I just had to jinx it, didn't I, Razer? The moment I wrote that you have some good support people, you just went and screwed it all up again. So much that I am now considering to go buy a different mouse just so that I do not have to use yours.
I have been using Bluetooth connection for the mouse from the start, since I do not really need high polling rate for my daily needs. But I had some keyboard chatter that I was investigating with Corsair (there will be another article related to this), and to rule out any issues with Bluetooth I switched the mouse to dongle as well. Turns out it even woke up a tiny bit faster in that case (not always, but that's besides the case). But it had a side-effect, that it woke up my monitor if the mouse went to sleep while monitor was sleeping. I was able to confirm right away that this is happening specifically when using the dongle, even when using latest firmware. So I wrote to support, and it started quite ok.
I reported the issue, they asked me some question, most of which did make sense. I recorded a video for them, also noticed another issue with battery notification (and recorded a video of that). We seemed to be in agreement, that since this was happening even without Synapse and was not happening with Bluetooth, it's likely firmware issue (most likely on the dongle, since it's separate). But then first weird things started happening.
Suddenly I was recommended RMA and they "lost" connection to my account, I guess? Probably because I changed my email in the profile, and it looked like their system can't handle it properly, because support system is, of course, separate from the... Whatever the other one is supposed to be called. Weird, but not necessarily bad.
Until I received an automated message that ticket will be closed soon, replied to it, was assured that everything is fine, and... The ticket got closed. My annoyance rose, but still understandable, kind of (regularly remind Proton that they forgot to set the ticket that it's not waiting anything from me). So I opened a new ticket.
Nothing special then. They apologized for inconvenience, and then I got another bunch of automated emails. This time the ticket did not close automatically, but I used that as opportunity to ask for an update, and that's when things started to go off the rails.
First they forgot that I already confirmed that I have latest firmware and software. Then they started insisting on a call. No explanation as to why they need a call was provided. This is even weirder than suggested RMA. Then they escalated the ticket and I got a bunch of new automated emails without the ticket being closed (thankfully).
Then they again said that this is hardware issue (without real evidence of that). When I pushed back, they escalated this further (I thought they already did that?). Starting from next message I am, supposedly, speaking with "Senior" support people. They asked me to ensure that "Allow computer to turn off this device to save power" is checked (marking, because it will be important later). Problem is that they though that my issue is that the mouse wakes PC when it's sleeping, which is not the case. They asked again about Bluetooth, I copy-pasted my previous answer, and clarified situation with the cable (which is not even relevant here, since the mouse does not go to sleep when used over cable). They asked to use Logs Collector (which now sends data automatically, which is an improvement), but once again forgot, that it actually collects MSInfo and Windows Events, but I provided those as well.
They kept insisting that I need to disable the "Allow this device to wake up the computer" option. The one that they wanted me to ensure is enabled earlier. But nevermind the contradiction: I am losing my cool already (and I know that I may sound aggressive, too), because they are ignoring me telling them, that this is not about PC Sleep, but about monitor. I provide them links to help educate them, and record another video, showing, that the checkbox is irrelevant, and that issue does not replicate under the same conditions, but when using Bluetooth.
What transpired next infuriated me. I was aggressive now instead of being potentially interpreted as aggressive. So it started with them suggesting to disable USB selective suspend feature. For those who do not know (because most people will not bother with this setting at all), this is a feature that allows Windows to disable power to USB ports that it detects are not being used. Essentially, if there is nothing plugged in, or if there is something plugged in, but it's not communicating with the PC - port will be put into a low-power state to... Well, preserve power.
I do not think this is in any way relevant, so I ask a legitimate question of :how is this relevant?". Question is ignored, and I am told to just do that. I reiterate my case and my question in more words now. Also once again asking if they tried to replicate the issue for themselves. Again I am ignored, asked to just do what I am told, while now also claiming that I mentioned, that I have not tried testing without Synapse. This is where I completely blew my fuse. And reiterated over everything once again.
Do you think I got an appropriate response from a "Senior" technical support person? No. My questions and concerns were ignored once again, and I got another bot response. I reiterated my 2 main questions once again and let them know that the conversation will become public, which it now is. I know it won't matter much to Razer, but maybe it will dissuade some potential buyers of their products.
Whatever response I get from them (if any) - I will update this thread to keep everyone in the loop.
