flowgeoGiantsOrange337
Here's brief description of how razer handled warranty repair of laptop with bloated battery and damaged keyboard/motherboard.



I send the laptop with bloated battery and non working keyboard on 4th of Oct, 5h of October it was received by the warehouse but confirmed the day after. For a next 7-8 days there was no feedback from your side.



I enforced some update (via chat) after 5, 6 days so i was informed that there is no part in stock. Razer had already breached the timeline set for repair (3-5 business days).



In the next couple of days I had a chat with one of supervisors who promised to take care of it. For a next couple of days Razer had been looking for a part and had been processing with replacement available in US warehouse (no stock in German warehouse). I was proposed with replacement unit and was informed that disucussion about it is impossible - take it or leave it. Based on it I had to approve it. I asked for sending it via expiedited shipment as economy shipment from US to PL would took ages. I was informed after two days that it was approved.



For the next couple of days (a week) there were no single update from your side - no one knew where is the unit and when it will be shipped!!. on the 6th or 7th day I was informed in the morning that the unit is present in one US warehouse but needed to be send to the other as it needs to be tested and could be shipped afterwards! No one knew when!! I started to tell that if your not able to repair nor gave me the replacement I would demand refine. I chatted again the same day in the afternoon and consultant magically found tracking number and the delivery service orderer by the first warehouse (which wasnt able to check it).



As I wrote I was promised the unit will be shipped via expediate shipment but despite the promise i was given with, Razer send it via economy shipment!!! I was fouriuos about it and i was rejected to recieve it. Agent or supervisor promis contacting Fedex and change it to expedite shipment. Afterwards, the case was moved somewhere to VIP Response Tem - the most useless part of the customer service.



I told that I wouldnt recieve it because of this failure as it added another 12 days!!! I demanded for you picking another device in German warehouse but first checking what's avilable there. I also informed that based on EU law and Polish Civil Law you already had broken the law not finishing process in 14 days.



The VRT informed me that they will arrange the discussion with management. It was on last Thursday 20th of October. For the next couple of days there were no update despite the fact that i was chatting on the daily basis.



On Saturday I was informed that the next replacement from German warehouse was approved as well as expedite shipment of it but there was still no feedback from German warehouse.



On Monday the same - no update, once callback from them with no update - they'd been awaiting for feedback.

On Thuesday 25th things were drastically changed when I demanded to get callback from VRT supervisor. I was contacted by C. - the lady introduced herself as one of VRT supervisors. During the call she ignored all my questions about our arrangements! All my questions were ignored as she was one message for me: there is already tracking number - yes, this one i refused to receive. The call was dropped, she didnt call me back despite the fact that I concted chat later same day, the next day but she send me twice mails with the same content: a paragraph from Warranty Policy and the tracking number!



As you can see, for a week I had been informing about about arrangements, approvals, feedbacks, meetings but all of them were LIES



Later I send two mails mentioning that razer broke EU Law as well as Polish Civil Law which gives me right to demand compensation but they were unanswered.





The package stuck on customs now as customs agency is not able to contact me - razer forgot to include my emali address!