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Scratches on screen, Razer Blade Stealth 1080p

Discussion in 'Razer Support' started by Metatron2k2, Oct 25, 2019.

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  1. Metatron2k2

    Metatron2k2 New Member

    Hi Razer,

    I have an open case with you on my issue back in Germany. I'm taking this to the forum to share my experience with your support so far.

    I own a Blade Stealth (early 2019) since October 15th and was quite happy with it in the beginning. On October 18th i noticed scratches on the screen an a dead pixel caused by th keyboard. I started a chat with your support colleagues the same day.

    There was a back and forth for a couple of days with exchanging images and personal information via eMail. Each time it added a delay of around 24h. On the 23rd the an official warrenty case was finally created.

    Another 24h our later i was asked to check for the dead pixel again with some website (although I supplied images where the dead pixel was clearly visible days befor). Another day later I got an eMail thet the team is no checking the images and that they need some time.

    Honestly these delays get me quite frustrated. The Blade was not even a week old when i contacted your support, and now 5 days later I still do not have any information on how and when the issue will be addressed.

    For a laptop that is basically factory new i would have expected an immediate exchange. But in general the process with push requests back and forth between RMA and support team just makes the experience for your users quite disappointing.

    Please rethink how requests get processed.

    Best
    Stefan
     
  2. Razer.RedPanda

    Razer.RedPanda Guardian of the Forest Staff Member

    Hi there! I'd like to take a look at this. Please PM me the case number.
     
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