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My Razer customer service story

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#1
I just wanted to share my Razer customer service story with you all.
This is just my experience but I thought it would be interesting to tell. I'll keep it short as I can
I've owned 2 Razer mice and 2 Razer mouse pads. All 4 of these have malfunctioned so as not to work properly anymore (mice) or in the case of the mouse mats (Vespula and Xact mat) have fallen apart just past the warranty period. To be fair, the Xact mat only had the covering come off the wrist gel. I really like Razer stuff and design, but have always found it to be cheaply made.

I decided I had nothing to lose and just wanted to tell them how I felt about their products so I sent an email with a couple of pics to customer service. I got the first email assuring me that all Razer products are made with the highest quality blah blah blah, and they finished by saying how can we make you a very satisfied customer.....
I replied by saying, you could replace one of the 4 products I have, that would make me very happy. Keep in mind I told them that all this stuff was out of warranty.
Their reply was that I should send them proof of purchase so they can check the warranty. (rolls eyes)
They told me that the Razer Vespula has a 1 year warranty and I should be ok with that one and I sent them a link to the store here in Canada (Canandacomputers.com) which is no small store....showing that on their website it shows the Vespula as a 6 month warranty, not 1 year like Razer says it is. And of course after the 6month period I threw out this reciept anyways thinking it was no good! And I also told them they should contact this company to tell them this. I'm sure they will get right on that.

After many more back and forths , they finally said the best we can do is give you a 20 dollar coupon to our online store. And because I was not really expecting anything I was like ok this is fine.
They said ok great we have put in the request for the coupon and you should hear from us soon and it's 20 dollars and it expires in .......wait for it.......30 days.

So I email them back and I'm like after all this crap you give me 20 dollars and tell me I have to spend it in 30 days???? Are you guys for real? Who does this?
I have yet to hear back from them or receive any coupon. Last email from them was a couple of weeks ago.
It's a shame because I do like their products, but no more for me.
 
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#2
Wait, I'm confused, after harassing someone from customer service about products failing outside warranty (sucks but it happens), you got a $20 coupon and are mad that it expires in a month? Literally what did you expect?
 
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#3
sounds like they hired the customer support bots from fashonnova.
 
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#4
Depends where do you live. AFAIK in EU products must last for a certain time, so even if it fails after the warranty has expired, in some cases the EU law does make the seller (or manufacturer) have to replace it.

I don't know does that make any sense, it's easy to explain in Finnish and I'm so damn tired right now. :D
 

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#5
Depends where do you live. AFAIK in EU products must last for a certain time, so even if it fails after the warranty has expired, in some cases the EU law does make the seller (or manufacturer) have to replace it.

I don't know does that make any sense, it's easy to explain in Finnish and I'm so damn tired right now. :D
That's how it works in Sweden. You can do reclamations on stuff up to three years after purchase, but only if the problem is like a fabrication error or something. Wear and tear is not covered by it afaik.

But yeah the OP got out ahead of the game here. Why is the time limit the thing that upset you?
 
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#6
That's how it works in Sweden. You can do reclamations on stuff up to three years after purchase, but only if the problem is like a fabrication error or something. Wear and tear is not covered by it afaik.
Thanks, you explained it better. :)
 
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#7
they should have an excellent one ... given the cr@p they sell ... (unless branded OEM, ex the Seiren ... which is not Razer but plastered Razer ... and overpriced)
surprising to see a Razer product outlast his warranty, literally the only product from them that didn't fail in the first 3 month was a mouse bungee ... and i also had a mouse pad failure ... a Razer Destructor whose surface self destructed (wearing off and falling in little pieces), tho it had a nice carrying box. although it's a normal reaction/answer from them

for my side ... well they might have failed inside the warranty period but i rarely RMA'ed them ... only one was sent back .... 4 time in 9 month (each time the replacement failed :laugh: ) so i deemed that it was useless to RMA or buy any of their product anymore.
on the other hand, no product from Logitech, Roccat, Medion and even Trust and Sharkoon (!!! even a cheap brand like them do better) failed me (and most of the time are cheaper like the Roccat alumic )

as a proof ... well, even their mousemate have a warranty, aherm my Roccat Alumic has no warranty, but the wristrest or the mousepad itself would never fail (i know i know... never say never ... tho given the number of years i am using it ... it's aimed to go that way )


Wait, I'm confused, after harassing someone from customer service about products failing outside warranty (sucks but it happens), you got a $20 coupon and are mad that it expires in a month? Literally what did you expect?
actually... the OP thought the product only had a 6month warranty which made him throw away the receipt (that would never happen to me tho ... ) and for the 20$ coupon ... well he heard of it but never saw/received it ...


