Razer USA Ltd

Review: Purchased a Mamba gaming mouse. It had an advertisement for its non-slip finish that would enable the user to have a comfortable grip with the product. The non-slip finish cover started to disintegrate over time unable to be withstand everyday use. No warning on the box what-so-ever that would alert consumers on the possible damage the product may face over time or instruction manual telling users to take extra special care for the products. Had I known I would of opt to select another more lasting product.Desired Settlement: Provide warning explanation about product's possible defectiveness on the product manual or product box.

Warn consumers about caring about product such as "keep the [product] clean by wiping it down with a lightly damp cloth every so often. Cutting down on dirts and oils that stay on the [product] will help ensure the non-slip finish lasts as long as possible."

Business

Response:

Hello [redacted],

Review: I had originally bought my Razer Tiamat 7.1 headset in January 2013 for $165.39 through amazon. Now owned this headset for a few months when the mic piece had broken and did not allow communication, which defeats the purpose of owning a headset. I had contacted Razer through their website, which had taken a week or 2 of communication, before they finally decided to replace my headset. I had returned the headset and expected a brand new headset especially considering the price of this headset. To my surprise when I received the package it was a refurbished headset, I had decided not to say anything against the fact of receiving a refurbished headset. Now almost to a year later the right plastic piece that connects the earpiece to the upper bridge had broken. I contacted Razer again and had sent pictures of the damage. Razer replied that this is not a warranty-covered problem. Now when I spend well over $100 on a new headset I expect it to last at-least a few years; however, none of my Razer headsets have lasted even half a year. I guess I'm left to believe Razer does not appreciate quality in their products nor in customer service.Desired Settlement: I do not believe it is unfair in expecting Razer to replace my headset when it was still covered in warranty. Especially considering the fact they had placed the blame on me when its due to a poor design in this headset. I would like to see a Brand new replacement of my headset.

Business

Response:

Hi [redacted],

I am sorry about the problems you have had with your Razer Headset.

While the damage to your headset does not appear to be caused by a manufacturing defect, I am willing to make a onetime exception and will replace the unit for you with another refurbished unit.

You should be receiving more details from our support team very shortly. But we will get this one shipped out to you ASAP.

Thanks for your support.

Best regards,

Consumer

Response:

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,

Review: I am a customer who has purchased an authentic Razer product from an authorized Razer retailer. This product has a manufacturer's defect, and is within the warranty period. I have provided a description of the problem and to Razer, who asked me to provide proof of purchase as addressed in the warranty contract. I contacted Best Buy (the authorized Razer retailer) and asked them to provide me with proof of purchase. Best Buy e-mailed me a very detailed receipt containing all relevant transaction information - certainly enough to validate the date of purchase for warranty purposes.

The Razer support team repeatedly denied my warranty claim citing that my proof of purchase was not an 'image of a receipt' - implying that the information regarding the transaction which I provided is insufficient to establish date of purchase, which it obviously is. The Razer support team has done this to avoid the cost of provisioning warranty repairs of my product, which contains a manufacturer's defect. Essentially, they are intending to avoid their contracted obligation by making an irrational requirement of me, and implying that it must be fulfilled.

As quoted from the Razer website (http://www.razerzone.com/warranty):

For any Limited Warranty claim, a valid Proof of Purchase is required. A valid Proof of Purchase is defined as one of the following:

A dated sales receipt from an authorized Razer Dealer or Reseller. The receipt must show the Product description and price.

A dated official e-mail from an authorized on line Razer Dealer or Reseller confirming purchase and shipment of Product. The confirmation e-mail must show the Product description and price.

An order number from the Razerzone.com web site

- See more at: http://www.razerzone.com/warranty#sthash.L7hlgXEi.dpuf

I have provided them a dated e-mail from an authorized Razer retailer containing proof of purchase, and they have denied me my warranty claim repeatedly, causing extreme frustration.Desired Settlement: I would like to see the warranty of product honored as the contract is written.

