Razer refusing to refund me for returned laptop and lied to Paypal about recieving it.

I know there isn't anything that can done about this on this forum. But, I'm currently having an issue getting a refund on a returned laptop by Razer and want to share my story. I also want to warn people about how terrible these people are treating me and straight stealing from me at this point. I have a reddit post here.
https://www.reddit.com/r/razer/comments/alo9yy/razer_refusing_and_lying_so_i_dont_get_a_refund/

So on December 4 2018 I decided I wanted to buy the new Razer Blade Stealth 2019. The new mx150 seemed like a good balance of power in a portable package. After it arrives on December 13 2018 I discover that my unit had noticable coilwhine when under load. I give the laptop week to see if it would be a problem and determined December 20 2018 that I didn't want to keep the unit and wanted to return it within my 15 day return window.

I get an RMA from razer and am told to send my laptop to: Razer KULS, LLC. Doors 1-6 24760 S. Main St. Carson, CA 90745 I take it to my local Fedex and pay for the shipping back as Razer did not provide me with one and did not specify that I would be getting one.

Now December 25 2019 I get another email from Razer with a shipping label saying to send my laptop to: Razer USA 9 Pasteur Suite 100 Irvine, CA 92618 Carson, CA 90745 At this point I'm panicking because this is a different address than what I was given and when I email them back saying I got two emails with different addresses I never get a response.

December 28 2018 rolls around and I get a confirmation from Fedex that my package arrived and was signed by someone named Ricardo. And now I finally get a response back from Razer saying they got the laptop and that it will take 2-3 days to issue the refund and it can take 10-15 days for it to post on my paypal account.

So January 13 2019 comes around and I have yet to hear back from Razer and decide to email them as my return was do. January 15 2019 comes around and they tell me they are working hard to issue my refund and my time is precious to them. Please allow 2-3 days. Well three more days go by and I hear nothing.

So at this point I file a dispute with Paypal saying I did not get my refund. I provide them with a picture of my return receipt with fedex. I figure they will help get my refund. Last night January 29 2019. I get a notification from paypal that my request has been denied. The website had no information as to why so I call Paypal to get an answer. The representative that I got reviewed my case and confirmed they got my tracking number and told me this "Razer has claimed they did not recieve the laptop and that your tracking number is invalid" "They also say there is NO RAZER RETURN CENTER IN THE USA." I tell them I have an email from Razer telling me to send it to that location. So paypal says they will reopen my case and I can send them the email in 72 hrs when the case is reopened.

So as of right now I returned the laptop, have not recieved the refund, was denied a refund from Paypal because Razer claims they don't have it or the address they gave me exists. So I'm at a lose at what to do. I'm not a youtuber so I can't make a video that will reach the eyes of millions and make Razer realize they messed up. So what can I do? Razer seems to be trying everything to make me pay for a laptop that they signed for as returned.

Thoughts or advice?

 

Did you try a charge back with the bank?

 

It's through Paypal. So it's through they're credit card. I can take a look later and see if that's an option.

 

Slight update... Someone on the Razer Forums who last I checked was a Moderator on that forum and I consider a friend says they're looking into it now also.

I'm still sad I have to make this public to even get treated like a human being.

 

I can't resist a little internet sleuthing, and found a listing for a company called KULS LLC at the first address. They are an importer/shipper and apparently handle some of Razer's shipping based on this sample bill of laden I found: https://www.importgenius.com/importers/kuls-llc
And here is another company listing with a phone number: http://www.buzzfile.com/business/Kuls-LLC-650-589-2575

The second address in Irvine is Razer's main US office, which should be the correct location to send an RMA. Makes me wonder if Razer somehow mixed up your RMA with some other shipment info, and they can't sort it out because their left hand doesn't know what their right hand is doing. Either that or someone within Razer's shipping process is stealing laptops.

 

If I need to I will use this information in my case. Honestly I'll need all the ammo I can get.

 

So razer gave me a refund for the cost of the laptop last night. So they still owed me for shipping. Not to long ago I got my phone call from Razer. I did very little talking surprisingly. The women that called me seemed to be terrified to be on the phone with me. Can't say I blame her. But, they wanted to offer me a product from razer to cover the costed of the shipping. She was only offering $50 products and I thought they all sucked. So I counter offered saying I wanted the TarTarus V2 at $80. She did not hesitate but did say she needed to get permission to send me something of that value. I let her know to remind whoever she needed to talk to that I spent over a month to get the refund, had to resort to social media, and someone on their end lied to paypal about recieving the laptop at all. She agreed and will be contacting me in the next few days with their choice.

