ComplaintsforRazer USA Ltd

• Initial Complaint

  10/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I filed a replacement request for a faulty Razer mouse (initiated one month ago via Reddit). The request was approved under warranty and I provided all requested documentation in a timely manner (via email). I requested that I be able to obscure payment information in the invoice I provided. I have documentation that they agreed to that request. I provided the invoice with that information obscured. Without explicitly claiming that the invoice is invalid because of the obscured payment information, they have insisted that some documentation I provided is inconsistent with their records, but provided no additional information, and requested that I redo the whole process and resubmit all documentation. I assumed it had to do with the invoice I provided, as they later started requesting a copy of it (even though I provided it 3 separate times), and I explained that obscuring information on a *** requires exporting to an image format in order to merge the shape I used to obscure the payment information, otherwise the recipient of the *** can simply remove the shape, thus revealing the information that was intended to be obscured. I provided documentation of that fact. They refuse to accept the document as provided, without explicitly stating why. I have since gone back and forth with the representatives for Razer, with the last communication from the company received yesterday, and my most recent reply having been only a few minutes ago. I have spent probably 20 hours reading their messages and replying to them, as well as aggregating the documents they requested and documentation which supports the things I am telling them (regarding *** obscuring, etc.). I've tried to offer other avenues for resolution (such as contacting Amazon directly to verify the legitimacy of the invoice), but they ignore me and request that I resubmit the invoice. I have done so, but I wish to protect my payment information, so I keep it obscured (as they approved). Ref#: 211005-002198

  Business response

  11/04/2021

  Razer has acknowledged this issue and is working toward resolving ASAP. The customer's POP and Reddit experience are being reviewed to ensure all formal processes are being followed correctly and to ensure the agents have all of the information they need to validate the warranty claim. 

  Customer response

  11/05/2021

  The business has made no attempt to remediate this issue and has not responded to my messages for a week. I do not believe they intend to resolve this, and do not wish to resolve this complaint under the premise that they will follow through with their promise, as they have not followed through in the past month.

  Until clear and concrete action is taken by Razer to remediate this, I will not accept that they have acted in good faith to do so, and I will keep this complaint open. I have made clear to them through four separate channels, over the course of more than a month at this point, that their support has been subpar. I have spent an absurd amount of time going back and forth with their other support teams, and I still only have wasted time and frustration to show for it.

  I will not be dismissed or ignored any further, and the only thing(s) that will lead to the resolution of this complaint are:

  1) Proceed as I was told I could, with payment info obscured, and a mouse replacement

  2) Resubmit the invoice without payment info obscured, receive a mouse replacement, refund, and an apology in the form of a physical, handwritten letter

  Or

  3) Some other alternative where Razer makes clear their desire to keep me as a customer (including mouse replacement as promised), and their intent to improve their support process in general

  Business response

  11/12/2021

  The Razer support team is working to resolve the issue. Razer has confirmed that a new replacement will be processed and sent to the customer after the defective unit is systematically received by the Warehouse. 

  Customer response

  11/19/2021

  I refuse to accept this response.

  The company **** this process out for two months and finally capitulated, but now requires me to send the defective unit back in order to receive a replacement. That was not part of the original premise of the return, and I require a mouse for work and school. If I were to send this unit back, I would need to go purchase a new mouse while awaiting delivery of the promised replacement, which completely defeats the purpose of the exchange.

  I have provided them with video evidence of the unit's defect, and am happy to send it to them, but not until I receive the replacement, given the aforementioned pointlessness of sending it prior to receiving a replacement. At least with this defective unit I still have a mouse, even if the scroll wheel is broken. What they're asking me to do is to give up having a mouse at all while I wait for them to receive, process, and ship out a new one, or for me to go buy another one in the mean time.

  Given it has taken over two months to get to this point, I'm not eager to find out if I will be left mouse-less for a similar period of time, nor am I eager to go spend money on a new mouse while awaiting the replacement mouse they will ship me. That makes less than no sense.

  Consequently, and given the drawn out and frustrating nature of the exchange thus far, I expect that they will send me the replacement first, at which time I will return the defective unit.

