2 month replacement time on replacement phone, no replacement received | Razer Insider
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I purchased a razer phone august of 2018

may of 2019, it was faulty and was replaced because of a bad battery as per razer.

received my first replacement may 6th 2019



The may 6th first replacement razer phone lasted 3 months before the battery at 25% would either kill the phone altogether or the phone starts to act strange like suddenly 10% of battery life disappears when your in the 1%-25% battery life range.



I reached back out to razer support august 1st

finally after 15 days of going back and forth with razer they decided to replace the may 6th phone.



This time, When i had received the UPS return label for the may 6th broken phone that i was sending back to razer. I realized they had my old address so i proceeded to update razer about my new address. email provided below:



Email i sent to razer support:

From: R.F.

Date: Mon, Sep 9, 2019 at 9:54 AM

Subject: Re: Case: OMITTED

To: Orders Support <ordersupport@razer.com>





Just got my UPS tracking information for and Again, i am telling you guys for the 6th time now. that it is being delivered to the wrong address.



I cant provide any more proof than what UPS has specifically stated on their own ups shipping notification. Now i'm flying to mexico in less than 3 days with no way to travel within mexico for work, i cant call an uber to take me to and from work, i cant check my plane tickets without my phone, TSA security is going to take over an hour to go through now without my phone, i cant call back home to check on my wife and kids. This is severely messing up my ability to do my job. Pretty please with a cherry on top, fix this. Why do i have to keep coming back to razer support to update one address line over 5 times now just to make sure you sent it to the right address and you guys have still gotten it wrong. The Phone is a fantastic device when it is working properly and you guys have a good product but your customer service is severely putting a negative light on anyone wanting to buy your products in the future if this is the customer support they are to expect.



....

Ray Felix





Razer shipped the phone to the wrong address anyways, after being reminded over 5 times of the proper address and also updating my address on the razer portal. it's been 3 weeks since razer shipped the phone to the wrong address, my wife had her appendix rupture last week and here i am still without a mobile phone to use. My wife and i are communicating through Imessage on my apple laptop and on her Iphone until i can get my replacement. Please someone help, anyone but raphael or noel who seem to give me very vague responses.





Who should i try to each out to now that I can't seem to depend on razer email and chat support? I can't reach razer via phone or they just tell me i'm in the wrong dept and won't bother to help.
Hi there! Please PM me the case number. I'll assist you from there.
I am writing to inform an update about the replacement device. The phone has been replaced and i just received it in from ups 3 months later. This replacement phone is used,

1.the usb-c port is absolutely filthy,

2.the speaker grill has plastic under the speaker grill and will break the speaker grill if i pull it which im sure razer will be happy to not assist me if there is physical damage on the phone.

3. The replacement phones screen protector is filthy with lots of air bubbles sand and even dog hair is stuck to the phone.

4.cant connect to known good wifi on 2.4 or 5ghz bands



Is this a joke to the warranty side of razer? you guys just supply us with your used phones as replacements?



God i hope i dont have any issues with the razer phone 2 i bought out of necessity last week because it took 3 months for a replacement from razer and i get this used device that the warranty team didnt even bother to clean. I have taken photos and video of the unboxing for proof.



My respect for razer was lost 2 months ago i am clearly frustrated with how your warranty team deals with warranty work and it is clear that they themselves also dont care. What kind of service is this? I was going to give this replacement to my wife so that she can finally upgrade from her 5 year old iphone and this is a horrible way to start.



ray felix