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Suggestions for Razer Support

Discussion in 'General Discussion' started by Destrok, Jul 21, 2015.

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  1. Destrok

    Destrok Well-Known Member

    Razer Support is easily the best customer service I have had to deal with, I say this as someone who has been on the phone with HP Support in India for 3 hours just to confirm what I already thought was the problem. It also took Roxio six months to send me a replacement capture card. So I have my fair share of horror stories. Pretty much all my stuff breaks too, if there are 1 in 1000 that are defective I get that one, and I have worked customer service, so when I say Razer Support is one of the best I like to think that is an informed opinion that carries a bit of weight.

    I would like to help give feedback and improve Razer Support if I can. I get those surveys a few weeks after I have to contact support, but sometimes I have a couple tickets open around the same time period, so I am never sure what situation I am giving feedback to and never end up doing them. As someone who has worked customer service and understands how much weight these surveys actually carry, whether they should or not, I would like to see case numbers being attached to each survey so I know exactly what I am giving feedback on. I think it would help you guys get much more and more accurate feedback.

    I think this simple step would really help to improve Razer Support, and if anyone else has any good stories or suggestions to share feel free!
     
    CmdQuit likes this.
  2. NazgulStig

    NazgulStig Well-Known Member

    I have mixed feelings about Razer Support because I have never had any issue resolved by Razer Support. I think it has a lot to do with my geographic location but even when I was willing to pay for a replacement and its shipping I have never had them resolved.
    The only suggestion I have is widen the market and support to other countries as well.
    Lol, they are bad, almost all support that is given to Call centers in India are bad.
     
  3. Rodetovenaar

    Rodetovenaar Active Member

    I've only had to use Razer support once, to get a new SSD for my Blade. Was great, they paid for shipping both ways, had it back fast. Admittedly, I happen to live like an hour away from Razer's place in Carlsbad, CA. I agree that attaching the case number to the feedback survey would probably help, assuming they don't already do that somewhere on the backend.
     
    Destrok likes this.
  4. Elfreid

    Elfreid Well-Known Member

    Soon you will spam Razer Store UK. :D:D:D

    Can't agree much.
     
    NazgulStig likes this.
  5. Odesius

    Odesius Active Member

    I have had a few interactions with them and all have been resolved. The only bad experience I have had was with getting a boot drive for my edge but that got resolved in the end after a bit of back and forth. The main gripe I had with that was being bounced around between different support personell. I think if one person could handle each case(for more extensive ones anyway) that would make it more personal and a better overall experience. Other than that good work Razer support keep it up
     
  6. Razer|Alentra_xf_rzr

    Razer|Alentra_xf_rzr Well-Known Member

    Thank you for your detailed feedback, we'll pass it along to the relevant department.

    You can always send me your support Case ID if you're having issues, I can follow up for you. :)
     
    Destrok and NazgulStig like this.
  7. NazgulStig

    NazgulStig Well-Known Member

    These all happened before Insider started from now on I will let you know :) Thanks
     
  8. RazerKreuz

    RazerKreuz Member

    my only suggestion for Razer Support is that they expand the reigons they are offering full support

    people who live in countries that are simply too far away from a Official branch will have a hard time requesting for RMAs or Returns
     
    Destrok likes this.
  9. reloader-1

    reloader-1 Well-Known Member

    I actually have had several issues with Razer support, once I had to return two items (from two separate orders) and RMA my Blade. I received three e-mails with shipping labels, but nothing to identify which one applied to which product!

    I had to call in and sort it out.
     
  10. KOXOXOK

    KOXOXOK Member

    Didn't know I'm so close to the Razer US headquarters... I wonder if there's a show room for visitors? Can I visit?
     
  11. Sugar.Miya

    Sugar.Miya Active Member

    I think its time to change our dictator to @Destrok , awesome idea.

    Personally I dealt with Razer Support few times and what I find strange is that sometimes they will reply instantly and sometimes it will take few days. Don't mind tho...every problem I had was resolved other than my Nabu being replaced but that's my fault coz I lost it on the day I went to send it back booooo!
     
    Destrok likes this.
  12. NazgulStig

    NazgulStig Well-Known Member

    Only a Nazgul can change the dictator.
    I assigned Admiral General @Mapsle as the dictator few months back and since he is busy with his special guest Bin Laden I now assign Admiral General @Destrok as the acting dictator till @Mapsle returns to his duty.
     
    Destrok, Elfreid and Miya like this.
  13. Sugar.Miya

    Sugar.Miya Active Member

    Lol sorry boss! Need to change signature now :stuck_out_tongue_winking_eye:
     
    Destrok likes this.
  14. Mapsle

    Mapsle Well-Known Member

    I´m not gone, just observing from the shadows ;)
     
    Miya likes this.
  15. NazgulStig

    NazgulStig Well-Known Member

    How is the special guest? ;)
     
  16. Mapsle

    Mapsle Well-Known Member

    Still waiting for the Nabu :stuck_out_tongue_winking_eye:
     
    Destrok likes this.
  17. Elfreid

    Elfreid Well-Known Member

    Our Supreme Leader is here! Hail @Mapsle !
     
    Mapsle likes this.
  18. SuijinZero

    SuijinZero Active Member

    Razer support imo is ok, it's just that they do things so slow and too lengthy. They had you filled out forms, and write the reason and then include it in the box etc... I prefer if their methods were more similar to Amazon. It would be quicker easier and hassle free. It took them like week to process my issue and got back to me. >.< The whole process back and forth took quite a while.
     
  19. Destrok

    Destrok Well-Known Member

    In my experience I usually have one or two people working on my case, sometimes things get elevated to people in other departments, but I typically have the same person. Maybe you're just difficult :stuck_out_tongue_winking_eye: and yeah I had to request a boot drive as well, really not sure why it just wasn't included in my Edge Pro.
     
  20. Destrok

    Destrok Well-Known Member

    Ok to be fair Amazon has so much money that they just don't care anymore. I just print out my email train leading up to my RMA and throw that in the box, has worked for me so far. But yes Amazon returns is the most utterly pain free experience I have ever had, but Razer does a pretty good job as far as I am concerned.
     
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