Razer Customer Support is the Actual Worst | Razer Insider

Razer Customer Support is the Actual Worst

  • 7 October 2022
  • 5 replies
  • 30 views

Just got on here to vent about a trash "Customer Care" experience I have been having over the past couple of days. I have a Razer Blackshark V2 Pro which recently stopped charging and was still within 2 year limited warranty. When I called I was asked for the Serial number which is when I first realized that the serial number was not located in the spot on the headset where it was supposed to be nor do I have the retail box anymore. I did however provide proof of purchase as well as a video showing them that the headset has no serial number on it. The Customer care agent then went on to repeatedly question me on if I knew what headset I had and just couldn't grasp the concept that the Serial number was NOWHERE on the headset or anywhere along the headset cord. I was then instructed to remove the left ear pad and check to make sure it was under there. The ear pad tore a bit when I was removing it to reveal again no Serial Number. At this point the agent instructed me to take a video of the full headset so that the warranty team could verify that there is no serial number. She then informed me that my warranty will probably not be honored due to the missing number. My mind was pretty blown away that apparently if a company doesn't want to honor their limited warranty all they need to do is have a "Manufacturer error". This stupidity aside, when I was finally reached out to by the "escalation team" they found that the warranty void, not due to the missing number, but due to "customer inflicted damage" because I removed the earpad as instructed by the first agent. If that isn't the definition of dealing in bad faith I don't know what is... I honestly cant think of a shittier way this whole thing could have gone down but at least they offered me 10 dollars off on my next RAZER purchase right!? I am now in an endless loop of emails with a different "senior support technician" every time they respond, asking for the serial number again because they are too lazy to read my gigantic email chain that I have with them. I'm sad because I always loved razer products but I don't think they will be getting a cent from me going forward.

5 Replies

Hi there,

We sincerely apologize to hear about your experience and to have caused you to think this kind of impression about our support. Please allow me to loop our peer @Razer.Speedcr0ss in to take care of your case. Thank you for your patience.

Michelle
Userlevel 7
SugoiAF
Just got on here to vent about a trash "Customer Care" experience I have been having over the past couple of days. I have a Razer Blackshark V2 Pro which recently stopped charging and was still within 2 year limited warranty. When I called I was asked for the Serial number which is when I first realized that the serial number was not located in the spot on the headset where it was supposed to be nor do I have the retail box anymore. I did however provide proof of purchase as well as a video showing them that the headset has no serial number on it. The Customer care agent then went on to repeatedly question me on if I knew what headset I had and just couldn't grasp the concept that the Serial number was NOWHERE on the headset or anywhere along the headset cord. I was then instructed to remove the left ear pad and check to make sure it was under there. The ear pad tore a bit when I was removing it to reveal again no Serial Number. At this point the agent instructed me to take a video of the full headset so that the warranty team could verify that there is no serial number. She then informed me that my warranty will probably not be honored due to the missing number. My mind was pretty blown away that apparently if a company doesn't want to honor their limited warranty all they need to do is have a "Manufacturer error". This stupidity aside, when I was finally reached out to by the "escalation team" they found that the warranty void, not due to the missing number, but due to "customer inflicted damage" because I removed the earpad as instructed by the first agent. If that isn't the definition of dealing in bad faith I don't know what is... I honestly cant think of a shittier way this whole thing could have gone down but at least they offered me 10 dollars off on my next RAZER purchase right!? I am now in an endless loop of emails with a different "senior support technician" every time they respond, asking for the serial number again because they are too lazy to read my gigantic email chain that I have with them. I'm sad because I always loved razer products but I don't think they will be getting a cent from me going forward.


Hey SugoiAF! Your feedback is duly noted. I am not here to refute what has transpired while communicating with our Support Team. If you have the BlackShark V2 Pro, the serial number should be on the top-rear portion of the earcup where the mic is connected. Refer to the screenshot below:




Nonetheless, allow me to help you move things along, so I can properly discuss it with our team and higher-ups. Please send me a PM, including your case number so I can start reviewing your contact history. Thanks for your cooperation.


Michelle-RazerCortex
Hi there,

We sincerely apologize to hear about your experience and to have caused you to think this kind of impression about our support. Please allow me to loop our peer @Razer.Speedcr0ss in to take care of your case. Thank you for your patience.

Michelle


I appreciate the mention, Michelle! Have a great day.
SugoiAF
Just got on here to vent about a trash "Customer Care" experience I have been having over the past couple of days. I have a Razer Blackshark V2 Pro which recently stopped charging and was still within 2 year limited warranty. When I called I was asked for the Serial number which is when I first realized that the serial number was not located in the spot on the headset where it was supposed to be nor do I have the retail box anymore. I did however provide proof of purchase as well as a video showing them that the headset has no serial number on it. The Customer care agent then went on to repeatedly question me on if I knew what headset I had and just couldn't grasp the concept that the Serial number was NOWHERE on the headset or anywhere along the headset cord. I was then instructed to remove the left ear pad and check to make sure it was under there. The ear pad tore a bit when I was removing it to reveal again no Serial Number. At this point the agent instructed me to take a video of the full headset so that the warranty team could verify that there is no serial number. She then informed me that my warranty will probably not be honored due to the missing number. My mind was pretty blown away that apparently if a company doesn't want to honor their limited warranty all they need to do is have a "Manufacturer error". This stupidity aside, when I was finally reached out to by the "escalation team" they found that the warranty void, not due to the missing number, but due to "customer inflicted damage" because I removed the earpad as instructed by the first agent. If that isn't the definition of dealing in bad faith I don't know what is... I honestly cant think of a shittier way this whole thing could have gone down but at least they offered me 10 dollars off on my next RAZER purchase right!? I am now in an endless loop of emails with a different "senior support technician" every time they respond, asking for the serial number again because they are too lazy to read my gigantic email chain that I have with them. I'm sad because I always loved razer products but I don't think they will be getting a cent from me going forward.


So, I'm having super bad experience with Razer support, being ignored, constant 'someone will contact you in x hours' answers (no one does). And to top it off a missing laptop!
i also hate how they don't help me be able to connect my head phones to the app that they have
Userlevel 7
KaysenBoone
So, I'm having super bad experience with Razer support, being ignored, constant 'someone will contact you in x hours' answers (no one does). And to top it off a missing laptop!


Hey KaysenBoone! Can you send me your case number via PM so I can review and communicate it to our Support Team? Thanks for your cooperation.

Indigostoryrush329
i also hate how they don't help me be able to connect my head phones to the app that they have


Hi Indigostoryrush329! Can you send me your device's serial number via PM so I can check its details and provide a model-specific recommendation for your headset? I appreciate your collaboration.

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