Supremely Disappointing Experience. | Razer Insider

Supremely Disappointing Experience.

  • 26 February 2021
  • 4 replies
  • 1 view
M
Let me start by saying I had the new 30 series base model for all of 3 days, and during that time I really enjoyed it! It ran incredibly and the design is sleek.

After a few days of light use I noticed the screen had a single tiny dead pixel. I thought about it for a bit and decided that since I spent 3000(Canadian) on this machine I shouldn't let it slide. So I contacted support and started the process.

It was pretty smooth, support kept in touch and while the laptop was in transit for a week they wrote to me each day. However now the unit has been at their warehouse for 7 business days and I haven't received a single update. Of course their offices are closed to there isn't anyone to contact. On top of that their live chat support staff seem to be working off a script and can do virtually nothing for you.

By Razer's own policy the unit should have been replaced by now. This is absolutely mortifying. I spent 3000$ on a machine and it was defective. Either replace it or refund me. Neither of those things has happened and their support seem to be ignoring me now. It's such a shame because this laptop was actually fantastic - but I work from home and have been out of work for over a week now because of this terrible process.

As a lifelong Razer fan its disappointing to say but this will absolutely be my final Razer product. Communication is key. If you can't communicate with a customer that spent 3000$ on your product than there's a problem.
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4 Replies

D
Hi Martzehh,

I'm experiencing the exact same thing, I had a dead pixel and returned it. They keep answering the same thing, that they are working on it and escalating the issue. I've started a dispute on paypal since that was the form of payment fortunately. As you were saying, I am never buying any razer product either.
M
Wow that’s awful. Thanks for giving me the idea then I think I’ll escalate this myself via credit card company. Obviously there’s issues with the initial wave of 30 series laptops.

The only response support gives is very clearly from a script and it’s evident they aren’t taking the time to read my entire file (or even the timeline) as the script they copy/paste says that within 5 business days I’ll be shipped a replacement. It’s been 7 business days now.

Just a disgusting experience for an otherwise excellent product. I’ll never buy from this store again.
ChillyRide
Userlevel 1
Is it covid or wth... but Razer selling not tested devices. Huntsman mini had issues wich was fixed after 4 month of battle with support. Yesterday got Viper 8k, its totally not functioning in any game properly with 8K,4K and even 2k polling rate, sttuter, fps drops, unplayable in any games. And mod closed thread and ask to PM him. WTH? Why stutting mouth of people when such problems exist?
Razer.Speedcr0ss
Userlevel 7
Hi Martzehh and dquing88! Sorry for the mishap. Please send me your case numbers so I can check its history and contact our Support Team via PM.

Hey ChillyRide! Have you been supported by my colleague or contact our Support Team? Please send me the device's serial number or your case number via PM so I can help you out. Consider this thread locked.
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