Razer USA Ltd

Hello, We have offered to agree to the customers request for the upgraded system. We have contacted him and he has agreed on the upgrade.

Razer Customer Service contacted Mr. [redacted] and tried to assist him with replacing his defective mouse.  We offered both a regular replacement and an advanced replacement.  We also offered him a prepaid shipping label so he may return the defective mouse to us.  Mr. [redacted] did not...

agree to either option, and has informed us that he has purchased another mouse.  If Mr. [redacted] wishes to receive a replacement Razer mouse all that is required is to use the prepaid shipping label and send us the defective mouse.  Once it is received, we will ship Mr. [redacted] the replacement mouse.  If Mr. [redacted] would like further assistance, we are here for him.

Hello [redacted], I am sorry for any of the confusion with your case and for any issues you have had with your Razer BlackWidow Keyboard.   If your Razer BlackWidow keyboard is defective we would be happy to honor the warranty and replace the keyboard for you.  However, we are...

unable to issue any type of refund for products not purchased directly from the Razerzone website.  Only the retailer who originally handled your transaction can refund your purchase price.  In your case it appears you purchased the product from Best Buy and any refund request would have to be directed to [redacted] but I believe their refund period is only 14 or 30 days from the date of purchase.  I do see where the agent who is handling your case requested some further details from you so we could issue you a return authorization. If you could reply to that case with the requested details we would be happy to set you up with an exchange.   Thanks for support and time.Best regards, [redacted]R?Z?R|Wave Director of Support

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],We are sorry to hear about the problems you were/are having with your system. Unfortunately, since it was purchased a few months ago, it is beyond the 14 refund window which is why we cannot offer a refund.What we can do to offer you a resolution, is offer you a promo code to the web...

store for the value you paid for the system which can be applied to any of our products, or a hand tested replacement unit. We will have an agent reach out to you shortly with the proposed offers to see where we can go from there.We apologize again for the inconvenience and appreciate your patience.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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I appreciate the apology.  However, I am now working with a Razer customer service representative who is providing me a promo code to receive a new mouse from the Razer store so all of this can be resolved.  I was told this code is going to be sent to me within 24 hours.  If this happens, I will be satisfied with the result and close this Revdex.com case.  I would also like to add that I believe [redacted] should perhaps get the support website updated to reflect that some RMA items may not be in stock and that a delay of X amount of time may apply when a customer initializes the RMA process.  The assumption most customers have is that if they return a defective unit, a new or refurbished product will be sent to them in a reasonable amount of time.  It has been 25 days since I started this RMA process and I still have yet to see my replacement back.  I believe the frustration on my part is due to the inadequacies or shortcomings of Razers customer support policies.  A simple email 2 weeks ago stating that the Deathadder Chroma RMA mice were out of stock or an offer to send me a comparable product could've resolved this before it escalated to the point we're at now.  So far, I've had to make four phone calls, post on reddit, post on twitter, file a Revdex.com complaint and send a dozen emails to get to where I'm at now.  I have also been in contact with at least a half dozen support representatives through various means to try and get this resolved.  To be frank, dealing with Razer customer support has been frustratingly difficult and a lot harder than it should have been.  I hope they review their policies and be honest/up front with their customers over the RMA process.Again, once I receive this promo code for a new mouse, I will drop this case and consider it resolved.  Until then, I consider this issue still open.  Thanks.
Regards,
[redacted]

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.

Hello  [redacted],I am sorry about any delays with your refund.  I spoke with our finance office and they told me the refund was processed yesterday but will take up to 7 business days before it is reflected on your account. Should you still not see the credit after that time please let us know and we will be happy to look into the matter further. Thanks,[redacted]Director of Support.

Hi [redacted], 
I am sorry for all the trouble this has been for you.  You deserve a working product and it should
not be this difficult to get that to you.  There has been some inventory issues and I
know a promotional code has been offered to you in lieu of the replacement....

But
there are other solutions also.  
I am currently out of the office but will make sure the
manager of the department contacts you ASAP so we can resolve this situation.  We will make sure you get the product you paid
good money for.
 
