Razer, it's a MESS with your products and support | Razer Insider

Razer, it's a MESS with your products and support

W
Unfortunately, it is a MESS with you, Razer... I am absolutely disappointed and frustrated of your "support team" and your "software".

Since February I am opening ticket after ticket. I am testing, making videos, sending logs but NOTHING happens! In some cases I ware able to write a MANUAL for RECUNSTRUCTING an issue but I got no answer!

My Tartarus is not working, my Huntsman is making problems now, too. My LED sync with ASUS is broken and the HUE integration is also not workling correctly. All these problem do I have since ONE update in March. Razer is not reading my posts correctly, they ask the same questions every week, each answer is from another technician.

Regarding my ASUS Aura sync problem, I've got - after 14 days with detailled exchange of information in direct conversation, tech support and dev team - the answer: We don't support it because it is a 3rd vendor product... I thought Razer WANT to integrate other vendors with Razer Connect??? Seems like you won't...

So in the end:
- Tartarus keys are not working correctly
- Huntsman keys are not working correctly
- 3rd party RGB sync does not work correctly with ASUS
- 3rd party RGB sync with HUE does not work correctly
- Razer is not ready to take all my devices back so I will get my money back

So, Razer, TELL me: Why should I play and work with your products? Why should I promote it in my blog? Why should I recommend it to friends or at work? Why should I EVER sell it to my customers?

If I would treat MY customers like YOU do, they would search a new IT expert ASAP - and that is what I will do now! That was the last time I've bought OR sold Razer products and promote it!

But hey! The REALLY main thing is, that you have masks now and drinking straws! Hopefully these products are working better and nobody will die using it...
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4 Replies

B
agreed, razer is trash at this point, never really used their products before I got the huntsman mini and I've only had problems so far...
W
Ever used Razer Command Units / Key Pads and never had these problems... Synapse 3 is the base of all my RGB integrations, because Razer tells you they are able to integrate ASUS Aura, HUE, Nanoleaf... But in real they are not able to get a keyboard working and analogue sticks of a game controller!

Wouldn't be a problem if the support would show only SOME interest for solving the problems with the software.
W
Razer is fishing you with the GREAT ability to integrate HUE and other vendors to get a unique and impressive experience only out of ONE software. It really worked fine for weeks but now, after about 3 weeks of supporting my issues, the only answer is: We don't support 3rd party products... YES, that is a unique and impressive experience, Razer... Thanks!
Cerafus
I've been using Razer products for the last couple of years, and couldn't be happier. My setup includes the Cynosa Chroma Pro keyboard, the Razer Chroma HDK, the Razer Firefly mousepad, the Deathadder V2 mini mouse, connected to 30 Nanoleaf panels, 2 LIFX bulbs, the LIFX Lightbeam, a string of 100 Twinkly lights, and 2 Phillips Hue bulbs. The Cynosa Pro is no longer available which is interesting considering I purchased it because it had under glow lighting with 22 zones, and the newer Cynosa doesn't and they have added the Multimedia keys which would be great to have, but I like my under glow. As far as customer support, I've always received speedy responses for any support issue I've had, and the Razer Support team has been very helpful from the smallest issue to major ones like replacing my Chroma HDK expansion set when 2 of my LEDs on one of the strips stopped working. Never used ASUS Aura, haven't needed to so I'm not sure what the issues could be there, The keys on my keyboard have always worked correctly, and haven't ever had any problems syncing with Hue so long as the bridge is paired and the only problem I had with Nanoleaf was there is a 30-panel limit that's not really made common knowledge, and I added tiles having 33 altogether in my setup. It caused Synapse to crash every time I opened it, and finally, through trial and error I figured it out and got a warning message in Synapse about the 30-panel limit, and after removing the extra 3, everything has worked perfectly.
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