Yeah open support case and RMA, the electronic circuit around trackpad needs to be replaced. :/

Well hopefully all are report to support for investigation.   Hopefully they fix it fast. 

Anyone can share which service center was able to repair it? Mine is going to Germany Ingram. Hopefully they have know-how and they don’t just send it back because they could not replicate the issue in 20 minutes.

I have one open from yesterday, they are so slow in responding 

Are you UK based? I am in the UK and from what I can see it would go there too 

EU, not UK.

Ingram Micro in Chandler, AZ - this center knows how to fix it per reports. Let see if the German Ingram guys are up to speed too, if they return laptop and it’s still not working, we can try to refer them there.

it’s taking them ages to come back with RMA instructions / label, apprently they’re having problems with their own systems. would like to get this done asap. 

It’s also because of Fedex. Chase your case agent.

So I am currently getting a dose of why people say razer support is very bad. My ticket was opened on the 24th.. Tuesday they came back to say ok we approved an RMA but we have an issue with your RMA link (what does that even mean, isn't this a straight forward ticket that should be opened?)

"We understand the urgency of this repair and are committed to ensuring your equipment is back in optimal working condition as swiftly as possible. But we apologize for the delay as we are encountering a rare system error upon creation of the RMA link for your device. But don't worry, we have already escalated this case to our internal team for the system issue. Once it is fixed, we will get back to you with the RMA link as soon as possible."

They have been sending me the same message for the last 3 days and they only reply once every 24 hours at the same time of day.

Man I am getting worried here what I got myself into. 

Got an update from support today:

“

Issue: Trackpad not responsive or lagging.
Diagnosis: Mouse movement stopping intermittently.
Repair Action Taken: Replaced conductive tape.
Your repaired device is now being prepared for shipment back to you.

“

Replaced tape, does not sound great, but let’s see. If the issue is still there, then I am escalating and asking for a immediate refund. Premium priced Blade for 4k gold, no chance I will be sending this back and forth to repair center multiple times. 

Once it’s back, I will give it at least of 48-72 hours of use, then I will provide some feedback here, if it was solved or not.

That sounds like a total waste of time, hopefully it works and they didn't scratch up the machine. Mine will be with the Germany team tomorrow. What was your time line from delivery to Germany to completed repair? 

23 May - I gave it to Fedex

28 May - Received by Ingram Germany repair center

3 June - Updated case, they are sending it back now

So I assume it will be here by the end of the week or early next week, then I will test it properly. If I get the laptop and the issue starts happening in the first 15 minutes, that will be nuclear.

Thanks my time line is similar to yours they will get it Wednesday, I expect end of next week I should get it back too. Good luck to us both 

Anyone else received it from Germany Ingram after repair and can share their experience? Or sending it there too?

I'm more concerned they will send it back with scratches and dents. 

Unbelievable. Every step is painful. 

 

Any news?

They’ve had mine for a week and I had to email them for update. They said it was a faulty motherboard and they are testing another one...

It should arrive tomorrow, it’s still in Germany Fedex facility. I will test it for at least 24-74 hours to make sure it does not start doing it again next day. I asked Razer to keep my support case open before I test it properly.

If it starts lagging again within 15 minutes after I open the laptop (returned from repair), I will ask for refund, not acceptable, waste of everyone time, money, brand reputation. If they refuse, I will ask for a phone number - support manager / escalation contact for EU and call them.

Can you please share your case details? Just these lines:

Repair center: Germany Ingram
Issue: Trackpad not responsive or lagging.
Diagnosis: Mouse movement stopping intermittently.
Repair Action Taken: Replaced conductive tape.

Same.

Which repair center? Arizona/Germany/Taiwan?

Based on other user reports I provided information that Arizona Ingram was able to fix it with trackpad replacement, Taiwan some reports mentioned they did not know what to do about it and returned it broken back to customer, Germany they replaced “tape” what’s gonna be the outcome, let see. I provided links and this information in my support case before it arrived in Germany Ingram.

Return it broken oh 5hat makes me angry.   That's for updates on what going on. 

Arizona. I emailed them to ask if I am getting a new motherboard or refurbished. No way I should be getting refurb but just checking.