Razer USA Ltd

Hello, I am sorry I must have missed the prior email from the Revdex.com regarding this case. Please pardon the long delay in this response.  At this time, it does appear the case has been settled via our normal support channels and a Return Authorization for a refund has been issued under...

RMA number [redacted] Should there be any further issues please let me know and I will be happy to assist.  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 understand what they mean by me having to file a police report, but in this case that isn't my product since it was sent to the wrong address. This was not my doing but rather theirs so I am not going to waste my time filing a police report. They took money from my debit card and flipped my billing address and shipping address so why should I be the one wasting my time with police when clearly it was their fault. I am not going to file a police report because it was clearly their fault. All I want is my money ($184.01) or the product to be sent to my actual shipping address. I had really good hopes for this company, but their customer service is beyond terrible. 
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 2/7/16 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 2/15/16.  Once I receive my money back, I will consider this matter to be resolved.
Regards,
[redacted]

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 $50.00 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]

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 3 separate emails and can prove that if necessary. This is the second of the same product that broke within a short amount of time. This is not a quality product. In 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 contacted Mr. [redacted] and apologized.  He informed us that he already returned his products to [redacted]   If Mr. [redacted] would like further assistance, he may contact us directly.

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

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 [redacted]’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.

*ello,We are sorry to hear about the problems you had with your order. I 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 support. 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 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 [redacted], 
 
I am sorry about the troubles with your laptop.  [redacted] did forward me a voice mail you had sent him and I did reply to your case yesterday.   This was after you spoke with [redacted].
 
I do see where you have purchased this laptop back in November...

and the unit has been in for repair twice since then and is now on its way back for a third time.   On the two previous occasions the unit has come in for repair there was nothing wrong with the laptop itself.  There were settings that had been changed within the configuration of the laptop that prevented it from working.  Once we received the laptop all we had to do was reconfigure the laptop and it worked fine.  This type of repair is not covered under warranty,  but we had no issues fixing it for you at no charge.    At one point we did replace your laptop with another model at your request. This was done in the name of customer satisfaction but there was no manufacturing defect with the any of the laptops we have received back from you.
 
I am sorry at this time we are not able to issue a refund on the purchase price of your laptop as it is well beyond the 14 day refund period.   But we will do all we can to quickly get your current laptop up and running again.  We have not yet received the laptop from you, but as soon as we do we will work diligently to get it back to you ASAP.  
 
I know all you want is a working laptop and we want that also.  We will work with you and your IT guy if needed to make sure this happens. 
 
Thanks for your time and your past support.
 
 
Best regards,[redacted]
Razer|Wave[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 issues of the hardware upgrades is only part of my issue.The fact that I purchased a brand new to of the line machine that now has a faulty USB port, issues with some of the internal memory that is causing blue screens and intermittent crashes is unacceptable though.My complaint with Razer is that they knowingly were preparing for the new hardware upgrades and released a suboptimal system that they KNEW was going to be replaced just a short time later. Their release strategy took advantage of buyers like me who were eager to buy a system with a history of staying power.The hardware issues I'm experiencing coupled with the fact that Razer knowingly released two systems that were drastically different at different price points is unacceptable and needs to be acknowledge.Their response is unacceptable and I may be pursuing legal action if they refuse to acknowledge and resolve mine and other's frustrations with this last release!
Regards,
[redacted]

Hello [redacted],I am sorry about the delay in getting you the return instructions. We will be happy to issue you a return authorization and a refund on your order. Our Customer Support has sent you the return instructions so we may complete processing your refund request.If you have not received...

this, please contact us directly at [email protected] and we would be happy to assist you.Sincerely, Team RazerStore

Hello [redacted],
I included the file of the pictures that were sent to you as
I could not see the file you had sent to the Revdex.com.   There
are some minor dents to the side of the LCD panel.  These dents can put undue pressure on the LCD
screen leaving it more susceptible to cracks and other damage.   I
cannot say that is why the damage happened to your LCD it is just speculation
on my part.   But a crack in the LCD panel would not be
covered under any type of manufacturer’s warranty.
I do see where the team did issue you a Return Authorization
under RMA [redacted]. Also included was a prepaid shipping label you can use
to send the unit back to us for repair. 
We will be happy to cover any manufacturing defect we find and work with
you on the price of the LCD panel,  but
we really need to have the unit inspected at the repair center so we can
proceed. 
Best regards,
[redacted]
Razer|Wave

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 "message" they sent to you as a reply is not completely TRUE!!  Yes, they have contacted me and I have returned the laptop to them for repair (again!)...they have not provided me with any details other than that they have received the laptop and are currently repairing it.  They have not told me what the problem is, how long it will take, or if they are expecting me to pay even more money.  They HAVE NOT offered to replace it with a "newer" model like their message says.  I would definitely consider a comparable replacement, considering the original cost of the laptop (Over $3000 in 2014) and the amount I spent for their repair that they screwed up (another $1000) and the nearly $100 I've spent in shipping costs to send it to them numerous times. If they are willing to give me the $2600 I have already spent in "credit" towards purchasing a 2017 model I would definitely consider it.  I would even be happy if they would just repair the one they have to working condition and admit that they screwed up and tried to put all off on me!!  I have done nothing wrong here, I paid $1000 for a repair they never finished, then they tried to get out of it by saying that I never provided "proof of purchase" after they had already repaired it twice.  The fact that they accepted it for repair on two separate occasions should be proof enough that I owned the laptop...not to mention that I actually "registered" it for the warranty when I purchased it.   
[redacted]

Razer Customer Service contacted Mr. [redacted] and assisted him with receiving a replacement product that suits his needs.  If Mr. [redacted] would like additional assistance, he may contact us directly.

Hello,We are sorry to hear about the issues with your order, unfortunately, since the product did ship we are unable to process the refund until we receive the package back (whether it be from traditional RMA or from the courier due to package rejection). Since it appears the package was...

delivered, we would be happy to setup an RMA and provide a prepaid shipping label so you can return the package for a refund. Please keep an eye out for an email from our support agent with the RMA details.We apologize again for the inconvenience and appreciate your patience. Best Regards,[redacted]Razer Customer Support Manager

Razer Customer Service reached out to Mrs. [redacted], but we have not yet received a response.  If Mrs. [redacted] would still like assistance, she 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.  A system issue caused the charge.  The system issue has been resolved and we refunded Mr. [redacted].   If Mr....

[redacted] would like further assistance, he may contact us directly.