I've heard stories that Razer has been stepping up their support game in light of years of poor reviews/rankings and I was curious what other Razer owners had experienced.
Here has been my experience with Razer support so far:
I purchased a 2018 Blade 15 Advance with the 9750H and 2080 (with the Elite extended care) however the battery is swollen.
October 13: I removed the battery, took pictures and opened a support case requesting they allow me to send the battery back and ship me a replacement.
October 14: I get a request for all of the same information that is already in the support request already.
October 15: I am told that Razer cannot legally ship batteries, but they decline to answer my question on how they ship laptops with batteries.
October 16: Still no response to my RMA request so I finally ask them what is going on.
October 18: I do another chat and ask that my case be forwarded to senior level support to see about just replacing the battery.
October 22: they tell me that razer parts are ONLY for Razer service centers and that I have to send my laptop in for diagnosis.
October 23: I still don't have an RMA number or any way to send the whole laptop back to Razer.
October 25: Razer wants to know if I would like to have my $3300 laptop repaired or if they can close the case. Seriously what are they thinking? Yes I want my laptop fixed, I've already stated it like 30 times in the dispute I've opened.
October 27: Razer is willing to make a "one time exception" to allow me to send in my laptop without RAM/SSD, even though their own RMA terms and conditions state " Remove all third-party upgrades to your SSD and RAM, adapters, cables, memory cards, and carrying cases before shipping the product."
October 29: I finally have an RMA number/shipping label. I'm dreading sending this in though, I hope it doesn't take them weeks to get it back to me. 16 days just to get to the point that I can send in a known defect so they can "troubleshoot" it.
November 2: Laptop received by Razer.
November 6: Razer created a return label but hasn't actually dropped it off.
November 12: Well I received the laptop finally. Razer made it difficult and specified that Fedex was not allowed to change the delivery location to a local fedex location to make it easy for me to pick up (requires a signature). Thankfully my wife was able to be at home yesterday and sign for it, otherwise I would have missed every delivery attempt because I do some weird thing called working. So far it works and the battery is fine. The laptop was SOOOOO dirty though, it's like they ate powdered donuts while working on the laptop, my dbrand skin went from black to white. I had to clean it with some rubbing alcohol just to get it off.
Not impressed with Razer's "elite" support to be sure. It took far too much effort and time just to swap a battery. The laptop came back in far worse shape than I sent it in.
-
custom90gt Doc Mod Super Moderator
-
For how much they charge you would figure they would have more people on the same page as far as their support is concerned.
Majority of the cases I have seen personally usually only got resolved when it had potential to become a PR problem on reddit or twitter.
Here's hoping they do you right, even if not in a timely manner...Terreos and custom90gt like this. -
Yeah the general conclusion here is that it's basically how it is with almost any Laptop Manufacturer outside of HP/Dell, Dell especially can be cool to work with, frustrating but they will throw money at the problem to make it go away and I have had them do this to me personally once, where they upgraded my system because of a problem.
Everybody else, and I do mean everybody, MSI, Gigabyte, ASUS ... all have hit or miss and sometimes miss BAD customer support.
I heard the rumor that Razer supposedly stepped up their customer support game in recent years but I think it's totally made up based on a few anecdotal experiences.
I needed a recovery flash drive for my blade 2018 base model. some one told me you can just write in and get one sent out for free while it was still under warranty, so I tried it, and got a very quick response, and i thought "Wow maybe they have improved?"
and then nothing happened for 6 goddamn weeks. I wrote in again and they responded like I had never written my first ticket. So i had to go through the whole process again, then I got to wait an additional two weeks, and i wrote in again and this time they said it was 'being processed' ... which i guess was better than 'sorry who are you again?' all in, i didn't get my flash drive for 9 weeks. It's a good thing I actually know how to reload windows/drivers on my own or my laptop would have been useless for months waiting for that.
