ComplaintsforRazer USA Ltd

• Initial Complaint

  09/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a razor blade 15 laptop about less than a year ago which my laptop is under full warranty the laptop blew up . about 32 days ago so I reached out to them immediately I sent the laptop back to them and they offered me a replacement laptop instead of my original laptop they said they couldn’t fix so they sent me a laptop and it was completely the wrong laptop with a cheaper gaming card and bigger screen I got in contact with the razor again and told him about my situation so I sent that laptop back they sent me another laptop which is supposed to be the one they offered originally and once again it’s not the laptop they offered it’s a cheaper model with a different gaming card I’ve been trying to deal with razor. Its impossible to contact their customer support via email or live chat which is not working half the time plus they are telling me that they are not receiving my emails they are totally ignoring me and sending me the wrong product which is fraud.

  Business response

  10/04/2021

  Razer has acknowledged this customer's issue and is working to resolve. The customer may return the incorrect replacement that was sent to him and Razer will ship a comparable unit to the original that was first ordered. If there are any technical issues that can be resolved by customer support, our agents are also open to resolving these as well. 

  Customer response

  10/04/2021

  I have asked them for a tech to call me to get info about the device epsent to me .. they haven’t called me over a week with the solution .. they keep send8mg emails that go in circles .. they do not know what’s even going on .. there emails are from several people and I still waiting for a response from a phone call from them .. here’s the proof 

• Initial Complaint

  09/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a $2500 laptop on Feb 19, 2019. Covered under warranty for a year.a year and a few months later, the internal battery of the device swelled up and exploded, exposing dangerous chemicals to me and my family. I had to drill the back of my laptop in order to remove the back plate and remove the battery due to cheap screws being used to fasten the plate down and they stripped when i tried to take them out properly. Upon filing a customer service complaint, i was told i needed to pay a $100 fee just to diagnose the laptop (nothing else is wrong with it except the fact that the battery exploded). After asking if they could ship the replacement part to an authorized retailer, they said they do not offer replacement parts. It seems like they knowingly install faulty hardware in order to collect bench fees when the batteries inevitably explode. there are hundreds of cases of battery swelling of razer laptops, so this is not unique to me.

  Business response

  09/29/2021

  Razer has acknowledged this case and is working with the customer to find a resolution. If the customer can produce picture evidence of the battery issue then support agents ********************** repair for this device without a cost to the customer. However, there is concern regarding unapproved maintenance on the device prior to contacting Razer customer support. ********************** does not support customer induced damage so the picture evidence and the returned device will need to show evidence of the battery issue. 

  Customer response

  09/30/2021

  
  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. Please note, however, that the "modifications" that I made to my computer were done out of necessity in order to remove the exploded battery out of my computer. The battery posed a threat to me and my family and needed to be dealt with immediately. Please understand that I wouldn't have had to drill out the screws if the battery didn't explode. I don't even need the back plate replaced -- just a new battery. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  09/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On September 8th, 2021 I purchased a Razer Mouse ($149.99) and earbuds ($129.99) totally $245.20 after tax and discounts. On September 14th, the package arrived with missing components. Both product boxes did not seem new. The mouse arrived with all accessories, but the earbuds ONLY arrived with accessories. The earbuds were not inside the box.-I contacted Razer and they said it was my fault because I did not refuse delivery during signature. Here is proof no signature was asked for: https://video.nest.com/clip/d6bcfd22e7df4010a32baf8117245e1a.mp4 I've never seen anyone open a package and inspect all of the contents in detail before signing, anyway...-They now acknowledging my issue but say I have to file a chargeback, rather than offering a replacement or refund. Ridiculous company and horrible support. I just want a replacement at this point, I'll purchase the ****** earbuds instead.

  Business response

  09/27/2021

  Razer acknowledges this customer's issue and our support agents are in contact with the customer to resolve. Since the customer did no receive the product they intended there will be a refund to ensure the customer did not pay for any items not received. The refund was processed on September 26th. 

  Customer response

  09/27/2021

  
  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.
  
