The Glorious Guarantee

Shazim M

November 04, 2019

To the Glorious Legion:

5 years after selling our first mousepad, one of our proudest achievements is that Glorious PC Gaming Race remains an entirely grassroots-grown company. From an initial personal investment of just $3,000, we managed to crawl our way to become one of the fastest growers in the entire PC gaming market. We’ve caught the industry off guard by refusing to do business with “mega-chain” retailers, taking new products off Amazon, turning down partnerships with some (toxic) big-name streamers, and generally avoiding anybody who might try to steer us astray from our founding principles. We’ve challenged competitors who take advantage of customers, by keeping our prices low and putting gamers over profits. But most importantly, we were able to do it without any outside financing or investors. It’s all been 100% through the support of passionate gamers and members of our community like you who believe in the mission. 

But we’re still relatively small fish in an ocean of sharks. Luckily, unlike many of our larger competitors, a major benefit to being a (still relatively) small, privately-owned gaming company is that we can run things how we want, and pivot quickly when necessary. We’re committed to our founding goal of challenging the industry to do right by gamers.  So over the past months, we’ve been taking some critical looks inward, discussing how we can keep pushing that bar to lead by example.

The current industry standard for warranty returns is that customers bear the cost of returning a defective product, or they must jump through hoops such as providing “Proof of Destruction” before a replacement is issued. Our own warranty procedures have evolved over the years but often have shared some of the cost burden with customers for claims on newly purchased products. But learning lessons from Model O/O-, we realize this doesn’t sit right with a lot of people. So effective today, we’ll be enacting some major changes to our RMA policies. The full details are summarized here, the main points are as follows:

  • For any product or part that may become defective within 180 days of delivery, we will offer a replacement - 100% free of charge (including return shipping if necessary). 
  • If any product or part becomes defective after 180 days of delivery (while still within the product’s warranty period), we will offer a free replacement, and you will only have to cover the shipping cost.

We have measures in place to prevent fraud or abuse of this system, but these new policies are intended to be as hassle-free for our customers as possible. We want to ensure it is known that we will always stand by the quality of our products. And we hope others take notice so this becomes a new industry standard.

Our newfound growth has introduced a new set of problems we never had to deal with in the past. From “Black Hat” SEO tactics spreading misinformation, social media trolls, and competitor-sponsored shill accounts - we’ve come to understand there are a lot of people with a vested interest in seeing this project fail. But we’re standing our ground, showing them toxicity & greed have no place in gaming. We will always have your back for sticking with us. And as we grow, we will continue to look critically at ourselves and make positive improvements every step of the way. 

Thank you for your support. Let’s see how high this bar can go. 

Shazim Mohammad

CEO

Comments

Logan Schwindt:

Hello Glorious, I have had my mouse (Model O) for 11 months and loved it but, unfortunately, the scroll wheel has stopped working entirely for whatever reason. I don’t want to open it up in fear of damaging the mouse more if possible can I be sent a replacement scroll wheel or mouse? Thanks for always making great products!

October 26, 2020

Taylor graley:

hello glorious
I have just received this mouse (the model o) that I have purchased from amazon and I loved using it, apart from the left mouse button that would stick when I click it, it is almost unusable
please can I have a replacement

October 26, 2020

alexis dumontet:

Hello, I bought the glorious model o- for my son. The Mouse was working really well. The problem is that one of the side buttons fell off and got broken. We tried to fix it with glue but it wouldn’t work. My son was very upset. One of the other problem is the scroll wheel goes fast and slow and sometimes it gets stuck. It would be awesome to get a new one because this mouse is excellent.

Thank You

Alexis

October 17, 2020

juan luca:

Hi! I bought the mouse on July 13, it took a month to arrive, because I live in Argentina, after a month the button 4 broke, the button came off but it kept working, I put a cinata and that’s it, but about 2 months then button 1 began to double click and sometimes it does not do the action, I wanted to know how I know my order id because I bought it from a person who bought it on the official website, I wanted to know how I have to do it,
thanks!
Juan

October 11, 2020

Atiba Fernandez:

I have had my glorious model o for almost 2 weeks now. Was so excited about getting it that I bought 2-3 shipping. I absolutely love this mouse but I’ve been having issues with sticky left click since yesterday. So at first I thought it was just me so I let it go and went to sleep, but now the issue still stands and its very hard to play with a sticky left click. I would appreciate if I could get an replacement. Thank you (I have the Glorious Model O Matte White)

October 11, 2020

Ann Benefield:

Hi ,
When I ask my grandson what he wanted for Christmas he said your mouse O and even sent a picture. ( He know I did not know a thing about these things) I want to order now because of the shortage of products . But I think you have a 180 day warranty. If its a Christmas gift is this extended?

Thank you
Grannie Annie

October 01, 2020

André:

Hi,

I would like to buy a full ISO keyboard with a French Canadian Layout.

I know I can buy French Canadian keycaps elsewhere but I’d rather buy everything from the same company.

Any chance you’d be offering that layout soon?

Best regards.

October 01, 2020

Aidan Barker:

Hello,

I have gotten my mouse about a week ago off of amazon and now when I scroll down on the scroll wheel it gets sticky and hard to scroll I was wondering if I can get a replacement because the scroll wheel is almost unusable and I really like the mouse otherwise.

