Razer CEO sorry for failing to meet demand for its products: "We suck at this"

The latest Razer Blade gaming notebook is certainly a thing of beauty, and features some pretty fine specs too, crammed into a sleek and slim body. Little wonder, then, that many buyers were so eager to order one as soon as it was announced. But over two months since the device went on sale, many of those who have ordered it are still waiting for theirs to be delivered. 

Unsurprisingly, Razer's customers have been growing a little weary of the delays. The company's CEO Min-Liang Tan took to Facebook to acknowledge their concerns - not with the dry corporate doublespeak that so many executives favour, but with real, emotional language that suggests that he fully appreciates his customer's frustrations, and that he is trying hard to make it right. 

"We've been doing a terrible job anticipating and meeting demand for our products," he said. "Each time we announce a new product - we end up having some of our customers wait for months before they get their pre-orders."

Referring directly to the latest delays with dispatching the Razer Blade to those who have ordered it, he added: "I wish I could claim that it's a one-off situation and we'll do better the next time - but I'll be honest, we've been screwing up on anticipating demand for a long time." 

Tan said that the company has made many efforts to resolve the backlogs that develop around its product launches, including quadrupling manufacturing capacity, restricting launches to certain markets, and even pushing back its launch dates, but acknowledges: "Still we end up disappointing our customers (and in many cases, we end up pissing them off)."

Even more frankly, he added: "We suck at this. I suck at this. I apologize to all of you who have had to wait for ages each time we launch a new product. And this isn't the first time I'm apologizing for this, I'm afraid, but I do intend to change the system so that we can launch products better."

Tan did not elaborate on exactly how Razer plans to resolve its ongoing supply and demand issues, but did promise that the company will "have more news on this shortly (which of course also means we will be shipping something new very soon)." While many will certainly salute such a frank and open apology from a company's CEO - and indeed, many already have on Facebook - the real test, of course, will be in how Razer manages that next product launch. 

Source: Min-Liang Tan (Facebook) via Engadget | images via Razer

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They don't suck at marketing. That's about it. They are kind of how MadCatz used to be years ago - known for cheaply made crappy products that don't last. Thankfully it seems MadCatz has been turning things around, at least with controllers/sticks.

He should be sorry for the pos that is Synapse 2.0. Synapse 2.0 crash 2-3 times a week.

Razer makes good mousepad i'll give them that.

I bought an Orochi Razer 2013. The batteries only last 1 week for me. I went through a 16 pack of batteries in no time. I asked Razer for a refund. They said they would warranty out the AA batteries. That is so rediciulous. It would take me longer to wait for the batteries than the how long they would last me.

Really wanted a Razer Edge Pro. On release it was rated $1700 (really worth 850) I think the doubled price comes from the fact that it's designer, so they up the ante. Now It's about $999 (750 for used), so I'm still considering it... Apparently all my favorite games can be played at nice settings (dead spaces, bioshocks, dos games lol,) heck even do some drawing and animating while I'm in the van going places. If anyone knows a better Windows 8 tablet (not RT, but the full enchilada) with awesome hardware at the same (or cheaper) price, lemmy know :) otherwise I'll probably settle for the Edge Pro (used).

Otherwise I've had their Razer Mamba for a while. At first it wasn't too responsive, then I found out the receiver was too far away (it would stutter). Using an active USB extension with "double" input (two usb power a single cord) I brought the dock to my coffee table and everything's peachy keen.

It's refreshing to hear that. Razer indeed sucks. All they've ever been riding on is green mechanical pro gamer magic for thrice the price. It's a good run while it lasts, but reliability is a serious problem for them. I wonder if they'll finally act upon it. I suspect they won't.

I've had the sidewinder keyboard and mouse for about 4 years with no problems. (I'm pretty sure I've had them since COD 4/BF2) They are a bit worn but still work great to this day. Nice job on the CEO taking the honest approach. Let's hope he then "moves forward" and implements a fix.

Well, acknowledging a problem is the first step in fixing it - I'd prefer a CEO who sees the issues they have over one of these hypocrites any day.

I'm still using my Razer Copperhead.

It's not limited to Razer to have the microswitches go bad or dirty, most of the big companies use the same switches made by Omron. If it's not enough to clean them you can easily replace them.

I just had to clean some microswitches and fix the mouse wheel with a small piece of plastic I got from a cotton swap. Now it works like new.

his honesty is refreshing but lets face it - if he and his team sucks at this then it asks for some strategic replacements. in the end the company and lots of jobs are at stake.

da00 said,
Had issues with all Razer products I've owned.

Likewise, expensive razer mouse that decided to not pickup properly at all (and cannot be used) unless it's on an old mouse mat, never had a problem with mice that have sold for a fraction of the price, just with razers expensive gimmicks.

