Broken PC mouse (Razor). Still in warrantee. Who do i take it too officially?

Briansteen50

The mouse was £120
I purchased the mouse form Currys in 2024 October 12th. It has a two year warranty (Currys webpage lists it too).

I spoke to a person at currys who said that because it's over a year old I need to contact razor. I contacted razor who said because i purchased it from Currys I need to go back to them. Currys once again said it's Razor.

It's coming up to running out of warranty and im a little worried. Who do i officially go to?

sheramber

Who provides the 3 year warranty- Curry’s or Razor?

GDB2222

• How to make a Limited Warranty claim.
• IF YOU PURCHASED THE PRODUCT FROM A RAZER RESELLER, PLEASE CONTACT THE RAZER RESELLER IN REGARDS TO YOUR LIMITED WARRANTY CLAIM. If your Razer reseller is in the United States or Canada, they will only assist you with your warranty claim for 30 days from the date of your purchase, please follow the steps below if it has been more than 30 days from the date of your purchase.
• If you are unable to return the Product to the Razer reseller for whatever reason, or if you have purchased the Product directly from Razer at www.razer.com, then please follow the steps below:
  • Go to mysupport.razer.com/contact-us/ to obtain a Return Merchandise Authorization Number ("RMA Number") and Razer support address.
  • Note the RMA Number in a visible place on the outside of the package.
  • Enclose a Valid Proof of Purchase and the reason for the return inside the package. Please visit www.razer.com/warranty for examples of a Valid Proof of Purchase.
  • Send the Product with RMA Number and Valid Proof of Purchase to the Razer support address provided by Razer customer support.
• DO NOT SEND RAZER ANY PRODUCT WITHOUT A VALID RMA NUMBER.

See the bit above beginning "If you are unable to return the Product to the Razer reseller for whatever reason".

The two year warranty is with the manufacturer, not the retailer. However, if Currys advertised it has a 2 year warranty, and in practice that's impossible to obtain, then you might well have a CRA claim against Currys. I think it's more likely that you just need to be persistent with Razer.

Briansteen50

https://forums.moneysavingexpert.com/discussion/comment/82137130#Comment_82137130

In the description it says " comes with Two year warranty".

In the product information it says "Manufacturer's guarantee (years) 2"

So im a little confused. In the past i've returned items straight to currys including a Razor mouse (although that was 10 years ago)

Briansteen50

ty! I will contact them now and quote this if theres any 'arguments' again. I have the chat transcript that currys saying i need to return it to razor.

GDB2222

https://forums.moneysavingexpert.com/discussion/comment/82137145#Comment_82137145

Currys are right. Razer do provide a 2 year warranty on their mice.

Some manufacturers provide their warranty through the retail system. The customer returns the item to the store. The store bins it and gives the customer a replacement. The manufacturer credits the store. I had this with a light a few years ago, and I was surprised to find that it worked. It does require the store to understand the system, which Currys' call centre probably don't.

MyRealNameToo

https://forums.moneysavingexpert.com/discussion/6683375/broken-pc-mouse-razor-still-in-warrantee-who-do-i-take-it-too-officially

If you want to claim under the warranty, rather than your statutory rights, because they are better then you need to contact whoever the warranty says to contact, it could be the seller, manufacturer, UK distributor or an insurance company.

assuming the text above is consistent on the UK website/ what you have on your warranty documentation then you can contact the manufacturer given the merchant is refusing to deal with it.

Alderbank

Razer's warranty rights seem similar to your statutory rights under the Consumer Rights Act.

They warrant the Product to be free from defects in materials and workmanship. Exclusions include damage, misuse, abuse, negligence, normal wear and tear.

One significant difference though is that goods under warranty claims must be sent at your expense to a specified address (several are used) in the Netherlands. Posters on Reddit and similar complain that they find this difficult because of the export documentation required.

https://www.reddit.com/r/razer/comments/155m5on/razer_returns_uk_to_netherlands_struggles/

Since there is no benefit to you in returning your mouse under warranty (and also your consumer rights, unlike the warranty, do not expire after two years!) in your position I would insist on my right to return the mouse to Currys for them to repair or replace it under s(19) of the CRA. Unlike the warranty, Currys can't charge you for sending it to a repair depot.

Okell

https://forums.moneysavingexpert.com/discussion/comment/82137348#Comment_82137348

Before the OP can insist on his right to return the mouse to currys for repair or replacement won't he need to establish that it didn't conform to contract when he bought it?

Is it as straightforward as you seem to suggest?