Phantom Keycaps only 4 months old and falling apart | Razer Insider
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Phantom Keycaps only 4 months old and falling apart


JollyRgrs

I’ve only had these keycaps since the end of April 2024 (so less than 4 months) and I’m already having an issue. Of all things, the right side of my Left Alt keycap has chipped somehow, causing the top split to easily detach. Please excuse my keyboard. the lighting and close-up make it look much worse than it is.

There’s been no “incident” with my keyboard (nothing dropped on it, I’ve not even moved it). I don’t use that key excessively and I hit the space bar just between B and N with my left thumb… so I can’t think of any reason why this has any sort of damage at all other than a factory defect. It also seems nearly impossible to somehow contact Razer about this directly (through a support channel) since I don’t have a serial number for the keycaps and the SN for my Huntsman Elite has ended warranty support a while ago (was going to put in that SN just to get to contacting support).
 

Is there a method for contacting support that I am unaware of?

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4 Replies

OrchidPinkeverONYX634

Same issue here Buddy, i do also have a warranty for this product but the reseller store where i bought refused for warranty claim, they said that “Please be advised that Physical damage is void for warranty”.

 


JollyRgrs
  • Author
  • Insider Mini
  • 2 replies
  • August 17, 2024

I now have nearly the same exact “chip” missing from the right side of my Right Control key...

It looks like your cap has the same pattern where it got weak


FiszPL
Vanguard
Forum|alt.badge.img+1
  • VANGUARD
  • 6445 replies
  • August 18, 2024

@Razer.Aero @Razer.sushi.boi - guys could you help here?


JollyRgrs
  • Author
  • Insider Mini
  • 2 replies
  • October 6, 2024

just just to wrap things up for whoever wants to know… Razor didn’t own up to anything on this, said it was physical damage (by me) instead of a manufacturing defect (notice how mine broke the SAME place and pattern that OrchidPinkeverONYX634 showed on theirs. Having this happen to 3 of my keys (a third key had the same failure while i was in talks with Razor to get my replacements).

 

In the end, they basically said they were going to be nice and for good will, would ship me a new set, but that this was just basically to shut me up and not bother them anymore. I would have rather paid for a new set and them acknowledge that this is a real issue and then FIX the issue. I just hope, in the end, someone on the design/engineering side actually looked at my returned product and noticed the issue and works on a fix. Until then, I’ll not be buying split caps from Razor again.

 

I had no issues with the caps I currently had except the number row only had the number backlit and not the symbol. In retrospect, all this hassle was not worth it. Anyone else in this same boat, you’ll have to be extremely persistent with their support to even possibly have a shot at replacements. And remember, I had mine for only 3-4 months when this happened, it wasn’t like they were that old. GL! 


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