The entire experience was very eye opening. I will probably never buy a razer laptop directly from them, and I believe that razer-care is a waste of money, 100%. I'd rather buy the retailers in house warranty than razercare (Microcenter's extended protection plans are pretty great).
Sadly, everything about the product is great, but the service is pretty garbage tier.Last edited by a moderator: Oct 24, 2020custom90gt likes this. -
saturnotaku Notebook Nobel Laureate
People like to rag on Lenovo as well, but I had a great experience with their Legion support. An older model laptop of theirs I had developed a fault in the AC adapter. Within 24 hours of submitting a support ticket online, they shipped a replacement via 2nd day air. They didn't even want the defective unit sent back.
Muezick likes this. -
Perhaps I have misjudged Lenovo. They make enough hairbrained decisions in engineering their laptops I assumed they must be terrible. Perhaps not. -
custom90gt Doc Mod Super Moderator
Papusan likes this. -
custom90gt Doc Mod Super Moderator
Just bumping this up with an update. Razer just asked me if they can close the case or if I would like the laptop repaired. I have no idea where they were getting the idea that I would like to close this case as unresolved, lol.
In regards to MSI support, I bought a GS66 with a bad 2060 and 1 month of warranty left. I emailed their support, that same day I had a RMA, sent the laptop in the next day. In 8 days I had a repaired GS66 that I promptly sold for a reasonable profit, lol...
Oh, and here is their chat that Razer keeps asking me to use:
-
Sounds like classic Razer to me. Never ever rely on them for anything or purchase from them directly without having an authorized 3rd party able to service your needs or your machine aka buy only from Bestbuy or MS or maybe Amazon, with their extended warranty. Absolutely no where else should anybody buy a Razer blade. I asked Razer fir a recovery flash drive to restore the factory image on a 1TB SSD when I upgraded. Never got one, and they asked if they could close my case. SD card slot broke on my RBP, they never proceeded to fix it. Unparalleled incompetence when it comes to support. The only people that get “support” are YouTube stars, in which case they just send them a whole new machine instead of actually repairing the existing one. Normal users don’t get offered that option.
-
custom90gt Doc Mod Super Moderator
Hah I guess that's status quo for them, they've asked me about 3 times now if I still want to claim my warranty. I did mess up today in chat though, I told them I had upgraded my RAM and SSD. After looking at threads on reddit it seems they try to void your elitecare if you do any upgrades. What a mess, I may have to take this conversation to reddit and see if I can stir up some bad publicity for them just to get something so simple as their defect fixed.
Papusan likes this. -
-
Trully horrible.
Chat is always unnavailable. Keep refreshing, sometimes it works.
Mine went in October 1st for a battery losing charge over night with the unit switched off.
My email conversation with their support is looooooong by now. Still they only tested the unit for half an hour and declared it was free of any issue.
The first shipping label they sent me didn't even cover shipping for batteries, FedEx wouldn't take it. Had to wait a further 10 days for Razer to give me the appropriate shipping label.
They did not test the battery holding capacity over a period of hours with the unit turned off.
Asked them to test it again, that was about 8 or 9 days ago. No further updates.
It trully is amazing how bad it is.Last edited: Oct 26, 2020 -
saturnotaku Notebook Nobel Laureate
-
custom90gt Doc Mod Super Moderator
"Razer is not liable for lost or damaged personal items that are shipped to the Razer Repair Center. Remove all third-party upgrades to your SSD and RAM, adapters, cables, memory cards, and carrying cases before shipping the product. Only ship the items that were included in the box when the product was originally purchased."
Still a total pain to have to send a whole laptop just for a swollen battery.Terreos and saturnotaku like this. -
Dell support was amazing compared to this. I had issues with temps and they just let me keep my laptop until a repair technician was available. Then he came to me at my office during work hours and just changed the parts. Took less than an hour and wasn't a hassle at all.Terreos, custom90gt and saturnotaku like this. -
custom90gt and saturnotaku like this.
