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[Resolved] Support wants $120-240 to replace a rubber bumper

Discussion in 'Systems' started by Alexatlanta, Mar 7, 2016.

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  1. Alexatlanta

    Alexatlanta New Member

    If I had been drinking something when I got an email from Razer support, for a request to get a new rubber bumper for the bottom of my PC, I would have done a spit take.

    One of my rubber bumpers came loose and was lost from the bottom of my Razer Blade 14" 2013 edition. There are two strips on the bottom about a foot long and a third of an inch wide. I sent a ticket in to see if I could get a new one. I am happy to provide my own super glue. I just need a piece of rubber that fits the groove on the bottom of my PC.

    Below is Razer Support's remedy to fix a thin piece of rubber on my system. Provide a new one? Sell one? No... even better:

    Sorry to hear about the issues with your system.

    Based on the information you have supplied I think the best course of action would be to have the computer come to our repair center for further evaluation and repair.

    I would be happy to set up a Return Authorization (RMA number) and instructions for you so we can get this looked at. Once we receive the unit at our repair center we can further evaluate the unit and supply an exact repair quote for you. We cannot supply an accurate repair quote for you until we actually inspect the unit. Repair costs range from $130.00- $240.00 plus parts depending on the severity of the repair and include return shipping. If you choose not to have the unit repaired there is a $100.00 inspection and return shipping fee.

    Seriously? You want a couple hundred dollars for a rubber bumper and for me to be without a system for a couple weeks? And... if they cannot fix a rubber strip? A minimum of $100 cost to me.

    Wow... I had planned on buying a new Razer Blade when the new edition is announced. But... yeah, can't see that happening with this sort of support.
    DouglasHK likes this.
  2. JETcoolCoolBlack681

    JETcoolCoolBlack681 Active Member

    It looks like you want to buy some spare parts. Razer support is not a shop. eBay is.
  3. Alexatlanta

    Alexatlanta New Member

    You are wrong. Razer is a shop in the sense they sell goods and services. What else is a shop if not that?

    One definition of "Shop" is: a place where things are manufactured or repaired; a workshop.

    In order to repair things, you have to have parts. Where else would I go for parts? Ebay does not manufacture or support Razer products.

    Over $100 for a rubber strip is excessive.

    But thanks for the productive feedback. I found minutes of delight in its usefulness.
    elite likes this.
  4. NazgulStig

    NazgulStig Well-Known Member

    The cost includes repair cost, shipping cost, duty and many other things. I do think that its too much for what you want from them but these other factors will remain no matter how big the job is.
    jerry.mercado likes this.
  5. gaykob7

    gaykob7 Well-Known Member

    Can't they just send you a replacement rubber bumper? I mean it`s not that big of a deal to stick them in on you own why would they charge someone +100 dollars for that ?

    Maybe they misunderstood you and think you want a repair service from them?
  6. Alexatlanta

    Alexatlanta New Member

    I was quite clear. I am happy to do the glue work myself (if it has no adhesive). In the past, Razer Support sent me a plastic piece for my power supply (it holds the cables together when you roll the cable) when the old one snapped. I even put it on the cord holder myself (so I have proven I can do tech support. :) ). I figured, I paid over $2000 for my Razer, I have a mouse, headset, mousepad, backpack... I am a customer. I like the Razer Kool-Aid.

    My view is that mailing a rubber strip is the smart thing to do rather than fly the system to them. It might be shocking, but I use my Razer pretty much every day. I will even pay for the part and shipping (something reasonable).

    And to the kindly person who thinks support issues do not belong in a forum. They belong in a forum when support is not supportive. I think people should know what to expect if they need simple support... it will be expensive.
    elite likes this.
  7. JETcoolCoolBlack681

    JETcoolCoolBlack681 Active Member

    I pretty much wrote what I would do in your case: go to eBay and find spare parts. I never heard about people buying screen bezel from Dell or keyboard assembly from Samsung. Please leave your sarcasm for someone else.
    jerry.mercado likes this.
  8. NazgulStig

    NazgulStig Well-Known Member

    I think it is safe to assume this comment was targeted at me because of my signature.
    This forum does not deal with support issues and fyi I got that information about the pricing directly from staff members for you.
    Razer have policies that they cant take down just for you, they will not send the parts to a customer for self repair. If you want parts your best bet is to search ebay or something similar. If you send the laptop then there are lot of expenses to take care of.
  9. gaykob7

    gaykob7 Well-Known Member

    Well there are many companies that provide small replacement items, I even got a pair of rubber feet for my old dell laptop two years ago from dell, after I phoned their support.
    Also I heard some cases in which the Razer support also provided similar small services for free, like replacing the rubber grips on the wildcat
  10. NazgulStig

    NazgulStig Well-Known Member

    Was it under warranty?
  11. gaykob7

    gaykob7 Well-Known Member

    No the laptop was about 3 years old at that time but since it was just a single rubber feet which costs about a few cents to make they gave it to me for free which was pretty nice from them.
  12. NazgulStig

    NazgulStig Well-Known Member

    nice from their part. Sadly Razer policies will not allow them to send parts like that we have to go through the whole process of sending the laptop to them.
  13. JETcoolCoolBlack681

    JETcoolCoolBlack681 Active Member

    Well, it looks like you can convince them. :smile_:
  14. Alexatlanta

    Alexatlanta New Member

    Update. Razer Support is sending me the part.

    I take back any snarky remarks and very much appreciate the assistance of the Razer Support team.

    I look forward to the new Razer and adding to my collection of Razer products a s well as being able to use my current Razer Blade (without it slipping on hard counters).

    Thanks so much. And thanks for giving me faith again that Razer takes customer support seriously.
    DarthKnight likes this.
  15. gaykob7

    gaykob7 Well-Known Member

    Very good to hear that I hope they are continuing that way, as it's always a huge plus if companies act as customer friendly as in your case
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