Kensington Sends Free Replacement Of Discontinued Trackball

Kensington customer service is nice. George searched all up in the internet’s biznatch but could nay find another trackball just like the one he had.

When he asked Kensington’s tech support if they would fix the sticky key in his, they sent him one for free!

Yippy skippy!


George writes:

I am a trackball user. I hate mice. And, I have had no problems with my wrist after 17 years of everyday computing.

Well, my Kensington Turbo Mouse Pro trackball is acting up. The left button is dying. It’s very difficult to drag and drop. I have a mouse connected too just in case it gets too frustrating.

Yesterday I went to Amazon to order a new one. To my dismay my model is discontinued. In fact, as far as I can tell there are very few trackballs manufactured these days. Not only that, even fewer wireless trackballs. (I gave up looking for a bluetooth trackball years ago. I should just make my own by modding a bluetooth mouse.

There were some used wireless trackballs on eBay, but they are about $170 dollars. Thats a little steep for me right now. One guy advertised a wireless mouse, I wrote him, and discovered it was not wireless!

Anyway, today I decided to write Kensingtion tech support. Maybe they’d fix it for me? Anyway, they wrote back and said that my model is discontinued. :( But, they will make a special exception and send me a replacement for free. Its not wireless though. Just the same, Kensington rocks! with its technical support. The new trackball is $100 value)

— BEN POPKEN

Comments

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  1. Miguel Valdespino says:

    Well, that’s one way of saving three birds with one stone. They get rid of one of the remainders in the warehouse and they make a loyal customer very happy. Finally, they get good press in gadget blogs.

  2. exkon says:

    What happens when they don’t have any left in stock?

    But by the sounds of he’s had the trackball for awhile. I have two mice from them and they’re very well made.

  3. emax4 says:

    I had a similar experience about a year ago. I was working on a model and a tiny piece got stuck in the keyboard. Yeah I should have had the keyboard put away anyways. But being the tech person I am I took it apart knowing it was under warranty, but then I managed to get the piece out but now the spacebar wasn’t working right.

    I called Kensington and told them the situation while asking for a schematic or some instructions to seat the space bar properly. They took my information and such and said they’d send out a replacement keyboard at no charge. I even told them that I took it apart and was expecting to pay for a replacement knowing that I voided the warranty, but they insisted and was going to send me out a replacement keyboard.

    I then asked if they wanted my original one sent back, but they told me to just keep the old one. Yipee Skipee!

  4. chrisburp says:

    I too had a problem with a Kensington trackball a few years back–called customer service and a new one was on it’s way within a week. Great customer service.

  5. traesteele says:

    I had a Kensington trackball for about 4 years just like the one in the photo. Well the scroll wheel quit working so I called to see if they could fix it and they said that model was not made any more but they had a five year warranty on it. Well they sent me the new optical model no questions asked and without having to send the old one back. Kensington and their trackballs are awesome. I am thinking of buying another one to give to my Dad and just to give Kensington some support.

  6. Crim Law Geek says:

    exkon
    I had a discontinued Kensington mouse go bad on me once under warranty. They sent me a newer, better model as a replacement. Kensington pretty much rocks customer service-wise.

  7. mathew says:

    Yeah, that’s why I have 2 Kensington trackballs and a Kensington keyboard.

  8. ShadowFalls says:

    If it helps for you in the future, check out Newegg.com here:

    http://www.newegg.com/Product/ProductList.aspx?Submit=ENE&

    They still sell trackballs and some wireless ones by Logitech. Something to think about for down the road.

  9. pestie says:

    At $100 per trackball last I checked, they should have good customer service! But honestly, their trackballs are top-notch hardware, and worth the money. I still have one I bought about 10 years ago. I’d love one of their newer models, but $100 always seems like just a bit too much money for something I don’t really need.

  10. Another Smurf says:

    I’m glad it’s discontinuted, it was a POS product. “Wireless”, but it comes with this USB device, with a long cord, that has to plug into the computer to communicate with the trackball. I don’t know why they didn’t use bluetooth… it’s the only Kensington product I’ve been unsatisfied with.

    Their customer service is excellent though. The hook for the shoulder-strap for my SaddleBag broke after I’d had it for years; Kensington sent me a whole new SaddleBag, free of charge. I’d have been happy to just get the strap replaced…

  11. scifiguy1228 says:

    Love the site… I keep finding all kinds of real good info on it! Thanks from a former LI dweller!

  12. scifiguy1228 says:

    Kensington did me right in the past, when I damaged the connector on a WebRacer mouse, and they sent me a top-of-the-line wireless trackball for free. All I had to do is cut the cord off the mouse and throw it away. How kewl is that?? :-)

  13. CowboyHou says:

    I had a Kensington WebRacer, an incredible piece of hardware… a touchpad on steroids. I loved it. And I made a real rookie mistake of not aligning the pins before plugging it into my computer… and bent the pins so badly that I couldn’t fix it. I contacted kensington about warranty repairs, and they said they don’t do repairs… but to go to the website and pick out 4 models of mice or trackballs, and they’d send me one of them. ( The WebRacer, sadly, was discontinued. )Well, I ended up with the top of the line wireless trackball, and no charge at all! As for the ‘Racer, they said just cut off the tail and toss it.
    Now, this is what i call GREAT customer service!