Razer Support sent me a broken RAZER BOOK twice | Razer Insider
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Hello,

razer support doesn’t wanna solve issues I’ve been having since December so I am writing here. 

I sent my original RAZER book in December. Razer support replaced it with a refurbished unit in January. It turned out to be in worse state than the original one (221120-001503). So they started the 2nd case (230119-001376) in which they decided to send another refurbished unit which has better specs. Yesterday I received it and it turned out to be in even worse state than the 1st replacement… 

I am missing a working laptop for 3 months already…. And this mess doesn’t seem to end ever. Razer support is incompetent and razer’s quality center seems to be blind. I am attaching photos of the 2nd replacement unit to let you experience what a refurbished in perfect condition unit looks like.

Other issues with the unit: Razer Synapse doesn’t detect the laptop, keyboard doesn’t fully record key presses.

A quote from razer support 

Please be informed that the replacement unit is refurbished but guaranteed that it is fully checked and tested by Razer technicians to meet the performance specifications and physical condition of new Razer products. It was sealed to meet Razer's stringent final inspection requirements.

 

 

First the scratch isn`t definetly definition of new product, the display cable looks similiar with mine but i just checked it though after 2 years owning it, the important one it is not peeled out, the other 2 things with keyboard and software alone though is enough to send it back again. Sorry for your bad experince man.

Thank you for your response. I know RAZER BOOKs generally have issues with display cables that’s why I find alarming that is already folded that way. 

Same thing applies to the keyboard. I’ve done some research and it seems that 2nd gen RAZER BOOKs have different keyboard installed. Razer sadly keeps on sending me gen1 units...

Thank you for your response. I know RAZER BOOKs generally have issues with display cables that’s why I find alarming that is already folded that way. 

Same thing applies to the keyboard. I’ve done some research and it seems that 2nd gen RAZER BOOKs have different keyboard installed. Razer sadly keeps on sending me gen1 units...

I don’t know about 1st or 2nd gen but from your serial number our unit is only 5 weeks different on production date apparently yours is from calendar weeks 47 of 2020 and mine from week 51, assuming book 13 is firstly announced late 2020 maybe it’s first gen but I don’t have the unresponsive keyboard issue as some users reported. And the display cable isn’t also peeled off yet, hopefully not.

Hi HerrMroz, 

 

I’m sorry to hear about your experience and thanks for reporting your concern here. I already coordinated with the relevant team for immediate assistance and for us to exhaust our options. We will continue to communicate through email for updates regarding your case. You can also PM me anytime should you have questions or other concerns. Thank you.

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