Slow support 12 days and waiting

Discussion in 'Razer Support' started by Grullowirebuzz122, Sep 15, 2019.

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  1. Grullowirebuzz122

    Grullowirebuzz122 New Member

    Hello,

    I logged a ticket on the 3rd September regarding a faulty controller. Initially 3-4 days for a response , which support asked questions regarding my issue, i replied straight away... no response for 6 days..so i ask whats happening, they then follow up with on the 12th September " We sent you an email on the 6th of September however we received an undeliverable message. We would like to know if you have an alternate email address" - sent to the same email address


    however i received the email on the 6th and responded and received the standard acknowledgement from support that they had received my email and will reply within 24 hours. anyway i again replied with the same set of answers on the 13th September, and i'm still waiting for a reply.

    is this how poor Razor support usually is?..if it is i wont be purchasing a razor product again.
     
  2. razer.redpanda

    razer.redpanda Guardian of the Forest Staff Member

    Hi there! I replied to your PM. Let's continue there.
     
  3. Grullowirebuzz122

    Grullowirebuzz122 New Member

    Here is the latest response from Support- I've already provided the order number ( purchased from razor store) and attached the order confirmation twice to two previous emails. I've explained that the yellow button sticks when pressed and they have asked for a video lol! I suspect this support ticket is going to drag on, and they are just messing me around..i shall post all responses here from now on until the controller is replaced.

    latest response - on the 17th September , 4 days after my last reply to support

    Hi Martin,


    Thank you for your prompt response. We sincerely apologized for the trouble this has caused you. We have checked on the email exchanges we've had I don't see any attachment for the date of purchase, place of purchase and the receipt. We would like to ask you to re-attach those along with a video of the Y button not functioning correctly for us to get a better view of what's going on.




    We are looking forward to your response. If you have additional concerns,feel free to inform us through this email. Thank you and have a good day ahead!



    All the best,


    Ronnah G

    Razer - CSM
     
  4. Grullowirebuzz122

    Grullowirebuzz122 New Member

    I've responded to support immediately on the 17th September and again provided the information requested.

    My Response

    Hello,

    As previously provided when i responded to your request for information on the 6th September and the 13th September 2019, the controller was purchased online from the razor store ( order number 9998280507). I have attached the original email confirmation ( which details the purchase) and a screen shot of the email confirmation is also attached. I will not be providing a video of the y button sticking at this is self explanatory. The original issue still stands.

    and I've received confirmation

    No Reply <no.reply@razersupport.com>
    06:12 (0 minutes ago)
    [​IMG]
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    to me
    [​IMG]

    Hi martin mitchell,
    [​IMG]

    We have received your reply to your open case.A Razer Agent will be attending to your case very shortly. If required we will usually reply within 24 hours, but some responses may take a bit longer depending on demand or the nature of your inquiry.

    Thanks for contacting Razer Support.
     
  5. bananamannen

    bananamannen New Member

    razer support is pretty garbage go to r/razer, they are way better help
     
  6. sfxpete

    sfxpete New Member

    I reported an issue 51 days ago for my brand new laptop (Razer Blade 15 Advanced 2019 model, Nvidia RTX 2070).

    It got ignored until I repeatedly chased support and kept going over the same things time and time and time again. Was promised callbacks time and time again I never got and I have to keep calling them at my expense as the online chat support never got me anywhere.

    The the issue was finally acknowledged by their 'engineering' team but no ETA of when a fix is coming, wonderful....

    Given the terrible communications and length of time I spoke with support about a workaround if they can provide me with some additional hardware (external eGPU enclosure as I need 2 dedicated connections to the Nvidia GPU for the workaround, I use this laptop to dev for VR) which I find out today the request was refused, really?!

    Bear in mind I would have to buy a graphics card on top of that I never wanted or needed because of the issue (flicker in app's powered by Nvidia GPU) and also it doesn't solve it on the laptop panel only an external monitor. If anything I thought I wasn't asking for a minor bit of help / compensation for the messing and issue but according to Razer management using your laptop for its intended use is way beyond what is expected of their products.

    Disgusting attitude by Razer, terrible experience to which I have requested a full refund and I'm legally entitled to it now given its not fit for purpose all of which could have been easily avoided and I would have been happy to wait.

    I posted on here with my issue and it got ignored as well by their support, what a surprise that is, shambles.
     
  7. Grullowirebuzz122

    Grullowirebuzz122 New Member

    thanks, Tried that

    they suggested using email support.
     
  8. Grullowirebuzz122

    Grullowirebuzz122 New Member

    Well i wont be buying razor products anymore. I've had issues with Microsoft gear and Plantonics gear..support was fast and gear was replaced in no time.

