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Faith in humanity restored, a true story about a Razer mouse that made a meme come true

post #1 of 15
Thread Starter 

I've always been a huge proponent of Razer. I own a Blackwidow, and I've gifted a Blackwidow to my cousin as well, both working perfectly. In particular though, their Deathadder series of mice is fantastic.. Fit, finish, feel, accuracy of sensor, etc. has always been outstanding. Given that I've used the 1800dpi as a personal, installed a 3500dpi on my son's computer, and gifted a 3500dpi to my cousin which he loves, I've stood behind the product. After over 3 years of use, the Mouse Button 4 on my 1800dpi popped into the mouse a bit, rendering the button 75% of the time useless. Figuring I had abused the hell out of this device for 3 years of quality game time, and the Deathadder 2013 Edition right around the corner, I waited the month for it to release and purchased it on Amazon on December 28, 2012. Mouse arrives, they improved everything I ever disliked (though minor quibbles) such as a textured plastic shell, rubber grips on the side of the mouse, improved mousewheel. All is good.

Fast forward a month and a half... using the Mouse Button 5 as a Push To Talk in Ventrilo I felt the same pop my Mouse Button 4 had on the 1800dpi, rendering the button all but useless. This time around though, I'm confident it was just a fluke thing. The last one lasted 3 years. It pops into the mouse slightly at times, gets stuck on the shell of the mouse, contact is intermittent. I proceed to contact Razer Tech Support and get an exchange going as my exchange window with Amazon was 2 weeks past due.

After going back and for 11 physical days (7 full business days) I still didn't have an RMA number that was approved fully, no shipping labels, no addresses, nothing. Being a bit frustrated I figured "you know what? I had 'liked' Razer's CEO on facebook several weeks ago for a contest/giveaway they were running... why not put it on his wall?". As follows is a the quoted post I left on his wall:
Quote:
I know you're the CEO and this is a bit below you... but I've been going back and forth on an RMA for 7 business days on my Razer Deathadder 2013 with broken mouse buttons and the response times between each step is absolutely atrocious. I own a Deathadder 2013, Blackwidow, Deathadder 1800dpi, and a Deathadder 3500dpi on my son's computer, as well as the Blackwidow and Deathadder 3500dpi I gifted to my cousin... but I'm getting a bit fed up with this constant chase of a process I'm going through and I'm certainly not feeling comfortable devoting more money towards your company which I've adamantly defended as making fine products.

Anything you can do to instill some faith for me here? I've owned the mouse for 2 months now, and 2 weeks of that it's been broken. I still don't even have an actual RMA number so the product can be returned. I'm also pretty positive I'm going to get whacked for shipping for something that shouldn't have broken in a month and a half.

Help me out,
Danny

Three hours later, on the dot, I had a response from him on that post, asking what the ticket number was. I responded to his response at 10:17PM. At 10:39PM I had an e-mail from Razer Tech Support, telling me RMA was approved, label would be e-mailed by UPS within 24 hours, and the return was on them.

My friends... FAITH IN HUMANITY HAS BEEN RESTORED. For all those that tout that Razer is the gimmick, or the ricer of the computer world, I want you to take notice that the CEO of the company, after a simple facebook post requesting assistance, made it all right just like that. That's the human element that feels like it's slipping away from this business. Razer, being one of the larger if not the largest company for gaming peripherals for the PC, made their CEO accessible. In turn? They've earned a customer that as long as the product suits my needs, will be purchasing from them without batting an eye.

Just wanted to share my experience. It's not often enough that positive feedback makes it's way public. When people have a good experience, or a bad experience turned good, they keep it to themselves as "that's the way it's supposed to be." Everyone is so quick to harp on people for wrongs, but we should be quick to speak up about the rights as well.
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Cool story, bro!
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Beast of Burden
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Cool story, bro!
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post #2 of 15
Awesome! biggrin.gif

Still, a bit off that you had to go that far, it's funny to see how quick things move when you poke the right people. My Deathaddder is still going strong after almost 3 years, smile.gif
    
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post #3 of 15
and the mouse lived happely ever after
post #4 of 15
that, is awesome.


Bill gates, chuck me some money! o wait your retired... Ballmer's FacebooK?
post #5 of 15
I've noticed many companies trying to put you off an RMA longer than in the past. I am doing multiple RMAs a month as I work at a computer repair shop. In any case many times if you push the issue, tell them you did whatever testing they ask you to (whether you did it or not), you can push them into giving out an RMA a little quicker.
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SBD:
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post #6 of 15
I've had steelseries RMA a broken Xai a year past warranty and replaced it with a sensei. RMA process pre-postage was 2 days. Hard to beat tongue.gif
post #7 of 15
Thread Starter 
Quote:
Originally Posted by Mygaffer View Post

I've noticed many companies trying to put you off an RMA longer than in the past. I am doing multiple RMAs a month as I work at a computer repair shop. In any case many times if you push the issue, tell them you did whatever testing they ask you to (whether you did it or not), you can push them into giving out an RMA a little quicker.

There was no real testing necessary. It was a physical defect with the mouse.

Essentially it went like this:

1. E-mailed tech support following their form with all pertinent information filled out.
2. Automated response from tech support
3. Personalized response from tech support, asking me a few more details about my product (Serial number, etc.)
4. Automated response from tech support.
5. Call tech support on the 5th business day, asking what was going on. Being informed this is now being handled by "Level 2" and since I called it's flagged as high priority. I'll receive an e-mail back within 24 hours.
6. E-mail comes back in 24 hours later, saying Level 2 is reviewing the RMA, I should hear back in 1-2 business days again.
7. On the third business day following the e-mail from Level 2, I put a post on CEO's wall, Issue resolved within hours.

The process was kinda jacked up until this point, but with the personal care I received I feel great about them. I do recommend they clean up that RMA process a bit though. I'd rather wait 3-4 business days and receive a phone call so I can just sort it out once and get it over with. But, that's just me.
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Beast of Burden
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Cool story, bro!
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post #8 of 15
It's cool that their CEO responded to you and helped you out. Looking at it from a different perspective however, it's very sad that you had to go through their CEO to get your RMA approved. Your story reflects well on Min-Liang Tan, not so much on Razer.
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post #9 of 15
You still had to spend 11 days with tech support...

Am I being an idiot? I don't get it. I'd be right pissed if I had to message the CEO on Facebook to get service and I wouldn't forgive.
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post #10 of 15
Thread Starter 
Quote:
Originally Posted by S.M. View Post

You still had to spend 11 days with tech support...

Am I being an idiot? I don't get it. I'd be right pissed if I had to message the CEO on Facebook to get service and I wouldn't forgive.

I was initially upset over that, but as soon as I messaged him and he took it upon himself to make it right, I got that feeling of victory. The process was awful up until that point, I admit that. But the personal response/help of the owner leaves me with an overall good taste in my mouth. I do feel, once again, that the RMA process needs some serious refinement though.
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Cool story, bro!
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