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

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

IMG_5614.jpg

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

darbHKRxoEhNu:

ybvMdUzeafEk

November 07, 2019

YibaBvSVwOt:

gfbzCPlpn

November 07, 2019

Omar Sonbol:

Mouse is randomly turning off and dissconecting for some reason and the mouse wheel isnt smoothe there is weird bumps while scrolling. While scrolling down the mouse will turn off or while pressing the mouse wheel down

November 06, 2019

patric ponder:

So i bought a Glorious Model 0- about two months back and after about two weeks the scroll wheel went out. The click of the scroll wheel was like pressing on a sponge and when it did click most of the time it would get stuck and i’d have to roll it around and press on it several times to get it unstuck, very annoying. but after about a week i decided to contact customer service and after a few days of emails back and forth they had me make a video to show the defect so they could see it. It wasn’t that big of a deal and i didn’t mind doing it but it was very tricky to show the defect on video, after all i’m not a youtuber or anything and don’t have any experience with that sort of thing so it was a bit of a pain in the butt, but also totally worth it. The very next day after making the vid i received an email saying that my new mouse was on the way and i would received it with one to two weeks time and it arrived within one week. So that was awesome and i must say there customer service is great. That said the new mouse i have now is already having problems and i’ve only been using it for maybe three weeks. The left click button is now starting to feel spongy and when i aim down sight in apex legends it even sometimes gets stuck and when i don’t want to be aiming anymore i’m still aiming. So that really sucks and i’m hoping i don’t have to contact them again but if it gets any worse then i’m going to have to reach out to there customer service yet again. Don’t get me wrong though i love this mouse, it feels great in my hand and i love the lightweight feel of it but if it doesn’t work right then it doesn’t work right and that’s not cool when i paid around eighty dollars for it, shipping included of course. So hopefully the button doesn’t give out completely, two defective mice in two months isn’t very reassuring and like another guy that posted here saying i was going to get a mouse cord bungey and even keyboard from Glorious but after the issues with there mouse i really don’t know if i’m going to place those orders.

November 06, 2019

NoNamer:

“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”

>comments section half filled with rubbish spam

Guess you can add spammers to that list lol. You should use recaptcha incase this form doesn’t already have it (it could have the hidden recaptcha variant didn’t check).

November 05, 2019

zIDxsPuS:

pNbYGULFKDORxJ

November 05, 2019

PmEdsJwLlbKigqB:

CYZGHAfOhby

November 05, 2019

IVPafjQZNvYLbD:

rscnXGNgZIM

November 05, 2019

duTWcUQa:

zHrsvjXPi

November 05, 2019

Adam Airlie:

So the model D is released in december? Hopefully we’ll get it before February this time

November 05, 2019

ULVeARtSiKpJs:

SPnwoZBG

November 05, 2019

nvQAKoHONsd:

qcaObYSelK

November 05, 2019

TECH:

I love this company more and more!

November 05, 2019

Akhen:

unfortunately I bought 2 mice from you and 1 stopped working after one hour and another after a week.
I was interested in your keyboards but after all these problems I don’t want to take this risk.
If your products have problems it would be better to remove them from the market and try to improve them with better materials.
After all I respect your very unique customer policy.

November 05, 2019

Floki Chan:

You guys are one tough fish among the sharks. No worries you’ll prevail anyways. My prayers and hopes are for your success!!

November 05, 2019

Gio de gracia:

i love the fact that as small as you are compared to other big brands. almost all of your products reached the philippines and with very competitive pricing as well. thank you!

November 05, 2019

WillPLZ:

I hope you’re able to keep making mice for a very long time. I’ve been using computer mice for decades, and I’ve been searching for the “perfect” FPS mouse for the past several years. Obviously “perfect” doesn’t exist but the O- is easily my favorite mouse of all time. And the Ascended Cable 2.0 is great, I just installed one in my O- yesterday. Keep up the great work, guys.

November 05, 2019

Muhammad:

Bought Glorious O. Love and main that mouse with passion. Now one thing I need and that is – Glorious Wireless mouse thats lightweight! Great job!

November 04, 2019

Cole Kuznia:

I hope you guys expand into gaming headsets as well, and thank you for the transparency, it really sets you guys apart from the rest!

November 04, 2019

Leave a comment!