Anyone else have an unusable Razer Blade Stealth and bad customer support?

Discussion in 'Razer' started by nadude, Apr 14, 2017.

  1. nadude

    nadude Newbie

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    I bought my Razer Blade Stealth from the Razer site because I was in a rush and excited to get this amazing new machine.
    Yet to my horror, it has three major issues that renders it as a completely unusable waste of money.
    1. It crashes and freezes randomly within 15 mins of use, so It isn't reliable for any professional work.
    2. It randomly decides to stop charging for a few days, they send a replacement charger, it worked for a few days, and now does the same thing.
    3. When transferring large files between two usb 3.0 devices, one just disconnects in the middle of a transfer after a couple minutes.

    I went through all their support instructions, restoring this, updating that, installing this, resetting that, disabling this, and nothing worked. They asked me to send it in.

    The sent it back, they wiped my memory, which wasn't a problem, because I never managed to save anything to it since it freezes so often. The refused to replace the machine for whatever reason, they didn't say how they repaired it other than just reset it.

    I plugged it in to charge when I got it. Within 3 minutes of starting, it freezes. I restart. It freezes again. I leave it alone for a few days, use my other machines as work is busy these days. I go to try it again, battery close to dying I plug it in and it doesn't charge.

    This the most useless machine I've ever owned, and they aren't supporting me. I asked for a refund. They refused by 'management'. I asked for a replacement machine, they refused.

    What can a customer do to get this computer working, that I paid good money for and it never worked from day one.

    Anyone else having these issues?
     
    hmscott likes this.
  2. kent1146

    kent1146 Notebook Prophet

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    If you paid by credit card, and live in the US, you can call your credit card company and open a billing dispute case. Explain to the credit card company that you received a defective product. You tried to work through the vendor's support process, without success. And you asked for a reasonable alternative solution (refund, or replacement unit), and were refused.

    Be sure to capture / save every interaction you've had with Razer on this (email, chat log, customer support system ticket comment, etc). Send that to your credit card company, so they have evidence on their side that you tried to work through the vendor's support process.

    Doing that should either result in your credit card company issuing you a refund; or having Razer bring up their "A-team" of support specialists to help you with whatever you need. It's funny to watch how fast you get to a company's top level of customer support once you threaten to not-pay them $1500.
     
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  3. don_svetlio

    don_svetlio Notebook Virtuoso

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    Depends on the country and local law - but you'll need to force Razer to respond - their customer support is infamously terrible.
     
  4. BRuTe007

    BRuTe007 Notebook Enthusiast

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    Almost all pay-card systems have a "charge back" process in their rules. Banks don't like that, but they HAVE to follow rules.
    I think you should ask you bank (card issuer) about charge back process or you can find information on pay-card system site (*google will help*).

    Friend of mine once returned money from internet shop that didn't sent expensive smartphone to him. By the way, it was VISA card issued by bank in Russia and seller was in Germany :)
     
  5. pbhenry3

    pbhenry3 Notebook Geek

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    Did you ever get a refund or replacement on this?
     
  6. hmscott

    hmscott Notebook Nobel Laureate

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    It shows he hasn't been back since April 17th... he never came back.
     
  7. pbhenry3

    pbhenry3 Notebook Geek

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    my bad. I was just checking as I get a lot of people that message me saying that they have had to paypal claim razer just in order to get a refund.
     
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  8. hmscott

    hmscott Notebook Nobel Laureate

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    Yup, that's why we don't recommend Razer any more - all the poor QA and product support, not to mention poor product design vs promises vs reality, especially with the huge ripoff the Razer Pro 1080 represents.
     
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  9. pbhenry3

    pbhenry3 Notebook Geek

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    I understand. Speaking of the new blade pro 2017, I just had someone contact me on this the other day saying they purchased one brand new and when they received it, it had uneven screen brightness across the panel, light bleed on the corners, lines down the middle of the screen, major screen flickering when DGPU engaged in high load, and then within the first week it wouldnt even power on at all. He had to file paypal claim because they refused refund.
     
    Last edited: Sep 14, 2017 at 9:22 AM
    don_svetlio and hmscott like this.
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