Razer USA Ltd

Revdex.com:
I have reviewed the response made by the business in...

reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The company contacted me and they only offered a 30% discount to purchase another product directly from their own store. First of all, their products are priced higher in their store than other retailers making the discount pointless. Secondly, I explained multiple times to the company previously that I no longer wished to use any of their products in the future due to the multiple problems I have encountered with the products I have already purchased. This company does not honor their warranties and sells defective products.
Regards,
[redacted]

Hello [redacted],I am sorry about the problems you have had with...

your Razer Naga
and also with trying to obtain support on your product.  I know you simply want a working product and not
a headache to deal with.
It does appear they may have been an issue with your first phone
call.  The agent did not hear you and the
call for whatever reason did not seem to disconnect on your end.  It is hard to say exactly what happened there
and where the technically difficulties occurred, but we will investigate on our
side.   I am not seeing where anyone hung
up on you, but maybe there were other connection issues at the time of your
calls??
In any case we would be happy to honor the warranty terms on any
of our products.   The support team has
already sent you an email so that we can begin to process a claim on your Razer
Naga.  If you can reply to that email at
your convenience we will be happy to assist you with the claim.
Sorry about the troubles and I thank you for your support of
Razer.
Best
regards,
[redacted]
R?Z?R|Wave
Director of Support

Hello,We are sorry to hear about the problems with your laptop.We will arrange for an agent to reach out to you and offer a mutual solution. Although we typically offer repairs in this situation, we would be more than happy make a one time exception and offer a replacement. If you have any...

questions, please contact us from the case email so we can escalate this for you as needed.Best Regards,[redacted]Razer Customer Support Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Hey [redacted]
I am sorry about the problems with your Razer product.
We can get around the fact you do not have the serial number or product number.  But we will need the defective product returned before we can issue a replacement.  Do you still have the actual product? 
 
I...

will have the team issue a return authorization for you and as long as you return the actual product we will be happy to replace your unit for you.  Looks for further details from the support team very shortly.
 
Thanks for your support.
 
Best regards,[redacted]
Razer|WaveDirector of Support
Email: [redacted]

Hello,We are sorry to hear about the refund not being processed. I will escalate your case to our proper order support manager and we will look into and process the refund from there. You should receive the refund within 7-10 business days assuming it has not already been dispersed. We really do...

apologize for the delay and appreciate your patience and understanding.Best Regards,[redacted]Razer Customer Support Manager

Hello [redacted],   I am sorry about the issues with your Razer Black Widow.   We would be happy to replace your unit for you but we do need to receive the defective unit back.   We supplied a prepaid shipping label for you but it appears you used UPS to return your unit. As noted...

in our return instructions we do recommend that use a traceable method to return your product, that way you can insure the unit was received at our location.  At this time we have yet to receive your unit. All shipments made by UPS should have a tracking number associated with them, so if you feel your product has been lost in shipping we do recommend you contact the shipping party and submit a claim with them.    As soon as we do have the defective unit we will promptly send out a replacement.   Thanks for your time and support.     Best regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  The business has replaced the item and I consider this complaint resolved.
Regards,
[redacted]

Razer Customer Service contact Mr. [redacted] and apologized to him for the misunderstanding.  We sent Mr. [redacted] some complimentary promotional items and gave him a 15% off coupon code for his next purchase.  Then we gave him the direct line phone number to one of our Razer Customer Support...

Specialist in case Mr. [redacted] need assistance in the future.  We also informed Mr. [redacted] that we are unable to refund him for customs fees that he paid to [redacted].  We also explained that we have an extensive customer base in Canada and they are accustomed to paying the customs fees anytime they purchase from Razer.  Attached are the preorder notifications regarding the customs fees and the agreement to pay them before the order is created.

Razer Customer Service contacted [redacted] and let her know that her replacement watch was delivered on 3/10/17.  If [redacted] would like assistance in the future, we would be more than happy to assist her.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Hello,The Order is currently within the refund process as the package was rejected. Since the package was initially shipped the payment went through, but since it was rejected and is being sent back to us the order will be refunded in full.We apologize for the inconvenience and for confusion in...

regards to the refund. The customer will receive an email regarding all of the information in regards to the refund.Best Regards,Razer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID...

[redacted], and find that this resolution would be satisfactory to me.  If any other issues arise, I will contact Razer Support and if that doesn't get the issue resolved, I will have to have the Revdex.com aid in another solution. Thank you for the help since otherwise, Razer's support tends to be lackluster and unable to resolve issues in less than 2 weeks to a month.
Thank you for your time,
[redacted]

Revdex.com:
I have reviewed the response made by the...

business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.They did indeed apologize, but that didn't really help. I spent $2400 on hard drives that they said would work and didn't and I can't return. They customer service couldn't have been worse. They sent me a mouse as an apology. To my surprise it was refurbished and scratched up. I wanted them to fix the machine. They instead wasted weeks not returning calls and giving incomplete answers. Now I am stuck with very expensive hard drives I can't use.
Regards,
[redacted]

Razer Customer Service contacted [redacted] and apologized for the delay of his refund.  Normally refunds are processed within 2 business days of the receipt of the returned product.  To show our appreciation for [redacted] patients and for remaining a loyal Razer customer, we sent him a small gift.  If [redacted] would like assistance in the future, we would be more than happy to assist him.

Hello [redacted],
I am sorry you are not happy with the experience you have had with your Razer products.   While we feel we make the world’s greatest gaming products they may not be for everyone.
Unfortunately,   the support team is correct and we are unable to issue refunds...

on products not purchased directly from our own website.  Only the seller who originally received  payment for the products can issue a refund. Also most all sellers limit refunds to within the first 30 days following the purchase.  I do see where you unit is beyond the 30 days  old,  so most likely you are  out of their time frame for receiving a refund from your reseller.  
If the product is found to be defective we will be happy to help you in replacing your unit under the quoted language you mention from our warranty terms.   Or if you are having any trouble using the product we would be happy to help you with that also.  Simply call or email the support team and we would be happy to assist with those issues.
Thanks for time and understanding.
[redacted]
Razer|Wave
Director of Support

Hello [redacted], I am very sorry for the issues you have had with your Razer Nabu.   Razer would be happy to honor our warranty and replace the product for you.  Alternatively we can offer you a replacement product with the same MSRP of the Razer Nabu.  However, we are unable to...

issue refunds on products that were not purchased from the Razer Website.  Only the original place of purchase can issue refunds as they were the party that handled the purchase transaction.I hope you understand and thank you for your paitence and support.  Please do let us know if what option you prefer and we will be happy to make it happen for you. Best regards, [redacted] R?Z?R|Wave Director of Support

Hello,Unfortunately the request the customer has is more-so a feature request as he would like the battery to display the "time remaining" notification.As per our timeline, we cannot offer a refund as he received his system on 6/17/2016 and is too far beyond the 14 day refund/exchange window. His...

initial system did have a battery problem which we exchanged for him. He received his replacement on 7/13/2016 and on 9/1/2016 he contacted us about the missing feature stating he was unhappy and wanted a refund.What we can do is re-evaluate his case and get back to the customer to see if there are any other options we can offer.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.  I did receive my computer on Wednesday.  AFTER I had my computer back, I got two emails from Razer stating my computer had been returned.  Note, no where was I told the repairs had been made.  As it ends up repairs were made and I got my computer back, which is what I wanted and paid for.  I am happy with the repairs, but still think Razer is greatly lacking in there abilities to communicate with customers creating much unneeded stress.
Regards,
[redacted]