[SpainAmbassador]

Hello everyone,

I decided to pursue an SE for a Razer mouse, the Deathadder Essential White, by using the serial number method.

I spent the last week going back and forth with Razer support.
They asked me for a POP and a video showing the problem that I had with the mouse.
I was able to edit a POP from an Amazon purchase that I did, to make it look like it was actually the mouse.
For the video I first referred them to a broken Google Drive link. After that I uploaded a video to YouTube, where most of the video is blacked out.
This seemed to work and they referred me to the RMA department, where they again asked for a POP, but this time they asked specifically for an invoice.
I don't have access to that invoice, obviously, and it contains information that I don't have, and that I don't know if I can falsify.
So I said that I wasn't able to find this invoice they were asking about, and a day later I received the following email:

Here at Razer, we believe it is our duty to protect the security of our customers. For the protection of your information, we are not able to proceed with providing you a Return Merchandise Authorization (RMA) to have your device serviced.

Kindly provide a copy of the order invoice following the steps provided on the Amazon direct link as mentioned on this email.

One or more of the pieces of information that was provided does not match what the records we have in our system. Please resubmit the following information:

1.  Product Registration
  a.  Please take a photograph of your device’s serial number clearly visible.
      i.  Please write down your case number on a piece of paper/post-it, and include it in the picture so both the case number and your serial number are visible in the photograph

2.  Proof of Purchase
  a.  Your proof of purchase should be a scanned copy of your sales receipt/invoice. Not a confirmation email of placing your order, or a pick-up confirmation email (if you picked up your device from a local retailer)
      i.  The proof of purchase should clearly indicate:
          1.  Place of business – including store #, address of the retailer, etc.
          2.  Barcode of the transaction
          3.  SKU of the product
          4.  Price Paid – including tax

  b.  If you purchased your device from Amazon:
      i.  Please send the PDF invoice of your Order
      ii. Click: My account > orders
          1.  Locate the transaction, and click “Invoice”
          2.  At the top of the page, click “print this page for your records”
          3.  Make sure “Save as PDF” is set as your Default

For more detailed instructions in obtaining your valid proof of purchase, please refer to this link below.
https://www.amazon.com/gp/help/customer/...=XXXXX4740

  c.  If you purchased from another e-tailer, please download a copy of your Online Receipt/invoice, and include it as an attachment

3.  Please include a picture/scan of a billing statement/utility bill, (gas, water, electricity, landline phone, internet or cable bills are acceptable) no older than three months, that shows the address on file and the name on file that you have provided

Sincerely,

Razer Support

I plan to Photoshop the picture they are asking for. But for the invoice I have no idea how to approach it.

So I'm asking for advice on that. Also, does anyone know what font does Razer use for their serial numbers?

Thanks in advance.

[mothered]

But for the invoice I have no idea how to approach it

The corrupted file method can be used, but It will be a lengthy process.

It requires pushing the rep to his limit to believe your side of the story, namely It's working perfectly fine on your end.

[SpainAmbassador]

But for the invoice I have no idea how to approach it

The corrupted file method can be used, but It will be a lengthy process.

It requires pushing the rep to his limit to believe your side of the story, namely It's working perfectly fine on your end.

Fair enough, I think that could work. I already sent them a POP that they accepted as valid, so it shouldn't be too much of a problem if they can't have this new one.

I'll update when anything relevant happens.

[bydrake7]

But for the invoice I have no idea how to approach it

The corrupted file method can be used, but It will be a lengthy process.

It requires pushing the rep to his limit to believe your side of the story, namely It's working perfectly fine on your end.

I definitely agree with you. The second option is to get a Photoshop PSD invoice or receipt generator from Amazon or any other shop where they sell the mouse.
Next time you should prepare better and be prepared for everything!

Edit: If you can`'t find anything you can also order the mouse online anywhere and edit the date of the invoice

[mothered]

or receipt generator from Amazon

This service does the job well.

However, It will most likely be cross-checked and come up as an Invalid Invoice.

Edit: If you can`'t find anything you can also order the mouse online anywhere and edit the date of the invoice

Fingers crossed they don't check the Invoice number against the purchase date.