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My experience with Razer Support

Discussion in 'General Discussion' started by SilentChaos, Nov 8, 2015.

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  1. 27SilentChaos

    27SilentChaos Active Member

    Hi bros, this a pewdiepieeeee(nah, just kidding)

    Just wanted to share with you guys my experience with Razer Support. Throughout the years, Razer Support to me, has been less than stellar. I had my bad experience with my first case with them and they successfully proved to be unhelpful.

    Today, with the recent case that i had. Their support blew me away. Allow me to explain my story, what happen was that i wanted to change my account to a newer email address as i no longer wanted to use my old email (hence all old accounts from wherever needs to be transferred to my new email).

    First problem, Razer unfortunately is unable to change email account(which sucks, Razer please do something about this!), so they provide an alternative solution which is to make a new account and export all my old profiles to the new account.

    Second problem, my Razer Surround Pro code is tied to my old account which i would love to have it in my new account but was not able to do it.

    Third problem, My Razer account is assosciated with my Insider account which i don't want to make a new Insider account(i have to start my post from scratch!).

    So a few days pass and i haven't receive any reply from them which made me disappointed again. Until later when suddenly, another Razer Support guy took over and was willing to replace me a new Surround Pro code for my new account (which made me very happy as i did not expect it). He also went the extra mile to contact the admins of Insider to inquire about my migration of account in Insider (which is not his job at all, he only deals with Synapse, Comms and Cortex). For that part, i'm truly grateful. It might or might not have been easy for him to contact the Insider admins to help me. Nevertheless, the fact he went that extra mile deserve my praise. Now i can finally migrate to my new account in peace :)

    What's the takeaway message? It's easy. For those who have not tried Razer Support, give it a try. For those who had bad experience with them, give them another chance. After all, no human is perfect and not every company is perfect too. But if you ever had an experience where their Support blew you away, do share your story! Heck, it might even motivate the staffs in Support! So again, to Razer Support, kudos to you and your team. You deserve this stellar praise of mine! :)

    Boss @Min-Liang Tan, You gotta treat them to something they deserve!

    Note: I wasn't sponsored by Razer to do this and this is a true experience of mine. Spread the love not hate :)

    P.S. Need help? Razer Support got you covered. Send in a support ticket here: www.razersupport.com/contact-us
    Last edited: Nov 8, 2015
  2. GSSGaming

    GSSGaming Well-Known Member

    I love it when support is nice to people! And Razer is a really nice company from what I've seen first hand. So thanks Razer for being the best of the best when it comes to meeting our needs!
  3. roh911

    roh911 Active Member

    I've contacted support a bunch of times, and I have had a couple bad experiences but they have always been resolved. Recently, my Adaro in-ears had started sounding odd, and there was lots of static. I contacted Razer and they said that it was too late for a refund, so they would send me in store credit instead. I was fine with that, so I sent my earphones to them. After about a week, I checked my mailbox and saw I got a package from Razer. When I opened it up, I saw that they accidentally sent me a refurbished pair of in ear Adaros. I contacted Razer, and a guy named Ken in the RMA helped me a lot. I sent back the refurbished ones, and I'm currently waiting for my code. Even though there was a mix up, the help and nice-ness of Razer really made the situation easier.
  4. Nellemose

    Nellemose New Member

    Awesome experience, it's always great to see outstanding support! Thanks for sharing this with us!
  5. My support story isn't involved with peripherals but:

    So I ordered a smaller size of a Razer Jacket than I wanted, and I contacted Razer support. In less than 24 hours I received a email for me to send the order number. Then another email came in for me with RMA details. I sent in the jacket along with some papers, and about a week later I received the correct size of the jacket. I was really impressed with how Razer support was.

    Shoutout to Lester for being a great Razer support member!
  6. 27SilentChaos

    27SilentChaos Active Member

    Yeah, that's what you call GOOD Customer Service. I was blown away by them. Really did not expect it.

