Experience with Razer Warranty & Support

Discussion in 'Systems' started by Dat1224, Jul 13, 2017.

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  1. Dat1224

    Dat1224 Member

    Ok i'm just gonna get straight in.

    After I reset my Blade ( F9 recovery mode ) because it running hot ( unreasonably hot ) and lag, it suddenly turn off and cannot turn back on again ( no screen, keyboard backlight ). I let it rest over night and it turn on on the next day, but then I realize it can no longer detect my dGPU ( GTX 1060 ). I contact Razer ( LIVE CHAT is awesome ), the support was very nice help me troubleshoot but no chance. So I had to sent it for repair ( lucky it just 8 months or else probably gonna get charge a lot to replace motherboard ). Took it 2 days for them to receive it 2 days to repair and 2 days for it to come back. ( 8 days in total cause of weekend ).
    Over all the experience I got was very nice. They even clean the screen and keyboard for me ( it was dirty when I sent it ).

    I want to share this since I saw a lot of bad thing some people said about bad Razer support and I really want Razer Laptop or it company grow cause I love Razer Blade since the first time I saw it and would love to buy their future product ( I got a Lancehead Wireless and Mamba TE also ). TBH I was scared after they said I had to sent it in for them to repair, but after it all done I can safely said that it wasn't bad at all.
  2. Joikansai

    Joikansai Well-Known Member VANGUARD

    Good to know they are cleaning the Blade when you send it for repair, since 2014 till now owning their systems from tablet to laptops i never had hardware problems but i will send it for diagnosis or whatever a month before guarantee expires in order also to clean it, because i only use it without cleaning it periodically;)
  3. Dat1224

    Dat1224 Member

    Yeah it seem like they took a good care with my Blade. Still i believe it is the standard in U.S, not sure about other regions. My laptop now work like a champ just as good as the day i bought it, and the heat seem to be better now ( guess they clean the fans and heatsink too )
  4. njgecko

    njgecko New Member

    I'm glad to hear that too. I'm in the midst of dealing with support and have found it very mixed at best.
    My brand new 13.3" stealth started acting very erratically. Crashing, hanging, etc. I tried to reset it, but it looked like the recovery partition was corrupt. So support said they would just swap it out. They said they would be in touch with me for details. The next day I got an RMA number, and was told there would be a fedex label coming. I never got it, I had to request it. Then I got one email that said to include all accessories, and another email saying don't include any.
    Laptop was received on a monday according to tracking. Called tuesday to ask about status for a replacement, they said give it 24-48 hours. Tried to get an update the next day, they didn't have one. Waited another day, they said the factory would be reaching out to me. I asked if I could contact the factory, was told no.
    The next day I was told to wait another 48 hours. I complained that 48 hours ago they told me to wait 48 hours.
    All they could confirm was that my laptop was received. And then I just got a fedex notification that something was being shipped back to me.

    So a very frustrating week with no consistent and reliable communication has me disappointed, but my replacement should be here tomorrow....
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