Pretty much the title. I have spent close to 10 hours on the phone with support trying to fix a well documented issue with the Razer Blackshark V2 Pro (2023) headset. Following a Synapse V4 update, the mic began echoing with a slight delay and no way to stop it. This is with and without sidetone enabled, and with the windows option to listen to your mic turn off. there are already forums on here discussing it (which Razer support has closed and said they will fix if people contact them. spoiler, they will not).
My case has supposedly been escalated to the software support team, and they told me I would be reached out to within 3 days, then 7 days, then 7 days, then 24-48 hours, and then 24 hours. I also had them miss 2 scheduled calls, but upon a call with razer support today to get an update, I was told that the software team does not do phone calls, only emails, and that I was pretty much blatantly lied to by the support workers I had previously talked to.
I keep getting told that now that my case is open, my only choice is to wait and pray that they contact me, because there is no way for me to contact them. For the size that Razer is, this is completely unacceptable. The support line has lied to me about alternative paths I could take (such as escalating the case to management just to be told by another support worker that, that’s not even a thing they do).
I am utterly blown away by the complete circus that the razer support line is, and it makes me wonder if this is a one off experience, or if other people have had a similar experience. Is this normal for Razer? What have other peoples experience been with razer support, but in particular, the razer software support team?