Same here. From their $50 mouses all the way up to their expensive $130 mouses. Each one of them died within 6 months of purchase. And in the $130 dollar mouses case less than 2 months after purchase.

I'm not one to take poor care of my stuff either. I still have my original Logitech G9 that I pre ordered and the only issue I had with that is a bit of rubber coming off one of the grips, which logitech replaced for free.

n_K said,

Likewise, expensive razer mouse that decided to not pickup properly at all (and cannot be used) unless it's on an old mouse mat, never had a problem with mice that have sold for a fraction of the price, just with razers expensive gimmicks.

had similar issue, also it started doublecklicking and ###### like that which was rather annoying.

some years ago though, Razer Diamondback.

Right now I've moved back to Microsoft IntelliMouse, with version 3.0.
Could not be happier, bitch to get hold of though, so got one in package still, for backup.

da00 said,
""We suck at this"" you pretty much suck at everything man..

To be honest I dislike their product quality, it makes me laugh when friends order their new razor products like if they were the best gaming peripherals. They've never had it good IMO. Logitech products outlast razor product life by a lot!

I went through three double-clicking Razer mouses until I finally switched to a Corsair and wow what a difference. No click degradation, and it's ergonomic!

I think Razer uses good laser sensors with shoddy everything else. In the case of double-clicking it was a combination of bad design and cheap plastics that kept deforming a post that pressed an actuator. If they would have spent $.02 and made that post metal I'd still be using a Razer mouse today, I would think.

On the plus side Razer products have a cool style. I liked how it pulsed with light.

Razer has the design aspects down, to some degree, but I feel like their ergonomics are crap. They look comfortable, which was why I bought some of their products, but the end result was a cheap and very unfriendly experience. I have a Naga Hex sitting in my closet for example because of it... :/

dead.cell said,
Razer has the design aspects down, to some degree, but I feel like their ergonomics are crap. They look comfortable, which was why I bought some of their products, but the end result was a cheap and very unfriendly experience. I have a Naga Hex sitting in my closet for example because of it... :/

Had 3 razer products.

A gamer's wireless mouse, which even to this day only moves half of the time (When within 1m of the base),

A gamer'S headset (Megalodon 2012 I believe), which were okay for a while until an earcup started going out

A mousepad. This one has no problems. Hope so, if it did I'd be really amazed...

da00 said,
""We suck at this"" you pretty much suck at everything man..

I tried 3 different products from Razer. So far, I like them, and would not switch to a competitor product.

I am dissapointed to see that most people here dislike them....
Maybe I was just lucky. But I have my faith in Razer making quality products!


The best one is the Deathadder mouse. The velvet coating wear off, but still the mouse itself is the ultimate wired right hand mouse! There is nothing (imo) that is more comfortable to use. Those ambidextrous mouse can take a walk, they will never be as comfortable as the mouse designed for your hand (right or left, razer released both)

Kalint said,
Razer products are the Ricers of the industry.

While I do disable the useless LEDs on my DeathAdder 2013, please point me to other mice with a flawless (zero-acceleration) sensor.

Lucas said,

To be honest I dislike their product quality, it makes me laugh when friends order their new razor products like if they were the best gaming peripherals. They've never had it good IMO. Logitech products outlast razor product life by a lot!

Hah, Logitech is sometimes a bit too nice with their customer support. They'll send you a new mouse if you ask nicely, no questions asked, and let you keep your current mouse. One old classmate of mind apparently boasted about getting three extra G500s this way -_-

Diogo Silva said,
I have a Razer Lachesis for 7 years without any problems! ;)
So yeaa .. I will continue to buy Razer products without any doubt
\
I had a rezer lachesis and it was the best mouse I've ever owned. Unfortnatley eventually the left mouse button wore out. I bought a few other razer mice and they've all sucked so hard. Wireless naga randomly stops tracking. Mamba just died after a week. Got a razer mamba elite or w/e the hell it was (the second edition) and it randomly stopped tracking or would only track on a locked horizontal/vertical axis.

Lucas said,

To be honest I dislike their product quality, it makes me laugh when friends order their new razor products like if they were the best gaming peripherals. They've never had it good IMO. Logitech products outlast razor product life by a lot!

...until there's a new operating system available, in which case their ###### installers are hardcoded to fail in such a way that even Compatibility Mode cannot force them to run, and of course they're not plug and play.

This happened to me with the upgrade from XP to Vista. I upgraded, my webcam was working fine. I had to reinstall, what do you know, the camera refused to work due to the OS being unsupported. I had to buy a new one, no amount of compatibility mode would force it to run, and there were no other drivers available.

I trust Logitech about as far as I can throw a truck of anvils.