  Regards,
  
  ***************************************
  
   
  

• Initial Complaint

  09/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Have the Razer Ripsaw(Non HD) and it stopped working after a windows update. Common problem while searching online and appears to be lack of driver/ firmware support or updates. Spoke with razer customer support and they have no solution for me. Wont replace as its not under warranty. Only solution they gave was to download a free trial of different software and once the trial runs out to never touch the software again. To me this is. It a fix and at best a temporary workaround.

  Business response

  09/29/2021

  The Razer support team has acknowledged this issue and is working with the customer to find a resolution. Per **********************'s warranty policy the customer needs to provide a Proof of Purchase to validate the age and warranty status of the device. Without the proof of purchase the customer was offered a 5% discount on for systems or 15% discount on peripherals. 

  Customer response

  09/29/2021

   Explained to them probably a 100 times I purchased from a local electronics store as I try to support small businesses. Unfortunately that store is no longer in business and I don't have the original receipt. They went in circles saying the same thing over and over again. Bottom line is they stopped supporting this device which supports ****p because they came out with a different device that supports 4k. The device still works however the firmware hasn't been updated since they released the 4k version. There is a sound issue with the latest build of windows and after speaking with ********* help they advise its with poor firmware from Razer. Razer is abandoning devices when they release a different version and not caring that customers still use these devices and some rely on them for use in streaming as an income.

  Very poor customer service from **********************, Very disappointing with them and their responses. I now have a $160 piece of hardware that doesn't work on the same operating system it was released on. It was released on windows 10, Its supposed to work on Windows 10 and it does not work on windows 10.
  

  Business response

  10/04/2021

  Razer's terms and conditions indicate that a Proof of Purchase is required for customer's to receive a replacement for a defective product. The product in question was used in 2018 which indicates this device is no longer within the warranty window. The customer support agents have offered a 5% discount for systems and 15% discount for peripheral products. 

• Initial Complaint

  09/14/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order directly on their website on August 6th, 2021. The order was sent out via ***** in 3 separate packages and all packages required direct signature. One of the packages was delayed by ***** and the estimated delivery changed 5 or 6 times over the course of 3 days. ***** attempted delivery on the day prior to the time they provided for delivery. The delivery attempt was missed, I then contacted ***** and changed the delivery to have it sent to a drop off location. ***** attempted delivery to the drop off location and it was refused for an unknown reason. ***** then sent the package back to the senders location. Razer's warehouse in **********. I contacted Razer support and informed them of the situation over "chat" because they have no phone number. Delivery to the warehouse was confirmed by ***** and Razer on August 23rd. I waited until Sept 6th to reach out about my refund that was never processed and their support is not doing anything to resolve this issue.

  Business response

  09/27/2021

  Razer has acknowledged this customer's issue with the shipping company ****** Razer has concluded to refund the customer for the inconvenience. Information on Razer's side indicates the refund has occurred and the funds have been return to this customer. 

  Customer response

  09/27/2021

  
  
  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.
  
  
  Regards,
  
  
  ***********************
  
  
   
  

• Initial Complaint

  09/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the Homerun bundle from ****** on 09/07/2021, upon installation and first time use I realized some of the keys were malfunctioning. I had to wait until I had time to go return it at ****** after they specifically state on their products not to return it to the retailer. ****** of course made it right and refunded me, I purchased another of the same product and chalked it up to a one time QC defect only to have the new keyboard also have sticking keys. All they seem to be able to accomplish is to pass me to different tech support agents all requiring more and more evidence in different file formats instead of actually fix the issue. The mouse and headset have worked great but their severe lack of customer service veiled in formalities doesn't help the situation.

  Business response

  09/16/2021

  Razer customer support agents are in contact with the customer to resolve this issue and have authorized a return and replacement for the defective products. A pre-paid shipping label will be provided to the customer to ensure we receive the defective items and provide an appropriate replacement in return. 

