I purchased a new BlackShark V2 Pro in December which I use for work primarily as the quality and comfort in gaming headsets are generally better than ear-buds or office over-ears. I went to put them last week and the plastic connector that connects the headband to the ear-piece snapped leaving multiple sharp pieces of plastic and debris. One piece fell into the ear-piece and when I went to take the headset off it caught my head and sliced me up pretty good.
I say all this to give a full picture, I reach out to Razer and calmly explain the situation and ask for some immediacy in resolution because I need to use this for work. I advised them I don’t care about the injury because mistakes happen and I didn’t think it necessary to have a hospital visit as they requested for something this small (in hindsight I should have then maybe this post wouldn’t have happened and I could file for damages).
I don’t keep a spare sitting around that I can just plug+play (Work PC is heavily monitored and flags equipment changes and it’s a whole process) it’s a $200 headset, it’s lasted 4 months, and the quality of workmanship just isn’t there in this headset. I get passed around and told to wait 3 days and there would be a resolution. We’re going on day 5, I’ve reached out and not received a single response. I’ve been polite but this headset continues to fall apart, in this economy I can’t just up and go spend more money. If they pay the Razer employees enough to do every 4 months, than maybe I need to change my career up.
I’d love to hear anyone else's stories as I intend on collecting this data to help others make informed purchasing decisions. This may just be a one off situation, and if it is I’ll admit I was wrong. If others have this experience or anything remotely similar, please please don’t hesitate to share.
As my original post was locked - I’ve reattached it above for everyone to see as-well as the following update.
Razer has reached out to me and they did finally issue an RMA however it required me having to either (in their words) Buy a new headset, or borrow one from family and friends until they process the RMA because that’s the only option available to me. An agent I spoke with referred to something as an “advanced exchange” but I am currently not eligible for it. No specifics, no opportunities on how to be eligible and no real opportunity for resolution for a long-time Razer supporter going back to my first gaming purchase the Blackwidow Chroma in 2018.
I’d appreciate this thread not being locked and again would love to hear anyone else's stories on their poor customer service. Like I said, this may just be a one off situation, however with the treatment I’ve received thus far and the other questions I’ve seen on insider I am seeing a trend and am eager to share it with others so they can avoid the potential mistakes it seems many have made.