Best regards,
[redacted]Director of Support

Razer Customer Service contacted Mr. [redacted], apologized for the inconvenience, and then provided him a coupon code for a discount on his next purchase.  We have cleared his order with the credit card fraud department and they assured us that is next order will go through.  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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[The product that Razer proposes as a replacement is defective.  I have patiently been through a replacement.  The original Nabu and the replacement Nabu did not perform as advertised by Razer.  Please see attached.  The replacement Nabu went dead within a month.  I have no need for a third defect Nabu bracelet.  Nor is it a practice of mine to spend money on defective merchandise or support a company that sells defective merchandise.  I work too hard for my money.  I have been patient and understanding and willing to work with Razer but no longer.  I will only settle for a reimbursement of $99.99, the amount that was spent on this defective product.  Razer should be expected to stand behind their products and should be held accountable for selling a defective product.  I am not changing my mind about my purchase....it is defective! If you visit online forums and the iTunes store you will note that others are experiencing the same issues as I.Additionally, because Razer agreed to exchange the original Nabu bracelet I can no longer receive a refund from [redacted], the vendor from whom the bracelet was purchased.  However, that is not the issue.  The issue is that Razer sold a faulty product to [redacted] at a price tag of $100,  who then sold it to me.  I have provided proof of the bracelets defects but Razer turns a blind eye and places the responsibility on me, the consumer, because I didn't purchase the bracelet directly from Razer.  This is criminal!  It is a Razer product no matter where it was purchased and Razer should be required to stand by their product.]
Regards,
[redacted]

Hello [redacted]
I am sorry to hear you having so many issues with your Razer Naga. I understand the frustration and we certainly want to help make this right for  you.    Your replacement mouse should not have any issues and should not be in the shape you describe. ...

 
We are unable to issue refunds on products not purchased directly from the Razer website, but we will be happy to send you a new replacement.   I  do not see where you have contact the support team with this latest issue.  But I will have the support team create a new support ticket for you and have them send out a brand new unit for you.  
Thanks for the support and I apologize about the problems.
Best regards,
[redacted]
Razer|Wave

Hello [redacted],   I am very sorry about the issues with your Razer Blade Laptop.  The repair process should not take this long and your certainly should not have to send the unit in two times to have the same issue fixed. I am reaching out to our repair center to get your unit back to you ASAP...

, but I also want to ensure they fully test the unit for some time to ensure the unit is 100% fixed.   [redacted] and I are not at the actual repair center so we cannot see the issue first hand nor do we have the ability to simply handle the repair at the support center.  But you should not have to worry about those types of things and we realize you just want your working unit back.   I am sorry if anyone came across rude as this should never happen.   [redacted] and [redacted]’s job would be a lot easier if they could tell you the unit was fixed and on its way back to you, but they can only go by the updated information they have in front of them.   We will keep you up to date with latest news we have and hope to have this unit back to you ASAP.   Thank you for your continued patience in this manner,  I know these delays are not acceptable and will do all I can to help.     Best regards, [redacted]   R?Z?R|Wave Director of Support

Hello [redacted], Thanks for the video,  I have forwarded it to the repair team and suggested they replace all fans.  I hope to have the repair completed ASAP and you should receive a tracking number the moment it ships. [redacted], can only tell you what has been reported to him. I am very sorry you think he is "smug" but I can insure you all he wants to do is help. Thanks for your patience and I am sorry about all the troubles here.  I know this is taking way too long and is very upsetting to your.   I will do all I can to get this back to you ASAP. Best,  [redacted]

Hello, We really do apologize for the inconvenience, but unfortunately as per our policy we cannot refund or exchange the system due to it being beyond the refund/exchange window. If you are having any technical difficulties we would be more than happy to assist you with getting that taken care of but unfortunately a refund or exchange is not possible. Please let me know if you have any other questions as we would be more than happy to create a case and have the system come in for inspection if any technical problems are occurring.Best Regards, James HCustomer Support Manager

Review: I have contacted razer 15 times on getting a refund for the RAZER KRAKEN 7.1 CLASSIC that I purchased from their website. I have provided the SN #, the details, and other requests to get an RMA to return the head set. I still have not received the RMA. Whats up? I ended up buying the chroma from best buy and I do not need these. They are brand new. This is the worst customer service that I have ever experienced. It seems that they have no concept of how to handle customers and they keep promising to get back. Nothing.Desired Settlement: I want a refund and I also want to be reimbursed for my overnight shipping.