Business

Response:

Hi [redacted],

Review: In a series of emails to my email address [redacted].com, Razer refused to replace a defective mouse even after proof of ownership. They told me to send it in and when it did not arrive at their processing facility they refused replacement, leaving me no way to get a replacement or reimbursement.Desired Settlement: Replacement or refund

Business

Response:

I am sorry [redacted] without a tracking number showing that we received this package we are unable to issue any type of replacement or compensation.

Please see our warranty terms available at www.razerzone.com/warranty . Thanks for your support and understanding.

Best regards,[redacted]

Razer|WaveDirector of Support

Review: On the 15th of January I purchased a *Razer "WindRunner" Hoodie - Men's (Large)* from Razers online store during there 50% off CES sales event.

It was delivered on the 19th of January, I tried it on etc and noticed that it actually was a size or so too small, bending over would stretch the shoulders in the back very tightly. I then decided I'd return the jacket for an exchange for a different size.

How ever this is where my problems begin, Razor has yet to issue me an RMA and have told me at least twice that they will not honor the 50% off CES event price in which I ordered the jacket for initially. They expect me to RMA the jacket, receive a Store Credit amount and pay the difference of +50% over the purchase price, making the item $120 instead of $60 when I actually bought the jacket on the 15th.Desired Settlement: All I want to do is exchange the jacket for one that is 2 sizes bigger then the one I ordered that is all.

Business

Response:

Hello [redacted],

Review: I purchased a Gaming mouse from this company less than a year ago, There is an issue with the buttons and I contacted the company in hopes that they could help me since im within my one year warranty... They said I needed to have my reciept...which I threw out 30 days after I bought it since I wasnt able to return it to the store. So they said they cant help me at all. I have the serial number to my product as well as pictures of it all...but they said No they cant do anything.Desired Settlement: Exact Replacement for my product

Business

Response:

Hello [redacted],

Review: Contacted Razer to report a broken computer mouse on 11/03/14 and received a case #[redacted] and received the initial response from [redacted] on 11/4/14. I provided the requested info of receipts and waited to receive an RMA number. I contacted [redacted] on 11/7/14 because I had not received a response and then received a follow up email stating that he would forward the info to the RMA dept. On 11/10/14 I received a RMA# [redacted] and shipped it on 11/11/14 tracking [redacted] which was delivered on 11/12/14. I received a follow up email on 11/14/14 stating they received the shipment and should ship in 1 to 3 business days. On 11/18/14 I contacted [redacted] at Razer and requested an update and received a followup email stating my case was sent to escalations. As of 11/19/14, I have yet to receive any further communications.Desired Settlement: I would like the warranty honored and an immediate replacement delivered. Being that the support and service has taken so long, I request an additional unit so that when the other one breaks, I don't get stuck without a computer mouse.

Business

Response:

Hello [redacted],

Review: I have tried for a little over two months now to return a Naga Molten that double clicks constantly to no avail. A couple of times I was told that my support request form did not transfer properly. Twice, I have been told that my email was being forwarded to the RMA team, after being told that, I would lose all contact with the support team. Needless to say, I never heard from the RMA team either.Desired Settlement: I would like the mouse replaced with a new one. I would also like my Black Widow Stealth Edition keyboard replaced because of a faulty key.

Business

Response:

Hello,

Review: Last September/October I ordered a set of headphones and paid about $80. When they arrived, they were the wrong color and were returned for the correct color. I was told the correct color was not available and I could get a refund or use the purchase price on a different order. I asked for a refund but have not received one--it should have been re-credited to the debit card I used for the purchase. They have ignored all requests for a refundDesired Settlement: I want my money back!

