Defective

This morning I turned on my computer as usual and played some of my usual daily puzzle and card games. While playing minesweeper, the right button on my trackball mouse suddenly failed. This is the trackball I just bought in January. With the current level of chaos at my desk, I was concerned about finding the receipt but it was still there. I’ve been having issues for a few days now when I start my computer and the cursor just wouldn’t move at all when I got to the start screen. I wasn’t sure if it was a software or hardware problem causing this to happen but since it seemed to work on the second go, I carried on. Anyway the Scientist tried the trackball on his computer and had the same results while I had no issues using his mouse on my computer. I called up Kensington to report the fault and the process was quite easy for my part. After providing some information to the customer service representative, I was sent and email referring me to an online portal. I had a bit of delay due to some information in the email that wasn’t really necessary (about non US customers) but got logged in and was able to send a copy of the receipt through along with my shipping address. Within a couple hours I got another email saying a replacement is being shipped out and will arrive in 10-14 business days. So far, I’m quite impressed.

This reminds me of my experience buying an earlier model of their trackball from a Perth company, but using an online store. I bought it and it eventually did get to me but did not have the wrist rest that was supposed to be included. I contacted the local company and after considerable hassle did get a replacement. They didn’t want the original back even though the trackball was perfectly fine so I had two trackballs but only one wrist rest. I can only suppose that they followed a similar process on their end and this is just how Kensington operates.