Nari Ultimate for Xbox STILL unusable | Razer Insider
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So this is a continuation of my locked thread here: Razer Insider | Forum - Nari Ultimate for Xbox - Completely unusable



I am not trying to bash Razer support, but this is unacceptable and I believe in full disclosure to all parties, both so that customers know what to expect and Razer and evaluate their own workflows to improve. I currently have another case open with Razer to try and fix the Nari Ultimate for Xbox; the specific headset designed for the Xbox (and is labeled as Series S/X compatible).



Can someone at Razer look at this? Its mind boggling to me that this product still has issues and THIS is the troubleshooting provided.



So far this has been the convo. I have truncated some stuff.



22-Jun-2021 05:06 PM

MotoVexGT:

I've had this headset for a while. Its already been replaced once already, for the same issue that I am still having to this day. At this point it is essentially a useless $200 paper weight. It will not remain connected to the Xbox Series X (the only Xboxes I own), it causes other wireless devices (such as controllers) to drop, the mic can barely hear your voice unless its IN your mouth or you scream at it, and it seems like you guys have washed your hands of it and told us customers "lolsux2bu." Numerous people have complained in forums (both your own and others) about these exact problems and there is no resolution, no firmware updates, nothing, to help us. I have tried every Xbox Series X build from General Release to Alpha Skip Ahead, I have tried both Elite and Non-Elite controllers with fully up to date firmware, and the problem remains. I have turned off every 2.4ghz network I have (I can't control my neighbors though) to try and make it better and that does not work either. No other wireless Xbox device that I have, has this issue. My wife is about to test our the Kaira Pro (ordered today) to see if that has the same issue, but I specifically bought this headset for the haptic feedback and noise cancelling.



I love your products, but you are royally screwing your customers on this device and offering zero solutions, or apparently reparations for defunct and useless units, aside from trying to replace it over and over again. What can we do about this problem? I'm pretty frustrated at trying to make this work, and if I keep waiting longer your warranty period is going to expire and I will be SOL.



Here is my OG post from NOVEMBER: /nari-ultimate-for-xbox-completely-unusable.65822/#post-723239

Other example posts with people having similar issues:

(Truncated)
Part 2:



23-Jun-2021 02:53 AM



Razer Support:



Hi MotoVexGT,

   

Great day! Thank you for contacting Razer Support. My name is (Redacted) and I will be happy to assist you with your concern.  I need a little more information to understand what’s going on.



For us to properly isolate the issue if it's software or hardware related, we would like to ask a few questions regarding your concern. 



Was this working fine before?  

When did the issue start occurring?  

Is there any physical damage on the headset? If yes, please attach the picture

  

While we’re waiting for your response, I have here a link where you can check on more details about Razer Nari Ultimate for Xbox One;



https://dl.razerzone.com/master-guides/RazerSynapse3/Razer%20Nari%20Ultimate%20for%20Xbox%20One%20-%20Master%20Guide%20%28ENG%29.pdf



If the above troubleshooting doesn't resolve your issue, please fill out the form below so that we can process RMA if there are no further action needed



(Trucated)



All the Best,  

 



(Redacted)

Razer Tech Support  





24-Jun-2021 09:53 PM



MotoVexGT:





(Redacted),



I do not want to sound disrespectful, but did you even read what I wrote?



For additional information please reference my previous case: (Redacted)



This problem has NEVER been fixed. I've been hoping software updates for the Xbox, or something released by you guys would fix the issue, but literally nothing has solved the problems. I am not alone in this issue, as you can see from just the few links I found in 3 minutes of Googling. I've had this headset for over a year and its still useless.



If you want explicit answers to your questions:



1. No. It literally has never worked right. Not on the first unit I purchased in April, nor the RMA unit I currently have from my August case.

2. Technically? When I bought my first one last year.

3. No, there is no physical damage.



If this device cannot consistently work with the Xbox Series X/S, then you need to remove that from your website and swap people's headsets with Threshers or something that is.



If we RMA this, it will be my 3rd Nari Ultimate for Xbox. If it fails to work, what will be our course of action after that?
Part 3:



27-Jun-2021 01:51 AM

Razer Support:



Hi, (Redacted).



Thank you for the prompt response with the information we need to validate your device.



This is regarding your Razer Nari Ultimatefor Xbox One wherein you are experiencing connection issues and distortion. We’ll be glad to assist you with this.   



I have here some steps that we can do for troubleshooting:



First, Check the audio ports and audio jack for any dirt/debris that may cause the issue and that the audio jack is securely inserted into the audio port. If connections are all good, let’s reinstall your audio recording drivers to fix the issue.



Reinstall audio drivers on your computer:



Press Windows + S on your keyboard to open the Search bar.

Type in “Device Manager” and hit Enter.

Expand Audio Inputs and Outputs.

Right-click on Speakers (Realtek High Definition Audio) and select Uninstall Device.

Restart your computer to completely uninstall the drivers. The drivers are automatically installed on your computer after a restart.



If the above troubleshooting doesn't resolve your issue, please let us know.



Once you provide us the information above, we will proceed accordingly.





Thank you for contacting Razer Support! If you need immediate assistance, feel free to contact us via Live Chat or Phone at https://support.razer.com/contact-support/?c=us





All the best,

(Redacted)

Razer Tech Support





29-Jun-2021 08:45 AM

MotoVexGT:





(Redacted),



Your troubleshooting steps are 100% invalid for the product you are talking about. Can we please pass this case to someone that has experience with these units?



There _is no audio port_. Its completely wireless except for the charging port which has no bearing on its connectivity.



It does not plug into a computer; Its made for the Xbox. The way you all designed it, it does not work with a PC, there are no drivers, and even if they were they would not affect how the device works when connected to an Xbox. Its a bit incredible that I have to explain this to you.



Please send the ticket to whatever Tier 2/Lead you have.



You are essentially copying/pasting scripted responses to me, without even validating they are the correct instructions.
01-Jul-2021 01:51 AM

Razer Support:



(Instructions were sent to me that only pertain to the PC unit that has the 3.5mm cable as an option, for troubleshooting, completely ignoring the fact that this is the Xbox only unit, which I have already told them and should be indicated by the product number/serial I provided in part of the truncated posts)



01-Jul-2021 09:14 PM

MotoVexGT:



Once again, I am having to explain that you are not giving the correct instructions for this unit. There is no 3.5mm connection or cable on this headset, at all. This is the Xbox only unit, not the Nari Ultimate that is used with a computer. Only the Nari Ultimate for PC has the connection you are talking about.



I fail to see why this is so hard to understand. I ask you, once more, to pass me to a tier 2 or lead that actually knows how to troubleshoot this unit.



I already gave you my original order number as well, if you bothered to read any of my responses, but here it is again: (Redacted)



I'm not going to screenshot something you should already have access to.



The unit we currently are troubleshooting is a replacement unit that you guys RMA'd to me, which you can track by referencing the ticket I also already gave you: (Redacted)



At this point, I have pinged Razer Support on Twitter. No responses on this forum, so I'm not sure their Twitter is any more responsive, but we will see what happens I guess.
Hey MotoVexGT! I am not here to invalidate what you have experienced while contact our Support Team. And yes, the provided support could have been done better. I'll forward your post to our Support Team. Please send me your email address or case number so I can check your contact history via PM. Let's continue our conversation there.
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