Business

Response:

Hello I am sorry about the issues you have had in getting your refund. It certainly should not be this hard or take so long to get your money back. I did some investigation as to why this process was stalled and your refund was not received. It seems you were replying to support cases that were already closed, meaning that we had not received a reply from you for over 30 days and the case automatically closed. Once the case is closed, we will not see any new emails that are sent to it. I do see where you opened a new case and the refund should now be processed very quickly. Once again I am sorry this process became so cumbersome and difficult, it was not intended to be this way. Thanks for your support and patience. [redacted]Director of SupportRazer|Wave Best regards,[redacted]Razer|WaveDirector of Support

Review: This problem is a misrepresentation of how shipping procedures for orders work, both on its website and by customer service before ordering. If shipping fails, they will make you pay for shipping. I have bought Apple computers before and did not have this shipping problem, and I have never had a package before that could not be held for pickup at the shipping facility -- not even alcohol. If I could have known Razer's shipping policies ahead of time, I would have bought a computer from a different company, or had been able to schedule a better way to get this computer. I simply would like this this policy to be clearer for future customers so they do not fall into their unintentional trap.

Also, Razer does not have a phone number to handle shipping and order problems. They work by email, and it is not sufficient when you need to have a conversation with someone. I found a phone number, and it is only for tech support for their products.

The problem:

I chose to order a computer from Razer in the Summer of 2013. Nowhere on their webpage explains that shipping a computer requires a person to sign, and that a package may not be held at a shipping facility (like [redacted]) to pick up. You also can't use [redacted]'s option to pay for a particular time of delivery, so you have to make sure someone is home during delivery and there are no other options. ( http://[redacted] ). The emailed ordered forms also did not explain this.

I move around for my job a lot, and I can't be around for 3 weeks to pick up a pre-ordered computer. I do have one permanent address with people who can pick up packages after 5pm, or who can pick up packages that are held at a shipping facility for pick up (like [redacted]).

When I asked about how to best ship a pre-ordered computer when I move around so much, I received this response:

Thank you for contacting Razer.

Unfortunately you'll have to provide a shipping address during checkout that can't be changed before shipment. You may want to consider shipping it to a stable address and either have it forwarded privately or pick it up when you can. Thanks for your interest in the Blade!

Best Regards,

Razer Support Team

Thus, I shipped it to my stable, permanent address, so I can pick it up when I can, as Razer customer support offered.

When Razer shipped my package 3 weeks after ordering, they shipped it by [redacted] Direct Signature, which does not allow for holds, or even for me to pay [redacted] to deliver it at a particular time of day. Thus, I couldn't work with friends and [redacted] to be able to pick up this computer. Over the phone, [redacted] told my housemate that Razer can change the requirements on the package so it can be picked up at its facility.

I tried to call Razer to come up with a shipping solution, but couldn't as Razer does not have customer service that can be reached by phone. Their tech support was wonderful and emailed customer service for me, as customer service can only be contacted through email. Razer's response was:

Thank you for contacting Razer.

Please arrange for someone to sign for your Blade tomorrow during normal business hours at the original delivery address provided. We cannot change your Blade delivery location or release the driver to deliver it without a signature. [redacted] will attempt 3 deliveries total before sending it back to the warehouse, where a refund will be issued automatically to you. Please let us know if you have any other questions in a reply to this e-mail and have a great day.

Best Regards,

Razer Support Team

This didn't actually address my issue. Now I need to... what, hire someone to break into my house tomorrow morning to sign?

As I said, the problem is that I only found out about these shipping policies during shipment, 3 weeks after I ordered the product, and well over a month after I started looking at the product. Their website does not explain this, and my previous discussion with customer service about shipping made it seem like I could send a computer to a stable address with no problem. Thus, I am busy attempting to work with a shipping problem that could have been avoided if they didn't misrepresent how shipping will work.Desired Settlement: Honestly, what I would like it for Razer to be more transparent with how they ship their products. They don't have to have shipping policies that would have helped me (changing address to my current address before shipping, changing [redacted] shipping so it can be held for pickup or forwarded to a friend who could sign for it outside of my house), but their policies should be clear enough so I can know not to buy from them. I'd really appreciate an apology for the frustration this has caused me this week, and I'd appreciate if they explain how they ship on either their webpage or at least on their email order forms for pre-order.

