Out-of-the-box hardware problems - need advice

Hi folks -

After a long wait, got my Blade 14 today. Sadly all is not well - I have two out of the box problems and would like to hear community advice on next steps.

1) Left control key is not backlit - looks like it's fitfully lit by a neighbor at best. Normal?

2) Have one "hot" pixel in the lower-right corner. Probably wouldn't kill me, but seems pretty... well, -poor for a $2K machine.

Any suggestions on either, or should I pack my Razer right back up and ship it off for a replacement?

Will be honest, pretty disappointed in Razer right now - was planning on taking my new computer on vacation next week and it arrived just in time for that, just with these two problems.

Thanks!

 

I have similar experiences with the keyboard as well, some keys aren't as vibrantly lit as others, but they're still bright enough. The keyboard might be fixable on your end (Synapse, lighting settings, tinkering with those), but the pixel is not, in my opinion. And the pixel alone is enough to warrant for an RMA, in my opinion.

I'd do it as soon as you can, so you don't get attached. I had to do an RMA for my RBP a week after I received it as well, waited a month to get it back since I'm from the Philippines

I suggest an RMA, we deserve nothing short of perfection for our Blades

 

One tiny dot pixel?? I believe between 4-6 stuck/deadpixels is when it is worth sending it for replacement or refund but just one isn't worth sending back unless you are really picky and want perfection and that will never happen since if you get another replacement, it might have other issues besides the one minor pixel on your current one.

 

Firstly, I should clarify - we're discussing a "hot spot" of maybe 3-5 pixels; I used the term "hot pixel" poorly. This is a noticeable blip in the display.

Secondly, if I'm buying a $2K machine, I darn well expect perfection. If I had bought a MacBook Pro, I would have been on the phone with Apple immediately and had the laptop in a box on the way back within hours. I am slightly frustrated by Razer not working weekend hours and not being able to help me with this in a more timely fashion. I get that they're a smaller company, so I'm not at the point of making grandiose statements re: "they will never get my money again"

That's an aside; still looking for advice, tips, or other ideas to get this thing working the way it should - or any votes to pack it up and ship it off.

Thanks!

 

In my opinion I would ship it back. For the price you pay, there shouldn't be any issues with the laptop. I sent my Blade Pro back due to a busted USB port and some heating issues. Only problem with sending it back is it may take a while. They can't even give me a date to expect for me to get shipped a new one.

 

Man I know the feeling… in 3-6 months you won’t even remember that hot spot, but when she’s brand new…
Here’s the best I could find, and I don’t think you’ll like it… sorry…

Razer Warranty Policy | Razer™ | For Gamers. By Gamers.™
7. What are the terms and conditions of the Limited Warranty? What is covered?
…
Exclusions and Limitations. This Limited Warranty does not cover:
…
i. cosmetic damage, minor cosmetic abnormalities ( including minor pixel abnormalities) and normal wear and tear, including (without limitation), scratches, dents and chips.

You may get away with explaining/complaining this is not minor pixel abnormalities.

 

For anyone else facing this problem, thought I'd share my experience.

Firstly, Razers support guys may work some of the more annoying hours I could imagine as an East Coaster, but once they log into work they're friendly and genuinely try to be helpful. Points for that.

On the bad side: they absolutely will not accommodate a cross-ship, and claim they're just not set up for it. I ordered my Blade in advance of a business trip I'm taking with specific intent to use it for work; I'm in a bad position now since mine has a defect and I want to send it back.

On the good side: both support guys I talked to did everything they could to help short of changing company logistics. They also both offered me INSTANT RMAs; no proof, no questions (after I told them its a 3x3 area). Got a shipping label for the box, which I will send off tomorrow. I will probably receive a replacement next Monday; if I had been home today, might have even come by Friday. Is it perfect? No, but what is?

So while Razer might not be as good as Apple, they do seem to try. Will update upon receipt of Round 2 for the benefit of anyone else in a similar situation...