Horrible support for Nari Ultimate Xbox | Razer Insider
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Horrible support for Nari Ultimate Xbox

  • 6 April 2020
  • 1 reply
  • 7 views

I've been getting horrible runaround from support regarding a Nari Ultimate Xbox headset for the past week. One of the earcups snapped off of the headband during normal use as my son was taking it off of his ear. This is a $200 headset that's only 4 months into the warranty period. Support initially refused my claim, stating that the headset broke due to misuse/abuse, which is NOT the case. This happened during normal usage.

Case was escalated to management for resolution, and I've been getting nothing but runaround for the past 5 days. Contacted support on 4/2 to open a case. Was initially give the excuse that the headset broke due to misuse. When I stated this was unacceptable, I was told the case would be escalated to management for possible return/replacement. After 48 hours, I received no update and contacted support. Was then told it was still in escalation to "Higher Level Support" and would get an decision within 24 hours. Another 48 hours passed again with no answer. Contacted support again, and was asked the same questions that I was asked when I opened the case. Was then told this wasn't a manufacturing defect, and support engineer claimed he couldn't open the attachments I sent with the original case. Level 1 support keeps telling me this has been escalated, but based on the lack of response and excuses I've received, I'm beginning to think this is just another stall tactic.

I'm extremely frustrated with Razer support at this point, as it seems they completely refuse to stand by a $200 product, and are giving me nothing but lame excuses and stall tactics. I own several other Razer products for my PC, and after this experience, I'd be hard pressed to recommend your products to my friends. It's become apparent to me that the warranty that comes with this headset is completely useless, especially when I'm continually asked where the headset was purchased, and support now claims they can't open the invoice attachments and picture proof of the damage I uploaded to the original ticket. Headset was purchased direct from Amazon (not a third party seller on their marketplace, either.) I'm starting to think they're trying to get out of supporting the device because it wasn't bought direct from the Razer website. I've seen similar horror stories on the forums.

If anyone has experienced the same treatment from Razer support, I'd like to hear about it, or if someone from Razer management would like to step up and provide some resolution to this issue, I'd appreciate it. 5 days for a response on any support ticket is lousy customer service. I'm in IT support myself, and if I stalled a customer for this long, I'd be out of a job.
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Update on this - Razer finally decided to replace the headset....only to ship me a defective replacement device with a broken headband. Emailing support to find out what next steps are. Not to hopeful this is going to get resolved....Attached is a screenshot of what we were sent. This is what happened after my son simply put the headset on his head for the first time.

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