Business

Response:

Hello [redacted],

Review: I dual boot between Mac Lion and Windows 7 64-bit. The issue iswith Window on a Razer BlackWidow Keyboard Standard (Mac edition).I've recently added the Razer Taipan to my computer which which onlyprovided drivers/software through the new Synapses 2.0. However theBlackWidow on Windows 7 with Synapses loses the ability to re-map thecommand key (Mac edition keyboard) to any other key. Previously I wouldmap the command key to Alt Key with the older version of the BlackWindowdrivers/software (now legacy). If I go back to the older version of thesoftware I lose drivers for the Taipan so that is not really an option.Is there any way to bring back this functionality, the ability to remapthe command key in Windows, to Synapses 2.0?I've attached my a simple timeline of trying to deal with Razer Support, all of which can be backed up by email exchanges between us. The customer service and response is way below acceptable quality.Jan 11, Buy TaipanJan 16, Delivered via FedEXJan 20, Identified an issue with the new Synapses tried looking at online FAQ for support.Jan 24, Send first email to Razer support about issue.Jan 28, Generic got you email waiting.Jan 29, Uninstall, reboot and install/update.Jan 30, I replied back that the steps did not fix it.Feb 4, Got a response that they are escalated my case to a specialist.Feb 13, 4 weeks since I receive my mouse, 30 days warranty expires still no response from a specialist.Mar 21, Still no response from the specialist. I initiated conversation with Razer.Mar 21, I've my case be escalated to Teir 2, different than specialist?Mar 21, Response from Teir 2, I can't use legacy drivers. Told I can no long downgrade. Continues one about offline mode.Mar 22, Sent an email again, since Teir 2 responses wasn't remotely helpful.Mar 24, Got email to try a new Synapses account.Mar 25, New Synapses account made no difference.Mar 26, Email telling me that Stand alone keys are no long mappable in Synapses (lost of functionality, confirmed).Mar 26, Explaining this functionality use to be there, and That I was very unhappy with the product. I want to return them.Mar 27, Got an explanation that Synapse 2.0 will update my Blackwidow required for Taipan. Got the RMA form.Mar 28, Called customer support, complain about how my return window was over because support dragged there feet, they said it should be fine since I've been talking to support about the issue. And the best course of action was to continue emailing since it was already flagged at Teir 2.Mar 28, Sent in the required RMA information.Apr 12, Still no reply, sent an email asking about it.Apr 25, Still no reply.Apr 25, Called customer support to find out what is going on. Customer support explain how they sent and email, I told them I never got it. Customer support then Forwards the email. Someone sent the email to yahooo.com not yahoo.com so of course I never got it.Apr 25, Sent in required information need for my Blackwidow Keyboard.Apr 26, Reply that I can't return my Taipan because it been over 30 days.Apr 27, Called customer support. It appears there is no Teir 2 number I can reach. So email is the only way to deal with Razer. So if a user is lucky they will respond quickly. Otherwise Razer can drag there feet and wear out the refund period. Customer support is trying to get contact with Teir 2 and possible set up a call.Apr 27, Sent another email question the shady business model of dragging out customer support and forcing "upgrades" on users.Desired Settlement: 1) A Full refund on the Taipan mouse I purchased from there website.2) Re-flashing of my existing Blackwidow Keyboard that will bring back the old features that made the keyboard desirable or A Full refund on the Blackwidow Keyboard.3) The company should pay all required shipping after dragging out the issue for over three months without trying to help the customer (me).

Business

Response:

Hello [redacted],

Review: I have sent in my Razer Blade (2014) laptop in twice for repairs at the Razerzone repair center. The screws that affix the case back to the case will spontaneously unscrew, and the rubber feet attached fell off. I had to buy a special torx (5) screwdriver to tighten the screws every couple of weeks, and in the past the case back has fallen off completely when npicking the laptop up. Additionally, the mousepad buttons make a loud rattling sound when the laptop is wiggled vertically from side to side. Each time these issues were explicitly explained to the repair techs, and each time none of the repairs were completed, or thy were completed in a very poor manner. The only note in the repair log forwarded to me was "keyboard replaced" even though there was no issue with the keyboard and it was not in fact replaced.

