In this case, in addition, we will show you how the process of certification management with Razer comes across in an interactive and personal way, because it has always been our experience when carry a Razer Lancehead Wireless Warranty.
Open a support ticket
The first thing we have to do is manage the warranty (if we decide to do it directly with the manufacturer and not with the store, even though this will depend on the store because the warranty rule only forces them to take the first year, from the second year onwards) the manufacturer does it anyway) open a support ticket. To do this, we have to go to the section «My support»Of the brand and login (or create an account if you didn't already have one).
Here we have to choose the product type we have a problem with and write down what happens. Although the entire website is in English, we can do it in Spanish (in our case, we opened the ticket in English and they answered us in Spanish).
Once this is done, an open ticket confirmation will be emailed and we will be asked to await a response. When in My Support we go to "Support History" at the top we see that the ticket already has a set number of charges and we can go in and see it.
Sponsorship is not responding to a ticket
In our area, six days passed without Razer's support in response to a support ticket or email, so we decided to take action on the matter before him Passivity when dealing with our problem. To do this, we decided to go to a support website (not My Support) and open it direct conversation to talk to any of their suppliers.
We first contacted my Help on December 13, and the second for a chat, December 17th.
To do this, we log into the support website, click on "Contact Razer Help", and on the opening page click on "Live Chat".
Already in the chat window we were surprised to see that they were responding to us in Spanish, as we had said before. They urged us to upload an image below the mouse, where the serial number appears.
The backup specialist advises us to do some tests such as reinstalling Synfall software. As the interview, once the conversation is over, is sent to you via email as a summary, we acknowledge that you respond to that conversation by resetting the status after re-entering sync and restarting.
Send mouse to confirm
We were talking to an email support specialist and after doing all the tests we asked us to do (over 10 tests in total) it was decided that the mouse was wrong and I had to send it under confirmation replacing it, but not before requesting a copy of the purchase invoice to confirm that it was within the warranty.
This they sent us, in another separate email, some vague instructions to print labels and books with Fedex. So much so that we had to reconnect with them to ask them, because it was the Receiver Ingram Micro not Razer. In total we have to print 8 pages, with a few copies of the labels, too the most amazing and absurd thing that has happened to us in life
This was a "book", and as you will see, we take this opportunity to make our position on this truth clear:
Finally, on December 21st we sent the mouse in the direction provided by Razer that, fortunately, was paid and we paid nothing. Although they passed through a special transit center, they did not find the problematic Razer mouse until January 3.
I had to wait until January 9 to confirm that they had checked the unit, I decided it was really wrong, and that they sent themselves a new mouse, which happened on January 13. Note that, from December 13 that we opened the first sponsorship ticket until the problem was resolved. actually spent a month, and in that month, for 23 days Razer left without a mouse.
Extra amazing
But that thing did not end there, because if they asked us to write a "letter" it is so bizarre and absurd, there is still another surprise and that five days later we received a new "Ingram Micro" package, containing a Lancehead Wireless mouse with problems we first sentand a A German book.
In this book, they basically told us to update the mouse to its highest standards and they couldn't reproduce the problems we told them the mouse had. You can imagine our face when you find this (also in German). However, since this problem was solved as we sent them a new mouse, we decided to ignore it, even though this says a lot about its levels.
Conclusion and summary
It's really easy to turn on a support ticket if you have problems with any Razer products and want to manage a warranty; The problem is that there are no charges and no response, which makes direct contact necessary, such as by phone or chat.
Luckily they have technical support in Spanish, and the support technician who was there with us was always cooperative, welcoming and friendly. 10 to him.
The whole process took a month, and at that time we had no mouse for 23 days, something that is not possible with some manufacturers like SourceSeries for example, giving you a voucher to buy problems with zero cost to your stores, So before you submit a draft you already have one replacement and you can run out of product one day.
In the end, despite the huge amount of testing it had to do, the letter we had to send and the wait time, at least Razer solved the problem with the new product, even though they returned the wrong one after saying they found no problems and made us question their after-sales service, in fact.
If we were to evaluate the process, Razer agents would have been given ten, but what is the process of internal management, waiting time and comprehensive testing, it would be a complete doubt, something that takes you far from the product known as Razer.
Table of Contents
