Razer Support Case hasn't progressed since 19-Nov-2019 (8 days)

Discussion in 'Razer Support' started by fluxaxion, Nov 26, 2019.

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  1. fluxaxion

    fluxaxion New Member

    Case #: OMITTED

    Current situation:
    - Razer received my laptop on the Nov 11, 2019
    - Razer send me a quotation for the repair costs on Nov 19, 2019
    - I have signed a PDF agreeing to the repair costs and have sent it in on Nov 19, 2019 (and multiple times after that)
    - I have waited 8 days so far and Razer has not sent me any billing details. I am waiting for Razer to send me billing details so that I can pay them, so that they can start repairs.
    - 16 days have passed since Razer has received my laptop and repairs have not even started

    Can anyone at Razer please send me the billing information. No matter how many emails I send, no one seems to be looking at this case.

    The last email I got was Razer saying they're waiting for my package. This doesn't even make sense because Razer already has my laptop. I don't think the support team understands the current situation of my support case.
    Last edited by a moderator: Dec 8, 2019
  2. Razer.RedPanda

    Razer.RedPanda Guardian of the Forest

    Hi there! Please PM me the case number. I'll assist you from there.
  3. fluxaxion

    fluxaxion New Member

    The case is now solved, but I would like to make it clear how incredibly slow and unresponsive support is at Razer.

    10/26: I emailed Razer about my laptop's bloated battery and sent images. Eventually Razer sends me a box so that I can send my laptop in.
    11/11: Razer received my laptop. Razer does a review of the laptop.
    11/19: Razer sends me a quotation of the repair. I sign the document and respond 12 minutes later. At this point Razer never responds again for 2 weeks. I constantly email them but I get zero response. The only time I can get someone from Razer to even look at my case is by going through the online chat. But they just tell me they'll email me in the next few days, and no response ever comes.
    12/02: Razer finally sends me billing information about 2 weeks later. I pay the bill 30 minutes later. Razer tells me they will email me when the laptop repairs are done; of course I get no email.
    12/06: My laptop arrives at my house, without any notification from Razer.

    It took Razer 5 weeks before even starting repairs on my laptop.
    From the moment Razer received my laptop, it took them 3 weeks (2 weeks in which they never respond to me), before they send me billing details.
    The repair and shipping of the laptop back to me took 4 days. Why did I have to wait 5 weeks for a less than 4 day repair.

    The automatic email response also reference old emails and never the email I actually sent. It just constantly spams me automated replies to old emails. Also the automation script to generate the emails is full of bugs. There are times where the email template is left as is without any of the text replaced. One time they even sent me emails in Chinese, and I had to respond back to Razer asking them to send it in English.
  4. Razer.RedPanda

    Razer.RedPanda Guardian of the Forest

    Thanks for the update. I'll take note of this and make sure that the team is aware. Let me know if you need more help.
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