I purchased a Poseidon Z keyboard in 2014 in Hong Kong and lately it has been experiencing problems such as registering two (“2”) characters when I only pressed the key once (“1”). This appears to be a hugely common problem after browsing through posts in this forum.
I called the Hong Kong Distributor – Basco – as listed on your global website for warranty service. Their service manager denied me warranty service – he explained:
- Despite the box of the product clearly labelling “5 Year Warranty” and the Warranty booklet included also labelling “5 Year Warranty”, he explained that Hong Kong actually runs a different warranty policy. The Hong Kong warranty is described to be 2 years for labor + materials; and an additional 3 years afterwards for material only (excluding labor costs). He further explains that the modified warranty policy in Hong Kong is displayed in advertisements, in a separate visual display in physical retail stores, and on the official website; and that it was the customer’s responsibility to take notice of such modified policy rules.
- However, I checked both the Warranty booklet and the website. It says
- “1.2 Thermaltake will provide a free repair service within limited warranty period. The buyer shall pay for the materials and repair if out of the limited warranty period.”
- “Poseidon Z series – 5 years Warranty”
Clearly my product, according to the policies on the website and booklet, are within the limited warranty period and thus a free repair service must be provided.
The distributor offered to charge HKD150 for labor service to fix and/or replace my faulty keyboard only. According to the written warranty policy above, I should be completely covered and should not be required to pay anything.
Can you please investigate this situation and revert to me what course of action you recommend? It appears the Hong Kong distributor is not honouring the printed Warranty policy. I assume I am writing to the global brand owner of TT Thermaltake on this forum. Also I have sent a copy of this email to the following email address email@example.com