Razer scammed me HELP

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serendipity7777

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Sep 26, 2014
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Hello

Please tell me if there's anything I can do.

Despite having a bad experience with Razer, because their crappy Razer Naga HEX kept bugging and being randomly disabled on my PC.. so I had to switch USB ports for it to be reactivated (happened on both my old and new PC)...

I decided to go for the Razer Blackwidow Ultimate 2014 around December of 2013.

Keyboard was doing perfectly fine for 8 months. Then, Razer FORCES us to download the worst software ever SYNAPSE 2.0... which installs a broken firmware update on my Keyboard and permanently disables the usage of three of my keys!!!!!! (the ones i need the most X, C, and V)

I contacted their support, they sent me different firmwares but that didn't work on my Keyboard. So I sent them proof that My guarantee lasted until 2015, and they said they couldn't do anything because I bought my Keyboard while I was traveling in Dubai, and they don't do international!!!!

This is a SHAME. They broke my keyboard. I have guarantee and they revoke it. $200 thrown away. Keyboard is physically in a PERFECT STATE but their firmware broke those three keys.

Please find email correspondence bellow :


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As explained, your material is not being sold here. I bought it while i was in a Mall in Dubai. Do you seriously think I have the receipt for a purchase, at a mall, I did many months ago ?

I don’t mind paying to send the keyboard. You can fix this software issue and send it back. 3 keys in PERFECT state suddenly stopped working.

I would like to avoid having to share my negative experience on the sites mentioned above. I will be losing my time, and you hundreds of potential customers.

Regards

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We would like to inform you that we don't have an International Warranty.
If this is the case, please contact your reseller for the warranty claim.


Best Regards,
Michael L.
Razer - CSM

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Your program on which I registered the peripheral (Synapse) says Warranty is still available until 2015!!



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Hi there,

As mentioned by our specialist team, Razer will not be able to honor a warranty on products not purchased from an authorized dealer or ones that are out of the warranty period.

If you purchased product from an unauthorized dealer, all support and warranty issues should be directed to that dealer.

Thank you for your time.
Best Regards,
Luke H.
Razer - Tier 1


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Solution
J
I have a $30 keyboard that all the keys work perfeclty fine. I am at a loss why anyone would pay $200 for a keyboard, at least getting the information out to everyone about the horrible service is a great start. For premium prices, its only fair and expected that you should get at least get decent service.
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rubix_1011

rubix_1011

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Jan 12, 2007
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Unfortunately, you aren't being scammed by Razer. They are following their support policy simply because they cannot verify or validate that the product is legitimately 'Razer' since it was not purchased from a licensed distributor. This is common for just about anything and hence the reason that almost every manufacturer refuses to support or warranty anything that was bought on Ebay or Craigslist, for example.

Even if a product is registered, they still have the right to refuse warranty service if the product is not purchased based on confirmation of proof of purchase, which you do not seem to have. Unfortunately, I don't think there is much you can do if they are denying the claim unless you exchange/return where you purchased it which likely wouldn't replace it either if you don't still have the original purchase receipt.
 
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jimpz

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Jan 20, 2012
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The problem is most of us never read the warranties. MANY companies will not warranty a product bought in one country & used in another. It probably listed in their warranty description (which is probably tiny print &ridiculously long), which covers them.
 
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jitpublisher

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May 16, 2006
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I have a $30 keyboard that all the keys work perfeclty fine. I am at a loss why anyone would pay $200 for a keyboard, at least getting the information out to everyone about the horrible service is a great start. For premium prices, its only fair and expected that you should get at least get decent service.
 
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rubix_1011

rubix_1011

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Jan 12, 2007
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Right, but that is only a placeholder to show that you are registered...it does not actually mean you fall under the warranty protocols when you need to make a claim. You'll have to meet all the requirements in order to actually be eligible for warranty execution.
 
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rubix_1011

rubix_1011

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Razer as a company has already met their end of the criteria here; they are protecting their IP by following their own warranty guidelines. I'm not understanding why Razer is being cast as the enemy when they are clearly stating that the situation does not meet their warranty claim guidelines. I'm sorry, but if you don't play by the rules that are stated, you can't really complain that the company is breaking the rules.
 
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Titillating

Titillating

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Aug 18, 2014
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Almost all warranty claims will require original proof of purchase--a receipt, an invoice, something. Registering your product with them isn't going to change that. You clearly stated you don't have proof of purchase (this should always, always be kept with any purchase that offers a warranty), so I can't see how Razer is at fault. They even went as far as explaining that they do not support products purchased internationally/from unauthorized retailers, like your's was. It sucks, yeah, but policy is policy, and it is a pretty common policy so it shouldn't be a surprise.
 
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SkyBill40

SkyBill40

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Oct 11, 2013
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Completely uninstall Synapse. Unplug the keyboard. Reboot your machine. Plug the keyboard back in and then re-install Synapse. I had an issue with some of my keys not working properly with my BWU (the blue one) and this helped.

As a side note, always, always, ALWAYS keep proof of your purchase.
 
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