RazerCare replacement of Razer Blade 15

Discussion in 'Razer Support' started by DJSellers51, Feb 22, 2021.

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  1. DJSellers51

    DJSellers51 New Member

    I am here to document my current experience of interacting with Razer customer support and RazerCare:

    Background:

    I bought a Razer Blade 15 Advanced with the 2060 and the FHD 144hz display, Mercury White edition in June 2019. It was a really big deal for me and I was super excited to be investing into this laptop, for gaming and for work. I chose the advanced model and in mercury white because I needed a laptop for work and school, but I also game in my spare time so I wanted to get a beast laptop so I could play any game I wanted. I specifically chose the advanced model because it was slightly less thick, I loved the facial recognition to unlock, I liked the improved battery (because work and school), and of course full RGB customization with the per-key compared to the single-zone(!!!). and the mercury white edition looks just like a mac or some other 'normal' laptop, I didn't want my work & school laptop to look like some of the other crazy looking gaming laptops #incognito. I was investing quite a bit of money into this laptop. So, I made the decision that I would also invest in the best insurance that was available for it.

    Damaged:

    Jan 17, 2021 my laptop was damaged. It had a fall and damaged the screen pretty bad, I had dead pixels on 1/4 of the screen. As far as I could tell only the display was damaged, everything else worked fine. So I reached out to the number on my RazerCare contract and they walked me through the repair process and sent me a shipping box to send in my laptop.

    Jan 27th - I shipped my laptop off to be repaired.

    Jan 29th - I received confirmation that my laptop was received by the company issuing the repair (through RazerCare)

    Feb 8th - I receive a phone call from the company issuing the repair (again I think it was RazerCare, but I am not sure if it was a 3rd party calling me/doing the repair) and they informed me that they were unable to just replace the part for my laptop so they were going to be issuing me a replacement laptop. The women I spoke to said I would be getting a tracking number for the replacement laptop.

    Feb 19th - Still haven't heard anything from anyone about a tracking number. I am a patient and gracious person so I just assume that they're busy bc COVID or whatever, But I decide that after this weekend I would be calling to try and find my tracking number. As I am walking out my door to go to work... REPLACEMENT LAPTOP RECIEVED. I am super excited to get home from work and get my laptop all up and running and ready to game... I open my laptop and...

    Surprising Disappointment:

    I received a different laptop... And at first sight I feel like I received some free upgrades *score* It had a 2070 compared to my 2060, and it got upgraded from the 8th gen i7 to the 10th gen, and it had the 4k OLED display which I have since learned is only 60hz... my previous laptop was 144hz which I have grown accustomed to and don't want to take the refresh rate downgrade.. The laptop felt big, but I figured it was because I had been without a laptop for almost a month... upon further inspection I realize that the laptop I received is a base model, not an advanced.

    Yes, the specs are upgraded... but ultimately, I am not happy with the laptop they sent me. It was all of the 'bells and whistles' of the advanced model that were important to me in selecting my original laptop when I purchased it. I am particularly unhappy with the fact that they made the decision to send me a different laptop without reaching out to speak with me about it at all...

    The Journey Begins:

    Jan 22nd - Today I started the process of taking up my disappointments with Razer. I don't want the detail I am going into with this post to be misinterpreted as me being angry and pissed off or rude. I went into the following phone calls very calm just seeking understanding in why they sent me a different laptop, and with a desire to get my old laptop model back... Here is a brief rundown of how my hour long phone tag session went:

    · Call Razer, speak with Vanessa for 10 minutes describing my problem -->

    · she sends me to the RazerCare support, speak with Iiana for 10 minutes who tells me it is in fact Razers issue because RazerCare worked with Razer to issue an "authorization for replacement for the protection plan" so any issue I had would be on their end. -->

    · Sent back to Razer where I speak with Tony, he tried to send me to RazerCare but I informed him of what I heard from Iiana. 3min in he tells me he needs to bring my issue up with his supervisor... 3 minutes later he comes back and all of a sudden he isn't able to hear me on the phone *my intuition was telling me that he was just faking so that he didn't have to deal with the issue*.

    · So... I had to hang up and call back... Tony again (lol got 'em) Tony informed me that his supervisor said he had to take down all of my information for my case so that he could send it along to 'upper management'. Tony's wording of what was happening was that "the laptop I received did not meet my expectations", I agree with this. Tony said that there was not a time frame for this but I should call back in 2-3 days if I don't hear anything. This call was 22 minutes long.

    And that is where the story stops for now... Thank you if you have stuck with me on this post until the end. I am optimistic that Razer will help me to reach an understanding of what happened and that we will be able to agree upon a solution to my issue.
     
  2. Razer.Caziel

    Razer.Caziel I am the Lightbringer Staff Member

    I'm sorry that you had to go through all of that. You may have gotten another model due to stock and restocking limitations, but please send me your ticket number. That way, I can get a better understanding of what happened from our end. Please let me know if you want to return the upgraded model so I can put in a request on your behalf.

    *Thread locked to curb the conversation to PMs.
     
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