Razer USA Ltd

Review: 42 days ago as of today I ordered A couple products from razer totaling 212.00 dollars. They shipped those products to the wrong country and said they would refund me and that I could not reorder. This is according to the email. 12 emails later promising me my money back I still have not seen A refund.Desired Settlement: A full refund Razer Mamba 129.99Razer vespula 34.99Razer high endurance rechargeable battery 19.99shipping 27.66

Business

Response:

Hi [redacted],

Review: I placed an order on razer store on Jan.6th, order number [redacted]. At that time the pre-authorization was created. It was cancled very soon. They told me that my pre-authorization will be released within 3 to 5 business days. However, till now it has been nearly 15 days, I receive no refund. My bank told me the razer dId not make any reverse request, so they can not give my credit back. Many times I've sent them mails, the only reply was told me to wait. Yesterday they told me my request was forwarded to their bank, but it has been 24 hours, still making no progress. I need them to reverse my pre-authorization now.Desired Settlement: Reverse my pre-authorization now. No 3 to 5 business days, I won't believe it.

Business

Response:

Hello [redacted],

Thank you for your order at RazerStore.com on Jan 6, 2016.

We could not complete processing your order due to payment processing

issues relating to the submitted order information. As a result, our merchant

service has not billed your account for this incomplete order and a reversal

was effected on Jan 7, 2016.

On Jan 21, 2016, our merchant services support team contacted you

regarding your case.

If you have not received this communication or have further inquiries,

please contact us directly at [redacted]

and we would be happy to assist you.

Sincerely, [redacted]Director of Support

Review: On May 23rd, I ordered an $80 keyboard called the Razer BlackWidow Tournament Stealth from their website, razerzone.com. In early June, I received the keyboard, and a few days after using it I noticed that the down arrow key did not accuate every time it was pressed, so on June 10th, 2014 I started the refund process. It is now June 19th and they still haven't given me any type of confirmation or whether or not I'll be receiving a refund. If it gets beyond June 23rd I won't be within their one month return, so I am submitting this now to show I am eagerly just trying to finish the process and end my business relationship with them. It has been nothing but excuses, forwarding and rudeness from their e-mail support staff. I was given a defective product that they would clearly be able to test themselves if they'd simply help me finish the return process. Right now they're just holding on to my money and giving me nothing in return. Please assist.Desired Settlement: I just want my money back for this defective product. Additionally, them covering the cost and return of the keyboard at this point would be nice, but I really just want my $80 back.

Business

Response:

Hi [redacted]

I want to apologize for the problems you have had with your Razer keyboard and the repair process. There was some confusion in your case as you had created two cases, one for a refund and one for an exchange. But ultimately a human error on our end resulted in excessive delays in processing your refund.

I have approved your refund and there will be no need for you to mail back your unit as there normally is. Our accounting team will process the refund within 3-5 business days, but often times faster. Your bank/credit card may take some time to reflect the actual credit on your account.

I am sorry about the troubles, it should not have been that hard for you to get your refund. I hope you consider Razer for you any future needs you may have.

Best regards,

Razer|Wave

Director of Support

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

While some of Razer's products may be great, when they work, their customer support is not at all support. I bought a Razer Sabertooth, originally from newegg.com and within a week of owning the product the right trigger stopped functioning. I pursued a replacement and newegg.com said, after I had already sent it back to them, I needed to get a replacement directly from Razer. So I went to Razer and sent it to them. I assumed I would be sent a new product, since I had barely used the Sabertooth and it was practically in new condition (apart from the broken button.) The controller I was sent back was “refurbished” and in horrible condition, it hadn’t even been cleaned since its previous owner. I never bothered to see if it worked well because I regretted touching it in the first place (that’s how repulsive it was.) I sent it back and specifically requested a new controller and after being told I would get one I received another “refurbished” one. It was considerably cleaner than the other, but nonetheless I wanted a new one, because that is what I paid the full price for. I was going to pursue a return immediately but I got caught up with my work and so I decided to let it be and just use the one they gave me. It worked, I made sure of it then. However, I went through a long period of not gaming at all and it wasn’t until now that I begin to use it again. It lasted as long as the original (about a week,) this time the right bumper stopped working and soon after the right trigger stopped as well. It is unlikely I will get anything more out of razer, they’ll probably keep sending me “refurbished” ones. Between shipping it out three times and sending it back three times, it took about three months. If you are considering a Razer controller I beg you to reconsider and buy from anybody else. I have one I bought for $20 and it’s still, two years later, working just as well as the day I bought it. It may not have all the extra buttons, but at least the buttons work. I have nothing against Razer products, I have a friend with a Razer laptop and it’s excellent, but they have no right to call their “support,” support.