Business

Response:

Hello [redacted],

I am sorry about any problem you had in purchasing your Razer Blade computer from our website. I know it is frustrating to you, trust me it is frustrating for us as well. We would really like to sell you the product in the more convenient fashion as you have requested.

However, due to the extreme popularity of Razer we are often approached by customers who are trying to fraudulently purchase Razer products. In order to protect both our customers and ourselves we do have polices in place that help prevent fraud. Many of the requests you made we simply cannot do because of the protection polices we have in place.

I do see where your computer was successfully delivered last Friday. I am glad we got it you and trust you are now enjoying the Razer Blade. Thanks for your support and let us know if there is something else we can assist you with.

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.

The answer didn't address my concern. The response suggested that I wanted shipping policies changed and apologized for that. I personally had a problem with their shipping policies, but at wasn't what I was asking for an apology about. Unless their policy against fraudulent purchases is not to tell customers their shipping policies before purchase, I specifically said in my request that I wasn't asking for policies to be changed, but for Razer to make their current policies transparent and easy for a consumer to find out before they enter into a business relationship with them. (Especially as they do not have a phone number for customer sales support.) I pointed to their online materials and support emails to back up my experience. Letting alone that they misrepresented their shipping policies to me by suggesting that I just had to have a package shipped to a stable address to receive their shipment, I just wish at minimum that they would recognize that their current online shipping policies are an obfuscation of their policies at best, and they would attempt to make it clearer for others in the future. I had to get a friend to take a day off work very last minute to get the package, and it would have been so much easier if they told me the package couldn't be held when I ordered it 3 weeks in advance. If I had a way of knowing when I was shopping, I could have ordered from a different company, or I would have known in advance to schedule a friend to house-sit.

Regards,

Review: I originally purchased a Sabertooth controller from Microcenter 11/01/13 and less than 3 months later the controller started not functioning properly by having faulty triggers. I contacted Razer and they sent me another controller. This controller almost 2 months later encountered the same issue as well. Now when this one stopped working, not only did Razer initially make me pay for my own shipping label in order to ship it back to them. When I received a shipping notification in relation to my RMA number for the second controller. [redacted]. The shipping is going to the incorrect address and it is not even my product. The correct shipping address is stated in my request for RMA as well as the label they eventually sent me to send back the defective product. However, now they are sending the incorrect product to my incorrect past address.Desired Settlement: At this point I just want to be done with the controller as a whole. I would like to be refunded my cost for shipping the controller as well as the amount the controller costs retail as it has been a completely defective product and so has the customer service. Shipping of this controller was by Priority 2-Day USPS and I would like to be refunded the amount it would cost to ship to their location from my zip code of [redacted]

Business

Response:

Hello [redacted]

I am very sorry for the problems you have had with your Razer Sabertooth. And also the fact that our system cross referenced your old address to send your replacement to. These things should not of happened and I know this must be very frustrating for you.

We are not able to refund purchases not made on the Razer Website, nor can we refund purchases made well over 30 days ago. But we want to want to make this right for you.

A new Razer Sabertooth will rush ship out to your correct address ASAP. You should receive new tracking details when it does.

I also want to give you a gift voucher for the RazerStore equal to $50.00. You can use this code at www.razerzone.com.store and it good for $50.00 [redacted]

Thanks for your support and patience with this manner.

Best regards,[redacted]

Consumer

Response:

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.

Also, what should be done about the mouse that was sent to the old address?

