Disappointed with Customer Service response to known faulty mice

Let recap, I trusted Razer to have quality products; therefore I bought three different mice from you over the years. All three of them had issues with the left mouse button, Razer broke my trust.


I called and spoke to Nissan Case#HIDDEN On September 12th. He told me that my Lancehead mouse was out of stock so he would give me $79.99 for it. He said he would also send my Naga Trinity Mouse. I told him I had the two broken mice and would send those back also. He NEVER said anything in regards to having to send both my mice in first before receiving my store credit or new Naga mouse. He also said I would receive an email in 24 hours with tracking for the Naga mouse as well as fedex instructions to send my mice back. Nissan, a Razer employee broke my trust.


After 24 hours I had received only the Fed Ex instructions to send my mice back. I contacted Razer again and spoke to Dorothy Case#HIDDEN Dorothy was very apologetic but said there was nothing I could do that policy was I had to send in both of my mice before Razer would do anything. I asked for this matter to be escalated as I could not be without a mouse and I felt that since this was not my fault, Perhaps Razer could be the one to trust me to send back one mouse after I received either the new one or store credit. She said there was nothing other than escalating the matter. So she did.


Yesterday I got an email from, Jefferson Razer L2 Support. He suggests a solution: He wants me to trust Razer again by First sending them $99.99 and basically purchasing the Naga replacement they are supposed to send me. Then I am to trust that they will, upon receiving my faulty mouse, issue me a refund for my money….


This is utter lunacy in my opinion. I have trusted and praised Razer to all of my friends and on my stream for years. Razer has done nothing but sell me faulty products and insult me when I try and complain by not trusting me and instead, demanding I send all of my mice back before they will do anything.


Here is what I am going to do, as I have wasted way to much time on this. I am going to send back both of my mice. Then I am going with one of your competitors and will joyfully share my bad experience with Razer with anyone who will listen. You are losing a great loyal customer because of your lack of customer service, the lies and misleading statements and your lack of trust.