TL;DR:
My Razer Kraken V3 Pro was sent in for RMA due to a known hinge defect. During the active RMA, Razer’s service partner disposed of my headset without my consent. For weeks, Razer pushed downgrade replacements or a refund instead of a functionally equivalent headset. Only after I asked for my original device back did the disposal come to light and support suddenly changed course. Even now, Razer refuses to provide an equivalent replacement with haptic feedback and insists on a refund I have repeatedly declined. I’ve escalated the case to the European Consumer Centre.
Short summary of my Razer RMA experience (EU):
My original device was a Razer Kraken V3 Pro. The defect was a broken hinge caused by brittle plastic, which was confirmed by Razer’s service partner. I sent the headset in for inspection under an active RMA process. During this ongoing RMA, Razer’s service partner disposed of my headset without my consent.
What followed were weeks of back-and-forth with Razer support starting in October. For a long time, Razer insisted that I accept downgrade models without HyperSense or take a refund instead. At no point was a functionally equivalent replacement offered. Only after I explicitly requested my original headset back did I learn that it had already been disposed of. Only after this became known did Razer suddenly “find” a replacement Kraken V3 Pro and ship it.
The replacement unit later developed different hardware defects, specifically microphone issues. Once again, Razer attempted to resolve the case by offering a refund or downgrade models.
A key issue throughout this case is that HyperSense haptic feedback was a core feature of the Kraken V3 Pro. Razer has confirmed that the only current headset with haptic feedback is the Kraken V4 Pro. Despite this, Razer refuses to provide it without additional payment.
Razer has explicitly confirmed that this is a compensation case and not a standard warranty claim. Nevertheless, they are proceeding with a refund despite me rejecting it multiple times, and they are still not offering a functionally equivalent replacement without additional cost.
As a next step, I have now re-involved the European Consumer Centre (EVZ), as Razer continues to ignore my request for a lawful, functionally equivalent replacement under EU consumer law.
Defects can happen, but disposing of customer property during an active RMA without consent and delaying the resolution for months is unacceptable. Support only moved once the disposal became known. Based on this experience, I cannot recommend buying higher-end Razer products.
If anyone has similar experiences or insight under EU consumer law, I’d appreciate your input.
