Razer Blade 15.6" (GTX 1060/1070, 2018 edition) Owner's Lounge

And another response;

Thank you very much for taking your time with responding to our email. We would like to inform you that the Razer Gaming Laptops are entitled with two years hardware warranty, in accordance with the country's Consumer Laws. Attached on this email is a copy of the chat transcript for reference.


For further assistance, please feel free to reply to this email or contact us via live chat at https://support.razer.com/live-chat and choose Customer Service.


Thank you very much for your support and take care.



Sincerely,



Garnet Til Alexandros

 

Good to know that’s really 2 years, some officials resellers pretend it’s a year too like notebook.de, but Amazon say straight 2 years last time I asked them.
Big Alienware may have good thermal room but on new m15, I doubt it’ll be better than any thin light category. Considering nowadays games are mostly eat quite cpu usage.
Yes Black Friday comes, it’ll be also huge decision point when buying something expensive. I got only 5% student discount, but if I could wait 3 months there was 19% Vat free deals on electronics here that sell also Blade, damn

 

Again, chat transcripts are not evidence of 2 year warranty.

If it really was, their manual, warranty document and websites would mention it - but it doesn’t. Why is everyone ignoring this fact?

Go to Gigabyte web site and it clearly stated 2 years warranty for their Aero 15x. Try the same for Razer.

You only get confused CS guys who think the recent 2 year warranty change applies to laptops - challenge them not with a manager, but a link. They will send you a link which doesn’t confirm warranty for laptops, they will then come back to say “oh sorry, you are right”, as they did with me.

I’ve never heard of a product to not have documentation which confirms warranty period be it a laptop, tv or a washing machine - Razer must be having a laugh to think that it is okay to confirm it only in web chats. So much for the improved CS, what a joke!

 

Chat may be weak because it’s live conversation but not Mail, and with evidence that I have with free repair outside a year that shows on website it’s enough to me at least to make sure it’s 2 years.
As I mentioned before, they never put it on website (maybe with tiny words according regions law, but I don’t really put attention on those) and it seemly go to US Warranty Page when I’m not wrong. I have three CS mail that mentioned EU 2 years guarantee since Blade 2015 gen.

 

And I have a CS who said it was 2 years too then he said by one year, by email.

What does that mean then?

That’s right, that all the CS don’t know what they are talking about.

Tell you what, go reply to those people with my email and see what they say to you.

And no it isn’t in some tiny words, warranty information is never like that.

Here is UK warranty page: https://www.razer.com/gb-en/warranty#a5

As you can see, clearly says 1 year for Razer systems. Until this page changes, people of UK - DO NOT BUY DIRECT FROM RAZER.

 

If you have those mail than believe it’s a year than you can interpreting it so. As i mentioned above i have several mails that pointed clearly that my system purchases are despite refurbished stealth that only comes with a year. Saw also several Germany users and when I’m not wrong other EU buyers too can repair freely their system out side a year guarantee that stated here (guarantee when you click from Razer Store Germany, it’s same with US page), there’s also star there that mentioned if you buy extended guarantee it could be extent to 2 years which i never heard till now extensions guarantee from Razer Store, it may apply to EU import goods costumers protection that allow costumers having 2 years guarantee from goods that’s imported from Asia. So it depends on buyer, for you yeah, need buy from somewhere else with hardware protection or extra guarantee like Amazon.

 

The extended warranty is not available in UK. So the asterisk doesn't apply to us. We just have 1 year warranty as per the documentation states. Whatever CS say otherwise is just mis-selling. This isn't about interpretation, it is about cold hard facts.

Do we have a Razer rep on this forum? They can maybe confirm. They can explain:

i. If warranty is 1 years, why CS are mis-advising their customers
ii. If warranty is 2 years, why they haven't updated any of the sales portal to advise as such (or why a CS apologized and confirmed to me it is actually 1 years and he mistakenly said 2 years, as they probably did with you too).

I am shocked that people have been falsely led to believe they have 2 years Razer Warranty. This is not the same as whatever EU protection you may have, many products still come with 1 year warranty even though you can potentially exercise your EU rights. We are not discussing about what the EU laws say (in UK, this can go up to 6 years), I am talking about what Razer have provided.

Apple have explained the difference between consumer rights and your own warranty here: https://www.apple.com/uk/legal/statutory-warranty/

Apple by default provide 1 year warranty (unless you buy AppleCare to extend it to 3 years) but as explained, you can after 1 year still claim under consumer rights to get a free replacement even without AppleCare.

The difference is subtle - i.e. whether you take your laptop in for repair under Apple's warranty, or under consumer rights.

