Here is my experience with the support team at Razer. 

I had ordered and received a Basilisk V3 Pro including dock and puck. The mouse was fine and could be charged by wire, The dock, however, did not charge the mouse. 

I contacted support and told them it is a brand new device and that I had updated the firmware, but still no luck. 

The first answer was obviously given without even reading my email - perhaps an AI because it asked if it worked before, where there any changes to the system made, what have you done trying to resolve the issue. 

So I answered again with pretty much the same information as in my first email. I gave them as well the requested Serial Number and Product No of the dock, though I have had it registered by then and they should have it anyway. 

Finally I got a third response. This time obvious someone had read it at least half. I was advised to clean the contacts and/or try to charge another device. I wrote back that I had tried this and that I do not have another device for trying. 

Here comes back the fourth answer, which is exactly the same as the first two, so either no one there is able to read English or perhaps it is an alpha stage AI module.  Anyway - there was a bit of a change, they wanted the SN No and Product No of the mouse, which is working fine. 

OK - I did not know why, but I gave them the requested information, pointing out again that the problem is the dock not the mouse. 

Today yet another reply with a link to the topic how to configure the mouse with Synapse. 

Well, they can’t say I tried. Anyway - enough is enough. I sent it back today and will stay away from anything wearing the name Razer in future. 
Peter