For mods/ admins: This is meant as feedback/ recount of my experience with Razer. It is not hate speech or anything as I have always been a great fan of Razer, but I think other buyers should be aware of what they are paying for. It's not against any rules to share my experience, unless you are proponents of censorship. Summary: - Razer has quality control issues (eg: man o war, planned obsolescence of blades that spoil exactly after 1 year warranty) - Poor support - Lack of responsibility So if those are what you expect when paying a premium for their item, feel free to support them. What happened: I've always been a great razer fan and biased towards it, so when people complain about terrible razer product quality and support, I've always pushed them aside, until it occurred to me. Like many other users, I had a Razer Blade, but within a year, the battery bloated, not only posing a safety hazard but also affected utility of it. Started an RMA and here's where all the issues came in. 1. They could not creating a shipping label for me, I was told to go down to service center myself, in the middle of my exam period. NO other solutions were possible, not even temporary laptop to use. Ended up wasting almost 6 hours there despite multiple emails to them beforehand. 2. Their repair center is unreachable. No public transport nearby, no shelters. I had to walk there under the rain and ended up with 4 blisters on my feet. Asked them if they can ship it back to me after repairs, was told $30 just to do so. Even buying on the website is free shipping or max $10. 3. I told them a lot of times I need it for my university applications, so I can use it without battery first, or if they can repair it fast enough. They promised me again and again it won't take more than 3 days, even going so far as to say they will not do diagnostic tests after repair if that will cause it to exceed 3 days. 4. I trusted razer, I left my pc with them. 3 days passed, no news, 4 days passed no updates. My application deadline was near, so I called them. I was told by them that their repair center do not work on weekends, and there's NO ONE, not any management etc who can help me out, and I have to wait until Monday (7 days after I first sent the device in) to even get a reply. Nothing they could or willing to do, kept repeating I can ONLY wait until Monday, which is past my deadline. 5. Saved up all my pocket money for years just so I can get a razer blade, gets screwed over so I guess now I can only miss the deadline. At least Im lucky my device spoilt just before the 1 year mark, so it was under warranty, many other users were not so lucky, their device spoilt right after 1 year mark, and repairs + labour costs up to $200-300. Summary: Razer's device has quality issues, Razer does not offer support/ help other than the actual "fixing" of it. Razer does not keep their promises so don't expect anything. I mean if you could not meet the promise, don't make it, or at least notify me, instead of keeping quiet and I have to call personally to find out. Where's the responsibility? I've always been a great fan of Razer, all my peripherals are theirs, but lately I noticed their standards have dropped way too much. From quality issues such as Man O War and laptops, to poor service, to bad software. It's possible that due to their focus on expansion, they forsook quality and their customers. When a company stops being responsible, it is our duty as fans/ consumers to keep them responsible. I hope to use this chance to bring to their attention so they can improve. I'll still continue to support one of my favourite company because I believe they can improve. @mltan is my alumni, his face is pasted all over our school. I've always looked up to him and I believe he still knows the Rafflesian Principle of Honour, and to take responsibility for his company. However, if ure a student/ need ur computer for work too, I suggest looking elsewhere with more stable platforms until they fix their issues. For example, Apple (which also charges a premium like Razer), is able to provide temporary replacements to use while ur item is being repaired, or they offer on the spot repair in apple store. Their devices is known to last many years unlike the 1 year reported by most blade users. All this negative things, I do wish to shine some light on the good side I encountered. Their support staff is generally nice, albeit limited by their policies. They did offer me free shipping after repairs but only after multiple emails and escalating it to management. I sincerely hope they can start listening to their consumers and improve. If you have similar experiences, do share them here to bring this to their attention. Tag the admins will help too! @Razer.WolfPack Very important and disappointing update for everyone: tl;dr : the support blatantly lied multiple times If any staff wants to argue about this, please release the recording of our conversation. So today is Monday (7 days since I sent it in for repairs), the day I was told to call them again to reach senior management, this is what happened. I called them, asked to talk to a senior management. (I dont usually write support names, but I think I need to identify them to help Razer with internal investigations). This support staff, "Ryan" (who wasnt willing to give me his full name), picked up the call. He was the exact same person who called me on Saturday. I asked him to redirect me to a senior management, told me to wait, put me on hold for 10 minutes, then answered the phone again and said he was the "senior management". For those who dont remember, he was the exact same "Ryan" who told me on Saturday that there was no senior management available to help me and I had to wait till Monday. This time he redirected the call to himself as senior management and the title he gave himself this time was "razer systems technical support team senior manager". While it is possible they have a support staff and a senior both with the name Ryan, they talked in the exact tone, exact rudeness and exact broken english. He was also rude on the previous call but I don't prefer naming people, but this is too much to be acceptable. I asked to check what's the status and what can be done, guess what he told me? He told me that I have lied about them promising it to be done within 3 days (literally just taking out a battery putting a new one in, can be done in 0 minutes), and that they never promised it (despite being clearly written here on their service request form). Instead he said this will take another week (2 weeks in total for a small battery to be repaired). I asked if there's another senior that I can talk to who can help me out, I was told I could only reach them via email and theyre not available to answer calls (which I was told previously by RYAN that if I called on Monday I would be able to talk to their senior, so for those who told me its normal they dont work on weekends, you can see how this isnt possible either), which I have actually tried except that they did not reply to my emails. When asked if he could get them to check the email, he just said I have to wait 48 hours and there's no other choice. Throughout the call, he would fake that the line is cutting out, even though I could hear his background clearly and him laughing to someone else in the background, and would often cut me off mid sentence when I was talking. Lacks even basic respect. And he just repeats that there's nothing he can help me other than for me to wait another week to get my laptop back. Summary: - Razer does not care about its customers AT ALL. - Ryan lacks basic respect, luckily I managed to keep my cool and try to talk nicely to him - Ryan lied that on Saturday there was no senior there - Ryan lied about the line cutting out - Ryan claimed I lied about the 3 days repair (uh, why would I? It's written in black and white, asked me to send proof which I did, even though they have a copy there themselves, and if it was more than 3 days I wouldnt have left it with them) - Essentially he meant "I dont care, you have to wait 1 more week we arnt going to help you" This is honestly the last straw for me. Nowhere on Earth is this kind of behaviour by such a big company acceptable. If this Ryan is a representative of this company, and there is no other person whom I can get in contact with, something is seriously wrong here. At this stage I've given up on getting any help or even any sense of responsibility from Razer, and will try to submit using my phone (luckily i backed up my documents given past experiences by other users) Razer has lost a big fan, and I will help spread this to everyone I know until they fix it, I would gladly return and support them. Let us all refrain from purchasing Razer Products for a while until they decide to listen and fix their issues unless you wish to support this kind of behaviour. Tag their admin until they bother to do something about it. Despite all these negativity, I do wish to bring to light and thank some amazing support staff I have talked to. I dont want people thinking all support staff are bad, they are generally nice people, but their management is completely terrible. Their lower support staff usually are nice to talk to but they are limited by their protocols, so if they cant help you, please understand them that it is not within their means to do so, which is all the more reason why we need to bring this issue up to their management's attention. List of amazing support staff Ive talked to: Jan Lorenzo O Jerry M Armand L. John Paulo L. and many more!