Clippedmedia
tl;dr: I send in my Blade for a warranty repair, get it back without the issues fixed, got even more damage and now I should pay 350€ to get the everything fixed again.



I've been through a quite long support history with Razer now, got 6 different cases, many support employees, even a call with a senior support manager from Razer to get this all resolved. I thought everything will be fine and quickly resolved, but apparently it's not.



Let's start from the beginning. During 1 year of use and pretty much no issues at all, my Razer Blade 15 Studio Edition got hot from time to time and seemed to not close properly anymore. So I opened it up to clean off some dust and I realized, that the battery was blown. On top of that, I noticed some burnt marks on the screen. It's the OLED model and screen burn in is not an unusual thing. When I contacted the support team regarding the battery, they offered me to just send me a new one so I can fix it myself. But as I'm already talking to the Razer guys, I asked if it was also possible to replace the disply. I didn't really think that this was covered by warranty, but they happily offered me to replace it. That would mean that I have to send them device to their repair center and they will fix the display, as well as the battery. So I did.



The package was quickly sent and after 3 days of repair time i got a message from FedEx about a package arriving. Yay! Everything went smooth, support was nice and friendly and I was happy that everything is done and covered by warranty. ...until I opened the package. I took my beloved Razer Blade out and noticed some strange dent right at the bottom right hinge of the display. The whole aluminium body was bent up, it showed some kind of scratch from an impact so I could even look inside of it to see the hinge itself. On top of that, the display has not been replaced. That means I sent them my Blade, just to get the battery replaced, which I could have easily done by myself, still have the burnt in display and got a significantly bent case as well.



So my support history starts again. I contacted Razer via live chat and they were super helpful getting all the info about the problem and opened another support case. Several messages back and forth, sending all the photos as a proof, they asked for a call-back time so we could discuss how to go on from that. A very friendly guy from Razer's senior support team called me and told me, that their support center has noticed the damage, and claims that it must have happened during transport to their location. I still do not believe that, as it was packed up with two layers of bubble wrap inside a box, with yet another layer of bubble wrap and another box around it. So how could a device be damaged like this, with clear signs of direct impact in a box like that? That package must have been completely ripped up to get this kind of damage. Well, since the Razer guy promised me that I just can send them the device again and they will replace all the panels. Everything else was working fine, so I didn't care too much how it happened, as long as it gets fixed again. So there goes another cycle of sending the device across the country and playing the waiting game.



Yesterday, I received a message from the razer support, which has made me furious and brought me to the point where I start this thread. They informed me, that my repair issue was not covered by warranty and they will send me a quote about the upcoming repair cost. According to their repair center I now should pay around 350€ to fix the issue that has "happened during transport" or pay 80€ inspection fee, to get my Blade back without any fix.



I'm now sitting here trying to figure out what to do. I just want to get to work again with the Blade since this is going for about a month now and it's super frustrating.

Clippedmedia
Update on the conversation with the support team:

I'm asking two more questions and all I get is some generic text, telling me that the device is broken and I should pay for it.

Is there any way to get in contact with someone who actually cares about what I'm trying to talk about?