Hey everyone,
I'm reaching out to share my frustrating experience with Razer support and to ask for advice and support from this community.
As someone with non-verbal autism, I rely heavily on technology for communication and connection with the world around me. Recently, my Razer Blade 18 laptop, which is only a few months old, began experiencing overheating issues, which not only affects its performance but also jeopardizes my ability to communicate effectively.
Despite reaching out to Razer support for help, I've encountered numerous challenges and roadblocks along the way. Initially, I sought a repair for the laptop, hoping to resolve the issues and regain my essential communication tool. However, it became clear that a repair alone would not suffice, as Razer failed to address my concerns and ignored my emails, even after reaching out to senior management.
The prolonged delay in receiving adequate support for a laptop I paid nearly £5500 for is unacceptable. Under the Consumer Rights Act, I am entitled to a refund for a faulty product, especially given the crucial role this laptop plays in my daily life. I need a reliable device that I can use for basic communication, and the current situation has left me feeling stranded and frustrated.
I'm at a loss for what to do next and would appreciate any advice or assistance you can offer. Thank you for taking the time to listen.
Here's a timeline of events etc:
Monday, 26th February 2024
FACEBOOK 18:46:
(*Omitting the user’s name for security purposes) reached out to Razer to inquire if there is an accessibility department in the UK, explaining his situation of being hospitalized and having non-verbal autism, highlighting his dependency on the Razer Blade 18 for communication.
FACEBOOK 19:15:
Razer responded, requesting more details about the issue with the Blade 18 and its serial number, without directly addressing the accessibility inquiry.
FACEBOOK:
(*Omitting the user’s name for security purposes) provided a detailed description of the overheating issue with his laptop, stressing its critical role in his daily communication and speculating on potential causes like a heatsink problem.
FACEBOOK:
Razer, instead of addressing the accessibility support question, asked (*Omitting the user’s name for security purposes) to outline the troubleshooting steps he had followed, deciding to escalate the case and requesting a copy of his receipt/invoice for validation.
Summary:
(*Omitting the user’s name for security purposes) initial contact with Razer establishes his unique situation, emphasizing his reliance on the laptop for essential communication due to his non-verbal autism. The need for accessible and understanding support is crucial, given his hospitalization and reliance on the device for interaction.
Tuesday, 27th February 2024
FACEBOOK 20:51:
(*Omitting the user’s name for security purposes) expressed his concerns about potential delays in resolving his issue, mindful of the consumer rights timelines, indicating his awareness of his rights and the urgency of his situation.
EMAIL 07:29 AM:
Razer acknowledged the overheating problem and requested further details along with a battery/temp report, without addressing (*Omitting the user’s name for security purposes) concerns about the support timeline.
EMAIL 17:26 onwards:
(*Omitting the user’s name for security purposes) provided an extensive account of the laptop's condition, detailing his troubleshooting attempts and reiterating the device's importance for his communication due to his non-verbal autism.
Summary:
(*Omitting the user’s name for security purposes) provides a thorough explanation of the technical issues, underlining the laptop's significance in his daily life. His proactive communication aims to secure a resolution that considers his dependency on the device for basic interaction.
Wednesday, 28th February 2024
FACEBOOK 00:25 to 19:25:
Throughout the day, (*Omitting the user’s name for security purposes) emphasized his reliance on the laptop for communication and raised concerns about the pace of Razer's support, highlighting his need for accessible assistance due to his non-verbal autism.
EMAIL 09:20:
He mentioned he had the original box but lacked other materials for secure packaging, highlighting a logistical challenge due to his hospital setting.
EMAIL 13:44:
(*Omitting the user’s name for security purposes) again emphasized the conditions under which the laptop malfunction occurs and reiterated his request for shipping accommodations, citing the Consumer Rights Act 2015.
Summary:
(*Omitting the user’s name for security purposes) navigates logistical challenges related to the repair process, underscoring his situation as a hospital-bound individual with non-verbal autism. His requests for accommodations and references to consumer rights highlight his efforts to secure a resolution that respects his circumstances and legal protections.
Thursday, 29th February 2024
EMAIL 04:14 AM:
(*Omitting the user’s name for security purposes) responded to Razer's queries about theming and shipping but pointed out that his primary concern about needing assistance with packaging and printing due to his hospitalization remained unaddressed.
EMAIL 15:01:
After experiencing slow and unresponsive support,(*Omitting the user’s name for security purposes) requested a refund under the Consumer Rights Act 2015, linking his request to the ongoing technical issues and the lack of support tailored to his situation.
EMAIL 07:21 AM:
The Razer VIP Response Team acknowledged his refund request but offered an in-warranty repair instead, not directly addressing his preference for a refund.
