Tech Olive

This month on the Mamba Files we’re taking the series in a different direction. Instead of a focus on the Mamba itself, we’re going to focus on how well Razer’s RMA and customer support works and just how easy it is to get proper support and replacement for your faulty Razer products. And, of course, we’ll have a quality update on the Mamba at the end of the article.

So, I set off and contacted Razer through the traditional support channels, as any normal Razer customer would. For the most part, my emails from the support team at Razer were helpful, effective and never pointless or time-wasting. My emails were responded to in 1-3 days, as expected. What shocked me though was I even got a reply on a Saturday. However, what I found very odd about my initial attempt at contact was that their website support setup is now obsolete, but it’s still there and you can still submit support queries, they’ll just never reply. There are warnings that you will not receive any replies, but it still seems completely illogical for the support site to still exist.

After I was approved for an RMA, I was given three options for my Barracuda HP-1 replacement:

1. 50% off a new Megalodon ($149.99 retail)
2. A replacement Carcharias ($79.99 retail)
3. A replacement Barracuda HP-1 ($129.99 retail)

When first offered the options, I was impressed with Razer’s flexibility, but after I looked into it a bit more, it was actually a bit insulting. I could, 1) get 50% off a $150 headset (thus a cost of $75 from me for the upgrade), 2) get an $80 headset in replacement, or 3) have my $130 headset replaced. The choice seemed clear unless I wanted to pay for an upgrade or lose money on my original Barracuda investment by opting for the cheaper Carcharias. Why would anyone take the cheaper headset and essentially lose $50? Perhaps if some store credit was offered as a combo, I would have considered that option.

After asking to receive a replacement Barracuda HP-1, my RMA was processed after a few days and I was emailed details on shipment and proper packaging. Razer received my headset on April 1st (no joke) and by April 7th, I got a confirmation email that Razer shipped off my replacement complete with a UPS tracking number. All in all, the process was completely painless, however, it would have been nice to have an email update from Razer to confirm that they had received the product. Also, the lack of advance delivery is disappointing (for those that don’t know, advance delivery is where the company sends you a new unit before you send yours back, so that you’re not without the product during the RMA process.) Although, it’s not entirely expected because very few places offer it anymore and those that do will often charge you a large, non-refundable premium for the service.

On April 12th, my new Barracuda arrived in non-retail packaging. So it’s safe to assume I got a refurbished product in return, I began to test it. Unfortunately, there were many cosmetic issues, showing clear signs of usage and even some scratches. The unit I originally returned was in perfect cosmetic condition, but I can easily forgive Razer for that.

Once I finally played some sound through the headset, I was disappointed further that the right-side speaker kept popping and clicking, which probably meant the amp was cutting out.

So, needless to say, I’ll be returning this product again and will therefore be forced to go at least another week without it. We’ll be sure to keep you updated on the developments of this RMA process as they unfold.

MAMBA QUALITY UPDATE:

I mentioned last month that the rubber side-grips were starting to lose their adhesiveness. This issue has only worsened. After only a few months of standard use, I’m going to have to resort to modifying the Mamba with some glue to keep it in proper working order. While that may seem trivial and simple enough, it’s important to note that this is Razer’s most expensive and premium mouse that they offer. With the Mamba’s price tag, any such issue in workmanship is unacceptable.

Despite charging it every night, I have still managed to find the end of the Mamba’s battery life a few times too many. Granted, those are the days that I spend a little more time than I probably should at the PC, but it still becomes an annoyance nonetheless. Granted, it’s easy enough to change to the cable and have the mouse charge as I continue my gaming session, and I could also change the lighting and/or DPI settings to save a bit on battery life, but should I really have to compromise? It seems that Razer would benefit from offering a stronger battery for those wanting/needing it.

Don’t forget to catch up on previous months of The Mamba Files and look forward to next month where I’ll temporarily return to my Logitech MX Revolution and see how that and the Mamba compare.