Razer USA Ltd

Review: In August 2013 I purchased a Razer Onza Tournament Edition XBOX 360 controller. It worked fine shortly after, but I hadn't used it again until a few weeks ago where I noticed the input would drift or stutter and could not be recalibrated. After searching online I discovered many, many customer complaints of the exact same issue on amazon.com, and many negative reviews about the overly strict warranty requirements and apathetic customer service process.

http://www.amazon.com/Razer-Onza-tournament-Xbox-360-Xbox/product-reviews/B004DT...⇄ />
Naturally, I still contacted Razer for support but they keep replying stating the product is out of warranty and that I need a proof of purchase to prove them otherwise. A product should not be out of warranty after less than 6 months, and a company should not refuse to help customers who have the defective product in hand. I do not have a receipt from the place of purchase, and can't go back and get a copy since I was traveling at the time. Instead of getting over it, and maybe having me send the defective product (which has a serial number) back for a replacement or repair, Razer only keeps repeating my product is "out of warranty" (what system are they looking it up in? they won't answer) and that I need a Proof of Purchase to prove otherwise before they will provide support.Desired Settlement: I would like a Razer Sabertooth XBOX 360 controller since many online reviews indicated repeated subsequent failure of replacement Onza TE controllers. It would also be great if the customer service process treated customers like they are valued, and not assume every customer complaint is a criminal scam to get a free controller.

Business

Response:

Hello [redacted],

I am sorry about the problems with your Razer Onza.

In looking at the details of your case it does appear your unit should have been sold well over 2 years ago and therefore out of the one year warranty period. We can tell this because of the way we track our serial numbers.

If you have a purchase receipt from an authorized reseller that shows the unit was sold less than one year ago we would be happy to replace your unit for you under the terms of our warranty. I am sorry about the troubles we do appreciate your support. I hope you understand the reason behind this requirement and our policy.

To show our good faith I am extending a $35.00 voucher that is good on the Razerzone website for any product that is currently in stock. Simply use this code at checkout, zuq84nn2q

Best regards,

Glen Frick

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.

$35.00 would not cover the cost of a new controller from Razer. As I stated in my original complaint, I'd like a repair/replacement or a new controller of a different model type. Offering me 35$ to buy a new controller from their site (which ranges from 59.99 to 79.99) is just insulting. Why would I waste more money on a company that makes controllers that break from minimal use in less than 6 months and then refuse to repair or replace them?

Review: I purchased a Razer Naga 2014 Right Hand Edition from Razerzone.com with a gift certificate I received from the last case with Revdex.com. I received the mouse only to find that it is defective. I called support and opened a case to troubleshoot mouse. I troubleshooting they had me do only was a temporary fix. I then was told that I would have to RMA my mouse. I asked multiple times if the unit that I am going to receive as my RMA unit will be a brand new mouse in original retail package since I am within the 30 days of original purchase. I asked this question three times over the email chat with no answer still. I also called twice and asked but when you call support they just had someone email you back. I am unable to get any answer from anyone over there. I have asked to speak to a manager and asked for a call back but still no call back. I am very upset to see that I had issues with support in the past that they still can not improve their mistakes and problems with support.Desired Settlement: I would like a brand new still in retail packaging mouse.

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.

I need to know 100% that the unit I receive will be brand new in retail packaging. I don't want to hear that it should be brand new. I would like some to have in written format that the unit I will receiving as my RMA replacement will be 100% in brand new unopened, untouched retail packaging.

Regards,

Business

Response:

Hello,

Please pardon the delay in my response, for some reason the follow up email from the Revdex.com ended up in a junk filter. I just happed to look in my Junk queue and saw the email today.

But yes, once your defective unit is received a brand new unit will be sent back to you.

Thanks,

Review: I Paid for a "Razer edge tablet" on 4/4/2013 for exactly $1,014.82 on preorder. I received it on 5/01/2013 (FedEx tracking of: [redacted]). I had issues as soon as it was out of the box as in the touch screen and other things of the system not working buttons, switches etc...

