Livid about the awful, confusing support

I am hoping to keep this short, but I doubt it.

I am beyond angry and frustrated with Razer support right now.  Literally a dozen support agents and not one of them has been helpful.  I know there are reports about the “legendary” bad customer service, but I am beside myself as to how bad it has gotten.  

I can’t get a straight answer on anything.  But the answers I got have been...infuriating.

Let me just focus on the most recent issue.  I reinstalled Razer Synapse 2.0 on a Windows 7 repair.  I am also using Synapse 2.0 on Windows 10 machines, including a new build.  Synapse 2.0 was working fine at one point in the past for a while on that W7 machine.  I have a ton of Synapse 2.0 compatible devices so I need 2.0 to use these devices properly.  

Synapse 2.0 worked easy without any issues on the new Windows 10 build and after the Windows 7 repair, we were able to get Synapse 2.0 to work on that machine as well.  Full functionality is present and no complaints there.  

The issue is that the profiles saved to the cloud were not downloaded to either build, while on another Windows 10 machine, all profiles are there (different Razer devices, however...).  The profiles folder is even showing all of my Razer devices, including the ones where the profiles are “missing".  

After fussing with customer service over other issues they couldn’t/refused to solve, and finding another solution, I requested some help with sorting out this particular Synapse 2.0 issue.  It's actually pretty simple:  how do I recover/download/import the profiles from the cloud or another folder to the new build and the repair.  I couldn’t figure it out nor find a direct answer elsewhere, so I asked several times for a solution.  I am tech savvy to a point, but I do not know everything and there are limitations to what I can do.  So, I needed some additional help from the company.  

First, an email reply by an agent sent me to a way to “export and import” profiles, but no info on where the profiles were located.  That’s fine; I just needed clarification.  Well, then it started to get complicated, confusing, and downright weird-weird.  

“...the Razer Synapse 2 is a legacy software, thus we will be unable to provide any updates for it, we appreciate your understanding in regards to this.”

Huh?

After I replied, here is the next agent's response:

“We appreciate your cooperation in regard to this issue. Thank you for providing all the information needed in regard to this issue.

Please provide us a screenshot of any error so that we can check it for you properly. “

So now they want to help?  

After a few additional emails letting them know I am working on it, JP responded:

“Thank you for keeping us updated. I really appreciate your efforts in taking the time to reproduce the issue and capture a screenshot. I understand it requires some extra steps on your part, and I want to assure you that your assistance is invaluable to our investigation and analysis.

Whenever you're ready to send the screenshot, please feel free to share it at your convenience. We're more than willing to wait for the information, as it will be crucial to help us resolve the issue promptly and accurately.”

Ok, so now it seems like they really want to help.  Ok, this is good.  

I sent the screen shots of the error, and the response had some suggestions but referenced Synapse 3, and this was about Synapse 2.0.  A windows repair was done, and synapse started to work properly.  Except we were missing the saved profiles on both the old, repaired 7 build and the new windows 10 build.  

Next response included this:
“Please also note that Razer Synapse 2 is already classified as End of Life (EOL), which means we have officially discontinued support and development for this software. As a result, we’re unable to provide direct download links or troubleshooting support beyond general guidance.”

I requested clarification, and got this:  (the fix provided by JP was already used and functionality was restored before the reply)

1. Synapse 2.0 Compatibility:

   • Your existing setup should continue to function with Synapse 2.0, provided your system meets the minimum requirements. If issues persist, please check for other running Razer applications that might conflict and keep us updated with any additional information.

2. Status of Synapse 2.0:

   • As mentioned above the recent update to Synapse 2.0 complies with Microsoft's requirements, leading to the removal of certain features that require in-game overlays. These include:
     • Removal of Stats option for all devices

     • Removal of Add-on option for all Razer Naga Family, Razer Nostromo Family, Razer Tartarus Family, and Razer Orbweaver Family devices.

     • Removal of In-Game Configurator for Razer Naga Family.
     • Removal of OSD option for Razer ManO’War Wireless.
   • These changes aim to comply with external regulations and do not affect the core functionality of your devices or the ability to save profiles in the cloud.”

So, it seems that Synapse 2.0 will continue to work and these added features will end, which won't affect me.  Still no word on how to get the profiles properly sync’d or recovered.  

I responded multiple times requesting clarification, and the agent responded, yes, confirmed, 2.0 will still function as before indefinitely.  

From JP:
“a) Yes, your devices can continue to be controlled by Synapse 2.0 indefinitely.

b) The lighting effects will still function and can be controlled by Synapse 2.0 without any issues. ( Take note of the features removed in Synapse 2 as mentioned in our previous email )

c) Your profiles will indeed continue to be saved to your Razer account.

It sounds like everything is functioning well on your end, and that's great news! If there's anything specific within these points that needs further clarification, please let us know.”

Seems pretty clear, correct?  Well, here is the Rachel Zeigler weirdness:

When I requested some info about how I can find my profiles, here is the reply from a different agent:

“...from the Razer Escalations Team and I’ll be your support agent today.

Please know that Synapse 2 is already in its sunset state. It would cease to work in a couple of months. Additionally, should you have any other questions or concerns you may contact us using this link...”

What the...HUH?  Wait!  There’s more:

When I specifically requested that my next message be sent directly to JP< the only really helpful agent at Razer, here is the response I got from “escalations”:

“...from the Escalations team and I'll be your support agent today.

I apologize for the confusion. However, we have received a confirmation from our internal team that Synapse would seize [sic] to work in a couple of months, and downloading the software is no longer available.

But no worries, the Razer Wolverine Ultimate works with the Razer Controller Setup for Xbox app to access countless customization options for your controller such as:

• Lighting effects
• Button remapping
• Thumbstick sensitivity adjustment
• Vibration intensity

Note: The Xbox button is not remappable.”

What on earth was that all about?  I wasn’t asking about the Wolverine; that’s an old issue that was solved by the merchant and not Razer!  Now they are saying the software will “cease” to work in a couple of months?  Are they going to send an EMP to my computers to remove the software?  And what was all that stuff from JP?  This whole thing made me so angry that I went OFF on them in my next reply and made it clear that they have totally dropped the ball here.  NONE of this makes any sense and I can’t begin to tell you how frustrated I am about two things:

1.  I can’t get a straight answer about anything; one person was helpful but a simple question was not addressed regarding the profiles.  
2. Synapse 2.0 will “cease” to work in the next couple of months?  What does that mean?  (rhetorical) And if this is true, what a total hack job by Razer.  This means that a huge set up on one machine and a three device set up on another are rendered worthless pieces of junk with no controlling software, no profiles, etc...IF this is in fact true, and what JP said was wrong, then NO ONE should ever buy Razer gear again, because at some point, they will be just plug-n-play with no control over the lighting, button functions, mapping, macros, etc...If they did it with 2.0, they will do it to 3.0 and now 4.0 when 5.0 comes out and they want you to buy all new stuff.  All due criticism towards this company is accurate and justified, as I have seen over the past few years.

But since no one can give me a straight answer from the company, because the concept of human interaction is a thing of the past, I have no idea what is happening here.  Either way, my days of buying Razer stuff like an addict are over.  

I apologize for the lengthy post, but this whole thing got out of hand and I have had it.  I told them I was going to share this experience because I am at my wits end.