Razer Mamba and Overclockers Problems

ICEx21

ICEx21

ICEx21

Associate
Joined
27 Apr 2007
Posts
2,257
Location
Edinburgh
Afternoon folks,

Well I seem to be having a few problems with my mouse which I only bought in November, for some reason the mouse will lose connection while I play and lose it's profile every so often. I ended up having to restart my pc to get it working the last time round and I'm pretty sure that's not supposed to be the case :(

Anyway, I called Overclockers up for details on how to return the product only to get someone that sounded extremely bored on the other end, he asked what the problem was and I told him that 1 of the issues was it kept losing connection, as I was about to explain the other problems he quickly informed me of the RMA process, the fact it can take up to 28 days to get anything back and he's about to send me an email.
I quickly informed him there were other problems to which point he just stated that if there are other problems just write them on a piece of paper with the mouse, that part just didn't fill me with confidence and it felt like I was just brushed off.

First of all it's not an ideal solution with me having to return my mouse, but when you know someone's going to come on the phone regarding a faulty product it would help if you listened to the customer completely before you started responding with an answer and sounding like your the most bored person in the world.
Normally if I feel like I'm getting brushed off from a shop I wouldn't shop there again but Overclockers customer service can be really good at times but quite recently for me it's been pretty disappointing especially after my last issue with the shop where I was told different information from different people all contradicting each other. In the end I just ended up getting the product from else where as I couldn't be bothered talking to someone from the shop for the 5th time.

Anyway back to the original problem, does anyone have experience dealing with Razer in regards to RMA? The only things I could find online were negative stories so I'm pretty much expecting a long wait for a replacement, also feel free to give any helpful tips which may resolve my issue.

Sorry for the wrong winded email, I've just read over it again and it's just me writing out of frustration.
 
Surely Overclockers will deal with the RMA as you've only had the device since November and it is not functioning correctly? It's their problem to deal with, not yours.
 
It's my problem if the intermittent problem isn't recorded properly and it gets sent back with no fault found.
 
so.. you rang overclockers and said

"hi i have a problem with the mouse it loses connectivity and...."
"yeah, no worries just send it us back and we will sort it out"
"yeah, but i have other problems blah blah blah"
"write them down... we will sort it out"
"ok, how long will it take"
"approx 28 days"

so... whats the problem?

ok, they might not have been as chirpy as youd have liked, but 28 days is pretty standard. if there is a problem, it doesnt really make much difference if its 1 or 10, they are already going to look into it for you.

id say its not bad service at all, you try ringing some of the other companys

"hi ive got a problem with my mouse, its loosing connectivity"
"sorry, thats most likely your computer"
"its not, ive tried it on 3 different ones"
"thats a coincidence"

and so on and so forth.
 
I have no problem at all with the 28 day return, as I said it's not ideal but I'll deal with it.
I was asked what the problem was, I started explaining and before I had finished explaining what the problems were I was told to expect an email explaining what I had to do.
I told them I hadn't explained the rest of the problem I got told to write it on a piece of paper.

I received the email 10 minutes after the call with a few words written on it not fully detailing the problem and underneath that this message "Please check the above for accuracy as we only test for the reported fault.".
Now I can appreciate you saying just write the rest of the problems down on a piece of paper, but that wouldn't need to be done had the person on the other end actually done his job properly and listened to the customer explaining the problem properly.
Not listening to a customer properly may be acceptable to some, but not to me. It's just poor customer service.
Anyway like I've said the post above was made mainly out of frustration but I still stand by my point, if you're dealing with customers in any line of business please listen to what they have to say before you try and resolve their issues.
 
the main thing is though, if you have a problem, they are willing to sort it out. They will do you an RMA number. that RMA number will correlate to what the problem is (i.e loosing connectivity). I think they just need a problem there to look at it.

When they get the parcel, you will have left a note detailing what the problems are in full (i.e what circumstances it loses connectivity, how often, the things you have tried to test it etc etc) anyway if you want to do as much as you can to help get it sorted, so adding a line saying "it also does....." wouldnt be much of an issue.

I understand that you wanted to be heard, but tbh, after 1 issue with the product, they would just want you to send it them, i doubt they are set up there to handle the process directly over the phone, so would prefer you to go into more detail in other ways (e.g the bit of paper?)

tbh, its a mountain out of a molehill situation. Ok, as you say, he could have been more polite maybe, but thats not really a blight on the customer service, so far, the service has been fantastic it seems?

- got through to them on a phone, not one of these, wait 10 days for a reply from an email
- had an email from them 10 minutes after putting the phone down
- agreeing to check it out for you
- going through the RMA process.

a lot of places wouldnt even bother man, i dont agree with people being short on the phone etc, but in this case, id take the rough with the smooth!
 
Davido I understand what you're saying and I've already said the post was more out of frustration than anything else and no this isn't going to blight their usual customer service quality.

On the other hand it does become a blight if that piece of paper is somehow missed by whoever is testing the mouse and he only sees the message provided by the person who took the phone call. In this case he'll maybe test the mouse out for a few minutes and when it doesn't replicate the problem (because it's intermittent) he'll send it back as non faulty. This mole hill then becomes a mountain.

The above is just hypothetical but it's still a possibility.
Anyway I've already said what I needed to and I'm sure it'll get resolved in due time.
 
The guy isn't tech support, he just organizes the RMA with a brief theme of what the issue is around.

Put your details on the paper that you will be sending with the mouse, as the techie that has to test the unit will be the one interested in the detail.
 
If the person on the phone is filling out the rma form he should be listing all faults on the rma form so there not overlooked and are very clear for the person who is going to test it. so the process is done correctly the first time surely? Well that's what i think maybe that sounds to much haha
 
It is clear from above that the rma/cs person could be trained better. No excuse!!

Reading between the lines you are worried they wouldn't deal with it properly. Suggest you write the problems on a piece of paper to send the mouse back, reply to the email for rma and use the cs forum. That way there is no excuse.

Good luck
 
Having worked in returns for a long period of time.

We do have to say 28 days as becuase it is outside of it's DOA period this means we have to send it to a supplier they have to confirm fault and replace it back to us who then forwards it on to you.

Obviously being without a mouse is a pain but their is little we can do about that especially with such expensive Mice we have to test it and confirm the fault.

I can understand your concern about it not being tested right usually with a device we plug it and use if for a day or two. If in 2 days your fault hasn't materialised it's hard to say that it is definitely faulty. If you are saying you get the fault of multiple appliances (laptops/pc's etc) I find it incredibly hard to believe they wouldn't be able to replicate it in a couple of ours.

Anyway As has been mentioned if you have any concerns speak to Bailey in the CS section he's always happy to help and is based in that department so he can make sure it gets tested for the correct fault if you alert him to it.
 
Hello ICEx21,

Just mirroring what TwsT has stated really.

As the item is over 28 days old it is outside of the DOA period. In light of this we ship items back to the manufacturer for them to inspect and test if they are over 28 days. This is standard across the board.

It is just a rough guideline and not everything does take the full 28 days so there is no need to worry.

If you can provide me the RMA number I can have a look into the status of the return?

Being honest we as a retailer don't have any single issue RMA'ing a Razer product for the full warranty period.

Just give me a shout if you need anything.

Cheers

Bailey
 
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