Razer USA Ltd

Hello,We are sorry to hear that issues are continuing with your system. Unfortunately, we are unable to provide a replacement as their was physical damage on the system itself, along with it being beyond the replacement/refund window.Regardless of this, we would love to further assist you with your...

system and generate an expedited repair for you. I will have an agent look into your case and reach out with more options in regards to what the expedited repair entails. We apologize again for the inconvenience and appreciate your patience and understanding.Best Regards,[redacted]Razer Customer Support Manager

Razer Customer Service contacted Mr. [redacted] and assisted him with his refund.  Normally the refund process is much faster, we were having some issues with our new system.  The issues have been resolved and Mr. [redacted] has been refunded. If Mr. [redacted] would like further assistance, he may...

contact us directly.

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 [redacted],
I am sorry you have had any issues with your Razer Kraken
Headset.   You may have missed our email we
sent to you on  1/11/2016, but I am having
the team issue you a new return number and instructions today.  Expect to see an email from them later...

today.
(1/13/2016)
It is very unusual for you to receive 2 defective headsets
and I am sorry you had such issues.  You
do want to make sure you are checking the source you are plugging the headset
into to make sure there are no issues on that side.  In any case we will be happy to issue you a
refund if you are not happy with the product.
Thanks for time and please accept my apologies for any
troubles.
 
Best regards,
[redacted]R?Z?R |Wave
Director of Support

Razer Customer Service has contacted Mr. [redacted] and has apologized for the delay.  We explained to Mr. [redacted] that we are working as quickly as we can to repair his laptop.  We also provided him with the option of replacing it with a more recent model. We understand that we have not yet...

given to Mr. [redacted] the confidence in us that he will have, but we are dedicated to bringing this situation to a positive resolution. We thank Mr. [redacted] in advance for his patience and understanding.   Tell us why here...

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.I reject the statement that you are "unable to issue a refund" because I did not buy the keyboard directly from you. You are not unable to refund me, you are unwilling to.Best Buy attempted to give me a store credit but due to their arrangement with you, YOU prevented them from doing so forcing me to deal directly with you which has resulted in what is now up to 12 back and forth emails going around in circles. As for an exchange, that is not an acceptable answer for me. I've ALREADY HAD TO REPLACE THE KEYBOARD.  I believe it is unreal that you can get away with selling a product that just needs to work for 30 days and you are in the clear.  
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.  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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
In response to my refusal to repair screen damage to my computer, that is simply not true. [redacted] sent me a images all of the "damage" that you were offering to repair. Absolutely none of the damage was to the LCD (I attached the original ZIP file here, look for yourself). I am confused as to why you would suggest that there was damage, unless there were some notes that were not forwarded to me. If so, how was I to know? You aren't insinuating that the current break was my fault because I didn't opt for a repair that I had no way of knowing was necessary, right? That sounds to me like another example of Razer failing to do their due diligence with my system.I am not really comfortable sending in my system as it stands because it is very fragile, and I know that Razer can't (and shouldn't) be held accountable for damage during shipping. I am very sure that the computer would become even further damaged by the time it reached your facilities. Once my computer reached you, what can I expect? I will essentially be forced into paying you for the repair, because it may arrive broken or it may break fully on the way back. I'm not opposed to sending in my system or even giving it to you guys so you can figure out why mine was such a lemon. However, I will not risk shipping my computer on an empty agreement for a "deal" on the price. Again, I maintain that I shouldn't have to pay anything!My request stays the same.
Regards,
[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.
[first of all the problem started right when I got my laptop. I couldn't send it for repair as I am in college and without my laptop I can't do my online assignments. Once fall semester ended I contacted razer and sent my laptop for repair. If their warranty period is less than 2 day then I might have been out of warranty but I am positive that my razer stealth has a 2 year warranty. I sent my laptop in for repair, they changed the mother board and sent it back to me after 4 weeks. I cannot send my laptop and wait for they to send it back as I have to do my online assignments. I thought buying a laptop from razer was a good idea but I take that back. There was no damage on the laptop when I shipped it. The damaged occurred when they took my laptop apart or during shipping. If I can get my money back or a replacement laptop as this laptop does not work and still is not working after repair. I paid for a working laptop. Almost a thousand dollars and they sent me a broken one. I deserve to get my money back or atleast for them to have the decency to replace my laptop.  ]
Regards,
[redacted]

Hello [redacted]
 Thank you for your recent order on the Razer Store and I am
sorry about the confusion regarding the ETA of your product.  
If you view our shipping guide available at http://www.razerzone.com/store/shipping-guide#delivery
 you will see that shipping to...

your
location via Economy Postal is estimated at 4-5 weeks.
We appreciate your feedback that this was not made clear to
you at the time of checkout and we will investigate ways of making this more
clear to our future customers.
 For your time and  troubles
here is a $35.00 gift voucher you can use on your next purchase at our
website,  qihxt7ad6. Simply enter that
code at the time of check out.
 
Thanks again for all of your support and please let us know
if there is anything else we can do for you. 
 