    Still waiting for the latest reply from Support - 15 days since i reported a hardware issue with the Headset jack and a faulty Button
     
  9. Grullowirebuzz122

    Grullowirebuzz122 New Member

    latest update from r/razor

    Hey there, u/mtdmitchell! Thanks for getting back to us on this. Upon review, our Support Team tried to send you an email asking for the date of purchase, place of purchase and receipt as they were not able to find the attachments you previously sent. Also, they were asking for a video the shows the malfunctioning Y button. Their email, however, wasn't successfully sent to your email address xxxxxx

    You can send the information they required here instead and we'll be the one to attach it to your case.

    Kind regards,

    Ivory A.

    RΛZΞR | Cassiopeia

    what a load of old rubbish, i'm receiving there emails and replying to them .
     
  10. Grullowirebuzz122

    Grullowirebuzz122 New Member

    latest r/razer update

    Oh, we're sorry to hear about all this. We understand how you feel and we apologize for the ordeal this become. We'll have this investigated closely as there might some unprecedented error in the system that causes the toll. We tried to countercheck all areas here and it's not letting us see the attachment on that email. We really don't want to let you have a hassle on this, but the mind still sending here the copy of your proof of purchase and the video so we can re-update it on your case?

    Kind Regards,

    Rose Z.

    RΛZΞR | Kairos Kazeey
     
  11. Razer.SpeedCr0ss

    Razer.SpeedCr0ss Speed Hunter Staff Member

  12. Grullowirebuzz122

    Grullowirebuzz122 New Member

    Latest update from r/razer

    We understand where your hesitation is coming from and as much as the issue is readily comprehensible, our Warranty Team still needs the video/photo for documentation purposes as well. By the way, you can just provide us with the order number that starts with initials RZ if you purchased from our official site. Also, since the present issue is with the Y button sticking in, that should be a proof of physical defect, hence, a photo should suffice for this case.

    Kindest regards,

    Kate D.

    RΛZΞR | Gaia Knight

    " Funny i ordered from the online razer store and my order number doesn't begin with RZ" lol
     
  13. Grullowirebuzz122

    Grullowirebuzz122 New Member

    Latest email from Support , I think they now want my support! Weird how i'm having conversations via email , yet they keep telling me they cant email me. PS support...your sending an email telling me you cant email me to the email that your having issues emailing ! I also provided them with an alternative email address

    Hi Martin,


    Thank you for your prompt response. We have attached a screenshot of the notification we get after we send you an email for proof.


    Again, we would like to ask for a video showing the issue and to re-attach the receipt for further checking.



    If you have additional concerns,feel free to inform us through this email. Thank you and have a good day ahead!
     
  14. Grullowirebuzz122

    Grullowirebuzz122 New Member

    I've replied to support ( 19/9/19) and they have confirmed receipt of my email:


    No Reply <no.reply@razersupport.com>
    11:48 (0 minutes ago)
    [​IMG]
    [​IMG]
    to me

    [​IMG]
    Hi martin mitchell,

    We have received your reply to your open case.A Razer Agent will be attending to your case very shortly. If required we will usually reply within 24 hours, but some responses may take a bit longer depending on demand or the nature of your inquiry.

    Thanks for contacting Razer Support.
     
  15. Grullowirebuzz122

    Grullowirebuzz122 New Member

    Update from Razor support forum - I'm getting mixed messages

    Hi there! Thanks for sharing your case ID. Let me takeover while Razer.RedPanda is unavailable. I've notified the team and the case ID owner about it. The last message from the team as they were able to send the request to our Warranty Team and they will endeavor to get an update within 24-48 business hours. We appreciate your patience.
     
  16. Grullowirebuzz122

    Grullowirebuzz122 New Member

    Maybe i'm getting somewhere now.

    Apologies for the oversight! Yes. The case clearly states that the headset plugged in only works when you apply pressure on the jack. The fact that you tried several headsets clearly shows that this is a hardware issue. We can update your case with your order number, but we just need a screenshot of the order confirmation screen as well just for documentation purposes. Please upload a screenshot to an image sharing site like Imgur or Google Drive, then send us the link so we can download it and attach it to your case.

    Best regards,

    Jimmy M.

    RΛZΞR | Drjimmy
     
  17. Grullowirebuzz122

    Grullowirebuzz122 New Member

    R/razer update - things are looking better..lets see how this continues

    Cool! Thanks for the screenshot! We'll attach this to your case and append the notes with the RMA information you provided and also indicate that you would like to proceed with having your controller replaced. The Support Agent who is assigned to your case should see the update we made and they will proceed accordingly.

    Best regards,

    Jimmy M.

    RΛZΞR | Drjimmy
     
  18. Razer.Caziel

    Razer.Caziel I am the Lightbringer Staff Member

    I know RΛZΞR | Drjimmy so I asked him about your ticket and I found out that your device is eligible for a replacement. You should hear back from the team soon but I will have to lock the thread for violating the House Rules.

     
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