PSA: Huntsman V3 Pro switch stems and Razer "Customer Damage" warranty denials
Just wanted to share my experience in case anyone else is dealing with this.
I got this Huntsman V3 Pro TKL as an RMA replacement about 3 months ago because the original had firmware issues. Recently, I noticed the 'X' key felt spongy, and when I looked closer, I saw that the plastic stem the keycap slots into was snapped.
I take very good care of my things. The keyboard has never been dropped, struck, or otherwise damaged in any way. I use it for typing and casual gaming, during which I have never roughly handled or improperly used the keyboard. I haven't even moved it from my desk since I received it. It looks like the plastic failed or was defective from the factory.
I sent support clear photos and a detailed explanation, expecting a straightforward hardware defect claim, but instead was told twice in a row that it is "customer-induced damage" and my warranty is denied. Unironically, the support rep tried offering me a discount if I sign up for a newsletter.
Support cited this as reason for denial: I. Claims arising from any unacceptable use or care of the Product, including (without limitation) misuse, abuse, negligence, unauthorized modification or repair, unauthorized commercial use or any operation of the Product outside Razer's recommended parameters is not covered.
The difficulty of this process is extremely disappointing. For a premium product, having two units fail back-to-back is frustrating enough without support brushing me off over a broken piece of plastic. I would just open the board and swap the switch myself, but doing that voids the warranty that support is already refusing to honor.
Just a heads up to anyone buying these boards, if a piece of plastic fails under normal use, standard email support will automatically blame you and void your warranty.