I asked when I was RMAing it the first time that I would like to return it and be refunded. They told me I would have to pay for shipping even though a RMA has pre paid shipping. Later finding out that was a lie and they where trying to push me over the 14 day period they have for returns. I have RMAed it over 7 times and in the last 5 months and the warranty will expire in the next 6 months. Every time I RMA it they tell me they reinstalled the Operating System and everything works correctly. Though every time I get it back it has the same issues I sent it in for. Also one of the times I RMAed it it came back with no power supply how am I suppose to charge it?...

I want a refund for a Defective product I received. I told them that I will look into legal action if this is not resolved and they shrug it off like I can't touch them. For the last few weeks I have not gotten any emails or any response from Razer.

Ive had no luck with working this out with them and expect something can be done.

I have pasted some emails about past conversations about this product.

-----------Razer Zone--------------

Hey Aaron,

I'm sorry you feel that way, you are entitled to take any actions you wish to. Unfortunately, you are outside of the refund window. There is nothing wrong with your unit, we have it up and running ready to go for you. Please supply a shipping address and we will have it right out to you.

Best Regards,

Razer System Support Team

[redacted].

------------My Reply-------------

If I am not refunded I will take this further up with Revdex.com and take legal action.

-----------Razer Zone--------------

Hey Aaron,

We just received your Edge back as the package that was sent was refused. Unfortunately, as previously stated, we are not able to issue a refund for the product. We have gotten it all setup in Windows and it is functioning perfectly. Please let us know the address you would like the product shipped to. I apologize for the inconvenience, Thank you.

Best Regards,

Razer System Support Team

[redacted].

-----------Razer Zone--------------

Hey [redacted],

I have finished testing your Edge and everything seems to be perfect, so it must be the microsoft account you were using. You might try a different account or contact microsoft to have the account reset and see if the issue persists. I have also included a recovery stick if you ever need it in the future as well as a replacement AC adapter. I have pre-setup windows and activated Windows and did the updates and everything, so it should be good to use right out of the box. I have also been authorized to extend your warranty by 3 months. Please let us know if you have any further questions or concerns. Your FedEx tracking number is: [redacted]

For instructions on how to use the recovery stick, please see the below link:

Edge USB Recovery https://copy.com/7MIoCRVAE1Uo

Best Regards,

Razer System Support Team

[redacted].Desired Settlement: I expect to be refunded the full amount for the product I returned and no longer have. They are wanting to send it back to me when I tell them to not send it back.

[redacted] for me denying the package that they tried sending back.

They currently have the $1,014.82 paper weight I want a refund for.

I do not agree with paying for their "beta research" is what I consider it.

Business

Response:

Hello [redacted],

Review: On December 21, 2014, I purchased a pair of Razer Adaro In-Ear earphones. Last week they quit working. I contacted Razer as the item is still under warranty. They requested further information from me, including proof of purchase and the product and serial #'s. I provided the proof of purchase but did not have the product or serial number. They refused to process my return because of this. However, NOWHERE in their published warranty is there anything about having to provide the product and serial numbers. The only thing it says must be provided is the proof of purchase, which I have.Desired Settlement: Refund via credit card or replace the earphones with the same model.

Business

Response:

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?

Review: I purchased a razer edge pro in early December of last year from the Microsoft store in partnership with this company. At time of sale I contacted both MS and razerzone.com about the keyboard docking station presented in this link:

http://www.razerzone.com/gaming-accessories/razer-edge-keyboard-dock

I was told by razer at that time that they would add me to a waiting list and would advise when the product became available. I was told it might not be available in the MS store and to check razer's site regularly. Due to technical sissues with the device, I had reason to contact their tech support agents several times over the last year and during those discussions, I was told the keyboard docks were on back order, or waiting shipment from the warehouses.

Recently my need for the dock ahs increased as this machine is becoming my primary PC. I bought this PC because I could use it as a laptop, a desktop, and a tablet. Without this dock it only serves 2 of the three functions I purchased it for. I contacted their support via email this time so I would have written documentation of the event.

