If you were looking for a high quality gaming mouse last month, I might have directed you to RazerZone to pick up a Razer Diamondback. That is, until my right mouse button stopped working and I tried to get a replacement mouse under Razer's two year warranty. Well it turns out that Razer, the manufacturer of the Razer Mouse, does NOT accept returns for products not directly purchased through them. Razer expects all products to be returned to the retailer they were purchased from. Wait, let me say that again in another way - "The MANUFACTURER and OWNER of the company that makes the mouse will NOT accept warranty returns!" This is far from an industry standard practice. Most any company encourages returns to be done directly rather than through the retailer, but I digress.
I originally purchased this mouse through New Egg, but I was past their 30 day refund period, so they would not cross ship me a new mouse. This was a problem for me because New Egg requires all original packaging material in order to accept a return, of which I have none. I throw out all my boxes after 30 days. With as much hardware as I buy, I would be inundated with boxes if I didn't. So naturally, my next step is to contact the manufacturer. First I try their "web chat support." This company despite selling over a million products a year doesn't accept phone calls... Their web support tech informs me he will go through his liason (he doesn't state WHO this liason is for, but I assume New Egg at this point) to get my product replaced, despite not having a box. I wait a couple of days, and there is not a word from this mysterious liason. Next, I try their email support...
Razer's email support promises a 24 hour turn around, and at first they delivered. But apparently, once you piss their techs off enough, these 24 hour turn arounds turn into 48 or 72 hour turn arounds. In my FIRST email to Razer support I very clearly stated:
>>> RMA - Right mouse button intermittently double clicks. I dont have
>>> the packaging so NewEgg wonīt take it back, and you guys donīt seem
>>> to offer returns for products not purchased through this website...
>>> Need advice on RMA for 45 day old product
To which I got a reply stating that they need more information to accept a return on a product they didn't sell. They asked for the typical stuff: Serial Number, Address, Date of Purchase, Copy of Receipt, etc... It seems fair at this point, like they read my email and were going to take the product back. I reply with all the request information and do not receive a reply after 2 days. So I sent another message being careful to include all previous threads. Still no reply after 3 more days. Finally, I've had enough. I feel like I'm being blown off after I spent $50 bucks for a premium mouse with less than premium support. I send my first "snooty" message - "When should I expect a response to this email first sent on 9/27/2005?" Within 24 hours, I receive my reply - a form letter explaining how they do not accept returns for product not purchased through them.
And so, that brings me to today. Today I replied with all threads, re-attached the receipt, attached the copy of my web transcript and calmly explained how I have given them all the information but have not received any assistance. I also tried to express my frustration in the nicest way possible. I carbon copied all the email addresses I could find for the different departments in the company, including who I think might be their CEO. I've had enough... Next step is giving my opinion to anyone who asks for it or not about this company. I guess I'll start now.
One of the things that set me off was a
Blog entry I stumbled upon while looking for help on Razer's site. I think the blog is written by Razer's CEO or
PR guy. His name is "RazerGuy." He had a nice little post in his blog about how (and I paraphrase) "Anyone who complains about Razer mice breaking on forums is a whiner. We have less than 1 half of a percent return rate!" I replied to his blog stating that "Maybe you have such a low return rate because of your sketchy warranty return practices? Here's my case number to highlight some of the problems I've personally had." Of course, he filters his comments so only the "RAZER MICE R THE GR8TEST!!!1" and "WHAT A RAZER MOUSE BROKE? I'VE NEVER HEARD OF SUCH A THING!! I HAD MINE FOR 145 YEARS!" comments get posted.
I mean really, do you think you can go on forever by turning a blind eye to your disgruntled customers? Trying to spin everything we say into a positive light by writing us off as a minority is a bad business move. Guess what? The true minority of gamers is YOUR CUSTOMERS. Most gamers have never, and will never purchase one of your $50 - $70 gaming mice. Congratulations! You've sold 5 million units! You have captured less than 1 half of one percent of the multi billion dollar gaming industry. You have a great product. You are more innovative than 99% of other companies, but if your customer service SUCKS, you're going to fail. And so, I join the majority of gamers, who will never purchase one of your mice (again).
(Chat Transcript)
We hope your session was productive. Below is a transcript of messages
exchanged and items sent.
Question: RMA - Right mouse button intermittently double clicks. I dont have the packaging so NewEgg won't take it back, and you guys don't seem to offer returns for products not purchased through this website... Need advice on RMA for 45 day old product
Christopher: RMA - Right mouse button intermittently double clicks. I dont have the packaging so NewEgg won't take it back, and you guys don't seem to offer returns for products not purchased through this website... Need advice on RMA for 45 day old product
A representative will be with you in approximately 6 minutes.
[XXXXX - A representative is coming online...please wait.]
XXXXX: I need your full mailing address and serial # off the mouse]
\
XXXXXXXXXXXXXXXXXXXXX
XXXXXXXXXXXXXXXXXXXXX
XXXXXXXXXXXXXXXXXXXXX
SN: XXXXXXXXXXXXXXXXXXXXXXXXX
XXXXX: I'll get this info to our liaison and he will be in touch with you by email with further replacement instructions
Christopher: thank you - please note I have no box
XXXXX: understood
[Christopher - has disconnected]
XXXXX: Chris can I help you with anything else?
