Hooray Razer!

FighterAce124

Supreme [H]ardness
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Mar 5, 2006
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I just wanted to share, I've been having some amazing support from Razer for the past few weeks, and couldn't help but share it.

Years back, I bought a Razer Lycosa keyboard. It was one that had the issues they recalled it for - touch pad failed, lighting was wonky, and most frustratingly, it would sometimes stick on a keypress and would require a disconnect/reconnect of the USB to stop. I didn't care at the time, just bought another Logitech G15 since i had wanted that anyway when I bought the Razer.

A year ago, I killed my G15, went to BestBuy, saw a Lycosa on sale for ~35 or something. I liked the keyboard other than issues, and figured it would be fixed. I bought it, used it. Pretty quickly I noticed the only issue it still had - the damn thing would still stick a keypress, and require disconnect/reconnect to fix it. Any key on the board could do it. It happened infrequently (once a week or so?) and everything else was perfect, so I just rigged it so I could easily dc/rc within seconds.

Few weeks back, I finally got tired of it, and sent an email to Razer asking if they knew of any workarounds or fixes that I could to to fix it. They responded that it would just need an RMA, no known fixes. I thanked them, said no thanks because I didn't have my receipt anymore, and went on with my day. I got an email a bit later from them "We won't require a receipt for you to process an RMA - we'll just need an image of the keyboard with the cord cut near the base of the board showing the cut and the serial in the same photo, or you can send it in to us if you would prefer not to cut the cord"

Holy crap! I didn't expect anything else, nor did I ask them if there was a way to do it without receipt. They took it on themselves to go that extra step and help me. I would have happily gone on my way without them doing anything more.

I get the replacement keyboard yesterday, and today it has the same issue - repeating keypress requiring dc/rc. I put it to another PC I have here thats just got basic Windows drivers and not the Razer software, same issue happens as I'm typing to a friend on it. I've been using a Dell USB keyboard while waiting for this, and it has no issues at all.

I sent another email to Razer just asking if there was anything they could do for me as the replacement has the same issue. Within two hours, they're already setting up another RMA and will be verifying the replacement they send won't have the same issue.

I'll update when I receive the new replacement, but I'm just floored at how quick and responsive they are, and how they've gone above and beyond for me.
 
I have never liked Razor keyboards. Glad they are helpful but I would hardly expect to get a solid keyboard for them. Stick with Logitech G15 or just go mechanical.
 
I would much rather they didn't produce products that need to be RMAed so frequently.

I'm hoping my Nostromo holds together alright, because after the quick death of my deathadder and some other stories I've heard I have little trust in the brand.
 
While I agree that I dislike doing RMA's and it shouldnt require multiple replacements, I've had just as many issues with Logitech, and they stopped giving good support after my third G9's laser failed in two months and required I pay to ship their third failed replacement back, then failed to be willing to do a cross ship if I did pay to ship it back. Told 'em to eat shit and haven't bought anything from Logitech since, will not pay a single penny for any more of their products - I will not eat the shipping cost because they can't produce a working product that won't fail through normal usage, much less will I wait 4+ weeks for a replacement.

I bought a Razer Mamba as a mouse the day after I told Logitech to go to hell, it's still tickin quite happily, good as new. I bought this current Lycosa knowing the line of keyboards used to have issues - it's an issue with the entire line of Lycosas far as I can tell (three boards well apart on serials, two outside of their "affected" range), I doubt i would have the same expereince with any other Razer keyboard. I know my buddy bought one of their mechanical ones when I bought this Lycosa and it's still perfect. Wish I had bought that instead, but REALLY glad Razer is going so far above what they need to. I chose the Lycosa 'cause I like the looks, which is always a bad idea - looks dont mean shit! lol
 
My friend got a Black Widow Ultimate and it had non functioning keys fresh out of the box from Best Buy
 
They arent really going above and beyond. They are telling you to cut the cord and take a pic to get a replacement. You get a replacement has the same problem. Praising Razer on here is like praising OCZ.
 
With my black Widow Ultimate things are fine - unless I install their software. When they went to the cloud based configurations it messed things up and they have no way to downgrade the firmware. On the other hand, my Copperhead mouse is still going strong.
 
you should put the parts up on the freebies thread, sure as hell one of those lowbaggers will solder the cord back together and use it
 
I've never had luck with their keyboards. Their mice work well though

Kid
 
Only Razer product I'll buy is a mouse. They make a damn good mouse.
 
I would much rather they didn't produce products that need to be RMAed so frequently.

THIS

i bought the razer black widow bf3 edition and the bf3 edition mouse. almost $300 all together.

the mouse didnt last long at all, the keyboard lasted a bit over a year.

wanted to rma but the orange led bf3 editions werent offered anymore. And a green led keyboard/mouse doesnt match my build.

while razer does have good customer service, they need to look at their build quality.
 
My Lycosa was one of the first, so it has the issues too, but Razer denied an R.M.A. years ago when I tried after the warranty was expired, so I am surprised...
 
Well an update. They sent me an email on Friday -

"Hey Cory

Would you like to be upgraded to the regular Deathstalker?
http://www.razerzone.com/store/razer-deathstalker
*Normal RMA crap here*"


So I responded quite happily - "Sure, I'd love if you could send out a regular DeathStalker instead of a replacement Lycosa, that looks like it would do the trick for what I use it for :)"


They get back to me today with this gem (I'm pretty pissed off right now)
"Greetings,
Thanks for contacting Razer support, however we only provide exchange of the same products."

THEY OFFERED THE FUCKING UPGRADE, AND ARE GOING TO PULL THAT?! It's *IN THE SAME FUCKING EMAIL CHAIN*. It's *ATTACHED TO THEIR FUCKING EMAILS*.

I just responded that I have been very pleased with them until now, and that they made the offer, and I now expect it to be upheld. I cited the email they offered it in was part of the same chain, the email they had sent previously. I basically said that if they are not going to honor their offer that I have proof of, I request a supervisors phone and I will deal with it directly, I'm tired of dealing with email support.

They're about to turn someone who has been spreading praise about them into someone who's going to spread even more vitriol about them if they don't honor their offers, especially when they made the offer without being asked. If they don't respond (in my eyes) correctly, I'll put up the entire email chain where they offered it and then said they don't do that, and go from there. I'm incredibly pissed off right now after having had an AMAZING time dealing with them.

I didn't expect anything other than a working replacement once they started the RMA. The replacement comes and doesnt work, I still only want a working Lycosa. I never asked for anything else. They offered the upgrade. I now expect that upgrade, because they offered it. If they hadn't offered, I would expect nothing but another replacement Lycosa.
 
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Razer can't fix their double click error for the past 10 years or so which means they basically don't care if you have to buy another one.
 
So, an ending! Short and sweet -

They took care of me, immediately got back to me apologizing for the mistake, and verifying they were in fact going to send a Deathstalker.

Got my Deathstalker on Weds, been having a great time with it since :)


Hooray Razer!!!
Took a bit, but a great ending!
 
I've had quite a few Razer products fail, but I've never had an problem with getting a replacement or customer service.
 
This thread gives me hope, my razer mouse sucks. Their keyboards are alright, even though my A and S keys paint wore off, I guess I play too many games -_-. Guess I'll RMA mine and see what result I get.
 
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