ComplaintsforRazer USA Ltd

• Initial Complaint

  10/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In June of last year i purchased a headset at best buy, the Razer Nari. Once i got everything plugged in and set i found that the microphone on the headset was not working at all, it was crackling and people could barely hear me and there was stuff rattling in it. I contacted ******** support and they tried to make it right by sending me the Razer Kraken v3 pro wireless headset which money wise was an "upgrade". upon receiving the headset since the day i opened the box the battery will not charge so in order to use this "wireless" headset i have to have it plugged in. i didn't mind it so much until it started randomly loosing connection because even though its plugged in it still uses the Bluetooth dongle to connect. Then it started randomly powering off so i finally reached out to support again, i have never once dropped or misused any of my PC peripherals and this was all happening. Upon talking to the first ******** service agent ***, he said he would try to find me a solution and basically ignored my reasoning as to why i'd rather not get another Kraken. I guess this is on me but i started the *** process and then decided not to go with it right away and reach out to them. My reasoning is i never really wanted the kraken to begin with. I started with the Nari model and according to their "policy" they can only do a 1 for 1 replacement but when this all started they switched me from a Nari to a Kraken. I then talk to a ******** service agent named **** who made me feel like a valued ******** and i left her a stellar review and later that night received an email saying they will only offer that forced solution. Then 5 hours after that email i get another from the feedback on my trustpilot review saying they were willing to find a solution and they said they forwarded it to escalations and then escalations emails me and said they wont budge on the policy. So i started with something i wanted and within 1 business day ended up with something they wanted meto have

  Business response

  11/06/2024

  Razer support has been in contact via case number Case # ******-002845. Based on the conversation with the customer, to resolve the customer's concern, an RMA has been created for the customer. RMA *********** has been created for the customer. A ********************** Hammerhead Pro HyperSpeed Earbuds is already on the way to replace the customer's defective unit. We ask that the customer contact via the provided case number in order to receive timely communication and resolution.

  Customer response

  11/07/2024

  
  Better Business Bureau:
  
  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,
  
  ******* ******
  
   
  

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought the razer viper v2 pro on ****** in 2022. Yesterday in the middle of using the mouse it stopped working. I have since done all the troubleshooting according to their website and found that the usb wireless receiver does not work even on other computers. I tried contacting support but since the product warranty is only two years they don't care. It's extremely upsetting as a loyal customer that they would be okay with this. This product was expensive and should have lasted well over two years. I would like for a replacement usb receiver so I can continue to use the product and not throw it away since the mouse is functional when plugged in.

  Business response

  11/04/2024

  Based on the customer's provided information and Serial number, the customer's unit is already deemed outside of the warranty period. Unfortunately, we are unable to replace the customer's unit as it is already out of warranty. For more information about the warranty, the customer may visit the site: *********************************************.

• Initial Complaint

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased two cash cards from Razer Gold at ****** one for $100 and a secondcard for $25 both cards failed to provide a readable ''pin'' scratch- off not allowing the cash value redeemable. Also my friend purchased a $500 card and had the same issue ..! Numerous attempts to contact the company has failed . No live person nor web page for help is provided. They claim the cooperate office is in ****** , ********** , ***. We went there to find NO ONE!!California Attorney General has complaint filed 10/24/2024

  Business response

  10/28/2024

  Razer support has contacted the customer via case number *************. The customer has been advised on the next steps to resolve the customer's concern. We ask that the customer respond via the provided case number in order to ensure timely resolution of the customer's concern.

• Initial Complaint

  10/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This complaint is filed directly to RAZORUSA.I made a purchase from ******** using zip, who they authorized to process payments on their website. After I made the purchase, I was not sent a confirmation from razor or ZIP (which razor is trying to blame for this problem) but I was charged twice for the transaction. It wasn't until I made a call to razor that they decided to refund me my money.This business is highly unprofessional, ***** specifically who I spoken with at RAZORUSA consistently cut me off when I was speaking and wouldn't let me explain my problem, he was rude, hung up on me the first time, took zero responsibility for their flaws and completely denied any involvement with the purchase or transaction.After I tried to call back again, they did the same thing. Denied any involvement with the purchase and consistency tried to end the conversation. This is so unprofessional and ridiculous from a business stand point.Both charges on my debit card were labeled "RAZORUSA" they didn't have zip on the chargers which means ZIP is making transactions on their behalf. Which also means they are the ones to be contacted if something goes wrong. ***** obviously can not handle these types of issues. He's absolutely incapable of doing the work. He's not even fit to talk to a customer let alone handle issues with payments. He's completely oblivious to how their business works and he's apparently the one running that department? Wow.The worst customer service experience I've ever had with any company, hands down. Customers need to know about this and ******************** needs to make this public.Zip is essentially charging people's cards on behalf of razor and not fulfilling orders and it sending confirmations. That's a major problem. How would any customer even know of their purchases went through besides them seeing their bank statement and seeing RAZORUSA took payments from them? How would a customer know if their order was even shipped or received?

