I bought a Razer Basilisk X Hyperspeed and it is faulty. The left mouse button intermittently cuts out and can't 'click and drag' reliably. I purchased another one which is fine, so I know this one is faulty.
I have emailed support, where they claim they will respond within 1 day on the support page. I have lodged three separate support requests over the last 10 days - none of which have been responded to.
I tried calling Razer support, but they claim they only deal with laptops and for peripheral support I need to either email or chat. So I responded to my own support request in the hope of refresgin
I have attempted the chat support - over the last 3 days, it was only available today, however I was left waiting almost 2 hours in queue, and while I was off having a toilet break, the support officer responded, waited 5 minutes and then closed the conversation (!?!?!). I waited A FUCKING HOUR and you can't wait 5 minutes, or minimise the window until I get back?!
Razer has THE WORST, UNRESPONSIVE, customer support I have ever encountered in any company
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What an absolute joke this company is. I have had no trouble with companies like Dell or HP, but Razer has THE WORST customer service and support of any company I've had the displeasure of dealing with. Below are the support requests:
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Case #: *Removed
04-Dec-2019 04:34 PM
I just received my Razer Basilisk X Hyperspeed. It has a hardware problem - the main mouse button intermittently cuts out making any drag operations impossible 60% of the time. I've also been registering double clicks, so I think it's a faulty mouse button. This happens regardless of if I have Synapse installed or not and/or am on the 2.4ghz dongle or bluetooth.
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Case #: *Removed
04-Dec-2019 04:34 PM
I just received my Razer Basilisk X Hyperspeed. It has a hardware problem - the main mouse button intermittently cuts out making any drag operations impossible 60% of the time. I've also been registering double clicks, so I think it's a faulty mouse button. This happens regardless of if I have Synapse installed or not and/or am on the 2.4ghz dongle or bluetooth.
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Case #: *Removed
05-Dec-2019 10:08 PM
Order Number *Removed
Mouse has faulty left mouse button. Intermittently cuts out on click and drag, making click and drag very difficult to use and moving windows and files very difficult. This happens regardless of whether the mouse is connected over the USB dongle or Bluetooth, or whether Razer Synapse is installed or not.
I would like a replacement or refund.
Case #: *Removed
05-Dec-2019 10:08 PM
Order Number *Removed
Mouse has faulty left mouse button. Intermittently cuts out on click and drag, making click and drag very difficult to use and moving windows and files very difficult. This happens regardless of whether the mouse is connected over the USB dongle or Bluetooth, or whether Razer Synapse is installed or not.
I would like a replacement or refund.
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08-Dec-2019 09:03 PM
Case #: *Removed
Hello,
I have already put in two cases on the 5th of December (Case #: *Removed) and on the 6th of December (Case #: *Removed) for the same issue, but now as it's the 9th of December and I still haven't heard back despite your bullshit 'reply within a day' line, I'm putting in a third request in case the other two somehow didn't make it through the tunnels of the internet.
I have tried live chat, and despite being 12pmish SGT, your stupid chat system tells me to 'try again during business hours'. I tried calling, only to be told that you only have tech support for laptops. Your systems are as broken as your poorly manufactured peripherals. Screw you for wasting my time with your broken tech support and manufacturing equipment that's defective to begin with.
On to the issue - the Basilisk X Hyperspeed I ordered through the Razer store came broken. The left mouse button is defective. It doesn't hold during any click and drag operations. I know it's broken because I bought a second one from a local store that works fine.
I need an RMA to send this piece of garbage back. I've had many poorly manufactured peripherals from your company - you'd think I would have learned. Unfortunately, while the design side of things is good, your manufacturing standards are abysmal and are in need of serious reconsideration. But as if you care right?
08-Dec-2019 09:03 PM
Case #: *Removed
Hello,
I have already put in two cases on the 5th of December (Case #: *Removed) and on the 6th of December (Case #: *Removed) for the same issue, but now as it's the 9th of December and I still haven't heard back despite your bullshit 'reply within a day' line, I'm putting in a third request in case the other two somehow didn't make it through the tunnels of the internet.