  Again, I've already provided video evidence of the defect this unit has, and have verified that I purchased the mouse, as well as the mouse's serial number, so I have no incentive not to send it to them after I receive the replacement, even though that wasn't part of the original deal...

  So I am happy to, but not until I receive the replacement. Otherwise, I will be put in a position where I end up having to go purchase a new mouse anyway, which is, frankly, idiotic

• Initial Complaint

  10/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a THREE THOUSAND DOLLAR Razer laptop directly from their website. The laptop arrived after the date it was intended to arrive. I had gone out of province for business for two weeks. Come back and use the laptop. It takes an incredibly long time to load a page, constantly freezes and touch screen is often unresponsive. I sent in my information with proof to get refund, They claim they can only repair the laptop. I do not want to send in a brand new laptop, that I have yet to us and have it get even more damaged along the way. They had shipped the product late, so I was unable to return within the allocated time. However, the laptop was a THREE THOUSAND dollar purchase. I should not be having issues immediately with a product of this price. Sending it in for repairs in not an option. I am not subjecting the laptop to even more issues in transit. I do not have the time or money to keep shipping the product back and forth. I am a student who decided to treat themselves on an expensive laptop, and got nothing but issues in return. I simply want to return the product. I will pay for the return expense. They refuse to help and offer an alternate solution. I understand they have policy. But I ordered directly from the website to avoid this exact issue. I should not be having an immediate issue with a product of this price. I am tired of going back and forth with their customer team who refuses to help.

  Business response

  11/02/2021

  Razer has acknowledged this customer's issue and is working toward a resolution. After validating this customer's proof of purchase the support agents will offer a refund for the issues experienced here. Razer stands by the quality of its products however we know that not all customers will have positive experiences. For this reason Razer grants an exception to the warranty policy and will offer a refund instead of in-warranty repairs for this situation. 

• Initial Complaint

  10/27/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  While attempting to order a limited product, repeated issues that was not dealt with by customer support to resolve the issue to place an order. Additionally, the business has not offered any other resolution to the situation with regards to inability to place an order through their site during 3 releases of said product, nor has it attempted to offer a confirmed order.

  Business response

  10/29/2021

  Razer has acknowledge this customer's issue and is working to improve this experience. Razer recently launched a new product which has attracted large international attention. The volume of this interest has funneled to Razer websites and affected some customer's ability to purchase. ********************** values all customers and is working hard to ensure more product launches occur ASAP while ensuring corrections are made to the website's currently functionality. 

  Customer response

  11/01/2021

  I have attempted purchase at multiple drops, and continue to attempt to work with their support team with no more than "Keep Trying" as their answer. The item has been in my cart for 3 out of 4 releases, and the website never carries through to the ordering screen. 
  
  Additionally, now a coupon that I've attempted to add and use several times, has expired. 
  
  I wish to place a guaranteed order for an item without the website issues that the corporation can not seem to resolve successfully.

  Business response

  11/08/2021

  Razer has acknowledged your issue. Even though Razer cannot fix the past transaction experiences and cannot guarantee the customer will be able to acquire the Zephyr in the next drop, Razer values all of its loyal customers. Please contact the Razer support team again regarding case 211025-001943 and the agents will provide a 15% discount code for your next peripherals purchase. While you wait for the next Zephyr drop Razer hopes your gaming experience is equipped with all the best gear. 

• Initial Complaint

  10/25/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Laptop was sent to repair to Razer. It was received by Razer and acknowledged on 22nd Sep 2021. It was stated to take 3-5 business days for repair. After few days of follow up and with additional days of delay I was told on Oct 9th the laptop is serviced and a link was provided. I tracked the link and initial estimated delivery date was on 11th Oct. But did not received laptop. Subsequently followed up and I was told I will get an update in 1-2 business days. Called ***** and they acknowledged they did not receive the shipment. Followed several times with razer but every time I am noted we apologize for the inconvenience and the case will be escalated. It is more than a month and razer is not able to track the laptop and not be able to provide any resolution. Attached case conversation history.

  Business response

  10/29/2021

  Razer has acknowledged this customer's issue and our customer support agents are working to resolve ASAP. For unknown reasons the return shipment was delayed. Razer support agents are in communication with the receiving warehouse to expedite the proof of delivery process and ensure the customer's battery issue is resolved. 

