Hello,
I’ve been a loyal Razer user for many years and a big fan of the brand. My entire setup is made up of Razer products — mouse, keyboard, headset, mouse mat and even a Razer laptop (although my current main system is not). I’ve always had excellent experiences with your quality and support.
Recently, my Razer Basilisk X Hyperspeed suddenly stopped moving the cursor. The scroll wheel and buttons still work perfectly, but the pointer doesn’t move in either 2.4 GHz or Bluetooth mode.
I’ve already tried the following troubleshooting steps:
Replaced the battery and cleaned the optical sensor;
Performed the physical reset (left + right click + scroll wheel);
Tested on multiple computers and USB ports;
Ran the firmware updater, but the mouse is not detected;
The blue light on the DPI button keeps blinking continuously.
Everything points to an internal failure in the sensor or firmware.
I understand that the mouse is over 3 years old and may be out of warranty, but given my long history as a dedicated Razer customer, I would like to ask if there’s any replacement program, paid repair option, or discount on a new product available.
Thank you very much for your time and assistance.
Kind regards,
Ruben G.
