1) I also work in customer support and I empathize with support agents on difficult situations with no solutions
2) Very much a DIY guy so will troubleshoot as much as possible before moving on
3) Been a Razer customer since 2009 with my first mouse being the original DeathAdder mouse
Here comes the rant:
It took 8+ correspondences for them to tell me that the Razer Phone 2 is no longer supported. The linked article didn't actually say what that means other than "live chat support discontinued" and not much else. What I wanted to know was if there was anything that could be done since sometimes "no longer supported" doesn't always mean "go help yourself." Sometimes it may mean "support can be purchased for an additional fee." Regardless, I informed support what the problem was (phone not charging and not turning on + background leading up to phone not charging, which was normal activities, just low battery). I also shared troubleshooting work I had done in the initial email (OEM charger, plugged into laptop, tested 3rd party charger, plugged in overnight, wireless charging, etc) and additional observations (no physical/liquid damage, likely to be battery-only as plugging into laptop shows a new attached device in device manager on a Windows system). I then get asked for proof of purchase and the serial number (could only find receipt from 3 years ago but couldn't find SN). Responded with something along those lines. An email response sends me to guides saying I can find it on the side of the box or with the phone on (box has since been thrown away and well... phone doesn't turn on). Responding to support with that, they follow-up repeating the same words (different agent name). After several back and forths along the same lines, I am able to find the requested information on my online account for my cell phone carrier. I reply with that plus my PII. A day or two later, I'm told the phone isn't supported anymore and to go find an online repair shop. I ask if they can recommend one because the few that I've gone to (e.g. ubreakifix) don't have the tools/skills/parts, but support repeats the same email response. I send a response asking again for a suggested online partner vendor (alongside my disappointment and frustration with how they've handled this case so far) and no lie, I get the same exact words with a different agent name with zero regard to the words I've typed.
Dear Razer support leadership: this is not acceptable. It's fine for products to not be supported anymore (I get it, tech changes, and Razer Phone 2 was not well-received by the general public), but the general disdain and lack of respect for customers is not just unprofessional, it's downright rude. I wish support could've just said upfront in the very first correspondence that there's nothing more that could be done AND shared some recommended/suggested solutions. Even a "Sorry, we can't recommend a partner because [justifiable reason like we have none]" would be satisfactory. The 8+ correspondences and very copy/paste text is very disingenuous and about equal to a slap in the face to customers.
All that to say, I am an avid (ex)Razer fan that's very dissatisfied. I will quit buying -- have quit buying --anything Razer as of June 28, 2022. My current Razer products are a (broken) Razer Phone 2, Iskur X, BlackWidow v3, and DeathAdder v2. Was eyeing the Razer Blade 15 since the RTX 3080 ti will work for me (don't game heavily enough that a RTX 3090 makes sense yet) but based upon this support experience, put in an order for an Asus ROG. Feels bad breaking my relationship off with Razer, but I think only one party cares about Razer in this relationship and it's not Razer. Will find out if Asus does any better with support in the future (hopefully, we won't have to). Didn't buy direct from Asus, but we'll see how much their support team actually cares about customers when we get to that point. Keeping an eye on their ROG phone right now too.