Razer Customer support reviews

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.

 

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...

 

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.

 

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.

 

I am genuinely shocked to hear this.

Perhaps I have misjudged Lenovo. They make enough hairbrained decisions in engineering their laptops I assumed they must be terrible. Perhaps not.

 

I wonder if that's how it's going to be for me. They keep responding with basically the same exact thing "You have to send your laptop in." but don't actually create an RMA or provide any information. The last guy recommends that I let them troubleshoot any potential software problems I have too. I don't think so, they are getting the laptop without the ram/ssd for sure...

 

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.

 

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.

 

I personally hate that approach on principle, but the fact is they never get their butts in gear unless they understand the tangible losses become more than just you.

 

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.

 

It would be illegal for them to do that. If they try to make a case out of it, I'd go straight to the BBB and the attorney general's offices of your home state and California.

 

They dropped it when I quoted their own RMA terms:

"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.

 

Yeah. Makes me miss my alienware, even with all its flaws.
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.

 

Anytime I’ve had to deal with Razer support it’s always been a headache. And that last time I basically had to make a nasty reddit page before they even bothered to take me seriously. So they’re definitely still not good by any stretch. Which is a shame. This is why I would never recommend anyone buying directly from them. And if you’re going for an extended warranty make sure it’s through who you bought it from.

 

Yeah they were trying to make me send in my complete laptop so they could "test for other software issues" until I told them I was going to let Reddit know how terrible their support is. Suddenly I have a "one time exception." I still don't have any RMA form or anything, it's been 2 weeks already...

 

Time to go to the BBB.

 

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.

 

Wow and I thought my experience was bad. Have you posted this in the Reddit for razer? I know they have support people monitoring that forum and it may get you some additional help.

 

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)

 

Honestly the best practice in most scenario (in my humble opinion), to praise what should be, and criticize what shouldnt.

 

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.

 

Being able to physically take the laptop to a repair center makes a big difference, and with Razer it's not really possible in the US unless you either live near their repair depot (which is in California or Texas, IIRC) or their retail store in Las Vegas. That's why I never recommend buying from Razer directly and instead getting it from a retailer like Best Buy, B&H Photo/Video, MicroCenter, or the Microsoft Store that offers its own extended warranty services. In the case of Best Buy or MicroCenter, you can take the laptop right to a store and they will either repair it or give you a gift card for the amount you paid for the device.

 

That's the thing, you shouldn't have to threaten them with going public on a forum just to get some service. That's the only thing that made them hurry up in my case too. Prior to that it was the same "are you sure you want your $3300 laptop fixed?" over and over again. They waste more time/energy in trying to avoid servicing laptops then it would take to just service the laptop...

 

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.

 

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...

 

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?

 

Is it turned off and losing battery? Do you have a second SSD to try a fresh install of windows on?

 

Yes. 30% over 24 hours.

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.

 

The other SSD would only be helpful for a fresh install if you were losing battery while the laptop was in sleep mode or something like that. If it's draining battery while off, perhaps it is something silly like the USB charge function. Fingers crossed for you.

 

It was happening on some model, discharging a lot while sleeping they fixed with bios update, tldr unfortunately you should wait. Usually it takes forever for the update.

 

Support never even suggested doing one. I asked them about it today.

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.

 

It's another thing to carry, but you may want to just buy a small USB battery pack instead to save yourself any extra potential headaches with the laptop.

 

Yeah it's a minor concern.

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.

 

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.

 

Hope you don't need send it in a second time. If you have to, maybe you won't see it before...

 

This is what they have for me after my Blade came back after its third RMA. With the issue not fixed.
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.

 

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.

 

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...