A Halloween worthy support nightmare

Yunox
Hello,

this is a story about my recent experience with the Razer Support.

DISCLAIMER
All of this happened in german language. English is not my native language, thus why the following text may be a bit confusing. I hope everything is understandable and you guys get what I am trying to tell.

I have got a new Basilisk Ultimate + Docking Station in April 2021 as a replacement because my previous Mamba Wireless had a connectivity issue.

The Basilisk Ultimate is a great Mice and I love it. I was using the USB Wireless dongle which is plugged into my Black Widow Chroma and it works perfectly fine. A few weeks ago I wanted to reorganize my Setup and decided to use the USB Wireless Dongle within the docking station instead. I tried to unplug the Wireless Dongle and unfortunately broke it. Knowing that Razer sells replacement parts for different products I searched for it but only found a Dongle for other Mice.

[indent]No Problem! I can contact the Support, right? ... right?[/indent]

I wrote a Ticket and described my problem. I stated that I have broken my Wireless Dongle and if it is possible to get a replacement for it because the Mice is still working perfectly (wired). I would be ready to buy a new Dongle if this Issue is not covered by the warranty.

24hrs later I have got a reply from "Joevanie" from the Razer Technical Support Team in which he said that he was sorry that the USB Dongle of my Black Widow Chroma broke and he wants to help me as quickly as possible.

[indent]...My Black Widow Chroma is fine.. it is the Wireless Dongle of my Basilisk Ultimate that is broken..sure Joevanie just got a bit confused.[/indent]

Joevanie asked for my adress and some more information.

I replied to Joevanie, answered all his Questions and once again said that it is the Dongle of the Basilisk Ultimate that is broken and not the Black Widow Chroma.

24hrs later I have got a reply from Joevanie saying that he is sorry that the headband of my Basilisk Ultimate broke.

[indent]The what? I mean he got the Product right this time...I thought maybe he had a ticket with another customer before who had a problem with a headset or something...[/indent]

He explained that this issue is not covered by the warranty and that Razer is doing quality control on all of their products to ensure that nothing breaks easily.

[indent]Well I do believe that Razer does some kind of quality control on their products but there's always this one exception and shit happens.[/indent]

At the end he advertises the E-Mail Newsletter.

I replied to Joevanie and once again said that it is the Wireless Dongle that broke and repeated that I would be ready to purchase a new Dongle if they have one available.

Joevanie replied within 24hrs and said that he checked their storage but couldn't find anything but he would update me if that changes. Furthermore he said that Razer DOES NOT sell any replacement parts.

[indent]I replied and sent him the Links to the shop where you can buy replacement parts from Razer.[/indent]

Once again Joevanie replied saying that he is sorry that the headband of my Razer Kraken X broke...

[indent]THE HELL?! He has to be kidding me. BASILISK ULTIMATE. WIRELESS DONGLE! Please...[/indent]

In the end, my wireless Dongle is still broken and I am left behind with the feeling that the Razer Support does not know much about their products and services. I also have the feeling that he didnt understand anything of what I said because he always adds more products and problems.

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Tl:dr.:
Razer Support didn't understand what I was trying to tell them, they didn't know that Razer sells replacement parts and not a single time they understood what part of what product was really broken.

This is the worst experience I have ever had with any Support Team I had contacted over the years.

[indent]_________________

I really do like Razer and their products, thats why my whole setup consists of Razer products. I also understand that anyone can make a mistake.
But the experience with the Razer Support really is the worst.
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