For Razer, if you want to get a free repair after 1 year you must do it via consumer rights channel (which may not be as straight forward as a manufacturer warranty as burden of proof lies with you - this can be a LENGHTY process with no guarantee of success - while a claim under manufacturer warranty is same day ticket raised for a free repair). I am not saying you CAN'T get your laptop repaired for free after the 1 year period, but just not under Razer warranty.

 

Yes and somehow no. Yes, I am talking about consumer rights. Although, there is a reversal of the burden of proof after 6 months, there is no real issue to enforce your consumer rights after (ast least in Germany), unless there is some visual damage, but that's normally the case for the manufacturer's warranty as well.

So yeah, an extented warranty is always good to have, especially if above 2 years, but within EU countries - in my opinion - it's not a total no-go.

 

The key safe guard on longer warranties is this.

If my Aero 15x after 18 months kicks the buck, it will be a no question asked repair (as I get a 24-36 month manufacturer warranty).

If my Razer Blade 15 does the same, they will claim out of manufacturer warranty and will provide a £fee to repair it. I will then have to use consumer rights path to get it done free via Razer - if I am lucky it could be straight forward. It could also be a lengthy process as they have the ability to ask me to prove that the fault was inherent at time of purchase. It is a lot of unknown's and you rely on hoping Razer CS aren't total **** in a year or two years time.

Frankly, this is why manufacturer warranty is superior to consumer rights. With manufacturer warranty, I will get a same day ticket raised to collect/send off my item for repair. The same is not the case with EU rights - and frankly if you value your time, people in UK, buy from Curry's/Amazon.

 

UK SITE:

UK warranty page: https://www.razer.com/gb-en/warranty#a5
EU SITE:

EU warranty page: https://www.razer.com/eu-en/warranty#a5

This is all that matters with regards to manufacturer warranty (EU Consumer rights is a separate process altogether and is inferior to a manufacturer warranty).

This is what 2 year warranty looks like ( https://www.gigabyte.com/Laptop/AERO-15X--i7-8750H#kf):

 

I see if you’re still believe in that it’s all up to you.
Btw thanks for pointing that I’ve now more evidence at least for Germany Store...which is still in EU this (from system page, reason the buy from Razer). Well it mentioned in german 14 days return without reason guarantee and 2 years manufactur warranty with 99th level CS so you don’t need to put any worries . You can show this to that CS. Btw that miss understanding may happen if you’re handled by multiple CS, maybe like from Asia or other regions that has no such import law.

 

Again I don't think you understand @Joikansai

You can't tell me "if you believe that", when I am showing you official webpage from the manufacturer - and you are talking about what a CS rep told or e-mailed you. Surely you can see that is ridiculous to claim "If I believe that" when you are the one who is basing their beliefs on hearsay from CS reps?

I would almost believe you worked for the sales team at Razer the way you are defending this...

Your link ( https://www.razer.com/de-de/why-buy-from-razerstore) also proves what I said. All links including UK state about Razer products can get up to 2 years warranty, some products can. That doesn't prove that the laptops have it.

Now click on the warranty link on that German site: https://www.razer.com/de-de/warranty that is found on that very same page.

Oh dang! Says "Razer-Systeme 1 Jahr" .

If you want to believe hear say, go ahead. I will stick to "facts". Please don't mis-advise people on this board with your hear say from CS reps who make mistakes.

 

I’m not defending, i don’t actually really care about other stores guarantee but from my experience got repair without paying anything because it under guarantee in 14 months owning Blade and that page that I just found from system page german store, I’m pretty sure we’re have 2 years. Maybe they’re thinking UK will Brexit, idk. I’ll take a look neighbor store, France.

 

Read the rest of my post (I investigated your claim), your link doesn't prove anything. German web page shows 1 year for systems .

Your initial link is a generic one on all sites of up to two years cover - which applies to some products. Click on the "Warranty" link on that same link and you get the full story: https://www.razer.com/de-de/warranty

Aha, 1 year only in Germany too.

See how easily you got confused? I bet so did the CS reps you spoke too. CS reps are sales people too, they have a vested interest in getting you to buy. Have you never learnt not to trust sales people?

 

Yes it’s same, from new Blade 15 base model, page if you click reason to buy you’ll see this too. I don’t understand French but there’s same number.

 

Good find never see that page. Yes it’s a year but you can extend it to 2 years that is new to me. Since no one mentioned this extend Guarantee from Razer ever before. This is maybe what I meant before, applied to EU Law, since I asked it before I purchase, mine has always 2 years, good to know.

