Razer USA Ltd

Revdex.com: 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 If any other issues arise, I will contact Razer Support and if that doesn't get the issue resolved, I will have to have the Revdex.com aid in another solutionThank you for the help since otherwise, Razer's support tends to be lackluster and unable to resolve issues in less than weeks to a month Thank you for your time, [redacted]

Razer Customer Service contacted Mr*** and assisted him with receiving a replacement product If Mr*** would like additional assistance, he may contact us directly

Razer Customer Service contacted Mr [redacted] and apologized for the delay in receiving his refund Normally when orders are cancelled the customer is never charged The charge was caused by a system issue The system issue has been resolved and we refunded Mr [redacted] *** [redacted] If Mr [redacted] would like further assistance, he may contact us directly

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and Razer's response contains and incorrect assertions - Razer did NOT refund my moneyI contacted my credit card company about this situation, since all other avenues were going nowhere; and my credit card company issued a chargeback against Razer Regards, ***t [redacted]

Revdex.com: 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 Attached is an e-mail exchange between me and a Razer customer support agentWe are currently in the process of finalizing a refund agreement in the amount of $2, Regards, [redacted]

Razer Customer Service contacted Mr [redacted] and is trying to work out a replacement product that will work for him Normally we are able resolve challenges such as these more quickly We apologize for the delay and we will continue to work with Mr [redacted] to find a mutual beneficial resolution

Razer Customer Service contacted Mr [redacted] and assisted him with receiving a replacement phone If Mr [redacted] requires further assistance, he may contact us directly

Hello [redacted] ,I am sorry about any delays with your refund I spoke with our finance office and they told me the refund was processed yesterday but will take up to business days before it is reflected on your accountShould you still not see the credit after that time please let us know and we will be happy to look into the matter furtherThanks, [redacted] ***Director of Support

HI ***, I am not sure why we never received your pictures, but at this time we did issue a return authorization without seeing themWe are unable to issue refunds on products that were not purchased directly from Razer Amazon is the party who accepted and received your payment for the item you purchased Thus they are the only ones in position to refund any payments Razer will stand behind its warranty and replace any defective product We will also be happy to replace the product with another Razer product with the same MSRP on our site I am sorry you had such troubles with your Nabu and I will do all we can to make this right for you If your nephew already has the Nabu watch we can offer other Razer products other than the Nabu I hope you find something else that will make you and your nephew happy ***

Revdex.com: 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 [I live chatted with the Razer order support prior to returning the items and was assured they would issue the refundThat was a lie After I returned the order I was told via email that I wasn't getting a refund unless I close my dispute with [redacted] I was advised by [redacted] not to close the dispute because if Razer decides to continue to be dishonest and not refund me they wouldn't be able to help me get my money backMy dispute is validI paid for brand new, working items, and received a broken keyboardRazer never made any attempt to do the right thing and rectify the problem in a fair wayThey have my money and their merchandise and they need to refund me so I can close the dispute with [redacted] The day after I opened the Revdex.com complaint they sent me a follow up email saying, "Hi, [redacted] ,We have forwarded a manual refund request to our Finance Team for processingWe'll keep you posted once refund is issued on our endSincerely,Razer Order Support.So are they telling Better Business one thing and me another? Or are they actually refunding me? I have included screenshots of the emails and live chats to show their unprofessionalism and dishonestyThe only fair resolution to this will be a full refund of my $At that point I will close the [redacted] dispute] Regards, [redacted]

Revdex.com: 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] ***

Revdex.com: 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.The company contacted me and they only offered a 30% discount to purchase another product directly from their own storeFirst of all, their products are priced higher in their store than other retailers making the discount pointlessSecondly, I explained multiple times to the company previously that I no longer wished to use any of their products in the future due to the multiple problems I have encountered with the products I have already purchasedThis company does not honor their warranties and sells defective products Regards, [redacted]

Hello, I am sorry for the problems you have had with your Razer Nabu I do see where the product was purchased well over 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 issuesBest regards, [redacted] Razer|Wave Director of Support

