Good morning,

I’m posting here because I don’t know where else to turn. I want this issue made public and visible to somebody at Razer, and I cannot find a proper way to contact them any other way. Centricity, the servicer of RazerCare contracts, has been the worst company I’ve ever dealt with. I need serious help because they are currently not fulfilling my contract and have been continually avoiding my emails and requests for information.

Here’s what’s going on: I got my Razer Blade 14 laptop (serial number BY2310M91700855) in May of 2023 and purchased a RazerCare Elite contract. A year later, in May of 2024, I submitted a warranty claim after it was knocked from a table and got wet. I figured it was nothing to worry about; I have the elite contract which should cover drops and spills. There was minor cosmetic damage to the case and the battery did a little swelling and the laptop wouldn’t turn on. I contacted Centricity and was able to send in my unit and have it back in about a month. It turned on, but the case damage was not repaired so it still wobbled on a flat surface, and the original battery that had swelled was still in the unit. They had also wiped my hard drive and completely reinstalled Windows 11, which I wasn’t warned of, causing some personal data loss.

I was never sent any information about the details of the repair. I know the service contract has a limit of liability up to the original purchase price of the laptop. I’m supposed to receive information about the cost of service and the remaining balance of that limit of liability; I did not. Even on Centricity’s website, there is no cost on the claim details. I suspect that nothing was actually done to the laptop other than wiping the hard drive.

Less than 30 days after receiving my laptop back from repairs, it wouldn’t boot again. I still hadn’t received any information about the first claim after emailing them and requesting details about the repair. I reluctantly started a new claim, trying to explain how the first claim is unfinished and I still don’t have a functioning unit. After a month and a half of back-and-forth emails, I finally sent it back to the repair center on August 27.

I received an email this morning informing me that my warranty contract is “too close to its limit of liability” and they are unable to complete repairs. They say they will be keeping my laptop and providing me a payout for the rest of my limit of liability which is not at all enough to replace the unit or even get a new one. At the very least, this payout should be equivalent to the cost of the laptop since I was never informed of any change to my limit of liability. This is completely unacceptable. I never should have been sent back a still-broken laptop. I should have been sent details about the cost of the first claim and how it affected the limit of liability. I should have been told what the repairs in the second claim would be. I shouldn’t have to continually deal with this terrible, unhelpful company that Razer works with. I’m now without my laptop and without the means to obtain a new one, even if it’s not the same model.

I had heard horror stories about Razer laptops. I did so much research before buying mine. I loved it when I got it. I’ve had great experiences with Razer in the past for warranty claims on mice. I am appalled at the service I have received from Centricity, and I don’t have anywhere else to turn. I have saved details of my claims, the email chains, and the original contract. I need somebody to help me with this issue.