Hi all,
l know that by definition all of those who will read this are already part of Razer community, but if my unfortunate experience can help someone.
First of all, l'd like to say that l am not the kind of person who usually writes on forum….matter of time and generation probably, but this time, Razer really went far beyond acceptable.
ln brief, bought a Razerbook 13 end of 2022, after less than 6 months it started to experience display problems leading to total freeze.
Sent it back to repair center in June this year, and received it after standard repair time. So far, unfortunate situation for a device with RRP
> € 1.500, but this can happen.
Less than 2hours after receiving the laptop back, exact same problem occurred again.
Then starts the fun….
First of all, you need to go through all the very same process of dealing with a succession of technical support guys that send you pre-formatted question, without any interest or understanding for your specific situation, suggesting you to do basic procedures that have nothing to do with your case. When finally, you get through to someone that senses your desperation and frustration, it takes another couple of days to receive a simpler”shipping label” with their courrier. Day comes that DHL shows up to collect laptop…..and next day we receive a notice that documentation is inappropriate for shipping a laptop with battery from France to Germany, therefore we have to wait for laptop to be returned….sure no problem, l have absolutely nothing else in my life that dealing with Razer and their courrier…
Solution offered by Razer, is to ship with FedEx….Outcome…..laptop blocked almost 1 week under customs till Razer provided necessary documents….Impressive
Now, laptop has been ccs 4 days in repair center, and l receive a message telling me that they cannot see the problem, that l had documented with 2 videos shot on day of first return…..
Eventually, after documenting AGAIN the issue and expressing « some frustration », someone managed to identify the issue and changed defective part (it’s now the second defective part that needs to be changed on a laptop recently acquired).
Needless to say that nobody is answering you when you ask for a mail or an address to file a formal complaint….it seems to not exist…
So, if someone reading this post doesn’t understand what l am talking about….enjoy and feel blessed that all works well, cos if one day you start dealing with Razer Support Center, you’ll understand.