Review: I purchased an item that Razer manufactured - Black Widow Ultimate keyboard at [redacted] on 9/2012. I used the device and on 7/17 a Software Update from Razer's "Razer Synapse 2.0" software provided me an update on the firmware. I followed the prompt and Razer's software downloaded and installed this updated firmware, upon "successful" installation the keyboard was and is unresponsive. I called tech support on 7/18 and informed the tech of my situation - he informed me this was an ongoing issue with this particular keyboard and software update and he would process my RMA. I heard nothing, I called on 7/23/13 and finally received an RMA number. I complained to the tech/rep that this process was taking way too long just to get going, the tech/rep escalated my RMA and was able to promise me (in writing) an upgrade of a NEW device would be provided for the exchange of my defective product.

I mailed the defective product back to Razer per their instructions, it was received on 7/2 - I then contacted them on 7/31 when I didn't receive any information my case was being handled in an "escalated" fashion as I was promised earlier. My replacement was not sent out until 8/3 leading me to receive it on 8/6(today) I was further met with disappointment when I opened the package to reveal a generic cardboard box containing a refurbished product. The item is physically scratched up all over the back of it, and is clearly not what I was promised to get. I found this experience to be unethical and unfair. I have contacted this company via email multiple times to try to reconcile this issue but was met with opposition.Desired Settlement: I wanted what was promised to me. I paid for a brand new product at the time of purchase and I believe I should at the very least receive the exact same keyboard in the exact same condition I purchased the original in.

Business

Response:

Hello [redacted],

I am sorry to read of the problmes you have had with your Razer BlackWidow Ultimate. I can understand your frustration and no one wants to experience any type of failure with a product they paid good money for. In looking at your experience is does appear the support team did supply an upgrade to your original product and they also supplied a pre-paid shipping label to return your defective product. Both of these are not typically done for warranty coverage. Also warranty replacements are sent out in generic brown boxes that do not feature all the product literature of the original packaging.

I will differ with you on the timeline, but I still understand that all you want is the working keyboard you paid for and that is ultimately frustrating to receive a unit that is not working or damaged. If the replacement unit you received is damaged I would be happy to issue you pre-paid shipping label to return the unit and we will replace that one for you also. I will have team send you one of those today along with a new RMA number.

Thanks for your support and your time.

Best regards,

Razer|Wave

Director of Support

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

When I purchased Razer Blackwidow keyboard Ultimate there is no literature marked on the packaging or included in the package stating I would be receiving a refurbished replacement in the case of failure. I do not consider a refurbished keyboard an upgrade, if you were unhappy at a restaurant and the manager offered you a steak instead of a cheeseburger but the caveat is the steak was.half eaten would you accept those terms? I would love to put this issue to bed. I never asked for this "upgrade" and nor would I consider what I received as an upgrade, its used and not in pristine condition like the product I returned to you.

Also, the fedex label I received is for ground shipping...ground shipping is 5 business days.from NY to CA so now were talking an additional 2 -3 weeks. Why does Razer insist on dragging this out?

Review: I have had the most terrible experience with customer support in my life dealing with this issue.

Here is what happened: I bought a new Razer Blade 14" laptop, and the day I got it, it stopped working - the screen would not turn on when I booted it up (it was later determined to be a motherboard issue).

The following day I contact Razer Support, an RMA is created, and I get a prepaid shipping label to send it in for replacement. So far so good. I was a bit disappointed that the product stopped working the day I got it, but understood that sometimes happens.

