On my BlackWidow Ultimate the LED on my I key went dead. So I shoot an email to support. Here is there response....
 

Hello,



We are sorry that you are having some trouble with one of our products.  In order to better assist you,  can you supply and or confirm some of the following information for us.  (Yea, sorry this is somewhat of a generic response to your problem.  But we find that by confirming these questions it helps us solve your problem a bit quicker.)

Please try the following:

1. Disconnect all other USB devices from your computer and plug your device into another USB slot than it is currently using.  Does this make any difference?


2. Try your product on another computer system.  Does the device work on the other system?


3. Uninstall the drivers, restart your computer.  Then try the device with no drivers installed.  Is there any difference in the problem?



Also can you  please provide us with the following information:

1.  Please describe the problem in detail, including any error message if applicable.


2. What is the driver and/or firmware version installed for your Razer device? The driver and firmware version for your Razer device can be found in the Razer Configurator software. This can be under the Lighting and Maintenance tab or directly on  the Razer Configurator.

3. What operating system is being used and is a 32 or 64 bit system?


4. Does the problem occur in only a specific application or does the problem occur in all operating environments?

Your customer number is 
Please refer to case #::  if you have any further questions.

If you need further assistance, you can also reach us online at http://www.razersupport.com. Please include all previous replies when/if responding to this message.

Best Regards,
Sarah F. at Razer Technical Support
[email=support-us@razersupport.com]support-us@razersupport.com[/email]

I'm sorry but doing any of the above is not going to bring back a dead LED. How dumb do you have to be to know that one.

that is fail.... 

I made it very clear the engine won't turn over and that it had a full tank yet he still asked the same questions like it was from a list and didn't use his brain at all to search for an answer. didn't help he barely spoke english. anyways in the end it took them 3 hours to make it to the truck stop only to find out it had almost no oil, battery was dead, no power steering fluid.. the list went on... never going to u-haul again
 
wouldn't have been so bad if i wasn't in phoenix az in july... 

Holo

Max killz

sounds similar to when i called U-haul about the truck breaking down and wouldn't start. they asked the dumbest questions ever
does it have gas in it?
is it towing anything?
what model/make is the car is it towing?
ect... what does it matter what car its towing if the truck WON'T START!?

dumb people...

Those are 2 valid questions. If it has no gas it won't start, if your towing something over a certain amount the truck won't move, people have different ideas of starting. To me starting is moving, to you starting is ignition.

 
Well the correct word for this should be does the truck have fuel in it. 
 
Say you rent a diesel and put gas in it.  Well it certainly won't run for long and once it dies it won't start again.  So thinking some poor fool isnt aware or wasn't paying attention puts gasoline in it, then talks to the help line. Does it have gas in it? Well yes it does I just filled it up...

mistermister

This reminds me of the woman who called 911 because she was "trapped in her car" due to the car's battery running out of juice and her power door locks not working.

911 operator: "Did you try to manually release the door lock 'mam?"

Darwin Award candidate: "Oh, no. I didn't think of that... hold on a second..."

Oh that one was hilarious!

razer customer service has always been a joke. they are one of the worst company's to deal with.  but there products are great

panda_kc

That wouldn't happen with logitech

I respectfully disagree.  Logitech is a great company and I have many of their products but when something goes out they make you go through many of the same steps listed by the OP.  I had a MX518 mouse and had to do a number of things and give them a lot if info before they sent out a replacement.  When the replacement went out they didn't give me a hassle like they did the first time.     

loveha

panda_kc

That wouldn't happen with logitech

Yea, My Razer Items are slowly diminishing. My last Keyboard from them. Looking at Das, Deck, or Filco already. Already changed out the headset to Logitech G930. Just need my mouse to die. Thinking R.A.T 7/9 to replace it.

 
HA! I did the exact same thing. I went from a Logitech G15 keyboard and a Razer mouse to a DasKeyboard mechanical unit and a R.A.T. 7
 
BTW, *awesome* upgrades from what i had previously. Also, IMO, go with the Deck if you really want back-lit keys. If not, the Filco is a cheaper alternative, with the Das being the better of the two non back-lit units.

drunkie

razer customer service has always been a joke. they are one of the worst company's to deal with.  but there products are great

 
I'd say their products are a mixed bag and only their marketing is great.

Razer is horrible when it comes to CS.  Thats why im completely glad i threw out my deathadder.  Went with logitech G9x and G110 couldnt be happier.   My G11 had died and was out of warranty but Logitech replaced it with a brand new G110 and gave me a 75% off on the G9x after i explained to them the issues i was having with Razers warranty department.  My deathadder would scroll up and down whenever it felt the need.   Ill never buy another razer product EVER!  Replacement razer sent me after 3 weeks of no response and calling the CS number everyday was beat up and had the same scrolling problem.  Had my G9x for 3 months now with no issues at all.

panda_kc

That wouldn't happen with logitech

Oh yes it does.  some of their phone staff are very hard to understand. The few times I have called in I have had to request to speak with someone else because I couldn't understand 4/3 of what they were saying. After I finally got someone who spoke English on a conversational level still asked questions like have you tried plugging the device in to another usb port?
 
It's the downside of outsourced support.  you get to talk to Gary from "Montana" yea.

jeffreylellis

 
Simple! Just go along with the tech! If he ask you to do something, just say OK and wait a second, then say it didn't work.

90% of the time I am not even near the product I am calling tech support about. I just let them go through there regular routine...

That's what I did with that eMail lol.

Hey loveha, Razer here. You are correct, you should not have been sent that response as you clearly stated your problem. It looks like you did reply to that email and everything was sorted out on the second go around. Again, sorry you had to deal with that unnecessary first email. Your RMA is being processed as I write this and you should have it by the time you read this. Thanks for working with us and we will keep doing our damnedest to earn your support.

cult of razer

Hey loveha, Razer here. You are correct, you should not have been sent that response as you clearly stated your problem. It looks like you did reply to that email and everything was sorted out on the second go around. Again, sorry you had to deal with that unnecessary first email. Your RMA is being processed as I write this and you should have it by the time you read this. Thanks for working with us and we will keep doing our damnedest to earn your support.

 
Awesome.

Das or Deck, IMO.