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Timescales for support

  • July 6, 2020
  • 3 replies
  • 39 views
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Does anybody have any information about what the actual timescales are at the moment for support requests / RMAs? I've only been quoted standard time frames, but these are clearly not currently accurate. For example:
  • How long should we expect to wait for a replay to a support ticket? (I've been waiting a couple of weeks)
  • How long should we expect a replacement to take? (I've been waiting about two months so far)
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    3 Replies

    Razer.Caziel
    • Razer.CazielRazer Support
    • I am the Lightbringer
    • July 7, 2020
    Based on my experience, peripheral replacements usually take up to a week or two, shipping included. But you will have to count from the date that the defective device is received. Do take that with a grain of salt as I am part of the Razer staff. Anyways, shoot me a PM with your ticket number so I can check what's causing the holdup. Let's go from there.
    P
    • punxel
    • Author
    • July 7, 2020
    It's a laptop in my case, but two months is obviously a lot longer than two weeks. I'll send you a PM, any information would be appreciated at this point.
    Razer.Caziel
    • Razer.CazielRazer Support
    • I am the Lightbringer
    • July 8, 2020
    Laptops are a bit more tricky since they heavily depend on parts availability, but I'll look into your PM as soon as I can.
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