When asked when this peripheral would be available I received the reply "The peripheral is not on back order status and since I have no information on incoming stocks, it could be that it is currently not being produced" from rep Ling-han T on July 10. I advised this was not acceptable and requested a refund as they had never met the obligations to provide the peripherals needed for this machine fully to do what I need and bought it to.

In a reply email they advised that "we cannot issue refunds to products that are over their 30 days validity from the date of purchase."

Had I known in that 30 day period that this dock would never be available for me to purchase, I would have requested the refund then, but I kept being told that I needed to be patient. I was led by the company to believe it would be available and waited beyond their 30 day period as a result.Desired Settlement: I am requesting assistance with:

1: Getting the peripheral that was promised me so many times by this company

2: An amicable exchange of technology that I can easily dock as a desktop and use as a laptop or touchscreen tablet.

3: A full refund of the purchase price of this device, the extended warranty on it and what peripherals I did acquire that work solely with it. Further, if razer is not going to make the keyboard dock for their tablet any more then their website should also reflect that so others will not be taken in by thinking this is or will become available to them. It should be in plain view that this is no longer available and those on the waiting list should be contacted to know that they will not be getting it.

Business

Response:

Hello,

I am sorry about the hard time you have had in locating a Razer Edge Keyboard dock. These were previously available but have since sold out.

We are presently looking to see if we can find any remaining units that we can potentially sell you. Please look for an updated email from the Razer Support team regarding a potential purchase of the dock you are seeking. I do believe we should be able to find at least one more of these somewhere.

Thanks for your time and support.

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.

I have read and reviewed the information provided by the Revdex.com and Razer in regards to this matter. Before selecting "Accept" or Reject" on the website linked in the Complaint Message Viewer I wish to give Razer some time to find a Keyboard dock and respond to me with a method of contact and purchase as mentioned in their message. If they are able to furnish the dock then I will purchase it and consider this matter closed.

Review: My warranty replacement has been in process for 3 months. Razer he had stock on their website for the past three weeks and have yet to send me my replacement. I am unable to contact the replacement department due to their being no telephone number to communicate with that specific department.Desired Settlement: I want a refund in real money and not store credit to their store or a new replacement to the keyboard they have yet to replace. This RMA process has been 3 months long and counting.

Business

Response:

Hello [redacted],

Review: When the Star Wars: The Old Republic gaming headset was announced I enthusiastically pre-ordered it. I had been very pleased with it, as I usually am with [redacted] products. However, two years after purchase, the headset began to crack in several places. I wrapped the cracks in tape and was content, despite the disappointment of such an expensive headset beginning to break after only two years. Shortly thereafter, however, the entire left earpiece broke off. I have taken exquisite care of this headset and if not for the breaks at the stress points, it would be nearly indistinguishable from a brand new headset. A $30 logitech headset from Walmart will last longer than two years, it is hardly unreasonable to expect a headset that cost over $100 to last well past the two year mark, especially when being cared for as I have cared for it. The issue that caused the break is the headset's design. Its shape and construction create high levels of stress on very weak points, something not seen in other [redacted] headsets such as the Starcraft II headset. For the price I paid, I expected a much higher level of product design, considering that this is more expensive than the Starcraft 2 headset which has lasted me for considerably longer.

Again, I come back to the fact that this is an expensive headset, designed to be worn by a class of people who wear headsets for prolonged periods of time and frequently don and remove the headset. Such a headset should, by all reason, last more than two years. This is absolutely unacceptable for a product "For gamers. By gamers." as the company slogan goes. I contacted [redacted] support and spent several days emailing back and forth. I sent pictures of the faultily designed headset and was initially met with a response that the reviewer of my support ticket could not see the damaged areas. Perhaps he was blind and did not notice that the entire left earpiece had simply broken off of the headset? After several days, I was ultimately met with an email saying that there was nothing that could be done as it is past its warranty date. Again, a $30 Logitech headset would have lasted longer than this; yet there is no remedy available to me despite the considerably higher price I paid for what I believed to be a quality product? This is absurd! A headset such as this is expected to last much longer than 2 years.

