Experiences with Razer support & repair? RazerBlade has been with Razer for 5 months.. | Razer Insider

Experiences with Razer support & repair? RazerBlade has been with Razer for 5 months..

  • 15 July 2020
  • 6 replies
  • 25 views

Dear Razer user community,

I´d like to inquire, if you have experiences with Razer´s repair service? We have a RazerBlade 15 advanced which was involved in an accident and got a dented frame. After sending photos and self-diagnosis files to Razer, we were promised a repair within 2 weeks and sent the laptop to Razer´s repair centre in Germany. However, it has taken much longer than originally promised. Razer has had our RazerBlade since 20 February 2020 - as today is 15 July 2020, we are rapidly approaching 5 months. It¨s a part of the story, that Razer asked us to pay a relatively large repair fee in April. Since then, Razer keep informing us that they are waiting for a response from an internal department whether spare parts or a replacement will be available. No information about the expected waiting time is provided....

I´d like to ask, if other users have experienced similarly long response times - and if anybody has actually managed to get their Razer laptops repaired? Is there any tips and tricks about how to get in touch with a responsible representative of Razer, who could take action in such case? We have proposed several ways to solve the case - such as reimbursement or that we pay extra to get a laptop actually available, but no response from Razer. Any suggestions are most welcome.

Thanks in advance,
Best,

Bjarke

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6 Replies

Hi
Ja in so einem Fall kann es sehr lange dauern. Hatte auch mal mein Blade 13 in Reparatur. Zwar Garantie aber ich musste auch 6 Wochen warten. Das erscheint mir schon sehr lange. Verstehe ich das richtig, ihr habt schon bezahlt aber Razer hat die Ersatzteile noch nicht?

Hi
Yes, in such a case it can take a long time. Had my Blade 13 fixed once. It had warranty but I had to wait 6 weeks. That seems like a very long time. Let me get this straight, you already paid for the parts but Razer doesn't have them yet?
Userlevel 7
Moin,
Erfahrungen sind unterschiedlich....wait why I speak German:big_grin_:, well the experience might different depends Laptop condition and nowadays conditions:wink_: Yeah due this pandemic might took longer, however back in 2017 I had repair experience here in Germany they said around 2 weeks but was like a week, sent on Friday and back to my door next Friday, didn’t expect so fast though maybe they have plenty time not so busy since repair center at that time not only repair Razer laptops.
From my experience (note also Before pandemic) calling EU support in Hamburg make the progress faster, and on top of that what great is die sprechen auch deutsch:big_grin_:
Hope you’ll get faster response toi toi toi
M-S-G
Hi
Ja in so einem Fall kann es sehr lange dauern. Hatte auch mal mein Blade 13 in Reparatur. Zwar Garantie aber ich musste auch 6 Wochen warten. Das erscheint mir schon sehr lange. Verstehe ich das richtig, ihr habt schon bezahlt aber Razer hat die Ersatzteile noch nicht?

Hi
Yes, in such a case it can take a long time. Had my Blade 13 fixed once. It had warranty but I had to wait 6 weeks. That seems like a very long time. Let me get this straight, you already paid for the parts but Razer doesn't have them yet?


Hello. Thanks a lot for your message. Your 6 weeks waiting time is indeed a long time, but the 5 months we have been waiting to get our Razer laptop back is unacceptably long. Yes, we got an invoice in April (3 months ago) which we paid, as we were promised a solution. Since then, we have been waiting for Razer......
Joikansai
Moin,
Erfahrungen sind unterschiedlich....wait why I speak German:big_grin_:, well the experience might different depends Laptop condition and nowadays conditions:wink_: Yeah due this pandemic might took longer, however back in 2017 I had repair experience here in Germany they said around 2 weeks but was like a week, sent on Friday and back to my door next Friday, didn’t expect so fast though maybe they have plenty time not so busy since repair center at that time not only repair Razer laptops.
From my experience (note also Before pandemic) calling EU support in Hamburg make the progress faster, and on top of that what great is die sprechen auch deutsch:big_grin_:
Hope you’ll get faster response toi toi toi


Hello and thanks for your kind suggestion. I think I am in dialogue with the EU support already by e-mail already. They repeatedly tell, that they are waiting for a response from an internal department, but they are never willing to speak about another solution than just waiting. I will try to give them a call - in case you have a German phone number at hand, it would be great to receive. There are no phone numbers in their signatures - they sign themselves as from "Razer VIP Response Team", but have for months proven unable to remedy the case. Thanks again for sharing your experience.
Userlevel 7
BjarkeB
Hello and thanks for your kind suggestion. I think I am in dialogue with the EU support already by e-mail already. They repeatedly tell, that they are waiting for a response from an internal department, but they are never willing to speak about another solution than just waiting. I will try to give them a call - in case you have a German phone number at hand, it would be great to receive. There are no phone numbers in their signatures - they sign themselves as from "Razer VIP Response Team", but have for months proven unable to remedy the case. Thanks again for sharing your experience.

Dial Hotline Support Europe i think it’s free from germany cell phone, when I’m right remembering, asked when called them. And share them your ticket number.
Userlevel 7
That must be really frustrating. However, it doesn't seem right to me for you to offer more money to get it fixed faster. The ridiculous amount of time that it has taken (and you still don't have your laptop back) would make me think that they should compensate you, especially if you had some of the warranty period remaining after you sent it to them. They shouldn't have accepted your laptop without knowing what they will do with it or if parts or a replacement is available.