• Initial Complaint

  09/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Won't Honor warranty for my Razer Nari Ultimate Pewdiepie edition.Originally tried to purchase replacement earcup cushions for my headset and was told I can't.Decided to do a warranty claim to got the headset replaced and was still under warranty which they told me I was and both the earcup cushions and the ******** were soft the headset wouldn't stay on my head correctly.Then they said because this is my second RMA that the first one was a one-time exception which I then gave them the reference number for the first RMA where it says nothing about any one-time exception.They then claimed before they even saw pictures of the headset it was physical damage and not covered. When I called them out on that they asked for pictures which I sent but it's not really a something you can see as it's not a visible issue and now they keep saying it's physical damage and not covered.

  Business response

  09/13/2021

  Razer has investigated this customer's product issues and is providing a replacement to compensate. The Razer customer support agents are in contact with the customer and will provide a resolution ASAP.

• Initial Complaint

  09/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a extremely expensive product for our son. This product has a button malfunction and we tried to rectify this with the customer service tech **** to no avail. We just want the problem with the product rectified.Thank you *************************

  Business response

  09/10/2021

  Razer needs more information from this post to investigate the issue. Please provide a case number or order number for Razer to investigate further. 

  Customer response

  09/10/2021

  I have sent the business an email to **** and returned the call again to no avail. I have the case number originally given by Razer case # ******-002656 I just want this rectified...I am willing to send back this controller if needed. I just need this dealt with. Thank you

  Business response

  09/16/2021

  Razer support agents have been in communication with the custoemr regarding the defective product. After September 3rd the customer no longer provided responses to move forward with the replacement process. The customer needs to reference case number: 210831-002656 to continue their support request with Razer. A shipping label can be provided for the defective unit to return to Razer. Upon receiving the defective unit Razer can issue a replacement. 

• Initial Complaint

  09/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 24, 2021, I ordered a high-end Razer computer for my Son for college (he has since left for school). At the time of ordering, it was listed as in stock - and I ordered expedited shipping. I did not get an order confirmation, however, my credit card was immediately charged $2,819.61. Since that time, I have found out that Razer has NO customer service phone number for sales and only has a very poor online support procedure. I have communicated with Razer via their online support beginning on August 27th as to the status of the order. Every single communication fails to state a date that the computer will ship. After a number of days of getting the same side-stepping responses from Razer, I advised them to immediately cancel my order and refund my money. This has gone on day after day from August 27th to this day September 7th with no confirmation that the order is cancelled. At this point, I just want my money refunded.

  Business response

  09/10/2021

  Razer acknowledges this transaction issue and is working to provide a full refund for the items that were purchased. The Razer support agents are working with the customer and the back office to ensure all items are refunded and the customer is not charged for anything that wasn't delivered. 

  Customer response

  09/13/2021

  
  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 and for which I have been asking specifically for multiple weeks. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.  
  

  However, thus far, they have been unwilling to provide a refund. See attached response from Razer which again promises to do literally nothing. I ordered this computer on Aug 24th. Its now Sept 13th. Razer has the worst customer service I have ever seen. 
  
  Regards,
  
  ***********************
  
   

  
  

• Initial Complaint

  09/07/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Case # ******-002055. Razer laptop purchased for Christmas 2020. Been on the desk since. Two weeks ago, noticed a crack in the screen when looking from the side. Contacted Razer for repair but told the one year warranty would not cover this while assuring us this was not anything we had done. Offered 20% discount plus $99 shipping for an undetermined total cost for repair. Multiple attempts to resolve via email messages and ******** contact. Different person each time, photos requested and sent twice, mixed messages, no continuity, like a call center with nobody in charge. Now a 'second level technician' making the same 20% offer while calling it 'induced' damage. After a careful review of Razer's warranty, it's clear that nothing is covered. They would be better served to sell their computers with no warranty at all. That way, customers would know that they had to buy a warranty or, they would be on their own from the moment they accept delivery of it.

  Business response

  09/10/2021

  Razer has acknowledged this customer's issues and is providing In-Warranty free repairs to fix his laptop. The Razer customer support agents are currently in contact with the customer to ensure the customer acquires a prepaid label for shipping the device back to ********************** for repair. 

  Customer response

  09/13/2021

  
  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.
  
  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. ↩