What do you guys think of the new Razer Tartarus Pro?

Lusabit
The most strange thing is, that nobody cares. It seems, that nobody is interested in satisfied customers or qualified critics.

Maybe their management is too busy counting money ;)

Lusabit
There is a forum, and the only reaction comes, if someone breaks "the house rules", by banning the user's account. Thats pur censorship!
I have never had a similar bad experience with any other brand. Still can't believe, that it's like this. But it is.

Exactly what happens to me, here and on reddit.

But on reddit it is a little bit different. All public visible complaints are answered quickly by so called RazerCustAdvocacy with sweet excuses and promises. Then they lurk you into the darkness of PMs and simply forward your issues to the US Customer Support. What happens than and there is history ;)

Phil
PS: my job isn't troubleshooting broken Razer products, my motivation is to help other customers to be treated fair.

I guess the only way to buy a Razer product is to make sure it doesn't break or isn't dysfunctional

Yeah, actually it's even worse that analog doesn't work as promised, because it's the main reason Tartarus Pro costs twice as much as the V2.

Well at least they got their product replaced then again would love to know at which rate they used it and how hardly. Anyways I tried was on the thumbstick, it's really hard to get used to it

Ps; it's also weird that Razer seem not aware about the analog issue, they ask me to make a video, when there already are out on YouTube. I'll make one, and see how things go.

Why do you want to know about how it's constructed?
It's not as bad to use anyways to me as Orbweaver' stick, my only concern is the broken analog feature

[left]Writing from another account as I got hit again by:
Access Denied
You don't have permission to access "http://insider.razer.com/index.php?" on this server.[/left]


[left]

Dekades
Hey folks, I wanted to stop by and drop a note.

Thank you for your message Dekades.

It is good to read that I should not be censored, but that the faulty system is to blame
It's true only one message from me was actively censored. It got deleted because I inserted an - anonymized - screenshot of a response from customer support. I had inserted this to show that the support continues to give incorrect answers. Incorrect because it was decided six months ago that the problem would no longer be solved and all work on it was stopped.

What bothered me most about US support was that it took several days to answer. Some reactions took even two weeks. Response times of this quality make it difficult to have a dialogue. Without dialogue, you don't feel that your problems are taken seriously. In addition, time works against you because you run the risk of missing the 14 day return date. Which btw happened to me as I was hoping for a default fix for bad products.

I have seen numerous system problems from Razer in the past few weeks:
Product issues:
- Hardware does not deliver what marketing promises
- Software prevents 'old' and new hardware from working together
Support issues:
- Ticket system was changed and caused problems
- Own tickets cannot be viewed by the user
- False statements from support that give you hope in vain
- Warranty website provides incorrect information
- Insider website had technical problems
- Support chat cannot be reached
- Telephone support times are incorrect on the website

The only thing that really works great are the identical text modules that always tell me on all channels (support, insider, Reddit, Amazon) how sorry Razer would be, how much they would understand me and how insanely important my opinion would be.

I hope you can understand that my patience has been overused and no longer exists.

Fuck it, I'm finally rid of Tartarus and with it the hardware and software problems have vanished into thin air.
I have already replaced my Razer mouse and keyboard, and in April the Orbweaver will also be replaced \\o/. However, there are still two Razer products that I will keep: Razer Sphex v1 & v2

Funnily enough, while writing these lines, I got a customer satisfaction survey from Razer.
Razer remained true to their sense of humor: the link to the survey doesn't work!

Hahahahahaha very holistic.

having phun
Phil


[/left]

Hey folks, I wanted to stop by and drop a note.

First and foremost, nobody bans anyone on Insider except for myself and a few key others who don't do anything without my consent. The site has been experiencing some technical challenges lately and not being able to post or even view pages intermittently has been an issue.

With that said, instabans are mostly handed down for spam and a clear violation of the House Rules. Nobody censors here, no matter how bad it feels. If it's within the House Rules, it stands. I stand for transparency, even if others don't.

Second, I have run the concern regarding the Tartarus Pro internally. It may not lead to a solution, but that's not to say it won't be looked at and/or addressed. The best I can offer at the moment is a hopeful, "let's-wait-and-see."

If you don't want to wait, you shouldn't have to. Your time is valuable.

If you're not happy with a product, return it. The rules and policies have always been there.

Lastly, this is a personal note from me and may fall on deaf ears, but please be patient with support. They work their butts off and post holidays is always challenging. They're in the trenches, they're actively trying to help everyone. They don't get enough love and they absolutely deserve it.

Thank you.

