I am writing to you after receiving an unsatisfactory response from the Korean Razer service center. Let me explain my situation in detail.
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Issue Summary:
I purchased the DeathAdder V3 Pro HyperPolling Dongle Bundle. While using the mouse wirelessly, I removed the HyperPolling Dongle for charging purposes but unfortunately lost it. I continued using the mouse with a wired connection.
Recently, I purchased a new official HyperPolling Dongle separately and attempted to connect it. However, the mouse did not pair with the new dongle. Despite trying firmware updates for several hours following official procedures, nothing worked.
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Responses from Korean Support:
1. They instructed me to update the firmware (which I had already done multiple times).
2. They mentioned that if the issue persists, I should send the product to the service center. However, they stated that if the bundled HyperPolling Dongle is missing, they would be unable to provide any service.
This response raised my first suspicion:
Why would the lack of the bundled HyperPolling Dongle prevent service?
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Detailed Inquiry Sent to Korean Support:
Product Name: DeathAdder V3 Pro
Description of the Issue:
I followed the official firmware update process, but the "Update" button remained inactive.
I tried pairing the mouse with the newly purchased HyperPolling Dongle but failed, even after several attempts.
Wired mode works, and the device is detected in Razer Synapse when connected via USB.
Despite multiple USB port changes, device resets, and following all instructions, the firmware update process remained stuck. There was no indication anywhere that the bundled HyperPolling Dongle is required for updates or functionality.
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Key Questions:
1. Why does the official firmware file with wired USB connection fail to update my mouse?
2. Is it normal that the standalone HyperPolling Dongle is incompatible with the bundled DeathAdder V3 Pro?
3. If the bundled HyperPolling Dongle is lost, is the mouse no longer eligible for service?
4. What specific steps should I follow to update the firmware and restore wireless functionality?
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Response Received from Korean Support:
They replied that:
The bundled DeathAdder V3 Pro and Viper V3 Pro models have dedicated internal configurations and are not compatible with the separately sold HyperPolling Dongle.
Losing the bundled dongle does not qualify for product replacement or service.
Due to Razer’s policy, service centers cannot provide spare parts and can only replace defective products still under warranty.
They suggested contacting Razer’s global support through the following link:
https://mysupport-ko.razer.com/
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My Feedback:
If this is true, I feel misled by the product description. This would mean the bundled mouse is fundamentally different from the standalone DeathAdder V3 Pro, despite no mention of this in the official specifications.
Additionally, I never mentioned the Viper model in my previous inquiries, yet the response implied that I was trying to connect a Viper HyperPolling Dongle to the DeathAdder. This indicates that my inquiry might not have been properly read or understood.
I sincerely request a resolution so that I can use my mouse wirelessly again. Please clarify:
Is the bundled DeathAdder V3 Pro truly incompatible with the separately sold HyperPolling Dongle?
Is there any official documentation stating that these are different products?