A few months into the second unsatisfactory repair, the screen cracked while opening my computer to do schoolwork (the initial crack is actually in the shape of my thumb). There was no damage to the actual LCD, so I suspected a faulty glass cover. Upon submission of images of the crack, Razer said that it voided my screen warranty. I contest that it would not be possible for Razer staff to make such an assertion because they did not actually have the laptop there to physically examine.

Razer now wants me to send in my laptop for a third time, at my own expense, to pay $570 for the screen repair (but they will fix the screw and rubber pad for free apparently). I find this to be wholly unacceptable because I have no faith that they will fix my computer, given their track record. I want a new unit that is of the quality initially promised to me when I purchased the laptop back in March of 2014.Desired Settlement: I want my computer to be replaced with a non-refurbished 2014 Razer Blade. I have been dealing with a laptop that spontaneously disassembles for two years now and I think it is only reasonable that I finally receive a product that is of the quality advertised on their store.

Additionally, I would like Razer to apologize for continually mishandling my computers repairs.

Business

Response:

Hello [redacted],

I am sorry about the issues you have had with your Razer

Blade Laptop. I am knowing have any

issue with any product is frustrating and I am sorry you have had to deal with

any problems at all.

I do see where your laptop was repaired in Early August and

some optional repairs were that are not covered under warranty were refused, one of those being some physical damage to the

LCD screen. Once you have some physical damage

to the LCD it can lend itself to more

issues as the damage can put undue pressure on the screen. Cracked LCDS screens cannot be covered under

warranty as they are not a manufacturing defect. Any other manufacturing defects would be

covered by your warranty.

It sounds like the next step in your case is to get the unit

in for inspection so can further examine the system for you. Once we have the unit at the repair center

we can determine the best course of action. The LCD would not be covered, but I will be

happy to work a deal with you on the price once we see system.

I will have the team here issue you a new return

authorization (RMA Number) today.

Best regards,

Razer|Wave

Director of Support

Consumer

Response:

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.

So heres the deal. I bought a defective product, was totally cool with it because it was under warranty .. I contacted Razer and explained my problem, their excuse for not honoring the warranty is because the serial number on the mouse says it was made on a date that was after my warranty .. which doesnt make any sense... when does the date it was manufactured have to do with when I purchased it. They clearly dont care about their customers.. they were rude and dismissive. I would not buy their products if warranties mean anything to you.. cause it doesnt to them. #razer @razer

Review: Razer complaint#[redacted]Dear Revdex.com,We currently have 2 Razor laptop computers that were purchased in the last 5 months, both of which are not working properly. I am specifically writing about one Razor and will exclude the 2nd computer for this complaint. We originally purchased the laptop Razor computer online and received it on or about 11/9/2014. The computer was set up by our IT professional that we use and therefore, we know that it was set up properly. The laptop was having problems within the first 48 hours. On 11/14 our IT person got on the phone with Razer and they asked that we ship it back to them. It appears to have been a hardware problem and failed to respond to Razer recovery partition. On 12/2 the replacement Razer was received and set up by our IT person again. On or about 1/14/15 the laptop Razer stopped working properly again. That is, the games were not working. On 1/28 our IT person working on the computer again because at this point it was not booting and could not be fixed. They refused to refund us for it and said instead they would like to send a new model (14") to replace it and we informed them if this "new" replacement computer didn't work properly then we would want a full refund. It is 2/23 and the replacement 14"laptop has not been working for over a week. I left messages on the phone for their founder, [redacted] x122 in hopes he would be happy to refund the computer. He is supposedly retired and this is why they tell me I have not received a call back. As of today, I spoke with an incredibly rude and unhelpful representative named [redacted] who said they will not refund it and when I asked to speak to someone above him he said no one was above him and he would not. I then told him to give me to anyone but him because he obviously doesnt understand customer service. I then spoke with [redacted] who asked that I ship the computer back them today, 2/23. We do not want a replacement computer. We simply want a refund for a computer that is not functioning.Desired Settlement: We want a full refund.

Business

Response:

Hello [redacted],