Bad experience at Razer from purchase to support

Discussion in 'Razer Support' started by ahelminen, May 7, 2019.

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  1. ahelminen

    ahelminen New Member

    I decided to write this in order to convey one experience as a Razer customer, hoping that

    a) Razer might step up their game in the future and

    b) other potential customers will be aware of what they could be wading into.

    I started out wanting to buy a top-spec laptop which I would be able to use both in work and gaming. As a PC equivalent of a Macbook Pro with some gaming chops added on, I decided to choose the Razer Blade 15 Advanced. I assumed that buying a laptop online would be business as usual, ie. give money, get a laptop, spend a minimal amount of time and effort. Wrong I was. Before selling me the laptop, Razer demanded proof of my identity with choices such as calling me at my workplace or a conference call with my bank. Seriously. I was blown out by how difficult Razer makes the purchasing of a computer. After several hours of back-and-forth with customer service chat, they got things forward to another "higher up" team which takes days to get back to me. As this didn't work out fast enough I had to get my Blade from a Best Buy in the end. It was easier to buy my house than to try to buy a laptop from Razer.

    So eventually I got my Blade, which looks great and games well. After six weeks, however, my Blade starts to show its quality. I start getting weekly BSOD's and hangs and the sound of the speakers is severely distorted. There is also notable backlight bleed. I get in contact with support and reinstall audio drivers as instructed, no help there. As I bought a premium laptop for $2,5k I expect way better in both quality and experience, so I demand a refund having already noted in the original support ticket that the laptop was purchased from Best Buy. The support agent replies courteously via e-mail and asks me to fill out my details if I wish to "proceed with the refund". I give the details, and in the next message the agent tells me that "Since your laptop was purchased from Best Buy, you need to contact Best Buy to process a refund. However, if you wish to proceed with a replacement, we can provide you a brand new replacement for your laptop.". And again, they knew from the start when and where the laptop was purchased from. Then the following message does another 180 in a yet worse direction, saying that "Also, laptop unit replacements are only applicable if the unit is equal or less than 30 days from the date of purchased. If it's more than that, we can offer an in-warranty repair for the laptop." And the message goes on to ask me of the same details I gave 2 mails ago. In three rounds of customer service e-mails with the same information I gave from the start, we've gone from refund to replace to repair. What's next?

    This is where I'm at now. I refused the repair, still demanding the refund. I believe firmly that if a premium product turns out to be laden with problems, you should be able to get your money back and walk away. I'm also utterly disappointed at the customer service experience from buying the product to giving it back, considering the awful experience it has been and the time and effort that could've been directed at something way more productive. Maybe I should've just taken the hint when it seemed that Razer didn't want to sell me their product in the first place. It's such a shame as they make some of the best-looking PC laptops on the market.
     
  2. Razer.RedPanda

    Razer.RedPanda Guardian of the Forest Staff Member

    Hi there! I'd like to take a look at this. Can you send over the case number to me through PM? Let's continue there.
     
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