Wear and tear is not covered by it afaik.?
and wear and tear because of fabrication error? ... the surface wearing off prematurely is clearly an fabrication fault ...
it's rarer than Razer (that i had a failure with a peripheral ) but i got a replacement under warranty for a mouse surface wearing off from Trust, the replacement never suffered that issue again

Razer would refuse wear and tear issue because "outside warranty covering" even if it was clearly their fault, result my Razer Destructor (whose only redeeming feature was a neat carrying case ) got replaced by a half his price Roccat Siru, that i still have to see it fail after 2 yrs of use (same kind of usage also )
 
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#8
Fairly typical response from a customer service droid. After that experience of failing products, I wouldn't buy their crap either.

I've never bought any of their products so far and frankly, after all the negative stories that I keep hearing about them, I think I'll stay away.
 
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#9
I really do not understand why you screw with Razer itself.

The seller itself and only him is responsible for the warranty service.

It is a matter of perception of things. If there is a fault, write a official complaint, ask money back from the seller. If not there is consumer right defense organizations in each country... why you make a circus? It is all pretty straightforward in each country.

Only an expert can decide if the thing is faulty by a manufacturing flaw. Not YOU. Also experts can be found with an help of consumer right organization.

I had like 3 razer devices, none of them went bad for me. It is a matter of luck for any maker, the modern online whiner bunch often does produce wrong impressions.
 
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#10
I had like 3 razer devices, none of them went bad for me. It is a matter of luck for any maker
i consider myself as a pretty lucky one ... with anything else than Razer :laugh: but that does not mean they are worth something (specially not the price they sport )

the mouse bungee i still have is a good example ... what can go wrong with a mouse bungee, it's too simple to fail that (thanks Razer ... ) yet it was priced 2/2.5 time higher than other bungee that had, for some, more features (mainly USB hub) why did i choose that one? well it was black friday and i got it for 5$ ... nonetheless i don't use it anymore (it had some flaw, tho unlike the rest, didn't break)
 
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#11
Well, I have not, nor will I ever, buy anything with a Razer label (and Antec) on it, simply because every one of their products I have ever seen strikes me as cheap p.o.s crap... in design, style, ergo, construction and build quality...

And as you may have guessed by now, I don't do cheap p.o.s. crap, for 'puter stuff or otherwise....

I shop diligently (quality vs. price vs. value) for what I want, and don't mind getting a good deal.

But going cheap and then having to replace/rma. stuff in 6-12 months is counter-productive and only negates whatever little $$$ I may have saved to begin with IMHO....

Finally, just remember that you will NEVER win when fighting with companies like Razer over $20 items....p.o.s. or not, they are what they are.... Legalized gamblers who bet on people never complaining or requesting refunds/replacements, but rather throwing the items away and buying new ones....

Having said that however, not all companies are like that. My recent expeiences with Corsair, EVGA, Thermaltake, EKWB and others have shown just opposite....good, solid companies that make good reliable products and aren't afraid to stand behind them with excellent customer support and service after the sale....

Ok, rant over, everyone can go back to snooze time now o_O
 
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#12
Wait, I'm confused, after harassing someone from customer service about products failing outside warranty (sucks but it happens), you got a $20 coupon and are mad that it expires in a month? Literally what did you expect?
I wasn't harassing anyone. I was just telling them I was disappointed with their products and the one was clearly labeled where I bought it as 6month not 1 year like they told me. So you can see how that would kind of piss you off. I guess what triggered it was the "what can we do to make you a very satisfied customer?" and then here's a coupon but you have to use it so quickly. It seems rediculous to me to be 30 days. Why? Again I wasn't looking for anything. I feel like they do that because they know most wont use it.
 

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#13
That's why I buy logitech. I've not had to use their customer service in all my years but I've heard it is exemplary
 
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#14
Logitech replaced 2 rodents & a kb for me earlier this year with only a few basic questions about installation and uses. They sent my replacement items via next day air, along with prepaid boxes for the returning items.....

Can't get much bettathandat IMHO :)
 
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#15
That's why I buy logitech. I've not had to use their customer service in all my years but I've heard it is exemplary
I did for both my UE350s and my G700 and they were very nice about it and gave me replacements and let me keep the originals. Also had way nicer tone.
 
