Problems with my Blade 15 order / Customer Support

Hi all,

Just wanted to check whether you have similar issues with Razer / Customer Support.

I decided (2 weeks ago) to buy the new Razer Blade 15, upon finalizing my order I realized that I (by mistake - which I still regret) selected the "Nordic lay out" instead of the "US lay out". I immediately contacted the customer support to change this prior to sending out my Blade. However, when I finally came through the queue and spoke to someone from Razer, I was told that my order was already being prepared for shipping. I was advised to refuse the Blade when it arrived, subsequently to wait for the refund and then order the correct version. So far no real issues, it just sucks that this causes a significant delay because of a misclick on my end.

So I reached out to the courier (DHL here in the Netherlands) who informed me that this was no problem at all and they would intercept the Blade and return it to Razer. Now, nearly 2 weeks later, my Blade is stuck in customs in the Netherlands on its way back to Razer. I understand from the courier (DHL) that they are missing an invoice from Razer to clear the customs and if that invoice doesn't come through the Blade will be kept indefinitely in customs untill it will be destroyed (!).

I have reached out to Razer customer support (who are damn hard to reach, no phone number to call, chats are always busy, tickets get rarely responded to) and they say 'not to worry' and they will look into it. However, this is already a couple of days ago and there seems to be no progress here.

So the current status is, I have paid for a Blade 15, have not received it, nor is it being shipped back to Razer because they are not providing the relevant invoice to the Dutch customs. Do you guys have any related experience / tips & tricks how to escalate this with Razer?

Thanks a bunch!
Rick