Hello All,



Apologize in advance for the rant I'm about to go on. Let me preface this with saying I've been a Razer customer for over 10 years. I've owned 4 Razer laptops over the years, upgrading around each 2 year mark. I also use several of their peripherals, including their keyboards and also the recently released monitor, the Raptor. In my opinion, Razer has some of the best products on the market which is why I continually come back. However over time, I have consistently had issues with their customer service team which is why I moved to purchasing the majority of my products from the Microsoft stores. Unfortunately they were all shut down in the wake of COVID and their website doesn't offer most of the versions I'm interested in. So I decided to try the Razer site once again, and have come to find out not much has changed since the last time I ordered from them several years ago. My fellow Americans will understand this comparison - Razer's customer support is basically like the ISP Comcast before they became Xfinity. Just horrendous at every turn. Here's the current situation:



17" Razer Laptop:

- Ordered the 17" 3070 laptop on 3/12. Laptop shipped on 3/13, was received on 3/17. Good process here with email notifications and shipping information

- After spending a full day with the machine, I quickly decided it was too large for me. I travel a lot for work and the size and weight weren't great for using on an airplane. Confirmed with online Razer support chat that an RMA was available and processed that via the website. Dropped it in the mail early in the evening on the 17th

- Soon as that was done, I placed an order for the 15" 3070 model which also went well. More on that shortly.

- Received an email from Razer support on 3/18 confirming they had received info from Fed Ex that the 17" return was in route. They provided a link to track the return on their website so I could know when their warehouse received it. The site says to allow 2-3 business days after the warehouse receives it for your refund to be processed, and 7-10 days for the refund to appear in your account/credit card statement. They also indicated they would send a notification when the return had arrived and was being processed.

- Tracking the return via Razers website, I confirmed that their warehouse received the return on 3/22. As of Friday, 4/2, I had received no indication from Razer that they had processed the return and no refund had been issued. I called their support line on 4/2 to inquire about this and was told that the machine was at the warehouse but due to "worker issues" (whatever that means), it hadn't been processed yet. The phone support then asked me to open a CHAT support session were a supervisor would speak with me. I opened a chat support and explained the situation. I was then told that all supervisors were in a meeting and no one was available to speak to me, but that one would call me when they were out of the meeting. Needless to say, I never received that phone call. I emailed support back via the Razer support page where this case was assigned with it's unique case number yesterday, 4/3. This morning (4/4) I received a note back saying the case would be addressed under a DIFFERENT case number, the one for the 15" model I also had to RMA (more on that coming). I still have received no call or update on why this is taking so long while Razer sites on almost three thousand dollars of my money. Not only that, but they can't even figure out that I have 2 cases open which are completely different with separate case ID's that THEY assigned.



15" Razer Laptop:

- As stated above, ordered the 15" variant on 3/17. Ordered was shipped on 3/18 and received on 3/23. Good shipping process again here.

- Upon opening the laptop and working on getting it set-up, I came to find that the touch pad had an approximately 1" "dead zone" all across the top of it. This interfered with most touch pad operations. I spent the next 3 days with the Razer team attempting to troubleshoot this issue. Their communication was infrequent, and directions weren't very clear on what they expected you to do. However after trying everything they had given me, it was decided that this was a hardware issue, not a software issue, and an RMA was in order and that I would send this unit back in for a replacement. I finally received the RMA on 3/29, 3 days after it was determined that a replacement was needed.

- I placed the unit in the mail via Fed-Ex on the same day I received the RMA, 3/29. The unit is due to be received by Razer on 4/6 and then a replacement mailed out. TBD on how that goes.



Overall, I am extremely frustrated by the lack of response, the slow communication and the general feel from the support team that my business is not valued. I work in customer service (hospitality) for a living and would never treat any customer in this manner, much less one that has spent tens of thousands of dollars with my organization. Hoping that a Razer support agent will read this post and reach out to me in order to help expedite a resolution to my open cases. And to anyone else considering using the Razer site for your order, hope my experience helps prepare you for any possible issues you might run into during your purchase. Thanks for listening.