I didn't receive my promotional item on an online purchase, support claims I didn't add a code.

Discussion in 'Razer Support' started by radioCapriflow950, Mar 28, 2018.

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  1. radioCapriflow950

    radioCapriflow950 New Member

    So I was in the market for a new phone recently and was stuck between the Xperia and the Razer Phone for awhile. Then I got an email about the deals that were going on on the Razerstore and decided I'd give Razer one last shot and hope that I don't have to contact support for once. I punched in the code for the free leviathan mini Bluetooth speaker, it showed up on my list of items, finished adding other things to my cart and checked out. Sure enough a few days later my package arrived and there was no speaker in the box, the invoice didn't have anything about a speaker on it, the receipt in my email had nothing on it, and when I contacted support I was given this copy paste story about how no code was entered, about how the code needs to be added before checkout, and about how promotional codes change.

    This is just ridiculous, over the years I've used several Razer products and have never had anything work correctly or for long before the product dies. Even now this phone is constantly typing random letters that I'm clearly not pressing.

    So the only thing that convinced me to buy this phone, over a different one that I have used previous models of with little to no issue, didn't even arrive and I'm being told it won't arrive. How do I either get the products I ordered or get a refund? Is there anyone I can talk to that won't just copy paste replies to me?
  2. kajira

    kajira Mother of Gaming

    As I see it you have a few options:

    1. Respond to that same support ticket and explain that you are not happy with the support you have received and that you wish to speak with the next level of support or a manager - then explain that you want either the promotional item or a refund.

    2. Get in touch with one of the official Razer staff here on Insider and send them a private message that includes your support case number so they can look into it and find out how to either obtain the refund or the promotional item and see if they can assign your case to a support team member that can assist you.

    3. Enjoy your amazing Razer phone and be bummed that you didn't get the promotional item and if you really did forget to add the code in then learn from the mistake, and be a bit bummed by it, but know that you still have one of the best phones out there that will serve you well.
    Razer.Winteryang likes this.
  3. Razer.Winteryang

    Razer.Winteryang Ice Bear

    Hey @radioCapriflow950,

    If you still need help with your case feel free to send me a message so I can take a look at your request.

    ~Moving this post to the Razer Support board for visibility.~
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