  
Best regards,
[redacted]
Razer|Wave
Director of Support

Razer Customer Service contacted Mr. [redacted] and apologized for the delay in receiving his refund.  Normally we are able to refund our customers within 2 business days after receipt of the returned product.  The delay was caused by a system issue.  The system issue has been resolved...

and we refunded Mr. [redacted].  If Mr. [redacted] would like further assistance, he may contact us directly.

Hello [redacted],We are sorry to hear about the problems you have been having with your system. Unfortunately, we are beyond the refund period and cannot offer a refund. What we can do, is have the unit come in for an expedited repair to get the system tested and taken care of. From the look of your case...

it does appear that we have issued an RMA number and a prepaid label. I will escalate this to make sure your case is escalated to make this as quick as possible.We apologize for the inconvenience and appreciate your patience and understanding.Best Regards,[redacted]Customer Support Manager

Hello,
 I am sorry for the problems you have had with your Razer
Nabu. 
I do see where the product was purchased well over 30 days
ago and according to our policy should not be eligible for a refund.   But considering the circumstances I would
like to approve the refund...

for you and will have the team process that for you.
 Please give the actual refund some time
to appear on your account.
 Thanks for your support and I am sorry about the
issues. Best regards,
[redacted]
Razer|Wave
Director of Support

Razer Customer Service tried to contacted Mr. [redacted] and assisted him but he has not yet responded.  If Mr. [redacted] would like assistance, he may contact us directly.  We would love to hear from him.

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.I am not necessarily rejecting the response; they did issue me an RMA #.  Two, in fact.  However, they have been very deceptive in the past and even now, after they received the returned package, they are trying to refund only part of the order. 
Regards,
[redacted]

Razer has resolved the issue with me. They have done everything I have asked, including apologizing and shipping me a new laptop that I have received and ensured it works and is of quality material. It is fine to publically post the response.

Hi [redacted]
I am very sorry about the problems you have had with your credit card.   It does seem like someone has compromised your credit card number and I know how frustrating that can be, my wife had the same thing happen to her.
May I suggest you contact your credit card company;...

they are in the best position to refund any fraudulent charges that may have appeared on your credit card statement.
 
Best regards,[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.
 Attached is an e-mail exchange between me and a Razer customer support agent. We are currently in the process of finalizing a refund agreement in the amount of $2,381.49.
Regards,
[redacted]

HI [redacted],   I am not sure why we never received your pictures, but at this time we did issue a return authorization without seeing them. We are unable to issue refunds on products that were not purchased directly from Razer.   Amazon is the party who accepted and received your payment for the item you purchased.   Thus they are the only ones in position to refund any payments.  Razer will stand behind its warranty and replace any defective product.  We will also be happy to replace the product with another Razer product with the same MSRP on our site.     I am sorry you had such troubles with your Nabu and I will do all we can to make this right for you.  If your nephew already has the Nabu watch we can offer other Razer products other than the Nabu.  I hope you find something else that will make you and your nephew happy.   [redacted]

Hello [redacted],
I am sorry for any problems you are having with your Razer
Tiamat.  I am having trouble locating any
cases created under the email address you supplied to the Revdex.com, but I do see a
couple of recent cases numbers for a [redacted] regarding a Razer Tiamat. These
case...

numbers are  [redacted] and  [redacted].
Case [redacted]: For
any technical issues with the Tiamat we would be happy to help you sort out any
issues you may be having.  I do see where
the team replied with the troubleshooting steps below.  The settings on your computer and sound card
must be configured correctly in order to get the proper output from your Tiamat, so that is where your issue may or may  not  be.  The Tiamat can only reproduce the sound that is being sent to it., so please be sure to check those setting and the connections. 
Case [redacted]: I
see where you requested a RMA for product. 
We requested more information from you on January 6th, 2016
but have not heard back from you.  If you
still need a RMA please replace to that case number and we will be happy to help you . 
If these are not your cases can you please let me know the
case number or email address you used to open the case and I will be happy to further
assist you. 
Troubleshooting steps
from Case [redacted]:
Hi [redacted],
Thank you for contacting Razer Support. My name is [redacted] and
I will be assisting you today. In your last email, you mentioned that your
Tiamat 7.1's bass channel is not working.
By default Windows does
not send any signal to the sub channels. 
To enable this we would like you to go to your Sound
settings in the
Control Panel and right click on your audio out-put device
and click configure.
Make sure to select 7.1 in each menu and click next and
finished at the end. 
Next right click your
audio out-put device and go to Properties and click on the
Enhancements tab.
Now put the check mark in the box that says Bass Boost, then
click Apply and
OK. You should see a dramatic change in how your headset
handles bass.
The sound settings
you are able to set and control through your computer
depends on the type of
sound card your computer has. Some sound cards have a wide
variety of settings
to play with, while other cards only allow for the
adjustment volume and balance. If
a dedicated 7.1 sound card was installed , the sound card
software will install
itself over the Windows "Enhancement" tab. A tab
with your sound card
manufacturer on it will replace the "Enhancement"
tab. Advanced
choices can be different with these cards.
Sincerely,
[redacted]
Razer - CSMThanks ,[redacted]Director of Support