Originally posted in r/mechanicalkeyboards:
First time posting. My Razer customer service experience was so bad I had to write about it, but here’s a general overall review to go with it. Written on my phone so I apologize in advance for any typos.
I’ve owned a handful of keyboards since I started gaming on PC in 2019. I haven’t kept perfect track but I’d guess I’ve purchased maybe 20 different keyboards since then. My purchases were mainly from Best Buy since they have a pretty straight forward 15 day return policy but I also tried a few Amazon budget boards and online store purchases from brands like Ducky and Glorious. I played around with sound dampening and lubing switches but have to yet to make the leap to complete custom keyboard fabrication like a lot of the awesome keyboards I’ve seen on this forum. I play all kinds of games but mainly gravitate towards shooters like CS2, Valorant, Apex Legends, etc. but I also have a few thousand hours of RuneScape and slower paced games. That being said, I’d say I have a pretty exposure and knowledge of keyboards and customer service.
When I saw the Razer Huntsman HE Magnetic 8KHZ for $120 at Best Buy I have to admit I was pretty curious and intrigued so I figured why not, let’s give it a shot. Terrible mistake.
The Razer Huntsman HE Magnetic 8KHZ built quality was decent. The case is plastic but the top mounting plate is aluminum and pretty sturdy with a nice black brushed finish. I prefer little to no give while typing so the sturdy foundation felt nice to me. The switches sound okay, with that somewhat signature Hall Effect switch sound but seemed overall hallow to me. The key caps are high quality ABS with a matte finish that avoids fingerprints, which I liked. I’m not a huge fan of lighting but the default rgb cycling looked standard overall. I’d note that previous Razer keycaps I used had a hard time passing the light through the lettering, but these keys lit up nicely even at lower brightnesses. The provided cable it is sturdy and feels high quality as far as type C cables go. But that’s bout where the positives ended for me.
I plugged in my new keyboard, downloaded and installed the Synapse software, and started looking at different settings. By now I’m sure everyone is familiar with settings like snap tap, rapid trigger, snap flex, etc. so I won’t go into detail other than to say it has all the settings available through Synapse and the online Synapse Beta, but you can only access certain features like individual key calibration through the installed Synapse software only. I’m not a fan of Synapse running in the background so I updated the firmware and uninstalled, opting for the online beta.
During initial typing tests I was disappointed to find I couldn’t go lower than 0.5mm actuation due to ghosting and stuck keys. This model also has a switch dead zone setting that sets a buffer with the options being Responsive, Medium (default), and Stable; I had to use stable below the default 1.2mm actuation for the same reason, ghosting and stuck keys. As I typed I felt as though I was missing key presses but then realized the keys were not registering at all. Entire words would be omitted. I typed for a few minutes, tweaked settings, and could not get the missed keystrokes to go away. I made sure I had the latest firmware and performed factory resets to no avail, it simply kept missing keystrokes. I took to the Razer Insider forums and created a post that was followed by a new firmware v1.03.0_r1. The missed keystroked continued.
During the same time I daily drove this keyboard to get a full feel for it, occasionally switching when it became too frustrating. During RuneScape, a relatively slow paced mmorpg, the keyboard would completely freeze. I guessed it might have been the polling rate so I set it to the default 1khz profile and tried a handful of other setting tweaks but it was persistent. I have a an AMD 5800X cpu, not the best, but I didn’t notice any frame drops or stuttering at all, so I don’t believe it was a hardware issue on my side. I thought Steam might have been the culprit so I set the Idle Gamepad Shutdown Timeout to Never since steam recognized the keyboard as a controller (a feature I believe is consistent across most analog keyboards) but it was not the solution. I made sure there were no redundant services running in the background such as razer game inputs and windows inputs, along with every other suggestion I could find in forums and through Google Gemini (4 Argon with extended thinking) and nothing has yet to work.
The worst part. About a week after reaching out to support through Synapse Insider I decided to open a Razer Support case through their AI support chat that eventually asks you to provide a video demonstrating the problem and proof of purchase, which I did. I received an email with basic troubleshooting steps, to which I responded that I had completed the steps and needed further assistance. The follow up from Razer was to wait up to 3 business days, after which I received a response to provide a video demonstrating the issue. I sent the same video as before and waited another day for a response. Razer followed up asking for proof of purchase, which I provided and waited another day for a response. Razer came back with the response I attached to this review. No suggestion of a replacement, store credit, or a solution in general other than essentially saying it’s complicated, wait for a software update. I was so invested in fixing this keyboard I completely forgot about the Best Buy 15 day return window. I could have also purchased the Best Buy warranty but I rarely if ever do, as this is genuinely the first time I’ve been invested in fixing a faulty product. I should have returned it within the first day. So if anyone is interested in a nice paper weight please feel free to reach out, accepting all offers.
TLDR; The Razer Huntsman HE Magnetic 8KHZ 65% came riddled with problems. Razer has poor customer service, I’d suggest not purchasing their products.