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Is warping around Razer 15 screen normal?

Discussion in 'Razer Support' started by jdsommer, Jan 23, 2020.

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  1. jdsommer

    jdsommer New Member

    I got the Razer Blade 15 and noticed that the chassis around the screen was slightly warped so that it wouldn't close flush to the laptop (except when I pressed it down with my finger.) When I called tech support to ask about it they immediately told me to send it in so that they could give me a new one. Since then I've seen videos reviewing the laptop and, despite giving the laptop great reviews, their screens seem to have a similar warping.

    Has anyone else noticed this on their laptop? Is this slight warping normal on the Razer 15? My unit worked perfectly when I sent it back and the bend is subtle enough that I can't quite tell whether or not that is just how the computer is designed.

    Also, on a side note, Razer suppport has been somewhat disappointing. They told me that they would send back my laptop in 3-5 days but it's now been over a week since they've received my laptop. I've called to ask what was going on and when I could expect it back but that hasn't helped.


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  2. Razer.Caziel

    Razer.Caziel I am the Lightbringer Staff Member

    Chassis warps are never normal and the Blades definitely do not have slight bends on that part of the display panel. That said, I would like to review your case so I can check what's causing the delays. Please PM me your ticket number.
     
  3. jdsommer

    jdsommer New Member

    Quick update in case anyone other than tech support ever reads this:

    After calling Razer support over and over again I was eventually directed to a supervisor who revealed why it's been taking so long to get my laptop back. Apparently the laptop was received and processed by their warehouse quite a while ago but the warehouse that it was sent to is out of stock and could therefore not send me a new one. Why Razer can't just send me a laptop from the same stock as their online store uses I do not know. In any case, since there is no telling when this warehouse will be restocked the supervisor offered to refund my purchase so that I can by a new one. Once I receive my new laptop I will create another post that describes my interaction with Razer's customer support in more detail.

    I would also like to point out that Razer.Cazial just responded to my PM that I sent 5 days ago. Obviously there was nothing that they could do since I had already spent hours on the phone with customer service finding a solution to this problem.

    We'll see if the chassis is bent on the new model I receive but in the meantime I challenge Razer.Caziel to send me a picture of a Razer Blade 15 that doesn't have this warped chassis.
     
  4. Razer.Caziel

    Razer.Caziel I am the Lightbringer Staff Member

    As far as I know, the online store's stocks are from a separate warehouse and are exclusive for the webstore, and our system does not allow stock crossovers. This is also why the team handling your case offered store credit or refund.

    I don't need to validate the previous claim. Isn't being refunded for the item in question proof enough? Now I understand that the situation we are in is frustrating, but going as far as challenging somebody is a bit too much don't you think?
     
  5. jdsommer

    jdsommer New Member

    Yes that does seem to be the case with the stock, I'm just saying that it's inconvenient and it seems like there is a better way to do it. I would like to point out that I was only offered a refund after calling 4 times, live chatting twice, emailing, and being transferred to a supervisor. It seems to me like I should've been offered the refund option as soon as the warehouse processed laptop and realized that they were out of stock.

    As for the laptop I'm mainly worried about whether or not the new unit that I am going receive will have the same bend. I will post a picture of the new unit once I get it and, unless you post a picture of a RB15 that you would consider perfect condition, we'll let my picture determine the standard for RB15's.

    You have to understand that after my experience with tech support and customer service I don't trust any of Razer's support staff. It's nothing personal, and I apologize if I came off as overly aggressive, but I've been lied to far too many times throughout this process to trust that you're not just giving me the answer that will make your company look better.

    In fairness though, as long as everything goes smoothly with this refund, I will be getting what I want in the end. If that is the case then I'd be comfortable saying that Razer support is adequate so long as one is willing to put up with delays and be assertive about what one needs done. Obviously I'm frustrated but I wouldn't choose to buy a new laptop if the customer service/technical support was unusable.
     
    Razer.Caziel likes this.
  6. Razer.Caziel

    Razer.Caziel I am the Lightbringer Staff Member

    I understand where you are coming from and I'm not here to invalidate what you've experienced with the Support team. Admittedly, we could've done better. I just don't want you to go past a certain point and end up having your thread locked for violating the house rules. Rest assured, we will do you right this time around.
     
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