[redacted]'s about page states: "Our vision from the very beginning was to be the world's greatest gaming brand and we've set out to achieve that by designing the best gaming products that any gamer has ever used." The design and construction of a gaming product is just as important as the internal wiring and audio hardware. This is hardly among the best gaming products that I have ever used, and is in fact one of the worst gaming products that I have ever used. Reliability is just as important as sound quality and this was far from reliable. Furthermore, to refuse measures to ensure customer satisfaction is hardly the way to become "the world's greatest gaming brand."

In one month, my approval of [redacted] has gone from very high to absolutely nothing. [redacted] used to be my first choice in gaming peripherals, but if they do not possess a quality worthy of the price I pay for them, I might as well take my business elsewhere.Desired Settlement: I would simply like a replacement headset: either the same or another equivalent headset with Dolby 7.1 surround sound. I only wish to enjoy great sound quality without having to pay over $100 every two years to continue with the same audio experience.

Business

Response:

Hello [redacted],

I am sorry about the problems you have had with your [redacted] SWTOR headset. I know how frustrating it is to have a product not meet your expectations. Your unit does appear to be out of warranty and looking at the pictures you provided the problem does not appear to be related to a manufacturing defect.

However, due to your past support and because you are not 100% satisfied with the quality of your product I would like to offer you a voucher good for $50.00 at the [redacted] Store. Simply enter this code at check out and receive $50 off your next order. [redacted]

Thanks for your support and your time.

Best regards,

[redacted]|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.

While this is not entirely satisfactory to me, I do accept. It may, at best, pay half of the price of a new headset which is better than nothing.

Regards,

Review: I'm so upset with razer right now. I've received my black widow ultimate keyboard from razer as a gift from my girlfriend for my birthday, I haven't been overly happy about the keyboard, because a few of the LEDs decided to constantly blink, and sometimes won't turn on unless if I restart the computer. But that didn't bother me enough to consider it as a problem, just annoying. The real problem is when I try to download the new driver software, and performing the firmware update. The software took a long time to enter bootloader mode, then it says "reconnect your keyboard". So I disconnected and reconnected the keyboard, and now, the keyboard won't even turn on, AT ALL! No lights, and the none of the keys are recognized!!!! I spent 5 hours trying to figure out what the problem was last night, missing my game sessions that I promised my friends, and it still won't work! I followed all the instructions to turn off any other running programs, in fact, I restarted the computer before the firmware update and turned off any start up programs. So I know I did everything correctly. And now I have a computer, without a keyboard, due to razer's horrible software!!!!! I almost reinstalled windows on my computer, but since I dun have a keyboard that works now, I can't even do it!!!!! I'm buying a steel series keyboard today and going to try to reinstall windows, on top of all the different things I tried to do last night to get it to work. If that still doesn't work, I have some serious doubts about razer product's quality, both hardware and software since I seem to have seen problems in both from razer. And of course, I've had this keyboard for over a year now, so it's out of warranty. So razer's basically broke my keyboard after it goes out of warranty so I can't even get razer to fix it, great job! I seriously doubt that reinstalling windows will fix the problem, so it sounds like the keyboard is going into the trash at the end of the day, after I make a youtube video to document this!Desired Settlement: I don't want this keyboard at all anymore, this is basically dead paper weight to me, and I'm not sure if razer products is really up to the quality. I would rather have cash to go towards my purchase of a keyboard of a different brand than giving me any coupon/discount on their other products that razer will probably try to break after warranty expires just so I'll buy more things from them.

Business

Response:

Hello [redacted],

I am sorry you are having any issues with your Razer BlackWidow keyboard? Did you contact our support team regarding this issue? If so can you let me know the ticket number, name or email address used when you contacted us? I was not able to find a ticket using your current email address.

Judging by what you have said it seems like something failed during the firmware update on your keyboard. I cannot say with certainly what happened and it could be a number of things such as momentary loss in the internet connection or other issues. This should help solve any issue you are having:

· Unplug the keyboard from your computer.

· Make sure Razer Synapse Software is running on your machine.

· Then hold down the FN Key.

