What's wrong with Razer Support?? | Razer Insider

What's wrong with Razer Support??

  • 9 October 2020
  • 4 replies
  • 43 views
S
Userlevel 3
I also have to say, while investigating while Crucial RAM wouldn't clock up to 3200mhz on my Razer 17 Pro 2020, I raised a ticket with Razer Support, I have to conclude that they are verging on useless.

They don't read the tickets that we submit, nor do they read our replies. Having raised a ticket to investigate why XMP options weren't appearing in my 17 Pro BIOS, the agent (Level 2) wasn't even aware that the latest BIOS introduces XMP support and needed a screenshot to guide her...as we all know, v1.03 introduced XMP profiles.

Thanks for the update!

First, we would like to verify where you got the update, first, we would like to verify if this was an update from Intel XMP or if you got the update from our support site using this link. We would also like to ask for a screenshot that shows that you can enable XMP on your BIOS.

We're looking forward to your response!

All the best,

Angelica
Razer Level II Technical Support Representative


Considering the cost of the premium laptops, the support really needs upscaling to match - it's just wrong when support received on a public forum is BETTER than that of the private support function offered by a manufacturer.
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4 Replies

FiszPL
Rank
Userlevel 7
Badge +1
Maybe support is outsourced.
Unfortunatelly many companies do that.
S
Userlevel 3
FiszPL
Maybe support is outsourced.
Unfortunatelly many companies do that.


Yes you could be right, you'd expect Razer support to be highly technical, to know their machines intimately, but they really don't seem to have a clue, very disappointing.
S
Userlevel 3
So I responded to the above reply with:

You're not even aware that your own laptops support XMP....

Useless, just close this ticket.

Kind regards,


...and the response that I receive is...

Hello Ashley,

We understand where you're coming from. We'll be closing your case now on our end as requested. If you have any other Razer concerns, please feel free to contact us back.

Thank you for being the best part of Razer. Enjoy the rest of your day!


All the best,

Angelica
Razer Level II Technical Support Representative


Not even an attempt to remedy the situation, to resolve the disatisfactory quality of service, to provide reassurance that they know what they're talking about, instead just an acknowledge that they haven't got a clue.

Shocking, Razer need to resolve this as I highly doubt that at this time I would buy another Razer machine in the future, I already regret not going to the Dell XPS 17 instead.
E
Same issue.......
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