Hi all,



I wanted to share my experience with Razer support and see if this is normal, or if I can escalate this issue to get the support I need.



Background: I purchase Razer Pro Type Ultra in November 2021, and started getting issues with the bluetooth connection around December 2022. The keyboard is covered under the 2 year limited warranty. I raised a ticket and have complied with all the troubleshooting/isolation steps, which were often repetitive (case was tossed from team to team, escalated to technical escalation team, etc.), and performed the process on 2 PC's to ensure it was not an issue with my PC. After all the troubleshooting steps were performed, and the issue still persisted, the Tehnical Escalation Team responded that they will look into the issue internally. 2 weeks later, they came back saying they could not reproduce the issue I am having, and saying it is probably due to external factors, such as 3rd party software, my PC settings, etc., and they are closing the case, without providing any additional support, fix, or replacement. Below is their response:



[indent]This is [redacted] of Razer Techincal Escalation Team. Delighted to be of assistance.



Thank you for waiting while we investigate your reported issue.



We attempted to reproduce the issue that you are experiencing, but we are unable to do so. This means that your issue may be isolated due to external factors such as third-party software, device configuration/settings, or corrupted files/Operating Systems.



Below are some additional steps that you may take to address your issue.



Please note that Razer is not liable for any data loss, data corruption, or any effects due to performing the steps below. It is recommended that you backup your device before proceeding.

1. Restore Windows to a previous restore point (before the issue occurred)

2. Start Windows in Safe Mode to isolate the issue

3. Uninstall/Reinstall any programs that were recently installed

4. Reset your PC (Your Data and Programs will be removed) back to factory settings



At this time, we will be closing your case. Should you need assistance in the future, please contact our support via https://support.razer.com/.



Enjoy the rest of your day. Keep safe![/indent]



Is this what limited warranty means? If they cannot reproduce the issue, it is assumed that it was the user's fault (3rd party software or corrupt operating system), even if I have the same issue with the keyboard on multiple PC's? If they cannot reproduce the issue, shouldn't the next logical step be to assume that it may be a faulty product, and it should be sent in for further inspection and/or a replacement of the product?



Very disappointed with Razer support team, especially when I still have limited warranty..



Please let me know your thoughts (maybe I'm just crazy to expect more and if they can't reproduce the issue, then it's just my fault, and I need to buy another keyboard from a competitor) or please share if you ahve similar experience. Thank you all for reading!