Hello everyone,
I’m honestly very disappointed with how Razer has handled my warranty case. My Kraken V3 Pro headset broke due to brittle plastic on the hinge, which is clearly a material defect. The model is no longer available, so under EU Directive 2019/771 and § 439 BGB (Germany), I have the right to receive a functionally equivalent replacement — not a downgrade or refund.
Even Razer themselves (via support emails from Suzette and Charisse) have explicitly confirmed that the Kraken V4 Pro is the equivalent replacement model. However, they are refusing to send it unless I pay the price difference — which is not compliant with EU consumer law and violates their own warranty policy.
After almost two weeks of back-and-forth, Razer continues to ignore both the legal framework and my request to escalate the case to a warranty manager. As a result, I have now contacted the European Consumer Centre (EVZ) and provided full documentation of the case.
It’s disappointing to see a global brand like Razer act this way — refusing to honor basic EU warranty law and wasting customer time instead of simply doing the right thing.
I’m posting this here in the hope that someone at Razer finally takes responsibility and resolves this situation properly.
— Lukas