When it does arrive at Razer, the problems start: I get a call saying that they can't send me a replacement device, since it seems that the laptop has been tampered with (I was told that the screws on the cover were stripped). However, because it is such a new laptop, they would make an exception and repair it under warranty.

I do not have any clue how this could have happened - I did not tamper with the laptop, and that I know of, no one with physical access to it did so when it was in my possession. But I am not one who usually complains, and I accept the resolution, being told that I would get it back in about 2 weeks.

This already caused me some distress, but so far so good. The problems start now:

Three weeks later, no contact from Razer, so I call. I'm told they are waiting on a new motherboard, and that they can give me no ETA.

Another week passes and I call again. I'm told that they are still waiting for the motherboard, with no ETA.

Another week passes and I call again (this was last week on Monday). I'm told that the motherboard just arrived and it should arrive at their repair facility either that same day or the following day, to be shipped on Thursday or Friday.

I call Thursday, as I got no update so far. I'm told that some mistake must have happened, as the motherboard had just arrived at their repair facility and should ship either that day or the following day, but more likely on Friday.

At this point, I express my frustration and ask if it is possible to send it overnight (as I wished to receive it during the weekend so I wouldn't have to wait for almost a week over the long weekend). I am told that he would put in a request for overnight shipping, although it wouldn't be guaranteed.

I call on Friday, to check on the status of the RMA. I am told that it has not shipped yet, but it might ship by the end of the day, with overnight shipping. In either case, the technician tells me I would get an email update by the end of the day.

This is where I got really frustrated and felt offended - I was lied to. I never got an email update, and was unable to contact Razer for another three days, due to the long weekend. And no laptop!

So I wait until Tuesday, and call in. I'm told that they got an update 20 minutes prior to me calling that the product was ready for shipment and should be shipped that same day, overnight.

At this point I think to myself: ok, another day and I'll have it.

I was lied to again. The product did get shipped that day (yesterday). But not overnight, although I was told it would be several times. I did not even get a tracking number by email.

I had to call again today to be told that the product was shipped yesterday, but for some reason it was shipped on 2Day Service, so I will only get it tomorrow.

I am glad I am getting my Razer Blade 14" back, because it seems like a great product, and for the short time I had it and it worked, it was great.

I am unlikely to ever buy anything from Razer again, or recommend it to my friends, since not only was the technical support I received terrible, as I was directly lied to multiple times. All the representatives did was to say I would have to wait, and never gave me a strict deadline.

This issue and huge delay has been a very big inconvenience for me, since the product was important for school and work. It has also caused me great frustration and distress.

The RMA # is: [redacted]Desired Settlement: I would mainly like an apology from Razer, since I find this situation unacceptable. I have not only received bad support, but have also been directly lied to.

I would also appreciate an extension on the warranty, since this situation has removed over a month from the warranty life on a product that I have not used for even a day.

Business

Response:

Hello [redacted],

Review: At 1:38 p.m. EST on March 3rd, 2016 (today) I called tech support. The phone was IMMEDIATELY answered. But nobody spoke to me. I put the phone on speaker, and maxed out the volume. For FOURTEEN MINUTES a tech support representative was breathing into his microphone (which was feeding into the line going to my phone call); was typing very loudly into the microphone AND WAS TALKING TO ANOTHER CUSTOMER ON ANOTHER LINE. I sat there saying into my phone "Hello, can you hear me? Hello? Is anyone there?" At the fourteen minute mark he proceeded to hang up on me.

Next I call back and get "[redacted]" on the phone, I asked to speak to a supervisor and he asked me why, I explained my initial problem as well as my complaint I wanted to register with their tech support. He was very nice and said that a supervisor was not available and would call me within an hour. But, if I had not heard from them, to please call back and ask to speak with a supervisor.

An hour and 10 minutes passes; I called back. At this point i'm furious. Not only is their product defective, but their Tech support is completely non-responsive and I can't get a single person to help me with my computer peripheral being defective for the last two years, these people are actually HANGING UP ON ME!

