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HELP: Stuck in a never ending loop of customer service.

Discussion in 'Razer Support' started by The_Grey_Wolf_15, Sep 7, 2019.

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  1. The_Grey_Wolf_15

    The_Grey_Wolf_15 New Member

    Back in May, I purchased a RB15 2070 and it was great for about a month. The build quality, style, and components were everything I was looking for and then some. Then, out of the blue, my fans starting making these horrible metal on metal sounds, I got blue screens, and performance crashed. Jumping ahead, I was very disappointed at a $2700 machine breaking after 7 days, but Razer promptly sent me a replacement.
    That was in the middle of August. The new replacement had problems out of the box. Similar clicking fan noise, excessive coil whine, random restarts, the function keys randomly not working, an SSD that read and wrote about 30-50% slower than my first model (it is actually an inferior brand too not what I paid for), etc. TLDR: it sucked.
    I contacted support right away about this new model having a problem and i was forwarded to a level 2 tech right away. After giving him the list of problems, I was offered a repair. I said I am not paying for a repair and at this point I already had to send back one model and now wasted $110 on dbrand skins for the two models. I was offered a headset that I already own. I said no and either wanted a full refund or an upgrade (It had only been 2.5 months since I purchased the original laptop). They supposedly reached out for approval for an upgrade and I was then jerked around for almost 3 weeks only to receive a 2 sentence email saying that Razer will not fix this problem because they don't guarantee internal components (he was talking about my SSD). That may be valid, but all the other issues with the device have supposedly been swept under the rug. Additionally, there was no further mention of repairs or any assistance with the device.
    Currently, I am stuck in a back and forth with different customer service reps giving me different case numbers and not really answering my questions. This has been an incredibly frustrating experience as there is so much potential in these products. I'm not saying this is a bad brand and you shouldn't buy from them, but if you do then hope you get a good unit or be prepared to fight for one. Razer, I hope you have someone that reads these posts. Then maybe others won't have to deal with this issue again.
     
  2. Razer.SpeedCr0ss

    Razer.SpeedCr0ss Speed Hunter Staff Member

    Hey there! Thanks for sharing this to our Support thread. I can't imagine the hassle and the disappointment this caused you. Please send me a PM together with the case number/email address so I can pull up your record and review the case comments. Let's continue from there.
     
  3. The_Grey_Wolf_15

    The_Grey_Wolf_15 New Member

    PMing you now
     
    Razer.SpeedCr0ss likes this.
  4. Razer.SpeedCr0ss

    Razer.SpeedCr0ss Speed Hunter Staff Member

    I replied to your PM, thanks!
     
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