Razer USA Ltd

Razer Customer Service contacted [redacted] and apologized for the misunderstanding with the replacement of her product and then the delay of her refund To show our appreciation for ***’s patients, we offered her a coupon for her next Razer purchase If [redacted] would like assistance in the future, she has the name and phone number of one of our Customer Advocacy Specialist We would love the opportunity to show [redacted] the true value of owning a Razer product

Hello ***, I am sorry about any issues your Razer AtroxFrom the notes I am reading on your case the team sent you replacement parts for your unit yesterdayI believe this should solve any of your issues If you are still having any problems please let us know*** ***Director of Supprot

Hello,We are sorry to hear that issues are continuing with your systemUnfortunately, we are unable to provide a replacement as their was physical damage on the system itself, along with it being beyond the replacement/refund window.Regardless of this, we would love to further assist you with your system and generate an expedited repair for youI will have an agent look into your case and reach out with more options in regards to what the expedited repair entailsWe apologize again for the inconvenience and appreciate your patience and understanding.Best Regards, [redacted] *Razer Customer Support Manager

*ello,We are sorry to hear about the problems you had with your orderI have gotten confirmation that your order was successfully cancelled and that an email was sent to you in regards to the refund and what exactly occurred with the payment.We apologize again for the delay and inconvenience and appreciate your patience and supportBest Regards, [redacted] *Razer customer support manager

Hello [redacted] ,We are sorry to hear about the problems you were/are having with your systemUnfortunately, since it was purchased a few months ago, it is beyond the refund window which is why we cannot offer a refund.What we can do to offer you a resolution, is offer you a promo code to the web store for the value you paid for the system which can be applied to any of our products, or a hand tested replacement unitWe will have an agent reach out to you shortly with the proposed offers to see where we can go from there.We apologize again for the inconvenience and appreciate your patience.Best Regards, [redacted] *Razer Customer Support Manager

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 supplied the requested pictures in separate emails and can prove that if necessaryThis is the second of the same product that broke within a short amount of timeThis is not a quality productIn the near month it took in corresponding with Razer, my nephew, whom this was a gift for, got his own replacement Razer product (a watch) Regards, [redacted]

Razer Customer Service tried to contacted Mr [redacted] and assisted him but he has not yet responded If Mr [redacted] would like assistance, he may contact us directly We would love to hear from him

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 A system issue caused the charge The system issue has been resolved and we refunded Mr*** If Mr [redacted] would like further assistance, he may contact us directly

Hello,We are sorry to hear about the problems you are having with the systemWe understand that due to reasons beyond your control you were unable to meet the refund deadline, and as such, we will have an agent reach out to you shortly with a resolutionWe apologize again for the inconvenience and appreciate your patience.Best Regards, [redacted] *Customer Support Manager

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 I did receive my computer on Wednesday AFTER I had my computer back, I got two emails from Razer stating my computer had been returned Note, no where was I told the repairs had been made As it ends up repairs were made and I got my computer back, which is what I wanted and paid for I am happy with the repairs, but still think Razer is greatly lacking in there abilities to communicate with customers creating much unneeded stress Regards, [redacted] ***

Hello, We have offered to agree to the customers request for the upgraded systemWe have contacted him and he has agreed on the upgrade

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 In response to my refusal to repair screen damage to my computer, that is simply not true [redacted] sent me a images all of the "damage" that you were offering to repairAbsolutely none of the damage was to the LCD (I attached the original ZIP file here, look for yourself)I am confused as to why you would suggest that there was damage, unless there were some notes that were not forwarded to meIf so, how was I to know? You aren't insinuating that the current break was my fault because I didn't opt for a repair that I had no way of knowing was necessary, right? That sounds to me like another example of Razer failing to do their due diligence with my system.I am not really comfortable sending in my system as it stands because it is very fragile, and I know that Razer can't (and shouldn't) be held accountable for damage during shippingI am very sure that the computer would become even further damaged by the time it reached your facilitiesOnce my computer reached you, what can I expect? I will essentially be forced into paying you for the repair, because it may arrive broken or it may break fully on the way backI'm not opposed to sending in my system or even giving it to you guys so you can figure out why mine was such a lemonHowever, I will not risk shipping my computer on an empty agreement for a "deal" on the priceAgain, I maintain that I shouldn't have to pay anything!My request stays the same 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 will resolve my issue - however, I will not consider it resolved until the refund is credited to me.I finally received my RMA approval on 2/7/around 10pm As of 2/9/16, the product has been shipped to Razer with tracking number [redacted] via [redacted] and is expected to arrive at Razer around Monday 2/15/ Once I receive my money back, I will consider this matter to be resolved 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]

Hello ***, I am very sorry for the issues you have had with your Razer Nabu Razer would be happy to honor our warranty and replace the product for you Alternatively we can offer you a replacement product with the same MSRP of the Razer Nabu However, we are unable to issue refunds on products that were not purchased from the Razer Website Only the original place of purchase can issue refunds as they were the party that handled the purchase transaction.I hope you understand and thank you for your paitence and support Please do let us know if what option you prefer and we will be happy to make it happen for youBest regards, [redacted] R?Z?R|Wave Director of Support

Razer Customer Service contacted Mr [redacted] and assisted him with replacing his Razer Core and repairing his laptop If Mr [redacted] would like further assistance, he may contact us directly

Razer Customer Service contacted Mr [redacted] and assisted him with receiving a refund If Mr [redacted] would like further assistance, he may contact us directly Best Regards, [redacted] Director, Global Customer Service OperationsR?Z?R| Steelers Email: ***[redacted] @razerzone.comPhone: 714-598-

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] 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 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 assisted him with receiving his replacement products. If Mr. [redacted] would like further assistance, he may contact us directly.