At this point, I want to be compensated for all the computer peripherals in my possession, including my keyboard, mouse, mouse pad, and headset, I will send the items back to the company but I am done using their services including their devices and Technical Support.

I have never felt so absolutely downright disrespected as a customer in my entire life.Desired Settlement: I would like to receive a cash refund for my [redacted] and [redacted] Black Widow Mechanical Keyboard.

I have never felt so disgusted at a company I have trusted with my business for 10 years and sent many people to for increasing their profits.

Business

Response:

Hello [redacted],I am sorry about the problems you have had with your Razer Naga

and also with trying to obtain support on your product. I know you simply want a working product and not

a headache to deal with.

It does appear they may have been an issue with your first phone

call. The agent did not hear you and the

call for whatever reason did not seem to disconnect on your end. It is hard to say exactly what happened there

and where the technically difficulties occurred, but we will investigate on our

side. I am not seeing where anyone hung

up on you, but maybe there were other connection issues at the time of your

calls??

In any case we would be happy to honor the warranty terms on any

of our products. The support team has

already sent you an email so that we can begin to process a claim on your Razer

Naga. If you can reply to that email at

your convenience we will be happy to assist you with the claim.

Sorry about the troubles and I thank you for your support of

Razer.

Best

regards,

R?Z?R|Wave

Director of Support

Review: After requesting a replacment for my headset which broke under normal use inside the 1 year warranty I was told that I was lying and that the headset must have been mishandled. This ended the support from their side as they have yet to respond to my further email.Desired Settlement: I was happy with the product up until it broke and would like a replacment. The horrible customer treatment was not expected.

Business

Response:

To whom it may concern,

Review: On 12/29/2015 I ordered a Razer Kraken 7.1 Classic Gaming headset for $69.29, $73.97 after tax, as they were on sale. On 01/05/2016 they arrived. They worked for one day and then the right headphone would stop working. I contacted Razer support on 01/07/2016 (Case# [redacted] and they gave me a shipping label to return the item on 01/12/2016 (RMA number [redacted]). Razer has failed to replace or repair the item. Razer has not given me a date to replace the item even though I have asked. I have been given an option to take a voucher code for the item so I can purchase it from their store again for the original purchase price minus tax. The price of the item now is $89.99 before tax. I do not want to pay anything to get the defective item replaced. I have contacted them to ask for an estimated time for the replacement and I've been offered the voucher code instead of giving me a replacement date.Desired Settlement: I want the item replaced at no additional cost to me.

Business

Response:

Hi [redacted],

I am sorry for all the trouble this has been for you. You deserve a working product and it should

not be this difficult to get that to you. There has been some inventory issues and I

know a promotional code has been offered to you in lieu of the replacement. But

there are other solutions also.

I am currently out of the office but will make sure the

manager of the department contacts you ASAP so we can resolve this situation. We will make sure you get the product you paid

good money for.

Best regards,

[redacted]Director of Support

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. The business has replaced the item and I consider this complaint resolved.

Regards,

Review: I bought a Razer Naga MMO Gaming mouse and it was having some issues. It was under warranty. I sent the mouse in for service. Their policy did indicate that another mouse may be substituted, but the mouse they sent me was a regular 5-button DeathAdder mouse. The mouse I sent in has a 12-button numeric pad on the left side which I use for MMO gaming, so it is highly important to me. Razer still currently sells similar computer mice.

I submitted a ticket to see if I could get information as to why I couldn't get a mouse more similar to the one I sent in. The case number is [redacted] and was submitted on Jan 8. I have yet to receive a response, despite the email indicating I should receive one by three business days. I attempted to contact another agent through their chat account on [redacted]. The agent asked me the case number and, after I provided it, have still not received any further communication from them.Desired Settlement: I would like to receive a replacement MMO gaming mouse. I can send in the one they sent me, as it does not meet my current usage needs.

Business

Response:

Hello [redacted],

I am sorry

about the issues with your replacement product.

It does seem the wrong replacement mouse was inadvertently sent to you.