Thanks

September 15, 2020

Nevin Lombardi:

Hey, Glorlous so my mouse was working fine a week ago and now it keeps on freezing up and its been like a year one i bought it and i wanted to know if you could ship me a new mouse because my mouse keeps freezing and i cant even play a game, and my serial number is 2019110317650

September 10, 2020

Anani:

My UsB cable on my model D broke
Is there any warranty or replacement for this ?

September 05, 2020

Lucas Micheli:

I bought two model D’s on the 15th of May this year and they were delivered on the 9th of June. One of the mice has a strange rattle and quite a lot of movement in the left mouse click and on occasion wont register my clicks, however the one I bought for my brother has had more unusable issues with the left mouse button, it wont register the click if pushed in the centre or on the right side of the button, it will only register if it is clicked on the far left of the left mouse button. These mice are the best mice we have ever used apart from these defects and we were wondering if we could have replacements. Thankyou

Kind Regards,
Lucas

September 04, 2020

ali:

Dear Glorious,
I will like to notify you that after some very little time with the mouse the left side click of the mice completely came off

August 22, 2020

Gleb:

Model O- DPI button is stuck and won’t come out after very minimal use.

August 12, 2020

Eden Skinner:

I ordered from Australia, and I’m just wondering how long it will take the mouse to arrive. It’s been around 15 days and I’ m guessing its started shipping. But, I’m wondering how long it will take to ship to Australia. DHL claims that they can ship things within 24 hours. And I’m hoping you abide by these rules as well.

PLEASE REPLY

August 09, 2020

Nehemiah :

Hello I have a glorious model o and the last few days it’s been disconnecting I love this mouse I was wondering how to get a replacement cord or mouse. I have serial number if needed thank you

August 09, 2020

Arjun Kumar:

If my side button pops out and the mouse is still in warranty, can i get it replaced / fixed by the reseller?

August 06, 2020

michael provenzano:

Is there no customer support at all? I just bought a model D and it lights up when plugged in but that is it nothing else. Windows does not even know anything was plugged in. Was looking for someone to talk to, is it user error or defective? Where is tech support? send and email, get no confirmation then wait 3-5 days….? Ill just return it to micro center and NEVER buy one of your products again!!!!!

July 22, 2020

Paul:

Hello,
the cable of my Model 0 isndefect my mouse disconmects every few seconds. I purchased the mouse in the range of the 180 days what can I do now?

June 26, 2020

Vincent Choi:

Hello customer service,

My model o glassy black mouse’s cable broke and damaged my 2 usb ports. I need a warranty replacement for the entire mouse or just the cable. How do I go about file a warranty claim?

The serial number is 2019090200082.

Thank you,
Vincent

June 14, 2020

Ula shin:

My glorious model d broke. The sensor stopped working 2 months after i got it. I was wondering if i could get a replacement for it.

June 13, 2020

Mario:

I ordered a GMMK Compact, the Aura key caps, and Gat Red switches. I only received the key caps, and switches. How is that even possible? Who is managing the shipping department? Only automated response emails so far. Very upset, and reading other peoples comments leaves me with very little hope of compensation for the bad experience.

June 11, 2020

Alexis Montenegro:

I have made 4 orders with the same things and it has been cancelled 4 times HELP!

June 10, 2020

Kyle Martin:

Ordered the mouse on Wednesday May 13th, it arrived a week later on Thursday and after less than 24 hours the mouse disconnects from my PC and is no longer recognized by windows. I put in a ticket but so far no response. kinda shitty to have a mouse not even a day old out of the box malfunction.

May 22, 2020

tonya brokering:

returned this defective item and still haven’t received a replacement back. I have usps receipt delivery. Please help, Tonya Brokeirng

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May 07, 2020

Cheryl FOX:

Hi All,

I had an issue with a Model o mouse that was purchased from them as a GIFT for my son. They shipped a replacement mouse and it arrived in days. Unfortunately, a few months later this mouse is malfunctioning again. It is on their fault for technical malfunctions. In my opinion they have showed great customer service to me. I have not had the sam same experience as the other commenters. Keep up the good work. I would buy from here over Amazon any day.

Cheryl
Mom of 2 serious gamers 😎

May 03, 2020

dsfg:

my mouse just randomly turned off and never turned back on. no broken wire or anything

May 02, 2020

Wally Mangiliman:

Horrible customer service. My mouse disconnects randomly. I wrote them that I bought my mouse from Best Buy less than three months ago, now they want me to ask Best Buy for warranty options. What?

February 22, 2020

Feteanu Mihai Gabriel:

I have some issues with the cable of the mouse when i move it around it is disconecting i need a cable now

February 01, 2020

Former Customer:

What a bunch of hogwash. You honor no such warranty and you know it. You just offer to send replacement parts and force customers to do their own repairs (which sounds like an incredibly poor business decision on your part. Your just asking for more headaches.) What kind of company does that!!!
Please quit lying to your customers, many of who’m are KIDS, and DO WHAT YOU SAY!!!

November 15, 2019

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November 07, 2019

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