ComplaintsforRazer USA Ltd

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Razer Gold card for ****** and the *** number on the card was smeared and it could not be used. I have filed at least 4-6 reports to Razer Gold regarding the issue. I have sent receipts as to how much I purchased, location and date, including the picture of the smeared pin. That is what they asked of me and I did it as requested. No satisfactory answers. All I want from them is the pin on the smeared card which Im sure they have records of all cards. The final insult was them sending me an email saying they resolved the issue. No they havent, no money returned or the pin. This is not the first time Ive had issues with the company.. I believe someone should be held accountable. Im sure Im not the only person who have had issues.

  Business response

  07/11/2024

  Razer support has investigated the customer's concern, based on the findings, the customer did not initially attach valid documents sent to us via our correspondence with her. However, based on the customer's attachments in this ******************** complaint, some of the necessary documents have been enclosed. In order for Razer support to take the necessary actions to resolve the customer's concern, we would require to have the full receipt with date and time. Razer support would need for the customer to get the receipt from the store she purchased the gift card from. We also ask that the customer reach to ********************** support support via case 240628-004299 in order to resolve the customer's concern in a timely manner.

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently purchased a Naga X gaming mouse from Razer. It never properly worked having connection issues since day one (may 4th). Now it doesnt connect at all. The reason is a new brightness feature isnt compatible with the Naga X so it will no longer connect and function as a mouse.

  Business response

  07/08/2024

  The customer has not contacted ********************** support to troubleshoot his concern. For us to further support customer, we ask that the customer reach out to our support channels in order to resolve his concern.

• Initial Complaint

  06/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing this email/letter to file a complaint against Razer Gold Card. This company operates and sells cards for games, entertainment and other uses. On June 08, 2024 at 13:05 pm I bought two (2) Razer Gold Cards worth $200 each. On my way to my vehicle parked outside of ******* Store located at ************************************* I scratched these cards. Upon scratching these cards I have noticed that there were missing numbers and appear to be defective. I went to the store and told the manager that the cards I bought were defective. The manager said they could not do anything but to write a ticket to Razer ****************** So the manager did and the manager told me at the same time email Razer and attach copies or photos of the defective cards as well as the receipt. So I did. When I got home I emailed Razer Gold and attach all copies of the defective cards as well as the receipt worth $400.00 today. To make the story short, Razer Gold and I exchanged email correspondence and the email appeared to be they would provide refund or at least new codes or numbers to redeem the Razer cards worth $400. They replied to my email and the last person who emailed me was ******* one of Razer workers. She guaranteed that she would follow up my email and respond to provide necessary compensation. Because it was past two weeks of waiting I therefore emailed Razer Gold today. After a few minutes I received a new email stating that my case was closed. It was closed without resolution or compensation from Razer on detective cards. So I emailed them back and up to the present time I have not received any response from Razer. This company as per my research is based in somewhere in ********* and what really is creepy about this company is they dont have phone numbers to call. A friend of mine told me that this company has no California Business registration and also not recognized by BBB.

  Business response

  07/04/2024

  Razer support has advised the customer previously Giftcard status which was used by the time Razer support manage to check. The customer was not satisfied that he was not compensated for the used card. Razer support is currently following up with the customer to explain further on this matter via case number 240701-000023.We ask that the customer communicate via the case number in order to fully resolve the customer's concern.

  Customer response

  07/10/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, 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,
  
  ****************** *****************************, Mja
  
   
  

