3 Weeks of trying to order a product....why cant Razer sort it out

Discussion in 'Razer Support' started by AE86ToyotaLevin, Sep 9, 2018.

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  1. AE86ToyotaLevin

    AE86ToyotaLevin New Member

    Hello,

    I was wondering if anyone else has had a very poor experience with Razer when trying to order from their online store. I am hoping that someone important from Razer will read this thread and realize they are losing thousands of dollars and customers. If I'm having this much trouble I wonder if others are or have in the past. This also concerns me if I should progress with buying the products due to such piss poor support and I don't even have the device.

    My story starts 3 weeks ago. I decided to order the new 15in Razer Blade and Chroma stand after I saw a friend mine owning the device. I really liked it.

    I proceed to add items to the cart and check out with my AMEX because who doesn't want Sky miles! Within minutes the order was declined. I started my chat with Razer support and they said it would take 24-48 hours for someone from security to contact me to verify my account.

    72 hours later no one replied or called, so I chatted support again. This person said they will "personally" see to this is resolved (I heard that at least 5 times from 5 different support people).

    I waited another day and chatted Razer again and this time I got a phone call within about 30 mins. The security person said my account is verified and I can proceed to order when I get an email in another 24-48 hours.

    TAKING A DEEP BREATH... but I'm very confused its a computer/servers why is it constantly taking 24 hours to do stuff.

    Email finally came in and I proceeded to place the same order, but guess what the Chroma Stand was out of stock, annoying but I placed my order anyways. BOOM declined again.

    Started another chat and the same run around your account need verified, give it another 24 hours.

    72 hours later tried again BOOM declined. This chat person told me my account still needs verified, What the hell is there to verified? First Last name, email address, shipping address same as billing. I'm confused? But this person said I should try with PayPal. Fine, good thing my AMEX is on my paypal and Ive used it plenty of times before.

    PayPal order, boom declined....WTF at this point I chat support again (which is today) told me account still needs verified. I told the person stop jerking me around and pick up their phone and call the other department. Same bullshit again wait 24 hours. This person told me to order through their Amazon store. Well I would order but the Chroma stand is out of stock there, but Razer site its in stock. I mean for f sake....

    I told them I don't want to wait anymore to fix it. After a few minutes the chat ended not resolved. I declined to try some things. I tried checking out without signing in using PayPal and a different email address. Declined again.

    At this point I am going to check out the local store, but I've never had such a f'ed up half asses experience in my life trying to spend over 2,000 K on a device.

    Honestly someone from Razer if you truly care about customers pull up my account and look at the history of how bad this is. I don't see HOW or WHY its so hard to fix this. Someone from Razer even called me to say it was ok. I've worked helpdesk and this is just terrible.
     
  2. imReqi

    imReqi Well-Known Member

    I'm really sorry to hear that happened to you. It would be hard to keep a positive outlook on a brand after an experience like that. While I have yet to have such an experience directly with a member of the support staff, I can definitely sympathetize about product seemingly always being out of stock right when you want to order it. It's frustrating as hell and it drives me mad. It's like, "I am trying to buy your products and support your company, why won't you let me?" Your marketing is great Razer but in my experience, your supply chain management and retail logistics are a joke. Both customers and Razer staff suffer greatly because of it.

    I have the benefit of living near SF and have been to the Razer store three times. All of my experiences with staff and the store "experience" we're great. My first visit the manager showed me around the store, answered all my questions and showed me everything I asked about. He really put in the effort to assist me. I was sold. I basically wanted one of everything and was ready to buy it all that day. After over an hour of this wonderful staff members time and all he had to show for it sales wise was a Mamba TE that I left with. No Blade 15 in stock, no Nommo, no eGPU, no TE keyboard that I thought would be best for me, nothing else.

    That's what kills me. I don't know, I guess I built up too many expectations because of the clever marketing, but as a marketer and a business owner myself--knowing the advertising spend it takes to get people to walk in to physical stores these days--I am left scratching my head.

    The silver lining of my story is that I did get a new Blade the following day of my first visit. Manager thought I would be a couple weeks out, but was able to secure one for me on a stock replinshment of (4) Blades that the received that day. I dropped everything and rushed by into the city to get it.

    Every time I get a survey from Razer I answer the same way, "What could we improve?" Just have inventory. Close the sale. Meet the demand.

    I am a fan of Razer, but it's damn hard to be a customer sometimes.
     
    ChiefNieth, misterg36 and Kenserky like this.
  3. Chiemii

    Chiemii New Member

    rip man :slightly_sad:
     
  4. Razer.RedPanda

    Razer.RedPanda Guardian of the Forest Staff Member


    Hi there! I'd like to take a look at this. Can you PM me your case number?
     
    freakydoctor likes this.
  5. ItzArthur_

    ItzArthur_ New Member

    If your trying to pay monthly without the right credit then that's your issue
     
  6. AE86ToyotaLevin

    AE86ToyotaLevin New Member

    I was using my own personal credit card. I know this credit card works because A: I called them to ask them if it was on their end and B: I ran up to Best Buy and bought the laptop.

    There is other items that I wanted also so was the reason I was trying to purchase through razer.
     
  7. ItzArthur_

    ItzArthur_ New Member

    Im not talking about credit card. Im talking about credit. the credit number tells companies how much times your payment is correct on a monthly basis.

    if you're trying to buy it with a monthly payment you need specific credit. some companies need more credit then others


    best buy usually requires less credit then some companies like razer. I don't know exact numbers
     
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