· While holding down the FN key plug the keyboard back into the computer.

· Wait 10 sec then release the FN Key.

· Synapse should now detect your keyboard and push the update again.

· Follow the onscreen prompts and let the update complete itself.

Let me know if that helps. If not let me know the following information and we can go from there.

Approximate date and place of purchase

Review: I recently purchased a watch (Razer Nabu Watch) from Razer.com. Upon purchasing the item and BEFORE the item had even been processed I requested the order be canceled via email to Razer support. I was denied in WRITING the request for the order to be canceled. I was told to simply refuse the package once it arrived and that should be sufficient to enough to allow it to be returned to Razer and receive my refund. However, I attempted to explain that I may not be home to do this, but was ignored. Now, the package has arrived ( I was unable to refuse it due to not being home at the time of delivery) and I again have contacted Razer support (5th time) requesting a full refund. I was told in WRITING that they will have to get back to me in 2-3 business days as my request has to be reviewed. I have been in contact with the support department of this company 5 + times over a refund request for an item that has was requested to be canceled before it was processed, delivered now and never been opened, and I continuously get refused. I am attempting to reach out to the Revdex.com for assistance in this matter before moving to the next step. It is very disappointing that you have to go to measure for $168 and you've never even opened the package and the refund policy of the company clearly states you can get a full refund within 14days. Needless to say I will never purchase from Razer again. Logitech will be my primary gaming company especially after having to deal with this type of situation.Desired Settlement: I want a full refund to the original form of payment and since I've had to go through all this trouble I also want the shipping cost paid now to send the items back. This isn't in the policy of the company, but since they've been putting me through all this trouble I am now asking for it.

Business

Response:

Hello [redacted],

I am sorry you no longer wish to purchase the Razer Nabu

watch. Our processing of orders is generally

very quick, so once you place the order on our website it is very difficult to

stop the shipment from actually leaving the warehouse. I am sorry we were not able to get your cancellation

request in time to stop the shipment.I apologize for any confusion in the matter but I am unable

to see where your refund request has been refused. We

will be happy to issue you an authorization for a return and a credit.

I do where the team is currently processing your request on support ticket number [redacted]. You should be getting

the return instructions and authorization number very shortly.

Thanks for your patience in this matter, we will most certainly

get this processed for you ASAP.

Best regards,

[redacted]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: We purchased a product from Razer USA Ltd that has not performed as advertised. When we contacted their tech support, on more than one occasion, the language barrier and suggested fixes were not enough to correct the problem. This company is advertised as an American company but it seems they outsource their tech support.

Enough time and effort has been spent trying to have this product perform as advertised.Desired Settlement: When a product does not perform as advertised, is damaged or for whatever reason it is not what was ordered, the company sends an e-mail so the consumer can print out a label with an RMA# and bar code that is prepaid and dropped off at the carrier they specify.

Then a timely refund when the product has been received by the company.

Your assistance would be greatly appreciated.

Business

Response:

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,

Razer - CSMThanks ,[redacted]Director of Support

Review: I order a headset for my son for x-mas. On the website they said ill have it for x-mas here it is almost a week and still no headset . due to no headset my son got no x-mas gift . I could only get him 1 gift due to me being disable vet and just had my shoulder replaced and med bills . I put my address in Prince George V.A. look at the tracking it was shipped to my old address in FL. When I called I talk to a guy name [redacted] and he promised us we would get it in time for x-mas.Desired Settlement: What would you want if you order 1 gift for x-mas and it didn't show up and now your son has no x-mas gift . No gift make this year the worst x-mas he ever had

Business

Response:

Hello [redacted],

Review: I purchased a brand new 130 dollar mouse from razer, the naga epic mouse. it had an extreme amount of issues, ranging form dropped connection to receiver, battery life was not 1/2 as advertised, failure to maintain a constant dpi just to start. there were other issues with it as well. I contacted support and after about one month of communication they agreed to exchange it. as excited as I was to receive the replacement, my joy turned to sadness quickly, the mouse they replaced my brand new one with was a mouse that was so used, the pads on the bottom were extremely wore/scratched and the buttons were glossy from previous use. this model of razer mice has a coating on it to ensure a firm grip while using and this coating was wore off of the buttons of my replacement mouse. I did not pay 130 dollars to receive a heavily used mouse. this is unacceptable service. I have a dislike for all razer products now because of this one situation. this is the first razer device I have purchased. I have briefly used others from time to time, but my own first purchase.Desired Settlement: I just want to be done with it and get a full refund.

