Hi everyone,
I’m based in Portugal and bought a Razer Basilisk V3 through Amazon EU. The mouse is still under warranty, but the side buttons (4/5) stopped working.
When I contacted Razer Support, I was shocked by the “solutions” they offered:
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Option 1: Cut the USB cable of my mouse (rendering it unusable) before they send a replacement.
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Option 2: Pay the full MSRP upfront as a “deposit” and wait for a refund after I return the defective unit.
Neither of these conditions are mentioned anywhere in Razer’s official warranty policy (link). In fact, EU law (Directive 2019/771, implemented in Portugal by DL 84/2021) clearly states that consumers are entitled to repair or replacement free of charge and without significant inconvenience. Requiring prepayment or destroying the device in advance is neither free nor convenient — it’s unlawful.
To make matters worse:
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I received contradictory answers (first “cut cord,” then “deposit”), proving inconsistency.
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Support refuses to escalate my case to a Warranty Manager.
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I rely on this mouse for work, so staying without a device is not acceptable.
I’m now filing a formal complaint via the European Consumer Centre (ECC Portugal) and will also escalate through Amazon as the seller.
Posting here because I want to raise awareness — has anyone else in the EU faced the same with Razer? This looks like a systematic violation of EU consumer rights.
Thanks for reading,