• Initial Complaint

  06/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I reached out to Razer support via chat on June 7th. Agent verified that my keyboard was still in warranty & helped me setup a replacement. On June 8th, I informed Razer that I planned on shipping back the keyboard and on June 10, I dropped off the package to ***** in *******. I immediately realized after shipping the package that I had forgotten the keyboard wrist wrest at home. Emailed Razor the same day to rectify the situation. On June 10, agent "Girlie" offered me a pre-paid shipping label. Dropped off the 2nd shipment at the same ***** location on June 13.June 19, I was informed by Razer that they received the defective keyboard at their warehouse. Same day, Razer emailed asking me to approve a substitution for replacement. I approved the substitution same day. June 21 I was informed the replacement was on it's way w/a ***** tracking number.June 21 - Razer emailed and claimed they did not receive the wrist rest & instead an iphone - which is not what I had sent back to them. I responded same day and asked for clarification. June 22 - ****** S emailed and provided a picture of an iphone in a box. I replied and stated that I was alarmed by the situation as that was not what I sent back to them in 2nd shipment. Wrist wrest was in an Amazon box w/black tape (I contacted the store & got footage of me dropping off the item). The box Razer had received was NOT an amazon box, nor did it have black tape.On June 22 - ************* responded to my inquiry for clarification. Team reviewing the case. Replacement was out for delivery today, June 26. I am now finding out Razer requested the replacement to be returned to their warehouse. June 26 - I called customer service & was told the case was escalated & I would have to wait another 24 hrs. I would like this resolved and for Razor to follow through with the replacement and services offered. I abided by all the guidelines and it is clear that my 2nd package was lost in transit.Thank you for your time *******

  Business response

  07/02/2024

  Razer support has been in contact with the customer via case Case # *************. ********************** support is currently on the replacement for the customer's unit. We ask that the customer check the case updated via email as instructions will be sent via the replacement. We as that the customer to continue to communicate via the case in order to fully resolve the customer's concern.
  

  Customer response

  07/09/2024

  While after almost a month later the keyboard was finally delivered, I am not satisfied with the overall amount of time and lack of transparency from customer care. It is clear there was some sort of mixup at their warehouse and Razers VIP team never once took the initiative to reach out to me and discuss what was happening - despite my numerous requests to do so. Im very disappointed with this experience and hope that when issues like this occur in the future, more care and urgency from the support and leadership team is exercised. 

  Business response

  07/10/2024

  We sincerely apologize for the customer's inconvenience. ********************** support has already thoroughly investigate the customer's concern and made the necessary steps to ensure resolution of the customer's concern. The customer's unit was replaced and unit was delivered on July 9. 2024 via RMA RZC-1809392. Razer support has already received confirmation from the customer on the resolution and case closure.

  Customer response

  07/12/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Although the way the situation was handled is unsatisfactory, I consider the situation resolved at this time.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Paid $350 at ******** letter copy attached, for two Razer Gold gift cards, whose PIN numbers had been previously used. Razer response is that the PINs are too short. But we the purchasers have bo control over their error in manufacturing, nor that we find out the cards had been SPENT prior to my purchase and attempted use. I demand either a full $350 refund, or two replacement cards totaling $350 with BALID AND USABLE PIN numbers, to rectify this issue. This is theft by ******* and Razer, as far as I am concerned. ******* took my money, and gave me unusable merchandise in return. Neither ******* nor Razer is taking responsibility. Each just refers me back to the other for reaolution.Thank you.

  Business response

  07/01/2024

  Razer support has already been in contact with the customer via case *************. We ask that the customer continue to communicate via the case number in order to fully resolve the customer's concern.

  Customer response

  07/09/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, 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.
  However, having sent the business'requested ************** Department's Report itmf the day of incident, as of today Razer has not yet responded as to whether their investigation is being continued. 

  Unless and until resolution satisfactory to me has been achieved, namely refund or replacement gift cards valued at $350.00 Dollars U.S., then indo mot consider this matter closed.

  Thank you.
  Regards,
  
  ******************************
  
   

  
  

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a microphone on November 24, 2023. A few weeks ago, while I was using the microphone to record my podcast, my cohosts informed me that the microphone sound was cutting out. I checked my settings, switched USB ports and did all other troubleshooting. Nothing remedied the issue. I observed the physical state of the microphone and there is no physical damage done to the product. I contacted Razer for a warranty claim, however they continued to tell me I needed a proof of purchase even though their website states because I purchased it through them that it could be looked up. After I sent screenshots of their own page, they then decided that the malfunction was my fault and they wouldn't honor the warranty. I stated multiple times there was no physical damage done to the microphone - it just stopped working properly.

