How long is too long? | Razer Insider

How long is too long?

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I put in a ticket for my laptop 8 days ago. I have yet to hear back from anyone so far. The year warranty is almost up, so how does this work since I opened a ticket and they take weeks to get back to me?
I have been a desktop user mostly and slowly transitioned to my Razer 15" Advanced over the last 11 months. While using the laptop in light loads, there was no problem. However now that its my main system, it crashes multiple times a day. Stutters through the day when it does work. Games are nearly unplayable (I only play WoW). I have been in the computer industry for 25 years so I have been doing everything I can think of to troubleshoot the issue. Hasn't gotten any better. Reload, new memory, different SSD, Multiple versions of windows 10. As soon as I put any load on it, it shows these behaviors. In my past experience these have always been hardware issues, usually CPU/Motherboard.

Hopefully I can get some help soon.
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23 Replies

Jenjar
Rank
Userlevel 7
Due to COVID-19, some Razer services have been impacted, and support has had longer delays at times. You should get a response soon, however 8 days during this time is not out of the normal.
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Jenjar
Due to COVID-19, some Razer services have been impacted, and support has had longer delays at times. You should get a response soon, however 8 days during this time is not out of the normal.


Ok, thank you for the feedback.
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im in the same boat. i have been laptopless for like 2 weeks
and ive only owned a razer laptop for about 2 weeks
im also getting no response from them, and they promised a replacement in 3 days
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I have had more chance in the chat, although they stopped answering before telling me how to send my laptop for repair...
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id2205
I have had more chance in the chat, although they stopped answering before telling me how to send my laptop for repair...



Hmm, well they way it worked for me is that they had me boot recover the laptop, and when that didnt work they filed the rma and had prepaid shipping labels emailed to me. my laptop was in there hands withing 24hrs. but now that they have it, i havent heard from them in 2 weeks. and while i understand COVID may affect perhaps call centers and such. They can't use Covid as an excuse for defective products and poor turnover for RMA replacements, especially when you can purchase a new laptop from their website and have it in your hands possibley in 3 days or less
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ommnibox
Hmm, well they way it worked for me is that they had me boot recover the laptop, and when that didnt work they filed the rma and had prepaid shipping labels emailed to me. my laptop was in there hands withing 24hrs. but now that they have it, i havent heard from them in 2 weeks. and while i understand COVID may affect perhaps call centers and such. They can't use Covid as an excuse for defective products and poor turnover for RMA replacements, especially when you can purchase a new laptop from their website and have it in your hands possibley in 3 days or less


This is how I am feeling. Charging these prices, support should be absolutely stellar. Instead it is the worst response time in my 25 years of working in the industry.
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My son needs a new computer. My wife has a razer, I have a razer, but after this... not sure if my son will. Does anyone know if Razer has an advance replacement program? I use it all the time for work with major manufacturers.
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EmbraceNext
This is how I am feeling. Charging these prices, support should be absolutely stellar. Instead it is the worst response time in my 25 years of working in the industry.

Their Corporate culture is reflected in their product
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Jenjar
Due to COVID-19, some Razer services have been impacted, and support has had longer delays at times. You should get a response soon, however 8 days during this time is not out of the normal.

Whats the explanation for their wonderful service during non convid period ?
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Jeffyu82
Whats the explanation for their wonderful service during non convid period ?

Sounds like I made a $3000 mistake buying a Razer product.
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Another day, no response.
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EmbraceNext
My son needs a new computer. My wife has a razer, I have a razer, but after this... not sure if my son will. Does anyone know if Razer has an advance replacement program? I use it all the time for work with major manufacturers.


I purchase all the extra insurance through razer humanly possible , and im still getting the same NON responsive service as everyone else
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ommnibox
I purchase all the extra insurance through razer humanly possible , and im still getting the same NON responsive service as everyone else

Has anyone looked into a class action for their inability to support their products?
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Well, unfortunately, i havent reached the point of anger levels to level my valuable time to look into something like that. I do have a lawyer, and if things dont get going by next week i was going to launch a complaint with the Better Business Bureau to see if i get any headway from that direction
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ommnibox
Well, unfortunately, i havent reached the point of anger levels to level my valuable time to look into something like that. I do have a lawyer, and if things dont get going by next week i was going to launch a complaint with the Better Business Bureau to see if i get any headway from that direction

Yeah, I hate to see companies not taking care of the consumers. However this is beginning to be the norm. Once they got your money, they don't feel the need to keep you as a future customer anymore. On the technical aspect, I think i found the source of my issue. It is the thunderbolt/USB C port. I have tried 6 Thunderbolt docks and all show issues, multiple issues. I just tested all 6 with an MSI laptop. All of them ran flawless.
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thats the thing, we shouldnt have to trouble shoot this, it should just work, the rma process should be simple. I shouldnt have to spend my valuable time emailing tons of people or going on forums and finding information. you should have to test ports just to see if they work. If i have to second guess a product and its entirety, its not worth it. and that is what this has become. i think im going to try and get my money back.
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ommnibox
thats the thing, we shouldnt have to trouble shoot this, it should just work, the rma process should be simple. I shouldnt have to spend my valuable time emailing tons of people or going on forums and finding information. you should have to test ports just to see if they work. If i have to second guess a product and its entirety, its not worth it. and that is what this has become. i think im going to try and get my money back.

I am a bit late for money back, so I just need this to work now. Its like $3000 means nothing to them and a customer can just up and buy something else while this doesnt work.
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i just got off the chat with another agent, and apparently my laptop should be arriving today, it would have been nice if they updated me the day they sent it out . Is there anything i should be looking for that you know of, that may not work? my original problem was being unable to change the refresh rate on the screen, it getting to hot, and there was a stuck pixel
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Test the thunderbolt port with a thunderbolt dock.
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How do I get someone to contact me?!? 🙂
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will do. i hope things will workout on your end. hell i hope things workout on my end as well 😕 overall the razer experience has been terrible. my last computer was an aorus. i ve never had a problem with it, and its 8 years old
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EmbraceNext
How do I get someone to contact me?!? :)


they dont contact you, you have to annoy them on all levels until they break. then eventually something happens. thats what i did anyways
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Sounds like you got dealt with relatively quickly @ommnibox I opened my ticket 55 days ago and am still laptopless. No reply for last 10 days.

If anyone from Razer reads this, I appreciate you might be stretched, but some realistic expectation setting would go a long way. Last I heard was I would receive an email in 2-3 days (that has long passed).
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