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

Frank:

I am so glad I could afford a top tier mouse with such a low price.
I noticed so many improvements after I bought your glorious model O.
I truly wish this company the best.
Stay Glorious.

November 04, 2019

Theodore Petersen:

It is rare to see a company being this transparent all the time. I am constantly getting emails from glorious about how they are improving the product/experience. Good on you guys. You are one of the best. Stay Glorious!

November 04, 2019

Tyler:

I was one of those customers put off by the hoops that had to be jumped through in order to get a replacement cable. This led me to question the integrity of the company and whether I would purchase future products. I’m very pleased of this change you are making. The gaming community is lucky to have a company that reacts as you’ve done with this change. I will 100% be buy other products from your company. We do need to discuss your shipping though lol but for now…kudos

November 04, 2019

Mk_L:

Does this mean you’ll replace my defective mouse now?

November 04, 2019

Martin:

Had problems with my mouse. Glorious sent a replacement cable. Easy to install. Works fine, cable is better than stock. I also feel like my side mouse buttons click better after taking the case on and off. Great mouse, great company. Keep grinding guys.

November 04, 2019

Thanh Dat Nguyen:

I am impressed how careful a company, during its golden times, can be with its gaming community and the way you achieved this.

November 04, 2019

Mathieu Rodrigues:

Probably the best mouse for the money no doubt. Haven’t had one complain with my Model O and have had it for over 5 months. Amazing product tbh.

November 04, 2019

Jacob Smith:

I have just returned a broken model o- and payed shipping is it possible to be refunded this now then?

November 04, 2019

Chris N:

When can we expect the glorious pro wireless?

November 04, 2019

Ethan:

Model O broke after 2 weeks

November 04, 2019

Boris:

Well said. Just this well said

November 04, 2019

Cam:

Glorious is the best gaming company right now, the best customer service and the best prices for their products. Keep being Glorious!

November 04, 2019

Eric Leon:

Team Glorious,
This is great news to hear! I am loving the Model O! Best of luck to your company. I will be purchasing your Model D upon release for a dear friend of mine. Looking forward to future investment in your products.👍

November 04, 2019

Jonathan Delaney:

Thank you guys for your great products and company. I ordered the O- when the model O was on backorder and loved it. When the model O came back in stock I ordered one and it is my new daily driver. Even after stepping up to the full sized version I can’t bear the idea of getting rid of the O- just for those days when I feel like having a smaller mouse. Love your products and recommend them to anyone on the fence. Keep up the great work. Looking forward to your future development and success.

November 04, 2019

Jay:

good post. i’m excited to purchase your model D mouse and this addressed my concerns.

November 04, 2019

Trevor:

Would love to see an updated version of your modular keyboard. I have all your products except that one and love them all so far. I would buy a cleaner sleek looking version to match my model o in a heartbeat. Hope you guys continue to grow and add new products.

November 04, 2019

William Borgschatz:

I’m glad to see y’all continue to grow and keep being a shining example of loving the hobby and lifestyles that you make parts for. I’ve bought many a things over the years, and gifting more than I expected. I’m always asked how they never heard of you, but I feel that spreading by word of mouth has helped keep things how they should be; a small team of dedicated people, working to provide products they’d love to use and not products designed for high mark ups.

Keep doing what you have been, and I hope to see continued growth and beautiful, quality products.

November 04, 2019

Oscar Martinez:

When does this start? Just wondering because my I’ve had my model O for about a month now and it’s glitching out on me and I was wondering if I could get a replacement. If not it’s totally fine because it’s not that annoying but it can get annoying sometimes. Thanks!!

November 04, 2019

Adam Marshall:

I have just emailed about my mouse not fitting together after i had to fit a new wire because my moddo o – broke after handling it with care for 2 weeks

November 04, 2019

Yotam Ivgi:

GG

November 04, 2019

Aaron:

And wow are you guys making a difference. Just look at how far the industry has come since the standards were set by the Model O. Better cables, mouse feet, and lighter mice are becoming commonplace and Glorious had everything to do with it. Truly an awesome company, keep it up!

November 04, 2019

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