Are you in contact with the European Support or still talking to the US Support ?
Did they asked you also to return the device to the Netherlands on your own coss ?

Check what customer protection laws are valid for France. Even if they don't have a french office they do target a french audience by translating their offers to french. Because of that french laws have to be applied. At least that's the way it is in Germany. Hope it's the same or close to the same for you in France.

Phil

MrBuli
Intéressant.
Je souhaite juste qu'ils aient résolu le problème, que ce soit lié au logiciel ou au matériel.

Ne lancez pas un produit si l'une de ses fonctionnalités est cassée, simple. Et pour couronner le tout, nous ne rencontrons pas seulement des problèmes avec l'une des fonctionnalités, mais la fonctionnalité principale, qui est un argument de vente. La raison pour laquelle presque tout le monde veut le Tartarus Pro!

je pense que ce clavier est un des meilleurs que l'on peut trouver sur le marché à ce prix là, parce que si on regarde bien, on remarque que les claviers qui sont plus cher de chez Razer ou Corsair sont pas beaucoup mieux et je n'ai jamais rencontré un meilleur clavier que celui-là à ce prix !

MrBuli

PH1lTH: As stated in their site, the refund only works if the refund process started within the first 14 days, so the rest doesn't matter I guess.

That is identical to Germany. For the US they write:
"You have 14 days to return your product from the date it was received"

From my experience with the slowlyness and unresponsiveness of the US Support this will end up in a classical catch-22 situation.

MrBuli

And yeah I'm going to contact Razer Europe for getting my refund, the one that's located in Germany that is.
Anyways danke shön for your help, neighbor ;)
I live very close to Germany by the way (Elsass) so the process might take less time!

I had very good experience with a guy called Mickey. He was very friendly and did response very fast too :)

Elsass is in the easter part of France, I'm located in the far west of Germany. That's indeed quite close.
But we are even more than just neighbors. I have a house in Finistère which is located in the far west of your beautful country So I call it giving back to friendly french people and community service.

MrBuli

By the way in the site they also say that it can take up to 45 days before you get your money back, was this your case?

In the conversation they told me that it will take up to 20 working days. I'll know bettert by the end of the month.

MrBuli

And did they charge you for the shipping?

They gave me writen confirmationt that they will not reduct my refund for the initial shipping costs (Hong Kong -> Germany). They wanted me to pay the shipping costs from Germany to Netherlands in first place. I massaged them until they gave me a German address for the return. In order to shorten the discussion process, I then paid for the cost of shipping within Germany.

My 'trick' was that there is a rule in German law that the seller may repair a faulty device twice. The customer can then insist on change. The costs for attempted repairs or replacement deliveries must be borne entirely by the seller. So I said I'm happy to allow Razer to try two repairs before going back to the change as the final rescue.

Probably the Razer management thought that in the end it would be cheaper for them to take the device back directly.

Phil

Interessting, I just did comare the refund policies between US, Germany and France. They are quite different. At least in Germany they don't fully respect german customer protection laws. For that reason I had a longish back and forth until Tier 2 Support did understand that german law have a higher priority that Razer internal processes ;)

If in doubt, check you local consumer protection laws and convince Razer that they have to obey them.

Hej MrBuli,

if you are going for a refund I wouldn't wait too long. In first place I did miss the dead line because of the slow responses from Razer (US?) Online Support. I then contacted the German Support and after some motivational discussion and squeezing back and forth they agreed to comply to german customer protection rights at least mostly.

As far as I can see there is no Razer office in France. From my own experience I strongly recommend you to get in contact with the Razer Europe in first place. Avoid the frustration the Razer US Support will cause you.
Without being a lawyer I would bet that european customer protection laws are better compared to the US.

Europe Office
Razer (Europe) GmbH
Essener Bogen 23
22419 Hamburg
Germany
Tel: +49 (40) 4192 99300
Fax: +49 (40) 4192 99329

Support Hotline Europe
00800-25233758
Monday - Sunday 09-18 CET

They web site still shows the wrong information about the availablity for the European Hotline. In fact the Hotline is only available from Monday to Friday instead.

If you already have contacted the US Support for the refund, don't worry you can still open a new case at the European Support Hotline. You can only contact them directly by phone, all online way to contact support seems to get routed to the US exclusivly.

Good luck

Phil
PS: I did returned my Fart Pro to Razer Germany (not Razer Netherlands) a week ago. I did so after I got the written promise that they will not deduct my refund in any way and I will see every cent (12999) returning to my account. I will have to wait for that for 20 working days, ce la vie