All Razer Sifus out there,

I need some help here. I bought a Razer Orochi mouse from a fella that was a item won from the espgl sponsored tournament last year. The mouse was working like a charm until recently, the cursor of the mouse is malfunctioning, it can move horizontally but it can't move vertically . So I was planning to send it back for RMA. However, when i contact Razer regarding this matter, they told me they would need some sort of document or certificate to verify the unit whether it's bought from authorized vendor. I checked back with the guy whom i bought the mouse from and he said there's no any kind of cert or whateva given to him, so I was wondering what I ca do next?

I'm pretty disappointed with Razer warranty service man, how can they jus refuse like that, they should b able to trace it by serial number rite since the tournament is partly sponsored by them? They said they would accept RMA if only I could show them any document of the contest, yet they should know well there's no any sort of document issued to the winner since again, the tournament is partly sponsored by them. I felt like they're trying to make a fuss over a small matter. What a bummer.

Where's the office bro? I'm using the Kabuto, it's really a nice pad. it pairs well with the Kabuto, easy to keep as well.

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Added on April 21, 2010, 12:27 amHong Kong? Haha, I think it's easier that I dumped the mouse into the dustbin then the hassle of sending it all the way to HongKong xD Alrite, will try the razer on9 chat later. Thxs bro.

This post has been edited by chingwooi: Apr 21 2010, 12:27 AM

Alrite, will ring him up tomolo, now waiting for espgl representative to get back to me

Is there any Razer rep here in LYN?

Oh, I talked to him before, I need to talk to someone who's the direct rep from Razer.

Oh, I'm not happy with Razer Service coz they refuse my warranty claim bcoz I don't hv official receipt to show them as this Orochi is won on the tournament. However, I do have the complete box and everything. Why can't they just trace the warranty availability of the mouse via product code or serial number. They said they would need the receipt to prove whether the mouse still fall under the warranty period or not? But AFAIK the Razer Orochi was launched end of last year rite? So even if we took the first day of the product launching date as the date I bought the item, the item is still within the warranty period of 2 years what. I expect a better service from Razer man, this is so disappointing.

Yea, the espgl rep is kinda helpful altho kinda slow in reply. The rep said he asked the sponsored and the sponsored part doesn't want to issue the document, he said the sponsored part "claimed" that it's free so the warranty is not granted, but hey, the Razer rep I contacted gave me this statement "Razer would need some sort of validation that the unit was purchased from an authorized vendor and falls in the warranty period before we could issue a RMA", I don't see the reason why they have the reason to reject my claim. They never state on the Razer warranty policy on the website that promotional item the warranty is not covered either, so I feel that they're trying to reject my warranty merely because they don't want extra workload which is pretty unfair to me, the Orochi is not a cheap mouse also.

This post has been edited by chingwooi: Apr 25 2010, 11:33 PM

O, I must have missed that one. The statement is kinda vague. If the Product was a gift we suggest you ask the giver to provide you with a receipt. You may also ask them if they could handle the Limited Warranty process for you if asking for the receipt is not appropriate. So I don't get the warranty at all if they're lazy to handle the warranty.

i myself havent encountered any free products that have warranty regardless of what company its from.

Perhaps you should try Apple. With the serial number, you can claim it anywhere, regardless of where you get it from, including free gift.

This post has been edited by chingwooi: Apr 26 2010, 12:07 AM

Thxs for the help man, I'm jus purely disappointed by their service, the whole purpose of showing them the receipt is to prove that

1) The unit is purchased from authorized seller. I reckon the company that sponsored espgl is of coz authorized seller, therefore the mouse is packed properly and fitted everything that's as said in the warranty policy.

2) The unit still falls under warranty period~ As I said b4, the orochi was launched end of last year, so it's of coz still under warranty period.

so in my perception if I can prove the unit is purchased from authorized seller, they should grant me the warranty, and instead of asking me to contact the sponsored part asking them to print a receipt or ask them to help me for the warranty process, they should b the one that hv done so since they're the one that appointed the authorized seller, I reckon they should know which company is the one that sponsored espgl. Am I being too foolish to believe these such simple things?

This post has been edited by chingwooi: Apr 26 2010, 12:33 AM

Haha, if what you're saying is true, then it's the Razer company itself that refused my warranty claimed, which further shows that they have no reasons whatsoever to reject my warranty claim, unless the Razer is not Razer? The reply I got from espgl rep (daryl heng) is as followed:

"I've talked to the person who sponsored the products and it is understood that all products sponsored will not be given any sort of warranty or certificate.

I hope you understand and i'm really sorry over the defect of the product."

Seems like now I've to confirm the supplier of the orochi first, but this daryl never get back to me after that msg, ignoring me to avoid trouble? Which is the reason why I'm asking here to obtain more info on how to contact them in a faster and easier way.

This post has been edited by chingwooi: Apr 26 2010, 12:49 AM

Oh, what I'm trying to point out is that if espgl got the stock directly from razer, then why on earth the razer rep asks me to go and ask espgl then sponsored part to print out document or receipt when they are the one that is supplying the mice to espgl? What sort off verification that they're asking for? Cert of participation of the tournament?

Quoted from Razer reply:

Any RMA request for a product won at a contest or provided as a promotional item should be directed back to the contest organizer. Razer would need some sort of validation that the unit was purchased from an authorized vendor and falls in the warranty period before we could issue a RMA. If you have any verification from the contest organizer that this product was new and in warranty we would take that into consideration as a proof of purchase. But we do need documentation to verify the product is eligible for warranty service.

Haha, that's why I'm confused bro. Nobody seems to want to take the responsibility. Let's see what Razer rep here has got to say while I continue pushing the ESPGL guy, hopefully they'll look into this matter.

Out of the Razer mouse I've owned b4, I would rate it like this

Orochi>DA Lunar white>Habu>Krait>Copperhead in term of comfortable.

Haha, I rated them based on the feeling of the grip.


This post has been edited by Lacus: Apr 26 2010, 10:11 PM

Here's some pics and comparison of Razer Mako vs Edifier S730D.

http://forum.lowyat.net/topic/1263190

Hi guys,

Regarding the warranty issue I was facing few weeks ago, now Razer has finally granted the warranty service for my Razer Orochi, my gratitude to Vincent Lim and Jeremy Soh from Razer for helping me out with it. This is the kind of customer service I'm expecting from Razer, my years of supporting their products worth it after all Anyway, they asked me to send it to the Razer "office". Does anyone knows which office is it referring it and how to get there by train if possible?

Yup, Jeremy jus inform me that it's Ban Leong M'sia I should be heading to, does anyone know how to get there by public transport?

Are you pointing at my posts? If you're I was wondering how my posts are irrelevant. This is a Razer thread, and as we know Ban Leong is official razer distributor in M'sia, Rite now my Razer Orochi is malfunctioning and I need the direction to go to Ban Leong yet I'm not sure how to get there so I'm asking for some assistant here as some ppl might know how to go there by public transport. It's all related isn't it?

Oh I see, my apologies to you.