  Business response

  10/11/2024

  Razer support reviewed the customer's concern and unfortunately, we have no records based on the customer's provided information. If the customer can provide us with more information, we can further investigate the customer's concern. Furthermore, Razer does not use zip to process the payment for the orders. If the customer can provide the last 4 digits of their credit card, transaction id and the product that they have ordered, we can investigate further in order to properly assist the customer with their concern.

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a webcam in September 2023. This camera started to die on September 20th 2024. Exactly one year after. I contact razer as soon I returned home from my work trip and as soon as they could assist me via the phone and they told me they could no longer help me as the warranty has expired. For an item to fail exactly a year later out of warranty is highly suspicious and being a razer customer since 2009, this is highly disappointing. This company has shoddy products and even worse customer service. This seems to be a known issue with this webcam as the customer support agent knew exactly what I was describing.

  Business response

  10/10/2024

  Razer support has already contacted the customer is already addressing the customer's concern via Case # 241005-000308. We ask that the customer continue to communicate via the provided case number in order to fully resolve the customer's concern.

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a Razer Iskur v2 chair from best buy on June 3 2024. Razer has issued a replacement for the defective back support (warped and causing back pain) but has refused to issue replacement for the parts that are anchoring it,. As the defect involves plastic that is preventing me from even dissassembling the chair it is unusable. At this point they are not complying with warranty laws despite having a 3 year warranty. I'm seeking a refund of the purchase price by razer as the original merchant is not able to accept returns past 30 days and an apology for the physical pain caused. I have a disability and would like to avoid suing but may not hava a choice.

  Business response

  10/01/2024

  We are currently working with our dedicated team to resolve the customer's concern and identify the necessary parts that need to be replaced. We ask that the customer continue to communicate via case number 240912-002685 in order to receive timely communication and resolution of the customer's concern.

  Customer response

  10/02/2024

  hi there. The response is the exact same I’ve been dealing with for almost a month. Telling me to wait and they’ll get back to me. I’ve already confirmed the parts in question and they’ve still been constantly giving me the run around. If they refuse to take action and continue to be dismissive I will be forced to to bring the matter to the attention of the government (Canadian competition beaureu) which according to warranty non fulfillment regulations can result in 150,000 CAD fines and further penalties. Hence I’d prefer to keep the complaint open until the business fixes the issue. They previously, after submitting the complaint to the BBB, reached out and said I’d hear back in 1-2 business days. It’s been 3 and no further communication has been provided.

  Business response

  10/08/2024

  Razer support's dedicated is still currently working on processing the replacement part necessary for the customer. Razer support will continue to communicate with the customer via the provided case number. Please allow 2-3 business days in order for Razer support to identify the replacement parts needed and resolve the customer's concern.

  Customer response

  10/11/2024

  While I’ve been very patient and understanding, until the issue is resolved (the defective product is replaced) I will not accept this complain as resolved. I appreciate the response, but I remain committed to ensuring this is handled appropriately. As such, I do not accept this as resolved as the defective product has not been replaced.

• Initial Complaint

  09/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction: 9/19/2024 Amount of money you paid the business: $400 but in two different Razer gold giftcards so they were $200 on each card.What the business committed to provide you: to sell me card that work not something that is saying that it has already been used and that the pin number doesn't work because there isn't enough numbers for the pin numbers on both cards.What the nature of the dispute is: Cards are not working it says the pin number is wrong Whether or not the business has tried to resolve the problem: No they will not resolve the problem because they quit talking to me, I gave them all the information that they had asked for. I have not gotten any more response back from them. If the issue involves advertising, when and where the ad was seen or heard: I bought these cards from *******, they will not do anything about the cards because its not there company its a third party that brings in the cards. So they will not issue my money back or trade out the cards for new ones. I have filed a police report on this situation. Tried to get in contact with Razer one more time but they will not respond back. I just want my $400 back that's a lot of money to be out of and i just want my money back.

  Business response

  09/26/2024

  Razer support has been in contact with the customer via case *************. We ask that the customer continue to communicate via the provided case number in order to fully resolve the customer's concern.

