Reviewers should add serviceability, reliability and customer service when recommending devices. Then Razer will truly come out to be the worst option anyone can take. And it will allow proper buying decisions to be made.
I purchased the Razer Blade 15 4k when it came out. 6 months in the Touch screen went. It took 1 month just to go back and forth as they communicated every 24 hours, does not matter if your send the message 7am in the morning, you will still get a replay the next day. It took them 2 months to repair. another 6 months in and the screen went again.
Even though I RMA'ed the device before my warranty . They didn't even touch my device until April. then they accused me of cracking the screen. Which was a ploy to get me to just pay for the screen as I was out of warranty. I pay and then they come back to say that they can't get the parts, because of corona virus. Well if they fixed by device in January that would not have even mattered. No that I was already close to £4K in, I managed to get them to replace replaced the device with a 4K screen, This was a Razer Blade 15 Studio Edition, after 7 months of fighting with Razer. This device has failed again in November 2020.
They have failed to honour their own T&C and that of the UK Consumer Act 2015. The Act say if multiple occurrences of failure full payment of the device and cost associated to be returned.
In Razers T&C: Consumer Law. This Limited Warranty gives you specific legal rights, and you may have other rights that vary by your country, province or state, as applicable. Other than as permitted by law, Razer does not exclude, limit or suspend other rights you may have. For a full understanding of your rights, you should consult the laws of your country, province or state, as applicable.
I messaged them with "This is a right I have under the Consumer Rights Act 2015 section 19 subsection 5: "If the trader is in breach of a term that section 12 requires to be treated as included in the contract, the consumer has the right to recover from the trader the amount of any costs incurred by the consumer as a result of the breach, up to the amount of the price paid or the value of other consideration given for the goods."
" and asking to refund me the money.
they replay with
"Hello, Ahmed.
Thank you for patiently waiting for my update. After discussing the case further with our internal team, they have advised for further troubleshooting instead since we see that not much troubleshooting was done with Technical Support to attempt to fix the issue. We can only go with a repair or replacement for your unit thereafter.
Please know that this decision is made by Razer management. We hope you consider to go with either.
Sincerely,
Kim
Razer VIP Response Team"
Given that I had to succumb to their cruel ways as taking them to court will be to expensive. Asking for a replacement of a device that is the same spec as the Razer blade 15 Studio addition the give try to give me a device that costs 2,399 when the device I had costs £4,299
"Hi Ahmed,
I hope you're doing well today.
I'm sending an email in regards to your RMA RZC-XXXXXXX
We would like to offer you RZ09-03304W42-R3W1 RazerBlade15AdvancedModel(CH5NT156FHD-300HZi716GBRTX2070S512GB)-UK Packaging. This unit is non-touch but we assure you that the specs are higher than your original device as it has 300Hz display and RTX 2070S.
Please confirm that you agree to the offered unit so we can proceed with shipment to the address below:
Street Address: XXXX
City: XXXX
State/Province: XXXX
Postal (Zip) Code:XXXX
Country: United Kingdom
We look forward to hear from you soon. Thank you for your understanding and we're hoping for your continued support to Razer.
Sincerely,
Dana
RΛZΞR| Customer Service Support"
I then replay with
"
Hi Dana,
This is unacceptable. Last time I had to wait 7 months before stock could be allocated. I have already waited 1 month since RMA'ing the device, this is bad service and I demand this gets escalated and replacement with the same specs of a 4K screen, 1TB hdd, 32GB memory, and Quadro equivalent GPU is sent to me within the next 3 days.", basically asking for a device with the same specs as the Razer Blade 15 Studio Edition I already had
And Razer rudely replies back to me when I asked them if they can provide me a device with the same specs as the Razer Blade 15 Studio Edition.
"Hello Ahmed,
Good day!
We apologized for the delay and inconvenience this has caused you. I completely understand the urgency of your request.
Please be informed that we are doing our best to provide you a replacement unit as soon as possible, however, there's no guarantee that you will receive your preferred unit which is an upgraded model.
As stated on our Razer will (at its sole option) exchange the Product with a Product that is new or which has been manufactured from new or serviceable used parts and is at least functionally equivalent to the original Product. For more information, please visit: Razer.com/warranty
We made a follow up today to our dedicated team and rest assured specs of the replacement unit is comparable to your original device.
Thank you for your patience and cooperation with us.
Sincerely,
Dana
RΛZΞR| Customer Service Support "
Anyone that wants one of these devices just don't go get a better machine with better Customer Services