Regards,

Review: On 1/15/16 I purchased a Razer DeathAdder Chroma mouse from the Razer online store. It arrived on 1/23/16 with defective buttons and I promptly opened a support case requesting a refund that same day (case# [redacted]). Someone responded on 1/27/16 to begin the process. On 1/28/16 they sent my case over to their "order support team " and requested the serial number of the product (which I provided when opening the support case, and once again provided upon this request). After not hearing anything from them for several days, and several attempts to contact them through replies to the support email, it is now 2/7/16 and nobody has gotten back to me to move this case forward. They have even gone as far as to block me from their Facebook page after I voiced my concerns (along with several other dissatisfied customers complaining of non-responsive support staff).Desired Settlement: I opened the support case with them within their 14-day refund policy, so I expect them to honor a refund. I am willing to ship the defective product back to them on my own expense, for a prompt return of my money that they've been holding for an unreasonable amount of time.

Business

Response:

Hello [redacted],

Review: I placed an order from Razer's online store, and accepted the default shipping method of "Economy." This shipping method listed a shipping time of 4-8 business days. It also made no mention about that shipping estimate being different for HI. The order was placed on 2015/07/15 and it shipped on 2015/07/17. On 2015/07/26 I opened an order support ticket because tracking had stopped, and I was expecting it to be delivered soon. On 2015/07/27 support stated that economy shipping to Hawaii takes 3 to 6 weeks. This very different shipping time was a problem for me as the order was placed to replace an already failed item. Support indicated there was nothing they could do because the order already shipped. As of writing I have not heard back from support on my last response dated 2015/08/03.Desired Settlement: Since I am already out the lost time and have received the order, I would like to see the shipping and payment section of the online store's checkout process updated. If a ZIP code in HI is selected they remove the "Standard" shipping option but there is no mention that the listed shipping estimates do not include Hawaii. The current checkout process is misleading and feels deceptive as a consumer, as it is common practice among online retailers to note varied shipping times to Hawaii separately.

Business

Response:

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,

Razer|Wave

Director of Support

Consumer

Response:

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,

Review: I have been dealing with Razer for over 2 months on this issue. I had purchased a Razer Hydra and sent it in for repairs when a button failed to operate. After a month, I ended up receiving a broken Hydra back. This one was missing screws and had a large internal object rattling around inside. I brought this to their attention and after several weeks, more than 5 emails to them, and receiving multiple promises that a new one would be sent out within 48 hours, I was told that they were out of replacements and issued a quite dismal credit to their own store incapable of even purchasing a reasonable facsimile of a similar level of product.

The most frustrating fact has been the disrespect in the form of long periods of no contact and the incredible lies that they have sent me.

I received an email on Jul 31 saying

"[redacted],

Perfect, I am setting up the replacement now. You will receive an email in the next 48 hours with tracking information for the fresh replacement coming to you. "

I emailed them about not receiving any emails on Aug 7 where I received a response on Aug 9 stating

"Salutations [redacted] ,

I have set up another replacement to be shipped soon. Sorry for the delay. You will receive an email once it has shipped.

Sorry for the delay.

Best Regards,"

Once again, I did not receive any notice, on Aug 14th I sent yet another email requesting an update and complaining about the lack of support that I'd received.

On Aug 15th, they sent me an email finally informing me that they were out of stock and had been the entire time. They gave me a coupon code usable only for their internal store good for $99. The coupon code does not cover shipping and does not provide a suitable replacement product. The coupon code is also highly limited in terms of what I can purchase with it and in timing.

The disrespect of lying to customers and ignoring them for long periods of time is unacceptable. I have tried, time and again, to get this resolved in a reasonable way. I have given suggestions, options, ideas, and recommendations on how they could properly resolve this issue and I've been brushed off, ignored, and treated with contempt. I cannot abide by a company treating the ones that allow them to be successful in such a way.

The same day, I replied back about my frustration at their so-called "solution" and gave them suggestions on how to resolve this appropriately. Some of the smallest and most simple solutions involved just getting the still broken one that I have and fixing it. I was told on Aug 16 "We have escalated your issue to a specialist who will personally handle your case and get back to you shortly." To this day I have still not received any responses.

