Seriously - Customer Support and Repairs are a nightmare | Razer Insider

Seriously - Customer Support and Repairs are a nightmare

  • 29 March 2019
  • 3 replies
  • 28 views

I am so irritated right now. So of course my 2016 Razer Blade got hit with the expanding battery issue. Since you cant order repair parts for the Razer, you are forced to send your unit back to Razer. So I got an RMA and sent my computer in for a battery replacement which takes all of 5 minutes. I sent my unit in on the the 10th and they received it on the 13th. Got the same standard 1 to 5 business days for repair email. Here we are 2 plus weeks later and Customer Service can not tell me what the hold up is. First, I wasnt getting replies to the emails that I sent in. Then I had to call, and the customer service team told me that the repair centers do not have phones, so they would escalate it and see if they could get me an answer. the canned response i got over the phone is that they had to diagnose my computer first. Not sure why, as I included a letter saying to replace my battery, and that is all i needed. So, again just telling me things to blow me off. I have no clue what is happening there but it seems like no one knows anything. Im frustrated that I buy a premium laptop and the customer service you get is not a premium experience. I get better service at walmart. I want to share my little experience on getting my battery replaced, and where we stand today. This is crazy that we have to deal with this and then also be without our equipment for this long. I use my computer for work and cant afford to be without it for that long.

Here is a summary of my current timeline to get my battery replaced along with responses from Razer:

March 13th Laptop Received at Razer (Day 1)
March 22nd I sent an email checking in to Razer Support with no response (9 Days)
March 23rd I sent an email checking in to Razer Support with no response (10 Days)
March 25th Since I didnt get a response, I called in and chatted with Customer Support - They couldnt give me any update and said they would get back to me (12 days)
March 25th Customer Service emailed me the following after my call: (12 days)
Good day!
My apologies for the delay of repair status.
We are currently communicating with our repair team for repair progress. Rest assured, as soon as they provide the repair status report, I will send you an email update in regards to your repair request.
Once again my sincerest apologies.
Sincerely,
Clint P.
Razer Support
March 27th - I sent an email checking in (14 days)
March 28th - customer service emailed me the following (15 days)
Hi, Andrew! We totally understand where you are coming from and that you just want the battery to be replaced on your device. We are doing everything we can to get updates from our service center about that. We have also endorsed this case to our higher team to be put on priority. We really apologize for the delays and the inconvenience that this has caused you. Rest assured that we are currently monitoring your case so that as soon as repair is finish, we'll get back to you immediately.

Sincerely,
Clint P.
Razer Suppor

Today marks today marks 16 days and i have no clue what they are doing. Im sure Razer will be happy to bill me the full amount for my repair no matter what happens on their end. Just know that its not as easy as sending your computer in and getting it repaired and sent back right away.

If anyone else has some experience on timing and how long it took I would appreciate it. Im basically held to sitting here until they feel the need to get back to me and give me an update. Changing a battery takes 5 minutes, and I dont like being fed lines of BS just to blow me off

Drew

This topic has been closed for comments

3 Replies

Userlevel 7
Hi @AJSmug. I understand that this is a frustrating experience and it may not mean much to you right now but allow me to help you out. Can you send me your case number via PM? I'd like to check the progress of your ticket.

P.S. Systems repair can take up to 15 days from the day the device is received.
I’ll pm you. However you tell me 15 days but this is what Razer sent me. So obviously there is some challenges with internal communications and customer expectations


Thank you for taking the time and effort to send your Razer Blade to our repair center. Repairs on your system will commence very shortly if they have not already begun.

Repair time times can range from 1-5 business days depending on current demand and the complexity of your problem. On rare occasions repairs might take slightly longer due to availability of parts. However, we will keep you updated should that happens. Rest assured we are doing all we can to quickly fix your Razer Blade and send it back to you.
Userlevel 7
AJSmug
I’ll pm you. However you tell me 15 days but this is what Razer sent me. So obviously there is some challenges with internal communications and customer expectations


Thank you for taking the time and effort to send your Razer Blade to our repair center. Repairs on your system will commence very shortly if they have not already begun.

Repair time times can range from 1-5 business days depending on current demand and the complexity of your problem. On rare occasions repairs might take slightly longer due to availability of parts. However, we will keep you updated should that happens. Rest assured we are doing all we can to quickly fix your Razer Blade and send it back to you.

Odd but I'll look into it. Will be responding to your PM in a bit.