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Complaints process?


What is the process of formally complaining about customer services? You can’t fit it unless you understand how bad it is.

The screen on my laptop broken (design fault) and was returned for repair within the warranty. But it appears that it is no longer supported and can’t be fixed even though it is still with the warranty.

The replacement laptop I was original offered was a far low spec than my original machine. After a very slow to and fro of messages (one message a day at best). So time the support person didn’t even answer the question that was being asked. I was eventual offered a higher spec but still not as good as the original.

When the replacement laptop arrived it wasn’t even the spec of machine that had been agreed in the weeks of message before hand. With multiple clarification to check the correct spec was being sent.

I’ve been without a laptop for over a month now for a laptop what wasn’t even half way through its warranty. And still doesn't look like it going to be properly resolved any time soon.

There is no offer of compensation for the lower spec machine or for the time it taken them sort this out.

So how do you speak directly to someone higher than the support front desk? How from the message I’ve had still need to go a check with someone else before being able to agree anything.

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8 Replies

  • Author
  • Insider Mini
  • 2 replies
  • April 26, 2024

As an update on above. The replacement laptop was return to have update the spec to match what was requested. But it appears they are unable to repair the replacement laptop. Why they even sent the replacement is beyond me. As the unit was shipped form the USA (which I wasn’t informed about) it came with and extra invoice from the fedex. So I now out of pocket and still without a laptop for 2 months now.

For comparison I had a different bit of kit replacement under warranty at a different company. The replacement was sent before having to return the broken unit. The replacement unit was an upgrade as the old unit was now considered legacy. All this was completed in a week.

The razer customer service is exception poor. 2 months and still the warranty agreement has not been fulfilled and I’m out of pocket with nothing to show for it. The warranty isn’t worth the paper it is printed on. On current experience I’m not hopeful that is going to be resolved any time soon. look like I’m going to have to get trading standards involved.


  • Author
  • Insider Mini
  • 2 replies
  • June 3, 2024

Another month on and still not respnse to this post. Razer appears to have the worst customer service I’ve ever seen. They have refused to answer query regarding the fedex invoice. They are just ignoring it and hoping that the problem will just go away. They don’t care about customer they are only instered in taking your money. They are complete incapable of properly fulfilling there warrent agreements. It isn’t worth the paper it is printed on. If they do try and fulfill it it will only cost you more for the privallege.

If they are interesting in keeping customer and company reputation this isn’t they way to do it.

I really wonder if they can even be bother to responed to this post. If they don’t it just shows they don’t care about you their customers.


cmw328i
  • Insider Mini
  • 2 replies
  • June 14, 2024

Same shoddy lack of service, I need to complain too!


I bought a razer naga under a year ago, the cheap plastic on the left mouse button broke they refuse to honor the warranty policy, i would just go logitech or any other company. I will never buy razer again. this customer service is DOGSHIT.


buzzDarkTanfun374

Wow, it’s like Razer’s customer service has turned getting your warranty honored into a whole new kind of "ultimate gaming experience"—only the challenge is actually getting them to do their job! Seriously though, it’s crazy you’ve had to jump through so many hoops and still don’t have a working laptop. Maybe try hitting them up on social media—a little public pressure might get things moving. And if that doesn’t work, it might be time to call in trading standards. Don’t let them beat you at this game!


buzzDarkTanfun374
buzzDarkTanfun374 wrote:

Wow, it’s like Razer’s customer service has turned getting your warranty honored into a whole new kind of "ultimate gaming experience"—only the challenge is actually getting them to do their job! Seriously though, it’s crazy you’ve had to jump through so many hoops and still don’t have a working laptop. Maybe try hitting them up on social media—a little public pressure might get things moving. And if that doesn’t work, it might be time to call in trading standards. Don’t let them beat you at this game!

Dealing with Razer's customer service feels like you're stuck in the worst kind of "ultimate gaming experience"—except the challenge isn’t a final boss, it’s just trying to get them to do their job! As buzzDarkTanfun374 put it, it’s wild that you’ve had to jump through so many hoops and still don’t have a working laptop.

It’s like buying a top-tier gaming laptop and ending up in this never-ending survival game where you’re battling unhelpful customer reps, dodging delays, and then—just when you think you’re finally getting somewhere—you get hit with an unexpected FedEx bill, like some hidden trap. Seriously, at this point, it’s worth taking the fight to social media or even calling in trading standards. Don’t let them get the last word here—it’s time to flip the script and show Razer that you're not backing down!


Chipster120
  • Insider Mini
  • 1 reply
  • September 16, 2024

I bought TWO Blade 16s a year and a half ago. One was for my son who has had no issues. Two weeks before the Manufacturer warranty expired, the 4090 stopped displaying correctly. Support finally came back after a week of reformatting and other troubleshooting and said send it in. I had purchased the “extended” warranty and wasn’t worried… After they had it for a week, they came back and said that the machine had overheated and since I had the extended warranty, they were going to replace it (longer story, shortened for here, wasn’t really that easy). 

Finally received the new machine and within 24 hours the D Drive suddenly “disappeared”. As I am in IT, I reset the drive, it worked for two more days, then dropped again. Now I’m in the finger pointing between Razer and the third party extended warranty. Since it was a replacement machine, there is NO WARRANTY… Beware! I fought for months and finally gave up deciding that I would NEVER purchase another RAZER product again… I was able to narrow down that the motherboard is faulty and I can only use one drive. POS!!! 

And to reiterate what others have said, Customer Support is none existent at RAZER… (I am over the CS team for an international company, I would fire every last one of them if they worked for me...)


autoSilverPinkventure830

I want to complain about speakers that don't work well. I bought razer nommo v2 x speakers two weeks ago, the power button turns off every time the computer goes into Locked mode or is turned off with the computer, and when the computer starts working again, the speakers don't turn on.I need to turn them on manually. I contacted their customer service and they couldn't find a solution to the issue.Secondly, they cannot be returned to the store.In short, I am very, very disappointed in these speakers. I do not recommend anyone purchase them.


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