Hi Razer friends! I'm having real difficulties with Razer support right now.



I have posted this whole thing on reddit, however I think here might also be a suitable place to get some help.



So I bought a Razer Blade 15 2021 (Base model) on the 21st of June from Amazon. This laptop arrived about 2 days later on the 23rd and I loved every part of it, apart from one small problem. The screen had some sort of bruise mark on it. I don't know how it got there, but it was present upon unboxing. This led me to believe that it was a manufacturing defect or shipping damage. I decided to wait a day or two to see if it would go away, but it did not. I had planned to use this laptop for my college course (next month), and that meant I had some time to get it repaired. I thought I may as well get it repaired now as this is the only time I will not need it, and I would be able to get it free of charge under warranty. I had my expectation set to 2-3 weeks of repair time based on other users' feedback and from Razer support themselves.



I had originally wanted to replace it through Amazon, however, I bought the last in their stock and they told me that I should go through with Razer as they will give me the same support.)



On the 24-25th, I made a support ticket with Razer. They acknowledged the issue, arranged shipping free of charge, and my laptop was sent on the 27th of June from my home region of the UK all the way to Germany. Razer had confirmed that the device had been received on the 5th of July, and then they eventually processed it 1 day later. They said they would start repairs in about 3-5 days from then on.



So I waited a few weeks for them to repair my laptop, but I wasn't getting any response back from the repair team. I think support made a total of 6 attempts to ask the repair team for an update, however, they got nothing in response. Going back and forth with emails, I asked what had happened to my laptop and they just said they simply were waiting (endlessly) for an update. By the 27th, they had given up trying to get a response and forwarded me to the escalations department. I think they had lost my laptop but refused to acknowledge it.



The escalations team did somewhat of the same thing, asking for updates and getting nothing in return. They then offered me a refurbished laptop which I kindly declined as my laptop was basically brand new. (I later tried to accept this after no hope of getting any laptop, but to no luck).



They then wanted to offer me the exact same model that I had before, in brand new condition! I quickly replied as I wanted to accept it, however, they claimed they had nothing in stock and therefore couldn't give me it. (Why did they even offer it if it wasn't in stock?) On the 4th of August, they had offered me a newer gen laptop with a 3060! I quickly went to accept this, however, I was told it wasn't in stock again and I'd have to keep waiting. (What the actual hell?)



Now on the 11th of August, I'm not getting any responses back anymore. They claimed to have forwarded this to management, however, I have been waiting for days, if not weeks, and nothing has happened. I keep getting stuck in a loop of being told to wait, and nothing happening at all! I paid £1k+ for this laptop and the support is terrible so far. It has taken a total of almost 7 weeks now. They're lucky I don't need it for a few weeks more.



Razer customer advocacy has been reaching out to me on Reddit, but nothing really has happened.



If anyone can give me advice on what to do next, I would really appreciate that. This is my first ever Razer product and it really hasn't set a good expectation.







Update: They finally got back to me on the 12th of August. They told me to keep waiting.



Update 2: They tell me to wait until the end of August for replacements to come in stock. Guess I will keep waiting!