[Hardware] Problems with a Razer peripheral? How to manage the warranty

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Having problems with a device is never to anyone's taste, but if the brand has a good after-sales service it can mean the difference between going through an ordeal or having the problem solved in a simple way. Today we are going to show you what you can do if you have problems with a Razer product, requesting an RMA through the brand's warranty program.

In this case, in addition, we are going to show you how the warranty management process with Razer is fully and personally, since it has been with our own experience when it comes to managing the warranty of a defective Razer Lancehead Wireless mouse.

Open a support ticket

The first thing we must do to manage the warranty (if we decide to do it directly with the manufacturer and not with the store, although this will depend on the store because the warranty law only requires them to take charge of the first year, from the second year it will be the manufacturer who does it as in this case) is to open a support ticket. To do this, we must go to the "My support" section of the brand and log in (or create an account if you did not have one).

Here we must select the type of product with which we have the problem and write what is happening. 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, a confirmation of the open ticket will arrive by email and we will be prompted to wait for a reply. If in My Support we go to "Support History" at the top we can see that the ticket already has a case number assigned and we can even enter to see it.

What if the support does not answer the ticket?

In our case, six days passed without Razer support responding to the support ticket not even by email, so we decided to take action on the matter due to their inaction in the face of our problem. To do this, we decided to go to the support website (not My Support) and directly open the chat to speak with one of their agents.

We made the first contact through My Support on December 13, and the second through chat, on December 17.

To do this, we access the support website, click on "Contact Razer support" below, and on the page that opens, click on "Live Chat".

Already in the chat window we are surprised to see that they answer us in Spanish, as we have commented before. They urge us to upload a photo of the bottom of the mouse, where you see the serial number.

The support technician urges us to do some tests like reinstalling the Synapse software. Since the conversation, once the chat is finished, they send it to you by email as a summary, we agree that you answer the conversation by updating the status after reinstalling Synapse and restarting.

Send the mouse under warranty
After talking with the support technicians by email and after carrying out all the tests that they asked us to carry out (more than 10 tests in total) it was determined that the mouse was defective and that it had to be sent under warranty to be exchanged for a new one. But not without first asking for a copy of the purchase invoice to verify that it was within the warranty.

For this they sent us, in a separate email, some vague instructions to print labels and documentation through Fedex. So much so that we had to contact them again to ask, as the recipient was Ingram Micro and not Razer. In total we had to print 8 pages, with several copies of the labels, and the most bizarre and absurd thing that has ever happened to us: a letter telling them about the problem, and in English.

This was the "letter", and as you will see we take the opportunity to make our position on this fact clear:

Finally, on December 21, we sent the mouse through the method provided by Razer which, luckily, was postage due and we didn't have to pay anything. Despite going through a specialized transport agency, they did not receive the Razer mouse with problems until January 3, possibly given the Christmas dates.
 we send in the first instance together with a letter in German.