Razer USA Ltd

Hello ***, I know you must be frustrated having a product fail on you twice in one year Your unit features a one year warranty and Razer will stand behind the one year warranty However we are unable to refund a payment that was never processed or received by Razer *** received the payment for your purchase and any refund period would be set be *** and not Razer I do believe *** features a day refund period, but you would have to check with *** to be sureWe would be happy to replace your unit with a working Nabu or as mentioned we can make the exception and offer you any Razer product with the same MSRP. Just let us know what you would preferI am very sorry for the problems you have had with your Nabu and I hope we can make this right for you by getting a new working product in your handBest regards, *** *** R?Z?R|Wave Director of Support

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I would like to wait until the package has been received and the refund has been submitted. if the refund does reach me, then I would consider this complaint resolvedCurrently I have been told that it may take up to weeks after the package has been received at Razer to see the refund hit my bank account.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***7, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Hi there, as mentioned previously on my complaint, I had first identified this issue regarding the battery time left not being indicated to Razer on June 23rd (within one week of receiving the laptop)Razer's technical support team agreed that this was an issue and replaced the laptop, hence the first RMA that was described and received in JulyAfter some testing, I had contact Razer at the beginning of September identifying the same issue as it still has not been resolved.Upon another RMA, Razer FINALLY described that this is a "Feature" that the laptop does not support on September 23rdThis was after spending hours and hours with Razer's technical support team and installing a vanilla copy of Windows OS to prove that this is a defect within the laptop, and not the excuse that was provided by ***, the CSM from Razer (attached email showing his response and my subsequent reply). If this was not a feature, why was this not explainedon June 23rd when I initially identified the issue? I would have been happy to return the laptop and receive a refund at that time because I require this featureRegardless, I own three other laptops from different manufacturers and none of them exhibit this issueWho has heard of a laptop that does not indicate the battery time left before discharging before?As indicated in my desired resolution, I require a refund based on the bait and switch that Razer has performedAlternatively, I am willing to consider a replacement second generation Razer Blade Stealth if the issue is resolved in the newer versionConsidering I have been working with Razer's technical support team for three months regarding this issue and their final response was that "this is not a feature" whereas previously they were trying to fix it, it clearly shows that this is a defect and they are not honoring their warranty policy
Regards,
*** ***

Razer Customer Service has been in communication with Mrs. ***. We previously explained to her that we could not refund her while she also had a dispute with ***, but we would inform *** to refund her. Today Mrs *** has confirmed that *** has reimbursed her $109.99. If Mrs. *** would like further assistance, she may contact us directly

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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. **IT SHOULD BE NOTED** That Razer has a customer support system that is confusing, disorganized and leaves you sitting for weeks to get a proper responseMy Revdex.com complaint was filed before they finally sent the FedEx label and return instructionsThis left my business credit card with a huge chunk of my balance that would have started developing interest had I not disputed itIt also jeopardized the day return window and left me to believe this might have been deliberate
Regards,
*** ***

Hello ***,
",sans-serifTimes New Roman">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,
*** ***
*** ***
*** ** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID
***, 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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** *** 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, solutionOut of this whole mess, I am in the end very pleased with Razer's overall commitment to customer satisfactionThanks! Would recommend dealing with them

Razer Customer Service has tried to contact Mr*** via email and phone and we have not yet received a response. If Mr*** would still like assistance he may contact us directly

Hello,We are sorry to hear about the problems you are having with your systemIn regards to the shipping damage, we did receive this and note this to you once we identified the damage, if you believe this was incurred at the shipping then we would be happy to submit a claim with the courier on your behalfIn regards to the other problems, it does appear that we have offered and submitted an RMA for you and are waiting to receive the laptop.Once we receive it, we will be more than happy to repair and send the system back, but unfortunately we would not be able to cover any physical damage until a Fedex claimed approved the repairsPlease respond to the agent on your case and I will note that you are requesting a Fedex claim.Please let us know if you have any other questions.Best Regards,*** *Razer Customer Support Manager

