Dimitri A.

RAZER CUSTOMER SERVICE IS A JOKE. DO NOT SUPPORT THIS COMPANY.

Razer's Customer service did the following:
- Lie to me
- Ripped me off
- Fed me misinformation and conflicting updates
- Made me wait weeks for replies
- Blamed me for THEIR MISTAKES
- Ultimately solved no problems, only made thing worse.

All for a really basic issue: I need a USB-C adapter replaced. A simple problem led to months of e-mails and ultimately cost me more money I will never see again. Completely unacceptable.

A few months ago, I lost the USB-C dongle for my Razer Barracuda X headset while travelling. I contacted support and they told me to purchase a replacement USB-C dongle from the website. Which was out of stock. I waited months for it to come back, but once it did - I did exactly as they said and bought the dongle.

Unfortunately, the dongle arrived and did not work.

I contacted Razer support again, and my next experience was positive. I spoke to a wonderful customer service assistant who apologized and helped me set up a return for the faulty product and offered a FULL REFUND for it. This was a great experience, and I even gave him good feedback once prompted to in an e-mail.

However, this would turn out to be a mistake. My hell had just begun with this company's customer support, and this first interaction turned out to be the exception not the rule.

Days later, i was contacted by someone from the "refunds team" and asked to TAKE A VIDEO OF ME USING THE PRODUCT AND SEND IT TO THEM. I imagine this is so they can verify I wasn't lying and the product didn't work. This still feels like an insane thing to ask your own customer to do, but I did it anyway. I took a short video and showed the dongle was not working with my headset. I sent it over, and hoped this ordeal would be over. But this was just the first trial.

Upon reply, I was now told - MONTHS AFTER MY FIRST CONTACT - that I had been told to purchase the wrong dongle in my original correspondence. RAZER THEMESELVES ADMIT THEY GAVE ME THE WRONG TECHNICAL ADVICE. Including postage, this FAULTY ADVICE THEY GAVE ME cost $45 AUD. Their mistake had cost ME. The worst part is? They no longer manufactured the dongle my headset needed. I was screwed.

No apologies, no compensation, or any additional service was offered to rectify or compensate FOR THEIR MASSIVE CUSTOMER SERVICE FLAW. They just told me I could return the dongle, but that I would have to do it "within seven days of delivery to qualify for a refund." And due to their slow correspondence, I barely had two days left to pack the item and send it back to them and this was during a work week where I had to take my OWN time to organize this. To their small credit, they gave me a postage sticker to send the item back. But this would be the end of their most basic level of customer service to rectify THEIR OWN MISTAKE.

At this point, I just wanted my money back and to put this all behind me. I have lost all faith in the RAZER brand after seeing how they treat their long-time customer of nearly ten years, especially considering this is the first return I had EVER asked of them. Absolutely appalling, but I was just over it.

But the final slap in the face came just a week later. RAZER told me they had received the INCORRECT DONGLE that THEY TOLD ME TO BUY and would process the refund. However, the refund only covered the cost of the dongle.

That's right. THEY DEDUCTED THE COST OF THE POSTAGE FROM MY REFUND. Not satisfied with giving me faulty advice, making me pack the product they incorrectly sent them, wasting my time, making me take a video proving I'm not a liar, and replying to dozens of e-mails... THEY TOOK MY MONEY TOO.

It's bad enough that my RAZER headset no longer works, but I've now LOST ADDITIONAL MONEY trying to fix it due to THIS COMPANY'S FAULTY ADVICE AND POOR CUSTOMER SERVICE.

I asked them for a full refund of the postage, but they curtly told me that it was not in their policy to refund postage. They didn't even acknowledge that they made a mistake, and made no effort to rectify or compensate for it. Which is the absolute BARE MINIMUM you need to be able to do in customer service.

So, don't purchase RAZER products. Because if something does wrong, they will waste your time, make you buy incompatible parts, then not even have the decency to refund you the postage for wasting your time.

Absolutely deplorable. Don't support companies that treat their loyal customers this badly. You can do better - because clearly, RAZER refuses to. They are so greedy that they won't even cover the postage costs of their own mistakes. What a joke.

So now I have written this review, and plan to post it on every website available. I told Razer in advance that this would happen, but they are yet to make a comment or respond to me.