I’ve recently had to deal with Razer and get a keyboard replaced. This started when one of the children complained about some of the keys not responding all the time. I quickly ignored this as I hadn’t noticed this and sometimes kids moan about things when really it’s a “them,” problem. However, later I noticed the same effect and one of the keys didn’t always respond. So I got in touch with Razer and went through their returns process. This was easy and annoying at the same time.
Initial contact was good but I did get an email saying that if I didn’t respond within 48 hours they would close my case. This was frustrating as I was away from my PC and I don’t really like using my phone to do work/typing stuff. But I did respond. Then they wanted a video of the problem, which was irritating as filming keypresses and the PC response to them was not the easiest, also trying to make the problem happen when it is intermittent meant a few tries recording.
Then, once the video was approved as showing a problem, I had to show that the keyboard did not work by cutting the USB cable. This would seem strange if I hadn’t experienced the same thing when returning a PlayStation steering wheel many years ago. Rather than spend money returning the product the company just want to make sure you can’t use your product so cutting the cable is the easiest and cheapest for them. I sent a photograph of the keyboard and cut cable. Did I think about how to do this to keep the keyboard operational? Of course. Did I think of a way to do that? No.
Next, the return was approved and I got an email telling me that a new keyboard will be sent to me. I do not know when that will be. Also, they said I might get a different type of keyboard depending on stock levels. All I can say is that if I get a different one it had better be more expensive than the one I am returning.
So, the delivery has occurred and it was quite painless. I had a DHL notification and I had that sent to a DHL centre as I’m never in my house when delivery people arrive. I would add that I didn’t get a “you can pick your parcel up” notification which was inconvenient as I had to keep checking their tracking website. Collecting the parcel was easy and quite local.
My keyboard was replaced with exact same type so I needn’t have worried about that. It also looked brand new in a sealed box so it’s not likely that it’s been refurbished. I want new stuff. It is plugged in and some keys replaced with different colours as specified by others in the household. I think it looks good. I’m back to being happy.