Hello, I am sorry, I missed this earlier email from the Revdex.com while I was out of the office I would also like to apologize for the problems Mr [redacted] has had with his Razer products and the support he received In looking at his case history there were multiple cases opened at once and unfortunately one of our agents got confused and mishandled this case I am very sorry for this At this time I have had the support manager call Mr [redacted] to insure he receives the replacement he is due I would also like to forward this $gift voucher as a way of saying we are sorry for all the problems The voucher can be used until the end of the year on our website, http://www.razerzone.com/store , here is the code that can be entered at the check out: abrgmarpu Can you please insure Mr [redacted] receives this Best regards, [redacted] Razer|WaveDirector of Support

Revdex.com: 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] ***

Razer Customer Service contacted Mr [redacted] and tried to assist him with replacing his defective mouse We offered both a regular replacement and an advanced replacement We also offered him a prepaid shipping label so he may return the defective mouse to us Mr [redacted] did not agree to either option, and has informed us that he has purchased another mouse If Mr [redacted] wishes to receive a replacement Razer mouse all that is required is to use the prepaid shipping label and send us the defective mouse Once it is received, we will ship Mr [redacted] the replacement mouse If Mr [redacted] would like further assistance, we are here for him

Hello [redacted] I am sorry you do not feel like we did anything to help you and I am sorry for the ongoing issue you are still facingHowever, you will need to contact your credit card company for any fraudulent charges that may have appeared on your credit cardAll transactions on our website are secure and are authorized by the credit card company Should your credit card company have any questions we will be happy to assist them but they should have all the necessary data they need to quickly assist you with any claims Best regards, [redacted] R?Z?R|WaveDirector of Support Best regards,Glen Frick R?Z?R|WaveDirector of Support [redacted] R?Z?R|WaveDirector of Support

Hello ***, I am very sorry about the issues with your Razer Blade Laptop The repair process should not take this long and your certainly should not have to send the unit in two times to have the same issue fixedI am reaching out to our repair center to get your unit back to you ASAP , but I also want to ensure they fully test the unit for some time to ensure the unit is 100% fixed ***, [redacted] and I are not at the actual repair center so we cannot see the issue first hand nor do we have the ability to simply handle the repair at the support center But you should not have to worry about those types of things and we realize you just want your working unit back I am sorry if anyone came across rude as this should never happen [redacted] and ***’s job would be a lot easier if they could tell you the unit was fixed and on its way back to you, but they can only go by the updated information they have in front of them We will keep you up to date with latest news we have and hope to have this unit back to you ASAP Thank you for your continued patience in this manner, I know these delays are not acceptable and will do all I can to help Best regards, [redacted] R?Z?R|Wave Director of Support

Revdex.com: 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 I appreciate the apology However, I am now working with a Razer customer service representative who is providing me a promo code to receive a new mouse from the Razer store so all of this can be resolved I was told this code is going to be sent to me within hours If this happens, I will be satisfied with the result and close this Revdex.com case I would also like to add that I believe [redacted] should perhaps get the support website updated to reflect that some RMA items may not be in stock and that a delay of X amount of time may apply when a customer initializes the RMA process The assumption most customers have is that if they return a defective unit, a new or refurbished product will be sent to them in a reasonable amount of time It has been days since I started this RMA process and I still have yet to see my replacement back I believe the frustration on my part is due to the inadequacies or shortcomings of Razers customer support policies A simple email weeks ago stating that the Deathadder Chroma RMA mice were out of stock or an offer to send me a comparable product could've resolved this before it escalated to the point we're at now So far, I've had to make four phone calls, post on reddit, post on twitter, file a Revdex.com complaint and send a dozen emails to get to where I'm at now I have also been in contact with at least a half dozen support representatives through various means to try and get this resolved To be frank, dealing with Razer customer support has been frustratingly difficult and a lot harder than it should have been I hope they review their policies and be honest/up front with their customers over the RMA process.Again, once I receive this promo code for a new mouse, I will drop this case and consider it resolved Until then, I consider this issue still open Thanks Regards, [redacted]

Razer Customer Service contacted Mr [redacted] and assisted him with his refund Normally the refund process is much faster, we were having some issues with our new system The issues have been resolved and Mr [redacted] has been refundedIf Mr [redacted] t would like further assistance, he may contact us directly