how do I make a complaint????

EndlessNameless
how do I make a complaint about your shocking customer support? I recently sent my Mamba Hyperflux off for replacement and they Emailed me back saying...

"your wireless headset is not broken, we will send it back to you"

For a start, it is not a wireless headset!!! Its a Mamba Hyperflux mouse + mat, and it quite clearly is broken, I even sent a video of the issue!

They said they would send me tracking information, but they haven't. Ive emailed them 3 times and now IM just being ignored.

I have been a loyal Razer customer for years, I buy all the latest products and this is how you repay me by trying to run my warranty down that expires next month!

could someone please point me in the right direction on how I can make a complaint?

Hey there! Sorry to hear about your recent experience with our Support Team. This is not what Razer aimed. Please send me a PM together with your case number or email address so I can review the case history right away.

EndlessNameless
thank you for your reply, but there is really no point. I have sent over Emails just to be ignored, I have reached out to Razer support on Twitter and they dont care, they ask you do DM them so they look good publicly, but when you do they just dont bother

I have just received my FAULTY product back today, the worst part is I did not even get dispatch or even any tracking info to say it was on its way to me! why would I send away my mouse and mat that I need if it was working, Im not that stupid. Razer has got my money, why would they care now? Ive never been this angry over a company and I cant believe its Razer that I have lost all faith with.

Sorry for the mishap. I would feel the same as I'm a customer too. By the way, I would like to investigate and raise this to the team. This will help Razer to improve its service quality. It can also lead to an alternate solution. By the way, the tracking number is sent via email together with the prepaid label. If in case there's no prepaid label attached, you can contact Razer via phone, chat, or email to get assistance.

EndlessNameless
sorry, I think you may have slightly misunderstood what I meant regarding the tracking number...I was referring to when they sent the FAULTY product back to me. they told me they were sending it back because it was fine (which it isn't) then they said they would Email me the tracking number for it being returned....and they didnt, they were just throwing around a £250 product without a care in the world

I really appreciate that you would like to help, can you let me know what details you require me to DM you?

I see. Thanks for clearing it up. Please send me a PM together with your case number or email address. Let's continue from there.

jdsommer
I've also been going through a hard time dealing with Razer customer service. I received a broken Razer Blade 15, sent it back, and then was ignored for 11 days. After calling over and over again what finally ended up working for me was that I was transferred to a customer service supervisor who refunded my order so that I could just order a new Razer Blade 15. I'm currently waiting for my bank to process the refund.

All this to say, I would recommend calling Razer support with the sole objective of not hanging up until you get what you want; don't let them get back to you in 24-48 hours because they wont, don't let them tell you that what you're experiencing is normal because it shouldn't be, and don't let them tell you that you can trust them because you can't. Eventually you will be transferred to a supervisor and they can actually help you. You could probably even get an appeasement of some sort.

Good luck.

Hi,

Thanks for your reply and advice.

Calling Razer is not possible for me as they do not have a UK phone number, but in the end they rang me and Im pretty sure its all down to the above agent. after I sent a DM of my details to the above agent, I received the call within an hour or 2.

They provided me with an unusual solution were I had to cut the cord of the mouse mat then send them a picture of it with the serial number visible. To me, that sounded sketchy that they were telling me to brake the product even more, a little part of me thought I was being tricked into voiding my warranty because it sounded ridiculous, but he sent me an Email requesting me to do it, so I had it in writing that it would not void warranty by doing so and I was being told do it.

The only logical explanation I can think of why they provided me with this unusual solution was to prove it was genuinely broken, like if its already broken I would be ok with braking it more, because it wouldn't make a difference to me....if that makes sense.

so I went ahead and they have issued me with a replacement, which I am still waiting on but I have a tracking number. so after jumping through many hoops and much stress I got there in the end, thanks to the above agent which I am very grateful for their help!

JYT86
having same tech support issues with my RBS 13 (late 2019) GTX. tech support is manned by unhelpful poorly programmed chatbots. really the worst tech support ever. good enough for a keyboard/mouse manufacturer but not good enough for a laptop maker.

note to the one helpful tech agent above, please contact me.

Hi there! Thanks for posting your concern here. I've replied to your PM. I'll wait for your follow-up.