My scroll wheel doesn’t function properly but razer wants me to send a picture of the mouse wire cut and the sticker on the bottom of the mouse. I just want to know why they do this?
My scroll wheel doesn’t function properly but razer wants me to send a picture of the mouse wire cut and the sticker on the bottom of the mouse. I just want to know why they do this?
42 Comments
Because they want to know that you aren’t just doing this to get a second one for free. It’s fairly normal for an RMA to ask you to destroy an item if they deem it not worth the cost of the defective unit being shipped back to them.
To prevent warranty fraud. The cost of a mouse is so relatively cheap that it is not worth it to them to have you ship it back, so by doing this they verify you have a mouse that does not work and will just provide a replacement.
Because they want to send you a new mouse and make sure you won’t be using the one you have now anymore.
Pro Tip: Know how to solder and use heat shrink tubing. 🤣👍🏻
Joke’s on them, you can easily reconnect that sucker
There’s a similar company that get us to do that with their battery chargers. We have sent 4 back but just keep sending the same picture for rma
It’s not unusual.
Razers cut the cord warranty is pretty crappy really.
Razer pretty robustly gathers evidence that the product is faulty (phots, videos, customer testimonial). Indicates the repair is not economical and has customers cut detachable cables (standard USB).
Cutting detachable and easily replaceable cables does not reduce or prevent warranty fraud. Bad actors will circumvent this.
Once a product is an economic write off – if the owner of the product repairs it at their own cost with a removed and cut label the owner can do whatever they want with it.
In most jurisdictions the customer is entitled to a remedy, Razer is not entitled to ownership of faulty products not returned to them for repair/replace.
This policy only creates more E-waste.
100% standard practice for companies that make cheap enough junk that they don’t even want it back so that they can fix it and sell it to someone else.
a lot of comments are missing the point, it’s a wireless mouse with a malfunctioning scroll wheel, the wire shouldn’t be relevant yet they want it destroyed too. seems lame
I wanted to RMA a headset that was effectively dying.
Just didn’t want to do it out of pure the against creating e-waste.
It’s fair for them but yeah I had to stop listening to music for a while due to that.
Just doing their diligence against fraud
Standard practice. They want it to cease to function, so you’re not getting a second mouse for free by claiming your existing mouse isn’t broken and they haven’t verified your claim.
It’s more costly to ship it back and have it verified than it is to destroy the current one.
I’ve seen it before on a dead HID ballast.
It’s funny they make you cut the cable lol if you really wanted to you can take the mouse apart and put a new cable in.
Do you can’t do fraud. Lots of sellers make you do this. Easier than the hassle of returns and restock
For the same reason Guitar Cnellenter makes their staff destroy a damaged guitar: They want to ensure that it was a real damage claim and that it wasn’t a fraud attempt. If you’re okay with doing further damage to make it inoperable, then they trust that it was already not worth recovering in the first place.
Wait … they made you cut a … type C removable cable? WTF, i understand the waranty label. But the type c cable?
I think the funniest thing is that this is a WIRELESS mouse. That’s just a charging cable and they’re presumably going to get another charging cable with their new mouse.
There was a controversy with Corsair who asked the same thing with their PSU’s. It’s most likely an individual event but kinda sad how someone could of died.
Logitech does this too.
Because customers must’ve been scamming them
Why do you think smart guy?
Give you one guess…
To assert dominance obv
I see some of the logic behind the reason they want proof you destroyed it but I can also see the logic that it feels really wasteful and disingenuine.
It allows people to make some assumptions:
1. It’s not worth the cost to send back and repair and then sell as a refurb. This means their cost per unit is so low it doesn’t matter or their repair infra is unable or unwilling to keep up with something like mice.
2. They are probably just destroying and sending them to landfill anyway, which again leads back to repair/refurb being unable or unwilling or just plain not cost effective.
3. Preventing you from “gaming” them and getting a new mouse for free could mean the cost to support them is too high. Most companies already make this type of fraud difficult by matching serial numbers, proof of purchase and even getting a live person to help troubleshoot or verify the defect via software detection or video proof. Is Razer unwilling to verify this mouse is actually broken?
Destroying the mouse is hardly proof that it didn’t work. It is a game of chicken with the customer and it seems really odd to ask a customer to do this as a condition of receiving a replacement.
To prove it’s not usable and you’re not just trying to get a free mouse.
Same reason I get asked to snap a disc in two when the distributor is mailing me a replacement disc. Cheaper to do that than mail back something they can’t do anything with.
I had to that with my smith sunglasses. guess it is normal.
Awhile ago I did a warranty claim with a Logitech wireless mouse (MX610 LHE) over the main button failing, then I only had to go through was bullshit troubleshooting tech script, they didn’t ask for it back or for me to destroy it.
Sadly the replacement developed the same exact problem, instead of going through the warranty process again, I decided to rip apart the original’s micro switch and found that rubbing a pencil eraser on the internal contact points and reseating the metal piece restored reliability!
My razer scroll wheel also doesnt work sometimes. Try blowing into the wheel very hard, it has fixed it for me.
Man just cut it in the middle and then put it back together
So what happens if you lost the cable and use a spare?
Anti-fraud
How do they know you’re not faking it to get a free mouse? Also this prevents you from doing the same warranty claim again. This is actually very normal in the RMA world. They want the device destroyed past what an average consumer can repair.
I mean it makes sense bro, its to prevent you making another claim with the same mouse and to make sure your not just doing it for a spare or free mouse. There making sure your old one is going to be unusable
Yeah to prevent fraud. Different industries do it too. We got a dead fish upon arrival and the seller had us cut off its tail…
As if one couldn’t repair the cable in minutes
Just do it. Then splice that shit back together. After. Free backup mouse.
You can fix the wire after.
They had me do this to my DAV3 Pro with a malfunctioning middle click and they immediately sent me a new sealed DAV3 Pro.
Now I have two DAV3 Pro wireless mice. I then bought a new usb-c speedflex cable to replace the cut one. Also, it turned out the middle click issue was just a firmware issue, so they’re working fine now.
So I just sold the new one. Lol.
wish more companies did this before sending you a new mouse instead of asking you to pay out your own pocket to return a defective item that isn’t even worth doing so especially when they are based in another country.
Most companies that make green screens will have you write your RMA number in sharpie all over the green screen or cut it a bunch and send photos.
It’s more expensive to ship in the faulty one than it is to just ship the replacement. And they don’t want to give out free products.
“It’s because they don’t want you to have a free mouse!” comments are ignoring that the requested physical damage isn’t to the mouse. It’s to a generic ass USB cable.
You could run the spare mouse off of any other generic USB cable, so it the goal is to prevent someone from getting a free mouse then this doesn’t do anything.
This policy would make more sense if the requested damage was that OP pull the serial sticker and then bash the mouse a few times with a hammer. But the detachable and replaceable cord? The only way that makes any sort of logical sense is if the cord has higher value than the mouse.
It’s so it can’t use it anymore and then they can deny the warranty.
Stop buying razer mice. They are not worth it