Hopefully this is the end of this whole ordeal. But, I wanted this to be shared with all of you because this needs to be seen. I've been a fan of razer for years. And they've been slowly losing my trust year after year. This broke the camels back and I officially HATE this company. At this point I would buy a MacBook Pro instead of touching another Razer Laptop. This is a shame because my Razer Blade 14 I just sold was flawless and I loved that laptop. So for anyone buying Razer products please be safe and buy from amazon or the microsoft store. Anywhere but directly from them. That way if you get a dud you can return it and get a refund without going through the month of hell I had to in order to get my refund.

If anyone has trouble with Razer please contact me. And I will do my damndest to help you.

Now if you'll excuse me I'm going to team Alienware.

Terreos
Aka: TK-1987 on Razer Insider
Signing off

 

I had over 6 messed up power adapters for the blade 15 and never got my first one back until creating a reddit post that had thousands of views. They are a shady, slimy company. All their posts “helping people on reddit/social media” are just a save face. Literally the worst company I’ve ever dealt with in my life. I got two other 4K blades through Amazon for this reason and both broke down. Never will I buy a Razer product again. If you need anymore help let me know. I still have the contact info of two top tier Razer Support members after all the stuff I caused them.

 

I think I'm good. They refunded the cost of the laptop and are sending me a taratrus v2 to cover the shipping. So I'm making $30. I should've tried the one with mechanical switches. But figured I didn't want to push my luck and just be done with them. If the Tartarus breaks or is defective I'll let ya know.

I'm never giving them another cent. They've lost me as a customer for life. I hope they lost some more customers do to my reddit post too.

 

Razer CS is known to be complete trash unless you’re a big time YouTube star

 

Yeah I learned my lesson. Shame as my blade 14 was flawless and loved it. But I can't be making posts on reddit to get my money back or have an rma fixed. Just gonna move on and stick to other brands.

 

Alienware/Dell has excellent customer support, best in the business in my opinion. They’ve always went above and beyond, especially when they screw up a repair. I had my M18x R1 swapped out for an Alienware 18 when they ran out of parts to fix it.

 

That's excellent news since I'm getting an area 51m. Would you recommend an extended warranty from them?

 

Yes definitely, if something goes wrong in the future, they will replace the entire computer if they can’t fix the problem. Extended warranty is not outrageously priced and you can often haggle down the cost

 

I'll call up dell tomorrow then and see if they can add 3 year extended warranty. I plan on keeping this for a few years. Possibly longer if by some miracle we get compatible upgrade gpu's. Not holding my breath on that but I can dream.

 

Meanwhile, in Razer-fan-land: https://www.reddit.com/r/razer/comments/an1u7p/whats_your_guys_option_razer_is_the_apple_of_the/

 

Goddonya for pushing OP. How inept to confirm receipt, and then state to paypal that they never received it.

 

Ya can't fix stupid.

That's the part that triggered me to do a reddit post to begin with. A company straight up lying so I did not get a refund just infuriated me. What's funny is once they got publicly called out, how quickly they changed their tune.

 

Did you purchase an extended warranty from Amazon or just return in the standard window? What was your experience in either case?

 

I bought mine through Razer directly. The laptop was not available on Amazon as I bought it day one. I mention in my reddit post that I warn people to buy Razer products through reputable reseller like amazon or microsoft store. Both of which have been great getting me returns in the past for faulty products.

 

Yep, while I never intend to purchase another razer product again, if I give in to being stupid and falling for a new design, it would be purchased from MS, BB, or amazon for sure. Razer is wholly incompetent

 

That is part of the problem. They make such eye catching and sleek looking machines it hard to resist. Plus that neon green is my favorite color.

 

Don't look; your wallet won't be emptied; your life won't be turned to stone.

Spoiler: Razer, Don't look!!

 

Neon green is my favorite color too but I've given up completely on any razer product a few years ago when I bought a mouse from them and to be able to configure it, I would have had to create an account to use the software. Easy fix, nope, no account and I'm still using that mouse with the default settings/buttons.

Now it's just muscle memory. When I see whatever razer product, I just pass by/scroll past, no matter how cool it looks.

 

Yeah after this I'm not touching their products again. They've lost my trust and dollar. And to be honest I've found logitech mice to be vastly better. Now I'm just waiting for them to make a good wireless mechanical keyboard and back lighting.