 

This is generic text across all products to you have 14 days to return and up to two years warranty- Please look here (German site):



and here:

https://www.razer.com/de-de/warranty

Only these two locations do you get product specific warrant information.

 

The extended warranty is only available in Canada, Singapore, Hong Kong and Australia, which is a kick in the teeth for us in the EU.

Your Razer laptop does not have 2 years manufacturer warranty, only 1 years. You can use your EU consumer rights after 1 year to ask for a free repair, Razer may help you, they may not, they may waste your time, they may be quick - who knows? Ignore whatever CS or manager ever told you, I've worked in enough companies to know not to trust staff.

 

Yes I understand german,
* Hast du eine Erweiterte Garantie für dein Razer-Produkt erworben, verlängert sich der Garantiezeitraum um ein (1) Jahr, sodass du ab Kaufdatum zwei (2) Jahre beschränkte Garantie für dein Razer-Produkt hast.
System is one* It says that you can add extra year to make 2. It’s kind like Evga gpu, if you don’t apply it it’ll be only 2, applying extension it’ll be 3.
I don’t care manufactur Guarantee or not as long it could be repaired free within 2 years, which it was. And it was really fast within a week sent Monday back Friday like new, maybe because repair center is also here...well that’s all what I need Hell nvidia took almost 2 months just for sending gpu back

 

I am glad to hear it went well for you.

I just want people to be aware that, the service you received isn't guaranteed, depends on how Razer support reciprocate and whether they make process changes to outside of manufacturer warranty repairs.

Under manufacturer warranty, Razer have no choice but to provide fast support, under Consumer Rights it is a different process. I am just letting people know that because unfortunately Razer has lied to some people and told them they have two years manufacturer warranty which is a blatant lie by such a big company.

 

Wait...extended guarantee in other regions, is that really??? I saw different forum from Razer till Reddit, no one said that, North America is definitely a year if they buy from Razer Store, is it new?
I’ve only one repair experience since Blade 2015, can’t tell more from experience, it was also my made up want to sell Blade on its best condition, well want to experience RMA too since it was expensive, too sad if didn’t use it lol

 

I registered my Blade on https://razerid.razer.com/ after buying it from German Amazon, so I don't have any extended warranty stuff. The RazerID page says that I have less than a year of warranty left (ends on June 23rd 2019), which coincides with what their page when ordering a machine and their warranty terms for laptops state. So I expect a year of warranty from them directly and a year of EU consumer laws shenanigans from Amazon. Pretty simple really.

 

You’re right I remember I also registered Blade 2017 and 2015, Blade 2015 was bought from UK with Nordic Keyboard told by CS at that time any Blade that purchased in EU has 2 years guarantee, I sold before I bought 2017 model in February last year to a friend and said it still has a year rest guarantee, well till now it seems fine so I’m happy , this June I sold Blade 2017 also and wrote same thing on eBay Kleinanzeigen, I tried in May to send it for diagnosis for thermal and short battery issues reason (real reason to have best condition when I sell it ), CS didn’t ask anything I just wrote as like idk anything because it’s within 2 years guarantee as they said before I should get like shipping label fee also free, so I got all including parts (that idk what it’s, seems battery and PSU things) freely, that simple actually, maybe just lucky idk. My Blade 2017 owner is also happy with his purchase and even gave me 5% system and 15% peripherals code from his student discount beside paid €1500 for it, even he got mostly new, cleaned and diagnosed by professional unit, I’m still a bit worried about Guarantee after reading this unlike when I sold Blade 2015, sometimes it’s better to not knowing

 

So where in the UK do you guys buy the blade from? Amazon? Curry's? Ao? Or razerzone.

I can't see the warranty option on Curry's. Amazon just offer 2 years for £130. Ao says to ring after purvhase. And noone knows with razer as they're still telling me it's 2 years.

 

On Curry’s site, when you add to basket and go to basket before checkout, you get option to add a repair plan, it defaults to a monthly plan but you can select annual plans.

Look at my posts, Razer is 1 year as shown all over the website and I guarantee anyone’s who purchases it from Razer, when they go to check their serial no on the site it will have an end date within 1 year of purchase. CS are confused with either consumer rights or the recent announcement by their CEO of making 2 year warranty across lots of their products (of course, not Laptops because it’s expensive providing warranty for laptops...).

 

Okay I share the discussion from Razer Insiders, take a look at that and take your perception on that. If you’re still worried take another plan or 3rd party guarantee to cover your purchase Blade in EU.
https://insider.razer.com/index.php...razer-official-position-on-that-matter.20774/

 

It was only for mice and some pheriperals I believe, he doesn’t announce that change for system even many wants that, well maybe it’ll since other big brands has already 2 years for long time, outside Apple systems without Apple care (in Germany at least).

