I sent back a defective Kiyo Pro weeks ago and was promised a 2 to 3 day response on processing and issuing a refund. After multiple emails and ticket follow-ups on my part (4 and a phone call), I have been greeted with silence since the return.
Now they have my $200, their defective camera, and I am stuck with proof of delivery from FedEx (June 21 with signature) and a bad experience with Razer Support.
While I love the Razer products (I have multiple laptops, keyboards, headsets, mice, etc..), I really am stunned by the poor support. I will admit, the few times they have responded to my initial inquiry and RMA creation was very polite, once they got the product.... just crickets.
My advice, do not buy direct. And the support for broken product... not what it should be or comparable to buying from Amazon or Best Buy. Be safe and buy from someone that will take back AND REFUND a defective product in a timely manner.
Guess I will have to reach out to my credit card company for remedy. Just a shame. I very much love the product line and have spent easily $5000 or more on Razer products.
I feel betrayed by the "for gamers" mantra.
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Userlevel 2
If you had posted this a month ago, I'm sorry to say I wouldn't have believed you. I wouldn't think you were full on lying, but maybe not filled in a form correctly or something and the issue was your own doing.
Right now, I believe you and it saddens me.
Razer support is dreadful, I have seen reports of this in the past and thought "naaa it cant be" as I have been a long term fan.
Recently I looked on here for an issue with key presses "sticking" on my new Huntsman V2 Analog (original post here /huntsman-analog-v2-sticking-keys.75959/ )
Upon further research I find tons of posts over the last few years all over the internet with the same issue. All the posts on here end the same way "Locking thread". They dont want to even admit there is an issue with synapse and will just RMA your device which has never solved the issue in any of the threads I have seen.
Like you, I feel betrayed and saddened by a company I have loved for many years.
Right now, I believe you and it saddens me.
Razer support is dreadful, I have seen reports of this in the past and thought "naaa it cant be" as I have been a long term fan.
Recently I looked on here for an issue with key presses "sticking" on my new Huntsman V2 Analog (original post here /huntsman-analog-v2-sticking-keys.75959/ )
Upon further research I find tons of posts over the last few years all over the internet with the same issue. All the posts on here end the same way "Locking thread". They dont want to even admit there is an issue with synapse and will just RMA your device which has never solved the issue in any of the threads I have seen.
Like you, I feel betrayed and saddened by a company I have loved for many years.
Userlevel 7
- Razer Support
- 7596 replies
-
2 July 2021
Alexatlanta
I sent back a defective Kiyo Pro weeks ago and was promised a 2 to 3 day response on processing and issuing a refund. After multiple emails and ticket follow-ups on my part (4 and a phone call), I have been greeted with silence since the return.
Now they have my $200, their defective camera, and I am stuck with proof of delivery from FedEx (June 21 with signature) and a bad experience with Razer Support.
While I love the Razer products (I have multiple laptops, keyboards, headsets, mice, etc..), I really am stunned by the poor support. I will admit, the few times they have responded to my initial inquiry and RMA creation was very polite, once they got the product.... just crickets.
My advice, do not buy direct. And the support for broken product... not what it should be or comparable to buying from Amazon or Best Buy. Be safe and buy from someone that will take back AND REFUND a defective product in a timely manner.
Guess I will have to reach out to my credit card company for remedy. Just a shame. I very much love the product line and have spent easily $5000 or more on Razer products.
I feel betrayed by the "for gamers" mantra.
Hey there! Sorry to hear about your camera's concern. I'll forward your post/feedback. Please send me a PM including your case number or email address to check your conversation history and tap our Support Team. Let's continue our conversation privately.
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