Please keep the

mouse we already sent you as we want to apologize for the inconvenience. We

have also made arrangements to send you the correct mouse. You should be receiving that soon.

Please let us

know should you have any further questions and we will be happy to help.

Best regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I purchased two gaming mice that were League of Legends "special edition" as Christmas gifts on 11/4/13. They came with a two year warranty. In less than a year both mice quit working. I contacted the company about getting them repaired. They only offered store credit or to replace them with a different model as they claimed the mice were no longer being manufactured. Since they were special gifts, and solely purchased because they were the "League of Legends edition" a different model is not what we want, and store credit isn't any better either. I emailed the company on five separate occasions to inquire about having them replaced with the same model from other vendors who still sell that specific product, or to have the mice repaired. They only responded to the first email and ignored the other four. They refused to repair the mice, which is our preferred option, and chose to ignore my concerns and other questions I had inquired about.Desired Settlement: We would like these two mice repaired to working condition or replaced with the exact same model.

Business

Response:

Hello,

Review: I have a case open with Razer support for over a month now. No one gets back to me. If I call support all they do is tell me to wait for an email. No one can give me answers. I have sent in my product for repairs with promise that within 2 business days my replacement would ship. It has now been 7 business days with no answer or replacement shipped.Desired Settlement: Send back my requested replacement unit that was promised in the emails.

Business

Response:

Hi [redacted]

I am sorry about the confusion with your case. It does seem like you got passed around a bit and no one could ever give you a firm answer. The process should not have been this hard and I am very sorry it was.

I do see where a replacement order has been placed for you and that unit should ship out tomorrow and you should receive tracking information once it does.

I would like to apologize for these issues and I hope a $50.00 gift voucher at the Razer Store will help make up for some of the troubles you had. Please use this code for $50.00 off at www.razerzone.com/store [redacted]

Thanks for your support and if there is anything else we can do for you please let us know.

Best regards,

Razer|Wave

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I purchased a "Razer Onza Tournament ed. Xbox 360 controller" from my local [redacted] last summer (July, 14 2012). The controller was defective and stopped working correctly after less then 6 months. I called Razer and after an arduous return process I finally received in the mail a brand new replacement directly from Razer. This was in the middle of May (2013). Yesterday (7-1-13) when I went to use the controller it was again broken and again seemingly for no reason. There is absolutely no wear & tear of the controller or cord. When I called Razer's Customer Support today (7-2-13 @ 10:36am, phone # 888-697-2037) I was met with total indifference to their products' seeming systemic lack of quality. When I called, I explained the situation to their representative [redacted], telling him that since this was the second time I was dealing with this problem I just wanted my money for the product back. He told me, "...that since the original purchase had been over a year ago (It had/has not been at the time of our call) they could not help me". At this point I let him know that, up until now I had been using Razer's products (keyboards, mice, headsets, mouse pads...) for years on my PC and Apple computers with no problems whatsoever and was shocked to find out the quality of those products did not transfer to other ends of their business. At this point I again asked if I could get my money back, as I did not want to go through their horrible returns process again; hoping that they now knew I would most likely just try one of their other products. However the best they said they could do was send me yet another of the same product that has twice now not even been usable through Razer's own warranty duration.Desired Settlement: It seems quite silly to offer someone yet one more of the same product, that has on two occasions, proven to have quality control issues. I would like to be sent a next-day-air envelope containing: paid postage to return their faulty product to them and the retail value of this product in the form of a check. The Model Number of this product is: RZ06-0047 The Serial Number is: [redacted]

I would hate to stop bestowing this company with my kind words and business as I think we both would see a loss. But with the drastic drop in quality of both products and customer service I have seen in the last year, this is Razer's last opportunity to keep myself and my business as customers.

Please surprise me Razer.

"Inspire your company as well as your competition to do better by you by the example you set."