 

Mice headphones and keyboards - after many complaints .

To be honest, most people only do 1 year warranty, Gigabyte doing 2 is great but not the norm.

What is more annoying is thar Razer don’t provide option to buy extended warranty or insurance EU. EU is such a huge gaming market, it is ridiculous Razer wouldn’t provide it to us. I would happily pay for extra warranty, I’ve paid like £300 in past for 3 years cover with Dell/Razer.

 

Oh gosh, that discussion has so much ambiguity, the final reply with the CS quote is just misinformation.

As ever, there is and always has been 1 year manufacturer warranty. As for EU consumer rights, that has been two years in EU and you can ask Razer to repair under it. CS should not say all products come with two year warranty as the 2nd year isn’t something they are providing but EU protection.

Razer even have products on their site with 6 months warranty but even those you can claim under EU if you see fit within 2 years.

 

I don’t really care about €100 mice keyboard etc honestly but for 2K laptop it should comes have 2 years with manufacturer, law or 3rd party, Blade is already expensive compared to other brand so without that I won’t buy it, that’s why I ask every single time i purchase that, even i didn’t have serious RMA like other. It’s for convenience on using it, well spiritually I’ve dozens their products but concerning warranty I only put attention on Systems, well Core may also included since it quite expensive and handling an expensive gpu too, I bought it second but previous owner also said it’s with 2 years guarantee and I’ve the proofs of purchase and his contact if there’s anything wrong.

 

I've been pushing the support guys on why the website says 1 year, they came back with this:

Thank you for contacting Razer Customer Service. We are here to provide assistance.


Thank you very much for taking your time with responding to our email. We would like to inform you that we have contacted our Website Development Team and requested to update the warranty information from our website. We will provide updates within 2-3 business days.


For further assistance, please feel free to reply to this email or contact us via live chat at https://support.razer.com/live-chat and choose Customer Service.




Sincerely,




Garnet Til Alexandros

 

Purchase from a reputable third party vendor with a credit card for extra protection, extended warranty thru third party. Do not deal with Razer directly, they are miserable.

 

Due to hearing how "exceptional" Razer customer service was I purchased mine through BestBuy. I did buy the 3 year accidental coverage. Yes, I know this is BestBuy and Geek Squad. I am certain I can maintain and repair the computer better than they can if I had access to spare parts. I suppose this gives me extra incentive to take care of my RB15 and pray to the Computer Gods for a solid and dependable RB15.

 

You're right! Amazon UK have the 1tb 970 Evo for £175 today down from £230 yesterday! But only for today!

Gonna snag one ready for when I order my blade on Friday. The US already has $100-200 savings on the blade 15. I'm hoping they give us Brits some love too!

 

From Amazon UK when I bought the laptop 2 months ago:

Hello,

At Amazon, we’re committed to providing our customers the best possible shopping experience. We comply with all applicable laws and offer solutions for defective products where the usable life has not been met, irrespective of the manufacturer’s warranty.

I wanted to confirm in writing for you that, as we discussed on the phone, I confirm that the Razer Blade 15 (15.6 Inch 144Hz Full HD) Gaming Laptop (Black) - (Edge-to-Edge, GeForce GTX 1070 Max-Q, 8th Gen Intel Core i7, 256 GB SSD, RGB Chroma is eligible for 6 years warranty.

I hope this helps and that we'll see you again soon.

 

6 years? Oh wow!

Tho also, we're sadly about to fall out of Europe.. so no idea if we'll still be covered by these rights..

So you guys reckon Amazon might be the best place to buy from then? (At least they do next day delivery so it'll be there when I get back from holiday!). Still can't see the option on Curry's for additional warranty. And I'm waiting to hear back from a place that does 4 year cover for £2000 laptops for £185.

Also hoping that black Friday discount kicks in on amazon. Getting the 1070 model under £2k would be nice! Tho I just bought that 970 Evo 1tb for £175 ready.

Also has anyone used a dbrand skin on these? I hear the razer protective sleeve is trash so thinking of protecting the metal from scuffs with a skin.

 

Yes 6 years, I asked twice on the phone if I was hearing correctly hence the written confirmation email.

 

It’s not 6 years warranty, it’s the 6 year UK consumer protection (Not EU) - but I’ll be honest, good luck getting it under that in a couple of years...