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have contacted Razer about their service, non honoring rewards and missing products . I have case number 240915-002697(most recent ) .There actually 7 because the workers keeps promising me to call back but never did . Ever time I get email it new person talking . Every time I call to talk to supervisor they said they will call me back . I provided a picture of the laptop and what missing . I told the worker I sign in before purchasing the laptop .but still deny my rewards because I didnt ?? they have since denied me any proper service . I even call telling there working that there commercial invoice not excepted at the boarder and they said wow we will get some one to help . The package did not arrived o. promised date of 2-3 days .I can return the item and get a brand new one but that a waste of time and resources . I am trying to just get my rewards and my missing item . I am in my master program I was planning to use the point to purchase a mouse for ergonomic purposes due to injurys . I have 3 of your laptop (past decade) and I really regret on purchasing this last one . I am hoping a representative from America corporate office can provide the proper correction and services .

  Business response

  09/26/2024

  Razer support has reviewed the customer's concern. Based on the customer's screenshot provided, it is evident that the customer has not signed up for the ********************** rewards program. The customer however did sign up for the *** program in order for the customer to avail of the educational program discount. Since the customer did not sign up for the rewards program, we are unable to provide the customer with the ******************** rewards.

  For more information about the Razer rewards program, information can be found here: **********************************************************************************************************************************************************************************************************************************************************

  Customer response

  09/26/2024

  so you let me return the product and reorder Same product .  so I can have my rewards and missing product . If you really want to go this give me return label and Ill purchase another one right now just so I can receive my point and all the products that is missing . It is embarrassing as company if you take that route Your call . 

  Business response

  10/01/2024

  Based on our tracking, the customer's physical orders have been completely fulfilled. With regard to the customer's game codes, tentative *** for the customer to receive the game codes would be within the week. We apologize for the customer's experience. Unfortunately, since the customer has not signed up for the ******************** rewards program, we would be unable to provide the customer with rewards points. If the customer would wish to return the order, the customer may go to ******************************************************* to facilitate the return.

  Customer response

  10/02/2024

  BBB, they are providing false information of fulfilling . They ask in every message do you want to return , where is the picture , they said I receive the game 15 days on line they said I wont get it to October 11 1 month half of arrival . I think It time to get lawyer for falsely advertising. And improper communication 

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Razer Blade 18 laptop on June 15th 2023 for $5,403.27 from ************************ (direct from manufacturer). I bought there RazerCare essential 3 year warranty separately for the laptop on June 19th 2023 for an additional $383.99. The warranty is not set to expire until June 19th 2026.The laptop functioned for a couple months with light usage on an air cooled desk, and then it started to degrade, having increasing frequency of blue screen crashes, even when sitting idle. I opened an RMA with Razer, they asked me to upload a 60 gigabyte crash dump from a system that is crashing constantly.After capturing all of their required information and uploading to ****** Drive, they issued me an RMA ticket. They returned the laptop without telling me of any changes they made to the system. The computer immediately had the same issues, getting worse with time so I contacted Razer and asked that they address the issue.After going through their prescribed process again, they issued an RMA. I sent the laptop in again. Again, they sent it back with the same issues without attempting to boot into Windows (continually restarts to first-time setup). When I factory reset before sending it in it exhibited the issue and they didn't notice it. After receiving it back, it does the same exact thing and I can't even boot into Windows.I have requested a third RMA and sent them a video of the laptop restarting on its own during first-time Windows setup but I strongly feel that RazerCare support is purposefully wasting their customers time and not operating in good faith. They require a high / technical level of evidence be provided by the consumer and then do not follow up with the same level of due diligence on their end. The only people they seem to help are the ones that have gotten so frustrated that they tell their honest accounts on reddit and other online forums, from which point a damage control person from Razer steps in. This has been a mentally exhausting process for me.

  Business response

  09/24/2024

  Razer support has been in contact with the customer via Case # *************. We are currently working with the customer to resolve the customer's concern. We ask that the customer continue to respond via the provided case number in order to fully resolve the customer's concern.

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have nought Razer Gold gift card and every time I check to make sure that their gift card looks good, when scratch even softly their numbers disappear, I have tried countless of times thru email as thats their only way of communicating about their gift cards, that I dont have all the numbers and to fix the issue but I always been getting responses that the card has been used. Its impossible to use a card without all the numbers and I am getting tired of not getting either a refund or another number. I always give all the things they ask from receipt to the card and all. This is ridiculous as this should had not happen at all.

  Business response

  09/02/2024

  Razer support has been in contact with the customer via case *************. We ask that the customer continue to communicate via the provided case number in order to fully resolve the customer's concern.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