In the time of ownership the device had an issue with the touchscreen where it did not work. I RMA'ed the device on 18th July 2019 I opened the case and only on 29 September2019 did they RMA the device. I received the device back in October 2019.
Come January 2020 the Touch screen failed again. I opened a ticket on 17th January and I sent the device back for an RMA on the 21th January to get the device fixed. They stated it would take 7 days to repair but nothing came of this. Then they came back to me on 4th February 2020 that they received the device. I persisted to get a status and only on the 4th of March 2020 they came back to me stating I needed to make a payment to replace the screen or pay £80 to return the device back to me. I paid to fix the device.
Razer then started to waste my time, with messages of the device is still in repair, they can't get the parts to replace the screen, then for replacement they argue they don't have any stock or tried to replace the device with a lesser specified model then that I purchased. up until 2nd of July 2020 when they just replaced the device. Now come on 25th November the device stopped working fully and not even turning on. it is completely shut down and despite charging it numerous times, the device does not come on and now I am left with a laptop that does not work and that is affecting me severely with my work as we all are working from home and this is my primary laptop for work purposes.
The mental toll this has taken on me is exorbitant. The device was intended for my work as I am a freelancer. I hoped that a device that cost 3k would have the build quality that one would expect. Because of Razer I feel that I lost my role at a company in September 2020 as I could not provide work to the standard that was expected. I required a device with a GPU to build AI and ML models. The device was my bread and butter. Because I didn't have a working device for 13 months in my ownership. This is very stressful when you don't have the tools to perform a job. Razer should acknowledge this.
I am an only child with parents that are in extremely critical condition. Both parents are diabetics. My father was brutally assaulted at his Law practice abroad where armed gunmen attacked him. Now he has seizures and requires me to be there for him.
I have to work from home most of the time and my laptop is the most precious possession for me to perform my work duties and be there for my family.
Having to constantly lecture Razer on the laws is not what I have time to do. It starts to cause mental pressure on me and it is seeping into my personal and work life. i also have trouble sleeping at nights due to the stress and anxiety this laptop has caused me.
I have allowed Razer to repair the device twice and allowed you to replace the device. Thus I am well in my right as an EU and UK consumer to ask for a full refund of all the costs that Razer has caused me. The 14 days cooling off period does not apply to me as your products are defective and are not as described. No laptop should only last 6 months and definitely a device that cost £4,299.99 (RRP) which the replacement unit cost or even the (£2,759.99) for the device I purchased.
Given all the anguish and inconvenience I would Like my money back for the device £2,759.99, the extra charger (£129.99), The price of replacement of the device (€550.45 EUR/£538.82 GBP), and the price of the protection decal and screen protectors that costed me £60 twice.
I can't afford to keep a device that keeps breaking every 6 months with fixing the device at a cost of anywhere from £550 to £2,759.99. so Razer Please refund me what I ask for or my legal council will take action. This will also incur me extra costs which I cannot afford.
The EU/UK Consumer Rights Act 2015 makes it an implied term of the contract I have with Razer that goods be as described, fit for purpose and of satisfactory quality.
As Razer are in breach of contract and I've owned the product for less than 6 years and a previous attempt at repair or replacement has also failed, I am within my statutory rights to ask for a refund of up to 100% of all lost costs by the manufacturer.
But till to date Razer will not acknowledge that they need to refund me all my money.
So to anyone looking to get a Razer Blade 15 save yourself and go by an Alienware, at least Dells customer service will treat you like a human being