Business

Response:

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,

Razer|Wave

Review: I have purchased a Razer Lycosa Keyboard and within a month I have already noticed the keyboard was not working properly. I have contacted Razer multiple times to get this resolved but Razer refused to help me exchange or attempt to fix the board. LycosaDesired Settlement: I would like a replacement for a properly working keyboard that does not have keys that stick. A replacement as promised by the first Razer rep is ideal. I would also be open to replacement by newer models as long as there isn't the same issue present.

Business

Response:

Hello [redacted],

Your unit is over 5 years old at this time and well out of the warranty period. (This is going by the purchase receipt you provided the support team).

The Lycosa is a discontinued product and has not been sold in sometime. We generally will not honor any claim on the Lycosa since it is so old.

However, I do believe we have an open box unit at the warehouse that I can send out to you at no charge in the name of customer satisfaction. I cannot guarantee it will work, but will be happy to send it out to you.

Thanks,

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 purchased the Model name/style/color: Razer Black Widow Tournament Stealth Edition Serial No (S/N): [redacted] Product No.: [redacted] from the Razer Store website. Date of Purchase: May 22, 2013I received the keyboard and the USB port on the keyboard was loose and would not keep a connection with the USB cable. I tried the keyboard for two days and contacted customer support. After an email and a phone call I was assigned an RMA for Case: 00115775. I called back when I received the RMA via email and asked why I did not get a return label. They told me that I was responsible for return shipping. I shipped the keyboard back via UPS for $17.00. Oh, and the address and the email was not accurate so I had to call Razer from the UPS store and they gave me another address. I received an email that Razer signed for my Keyboard and waited 24 hours for a response. I then called Razer and was told that they are too busy and would call me back. 24 hours later no call or email. I left a bad review of Razer customer support on Amazon and they replied the same day telling me to email the details. I did and 24 hours later no response. It is sad that we have to go through the Revdex.com to get a response. And it is sad that the Revdex.com still gives Razer an A+ rating. I make many purchases online and this is by far my worse experience.Desired Settlement: I want a full refund of the price of my keyboard plus a refund for the return shipping. This is the only company that I have dealt with that sends you a faulty item and then makes you pay to return it.

Business

Response:

Hello [redacted],

Review: I bought a gaming product from a "gaming company" In a 50% off sale. Everything was sold out the second they started the sale. The few product's they has left had no description of what the product had as far as specification's

Example. Weight,size,model,year it was made etc... Their server's where down because all of the traffic due to the

sale. So I bought the product based on the picture I saw, but it wasn't the product that was shipped to me.

So, I contacted the customer support through an E-mail. The same night I purchased the gaming mouse. I wanted to find out what I was buying exactly since I only had a picture to go by. I thought if I did this I could cancel the order before it shipped, if it wasn't what I wanted. Shipping said 3-5 day's which it took 7. on the 6th day I was finally E-mailed, but it was no help. So I called asking for a refund. I get typical run around, they want me to pay to ship back the product that's already under warranty. Worst part was that the customer representative I was speaking with couldn't help me. They had to put my ticket in a que to wait 24-hrs just to speak to someone about my refund.

It has now been 3 day's. No one will return my email's. [redacted] comment's asking what's going on are being deleted. [redacted] comment's being ignored or deleted. The return for this product is 14 from when it get's to my front door. I was told since I E-mailed Razer the same day of purchase to ask a question that some how starts the count down of the 14 day return policy. So when I finally spoke to them I had 7 day's left to return. Now it's 4 because they're taking their sweet time so I can get stuck with their crappy broken product. I want then held accountable, is this so much to ask? I read every where not to buy these product's from Razer Ltd. I should of listened.Desired Settlement: Refund my product, without having to pay again for shipping. Since they gave me the wrong product in the first place.

