Hello there, :smile_:
I wanted to ask if anyone has had their RMA packages lost at the Razer warehouse and how long their investigation took till they received a replacement.
My RMA started in November 2020, and it is currently 5th March 2021 ( I sent in my RAZER BLADE 15 ADVANCED). And I have yet to receive any replacement, nor the internal team contacting me regarding a replacement. They've confirmed the unit lost at their warehouse in December but seem to be really stingy about sending out my replacement. I also keep getting told that I'll receive updates in 2-3 business days and that I'm at the top of the VIP list, and I don't even know what, but it looks like basic lies to keep the customer patient, to be honest.
How was your experience? And how long did it take till you received the replacement unit because 4 months of investigation and no replacement unit being mentioned is kind of long, in my humble opinion.
Thank you. (my first post on here also :wink_: )
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I ordered a Blade 15 Advanced around late September 2020, and while I was trying to set up Windows I noticed that the facial recognition wasn't working properly/at all. I contacted support and after about a week of back and forth trying to reinstall Windows, drivers, bios, etc. I gave up and opened the laptop to find that the ribbon cable for the webcam and IR cam was completely torn. Keep in mind, this was a brand new laptop, not refurbished or used. I responded to the customer support conversation and told them my findings with an attached picture and said something along the lines of: I'm a college student, and this is my only laptop at the moment. I don't have the money to buy an extra one and my school is not offering loaner laptops to students right now because of the pandemic. Is there any way at all you can ship me a new one before I ship this one back for RMA? The response: no. Not possible unless we hold a charge on your card for the amount of a brand new one. Okay, that's fair, I suppose I can use my sister's laptop for the time being. How long will it take for the RMA? The day they received my unit, they said they were shipping a replacement and I would have it in my hands in 3-5 business days. The replacement didn't actually leave their warehouse for another 2 days, and wasn't delivered for another 8. Now, I understand that the blame can partially be put on the shipping service, but they didn't bother to contact me about that at all. And I understand that the RMA process in this case wasn't as bad as it could have been (definitely not as painful as yours sounds) but I'm more upset with the general lack of communication and the fact that I received a brand new, damaged product that I ordered directly from Razer. The thing that drew me to comment on this post is just the fact that the actual process for me took almost twice as long as they quoted me for and that there was a minimum of 24 hours between each email I received from Razer support, even if I replied within literal seconds of the previous message being sent.
It took weeks for me actually which is really inconvenient but i guess that's the normal process. But I'm glad that they provide me a new one which is perfectly working fine. One thing you shouldn't do if there's a problem that you think it's on the device itself, is NOT TO OPEN the device 'cause once it's open the customer support will ask you some questions about it, a proof like pic. or video of the product and opening of the device will terminate the warranty of the device even if it's new.
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