Hardware & Technical Excellent service from Madcatz tech support

Rardain

Rardain
bumpydogz said:
Just to let you know my x55 also developed the same fault a couple of months ago, just with a few weeks left of the warranty period. I was overjoyed when saitek said they would send me an x56 as a replacement, so I packaged up the faulty unit and returned. On Monday this week another x55 turned up. I contacted customer services and they said that they had found a few old units in their warehouse and sent me one of those instead of the promised x56. They are refusing to stick to their original promise even thoug I have it in writing (even the title of the RMA is "replacement faulty unit with x56"!) To make matters worse there is no new warranty on the replacement unit which means if it breaks after the next couple of weeks ( which it surely will with the inherent wiring fault) then I'm stuck with a faulty unit and no comeback. Can't say I've been at all impressed with saitek customer services. Hope things work out for you, but might be an idea to wait and see what you get before singing their praises...
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Well that sounds really sucky - there is no guarantee that Saitek haven't just issued you a refurbished unit. Have Saitek specifically stated they will not provide a new manufacturer warranty? Would it be worth seeing if you could take out a low cost 3rd party warranty? I am not returning my stick for another week or so...I have 30 days to return it from the date they issued the RMA and they have said they are expecting the new stock in mid-June. Will keep you all posted.
 

bumpydogz

B
"Please be advised that the X56 replacement proposal wasn't a commitment as we didn't initially have X55 stock.

However, we were able to get some stock and we replaced the faulty product as per the warranty conditions.

The warranty for the new X55 that you received is the one for your initial X55.

Thank you for your understanding."
 

Rardain

Rardain
bumpydogz said:
"Please be advised that the X56 replacement proposal wasn't a commitment as we didn't initially have X55 stock.

However, we were able to get some stock and we replaced the faulty product as per the warranty conditions.

The warranty for the new X55 that you received is the one for your initial X55.

Thank you for your understanding."
Click to expand...

Might be worth looking into the legality of this. I

f they sent an email offering only the X52 pro immediately or the X56 when it became available and offered no option for the X55 as in the email I received, then surely they cannot change the goalposts just because they 'suddenly' found some X55 stock. Lets say I had been impatient and decided to go for the X52 pro and subsequently found out that they had stock of the X55. I would have gotten a lesser replacement HOTAS as per the terms of their email and I doubt I would have any comeback on them to give me an X55.

Unless their email stipulated that if they got any X55's in the time between you sending your faulty stick and them shipping a replacement then they would replace like for like I don't think they have a leg to stand on. Try this website Money Saving Expert and see if anyone can give you some advice on your consumer rights.
 

Rardain

Rardain
Today Madcatz kept their word - a nice shiny new X56 now adorns my desk plus an additional 2 months on top of my original warranty so I have cover up until next March. On top of that they have also offered to send me some spare parts for my damaged (and long out of warranty) rudder pedals - I couldn't have asked for better support. [up]

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