They should refund, and or give me what I original wanted at the same price.

Business

Response:

Hello [redacted],

Thank you for

your RazerStore.com order made on January 15, 2016.

We are sorry

that you are not satisfied with the product you purchased.

RazerStore.com

has a Returns and Refunds Policy (http://www.razerzone.com/store/returns-refunds

) which your order qualifies for. I do see where the support team has issued you

a return authorization where you can return your product for refund.

As soon as we receive

your product we will happy to issue the refund for you. According to our terms of sale you are not eligible

for free return shipping, but I will have the team issue you a pre-paid

shipping label due to any confusion you had with your Order.

Thanks for

considering Razer, we hope you will consider us again in the future.

Best regards,

R?Z?R |Wave

Director of Support

Review: This is the second defective product I have purchased from Razer. I got a black widow ultimate keyboard for my brother as a christmas present and there were 4 keys that would constantly stick when typing. For example, when trying to press the "o" key, there would be two or three "o"s instead of just one. This made it very annoying to type. I requested a refund and called Razer and they sent me the RMA information. On top of receiving a defective product, I had to pay shipping to send back the product and I am only going to get refunded what I paid for the keyboard. After I sent the keyboard, I got an email that said they received my keyboard and wanted to know if I wanted store credit or a refund, I emailed back saying I wanted a refund and they replied saying they would process it in 7-10 business days. 7 days later, I receive another RMA email as if I never returned the keyboard even though I have the confirmation they received it so I called Razer support again and the lady I spoke with said there was an issue when they tried to deposit my refund. When I asked her what the issue was, she said she didn't know so I asked if she could find out and was put on hold for quite a while. She told me the issue was that my bank rejected the refund which made no sense because I used my credit card which is not linked to my bank. She told me she would put my case as highest priority and I would receive my refund December 18th at the latest but I still got nothing. So I called my credit card company on December 19th to check if they rejected Razer trying to credit me back and they said there was nothing in the transaction history regarding that so Razer was making that up. My credit card company is going to be in contact with Razer as well, because they are not giving me back my refund within the time they said and they are making up false statements that are delaying the process. This is very frustrating and I just want my money back.Desired Settlement: I want my money back for the shipping I had to pay to send the defective product back and I want my full money back guarantee for what I paid for the product.

Business

Response:

Hello,

I am sorry about the confusion in your case. You should

have never received a defective product and the refund process should be a lot

easier. I understand your frustration and it does appear there is some errors/confusion with one the support agents who answered your case.

I am having my team investigate the refund and will make

sure you get a 100% refund of your purchase price. The credit

does take a few days to reflect on your credit card, but it will appear.

Thanks for your support and your time.

Best regards,[redacted]

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,

Consumer

Response:

This is the second complaint I have to file against Razer because of how incompetent their customer service is. I purchased a Razer Nabu X smartband in January of 2015 and noticed that the charger was no longer working so I contacted customer service to get a replacement charger since I was still under warranty. They told me I had to send in my Nabu X and not the charger which I thought was odd but they said they would just send me a replacement Nabu X because it was under warranty and the issue could have been with the band and not the charger. I sent in my Nabu X on May 6th and they received it at Razer Headquarters in Carlsbad on May 7th but I guess they send it to another place to fix because when I asked for an update on the status I got this email on May 15th saying "We only just received the returned unit yesterday. Please allow a few days for processing and we'll send you a tracking number once the new unit it shipped." More than a few days have passed since it is May 28th as I am writing this complaint and still I have not received my replacement Nabu X smartband. I constantly am emailing the support to get updates on why my replacement hasn't shipped and I have not received any answers. I am very frustrated because I don't understand why it takes weeks to ship a replacement when it should only take a couple days and I have not even gotten any confirmation that I will be receiving my Nabu X. It seems like they don't even care and it's not fair because I paid a lot for the smartband and I would just like it to be sent to me.

