Unfortunately, in mid-August of 2020, just shy of a year after I purchased the laptop, the right fan began making a loud whirring noise, and died. It has since not worked at all, and I have been using an external fan to try and cool my GPU. I reached out to Razer Support, and they gave me a list of things to try, eventually ending with factory resetting my laptop. At the time, I could not wipe my hard drive and send my laptop away because I needed it for online post-secondary school, and did not have access to another computer. I told Razer Support that I couldn't factory reset my laptop, and the last I ever heard from them on that support ticket was "Please take your time, give us updates as soon as you perform the reset."
A couple days ago, I was experiencing an issue with the mouse 3 click on my Razer Basilisk Ultimate, and upon solving the problem over a support chat, I figured I would ask the Razer employee I was talking to if my laptop would still be covered under warranty, seeing as I had opened the support ticket before the warranty ran out, but merely wasn't able to do the suggested troubleshooting. I was told by Razer employee Jeush E. "[The Warranty team] should base it off of the first contact". He also recommended I open a new support ticket, provide the previous case number, and explain my problem and situation. So I did. the Support team has since told me that my laptop is not covered under the warranty, which makes no sense to me, seeing as I opened the original support ticket two days prior (August 13, 2020) to what would have been one year after buying my laptop (August 15, 2020). So if the warranty team bases the warranty off of the initial contact with the Support team, how is it that my laptop wouldn't be covered under warranty?
Attached are screenshots showing the date of purchase, and the date of creation for my first support ticket. Linked below is a YouTube video of the noise my fan was making prior to it dying.
Thanks,
Jon