[XXXXX - user has closed this session]
If you have any other questions, please do not hesitate to allow us to assist you.
[NAME DELETED]
Razer Technical Support
techsupport@razerzone.com..
(Email Thread)
XXXXX,
I appreciate your prompt reply. However, as was stated in my original message to tech support (you can see this still retained in the thread at the end of this email):
-----------------------
RMA - Right mouse button intermittently double clicks. I dont have
the packaging so NewEgg wonīt take it back, and you guys donīt seem
to offer returns for products not purchased through this website...
Need advice on RMA for 45 day old product
If we could please expedite an RMA, I would be greatly appreciative. I have been without a working product for 2 weeks now, and I've only had the mouse for a month and a half. I have re-attached the receipt. I have also attached a chat transcript w/ XXXX from tech support from a chat I had last week. I did not ever hear back from any "liason." I just want a working mouse out of this... I paid for what I considered a premium product, but I feel like I am getting less than premium service.
- Chris
techsupport@razerzone.com wrote:
>Hello,
>
>
>
>Razer Technical support only handles warranty replacements for mice purchased direct from Razerzone. If you purchased the mouse from our Exclusive European Distributor, Speed-Link, you need to contact them for an exchange or refund. You can contact them via the following methods:
>
>Phone: +49 42 87 - 12 51 0
>Fax: +49 42 87 - 12 51 55
>Email:
info@speed-link.com
>
>If you purchased the mouse from another retailer, (NewEGG, Xoxide, etc), you should contact them for an exchange. If that is not possible, we can manually process an exchange for you, but will need the following information:
>
>1. Serial number of mouse
>2. Color of mouse (Lava Red or Chameleon Green)
>3. Place AND date of purchase (proof of purchase; copy of receipt)
>4. Full shipping address
>5. Reason for exchange
>
>Your customer number is 1274517
>
>If you need further assistance, you can search our online self-help knowledge portal or reach us online at
http://razerzone.com Please include all previous replies when/if responding to this message.
>
>Best Regards,
>XXXXX at Razer Technical Support
>techsupport@razerzone.com
>
>-----------------------
>When should I expect a response to this email first sent on 9/27/2005?
>
>- Christopher
>
>Nimic Ohgr wrote:
>
>
>
>>Hello,
>> Have not heard back on this yet. I first sent this two days ago.
>>
>>Christopher wrote:
>>
>>
>>
>>>1. Diamondback Plasma SN: XXXXXXXXXXXXXX
>>>
>>>2. Plasma Blue
>>>3. Purchased from Newegg.com on 8/11/2005 (receipt attached in JPEG
>>>format)
>>>
>>>4. Christopher
>>> XXXXXXXXXXXXXXX
>>> XXXXXXXXXXXXXXX
>>>
>>>5. Right mouse button intermittently double clicks instead of single
>>>clicks.
>>>
>>>Please contact me with the next step. Please note, I did not retain
>>>the box for this item. I would be happy to provide my credit card
>>>number if a cross-ship would be possible.
>>>
>>>- Chris
>>>
>>>
>>>
>>>techsupport@razerzone.com wrote:
>>>
>>>
>>>
>>>>Hello,
>>>>
>>>>Chris, in order to do an exchange for a mouse not purchased direct
>>>>from us, we need the following information; 1. Serial number of mouse
>>>>2. Color of mouse (Lava Red or Chameleon Green)
>>>>3. Place AND date of purchase (proof of purchase; copy of receipt)
>>>>4. Full shipping address
>>>>5. Reason for exchange
>>>>
>>>>
>>>>
>>>>Your customer number is 1274750
>>>>
>>>>If you need further assistance, you can search our online self-help
>>>>knowledge portal or reach us online at
http://razerzone.com Please
>>>>include all previous replies when/if responding to this message.
>>>>
>>>>Best Regards,
>>>>XXXXX W. at Razer Technical Support
>>>>techsupport@razerzone.com
>>>>
>>>>-----------------------
>>>>RMA - Right mouse button intermittently double clicks. I dont have
>>>>the packaging so NewEgg wonīt take it back, and you guys donīt seem
>>>>to offer returns for products not purchased through this website...
>>>>Need advice on RMA for 45 day old product
>>>>
>>>>
>>>>
>>>>
>>>>
>>>------------------------------------------------------------------------
>>>
>>>
>>>
>
>
>
>-----------Attachments-------------
>
>
>To: razertech
>From: Christopher <nimicohgr@xxxxx.xxx>
>
>
>>>>>RMA - Right mouse button intermittently double clicks. I dont have
>>>>the packaging so NewEgg wonīt take it back, and you guys donīt seem
>>>>to offer returns for products not purchased through this website...
>>>>Need advice on RMA for 45 day old product
Razer (if you read this) I leave you with one piece of advice - Customer service is not how fast you ship a product to a customer, its how you treat the customer once you have his or her money.
Its now been 72 hours since I sent my last message to Razer, and as predicted (since they don't want to help me) I have not received a reply. Maybe several thousand people reading about this ordeal will help them to change their ways...
Linear Mode