  Customer response

  10/29/2021

  I have followed up with Razer several times. Every time they have acknowledged and apologized for the inconvenience. I do not have my laptop yet that was expected to be a month back. Based on their responses, I am still skeptical and cannot accept until I have received my laptop. I hope they keep up their words and understand customers grief. 

   

  Business response

  11/04/2021

  Razer support agents have provided the tracking number for the repaired unit in transit. The customer should have this unit soon and confirm with the Razer agents if all issues have been resolved. 

  Customer response

  11/06/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I have finally received the laptop after more than a month. It should have taken 3-5 business days. The business acknowledged the issue. I also see the actions were taken after I had lodged a complaint with BBB. Thank you very much for your help. I have also asked the Business to audit on their side to see why the package was not handled properly. I have not got any response. But since I have received the laptop, please consider this case as resolved. 

  Regards,
  
  *******************************************
  
   

  
  

• Initial Complaint

  10/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Preface : Filed a warranty claim October of 2020. After 40 days, a replacement device was sent to replace the defective device. 11 months later, the same defective button is having issues on the replacement controller. The Now: I contacted Razer customer support on September 29th regarding the same issue happening now 11 months later which is within the 1 year warranty period available to read on their website . I gave the customer support agent the device information to which they asked for proof of purchase. I sent them the original *** and original customer support case number since the information they require is attached to the *** of the replacement that was provided to me by the warranty claim in 2020. Every time I contact customer service I get a new person, asking a different question and ignoring the fact that Razer already has the proof of purchase attached to my account under support history. You can also view my deposit for the replacement device in the pending history tab. At this point I have been in contact with Razer every day, since September 29th. We're going on day 23 and Razer has done nothing to make this right. This is the fourth device I have owned by Razer all having the same exact issue and really should be recalled as a defective product. However, they refuse to even honor their warranty, claiming they need proof of purchase when the proof of purchase is accessible within my account.

  Business response

  10/27/2021

  Razer has acknowledged this issue and is working to resolve the problem. Razer's terms and conditions for warranty support formally states that a POP is required from the customer as proof they are the owner of the device. ********************** will provide an exception for this incident and provide the customer a replacement for the defective unit. However, in the future please note that Razer must have the POP document from the customer to validate warranty claims. 

• Initial Complaint

  10/19/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I placed an order on their website Sunday for a laptop. It was priced at ****. I paid with my bank debit card. It cleared and was taken out of my bank account. Their system canceled the order for security reasons. I contacted my financial institution like they told me to and was told there was no issue on their end I am not able to contact raiser except by email and they told me that I had to use a different billing method and that the price has gone up to $2100. I was told all they could do is offer 5%off. I was able to get it at another vendor because I need it asap. I paid $300 more and I feel razor owes me the difference for the bait and switch.

  Business response

  10/27/2021

  Razer has acknowledged this customer's issue and is working toward a resolution. On a regular basis prices fluctuate between Razer.com and the retailers who are authorized to sell Razer products. Seasonal promotions and other marketing events are the reason for these differences. Razer does not have the ability to control when these promotions occur versus when customers choose to purchase Razer products. If a Razer product is not purchased from Razer directly the customer needs to contact the retailer to dispute the transaction. 

  Customer response

  10/27/2021

  I did attempt to purchase it directly from Razer and because of the error on their system side the price on their website went up from **** to well over ****. so they do have control over what they sell directly on their website and they chose not to sell me the device at the lower price but tried to blame it on my banking situation 

  Business response

  10/29/2021

  Unfortunately website errors can happen for various reasons. This can impact customers who are attempting to make purchases. If the Razer product was purchased from Razer directly then Razer can investigate providing appeasement for the issue. If the product was purchased from an outside retailer, the price discrepancy responsibility falls on the consumer unfortunately. 

• Initial Complaint

  10/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  About a year ago the battery in my razer laptop stopped holding charge. I bought this laptop intending on repairing it when it broke, and having it for many years. I've had it for a little over two years. Because I wanted to repair it, I contacted razer and they said they were absolutely able to replace my battery. So, I paid a $99 diagnostics fee and sent it off. My laptop was returned to me with no battery, and no contact from razer two weeks later. Since then razer has cut contact with me multiple times, refused to refund my diagnostics fee, all while I'm unable to use my laptop as intended because it has no battery. They're customer service has been absolutely useless in resolving this issue since August.This is a right to repair issue at this point. They are unable to repair a laptop that is from 2018. This is ridiculous.

