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View Full Version : Is my Roccat mouse dying? Anyone got a response from their tech support?


Jon
04-08-09, 04:46 AM
I bought the Roccat Kone 5 months ago. And it was ace. I was playing DOW2 and the mouse pointer froze. Nuts, PC has froze I thought. I alt-tabbed back to the desktop where it became clear that it was a problem only with the mouse.

So I rebooted, tried different usb ports, uninstalled and reinstalled the drivers, tried a different PC. Nothing, the mouse pointer just sat there dead. The lights on the mouse work and much to my suprise so does the scroll wheel, right click, left click and extra buttons.

I filled in the Roccat support form. A couple of days later I'd not even received an autoresponse. So I plugged the mouse back in and to my suprise it was working again... For a couple of hours... at which point the mouse froze again. Again, everything works except it won't move the pointer. So I plugged in an old logitech mouse which works just fine.

Filled in the Roccat support form again just to make sure I'd put the right email address the first time. Still waiting...

Anyone had anything like this before? Fixed the problem? Managed to get a response or an rma from roccat?

saturnotaku
04-08-09, 05:26 AM
That stinks your mouse isn't working. It's doubly bad when you get no response from support. It definitely sounds like the mouse is faulty. Did you purchase it directly from the manufacturer? If not, try talking to the store from where you purchased it. Explain your situation, and they might be willing to do something for you.

This is why I stick with Logitech: good products and great support.

Bman212121
04-08-09, 10:25 AM
Hmm, apparently you bought the mouse when it first came out, because the mouse has only been on the market for 5 months. From the looks of it they aren't exactly a big company, so I'd say you might not get support since there is no track record. I never even heard of the company let alone the mouse. They only have 1 product on the market and their keyboard is delayed.

In case anyone else is wondering, it's one of these.

http://www.roccat.org/Products/

http://www.xsreviews.co.uk/images/press/kone.jpg

Jon
04-09-09, 03:26 AM
If not, try talking to the store from where you purchased it. Explain your situation, and they might be willing to do something for you.

I didn't even think of that. I just assumed that after 28 days it wasn't the stores problem anymore. BUT... the GF phoned the shop it came from and they've done me an RMA number since its less than 6 months old! Never even heard of that. Just a shame its a holiday weekend without my mouse :(

Hmm, apparently you bought the mouse when it first came out, because the mouse has only been on the market for 5 months. From the looks of it they aren't exactly a big company, so I'd say you might not get support since there is no track record. I never even heard of the company let alone the mouse. They only have 1 product on the market and their keyboard is delayed.

In case anyone else is wondering, it's one of these.

http://www.roccat.org/Products/

Yep thats my mouse :) I love it. Feels really nice to use and has 5 custom colour profiles. I bought it probably a couple of weeks after they came out. I gathered they were a fairly small company. Just this mouse and a couple of mouse mats. I don't get how they expect to make a name for themselves when I've taken a chance on them and they've just left me to sort it out. You'd have thought they would have gone the extra mile to help their customers to build up a loyal following. I'd be scared to buy anything else from them now! And can hardly recommend them to anyone.

saturnotaku
04-09-09, 05:37 AM
BUT... the GF phoned the shop it came from and they've done me an RMA number since its less than 6 months old!

Ah, the powers of feminine persuasion. :p

I don't get how they expect to make a name for themselves when I've taken a chance on them and they've just left me to sort it out. You'd have thought they would have gone the extra mile to help their customers to build up a loyal following. I'd be scared to buy anything else from them now! And can hardly recommend them to anyone.

Once you get the replacement, do a couple things. First, send the company another e-mail saying that you did receive a new mouse, no thanks to them. Say to them exactly what you've said here: that you decided to take a chance and help an up-and-coming company and you were apparently wrong in your expectation that they would stand behind their products. Don't forget to mention that you're scared to buy anything else of theirs and that you won't recommend them. Also, if you've not done so already, post about your experience on places such as Anadtech, [H], Slickdeals, and any other consumer and/or enthusiast sites. Be sure to tell the company that you're going to do this as well. Bad press by word-of-mouth is incredibly toxic.

Good luck.

wysiwyg
06-08-09, 05:33 PM
my wheel died tonight on my kone

Drolfrawd
06-08-09, 05:40 PM
looks like a razorback copy , nice looking mouse.

XDanger
06-09-09, 12:59 PM
Sounds like a shoddy mouse to me,
Maybe their next one wont break so easily
but I wouldn't bet my money on it (by buying one).

wysiwyg
06-09-09, 02:14 PM
personally i wouldnt buy one again

i dont think the tracking is perfect either and i have a proper kone mousepad too

the lights on it arent that bright or adjustable either

crainger
06-10-09, 06:15 AM
Logitech FTW.

wysiwyg
06-10-09, 06:16 AM
im back to using my previous razer deathadder

snowmanwithahat
06-10-09, 08:50 AM
That really sucks about the mouse.

I went through a similar problem with my Razer Copperhead.... ended up buying a new one and RMAing the old one with the information from the new one.... I didn't do a full rebate just an exchange so I actually have 2 copperheads now.... just incase one dies again since I know they have a track record of doing that... but I absolutely love them.... I'd be in trouble if they weren't around anymore.

As I'm typing this I'm sitting at working thinking of how uncomfortable this mouse is.... I think i might have found a home for the spare copperhead in my closet.

nekrosoft13
06-10-09, 12:43 PM
Logitech FTW.

:thumbdwn:

crainger
06-11-09, 07:21 AM
:thumbdwn:

You'll get the hang of them one day. :;):

wysiwyg
06-12-09, 05:46 AM
checking on my RMA status i just realised when i first received the roccat i had RMAd it then as the pointer failed to move so this is the second time

****ty mice!