I was hoping the OP would set the record straight, but since he chose to keep silent for whatever reason:
We offered the customer a free exchange in the same email.
Quote:
Originally Posted by n-ster
But in my opinion ROCCAT probably offered a replacement and he probably didn't understand they were offering him that replacement, happens all the time
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...I see it might be necessary to post the email afterall, to show what happened.
The customer understood it straight away. Thats one of the reasons why I decided to post here, since his post was letting out just enough info to let people think that we would not care about our customers.
Usually we do not post emails, but in this special case I see obliged to post the words of my colleague in a form purged of personal information just as names, emailadresses and such:
Please keep in mind that the part about NCIX not being authorized dealers is obsolete, since they became official resellers short ago.
-----------------------------------------------------
Hi XXXX,
I am sorry that your Kave is defective. You bought your product at an unauthorized dealer. Please note that only the dealers stated on this website are authorized ROCCAT dealers http://www.roccat.org/Where-to-Buy/#cwtb_106933_en_USA
You will notice that distribution has just started in the US and in Canada it hasn't started yet.
Even though this product was bought at an unauthorized dealer in the past, we are willing to exchange you the product as an exception. Please provide us with the following information:
Last Name:
First Name:
e-mail:
Product Name:
Part Number/version (begins with "ROC-"):
Street Address:
City:
State:
Zip code:
Phone Number:
Viele Grüße / Kind regards,
AXXXX XXXXX
Technical Support
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Please keep in mind that the part about NCIX not being authorized dealers is obsolete, since they became official resellers short ago.
So much for the email we sent to the customer.
He answered it the very next day (25 July), and we issued an RMA the same day. His package is probably on the way to our US warehouse already.