Business

Response:

Hello,

Review: Purchased death adder mouse at walmart over 30 days ago, under 60 days. Double clicks constantly, scrolling mechanism broke due to no fault of our own. Mouse barely works, paid $79.99 for it and it's the only mouse we have. Customer service wouldn't replace it, wanted my mouse back first making my computer useless without a mouse. There are several reviews online showing a pattern with this mouse and the exact issues I'm having. No one speaks clear English at the call center,, called Carlsbad office and was told that's all I have to work with and there's no one who speaks better English. Let them know there was a communication barrier and I couldn't get past it because I can't understand them. Mouse is defective, has known issues but will not replace it, asked to speak to soneone I can understand, was refused.Desired Settlement: I want my defective mouse replaced. I need my computer and can't afford to be without it while waiting for exchange. This mouse has known issues and I need to speak to someone I can understand.

Business

Response:

Hello [redacted],

Review: I have been a loyal customer of this company for years, yet every product (various mice) I have purchased from them has been defective after less than a year. After attempting to contact the company to return the item the email responses continually ignored my responses and questions and sent scripted replies that were not directly relevant.After finally getting a hold of the RMA department I was asked to send my mouse in for RMA at my own expense. I have done so, but have attempted to complain about having to pay for the shipping out of pocket to return a defective device. There are no contact options with the company except email at this time. Each time I attempt to email the company to have my complaint heard I am given a scripted response attempting to troubleshoot the issue which prompted the original RMA return instead of filing my complaint or even acknowledging it. It is very bad policy to expect the customer who paid a premium for a specialized device to pay out of pocket to have a defective product returned.Desired Settlement: I would like to be refunded the cost of shipping the defective unit.At the very least acknowledgement of the original complaint would be a start, or even simply a method of contacting the company and it's management with anything other than a generic email form.

Business

Response:

Hello [redacted],

The way I was treated by Razer 10/1/2015 was unacceptable. Razer is an American company which specializes in products marketed specifically to gamers. The Razer brand is currently being marketed under Razer USA Ltd. I was hung up on, over talked, called Sir repeatedly when clearly stated I'm a Ms. I was even lied to. I've had multiple (4) mice exchanges which have all been defective since 2012 with the company. I asked to upgrade to a different mouse since the one they sent out every time kept breaking every few months. I was told then that my warranty would start over with the new replacement mouse. My current mouse broke, I called it in thinking I'm under warranty. When I had got my replacement mouse around 4/23/2014. It's only been a year and some months, not two years. First I was told Its past the 2 year so I can't get a new mouse. Then I let them know what I was told about the 2 year warranty. Then I was told it wasn't under two year and it was from the 4/23/14 date til now. It should still be under warranty. Then I was told it was under a 90 day warranty when my current mouse had gotten shipped out as a upgrade/replacement and they will not grant me a replacement mouse. The manager whom I spoken with named Ralph let me know they know which products are defected and they knew they send me out bad mice. I asked then how is it I'm under a 90 warranty if you guys admit to sending me bad products. Not to mention I was told my two year warranty renewed. 90 days isn't enough time to check to see if the next mouse would be defected. The manager refused to transfer me to someone else of higher authority and transferred me to himself and would not do my request to file a complaint. I will no longer support their product period.

10/2/15

I got a email from Razer support tech team from the manager Ralph who I let know I will be reporting. He admitted fault and said he would pass the email on to his manager stating that he will take the consequences of his actions and that he is sorry for bad customer service. The same guy who wouldn't transfer me and who lied to me during my phone calls with Razer. I cannot trust their product or their employees word, since I've been dealing with this company since 2012.

Sincerely,

No longer a customer.

This has got to be the worse company I have ever dealt with. My son ordered a controller that was defective when we received it....we also spend extra for over night.....after almost one month I still have not received the new controller. Every time I call they tell me they will send me an email telling me when my controller will be sent. No one in the company can answer me and tell if they have sent it. They have the controller now for seven days and all I have is a very upset child who used all his birthday money for this product. I will be telling all of his friends not to purchase any of this company s products. This is just the most awful and sick way to run a company.