  Business response

  06/17/2024

  Razer support has been in contact with the customer via case Case # *************. ********************** support was able to provide the customer with the order number. As such, given that the customer's unit is still within the warranty period, Razer support has provided the customer with RMA *********** to process the customer's replacement. We ask that the customer respond via the case number to fully resolve the customer's concern in a timely manner.

• Initial Complaint

  06/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a pair of Razer Bluetooth-enabled sunglasses that came with a two-year warranty. Unfortunately, they are now refusing to honor this warranty. The lenses deteriorated under normal use, despite being stored in a compartment and not exposed to direct heat. Even if they were, the product should be designed to withstand such conditions. The film on the lenses appears to have deteriorated, leaving them smudged. Initially, Razer agreed to cover the issue under warranty, but they later changed their stance and refused. This is very frustrating, as it seems they are not standing behind their warranty or their product. It feels like the two-year warranty is a gimmick, not a genuine promise.

  Business response

  06/07/2024

  Razer support has contacted the customer via case number *************. We ask that the customer respond via the case number to ensure timely communication and resolution. 

  Customer response

  06/10/2024

  The case is them following up after they rejected my initial claim. They noticed I open a BBB claim and they said thier team is reviewing my information and will get back to me shortly. No resolution has been made. 

  Business response

  06/17/2024

  Razer support has been in contact with the customer via case *************. To ensure complete resolution of the customer's concern, we ask the customer to respond via the case number provided.

  Customer response

  06/20/2024

  I am unable to click the link they provided it goes to a 404 link error. I'm unable to find a way to exchange the product in question.  All I want is replacement lens for the glasses.  

• Initial Complaint

  05/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Razer E-Card from ******* on May 24th. The card was supposed to promote happiness, but instead it has caused me nothing but unhappiness. Since then, through emails I have been transferred from person to person, each time being asked for the same information that I offered and told that they needed 24 to 48 hours to resolve the issue. Today, I received an email from a young lady named *********** asking for the same information that was in my Case Incident Reference #******-002153.In my opinion, they have not tried to settle this issue because the first person I spoke with told me that the company would not support my complaint and that they were not concerned about me losing my money. I don't know what to do because, ******* does not honor the card they sold me, and Razer is refusing to stand behind their own product that they produce out of their own factories. Exactly am I to do? I didn't know what else to do but come to you and see if you can help me out with this situation. It might not be a lot of money to some but it's a lot to me I'm on S.S.A. and my budget is limited so I have no money to trhrow to the wind. Please help me if you can!

  Business response

  06/04/2024

  Razer support has been in contact with the customer. We have provided information that his Razer Gold gift card was activated after customer purchased it. In our findings, the *** has been used after purchase. All transactions on the Razer Gold platform are final. All transactions made using Razer Gold are final and non-refundable. Razer support has also advised on next steps if customer feels that the ********************** Gold *** that was purchased had been used by someone else.

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Razer promised me a replacement after they approved my replacement for my mouse. During the process, they accused me of fraud and never gave be back my mouse and stopped responding to my questions! They stole my original mouse after approving the replacement. I have attached screenshots of proof of shipment and the mouse replacement they were going to give me in the support portal along with the email conversation I had with support.

  Business response

  05/23/2024

  Razer reserves the right to take any action to protect itself against all forms of suspicious claims, including, without limitation, requiring further verification of identity and details of claimant and qualifying purchases as well as debarment of claim.

  Customer response

  05/31/2024

  Hello,
  
  My interactions with Razer *** have been fraught with unjust accusations and a complete lack of resolution, despite my full compliance with their processes. On April 16th, I initiated a warranty claim for a mouse within the one-year replacement window through Razers support portal. I provided proof of purchase, answered all support questions, and my replacement request was accepted. Following their instructions, I sent my defective mouse to Razer. Shortly after sending in my mouse, I was accused of fraud by Razers support team. Despite numerous attempts to clarify the situation and seek resolution, Razer has ceased all communication, effectively abandoning my legitimate warranty claim. I received a recent communication stating: "Razer reserves the right to take any action to protect itself against all forms of suspicious claims, including requiring further verification of identity and details of claimant and qualifying purchases as well as debarment of claim." This response is inappropriate and unacceptable, considering I have provided all requested documentation and followed all necessary procedures as instructed by Razer. This situation is causing me undue stress and inconvenience. Razers baseless accusations and lack of communication are unprofessional and potentially unlawful. I demand immediate action to resolve this matter.
  
