(SOLVED)Is this real?- Worst online shopping experience with Razerstore

Since I return my HP Omen and moved to the new Razer Blade FULLHD, I started to order the new system from Razer, but everything is so bad with this company, let me talk my experience of ordering an Razer Blade FULLHD on their official online store.

7 Days after Day10:
Received my fullHD razer blade of my second order, thing looked pretty amazing, but when I test the display... No... two dead pixels or area found... then found the adapter and blade got weird electronic noise . Called razer support at the second day and asked for RMA. And sent back my first blade to Razer AP in Singapore today(27th Mar), hope to receive a unit with a perfect display and without any weird noise around fans and adapter.

Have to say that Razer get a better system suppor team than order support, since they have contact number for system support.


For Day7~ Day10:
Called bank, they said they could do nothing with a pending transaction and told me I should contact Razer. Razer just told me they had reversed the transaction at the day when the order was refused. It just took 5~6 days for commonwealth bank to process, so finally I got my money back at Day11.


Day1：
I placed an order for the new Razer Blade FULLHD on their official online store( http://www.razerzone.com/au-en/store) and payed by my credit card. Everything seemed fine, and I saw a pending transaction from "DRI shannon" for my order on my bank account.

Day2: Nothing happened.

Day3:
I received an email telling me that my order was declined and I checked it had been canceled by the system due to "billing address" or "payment method" issue. OK, whatever... I started a new order and sent my payment via Paypal (they accept Paypal for APAC store). BUT when I checked my bank account after placing the order, I saw the pending transaction for the previous order was still there! I don't understand what happened to their system, but what I saw was they were still charging me for a declined/canceled order! I tried to find any way to contact them, but I can't find any other way except sending their message! OK... I sent two emails to them to talk about the issue and ask for a solution.

Day4:
I received two emails with the EXACT SAME content but with different staff names for my yesterday's inquiries, it's this:
"Hi XXXXX,

Thank you for contacting the Razer Store.

I checked our systems and your order was canceled due to possible unauthorized use of your credit card. For your security our protection department did not allow the order to be processed. I’ve sent in a request to clear you from the system and you can make a new order after 24hrs. Please make sure that the billing name, address, and phone number being entered on our system matches your credit card’s billing name, address, and phone number as well.

I apologize for any inconvenience caused.

To get valid billing information for your payment method you can check what your bank has on record using a recent monthly statement. You can copy the billing name and address letter for letter from your statement. Thanks for your patience, and I apologize for any inconvenience caused.


Best Regards,
XXXXX
Razer Order Support"

But what I asked for is canceling the transaction for my declined order and the reason why they kept charging me for that order. I don't know if they understood my English and read my message, but there is still a pending transaction on my bank account for my previous order! I replied both email for requesting cancellation of the transaction and sent a new email for that issue. Let's wait to see what's their response for my problems and what will happen to my new order(the money was sent yesterday through paypal for the new order).

Day5:
Got one reply for my inquiry, but still the same content as I got last time(see above).

Day6:
No response.
Second order was placed over 72hrs and payment was sent over 48hrs, status is still "submitted".



For History Backup:
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Questions and NEED HELP for any suggestions:
I never saw such bad customer service for a premium product before, thinking it's a $AUD3000 laptop, I can't even get a sale or customer support representative to talk, the only way to get their answer is to send email to " [email protected]" and would get a standard answer after 20 hours. I would say this is the worst shopping experience so far. I even can't believe it's from Razer!

Please give me any suggestions about what I should do next, I'm so pissed off, should I just call my bank and report this is a fraud? What would happen to my second order?

 

I feel your pain. I just went through a bad experience with their customer service this week with both their processing and shipping. Here's a Razer number you could talk to an actual person with: (855) 872-5233, but since it's the weekend, you may have to wait til Monday for any resolution. If anything, you could file a claim with your bank. I know Chase is good with posting money back to your account within a few hours, but not sure about other banks. Goodluck!

 

Thanks!

A local online store could get a contact number and person you can talk with, Razer as an inter corp fail to do that...

I will try that number on Monday, although I'm in Australia, it's the only way to find a real person from Razer, shame...

 

How did you end up going?

I just placed an order for one on the Australian store as well and I'm hoping I don't have the same experience.

Fingers crossed!

 

Sorry for reply late, just updated the post, the thing with Razer just really made me disappointed, hope u receive a perfect machine and get good experience