As many of you know - I've recently been having problems with my Razer Lachesis movement stuttering and then eventually stopping altogether.
I thought - it's still within warranty, I'll send it off to Scan for a replacement with this note attached:
My Razer Lachesis purchased January 2009 has recently started having problems with stuttering all the time and sometimes the mouse won't move at all. It used to do it occasionally and unplugging and then reconnecting the mouse would fix it - this is no longer the case.
The mouse was marked as 'No fault found' and received the following reply:
have used the mouse for the day, it responded when i moved it and both clicks register every time i go to use it
Not a great response - they obviously haven't tested it thoroughly and I never said there was an issue with the mouse registering clicks.
I then sent the following reply:
The mouse was reported as 'not faulty' by one of your support staff with the following comment:
"have used the mouse for the day, it responded when i moved it and both clicks register every time i go to use it"
Let me explain the problem I am having the mouse (which I also gave in my original support request - which was apparently ignored as the problems I had were not tested for) and why it is faulty. The problem is that after having used it for a while, the movement of the mouse starts to become stuttery - moving the mouse from side to side across the screen it stops/jumps across the screen. This problem gets progressively worse until at some point the mouse stops moving entirely. At no point does it fail to register clicks on any of the buttons, but it does not move.
The problem used to occur before, however then it was possible to disconnect and reconnect the mouse and the problem would disappear. Now, however, when the mouse is reconnected it continues in the same state - no movement but still registers mouse clicks.
Restarting the computer did not seem to have any effect - with the mouse still not functioning after a restart.
I have been using the latest drivers and firmware and have tried switching the mouse between different DPI and USB poll frequency settings however this does not make any difference.
The issue is not software related as I have tried using a different mouse which works perfectly well with no stuttering issues, and I have also recently done a format of my operating system and the issue still occurred both before and after the reinstall.
I can therefore only assume that the mouse hardware is faulty, which is the reason for sending it back to you. Hopefully you can appreciate that as this is a high-end gaming mouse, having a mouse that is stuttering or failing to move is not ideal and prevents me from playing games and it is also an extreme annoyance when using my PC for other tasks.
Regards,
Sam Sharp
To which I got:
Sam Sharp,
Hi, further to your email the only fault report we have from yourself is as follows:
My Razer Lachesis purchased January 2009 has recently started having problems with stuttering all the time and sometimes the mouse won't move at all. It used to do it occasionally and unplugging and then reconnecting the mouse would fix it - this is no longer the case.
The mouse was tested by our engineer and did not show any of the symptoms you have described.
My reply:
Which is why I sent a follow up email providing more details on the issues I was having following the mouse being described as not-faulty.
Can you please go through in detail the process that you have used to test the mouse as like I described - the fault may be described at intermittent and therefore your engineer may not have noticed the fault.
Them (fairly obviously from a template):
Sam Sharp,
Dear Sir/Madam
Further to your re-test request please provide details on how you would like us to re-test the item in question and provide any given timescales that the fault may appear during use.
Please be aware that if the RMA is not found to be faulty an additional re-test charge of £5 + VAT would be added to the current no fault found fee.
Please ensure all information is accurate and we will ensure that the re-test is carried out as quickly as possible.
Regards,
I'm getting really pissed off by this point.
Dear Michael,
I did not request a re-test - I merely asked what procedure by which you used to test that my product was 'non-faulty'. I certainly don't see why I should be paying a 'no fault found' fee if you havn't even tested it sufficiently - let alone another fee for you to test it again. I was speaking to my neighbour about it last night and his son has a Razer Lachesis mouse and I connected it to my PC to rule out my PC being at fault and had none of the issues that I was having with my mouse.
I repeat again the following reasons why the mouse is faulty:
- After a fairly extended period of time (a few hours or maybe even a day or two) the mouse movement begins to stutter slightly.
- It gets progressively worse until it sometimes stutters for a second or more
- Eventually the mouse stops moving altogether
- It has stuttered slightly since I had it, but never enough to warrant returning it as I could resolve the issue by reconnecting the mouse
- Now, even reconnecting the mouse does not resolve the issue as when reconnected, the mouse still does not move
- The mouse clicks still work
Why other components are not the cause of the issue:
- Using my other spare mouse is fine - no issues with stuttering at all at any time
- Using my neighbours mouse which is an identical model is fine
- The issue still occurs even after restarting my PC
- I have formatted my PC and the issue still occurs
- The issue is the same on ALL USB ports
- The issue has only recently started occurring and I have not made any changes to my hardware
- No overclock or overheating causing instability
Now forgive me - but I did a lot of testing of the mouse before I sent it to you as I didn't want to send it off in the first place but the problems I am having were too severe for someone who plays games hence why I sent it off to you.
If you can provide any other explanation as why I am having this issue with this mouse (and only this mouse as I have tried my neighbours and it is fine) that ISNT a fault with the mouse I would love to hear it.
Sam
Each of their responses has been on seperate day - so 3 days after they received it I'm still having to send them emails.
I don't think I have been unreasonable at all. I have ruled out pretty much everything and only sent it off to them once I had done so.
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