CS Phone hangs up - CS is death by email with no action NEED RMA | Razer Insider

CS Phone hangs up - CS is death by email with no action NEED RMA

  • 3 August 2022
  • 1 reply
  • 3 views

For the last week, I have been having death by email with Customer Support. Each e-mail takes a day to receive. I have a mouse that does not work properly. I have responded to all their requests for information - receipts and what I have done etc. I have tested it on two separate systems - Windows and Mac. I have uninstall/reinstalled drivers. My systems are up to date. I do not have any profiles on Synapse. I have air blown the key.

Two emails ago, I thought I was getting to the point of having an RMA generated and the last email asked me for another boat load of information (now you want me to make a video? UGH....) that would have me to another hour of work. The inefficiency of your process is absolutely not customer focused. The email even said I could talk to a CS person - so I called and even though the message said it was during office hours - RAZER disconnects you!?!?!?

JUST SEND ME A NEW MOUSE. I opted for the advanced return plan but of course they did not include a link. RAZER will get my deposit and when RAZER tests it and see it is defective. What is SO DIFFICULT?

I love your mouses and have used them for years however, this experience is having me rethink if I need to switch to Logitech.

So, how do I move this thing along? What is RAZER doing to make the customer experience better?

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Userlevel 7
clubcoolOldLace862
For the last week, I have been having death by email with Customer Support. Each e-mail takes a day to receive. I have a mouse that does not work properly. I have responded to all their requests for information - receipts and what I have done etc. I have tested it on two separate systems - Windows and Mac. I have uninstall/reinstalled drivers. My systems are up to date. I do not have any profiles on Synapse. I have air blown the key.

Two emails ago, I thought I was getting to the point of having an RMA generated and the last email asked me for another boat load of information (now you want me to make a video? UGH....) that would have me to another hour of work. The inefficiency of your process is absolutely not customer focused. The email even said I could talk to a CS person - so I called and even though the message said it was during office hours - RAZER disconnects you!?!?!?

JUST SEND ME A NEW MOUSE. I opted for the advanced return plan but of course they did not include a link. RAZER will get my deposit and when RAZER tests it and see it is defective. What is SO DIFFICULT?

I love your mouses and have used them for years however, this experience is having me rethink if I need to switch to Logitech.

So, how do I move this thing along? What is RAZER doing to make the customer experience better?


Your feedback is duly noted. Apologies for the inconvenience. and if the escalated case progress is dragging. Allow me to help you speed up things. Please send me your case number via PM, so I can review your case and communicate with the Support Team on your behalf.