TLDR : I bought a Thunderbolt 4 (TB4) laptop (Blade Stealth late 2020). The laptop was not able to handle 2 external monitors plugged in the same TB4 port while this ability is mandatory in the Thunderbolt 4 specification. I reached out to Razer Support and during months they muddied the waters by giving me nonsense answers (like asking me to use the HDMI ports on my laptop which doesn't have any).
AND TODAY, after months of tearing my hair out, they finally admitted this :
Hi XX,
Thank you for the response. This is YY once again from Razer Systems Support. With regards to our previous conversation, I have forwarded your case to our senior specialist for further clarification and information about your device specs. And yes, we have confirmed from them that your device has already a thunderbolt 4 port on the right side, however, this can only accommodate one external monitor. This doesn't support two external monitors at the same time.
With regards to returning the product, I would like to set your expectations properly that we only have 14 days return warranty period. As much as we want to process a refund for you, however, we are unable to do so since it is beyond the return coverage.
You can also check this link for your reference: https://www.razer.com/legal/returns-refunds
We understand your frustration with the device feature and we apologize for this resolution that we have for your case. This is not the experience that we would want you to have from us but we are here to help you through your case as well as follow the processes and policies from our end.
We appreciate your patience and understanding. In any event that you will need further our assistance, please don't hesitate to reply to this email.
Here are the official Thunderbolt 4 specifications :
What should I do now ?
They admitted their lie but they won't refund me. Who should I contact ?
I've never been in that sort of situation where a company didn't respect their engagement and don't want to make amends for it.
Thanks for reading me.