Paid for Razer Care when I purchased computer and they claim I can't use it. | Razer Insider
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I purchased a Blade 14  and 2 year Razer Care thru the Razer website.  Unfortunately my computer does not power up and needs to send it in for repair thru Razer Care.  I then call up Razer Care and they claim that me and my computer are not in the system. Call Razer to fix the issue. 

I was chating with 3 people for 3 hours and showed them a email with my receipt showing that I purchased Razer Care they said they can't fix my computer because I don't have a Razer Care number.  I never was given a Razer Care number and they should have it on file if they sent it to me as well.  The proof is I paid for it! This is an error on Razer's part and I have proof that I paid for it but they are denying to fix the laptop after purchasing the Razer Care service plan for 2 years.

They now claim it has to be done thru headquarters in Singapore and can not be done in the States.  This company is large enough and should be able to take care of this easily. I am still waiting for a response from them.

I am now without a laptop and have been looking in to what I can do legally to get this resolved.  Razer could have made this right quickly but has made it difficult for me, but I am going to be persistent.

 

I have been a loyal customer who has purchased 3 laptops over the years and talks my friends into purchasing Razer computers, but it is hard to be an advocate of this brand after this terrible customer service and not honoring the Razer Care package that was purchased.   

 

Hi @Jmmota,

 

Thanks for posting your concern in the support board. I understand your frustrations and would love to lend a hand. Please PM me your case number so I can investigate and check our options. I am looking forward to hearing back from you anytime soon. 

Just to update on my situation.

Razer sent me a pdf after 5 days of waiting for them to decide my fate.  It said that I am now in their system.  I then called Razer care and they took my infomation and said they would get back to me in 2-3 days with an RMA number and a shipping label. 

It's been a roller coaster ride trying to get service that was paid for when I made the initial order, but I am glad that I am on the road to repair my laptop.

Thankfully they made the situation right.

 

Cheers

I am having the same exact issue. I contacted them a year ago and they have given me the same exact run around stating it would take 3 business weeks to investigate. I couldn’t follow up last year due to a deployment to Africa but they had told me 3 weeks and I would be in the system. 9 months later, I am still in the same boat being refused service because they can see I BOUGHT Razercare on my original receipt but have no number. I contacted Razer Support and they say “we are sorry but you need to contact Razercare” and then I spend hours on the phone with Razercare who say “Razer support can send us the information and fix this in 24-48 hours but they aren’t, so you either have to wait 3 weeks for us to do it or have Razer actually send us the information.” So I am stuck in the middle of two people pointing the finger at one another, it’s been 9 months and I am still not in their system, I am getting deployed again in mid-March, I still have a barely functioning laptop, and my Razercare will expire before I can return from my deployment. So, I am at a loss and any advice you can give me that helped you get started would be fantastic. If not, I am pretty much at the point where I will need to contact a lawyer and report them to the FTC because this is insane. I can’t even use Google Chrome on a $3k laptop with an i9 and a 3080 with 64GB of Ram… I would have been better off with a brand new Chromebook every 6 months and still walked away saving money.

It is very frustrating to deal with Razer and RazerCare when you need them the most and at your worst possible moment with a damaged computer.

My advice is to be persistent in calling them up until you get someone who will help you out with your problem.  I was without a computer for a long time as well.  When they agreed to fix my computer, they delayed my repair and claimed they were waiting on parts.  Then they finally replace my computer with a completely different one.  The parts did not correct the problems that mine had.  

I am glad to get a replacement, but it was an extremely frustrating experience.  I will think twice before purchasing another.  Unfortunately, I believe all the other companies have lousy products as well.

 

Best of luck to you solving your issues.

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