Business

Response:

Hello [redacted],

Review: I ordered a Razer Nabu from razerzone.com during black friday. They were having a promotion where if you bought the Razer Nabu, you would receive a Razer X for free. Upon receiving the items, which I didn't open, I decided that I wanted to return them. When I got the RMA from Razer, there were explicit instructions to return both the item and the promotional item, which makes sense because they can't just give out free items for nothing. I packed both items and returned them via UPS. I got an email notifying that they received my shipment but never made any mention that there was a promotional item missing. After looking at my bank statements, they only refunded me half of what was owed. After going back and forth with customer service, they're claiming I didn't return the promotional item; to which I did. I've asked for a full refund throughout these emails telling them I'm not going to let them take money from me for an item to which I do not have. I'm pretty upset with Razers customer service and will no longer be buying from them in the future.Desired Settlement: I would like my full refund be given to me. I do not have the promotional item. I'm not okay giving a large corporation money for an item I don't have.

Business

Response:

Hello [redacted],

Review: I ordered a smart band from razer, one that tracks fitness goals. I had it for a week and it then did nothing and broke. I returned it and they gave me another one. The return process took about a month in order to get the new one out to me and when I finally got the new one that also did not work. Having not ever been able to use the second band they sent as it did not work at all I contacted them for a refund. They can not issue refunds unless it is 30 days from purchase. I do not feel that this is fair due to the fact that it took well over 30 days to get the second band and then that one did not work at all. They then isssued me a store credit for them but I do not want any of their products. This has been such a hassle dealing with email after email from them and explaining the same thing so many times it was stupid. I want my money back and to be done with them.Desired Settlement: I want my 52.99 USD back and never to deal with this company again.

Business

Response:

Hello,

I am sorry for the problems you have had with your Razer

Nabu.

I do see where the product was purchased well over 30 days

ago and according to our policy should not be eligible for a refund. But considering the circumstances I would

like to approve the refund for you and will have the team process that for you.

Please give the actual refund some time

to appear on your account.

Thanks for your support and I am sorry about the

issues.

Review: I purchased a Razer Tiamat 2.2 headset on 01/08/13. The head cushion bracket on the headset broke when I tried to use it a few days ago. Also the cable wrapper seems to have warped the cabling causing static noise to be heard when the headset is in use. I filed a warranty claim on 06/04/13, after emailing them back and forth and patiently waiting for their reply, they came back saying that it was not a manufacturer's defect. I put it on my head and the cushion bracket broke. They can tell it's not a manufacturing defect by the two by pictures I sent? There are numerous complaints online regarding their poor warranty service. I then replied and requested a phone number to get in touch with a supervisor or manager and have not heard back from them. It's ludicrous to think that I spent over $100 for the headset (including taxes) thinking I purchased a quality product at a premium price from a recognized manufacturer and yet they don't uphold their warranty.Desired Settlement: I would like for them to honor their warranty and send me a replacement unit.

Business

Response:

Hi [redacted],

Review: my 14 year old son purchased a backpack in September for school - the shoulder strap detached the sewing was not correct - did not rip just the strap came out - he did not tell them or us until December we were travelling and he is 14 - the backpack has a six month warranty - we reported it within the six months and razer said back that he should have reported in right away - I replied that they had a six month warranty and that was irrelevant - they said if I returned the defective product at my cost ($32) they would replace which I did and they received it and said they would ship a replacement - then they said they were outta stock - they have not replaced and when I emailed them as its been over a month they said the ticket is closed - he saved up for this backpack his birthday and Christmas money - he loves this company and has several of their products and accessories - I am really frustrated with themDesired Settlement: I want a replacement backpack that is not defective - within ten days

and my $32 shipping in credit as there product was defective

Business

Response:

Hello [redacted],

Review: I purchased the Razer Chimaera 5.1 wireless headset and found that it does not operate on batteries for "up to 8 hours" with the Razer-provided batteries, the maximum time it can run with normal usage is around 2-3 hours, and with the Duracell high capacity rechargeable batteries that I personally bought it can operate up to 5 hours. Either way it doesn't get close to 8 hours.

