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Razer Horrible?

Discussion in 'General Discussion' started by ohnotimoh19, Jul 26, 2020.

  1. ohnotimoh19

    ohnotimoh19 New Member

    Hi guys I just wanted share my experience with Razer's Customer Support. Please understand my poor grammar. I'd appreciate anyone that can left some advice for grammar as well

    Bad choice 1 - To start off, I first purchased the Razer Viper Ultimate on 04/18/20 from Best Buy and exchanged it on the day of due to loose and springy right clicks. The second mouse, once again, had the same issue but it wasn't as noticeable so i decided keep it since the Viper Ultimate was the most comfortable mouse I've used so far. Next 07/20/20, I just couldn't handle the issue any further and wanted RMA the product so I decided to first start off by reaching out to their chat. Bad choice 2 -Their response was horribly slow so I immediately just closed the window. No much to be said besides that since I wasn't on the chat for long. Bad choice 3 - Due to my frustration, I just decided to give them email for the RMA. The first email was very generic, like every other companies I've dealt with regarding warranties, however everyone after that was pretty ridiculous. Whether with intent or not, Razer seemed to want to prolong the RMA process. Their verfication process was extremely ineffiecient and had ask me to provide the proof of purchase 3 times even after sending it 2 different times. I mean the first time, I can somewhat understand since I didn't have the receipt due the Best Buy misplacing the receipt within their system so I provided with a less evident proof by attaching Best Buy's confirmation email. However the second proof of purchase i sent was a duplicate copy from Best Buy showing that the mouse had already been exchanged once along with a video of the issue I was experiencing. After sending the receipt as attachment, Razer Customer Support emails me saying, "We appreciate the video and proof of purchase provided by you. We can hear the right mouse button issue clearly. We understand your current situation." then proceeds asking this, "We appreciate the details provided by you. Before proceeding further, can you please verify, do you have the original proof of purchase? or did the seller change the receipt due to mouse exchange?" in the following email. What????!!!!!! Now I'm really annoyed.. Why did Razer hire these incapable people and train them for only 5 days??!! This is an information I've received after talking with a Supervisor named Nolan. Bad Choice 4 - Finally the worst of the all the experience. After 6 days of emailing Razer to get my mouse RMA'd, I finally gave them call due to there being no progress with the incapable staff. Oh boy does it that good... I called them on 07/26/20 around 1:30 P.M. and waited about 50 mins to get in contact with a customer support rep named Mariela. Once I got connected, I probably talked with for about couple mins and got placed on hold for about 20 mins. After she came back, she had told me that the RMA was now approved, however after experiencing with Razer's customer support, I was way too annoyed so I asked to be able to talk to her supervisor. This is the beginning of the worst customer support. She accepts and asks me if i can hold for about 10-15 mins so i agreed. I made a huge mistake. I ended waiting 40mins to only get disconnected and not have her call me back. Feeling furious from this experience, I tried to call Razer's support line but I was met with a message saying there were too many calls so try calling me back later. Meanwhile I get an email from Mariela, stating, "My supervisor was currently on a break, so what I did is to look for anyone that can authorize your replacement." What??!!!! I'm not smart, but by no means am I an idiot. She had already told me that the RMA had been approved so why did she lie? I asked for the supervisor after hearing that the RMA had been approved... Im still calling by the way. After 15 mins or so, I'm finally able to connect to Razer's que for talking to a customer support rep. Finally after waitng another 30 mins or so, I get connected to guess who? Mariela!!!! Am I that unlucky??!! So i begin to complain about her unprofessional she is as an employee just to get cut off from her to apologize to me. "Im sorry I was on another call with another customer so I couldn't call you back." WHAT THE FUCK DID YOU SAY?????!!!!!! Now I'm beyond pissed. I ask for supervisor and also told her to not put me on hold since I have no trust with Razer at all. After about another 30-40 mins, Mariela's direct supervisor, Nolan, finally calls me. This is where I go on a rant about Mariela and how incapable she was. This is where i should've known that an incapable leader will only produce incapable subordinates. Nolan was the most INCAPABLE SUPERVISOR I've ever met. He couldn't give me a single answer to any of my question. Also quoted me eta's that aer still not met as I'm writing this. Of course, now that I think about it, I definitely could have spoken to him in a less profane way but in the end I only stated facts. after about 1hour on the phone with him, I decided to just get a refund for the product since I just didn't want to deal with Razer anymore. Nolan then proceeds to contact another manager since he, himself, did not have any authority on refunding a product that was purchased from an authorized retailer. So I told him that I was ok in having you contact another manager however, I was not ok to being put on hold due to my previous experience. In which, he more than happily agreed to. The manager he tried to contact was named Maverick. Already furious with all the waiting, I asked him whats the eta on contacting Maverick and he responded, "IMMEDIATELY." By this point I've already been on the phone for 4 HOURS!!!!!! WTF!!!!! I am beyond mad and punching my punching bag due to not knowing how to relieve my anger..... After another 30 mins or so, Maverick is finally on another line with Nolan but refuses to talk to me. Why? I don't know. So i ask for a conference call so that i don't have to repeat my situation for the 4th time, and to that I get a response, " Can we Skype?" WTF!!!!!! You have my number. Just call me! Why do you once again want another way of contact?After she hangs up to go talk to someone in Headquarters, since she doesn't have the authority once again. Why does Razer enjoy wasting my time????!!!! This is where I lose my shit. After Maverick just hangs up and go talk to headquarter without even properly understanding the reason for my anger. Nolan is incapable and has no weight with his words. He lied to me most of the phone call. Examples would be instances as giving me eta's that were never met, saying that he let Maverick know my full situation in which he didn't since nothing got done, and etc. But the worst of it all is he threatened to hang up the phone on me if i kept talking to him in the manner i was talking to him. Once again, I do agree that I wrong with the choice of words that I used, however I only stated the he was incapable and didn't deserve his position. In the end, I on the phone with Nolan for another 2 hours before he hanging up on me and not giving me call back. As I mentioned I’m done with Razer products and don’t want to ever support this brand. I want the refund for this mouse and compensation for how Razer has treated me after getting 2 lemon products and wasting my time in every aspect, chat, email, and phone. Nolan is by far the worst at his job. I was excessive with my language but only stated facts. He’s so called "EFFORT" was reaching out to Maverick was to call her 11 times out of the 434 chances he had to call her. That’s a 0.025% of effort. Assuming each average phone call when not answered lasts about 30 secs or so and the duration of the conversation I had with Nolan being 3 hours and 37 minutes. Are you guys kidding me? He really did nothing and further angered me with his delusional “EFFORTS.” Furthermore his "EFFORTS" also include a 1 message an hour. The last chat between Nolan and Maverick was at 6:58 P.M. and he didn’t message her again til 7:43 P.M. This timestamp information was also provided from our "AMAZING and CAPABLE" Nolan. How is this effort? Less than 1% effort in trying to call her and also almost an hour time between the chat, as he keeps stating, “I’ve been trying to message/call her.” Is this "EFFORT" in Razer’s standard? Yet he even threatened to hang up the phone call after I started saying he was incapable at his job and put no effort. Also he's "reason" for he making that threat was this, "I've never had anyone talk to me like this.." LOL GROW UP. You being incapable and being need to be removed is not something harsh that I made up. IT"S FACT. What did he accomplish? In the end he hasn't accomplished anything for my needs. All in all, I wasted 6 days and 6 hours on the phone and this is my most horrendous experience with a company called Razer.

