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Razer Support

Discussion in 'General Discussion' started by technokat, Nov 9, 2014.

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  1. technokat

    technokat Director, Social Marketing Staff Member

    Hi Insiders -

    We'll be consolidating and closing threads on issues relating to support to keep conversations on Insider clean. To note - while we may provide some form of assistance, our social channels are by no means the best place to troubleshoot technical issues relating to your product.

    If you require expert help - our Support team is the way to go, and they can be reached at www.razersupport.com/contact-us. Submit a ticket that can be safely tracked (in a Case ID) and followed up on, and that we can keep your private details relating to registration, warranty etc., offline.

    Understandably, sometimes there may be lapses in response times between you and support. If for some reason, you've not received replies from them after a couple of business days, give me or any staff here a shout and we'll walk over to Support and give them a nudge.
     
    Last edited: Dec 17, 2014
    Destrok, Bearhawk and kstone0622 like this.
  2. ive been facing a problem with my deathadder mouse, it will double right clicking (oftenly but not always) .

    i first thought it was the problem with the mouse that ive bought for just 3 months. but its not .

    when i use a new deathadder chroma , i still face the problem.

    i tried using it with window os and it works fine with the mouse .

    so i was wondering if anyone facing the same problem as i do ?
     
  3. Hey Everyone,

    Let me start by saying that I am a fervent Razer fan, and I was absolutely thrilled when I had finally saved up enough money to purchase my first Razer system - a 2014 Razer Hydra pro, bought straight from the company website. I understand that a comparable gaming system could probably be had for a lower price tag (the system is quite literally worth twice as much as my car), but I just fell head over heels with both the sleek design and the gaming extras - like the screen touch pad and the switchblade mappable keys. Which makes what has happened since so frustrating.

    My backspace key has stopped working, which is something that you only realize the necessity of once it is no longer available. After a fair bit of attempted trouble shooting, I sent an email off to the support team, but this was all I received back, "I am sorry you are having issues with your system. If the key is no longer functioning with all applications it more then likely means the key is broken. The only solution would be to send your system in for repairs."

    All right - to where? Addressed to where? Shouldn't I receive an RMA number? What's the turn around? I live in a postal code Razer doesn't ship to, and I had to have it sent to a friend in Vancouver, do I have to go through that again? I'm only here for a short time, and I don't think it'll get back in time. And since I purchased this product on November 5th, is the financial onus really on me to send a product back across the border (I live in Canada) to have it repaired?

    So I have a general question, should I just cut my losses, suck up the disappointment, remap the backspace function to the delete key, and enjoy what is still an admittedly a great product for the rest of its lifespan?

    Thanks for any advice! Also I needed to vent what I feel has been a sub-par consumer experience.
     
  4. kajira

    kajira Mother of Gaming

    Assuming your unit is still under warranty, you should be able to contact Warranty Support and they will direct you on how to proceed. I had to RMA a keyboard some time ago, and it was relatively easy. The only real downside is that you are without your item for however long it takes to repair it and ship it back.
     
  5. Elfreid

    Elfreid Well-Known Member

    May I know which email do you seek for support? I have a few experience with Razer customer service None of it gave me such simple and useless information. Do you contact through this for your support? If not, try tit.
     
  6. kajira

    kajira Mother of Gaming

    You could start there and then in the body of the message tell them that you need to make a warranty claim and explain that you weren't sure who to contact for that and request that they put you in touch with the appropriate department. :)
     
  7. NazgulStig

    NazgulStig Well-Known Member

    Try reinstalling the drivers and Synapse.
     
  8. kenshion812

    kenshion812 New Member

    Is anyone else having issues with the Nabu staying connected to their phone? For whatever reason whenever my Nabu is around with wrist and secured with the clasp it won't connect to my phone, but when it's open on the desk it stays connected...
     
  9. EODeuce

    EODeuce Active Member

    What phone do you have? I don't have my Nabu yet, I'm just curious.
     
  10. WhiteSmokeautovine185

    WhiteSmokeautovine185 Active Member

    I haven't experienced any connection issues. I am having issues where synced data is not showing up in the app, but my Fitbit did that too from time to time. My stats from yesterday are screwed up as well. For example it says I burned 22,000 calories... wish that were true. haha.
     
    Last edited: Dec 7, 2014
    QuEnSiTy and Rei Kim like this.
  11. kenshion812

    kenshion812 New Member

    I have a Iphone 6 plus. I already sent a ticket to razer and hopefully they reply quickly. It looks like no matter what I do its not syncing properly anymore. It also randomly dies on me too... anyone else have this issue? and dang. I wish I was burning that many calories!
     
  12. kajira

    kajira Mother of Gaming

    LOL - WTB that metabolism! :D:D

    As for the topic at hand, no I'm not having any issues. I can get probably about 10 feet or so away from my phone before it tells me that it disconnects, but as soon as I'm within range again it connects right up and the data does a synch. In that regard I'm having no issues what-so-ever. :)

    edit: I'm also on Android.
     
  13. I had that issue (the not connecting at all) I resolved it by turning the bluetooth off on my phone and then turning it back on.
    I also have an iphone 6 plus.
    I had the randomly turning off issue as well... but that isn't too often so I ignore that one.
     
  14. kenshion812

    kenshion812 New Member

    I tried that same thing. I would turn the bluetooth off on my phone and restart it again but it still didn't fix it :slightly_sad:. I even tried to restart the razer nabu and that also didn't help any.
     
  15. I'm sorry :\
    I guess you could try resetting the nabu, holding the button for 9 seconds and doing the factory reset?
    I can't think of anything else that might fix it. I would submit a customer service ticket, I'm sure they'll be able to help you.
    Sorry I can't provide any other guidance :\
     
  16. Lafar

    Lafar Well-Known Member

    Try this...
    1. Reset Nabu
    2. Uninstall/Reinstall Nabu Utility App (restart phone)
    3. Reconnect

    As for calories...
    Are you sure you have your age, weight, ,and height set properly?

    Finally... I'm pretty sure there might be something else going on between opening on the desk... Again.. I'm pretty sure Razer wouldn't put the Bluetooth receiver/transmitter near the clasp so that the clasp would affect it
     
  17. sleekBeaverbyte112

    sleekBeaverbyte112 Active Member

    I know the voices of those having issues are probably louder than the voices of those whose products are doing fine but I am getting a little scared that my incoming Nabu will have problems :slightly_sad:
     
  18. Zerachial

    Zerachial Member

    Me too! Fingers crossed tomorrow it turns out to be all fine ;)
     
  19. Stewarden

    Stewarden New Member

    Does the nabu get all information from the phone? Like if i change timezone on My phone will the nabu update its time
     
  20. Lafar

    Lafar Well-Known Member

    I'd actually try posting this question under one of the Q&A threads....but yes, it will change it's time as well, since the Nabu is syncing to your phone's time.
     
    Thomas Andreae likes this.
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