    Yeah, i get you bro. I had some bad experience with them too but this time i was truly amazed. I hate it when you call support and they just give you a standard response. It should be on a personal level and this experience of mine was one of them. It was the effort that comes. Even in the event if they could not solve my problem, if their service went beyond their call of duty, then my experience would still be a good one because then i know that they care.

    Microsoft was one of em. Had to go through 4 agents and chat nearly up to 6 hours to resolve a problem, even if they could not directly help me, you could see that they did their very best in resolving the problem. And that makes it worth the time.

    No problem! I hope this will raise some awareness for some to contact Support if they ever need help! :)

    It can be about anything from Razer :) That's cool to hear! Well, to me, i don't personally want to do a shout out here cause i want everyone to know that everyone in Support is important and awesome. But nevertheless, it's just my opinion :) What i did was personally thank them in my ending reply of my recent case.
    roh911 likes this.
  7. Skrunch

    Skrunch Active Member

    Yeah I also had a great experience with their support, they replaced my Blackwidow Chroma with a brand new one due to a cosmetic issue in the logo area, I had no issue with keyboard performance at all. I didn't even ask for an exchange, I simply asked if there was a way to fix it myself or if I could purchase a replacement piece but instead they paid the shipping both ways and just gave me a brand new keyboard with packaging and everything. I'll definitely stay with Razer if they continue that level of support.

    So to Zander from Razer, thank you and give that man a raise.
  8. 27SilentChaos

    27SilentChaos Active Member

    Yeah, let's hope Support sees this xD
  9. kingsoloist

    kingsoloist Member

    best customer service is where you don't even need to use it because their product is just that good :)
  10. 27SilentChaos

    27SilentChaos Active Member

    HAHA nice one! ;)
  11. Zikiko

    Zikiko Active Member

    i had a little Email chain with Razer Support whom were more than helpful. Firstly I had an issue with my Razer Kraken Pros, the latch where the right earcup meets the headband thingy had snapped off, so the cup could and had come away from the rest of the headset, this made them unusable, along with this the wire on the Krakens had started to frail and the audio was starting to distort whenever the wire was moved the slightest, this was supremely annoying. Unfortunately as when I got them I was at a friends house in a different country (Derbyshire, I live in the North East) and when I tried to activate the warranty on my phone something bugged out and apparently it never actually activated, anyway; come the time I try to claim on the warranty I realize it's not actually been activated and I was way out the time to activate the warranty, I let support know about this and thankfully they're going to honour the warranty none-the-less and replace them for me :D And people say Razer Support sucks...
  12. 27SilentChaos

    27SilentChaos Active Member

    All's well, ends well :D
    Ziki <3 likes this.
  13. Brandtzaur

    Brandtzaur Member

    Sometimes you're lucky, other times you aint
  14. 27SilentChaos

    27SilentChaos Active Member

    Why bro?
  15. Brandtzaur

    Brandtzaur Member

    With the support, if they cant solve it they do their best. At times i feel like people think that it's because they don't wanna help
  16. Ghost2410

    Ghost2410 New Member

    Some people complain about the razer CS, but tbh look at other major companies ( mentioning no names ) They have terrible CS, and it may take weeks to get someone onto your case, forget about them even fixing it. Razer is one of those, one of a kind company's which helps to the max, as @SilentChaos said. Most staff go out their way to help you.
    Much love too all Razer Customer Support Staff :heart:
  17. Purelyluck87

    Purelyluck87 Active Member

    why do u even have so many problem ? lol

    XAEROCOOL Member

    I never had to call support but it is nice to know how they handle problems.
  19. 27SilentChaos

    27SilentChaos Active Member

    Haha true true. But you really know good support. Even if they can't solve it, they will go the extra mile to help you however they can and still leave you on good terms. Rather than shutting you down, apologizing for not knowing they can't solve it at the moment is much better than leaving you out cold and not bother replying.

    There are many instances i face the case of a generic standard reply which doesn't satisfy and really you could see they couldn't even be bothered to help you which totally sucks. Now there's a total of 3 companies that i've experienced that currently made me satisfied with just their support alone.

    Haha at least they solved my problems ;)

    That's good to hear, it shows the quality of the products ;)
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