EMAIL 15:35:
(*Omitting the user’s name for security purposes) reiterated his refund request, emphasizing the crucial role of the laptop in his daily communication and expressing dissatisfaction with how his concerns were being handled.
Summary: Faced with ongoing technical issues and support challenges, (*Omitting the user’s name for security purposes) seeks a refund, linking his request to the need for a reliable communication tool and the difficulties he's encountered in the support process, which are amplified by his disability.
Friday, 1st March 2024
FACEBOOK: (*Omitting the user’s name for security purposes) expressed frustration over the lack of progress and requested a resolution acknowledging his rights under the Consumer Rights Act 2015 and the Equality Act 2010.
EMAIL 05:31 AM: Razer sent an RMA repair request without addressing (*Omitting the user’s name for security purposes) refund request or accessibility concerns.
EMAIL 14:53: (*Omitting the user’s name for security purposes) sought clarification on his refund request and repair alternatives.
EMAIL 14:59 and 15:04: He expressed frustration over ignored emails and inaccessible support.
EMAIL 15:08: (*Omitting the user’s name for security purposes) asked for a simplified explanation of the RMA process, considering his autism.
Later: Razer sent a label with incorrect information, exacerbating (*Omitting the user’s name for security purposes) challenges with the repair process and demonstrating a lack of attention to detail in addressing his needs.
Summary: (*Omitting the user’s name for security purposes) continues to advocate for clear communication and support that accommodates his autism. His persistent inquiries and expressions of frustration underscore the ongoing challenges in obtaining the necessary assistance and information.
Context on Autism and Accessibility Needs:
Individuals with autism often require clear, concise, and consistent communication to process information effectively. Changes, complex instructions, or sensory-overwhelming environments can significantly impact their ability to engage with services or products. Therefore, customer support needs to be adaptable, patient, and understanding, ensuring that communications are tailored to meet their specific needs for comprehension and action.
Service Delays and Unaddressed Concerns:
The delays in addressing (*Omitting the user’s name for security purposes) concerns, especially given his clear communication of his needs and rights, are unacceptable. Timely and effective support is crucial for all customers, particularly for those with disabilities, as their daily functionalities and well-being can heavily depend on the products or services in question. The lack of acknowledgment and action on specific requests, like the need for accessible support or clear explanations, undermines the trust and reliability customers place in the company.
Consumer Rights Act 2015 Explained:
This UK law ensures that goods must be as described, of satisfactory quality, and fit for their intended purpose. When a product is faulty, the consumer has the right to request a repair, replacement, or refund. Within the first six months of purchase, it's presumed the fault was present at the time of delivery unless the retailer proves otherwise. This presumption overrules a company's return policy, like Razer's 14-day return window, as it's a statutory right that provides consumers with protection beyond the retailer's own terms.
Equality Act 2010 Explained:
This act prohibits discrimination against individuals based on specific protected characteristics, including disability. It requires service providers to make reasonable adjustments to ensure disabled individuals have equal access to services. This means Razer is obligated to accommodate (*Omitting the user’s name for security purposes) communication needs due to his non-verbal autism, ensuring he can access support services as effectively as someone without this disability.
Issue with Incorrect Label:
Razer's failure to provide a correct label for (*Omitting the user’s name for security purposes) to return his laptop is a significant oversight. It not only delays the resolution process but also adds unnecessary stress and confusion for Nicholas, exacerbating his challenges in managing the return and repair process given his current hospitalization and reliance on the laptop for communication.
Support Problems:
Lack of Accessible Communication: Razer failed to adapt their communication methods to accommodate (*Omitting the user’s name for security purposes) autism, neglecting the need for clear, concise, and patient interaction, which is crucial for his understanding and response.
Inadequate Response to Accessibility Needs: (*Omitting the user’s name for security purposes) requests for specific accommodations, due to his hospitalization and disability, were not adequately addressed. This oversight demonstrates a lack of consideration for his unique circumstances and the essential role the laptop plays in his daily life.
Delay in Addressing Concerns: The prolonged timeline and Razer's focus on standard procedures without expedited or adapted service for (*Omitting the user’s name for security purposes) situation reflect a failure to recognize the urgency and importance of resolving his case swiftly.
Non-Compliance with Consumer Rights: By not promptly offering a repair, replacement, or refund in light of the laptop's faults, Razer did not align with the Consumer Rights Act 2015, which prioritizes the consumer's entitlement to receive goods of satisfactory quality.
Failure to Honour Legal Obligations: Razer's handling indicates a lack of adherence to the Equality Act 2010's requirements for reasonable adjustments, underscoring a broader issue of not adequately supporting customers with disabilities.