I purchased a Razer 15 Advanced Edition back in March of 2021.

I was convinced to purchase the extra 3-year accident insurance on the Laptop because I have 2 small children and was assured that it covered ANY accident. I decided to spend the extra money because the Laptop was so expensive.

Fast Forward a couple of years and my laptop falls out of my bag, smashing on the ground. At first I had completely forgotten that I had the insurance but was super excited when I remember it and was able to dig up all the paperwork in old emails.

When I first called to make a claim, I was told they would send me a replacement, no problem and that I would need to return the broken one.  After a couple of weeks, I hadn’t received so much as a confirmation email letting me know it had shipped.

I called back to get an update and it was if the conversation with the first tech never happened! I was told they would need to try and repair the laptop first and if they were unable to, then I would receive a replacement. I told them that was fine, I just wanted a working laptop and the representative said I would receive a box and a pre-paid label to ship the laptop in for repairs.

Three weeks later and still no return box so of course I call again to see what the holdup is. After looking at my account she puts me on hold for about 10 minutes. When she comes back on, she says that my claim isn’t covered because they feel it was due to negligence. I asked her what accident wouldn’t be considered negligence? Honestly, if one of my kids spilled a drink on my laptop, could they not claim I was negligent for allowing the drink to be nearby?

This is unacceptable. This type of shady behavior blemishes Razer’s reputation. I have purchased multiple keyboards, mice and headsets from Razer in the past but if this is the kind of support I can expect for trying to use insurance specifically marketed and sold to me to cover this sort of event, how can I support you in the future?