Dear Razor Support | Razer Insider

Dear Razor Support

  • 30 November 2020
  • 4 replies
  • 13 views
E
Your online support sucks. I have to google for a support phone number to talk to someone, I can't find the chat option anywhere and I'm forced to use email communication or phone.

I really don't want to talk with individuals who use English as a second language as it makes communication about honoring warranties very frustrating, especially when it feels like they are told to fight the customer regarding honoring warranties. We're told its fellow gamers who are supporting us, but it comes off as an outsourced third party generic call center. Especially since the call quality is horrible, the "on hold music" sounds like a dial up modem trying to stream HQ music.

Almost two months into my open case about honoring my warranty. Being asked multiple times if I have trouble shooted, even though they claim they read my case notes where I stated I tried all avenues, in detail, that would not violate my warranty weeks ago.

I get responses such as "Well your warranty ends in August 2021 and has expired, if you like to dispute this, please provide a receipt".. I physically face palmed. I really hope my situation gets fixed as promised after this latest phone call (they created a new blank support case number) and that they send me the RMA paperwork as stated. Not sure they will though to be honest, most likely I will have to call them again.

Seriously, I like your products but your service is about to turn me away to a competitor.
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4 Replies

M
Yeah, it seems like they have a poor corporate philosophy. They make a slick machine. But once it's out of the warehouse. they do not want to hear about it again. It's too bad they look down on back end support. That's where they will build a relationship with their customers and learn how to improve their product. They use quality materials but skimp on the support. I mostly like my blade but if the screen keeps going back for no reason, I'm not going to buy another one.
Razer.Speedcr0ss
Userlevel 7
Evogelion
Your online support sucks. I have to google for a support phone number to talk to someone, I can't find the chat option anywhere and I'm forced to use email communication or phone.

I really don't want to talk with individuals who use English as a second language as it makes communication about honoring warranties very frustrating, especially when it feels like they are told to fight the customer regarding honoring warranties. We're told its fellow gamers who are supporting us, but it comes off as an outsourced third party generic call center. Especially since the call quality is horrible, the "on hold music" sounds like a dial up modem trying to stream HQ music.

Almost two months into my open case about honoring my warranty. Being asked multiple times if I have trouble shooted, even though they claim they read my case notes where I stated I tried all avenues, in detail, that would not violate my warranty weeks ago.

I get responses such as "Well your warranty ends in August 2021 and has expired, if you like to dispute this, please provide a receipt".. I physically face palmed. I really hope my situation gets fixed as promised after this latest phone call (they created a new blank support case number) and that they send me the RMA paperwork as stated. Not sure they will though to be honest, most likely I will have to call them again.

Seriously, I like your products but your service is about to turn me away to a competitor.


Hi there! Thanks for posting your concern here. If they've created a case with RMA, it means that they've worked on your support ticket. Please send me a PM together with your email address or case number so I can check its updates.

Hi @MARCASITELightTaupe307! Sorry for the mishap. I'll ensure to send your feedback to the team. By the way, I've replied to your thread and PM. I'll wait for your follow-up.
L
I was trying to type this response yesterday and the forums kept glitching out and mysteriously would not let me into the Support section...anyway, what I was going to say was:

I think a LOT of people can relate to this thread...I purchased an Emote Display and haven't been able to use it due to (as I suspect from reading posts of people with similar issues) a recent update they did back in October for Synapse. Now everyone who has emote effects (Seiren mics and Emote displays) can't use them, and support keeps giving the same cookie-cutter response (clean install, different USB ports, etc.) even though the issue CLEARLY points to their software. After much back and forth, I finally sent a screenshot showing the exact issue with Synapse and their Streamer Companion App, and also pointed out how someone on the forums came up with a fix (which didn't work for me for some reason). This was the response I got today (yesterday; see attached picture). Considering the glaringly horrible English and the fact that the tech said in this recent response it was regarding a "laptop" (which is after more than a few messages back and forth about my Emote Display, mind) goes to show the lack of attention this third-party call center (what else could it be?) gives to paying customers.

That being said, SpeedCr0ss, it's good that you're responding to obvious concerns here on the forms; is there anything that could be done to rectify this situation I'm having? Or did I basically spend 30 bucks on a fancy paperweight? Let me know and I'll PM you my case number. Thanks in advance.
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Razer.Speedcr0ss
Userlevel 7
Hi @Last_Samurai! Thanks for posting your concern here. Admittedly, we could have done better. I'll ensure to cascade this to the team and leave feedback. And yes, please send me your case number or email address so I can check your contact history. I'll be locking this thread now. I'll wait for your follow-up.
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