What is going on with Razer Support?

tgkrivulka
I had ordered a new 15" 240mhz QHD 3080 unit, it came and was dead the same day. Managed to RMA the product back after experiencing the joy of NOT BEING ABLE TO SPEAK TO ANYONE in customer service, just their call-center tech support line that informs you there is no way to speak to anyone else - EVER - only contact them via a spotty "email" service....

I am out $3307, have nothing to show for it, no timeline on resolution and now a threat from Razer to replace my unit with something I did NOT order:
[indent]"
In case there is no stock available for the product you currently have, we will provide you with one of our newer products in our line-up.

We are grateful for your patience and understanding and we hope you'll enjoy your new gaming device soon. Should you need further assistance, feel free to contact us back and we'll be happy to assist you.

Have a wonderful day!
Be well and stay safe.[/indent]

[indent]Best regards,[/indent]

[indent]
Drew
RΛZΞR | Order Support"[/indent]

Razer, just in case you are not aware of law regulating commerce in the U.S., you do not have the option to replace my order with something of your own choosing without my consent. Your choice in insulating your business from consumers by setting up an impenetrable call center wall is an astoundingly bad move. No doubt it is cheap, but the amount of customer frustration it creates is far more damaging than you can imagine. When a long time customer spends a considerable amount of money on one of your flagship products, and it turns out to be defective, leaving that consumer in limbo is never a wise move. Setting up a sure fire system to enhance consumer frustration is a road to achieve nothing but long term loss.

You sell apparently shoddy products, have horrific customer service, and leave no recourse for your customers. Why would anyone be a repeat customer these days?

[I know you will lock this message, provide a PM and then give me the company line "We hear your concerns...etc." but that is just another bit of evidence that your company has lost its way... FIX YOUR SERVICE... you have a willing customer base, you are just alienating it!]

tgkrivulka
Before the email I copied above, I was promised by "Chad" that a unit would be allocated and it would be no problem, I get the sense that is not the case. I just want them to let me know IF they can replace, and if not I was the answer soon so I can source from another vendor. BUT YOU CANNOT SPEAK TO SOMEONE WHO KNOWS ANYTHING ABOUT IT! Their support number is JUST a call center (Mumbai?) staffed by well meaning people with a play book to resolve low level tech problems... anything more and they just refer you to their electronic messaging system.... they are nothing more than a filter to shield the company from dealing with customers directly.

Consider this before you buy.