  Specifically, I require:
  
  A formal written apology from Razer for the unfounded accusation of fraud.
  The immediate replacement of my defective mouse, as initially agreed upon, or the return of my original mouse.
  
  Should Razer fail to address this matter promptly and to my satisfaction, I will pursue further actions. These may include seeking legal counsel to explore claims of breach of contract, consumer fraud, and other applicable legal remedies.
  I trust that the Better Business Bureau will assist in resolving this matter swiftly and justly. Thank you for your attention to this serious issue.
  
  Sincerely,
  *************************

  Business response

  06/04/2024

  Razer support carefully reviewed the claim and, unfortunately, Razer support found some inconsistencies that prevent us from approving the warranty replacement at this time. We have to adhere to strict guidelines to ensure fairness for all our customers.

  Customer response

  06/06/2024

  I am writing to express my profound dissatisfaction with Razers handling of my warranty claim. Initially, Razer approved my replacement request for my defective mouse, and I followed all provided instructions, including sending in my mouse. Now, I am informed of "inconsistencies" preventing the approval of my warranty replacement.
  
  This is unacceptable and indicative of a mistake on Razer's part.
  
  I have complied with every requirement, providing proof of purchase and following your guidelines. Yet, despite my full cooperation, I am now facing unfounded accusations and a complete lack of resolution. Your response lacks transparency, and the claim of inconsistencies is vague and unsubstantiated.
  Please provide a detailed explanation of these alleged inconsistencies. I demand immediate clarification and resolution of this matter. The current situation is causing me undue stress and inconvenience, and your lack of communication and baseless accusations are unprofessional and potentially unlawful.
  If this issue is not resolved promptly and to my satisfaction, I will have no choice but to pursue legal action. This includes exploring claims of breach of contract, consumer fraud, and other applicable legal remedies.
  
  I expect a swift and fair resolution to this matter.

• Initial Complaint

  05/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Summary of Issue:I purchased a Razer Viper Ultimate mouse, and its serial number has been confirmed to be within the warranty period on the Razer website. However, when I contacted the Razer support team for warranty service, my request was denied on the grounds that the product was not purchased from an authorized reseller. In fact, I purchased the product from a confirmed authorized reseller and provided all necessary proof of purchase. Despite this, Razer has refused to honor the warranty.Detailed Description:Product Information:Product Name: Razer Viper Ultimate Mouse Serial Number: Confirmed to be within warranty period on the Razer website Purchase Information:Purchase Source: From an authorized reseller Proof Provided: Proof of purchase, serial number, and other necessary documentation Issue Description:Issue Type: The dongle of the mouse is not working When the Issue Occurred: Date when the issue first arose Troubleshooting Steps Taken: Any troubleshooting steps you have attempted Communication with Razer:Initial Contact: Contacted Razer support team, described the issue, and provided proof of purchase Razers Response: Warranty claim denied, stating the product was not purchased from an authorized reseller Follow-Up Contact: Reached out again, citing the ************************* Warranty Act, which protects consumer rights and prohibits manufacturers from voiding warranties solely because the product was not purchased from an authorized dealer Latest Response: Razer still refused to provide warranty service Legal Basis:Under the ************************* Warranty Act, manufacturers cannot void a warranty simply because a consumer uses a part or service that was not provided by an authorized dealer unless these parts or services are provided free of charge.In this case, I purchased the product from an authorized reseller and provided all necessary proof of purchase. However, Razer still refuses to honor the warranty, which is a violation of the Act.Desired Resolution:I request that Razer comply with the legal requirements and reconsider my warranty claim. I seek repair or replacement service for my Razer Viper Ultimate mouse as per the warranty terms.

  Business response

  05/23/2024

  Razer support has been in contact with the customer via case number  *************. To resolve the customer's concern, RMA *********** has been created to replace the customer's defective unit. We ask that the customer continue to communicate via the case number provided to ensure timely resolution of the customer's concern.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