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Mice Service Program for Disconnection Issues

 

BenQ has determined that a small percentage of new ZOWIE EC-C, FK-C, ZA-C, and S-C series mice may experience disconnection issues after short periods of use.

The units that are potentially affected were manufactured before January 2022.

An affected mouse may exhibit one or more of the following behaviors:

  • The mouse suddenly becomes unresponsive, with the pointer/cursor not moving
  • The mouse disconnects for a short while and then reconnects
  • The PC shows a USB connection issue alarm, USB power surge notice, or USB device connection error when the mouse is plugged into a USB port

 

BenQ will service affected products free of charge.

Note: No other ZOWIE mouse models are part of this program.

 

Service Process

All C version mice manufactured before January 2022 that are within a valid warranty are eligible for this program.  Due to manufacturing delays and material shortages caused by the global epidemic, we do not have the expected availability information on replacement units at this time.  Please complete the service application by following the below steps. BenQ will inform applicants when replacement units are available.

Step 1 - Find the 13-digit number on the mouse cable label or on the product box

Find the 13 digits of the Serial Number

Step 2 - Click here to fill in Mouse Special Service form

Step 3 - Application Process Completed

You will receive a confirmation email when the application is completed.


Additional Information: 

This replacement program will extend the standard warranty coverage of the affected mice.

The program only covers affected mice with valid warranty.

 

Additional Q&A

 

  • When can I get the C version mouse with the upgraded and fixed paracord cable?

We are still working on the availability of this new design. You need to register on the ZOWIE website for the replacement application first. We will inform all registered customers once a viable timeline becomes available.

 

  • Are all C version mice affected by this issue? What if mine is working fine?  

A small percentage of new ZOWIE EC-C, FK-C, ZA-C, and S-C series mice are affected. Your mouse may work fine. However, if the risk of this issue developing in the future is a concern to you, we suggest that you register for a replacement now or sometime within your warranty period.  

 

  • I ordered a mouse that has not arrived yet. Will it also have this problem?

Since the mouse you ordered was in all likelihood manufactured before January 2022, it might be affected and covered by the service program. If the risk of this issue developing in the future is a concern to you, we suggest that you register for a replacement now or sometime within your warranty period.  

 

  • I contacted my local retailers and they say they do not have any of your products in stock and do not know if or when they will have them again, so they cancelled my order. They are your official partner, how come they don’t have any of your products?

We are still working on the availability of the revised design. Due to this, there is no available inventory with our official retail partners just yet. Our apologies on this.

 

  • Can I get a refund instead of a replacement?

For this program we will not be able to offer a refund on the mice. We will be replacing the mice with working replacements, or will be providing a coupon code as compensation. If you would like a refund and the product was ordered from a 3rd party retailer, please reach out to them for your refund options.

 

  • Can I obtain a replacement even if my current mouse is not showing signs of thse issues?

A small percentage of new ZOWIE EC-C, FK-C, ZA-C, and S-C series mice are affected. Your mouse may work fine. However, if the risk of this issue developing in the future is a concern to you, we suggest that you register for a replacement now or sometime within your warranty period.  

 

  • I have had my mouse for a few months and it is working fine. Can I file for a replacement during the lifetime of the mouse if the issue develops later?

Your mouse will have its standard warranty period. If any issue appears within this window, please file for a replacement before the warranty expires to be eligible for any warranty claims. If you are outside of your warranty window, you will not be eligible for a replacement.

 

  • Other brands use this type of paracord cable. Why do they not have this issue?

We cannot answer this as we are not able to speak for other companies. Most customers with ZOWIE C variant mice will have no issues whatsoever. However, the current fault rate is too high for our own standards and we have initiated this service program to resolve this.

 

  • Are paracord cables fragile or of low quality?

We do not believe so, however we are not certain at this time. Our team is still analyzing the paracord cables and are comparing them to traditional cables to further improve our products and to understand why these failure rates appear higher on these models. 

 

  • Will the warranty be extended if I get a replacement product through this program?

The replacement mice will have a new warranty. This warranty period will start when the replacement is sent out to you.