I have tried live chat, and despite being 12pmish SGT, your stupid chat system tells me to 'try again during business hours'. I tried calling, only to be told that you only have tech support for laptops. Your systems are as broken as your poorly manufactured peripherals. Screw you for wasting my time with your broken tech support and manufacturing equipment that's defective to begin with.
On to the issue - the Basilisk X Hyperspeed I ordered through the Razer store came broken. The left mouse button is defective. It doesn't hold during any click and drag operations. I know it's broken because I bought a second one from a local store that works fine.
I need an RMA to send this piece of garbage back. I've had many poorly manufactured peripherals from your company - you'd think I would have learned. Unfortunately, while the design side of things is good, your manufacturing standards are abysmal and are in need of serious reconsideration. But as if you care right?
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And here is the chat log:
12-Dec-2019 07:48 PM
2019-12-12 18:31:43 Terry : RMA
2019-12-12 18:36:35 Terry : Helloooooooo????
2019-12-12 18:40:42 Terry : Order # *Removed
Here are the case numbers for the same issue I have requested an RMA for with absolutely no reply so far (10 days later):
Case #: *Removed
Case #: *Removed
Case #: *Removed
2019-12-12 19:13:05 Terry : It's been over 40 minutes, this is getting ridiculous.
2019-12-12 19:13:24 Terry : You have THE WORST support on the planet.
2019-12-12 19:15:36 Terry : I will send the transcript from this and the three RMA requests tp the relevant industry ombudsman. It's been 10 days without a reply and now I'm in queue for 45 minutes on the one day your chat support is actually open.
2019-12-12 19:21:26 Terry : Whenever you are available (I've been first in the queue for over half an hour) please send me an RMA form to my email address.
2019-12-12 19:37:31 Terry : It's now over an hour waiting
2019-12-12 19:39:59 Michelle : Hey Terry! My name is Michelle, how are you doing today? We are greatly sorry to keep you waiting.
2019-12-12 19:48:10 Michelle : I have not heard a response from you for more than 5 minutes. I will have to end the chat now so I can assist other customers. Feel free to contact us if you need further assistance. Goodbye and take care.
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So, all up I've wasted a lot of time trying to get a stupid $100 mouse replaced.
I will recommend to everyone I know to NEVER EVER buy your products based on your manufacturing standards and customer support.
And here is the chat log:
12-Dec-2019 07:48 PM
2019-12-12 18:31:43 Terry : RMA
2019-12-12 18:36:35 Terry : Helloooooooo????
2019-12-12 18:40:42 Terry : Order # *Removed
Here are the case numbers for the same issue I have requested an RMA for with absolutely no reply so far (10 days later):
Case #: *Removed
Case #: *Removed
Case #: *Removed
2019-12-12 19:13:05 Terry : It's been over 40 minutes, this is getting ridiculous.
2019-12-12 19:13:24 Terry : You have THE WORST support on the planet.
2019-12-12 19:15:36 Terry : I will send the transcript from this and the three RMA requests tp the relevant industry ombudsman. It's been 10 days without a reply and now I'm in queue for 45 minutes on the one day your chat support is actually open.
2019-12-12 19:21:26 Terry : Whenever you are available (I've been first in the queue for over half an hour) please send me an RMA form to my email address.
2019-12-12 19:37:31 Terry : It's now over an hour waiting
2019-12-12 19:39:59 Michelle : Hey Terry! My name is Michelle, how are you doing today? We are greatly sorry to keep you waiting.
2019-12-12 19:48:10 Michelle : I have not heard a response from you for more than 5 minutes. I will have to end the chat now so I can assist other customers. Feel free to contact us if you need further assistance. Goodbye and take care.
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So, all up I've wasted a lot of time trying to get a stupid $100 mouse replaced.
I will recommend to everyone I know to NEVER EVER buy your products based on your manufacturing standards and customer support.
Userlevel 7
- I am the Lightbringer
- 4792 replies
-
14 December 2019
I understand that you are frustrated but violating the House Rules will not get you anywhere. PM me the case numbers so I can start an RMA ticket if you still want to go that route. *Thread locked
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