    If anyone has read up to this point, thanks and please join me to in not dealing with BULLSHIT COMPANIES such as Razer. Feel free to share your experience, whether good or bad. This is all just my personal experience with Razer.
     
  2. BertramRZ

    BertramRZ New Member

    No one is going to read that much man.
     
  3. ohnotimoh19

    ohnotimoh19 New Member

    Its ok if no one wants to read it. I just needed a way to vent the anger I felt experiencing this event. Thanks for your comment and time.
     
  4. BertramRZ

    BertramRZ New Member

    No worries. I was looking for a way to control the Razer Viper Ultimate colors on an Apple MacBook Pro computer.
     
  5. ohnotimoh19

    ohnotimoh19 New Member

    You should be able control all the settings through Razer Synapse. Here's the link https://www.razer.com/synapse-3. Hope this helps you.
     
  6. BertramRZ

    BertramRZ New Member

    I'm on an Apple computer. Synapse-3 is a .exe file, therefore it is only PC compatible. There is no Mac download for Synapse-3.... unless I'm wrong... please tell me if I missed it.
     
  7. ohnotimoh19

    ohnotimoh19 New Member

    Sorry I just assumed that they'd have a Mac download. Although I was unhelpful, I hope that you find a solution soon.
     
  8. Tommyz44

    Tommyz44 New Member

    I've had 2 bad experiences had to beg for my. Money after an advanced replacement. Finally had to reverse payment from credit card. Razer phone 2 only lasts 6 7 months. Sent another one in for rma. They quoted me a stupid price so I asked for them to send back 8 days no reply. Opened a new case and they cannot help or forward anything since it's an already open case..
     
  9. ohnotimoh19

    ohnotimoh19 New Member

    Sorry for your experience. I can't say for phones since I've never owned a Razer phone. Hope your case gets resolved soon.
     
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