-
custom90gt Doc Mod Super Moderator
Papusan, Terreos and saturnotaku like this. -
saturnotaku Notebook Nobel Laureate
-
Guys I need your help, I really don't know how to proceed.
From the start:
-Got the Blade Pro in March, screen had noticeable blemishes
-Opened ticket April 15th, got the laptop back May 25th.
-Wrong screen was replaced (got a 60Hz instead of the original 240Hz)
-LOTS of back and forth with support, finally got another RMA sorted, laptop shipped back to Razer July 3rd
-Got it back July 15th
-Didn't use it for a while as I was enjoying my holidays. Verified later that the battery does not hold charge.
-Opened new ticket September 15th, wrong shipping label sent by Razer on Sep 25th, FedEx wouldn't take it.
-Correct shipping label sent by Razer on Oct 1st
-Haven't seen my laptop since. They have still not verified there's even a fault with the battery
-Getting the same email for more than two weeks now "still to receive feedback from relevant team. I hope you have a blast!"
What... How... Where even to begin??
What can I say to get my laptop back?
Since getting it, the laptop has spent more time in Razer's care than being used by me.
I got the laptop as a company bonus thing. My company's german, I work and live in Portugal. Unfortunately I don't have the purchase receipt and accounting is making it very hard to get a copy of it. So I'm not sure what my rights are.
This is the most frustrating customer experience ever. And I've dealt with HP, Dell, Asus, MSI, Gigabyte, Acer, Lenovo and multiple Clevo partners. Never seen anything like this.
My expensive af laptop is going on its third RMA, nevermind the amount of time I spend without it. How am I supposed to trust this machine with work/life stuff? Wondering if I will be able to use it for anything other than gaming at this point. If I ever get it back. -
custom90gt Doc Mod Super Moderator
-
I had a good experience with razer support here in Singapore:
my issue was smaller though with one of the key caps being loose/spoiled.
it took a few days to get my ticket and several emails asking basically the same info (serial number and such stuff) but from then onwards the experience was great.
I brought the laptop to the local service center (again it may easier compared to others here since the distances here in Singapore are manageable...), the tech took the laptop and after 2 days they delivered it repaired and in pristine condition to my office.
So I have no complaints so far and this is my 4th razer laptop (previous 3 had no issues and were used for 1-1.5years)Reciever and custom90gt like this. -
-
Oh my God! Posting here and on Reddit actually helped.
After weeks talking to what seemed like a NPC from some Elder Scrolls game at Razer Support, I got a shipping label and my laptop is on the way back!
Literally hours after posting on Reddit I was approached by some Razer community manager and things got going quickly. Battery swapped and machine in the post.
They offered my a Razer Naga Trinity as compensation, quickly prompted them to get lost as I reminded them I waited for 45 days for a damn battery swap, plus 45+ days without my laptop earlier in July when they installed the wrong damn screen when it went in for the first RMA.
I should show you guys the e-mail trail for that mess up. They swapped me a 240Hz screen for a 60Hz panel. Didn't test it, sent it back. Took literally more than 30 e-mails to get them to take the machine back for repair.
I wouldn't touch a Razer with a stick after this.Last edited by a moderator: Nov 1, 2020Papusan, custom90gt and saturnotaku like this. -
saturnotaku Notebook Nobel Laureate
-
custom90gt Doc Mod Super Moderator
saturnotaku and Papusan like this. -
Yeah... Excuse the language on the original post BTW.
If I was a 13 year old TikTok super influencer with millions of followers I bet my experience with Razer's support would be great.
Sadly, my dance moves suck, and so did my support experience.Joikansai, saturnotaku, Papusan and 2 others like this. -
I hate being proved correct just as much as I hate being proved incorrect.
Either way, I am glad that you guys got some movement on your cases...Papusan and custom90gt like this. -
God damnit. Razer is close to breaking me.
Razer Support should be the torture of choice at GITMO.
