The Glorious Guarantee
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.