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lies lies and more lies from Razer VIP support, please help!!

Discussion in 'Razer Support' started by Stonen, Jan 29, 2020.

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  1. Stonen

    Stonen New Member

    Hi,

    i don't know where to start other than this issue is on going since Nov 8
    The USB port on my phone is faulty and i need to keep the cable on specific angle to charge.
    The support has not been helpful and explained that their warranty is, to ship me a used phone by someone else that has gone thru inspections. Then this agent went on to explain that actually it's a refurbished phone.
    When i said i dont want a used phone since mine has no scratches or anything, never dropped it it's in perfect conditions, he put me thru his manager, Matt, he explain that this agent is wrong and these phones are phones customers refused the shipment, or open boxes. This made no sense to me and when VIP support got back to me they explained that these agents are all wrong,(LOL!) these are phones returned by customers and they have gone thru inspections. I had agreed to a advanced RMA, that was in Dec... till this day they keep promising they will call back, they will email, nothing moves forward. The VIP manager, Rachel, promised on Friday (Jan 17) that my replacement phone will ship out on Friday 24 the latest and she will follow up.

    Today Wed 29 after i left several voicemails and several emails, i dont hear back from them!

    Anyone knows what can i do to get them to fulfilling their promises?
    Anyone can help?
    Is there any body government regulating Razer in Canada?



    Thank yall
     
    Last edited by a moderator: Apr 17, 2020
  2. Razer.Caziel

    Razer.Caziel I am the Lightbringer Staff Member

    I understand that the situation you are in is infuriating. Allow me to help you try to move things along. Please send me your ticket number so I can do just that.
     
  3. Stonen

    Stonen New Member

    Thank you for your reply.
    I will pm you
     
    Razer.Caziel likes this.
  4. Stonen

    Stonen New Member

    If anyone is reading this, i receive a replacement phone, but this time the back panel glue work is bad and the back panel does not stay in. This voids the IP rating of the phone.
    Very "professional" from Razer to do this after almost 4 months of back and forward and them explaining the reason for this is the lack of stock and eventually and extensive "exams" on the phone to ensure it's in top conditions.... i call this BS

    Razer.Caziel was very much of help but unfortunately, this is the lack of care of the person that physically took care of this phone. I guess when you are not happy with your work, it shows and the customer is the one that suffers, me in this case...
     
  5. Razer.Caziel

    Razer.Caziel I am the Lightbringer Staff Member

    I am truly sorry that things didn't go as we hoped. I'm already coordinating with our Mobile team to make things right and for real this time.
     
  6. Stonen

    Stonen New Member

    Hi,

    here is an update,

    After a very very long back and forth with Dino F, i received a brand new phone. everything was working just fine. but when the March 2020 security patch update come out, i performed the update and since then i am not able to perform phone calls. here is what i did:
    - contacted my carrier, troubleshoot the issue with them (inserted my sim card on my wife phone, The SIM card does work on my wife phone, a Samsung S7 that is about 4 years old)
    - The carrier sent me a brand new SIM card, also does not work on the Razer phone bur works on my wife S7
    - I performed a factory reset and i am still not able to make a phone call, nor local or international calls. At this point, i am paying extra money to Skype (CAD$ 10.00 per month) for unlimited calling in North America.
    - From my end, i am still not able to make phone calls. This is ridiculous.
    - i reached out to Dino F 5 days ago and still did not hear back from him. i believe i explored too many paths to try and Incident: *removed from public view, and with the current crisis, i need a phone that works. a phone i can rely upon to do my job.

    Can someone in higher managment at Razer please provide me with a solution? This case started in Nov 2019 (!!)
     
    Last edited by a moderator: Apr 17, 2020
  7. Razer.Caziel

    Razer.Caziel I am the Lightbringer Staff Member

    I understand that apologies won't be enough at this point. There's not much that I can do, but I'll try to reach out to Dino and have him contact you as soon as possible.
     
    PT.Singer likes this.
  8. Stonen

    Stonen New Member

    It is very true that we are past the apologies face, and at this point, I demand my money back. I lost all faith in Razer products. I will never purchase Razer products, ever again.
     
  9. Razer.Caziel

    Razer.Caziel I am the Lightbringer Staff Member

    I understand. I can't guarantee anything, but I'll put it in the request on your behalf.
     
    Last edited: Apr 17, 2020
  10. Stonen

    Stonen New Member

    Thank you
    I received an email from Dino F. A couple of hrs ago with some troubleshooting, no success, still not able to do outbound calls. With this crisis happening, I need the phone to WFH, i am forced to pay for Skype services.
    I am sick and tired of dealing with Razer fuck ups.. Its costing me money!
     
  11. Razer.Caziel

    Razer.Caziel I am the Lightbringer Staff Member

    I hear you. I'll talk to Dino about the results of the troubleshooting so he can move things along.
     
    Last edited: Apr 17, 2020
  12. Stonen

    Stonen New Member

    Thank you for the help, looking forward to ship this device back to Razer
     
  13. Stonen

    Stonen New Member

    I still have not heard back from Dino, i tried reaching to him through your support chat and everyday i been told he will reach back to me, so far nothing. This is annoying. How can someone make so many promises and not fullfil them!
    My phone is still not working!
    With the current crisis, every penny counts. Your company is forcing me to order a new phone from Amazon with the money i don't have!
     
  14. Razer.Caziel

    Razer.Caziel I am the Lightbringer Staff Member

    Dino sent an email to you earlier today in response to our previous request. You should also get a call from the team handling the case at around 4-5 PM EST today.
     
  15. Stonen

    Stonen New Member

    Hi Thank you for the reply.
    Unfortunately, as expected, no one called me between 4-5PM EST, it's 5.30PM EST.
    Classic Razer
     
  16. Razer.Caziel

    Razer.Caziel I am the Lightbringer Staff Member

    As far as I can see on the ticket notes, somebody from Dino's team tried to call you but was unable to reach you. I believe you're also in constant contact with them, right? Anyways, I'll have to lock this thread down as it is already beyond what our House Rules can tolerate. Feel free to shoot me a PM should you need anything.
     
    Last edited: Apr 17, 2020
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