Razer Support Case hasn't progressed since 19-Nov-2019 (8 days)

Hi there! Please PM me the case number. I'll assist you from there.

razer.redpanda
Hi there! Please PM me the case number. I'll assist you from there.

The case is now solved, but I would like to make it clear how incredibly slow and unresponsive support is at Razer. 10/26: I emailed Razer about my laptop's bloated battery and sent images. Eventually Razer sends me a box so that I can send my laptop in. 11/11: Razer received my laptop. Razer does a review of the laptop. 11/19: Razer sends me a quotation of the repair. I sign the document and respond 12 minutes later. At this point Razer never responds again for 2 weeks. I constantly email them but I get zero response. The only time I can get someone from Razer to even look at my case is by going through the online chat. But they just tell me they'll email me in the next few days, and no response ever comes. 12/02: Razer finally sends me billing information about 2 weeks later. I pay the bill 30 minutes later. Razer tells me they will email me when the laptop repairs are done; of course I get no email. 12/06: My laptop arrives at my house, without any notification from Razer. It took Razer 5 weeks before even starting repairs on my laptop. From the moment Razer received my laptop, it took them 3 weeks (2 weeks in which they never respond to me), before they send me billing details. The repair and shipping of the laptop back to me took 4 days. Why did I have to wait 5 weeks for a less than 4 day repair. The automatic email response also reference old emails and never the email I actually sent. It just constantly spams me automated replies to old emails. Also the automation script to generate the emails is full of bugs. There are times where the email template is left as is without any of the text replaced. One time they even sent me emails in Chinese, and I had to respond back to Razer asking them to send it in English.

fluxaxion
The case is now solved, but I would like to make it clear how incredibly slow and unresponsive support is at Razer. 10/26: I emailed Razer about my laptop's bloated battery and sent images. Eventually Razer sends me a box so that I can send my laptop in. 11/11: Razer received my laptop. Razer does a review of the laptop. 11/19: Razer sends me a quotation of the repair. I sign the document and respond 12 minutes later. At this point Razer never responds again for 2 weeks. I constantly email them but I get zero response. The only time I can get someone from Razer to even look at my case is by going through the online chat. But they just tell me they'll email me in the next few days, and no response ever comes. 12/02: Razer finally sends me billing information about 2 weeks later. I pay the bill 30 minutes later. Razer tells me they will email me when the laptop repairs are done; of course I get no email. 12/06: My laptop arrives at my house, without any notification from Razer. It took Razer 5 weeks before even starting repairs on my laptop. From the moment Razer received my laptop, it took them 3 weeks (2 weeks in which they never respond to me), before they send me billing details. The repair and shipping of the laptop back to me took 4 days. Why did I have to wait 5 weeks for a less than 4 day repair. The automatic email response also reference old emails and never the email I actually sent. It just constantly spams me automated replies to old emails. Also the automation script to generate the emails is full of bugs. There are times where the email template is left as is without any of the text replaced. One time they even sent me emails in Chinese, and I had to respond back to Razer asking them to send it in English.

Thanks for the update. I'll take note of this and make sure that the team is aware. Let me know if you need more help.