Belazor said,
...until there's a new operating system available, in which case their ###### installers are hardcoded to fail in such a way that even Compatibility Mode cannot force them to run, and of course they're not plug and play.

This happened to me with the upgrade from XP to Vista. I upgraded, my webcam was working fine. I had to reinstall, what do you know, the camera refused to work due to the OS being unsupported. I had to buy a new one, no amount of compatibility mode would force it to run, and there were no other drivers available.

I trust Logitech about as far as I can throw a truck of anvils.


You do realize that MANY people had these issues across the board with Vista, right? It was a new system the left many drivers incompatible and buggy, hence why people didn't like Vista, even if it wasn't completely Microsoft's fault.

Don't see what that has to do with Logitech though, and even so, if you upgraded around the time of release, you're talking about late 2006 to 2007, or 7-8 years ago. Hardly relevant by today...

Around the transition from XP to Vista, some manufacturers refused to make 64-bit drivers available. One example I recall is my old CanoScan LIDE 20 scanner which had drivers for Vista 32-bit but never 64-bit.

Fortunately for hardware made since Vista's debut at least we're guaranteed there will be drivers for said hardware, 32- and 64-bit, be it via the manufacturer's site or Windows Update.

Belazor said,
...until there's a new operating system available, in which case their ###### installers are hardcoded to fail in such a way that even Compatibility Mode cannot force them to run, and of course they're not plug and play.

This happened to me with the upgrade from XP to Vista. I upgraded, my webcam was working fine. I had to reinstall, what do you know, the camera refused to work due to the OS being unsupported. I had to buy a new one, no amount of compatibility mode would force it to run, and there were no other drivers available.

I trust Logitech about as far as I can throw a truck of anvils.

Yeah. With Razer you only have to worry about bricking your expensive peripherals with firmware updates. Or having to replace your $130 mouse because the body of it is made with cheap plastic and it flexes as you're using it causing all kinds of problems. Or double click issues. Or the cord on your mouse fraying. The list could go on and on..

Let's not also forget to mention that Razer's customer service are just as bad as their products are. Want them to replace a defective product that you've owned less than two months? Sure, they'll do it. But they're going to make you pay for shipping making your $130 mouse end costing you a hell of a lot more than that.

Edited by trag3dy, Jun 8 2014, 2:18pm :

dead.cell said,

You do realize that MANY people had these issues across the board with Vista, right? It was a new system the left many drivers incompatible and buggy, hence why people didn't like Vista, even if it wasn't completely Microsoft's fault.

Don't see what that has to do with Logitech though, and even so, if you upgraded around the time of release, you're talking about late 2006 to 2007, or 7-8 years ago. Hardly relevant by today...

I would say it's very relevant today. If I have the option between purchasing a product from a company that has pulled a stunt like this in the past, and purchasing an equivalent product from another company that I have not had this issue from, I'm going to go with option B.

PS: The "another company" doesn't necessarily mean Razer. I've tried their low-end headsets and their keyboards, and I liked neither.

Denis W. said,
Around the transition from XP to Vista, some manufacturers refused to make 64-bit drivers available. One example I recall is my old CanoScan LIDE 20 scanner which had drivers for Vista 32-bit but never 64-bit.

Fortunately for hardware made since Vista's debut at least we're guaranteed there will be drivers for said hardware, 32- and 64-bit, be it via the manufacturer's site or Windows Update.

My point was that there was not a single reason to hard-code the OS check in such a way that even compatibility mode could not override it. It was also 32bit to 32bit, so architecture change was not an issue. It was the exact same machine, using the exact same hardware, all the way through the scenario I described in my previous post.

trag3dy said,

Yeah. With Razer you only have to worry about bricking your expensive peripherals with firmware updates. Or having to replace your $130 mouse because the body of it is made with cheap plastic and it flexes as you're using it causing all kinds of problems. Or double click issues. Or the cord on your mouse fraying. The list could go on and on..

Let's not also forget to mention that Razer's customer service are just as bad as their products are. Want them to replace a defective product that you've owned less than two months? Sure, they'll do it. But they're going to make you pay for shipping making your $130 mouse end costing you a hell of a lot more than that.

I'll grant you that the firmware update is a very dodgy process. You have to hold down various buttons in a contorted way and then pray to whatever deity you support that their clunky software doesn't take a huge dump on itself.

And the Synapse software is still, to this day, a slow and clunky mess. Not as bad as Nvidia Geforce Experience which requires me to quit it every time it minimises to systray, but still.

trag3dy said,
I still have my original Logitech G9 that I pre ordered and the only issue I had with that is a bit of rubber coming off one of the grips, which logitech replaced for free.

Those guys at Logitech have been getting complaints for cancelling the G9/G9x series for about a year I think too. Great mice. Sigh...