Each email was sent unsigned and without any way to know who I was talking to. For all I know I've been emailing the same person who lies about escalating the issue. Or I could be dealing with a different random person each time. I am completely unsure of what they know or who can help.Desired Settlement: I want an apology from Razer itself as well as from each of the representatives who told me that a replacement was on it's way.

In addition I would like new policies put in place so that customers do not continue getting lied to. The representative being misinformed does not change the fact that they lied saying one would be on it's way. If they're not sure it's available, they shouldn't be stating things like facts. I would also like them to institute policies that enable them to respond to customers in reasonable times. I understand that some issues take some time, but even an automated occasional message letting me know that someone is still aware of the issue would be sufficient. I also believe that knowing who you are talking to is critical. I understand that putting a person's full name may be inappropriate especially for small teams but at minimum a first name or employee ID so that we can figure out who we are dealing with. I am not trying to dictate how they run their company, and I'd settle for just an apology on that side.

Finally, I would like a replacement of my Hydra or something of equivalent value to ME. I still have the one that they had me cut the cord of, I'm certain that if they got it back they could fix it and return it to me. Offering me a coupon code that wouldn't even replace the product that it's for (You can't just ignore shipping) is not acceptable. I believe at MINIMUM customers should be given a shipping waiver with their credit in addition to the retail value. I believe that the credit they offered me is an insult to me as they're essentially demanding I give them MORE money to get what I've already paid for and deserve.

Business

Response:

Hello [redacted],

Review: On 1/12 I ordered a Razer Forge bundle that included the razer forge and a controller. The item arrived on 1/15 where I discovered that the advertised USB port on the back of the forge is locked, and your are unable to access it without extensive software modifications.

I put a ticket in on 1/16 asking for a refund. on 1/16, I received an automated message asking for me serial number. I replied to the e-mail on 1/18 with an image of the UPC and serial number on the box. I then followed up with another e-mail on 1/20 with the serial number in text form, just to make sure the serial number was sent to customer service without issues.

I never heard back from customer service, and it's been almost 2 weeks since the date I put the original ticket in for a refund. I'm worried that Razer is running out the clock on the 14 day warranty for returns.Desired Settlement: It would be great if they could respond to my ticket and give me and RMA number so I can mail the forge back and get my money back. Either that or if they would simply refund my money, that would work as well. Overall, I would like to return the product and get my money back.

Business

Response:

HI [redacted]

Thank you for your RazerStore.com order made on January 12,

2016. I am sorry about any delays in processing your refund, you just kind of hit us at a really busy time of year.

We understand that the Razer Forge TV Bundle did not meet your

expectations and we are working on the ticket you raised and an email with return

instructions has been sent to you since your order qualifies for the RazerStore

Return and Refund Policy. (http://www.razerzone.com/store/returns-refunds

)

For additional assistance regarding your existing case, please

contact us directly at [email protected] and we would be happy to

assist you.

Thank you very much for your time and patience.

Sincerely,

Team RazerStore

Consumer

Response:

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 would like to wait until the package has been received and the refund has been submitted. if the refund does reach me, then I would consider this complaint resolved. Currently I have been told that it may take up to 2 weeks after the package has been received at Razer to see the refund hit my bank account.

Regards,

Review: I ordered surround headphones on Nov. 19th 2014. I entered my current address into the system, but their system didn't update the information when the order was placed due to a fault in their website. They sent my product to the wrong address and now customer service refuses to honor their end of the deal. $[redacted] is what I am owed for a product I have not received.Desired Settlement: I want my purchase, which I have already paid for.

