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Terrible Razer Support for Razer Blade Pro

Discussion in 'Razer Support' started by bestWineDregsJET241, May 19, 2018.

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  1. bestWineDregsJET241

    bestWineDregsJET241 New Member

    Hello there,

    firstly, I know what I'm gonna say here isn't the worst case of just general unlucky customers and victims of razer support, but I'd just like somewhere to vent my anger so apologies in advance if I do offend anyone or anything
    SO... I purchased my Razer Blade Pro (Full HD GTX 1060 configuration) maybe 5-6 months ago from an authorized retailer down in Melbourne and it worked great for the first 3-4 months yeah. Well, suddenly I seemed to start having issues with my wireless connectivity and nothing I did, whether it was reinstalling drivers, listening to Razer's decent advice, surfing every support website I could find, and even factory resetting my laptop 3 times didn't seem to fix anything so I had no choice but to send the laptop off to Razer's repair centre in Sydney. It was relatively quick as i received it back within a few days with the description "faulty WiFi card, replaced with a new one" and I was pretty keen to test it out and go into a few games of CS and what do you know, my wifi problem wasn't fixed. I mean that was bloody annoying. Do you even test the laptops you repair to see if the problem is fixed before sending it off? or do you just replace and hope for the best Razer? so I contacted Razer again and explained my frustration and they suggested that I send it to Singapore. Singapore?! Are you kidding me? mind you I haven't used the laptop properly for 3 weeks already so I wasn't very enthusiastic for this alternative so under the Australian Consumer Law I tried to get a replacement. I'm not very into my laws and rights but taking this from the Australian Competition and Consumer Commission web (ACCC):
    "When you have a major problem with a product, you have the right to ask for your choice of a replacement or refund".
    I mean I can't even browse the internet or do anything on this laptop. I couldn't even install Microsoft Office to do some simple work. But Razer suspiciously avoided the emails i sent regarding a replacement laptop and continued to suggest that I send the laptop over to them in Singapore and wait a further 2 weeks to receive it. So I browsed the ACCC web again and found this right under the previous statement I copied and pasted above:
    "For a major problem with a service, you can choose to receive compensation for the drop in value below the price paid, or a refund"
    I may just be wrong here but I'll link that in terms to Razer's support and repairs right now? the ACCC states that I can only ask for a replacement if the product has a major problem in which they define as this:
    • it has a problem that would have stopped someone from buying it if they’d known about it
    • it is significantly different from the sample or description
    • it is substantially unfit for its common purpose and can’t easily be fixed within a reasonable time
    • it doesn’t do what you asked for and can’t easily be fixed within a reasonable time; or
    • it is unsafe.
    Now looking through that list, it ticks a good 4/5 of those dot points so why is it I cannot get a replacement? well Razer insisted on me sending the laptop to Singapore and they didn't even reply to me emails about a replacement laptop so very angrily (I mean angrily as in regretfully, I can't 'angrily' send a package) sent the laptop to Singapore and waited another 2 weeks until I finally received it back last Friday, two days ago. I mean I was quite happy. Finally, I have a laptop that I can work with (hopefully) and they even sent it back with a new box. Opened it up and take the laptop out and power it up. Well, I couldn't turn it on it seems as it was completely out of battery like OK, doesn't matter too much, I'll just charge it. Look in the box and can you even guess what I saw? well, I saw an empty box. After 6 weeks now, this is the end result of their repairs. Razer sends me back my laptop in a new box (which was pre cool) but with the laptop out of charge and without a ******* charger. I almost threw my laptop out but that would void the warranty if i damage the laptop of my own misuse and break it right? oh, not that it matters though, Razer consumer warranty doesn't seem to do much anyway.
    SO, I called Razer AGAIN and explained my situation. I don't know if the assistant on the other side of the phone was scared of how angry I sounded or something (mind you I was so angry I was doing the 'Silent and Angry voice') but as usual it ends up with a "I'm very sorry to hear that, we'll do our best to send you your charger straight away". They told me they'll send one from Sydney and I should expect it by monday. Great, I have to wait 6 and a half weeks before I can use it now, and I can't even test if the WiFi problem has been fixed because it's GODDAMN OUT OF CHARGE AND WITHOUT A CHARGER. I asked if I could pick it up as I also lived in Sydney and they said we'll email you back within 24 hours of the options you can choose from for the fasted delivery for you. So i waited 24 hours and guess what, no reply. Nothing I'm not used to from you guys at Razer right? So, I CALLED AGAIN and asked what is going on and they said they're sending a charger from their headquarters in Singapore. FROM SINGAPORE AGAIN? WHAT ABOUT FROM SYDNEY? YOU'RE MAKING ME WAIT ANOTHER ******* WEEK?
    And that brings me to my present moment now, finding somewhere to vent out my anger and frustration because now Razer, I have not been able to USE MY LAPTOP IN ANY WAY FOR 7 WEEKS NOW. I don't even know what I'm trying to get out of this but I really hope you at least read through this entire message and know how terrible your support and repair services are.
    In any case you ask, my case ID is: RZC-0327999, and my email is naokivarlamov@gmail.com in case you wish to contact me about this because I really want you to so I could at least get some sort of compensation for this as I've wasted an enormous amount of time waiting for you to fix your very own mistakes.
    Sorry for anyone other than someone from Razer who reads this, it was quite a lengthy read. Please share your own experiences in the comments section so we can all fuel each other's anger!

    Cheers - NV
  2. bestWineDregsJET241

    bestWineDregsJET241 New Member

  3. w9jds

    w9jds Active Member

    You aren't alone to get screwed on the Razer Blade Pro. I already talked about my experience elsewhere:

    "At least yours was only battery and actually worked out of the box... I've gone through at least 3 replacement Blade Pros, 4+ RMAs and I still have never had a fully functional Blade Pro. I'm preparing to send it in for ANOTHER repair now. All I ever get is the "oh, sorry to hear that" and then getting a cold shoulder from the higher-ups I meet at conferences. I have written software with their SDKs, bought many many products, even collaborated with some of their teams. I love their stuff, but I too am starting to wear down on this...

    I wanted a portable laptop I could take with me for all my software development and gaming while I travel. Instead, I basically got a 5k paperweight."

    This has been going on for over a YEAR!
    Last edited: May 23, 2018
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