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Razer RMA is a disgrace

Discussion in 'Razer Support' started by Faldofas, Jan 25, 2020.

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  1. Faldofas

    Faldofas New Member

    Sorry in advance for the broken English. Not my first language.

    My Razer Naga Trinity is not working properly since I bought it. First I thought this was a problem of a game I was playing at the time. Later i found out it was, in fact, the mouse having problems (problems with it's right-clicking).

    I contacted Razer RMA explaining what the problem was and send them a proof of purchase knowing they would need it. They answer me back asking me to explain the problem I was having and to send them a proof of purchase... This was pretty stupid but I explain my problem again and send them a proof of purchase again. Then they send me troubleshooting instructions that are several pages long. I painstackingly follow them, including a surface calibration which was completely unrelated to my problem. Next mail they start asking me to make them a video showing the problem AND TO SEND THEM A PROOF OF PURCHASE. I am starting to get pissed so I tell them that I am not making them a video since I don't work for them and send them a proof of purchase for the third time. They ask me for personal information including first name, last name and phone number. I send it to them. They answer this message to me : "Thank you for your response. Since we have already gathered all the information we want from you, we will now be your case to our RMA Tech Queque." Which sounds odd but I thought that meant everything was fine and that they would get in contact with me shortly.

    One week later not having heard from them I e-mail Razer support again asking how long would I need to wait. What do they answer? Well, they ask for my name, my last name and my phone number. Information I already gave them in my last message. I am starting to lose my mind with this. I send tehm the information AGAIN and their last message was to please send them my phone number with spaces between digits. I feel like this is a joke to them and that they are trying to make me give up on my RMA. This behaviour is disgusting.
  2. Rox598

    Rox598 Keyblade Master VANGUARD

    Really sorry you're having this experience with the CS guys @Faldofas

    I'm moving the thread to the support section and I'll ask if one of the support team here can reach out to you.

    It is the weekend though so there will be a delay but I'll check again on monday if someone has reached out.
  3. Razer.RedPanda

    Razer.RedPanda Guardian of the Forest Staff Member

    Hi there! Please PM me the case number. I'll take a look.
    Rox598 likes this.
  4. Rox598

    Rox598 Keyblade Master VANGUARD

  5. Faldofas

    Faldofas New Member

    Yeah, thanks for getting me in contact with support over here, but the post was in the right forum section. I wrote my post so people know how Razer RMA works. Anyway, hope this gets resolved.
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