 

Can't sell my razer stuff fast enough to get back into the Alienware brand. Was hoping to offload all this junk and step into the Area 51m along with the alienware backpack, keyboard, headset, and mouse just like I have with the M18x

 

@Terreos i hope you’re happy with your Area 51m, and don’t turn back like this guy, Hucast, ex Alienware Fans that had bad experience there and came to Razer unfortunately he’s too active like every hours posting on that forum until he’s banned, I remember he wrote often about dell QC and CS that made me also thinking twice getting 51m from EU, hope on country where costumers is really king I can get it someday. Till then my Razer Blades feed me well. I mentioned several times here, Razer has great design, not mentioned QC and performance but on thin light it’s still one of the best laptop imo.

Just throw it out, what’s the point keeping junk , your house would be garbage house then. I wanted to sell my MacBook Pro, but it’s asked €300 prefer reuse it again as printing machine on the corner under the stair where no one can see purely print out machine.

 

They will sell. Razer stuff has alot of appeal and always sell. Give it a week and it'll be gone.

Honestly I wish I had one of your units. The sleek design and decent thermals is an appealing thing to have in the thin and light department. But, with questionable customer service it's a hard one to swallow. Plus every laptop I bought from them had coil whine. Though in the case of my blade 14 it was only noticeable if I had my ear right on top of it. My blade stealth on the other hand was noticeable at normal working distance. So they have to fix that or make it quiet enough to not hear. What's a shame is they are one of the few that put their speakers on top. Where they should be. Too many others do it on the bottom and ruin the experience by doing so.

I'm waiting for the honey moon phase to end in about a week. So far it's a positive experience. It's stupidly fast and powerful. I did find a bug that if it's in adaptive charging mode you have to reboot the laptop with both power supplies connected to get out of basic performance mode. I did find a work around by changing it to standard charging in the bios. Waiting to hear back from support and hopefully they acknowledge the issue and fix it.

 

Early adopters units comes always with issues, same like your and 51m and stealth 2019. On stealth seemly is already addressed. CS experiences may be vary but yes it's too many horror story I saw especially there in US. Lucky me live in EU with good politics toward costumers manufacturer can't messing here including Razer, one call to EU head quarter here, problem solved within a day in my experience. Coil whine is directly rma to me as well btw. I don't understand why they have only 1080p option, I understand if it's portable laptop for battery life but it waste the power a lot, hope someday it'll be 1440p option...in lighter weight...and not throttle...see, costumer always put high expectations

 

It's funny, I've seen people wonder what to do with their Razer crap - having gone to repair several times and still have problems - they can't sell it for what it's worth with the constent problems - whoever buys it will want their money back, from you!

And, so they consider giving it to "friends / family", then realize they'd have to support that crap on top of the bad relationship it would build between them due to failures keeping them from using it - maybe ruining school or work situations along the way.

Here's a few idea's for partially working or dead hardware I've thought of over the years...

Make it into an art project, pull it apart and press it into resin and build it into a table top, or make it a hanging parts Mural - if it POSTs and turns on lights so much the better for the Art display, or take it out and shoot it with high caliber guns - get it on video and post it to youtube to make you famous.

 

I sold my Blade 14 QHD 2015, for €1600, 2 years gaming usage, Blade 14 FHD 2017 for €1600 14 months gaming usage, all sold on mint condition. All horror story seems make resell value lower, but there’s still some collectors that searching rare Razer gears. Just sold this Razer Phone Limited Edition for €750 and for Razer Edge Accessoires on eBay Kleinanzeigen (privat EBay like Craigslist) game Controller is asked for €250 and that battery pack still can easily sold for €100. My gears sold always mostly on good condition, once i sold ****y Mi Air 13 for very low price and tagged as defective unit even I could repair it and make it works again (it was broken not in 6 months gaming usage), I’ve also nightmare with famous gaming laptop brand not a month gaming usage almost die on my hand, good things is that we have good costumers protection politics here so reseller or manufacture can’t messing around with us, got refund and get Blade 2015 never regretted it. Most of my gears are portable laptops despite Qosmio x303, because I move a lot, so thin light is my things. It was only Razer back then that had that options, now with nvidia following Razer trend with maxq comes other manufacturer in competition but still prefer that sexy Medusa, feel like this everytime they released new Blade

 

Late reply. Standard Amazon. I was actually a little outside the return window too