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

Zachary livingston:

These last few weeks my mouse hasn’t been connecting to my computer when I plug it in, and only the left and right clicks are working. The censor doesn’t light up or anything. Today I lifted up the left click and it popped off. I can’t quite tell what the issue is, and no matter how many videos I watch nothing explains why it wouldn’t work. I have a Model O that I got in july or so last year. Earlier last year the dpi button got stuck for a while as well. I have a few ideas of why this may have happened but I don’t think any would have effected it like this. For one, I took it on trips, but it had its own pocket, and I saw no issues with it afterwards. 2, possibly too much dust in there? When I look through the holes there’s a lot of dust inside, I thought that wouldn’t be an issue. I threw away the tag on the usb cable that I believe had the serial number on it.

January 15, 2021

Gabe :

I bought a mouse and mousepad the same day. The mouse arrived but the mouse pad didn’t and it’s been 2 days since the mouse arrived!

January 13, 2021

Luke Fiore:

I have had my mouse for a couple months and the left click has been getting stuck after I click it every few times.

January 07, 2021

Truman:

Hi I got one for Christmas and the right click broke off

January 07, 2021

John:

My mouse won’t work on only my computer, the lights and everything turns on but no clicks or movement are registered, is there a solution to this?

January 06, 2021

Owen:

Hi there,

I bought a model o-, but the mouse wheel and right mouse button give off a squeaky sound. I read on Reddit that I should wait and see if it goes away after a bit of mileage, but it’s been a month now and nothing has changed. :(

January 05, 2021

lauren:

I just got in my glorious model o today and i plugged it in to the usb port on my pc and it wont even work. It doesnt turn on, just nothing. Not to mention i paid 11 dollars for express shipping 2-5 days and it takes three business days to ship and doesn’t get to me for a full 8 days, so i wasted money on expressed shipping and got a mouse that doesn’t even work. Just hoping to get an actual working mouse in a decent time frame.

January 04, 2021

Devenski Morris:

MY mouse came with a defective cord and I used it for one day and it stopped on Christmas day :(

December 25, 2020

Hassan:

Hey all!

I wanted to ask you guys if the model O wireless scroll wheel is supposed to be a bit stiff,
It is harder than the model o, will it become buttery smooth after a bit of milage? I have the model o and its scroll wheel is smooth while the wireless is a bit stiff

Thank you

24TH December 2020

December 24, 2020

Raf:

My glorious O has started to jump around. When i use it on my desktop it works completely fine but when i try it on example minecraft it wont do anything, then after a moment of making it still, it will do the actions all at once. I have another mouse and it works fine, same with my track pad

December 17, 2020

Linda Quinn:

I purchased 2 Model D mice and a few mouse pads for my son on 11/28/20. I got an email on 11/29/20 saying items were shipped and to track with UPS. Every time I tried to track, it would only say “label created”. I sent your company 2 emails and after 5 days they said, “don’t worry they are on their way” and if you don’t get them in a week, let us know. I am right in the USA and there is no way it would take 15 days to get here by UPS. I also emailed UPS and they said they are NOT in transit and to contact the seller! It’s 16 days since I ordered and the customer service I am getting about this is sub-par. Where is our order??? I am very disappointed.

December 14, 2020

Dan B.:

I ordered a model o 2 weeks ago and ever since, part of the left click just doesn’t work. Like u can click on the edge of the LMB but when I get closer to the scroll whell, it is like there isn’t anything to actuate the click. There isn’t any sound or clicking feeling, the LMB just moves downward and no click is registered. I am wanting to get a replacement. Thanks gloriois for the great products though.

December 11, 2020

Max Y.:

My mouse sometimes glitches out whenever I join zoom meetings (as in the dpi just going crazy), which I suspect being from high ram usage or something like that, but it could be something with the product itself, as well as the scroll wheel constantly squeaking every once in a while which makes my gaming mouse sound like an actual mouse, I’ve heard its a product defect and its already been patched but I might ask for a replacement.

December 08, 2020

alfie pinter:

hi i have bought a model o – minus and have had it for nearly 3 weeks. the left click is not working anymore any ideas?

December 03, 2020

Lisa Smith:

Hello, I received my glorious model o yesterday and the front side button does not work very well and will get stuck ever since I got it. So I was wondering what i could do to resolve this issue, Thank you.

November 29, 2020

Kushal Shome:

I got a glorious model o for my birthday and now the left button on the mouse won’t stop glitching out, and now the click doesn’t even work anymore.

November 24, 2020

NinjaEjrules:

I got my mouse feet 2 weeks ago and I misplaced them. Are they still in warranty for getting a new set of them?

November 15, 2020

Darragh JMa]]:

Hello, I bought the glorious model o- . The Mouse was working well for a couple months but now one of the side buttons fell off and got broken. I tried to fix it but it wouldn’t work. It would be great to get a new one because this mouse is excellent. Thank You

November 07, 2020

Noah:

Hello Glorious, I love my model o mouse and I’ve had it since June (about 5 months) and the scroll wheel has the problem where it rolls and doesn’t do anything, I was hoping to refund it somehow

November 01, 2020

ANN EVANS:

I bought a glorious model o for my sons birthday in Sept this year. The side mouse button has broken it is stuck inside the mouse. Can you please let me know how I go about returning it for a replacement?
Regards
Ann

October 30, 2020

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

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