Cracked Screen: What To Do?

Re: Case # 200903-001375 OK, so I guess I'll use this space as a blog and let you know how it goes? I'm not impressed. If you have a few hours to waste, try contacting Razer Support via phone? Not only will you be placed on perpetual hold but, once the call does ring thru to, 'an available agent' nobody actually picks-up and after five minutes or so, your call automatically disconnects. I've had that happen 4x since Thursday. I submitted an online support request form and received a case # (200903-001375) via e-mail. It was followed-up by another request for contact information, model information, serial # and date/place of purchase, etc. It's funny but, I already submitted all that information once when I opened the support case. OK, so I did it again and made it abundantly clear that I was NOT submitting a warranty claim and only needed an estimate on what it would cost to repair/replace the screen + shipping costs. Still no response. I'm going to give it until Monday. If I don't hear anything by then, I'm going to contact the MD State Attorney General's Office, Consumer Protection Division because, basically, what I have here is a $2500 boat anchor that the manufacturer is either unwilling or unable to repair. It may not do any good but, at least, I'll have the satisfaction of filing a formal complaint. Maybe that'll cause other vendors to think twice/reconsider carrying Razer products in their stores. Where is Best Buy in all of this? Well, Best Buy/Geek Squad (where I purchased it) say that they are no longer authorized to repair or handle Razer laptops. According to the Geek Squad rep I spoke with at the Frederick, MD location (after waiting for a week for an appointment) It was because Best Buy refused to replace broken parts with factory original Razer parts and screwed too many of them up by installing aftermarket knock-offs. Best Buy basically told me that I'm on my own and that (I kid you not) recommended replacing it with an Asus because, 'we can still repair those'. LOL Right. Duly noted. No, the real lesson here is that if you're dumb enough to throw-down $2500-3000 for a premium gaming laptop and dumber enough to buy a Razer, you're pretty much screwed if something goes wrong. You'll have nowhere to go and no one you can contact. Caveat emptor!

Only way I have found to repair a cracked screen is to go through razer support and mail it in to them. My laptop has had a cracked screen for about 3 years now, it's cracked on the bottom and it's one thin, long crack. The crack completely disabled touch sensitivity (except for the very small portion of the screen under the crack), but other then that it's not a big deal. After searching for alternatives to mailing it in I gave up, because it' not worth the price and hassle to do that.

At this point, I'd just be grateful for a coherent reply from Razer.

Big thumbs-up to Troy at Razer Support for working-on my case and helping me to get my laptop shipped for repairs. Hopefully, all goes well from here.

17 days have passed since Razer received my Blade 15 for repairs. I paid the $99 diagnostic charge a day later but I haven't heard so much as a peep from the repair center. No acknowledgement that they received it but, I still have my Fedex tracking number/shipping receipt showing it was delivered and signed-for on September 10, 2020. I tried calling Razer Support on Friday night and spoke with a rep who was unable to provide any update on the progress (or lack thereof) of repairs. He said that he would forward my update request and that it would take 24-48 hours before I receive a response. Really? I'm ready to just go out and buy another laptop and write this one off on my 2020 taxes as a total loss/business expense. I realize these things take time but, in lieu of an exact repair estimate and ETA, I can't sit around and wait indefinitely for an answer from Razer. I need a laptop for work and my six year-old backup just isn't cutting it. Time to do some shopping.

Very disappointing! I finally received a response from Razer that my laptop will need to be replaced since my model has been discontinued and there is no direct replacement. So, basically, for $343 (not counting the $99 diag charge that I already paid) Razer has 'graciously' offered to replace it with a refurbished device that's one model year newer but, not in the Mercury/White that I originally owned. That really sucks. One of the reasons I purchased the Mercury/White was because it wouldn't show fingerprints and that it looked more like something a business professional would use. Now, I'm being offered some black, rebuilt POS that's a fingerprint magnet and glows like something a 14 year-old gamer would use. OK. Whatever. Lesson learned. Send me the damn thing so I can put it on EBay and recoup some of my losses. Thanks, Razer. Thanks for living down to your reputation for atrocious customer service. I'm done.