10/03/2024
Not usually one to post something like this. However, In December 2023 I purchased a Razer Ornata V3X Keyboard for my PC. In a shade over 90 days with little use the keys now look like this. The coating, paint is coming off on the main face and edges of the key. It is getting worse by the day. No problem I thought I will report it to Razer via their support system and im sure it will get sorted. What a mistake of an assumption on my part. First up during the first interaction the support guy readily admits that yes it is defective, yes I should expect better quality and it needs replacing as they stand by their products. I send all the required proof of purchase and images etc. Following day I get a message from support telling me it is normal wear in tear and they will not be replacing the keyboard. I send a message back asking , is it truly wear and tear in just over three months? Then I get an email telling me my complaint has been elevated to their very highest quality department promising a returns process will be iniated. Four days pass with a message from a different rep each time with no progress being made. Then this morning I receive this, please keep in mind I have no other keyboard, have not received any replacement. To me this email from them is ludicrous but I welcome peoples response. I can say I will never buy another razer product again and by the time im finsihed there will not be a forum or social media platform that this farce has not been posted on.
Razer = Crap products, crap quality, crap support
Hi Steve,
Thank you for contacting Razer. My name is Annalie, one of the Razer Senior Technical Support and I'll be your support agent today.
I hope you are having an amazing day! Razer is sorry to hear about the issues you have had with your Razer Product and we wanted to assure you that we are here to provide a solution for your issue. With this, we would like to make a one-time exception in your case.
In lieu of having to return your Razer product to proceed with the RMA process, we would like to offer you a quicker way to complete the process. You can just simply provide us with some pictures following the instructions below:
Wired Peripherals
Cut the cable of your Razer product. This can be done with a standard pair of scissors.
Take a picture showing the serial number of your Razer product and the cable cut in the same picture.
Take a picture of the device together with the Hand-Written Case Number – Razer needs to validate that the customer has the physical product.
Wireless Peripherals/ Peripherals with detachable cable
Peel off the serial number label
Cut the serial number label in half
Cut the original detachable/charging cable
Align everything together and take a picture. The label of the serial number must be readable, show the full original cable of the product with the portion cut and the product itself in the same picture.
Take a picture of the device together with the Hand-Written Case Number – Razer needs to validate that the customer has the physical product.
Wireless Peripherals with non-detachable serial number label with charging cable
Show the serial number label on the headset case
Cut the original detachable cable (charging cable)
Align everything together and take a picture. The label of the serial number must be readable, show the full charging cable of the product with the portion cut and the product itself in the same picture.
Razer Kishi cut cord process
Break the device in half.
Take a picture of the broken controller and make sure that the serial number is clearly readable when zoomed in.
Take a picture of the device together with the Hand-Written Case Number – Razer needs to validate that the customer has the physical product.
You can find some examples at the bottom of this email for reference before taking the pictures.
http://rzr.to/cutcordguide
Once we receive the pictures, they will be evaluated by the appropriate team. If the pictures are approved, we will go ahead and complete the replacement process.
We know that reading the above and cutting the cord of your beloved Razer product can be a bit painful for our devoted fans. Although this route is unconventional, we thought this is the fastest way to complete the replacement process.
Be informed that the pictures are subject for approval and you might need to ship the product back to us if the appropriate team determines that the pictures you provided do not meet the requirements to be approved. Keep in mind that the warranty for the replacement product would be based on the full length of the warranty period of your ORIGINAL product.
To update this case, you can reply to this email or use our Razer Support Portal and please take note of your case number 240305-001266.
Stay mobile and be at 100% with an on-the-go combo made for work and play. Visit Razer Store!
Thank you for choosing Razer!
Sincerely,
Annalie
Razer Senior Technical Support
For Gamers by Gamers
https://support.razer.com