Business

Response:

Hello [redacted],

Review: I purchased a laptop from Razer for $2,300 less than a year ago that is still under warranty. The letter "i" key had started losing sensitivity and then stopped functioning all together. I sent the laptop in for repairs and they respond that it is liquid damage and not covered by their warranty. They also requested 310$ for repair fees for my single keyboard key. There is no way I have ever spilt anything on the laptop, and I do not have sweaty hands. There is no way this is liquid damage, I have babied the laptop the entire time I have owned it. It is ridiculous to expect a single key to fail from a spill, especially since I have never had any liquid on my laptop. They expect me to pay 15% the retail price of the laptop to repair something that was definitely NOT liquid damage and was simply a key failing under proper use.Desired Settlement: I just want my warranty honored and that single key replaced, and I should have to pay for it when there is no way my warranty was voided.

Business

Response:

Hi [redacted]

Review: In August 2014 I purchased a Razer Gaming keyboard and mouse from a Walmart in Jacksonville, FL. The products do not function as advertised even after several months of investigating "how to" procedures from the manufacturer found online. As Razer claims a (1) year limited warranty on all computer hardware and "If you are unable to return the Product to the Razer reseller for whatever reason, or if you have purchased the Product directly from Razer at www.razerzone.com, then please follow the steps below: - See more at: [redacted]" I have tried to make the appropriate warranty claim. Razer customer service refuses, stating that I must purchase the product directly from them to qualify for a refund. The Razer products Do Not operate as advertised and they refuse to honor their publicly stated warranty.Desired Settlement: I would like a Return Authorization Number from customer service so that I may return these (2) products to the manufacturer and a refund of $234.17.

Business

Response:

Hello [redacted],

Review: I bought a pair of headphones(Razer Kraken Mobile Blue) from Razer on December 7, 2015. I received them within a couple of days on the same week(December 9th). When I opened them and plugged them into my electronics(IPod,desktop computer and a tablet) the right ear had no sound coming out and the other was very low quality. The remote on the wire plugged into the ear wasn't working either. So, I contacted the company immediately the same day and asked for an exchange. We were in contact for three days to work out the process of sending the defective product back. I received a RMA number from FedEx on the 11th and I took the package to a local shipping client on the 12th and it was shipped on the 14th. It was received on the 17th and I got an email for a confirmation on an order for the exchange totaling 0.00. They shipped a replacement and I got it on the 22nd but the problem was not fixed and instead it had gotten worse. Neither ear was working and was very poor quality. I filled out another customer service form for a refund on the same day and they did not respond back. I filled out another request and it was left unanswered again (December 29th). The third time, I called and they said they will respond with an email within 24 hours from Order Support and did not(January 5th). I called again a day later and they said they will send an email again and did asking about the previous email wanting to know if the order placed on the 17th was the replacement that I want a refund for (which is true) so I responded saying it was and didn't receive a reply(January 6th). I waited two days and emailed them again stating the order on the 17th of December was the one I requested a refund for and have not gotten a reply(January 8th).Desired Settlement: I would like to receive my money back. ($122.23)

Business

Response:

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

Consumer

Response:

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,

Review: When I ordered a SWTOR 7.1 headset from NCIX, on NCIX's website, on Razer's own site and on a sticker on the product itself, a code for a special crystal for the Star Wars: The Old Republic game was advertised. After purchasing the headset, and before I could use it, Razer took down the page for the SWTOR headset and refused to honour their offer. I contacted their email support staff, and was told that the promotion had ended and there was nothing they could or would do. There was no mention anywhere (on any website or on the product itself) of a time limit on the promotion. The crystal code was one of the factors in my decision to purchase the headset. With Razer's refusal to honour their advertising of this offer, I am frustrated and feel tricked. I believe that this is unfair and dishonest on the part of Razer. I do not understand why they would not have enough codes to cover the number of headsets they manufactured.Desired Settlement: I would like the code for the crystal or a proper explanation as to why they would not have enough codes to give out based on the number of headsets manufactured, and some sort of equivalent compensation.

Business

Response:

Hello [redacted],