Another problem I faced is that the first headset that I bought from a retailer was defective, and the store did not accept any returns for headphone/headsets due to hygienic reasons. So I had to contact Razer Support to get an RMA. The replacement headset I received after 1 month was a refurbished/pre-owned unit, although Razer calls it the "Razer Brown Box" units. After using it for a while, I found out while watching/listening to a surround sound testing video that this unit's left ear and right ear are inverted. In other words, if a whale was coming from the right side, I would hear it as coming from the left side, and vice versa. So I contacted Razer Support once again, and a representative confirmed the possibility of having a wiring fault in the headset, but even after having the case escalated to a "specialist" they insisted that it could not be replaced.

Note that this headset is no longer being sold by Razer and its retailers (unlike their other products) which also means that it was not a successful product.

Product information can be found here: http://www.razerzone.com/ca-en/gaming-audio/razer-chimaera-51Desired Settlement: Razer should offer to have the defective refurbished product replaced by a new, tested, working product. In case of Razer not having anymore Razer Chimaera 5.1 headsets in stock for replacements due to it being discontinued for a while, Razer should offer either a replacement with a equal valued product or a refund. I do not mind sending this item back to Razer, but I hope that the postage fee be paid by Razer as I'm located in Canada, and postage for a this headset can be pretty expensive.

Business

Response:

Hello [redacted],

Review: I am absolutely at my wit's end. I got a Blade 2014 in June of 2015. I've had to send it back twice for repairs for the same problem - intermittent charging while gaming. It makes gaming near-impossible because it dies after about 20 minutes on/off charger. Both times, they replaced the motherboard and battery. Both times, the issue appeared to be fixed but reoccured within weeks. The third time, I asked for a refund and was refused. They pointed to their 14-day return policy, I pointed to their warranty policy which guarantees the machine to be free of defect for 90 days after repair which they did not live up to. They ignored that. Finally, I just sent it back in for the third time for a replacement at their offer. I was unwilling to part with my laptop, again, but did so out of sheer desperation. I was promised a replacement unit would be shipped out as soon as they got mine. It arrived Monday - nothing. Come Tuesday, promises it was being processed and would be finished soon. Now Wednesday, I emailed again and was ignored the entire day. I called and was told they were testing the unit and it would take several days before the replacement laptop could be shipped out, which is contrary to what the other agent told me. They'd let me know when they were finished verifying that my laptop doesn't work, and I am dubious about their "testing process" that failed the two repairs they sent a defunct computer back. I paid $1600 for a gaming computer that's useless and I've only had it 4 months. I am in tears and feel completely helpless. I'm not sure the company can fix it. They have my laptop now and promised me a resolution within 24 hours, but I am unwilling to trust that statement and tired of constantly pestering them when I can't get a straight answer. I am willing to amicably settle this, but I need help getting their attention and a cohesive response, not several different ones. And someone to explain why the 90 days from repair warranty promise isn't honored!Desired Settlement: I want a replacement laptop for my Razer Blade 2014 that actually works please, and I would appreciate one-day shipping because I really need one back as soon as possible!

Business

Response:

Hi [redacted],I am so sorry for any problems you are having with your Razer

Blade Laptop. I understand

your frustration and I too would not want to pay $1600 for a laptop only

to have to send it in for service over and over again.

The two previous repairs we did replace the motherboard and

battery for you. This should of

certainly fixed the type of intermittent issues you seem to be having. We have never actually seen the unit fail on

our end, but by replacing the motherboard you are replacing most all of the

electronics in the laptop that can cause the issue you are having. We are currently running tests on your unit

and still have not seen the issue occur.

I know one of my agents spoke to you yesterday and there was a possibly

a surge protector on your end could be causing some issues, but no one can say

for sure. These intermittent issues can

be tough to solve.

We are going to extensively test the unit the rest of this afternoon and will be in

contact with you ASAP. (You mentioned

you could not be reached by phone today, so we will try via email today and

phone tomorrow).

We will help make this right for you and I am sorry you have had

to suffer through this.

Best

regards,

Razer|Wave

Director of Support

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

[redacted] I have been contacted separately by Razer after the submission of this response and offered a more than satisfactory, as well as a very polite, solution. Out of this whole mess, I am in the end very pleased with Razer's overall commitment to customer satisfaction. Thanks! Would recommend dealing with them.