Hi ***
I am sorry about the issues with your computer. I do understand the frustration of not having your computer and I know you simply want it repaired and back in your hands
Unfortunately, our technician did find liquid damage on the keyboard. We
cannot say how it got there or what was spilled, all we can see is the residue and damage it caused. You can see the damage in the pictures attached.
I know you are a loyal Razer customer so I will discount the price of the repair for you by as much as possible Thanks for your support and I am sorry about the troubles. Please look for an updated price coming from our support team
*** ***
*** ***
Razer|WaveDirector of Support
Email: ***@razerzone.com

Hello ***,I am sorry about the problems with your Razer DeathAdder and in delays in the exchange process. Our records do show your replacement product was deleivered on UPS tracking number ***.Please let us know if we can help you in any other way.Thanks for you support
and time.*** ***Director of Support at Razer

Hello ***,
I am sorry you no longer wish to purchase the Razer Nabu
watch. Our processing of orders is generally
very quick, so once you place the order on our website it is very difficult to
stop the shipment from actually leaving the warehouse I am sorry we were not
able to get your cancellation
request in time to stop the shipment.I apologize for any confusion in the matter but I am unable
to see where your refund request has been refused. We
will be happy to issue you an authorization for a return and a credit
I do where the team is currently processing your request on support ticket number *** You should be getting
the return instructions and authorization number very shortly.
Thanks for your patience in this matter, we will most certainly
get this processed for you ASAP
Best regards,
*** ***Director of Support

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

Hello, As technology advances, Razer will periodically update the Razer Blade lineup We understand that you would always like to have the latest technology available in your BladeWe at Razer feel the same way, and we do our best to keep ourselves at the forefront of technologyAs
such, changes and updates with our products can come into effect rapidlyAs new options become available in our Blades, we are unable to honor refunds, upgrades or exchanges for previous generations of the Blade apart from the 14-day refund windowThis applies to Razer employee purchases, too.We apologize for the inconvenience

Hello *** I am really sorry about the confusion with your case This should have never happened and you should have immediately been given the balance of your credit The agent handling your cases case misidentified the type of credit you were given and replied inappropriately. I
have notified the team to this mistake and they should have already reached out to you to correct this situationPlease let me know if I can be of further assistance Best regards, *** *** R?Z?R|Wave Director of Support

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
They have not refunded our money yetThe fact that they told you that they did is a complete lieWe received an email on June stating that we would have our money in hoursWell, here it is hours later and we still do not have our refund! If this company ever does give us our money back I will let you knowThey also stated in their response to you that I could contact them if I had any problem, however I have contacted them times and have not gotten any response! Their customer service is full of it! Below is the email that I received from someone yesterday:Hello ***,My name is ***, I work over here at Razer order supportI wanted to personally inform you that our finance team has initiated the refund and we expect AMEX to update their systems within hours of the payment reversalPlease us know if you do not see it back on your card within business days.Thank you for patience.Sincerely, Team RazerStore
Regards,
*** ***

Hello We are sorry to hear about the problems with your order/shipmentWhat we can do in this situation is have our agent reach out to you to gather information regarding the police reportOnce we can verify the police report we will go ahead and issue a replacement.Expect to hear back
from one of our agents shortly via email.We apologize again for the inconvenience and appreciate your patience and understand.Best Regards,*** *Razer Customer Support Manager

Hi ***, I am very sorry you have had any issues with your Razer Nabu. I was able to find your support ticket and saw where the team has asked for pictures of the issues you having At this time it does not appear we have received those pictures, but we do have the other details you
supplied. I can have the team go ahead and issue you a return authorization (RMA number) to return your defective Nabu. However, we are unable to issue refunds for products not purchased directly from the Razerzone Store. If you purchased the item from Amazon, Amazon would be the only one able to process any type of refund. Once you do return your defective product to us we would be happy to issue you a replacement or a store credit if you preferPlease do accept our apologies for the issues you have had with the product. I know that is very frustrating for you. We will be happy to stand by our warranty and replace it for you and as mentioned or we can substitute a store credit or item of equal value if that works for you.Best Regards,*** ***Director of Support Best regards, *** *** Director of Support

Hello,We are sorry to hear about the problems you have had with the refund requestIt does appear as though a prepaid label was generated and emailed over to you within the last hoursOnce we receive the product, we will request the refund and it should be back to your bank account within 7-
business daysUnfortunately we are unable to offer an immediate refund as we do need to receive and verify the product back first.We appreciate your patience and understanding.Best Regards,*** *Razer Customer Support Manager