  Business response

  10/22/2021

  Razer has acknowledged this customer's issue and our customer support agents are working to resolve. The customer's product was purchased in 2017 and is now classified Legacy Category 1. Parts availability per region for this product type are not guaranteed however the Razer customer support agents have opened a new case to investigate if parts for this product can be sourced from other regions. We will update the customer ASAP with our findings. 

• Initial Complaint

  10/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a headset from ****** a little over a year ago that was advertised as having a two year warranty. A small piece of plastic broke on the headset rendering it unusable. First contact with warranty support yielded no help. My claim was denied after they at first falsely claimed the product was out of warranty because they dated the product by serial number instead of the included purchase order PDF supplied by ******. After making several follow up requests, they admitted that mistake and said my warranty claim would be elevated to the next level. They then claimed the warranty would not be honored because the headset was not purchased from an authorized retailer, according to the ****** retailer this is false. Lastly I was given a vague response that the product did not meet the requirements for the "limited warranty" no specifics given, only a webpage link. This company has been nothing but deceptive in an attempt to get out of honoring it's warranty obligations.

  Business response

  10/20/2021

  After reviewing this customer's case the Razer support agents discovered the Proof of Purchased provided was from an unauthorized reseller of Razer. Although ****** is an authorized reseller; ****** frequently allows unverified vendors to operate and sell products on their website. Unfortunately this is the case for this customer. Please be cautious when purchasing products from indirect vendors in the future. 

  Customer response

  10/20/2021

   According to the vendor they purchase directly from Razer and regularly retail their products. So again this is a false claim from Razer according to the actual vendor. Their store sells just about every model of currently available Razer products on ******. I spoke with ****** directly and they said the warranty should have been honored and are taking on responsibility for the warranty themselves because Razer has failed to honor it.

   

  Razer provided multiple different support ticket answers, all from different support names. The claims they make are unreliable at best, outright lies at the worst. First they claimed my product was out of warranty based solely on the serial number, it took 7 different messages from me to support across two platforms before they even admitted that mistake. Now they claim the vendor is not an authorized dealer. This company has zero interest in honoring it's customer commitments.
  

• Initial Complaint

  10/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A month old product they refuse to listen to the problem. Then voided my warranty. I included all the emails that went between us.

  Business response

  10/20/2021

  Razer has acknowledged this case and is working to resolve with the customer. The ********************** testing team found now issues with the customer's product however, since the customer may have different technology at home and the customer is still in warranty we will proceed with a one time exception and provide a replacement for the defective unit. 

• Initial Complaint

  10/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  $200 headphones that were bought in February 2021, the left slider cracked and fell apart in multiple pieces thereby disconnecting the left can from the frame of the headset.I treat all of my computer equipment with much care. They claimed without any evidence:This Limited Warranty does not cover: ie. claims arising from any unacceptable use or care of the Product, including (without limitation) misuse, abuse, negligence, unauthorized modification or repair, unauthorized commercial use, or any operation of the Product outside Razer's recommended parameters;They need to honor their warranty and issue an RMA. That is the only resolution I will accept.

  Business response

  10/18/2021

  Razer has acknowledged this issue and is working to resolve. The customer's product appears to be damaged by the customer, which void warranty. However, a one-time exemption is being offered to the customer. The customer will receive a replacement upon mailing in the defective unit and the Razer warehouse confirming the product info. 

  Customer response

  10/18/2021

  
  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.

  For the record, I did not cause the damage as Razer continues to state. The slider cracked on its own. Therefore, the slider was defective and the warranty should be honored in the first place without the need to go through the BBB nor provide a "one time exemption". This continual displacing of blame and not taking ownership of the defective item is not a good stance to take as a business.

  Once I receive the new replacement, I will have considered this matter closed and made whole.

  
  
  Regards,
  
  *************************
  
   

  
  

*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. ↩