Man these CS guys will say anything to get you to buy from them. There is a reason all this is only ever coming from sales people, and never written in their website as 2/6 year warranty. These sales people will have long gone by the time you try to claim .

Don’t say I haven’t warned you.

 

https://www.razer.com/gb-en/warranty

Razer have removed the reference to the laptops. And the sales page for a razer (when you click buy now) says 1 year warranty. So it'll be interesting to see how this changes!

Unless razer do something spectacular with black Friday I'll probably get it from Amazon. Super fast delivery and a company I trust for post sales support.

 

That is interesting, they removed Razer Systems from that list, bizarre really! Maybe all our discussions on here and Reddit made a difference!

I got a code emailed from a Razer for £180 off in UK from Razer for being on their mailing list - as their early Black Friday deal.

If their website gets changed to state 2 years warranty, I’ll buy, otherwise I’ll give the code away.

 

You can share the code here.

Good find I think they look this thread or we have spy here ...

That’s a machine answered, pretty common.

Wow this’s also new, jealous now to UK ...did you sure he/she was not in high answered it, 2 months ago still warm, party mood maybe

 

Omg I need that code! I'll email them and see if they'll play nice with me!

 

The 6 years thing that CS is talking about is the same thing on the Apple's site about UK Consumer law of up to 6 years. This is complicated due to burden of proof being on the customer to prove the product was faulty at point of sale. so not exactly same as 6 year manufacturer's warranty (which doesn't have any burden of proof).

E.g. if your screen fails after 5 years, under consumer laws, you have to prove to them that the screen was defective at point of sale. Some people end up having to get technical reports from some qualified body which you must then present to the company to get a free repair.

You could get lucky and a company offers to repair it for free after you complained under consumer law - and I am sure many have. But again, it is not guaranteed and will depend how lenient a companies process/policy is. Companies go through cycles of good customer service/bad customer service which align to profitability and PR image.

I've worked in companies where the process was changed due to having received bad press (this was a major bank), but after a while, it was made into rubbish service again to increase profits/reduce costs... A company's priorities can change at any time. This is why having a manufactuer's warranty is so good, because they have already agreed at point of sale to support you for x year's, no matter how much it costs them in the long run. They can't go back on that!

 

The link to sign up to the mailing list is down! Bah!

 

Going by the wording, I think we have been given early access to the deals - I think later on in the week, everyone will get the same discount as us, so unless you really wanted to buy it today you'll be fine.

 

Just to note, if you spend the extra in Curry's for example or Amazon, if your machine fails, they may just offer you a cash equivalent voucher (e.g. when my headphones from Curry's died which cost £140, they gave me £140 towards any item in store). This could mean for example, you end up with a Razer Blade 15 (2020) edition in a couple of years if your 2018 fails. Just an FYI.

 

I think I saw UK user who tried to apply it, it didn’t work seemly, maybe that decent $500 only for US.

This what ordinary, made mostly costumers confused, we have also warranty/Gewährleistung (I suppose from law, 2 years in Germany) and guarantee/Garantie (from manufacturer), we use also that two different words here in german, German E-Mail that I showed very very above mentioned guarantee which is from manufacturer, 2 years. Anyway let’s forget this confusing things and concentrate to Black Friday lol

 

Yeah. I was about to pull the trigger as it takes £180 off the £2149 1070 256gb model. But it takes 7 days to deliver!

I had a look and looks like Amazon usually discounts the razer's when razer do as they basically resell for them. And I get next day delivery and can bolt that 2 year thing on. So I could order on Friday and get it delivered when I get back from holiday.

I still can't find the Curry's thing so going to have to give up on ordering from them! I can only see taking it on credit which makes the £2149 laptop over £2900!

 

This is the page - and how it looks.

I think there is a website issue where, some laptops it shows up but not others - noticed the £1699 model even doesn't give the option so it isn't down to price.

Don't worry, if you purchase from instore, they can add the plan anyway as it is just a web site issue.

I really like the repair within 7 days or get a new one - I mean, hot damn!

 

about the warranty thing , i only know that in germany atleast, you have a 2 year gewährleistung ( thats how we call it ) that one is actually by law and they have to accept that , but as someone already stated , after 1 year you have to proof that the defect was not caused by you, and is not something that is meant to wear normally. the 1 year they are talking about on the website for us, is just the Garantie ( gets translated to warranty aswell wich is even more confusing that both things , totally different translate to the same english word ) and the Garantie is a free thing, a company can offer. they could also stop offering the Garantie, but then they would have to proof you that the defect was infact, their fault and not yours

i bought mine of of amazon.de , just because i had really really good experience with the amazon support, like next day replacement and stuff