Failed Razer BIOS update voids warranty?

Discussion in 'Razer Support' started by Metolius, Mar 19, 2021.

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  1. Metolius

    Metolius New Member

    Greeting insiders and Razer support staff -

    I have a Razer Blade Pro 2020.

    I performed a BIOS update using the utility provided on the drivers page for this laptop. During the process windows had a blue screen and it crashed. Now the laptop will not power on successfully. After pushing the power button the keyboard lights up in the default rainbow pattern and the power light slowly flashes. The fans do not spin, and the laptop does not boot successfully. There is nothing on the screen. I can power down the laptop by holding the power button.

    After spending some time with Razer support to start an RMA they indicated that my warranty was void. Here is what they said:

    Upon verification, it seems like the issue occurred because of the BIOS update itself and not some underlying issues that was present prior and that changes things as it voids the warranty of the laptop. That is why this repair is not covered as per our Razer Warranty Policy.​

    This seems unreasonable and deceptive:
    1. Razer advertises this laptop as having high speed memory / XMP support
    2. That functionality is not available with the stock BIOS
    3. The update process is supplied by Razer for use by customers
    4. I used the utility in good faith to enable the advertised functionality, but due to some glitch it failed
    5. My laptop is now not functional and Razer will not repair


    If anyone could help clarify which condition of the warranty applies to this situation I would appreciate it.

    Thanks!
     
  2. Razer.Speedcr0ss

    Razer.Speedcr0ss Speed Hunter Staff Member

    Hi there! Thanks for initiating this thread. Sorry for the inconvenience. I need to clarify and get our Support Team's feedback by notifying them. Please send me your email address or case number via PM so I can check its history. I'll be locking this thread now.
     
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