So after almost a month and a half of back and forth about my malfunctioning battery. It took me posting here and on Reddit to get the case moving again. Got my laptop back yesterday and a new battery was installed.
I found no proof of further testing, as they usually uploaded a battery report.
I don't think they tested it. It's still losing charge overnight. 16% over 12 hours with Windows 10 just as it came from Razer. Hibernation off, fast startup off, selective USB suspension on.
Razer support tells me I have to start the process all over again.
This laptop is a lemon. And my company's acconting department can't give me the proof of purchase. It was a company bonus for last year's performance and they wont give the purchase details out to employees, specially when it was purchased by another office, in another country... I don't really know my rights here, I'd really like to demand a replacement unit as this amount of RMAs, issues and hundreds of messages are really taking its toll on my mental fitness when dealing with their support.
WHY GOD, WHY? -
custom90gt Doc Mod Super Moderator
Is it turned off and losing battery? Do you have a second SSD to try a fresh install of windows on?
-
I have one but have not tried it this time, think a different SSD will make a difference?
I've tried fresh windows thru Windows Media Creation Tool and thru Razer's recovery partition to no avail. This time I did not do or install anything on the laptop. Just finished the undergoing W10 installation as soon as I got it. Updated it and updated Synapse.
I was looking thru the BIOS options (I'm on 1.03) and found something I may have overlooked. "USB Charge Function" was set to AUTO. Turned it OFF. I never had any USB devices whatsoever connected to the laptop when verifying the battery drainage over time. -
custom90gt Doc Mod Super Moderator
saturnotaku and Papusan like this. -
-
Turning off the USB charge function appears to have fixed it. I don't want to jinx it and will still wait a few more hours before turning it back on again. Sucks that I can't charge my phone or my camera when it's turned off in my bag tho.custom90gt likes this. -
saturnotaku Notebook Nobel Laureate
-
Too bad it took me this much time to try it.
In my defense, the laptop wasn't even in my posession and I only tried it this time after perusing again thru the BIOS options. Always resorted to resetting them to default to rule out any issues coming from here. -
custom90gt Doc Mod Super Moderator
Bump with an update in the OP. Maybe if the laptop arrives before November 13th it will have only taken one month to get a battery replaced and many hours of my time. What a joke.
Papusan likes this. -
custom90gt likes this. -
Literally more than a hundred e-mails, hours of following troubleshooting, sending battery reports, weeks of waiting and now I get a new intern that thinks I have a problem with my charger.
I think I'm gonna take up heroine. -
custom90gt Doc Mod Super Moderator
Well I received the laptop yesterday finally. Razer made it difficult and specified that Fedex was not allowed to change the delivery location to a local fedex location to make it easy for me to pick up (requires a signature). Thankfully my wife was able to be at home yesterday and sign for it, otherwise I would have missed every delivery attempt because I do some weird thing called working. So far it works and the battery is fine. The laptop was SOOOOO dirty though, it's like they ate powdered donuts while working on the laptop, my dbrand skin went from black to white. I had to clean it with some rubbing alcohol just to get it off.
To sum up, Razer support sucks, lol.Terreos, Shark00n, saturnotaku and 1 other person like this. -
Glad to hear it.
Better to have a dirty dbrand skin than a banged up laptop, I guess...
Small update on my case. Turning OFF the USB charge function did fix it. Laptop holds charge no problem now.
Asked Razer for a BIOS update and current version changelog, as I can't find it anywhere. Got bumped around to another support guy, probably the 15th person I've talked to since April, that assures me the issue with my charger will be fixed in no time, and to check if it has a green light.
Not kidding, they absolutely do not check the previous conversation logs. This guy has absolutely no idea what my issue was and is asking me to do a full system recovery again.
Bonkers!
To think I was 45 days without the use of my laptop because of a simple BIOS setting. Shame on me for thinking DEFAULT BIOS options was the way to go...custom90gt likes this.
Razer Customer support reviews
Discussion in 'Razer' started by custom90gt, Oct 23, 2020.