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#16
That's why I buy logitech. I've not had to use their customer service in all my years but I've heard it is exemplary
Absolutley love Logitech as well, still have my 2 g15 keyboards and had an G500 mouse forever and loved it. And their quality is top notch for sure. I always loved my Xact mat though and there was something about the Death Adders that I really liked. That being said, I knew from the beginning that it felt cheaply made.
 
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#17
I'm on my second Razer keyboard since 2008... I like big keyboards with chiclet keys and they are currently the only brand in the market selling them that I know of..

Anyways the first keyboard the Razer Lycosa never died... The faces of the keys started to rub off after 4-5 years so i contacted customer support and told them my issue and asked where I could get replacement keys since I lost the keys that came with it... They ended up sending me the keys I needed regardless that it was out of warranty.

I don't remember why but I decided to get a new Lycosa but they call it the Death Stalker now.... And soon that will be replaced with the Razer Death Stalker Chroma mechanical...

I hate to hear about bad Customer Service... Specially from a company that charges the premium prices they do.
My problem isn't with how they handled you it's actually with the warranty periods.
 
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#18
I was happy and they were totally polite the whole time. I just got a bit triggered by the 30 day thing. Mabye just a bad day on my part but I do think 30 days is kind of crappy. 6months sure, but 30 days is too little time because you cant buy anything for 20 bucks which means it's going to be a bigger purchase so you would need to save up or really need a new peripheral.
 

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#19
I was happy and they were totally polite the whole time. I just got a bit triggered by the 30 day thing. Mabye just a bad day on my part but I do think 30 days is kind of crappy. 6months sure, but 30 days is too little time because you cant buy anything for 20 bucks which means it's going to be a bigger purchase so you would need to save up or really need a new peripheral.
Logitech would of allowed you to trade up your mouse for a better one.
 
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#20
HAHA, just got an email from the Razer support team apologizing for the delay in my 20 dollar coupon.....they migrated to a new system wich caused delays..... Well , I'll give them that , they did do what they said and didn't just turn their back when I questioned the 30 day thing. Thanks everyone for your ear and advice and knowledge.
 
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#21
they migrated to a new system wich caused delays......
what in the name of F*** is it for a obviously made up lame excuse... i hope the delay wasn't shaved off the coupon ... (tho it would not surprise me if they did :laugh: )

too bad that 20$ coupon is only usable on their product ... "not worth it, man. not worth it."
 
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#22
I had a Blackwidow with MX Blue switches 2 years ago, it's been the only Razer product for me so far, but it was excellent. Beer fell over it a few times, just opened the damn thing and cleaned with isopropanol and we were good to continue gaming. :D
 
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#23
I had two Kraken or whatever the heck they were called ($50) headsets from them and both broke within a year.

So I tend to stay away from Razer. But I am glad you got your issue sorted out.
 
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#24
It's no surprise to me that razer isnt the best peripheral company. Their mice are 60% gimmick , & 40% quality and function. In my experience, they're cashing in on a gimmicky name ,that a lot of people have faith in, because of good experiences some customers had with a mouse from five or more years ago. They do have some decent stuff if you're willing to pay a massive premium, but if you're paying under 50 or 60 bucks for a razer mouse (which is what the G502 , & many top performing mice costs),you're going to get about eight months of functionality if your lucky, ( I got a few razer mice for my nephews, and my kids a couple years back when they were on sale, and not a single one of them made it through an entire warranty period without some kind of serious malfunction ). Considering you can purchase a Logitech G502, or a steel series sensei, or a Corsaire M 45 / M65 for $40-$65, and those mice (and many others) are far better quality, have far better function, and far out last razer crapripherals. Personally I cannot speak on any of their products other than mice, headsets, gaming controller's all of which the above refers to.

To anybody who feels the need to defend the company, save your breath please, these arent opinions of mine, theyre factual personal experiences, from the deathadder mouse, to the krapen headset, to their xbox controllers(iirc). I'm not saying all their products function this way, but the several I purchased most certainly did. Deathadder, deathadder, kraken, mamba.


Similar to the way I purchased the razer mice on sale ,(buying a several at once), i have done the same with other mice,etc in the past. Several years back ,I purchased a few steel series sensei Diablo's (also bought 3 G502's a few years back @ $45/each, still running except for one my kid killed), those mice ran for almost 5 years in some cases, at which point only one of the switches would start to break down , I usually end up giving them to some one who is a member on this site (who I often send my used peripherals), and all it takes is a replacement of an Omron switch, and the mouse is back up and running for another year. Maybe my expectations are too high, but either way razer's not going to get my money any longer
 
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#25
Now the problem is what to do with this 20 bucks lol.
 
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