Appalling Razer Customer Support

Just wanted to share with everyone my experience.

In May 2010 I bought a Razer Orochi mouse from an on-line shop in UK.
The laser sensor of this mouse died in October 2010 and I had to have it replaced under warranty. Unfortunately at this time I moved to another place in Europe and I had to deal with Razer directly.

After a few email exchanges they agreed to replace my mouse with a new one.

The whole process took about a month, but in the end I had a new mouse so I was generally pleased, especially since I was in a different country now.

At the beginning of this month the laser sensor of my mouse died again (the one Razer sent me under warranty). I contacted them telling them what the situation is.

Basically I wanted to reopen my case. This time however, they started to ask a lot more questions, wanted my invoice specifically, not just my proof of delivery. The invoice was a bit problematic since I didn't have it anymore and I had to ask the shop in UK for it. Fortunately they were able to send me a duplicate. I was a bit puzzled that Razer asked so many questions, since they already replaced my mouse once and this was their second mouse going faulty now for which I had an online invoice from them! They already checked me once.

My main problem with them is that they take 1-2 days to reply to my emails, sometimes they don't reply at all, sometimes I had to send them several emails until I got a reply. It's been two weeks since I contacted Razer and they are still in the process of checking me out. I need the mouse for my work and right now I am using a spare mouse which is not very good.

Since this is their second mouse going faulty and since they seem unwilling to help me with my problem I will let you draw the conclusions. But to me Razer seems to be overpriced hype.

The only credit I can give them is that the Orochi mouse is an excellent mouse ... that is until its laser sensor dies out.

 

It's like any large company; customer support is a mix of good helpful people and sub-human scum. If I were you I would use their live chat; you talk to someone instantly, even if you have to wait a few minutes in a queue. And the live chat reps are generally helpful, at least in my experience.

 

Out of curiosity: why does one consider these hypemice? What can they do a good, solid logitech model etc won't do?

 

Unfortunately, there are a lot of horror stories like this about all companies. Though I will say that I've heard a lot of them about poor build quality of Razer products. They're good, just not built to last.I feel much more faith in Logitech, though it's not like they're perfect either.

 

For the service and quality in regards to cost Razer is pretty much bottom of my list.

Worst mechanical keyboard I ever owned, 2 defective mice, and a lot of trouble with customer support.

The only other company that ever gave me a really hard time with support was Dell over my defective monitors. Now that Dell & Alienware are partnered to some degree it's almost too much a coincidence :/

 

No, Logitech is not perfect. However, they do a much better job of standing behind their products. On the rare occasion that I've had issues with a Logitech product, replacements have been provided with virtually no questions asked. Actually, the only question was to provide a copy of the original invoice to simply prove that the product was within warranty. This is easy, especially if you order from Amazon or Newegg. Once that was done, I received brand new, and in one case an upgraded product. No fuss, no muss.

 

I bought the Orochi because it has very good functions and a very good sensor in a very small package. I don't think there is anything better at the that size. For larger mice (I call them rats) I would also go with Logitech.

Update:
After I've sent them my invoice in three different emails and different formats (jpg, zip and html) they now got back to me saying that my emails had no attachments and I should provide external links for them.

 

Sounds like they are just trying to buy time...

 

Excellent observation! I've always maintained that Razer produces low quality, shoddily built products with poor support. The sick part is that they overcharge consumers for the privelege of owning their crappy mice and other peripherals.

These are exactly the same reasons why I stay away from anything that says Razer on it.

 

Wholeheartedly agree on this lol, had 2 razer mice die in less than 6 months from when I bought it that I told myself never to buy from razer ever again.



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