Razer Support - Am I being too critical?

To keep it short I ordered on February 11th and was going to receive the laptop on the 13th. However, I do admit that it was my mistake for not informing myself fully on the costs for customs.

Since I was shocked for an extra $360 cost - and this laptop already being at my financial limit, I decided to return. I spoke with Razer and they started the returning process through Fedex. The package has still not returned to Razer.

My gripe is, why can they not process my refund already? I NEVER received the package, so why is ANY quality control required?? So if customs takes another week or so i'm still out $2950 on my visa for a few more weeks... frustrating.

Should I be calling in to complain or am I at my own fault for this?

 

Do you typically have to deal with these customs issues buying from the US?

 

I didn't with my custom MBP 2011 - which shipped from China, perhaps they price out the cost and pay for it already.

My main question is - do you see validity in them processing my refund already since really it is in the same condition as it was when it left - or otherwise not my fault.

 

It doesn't matter really, Razer does what Razer does no matter what any of us think about it. You could try to plead with them.

 

I am not surprised. I had the great pleasure of having my laptop replaced three times within a month of owning it and none of those times they were accepting of shipping the new unit before receiving the old one back. Obviously, I offered to pay for a deposit and everything. No deal. Every other company I have had to do replacements with have been able to do an early exchange. I figured that having to do through the process three times, they would have been able to make an exception, at least once. Not the case.

 

that sounds horrible. i couldn't even get at least one rep on the phone before when i was about ready to order. and when i finally did a day and a few tries later, the rep i spoke with was not knowledgeable about their new product. i admit this really turned me off and made me hold off on the purchase. if i'm spending that amount of money, then i would at least expect a decent customer service.

 

Honestly, with their CS department, it's hit or miss. I have had great luck with some, and awful experiences with others. Personally, if I didn't need something this powerful and portable for my work, I would look elsewhere for my system. As you've all mentioned, when paying the premium prices we paid for these systems, piece-of-mind should come with it. No questions asked. Unfortunately, it is not the case here. I know I have a year of warranty on this system, but I know I'll be worried once/if I have to use it in the future.

 

If you are ordering from the US custom fees and duties can be atrocious. I assume you are in Canada (I am as well). I once had to pay $225 on a $850 exhaust for my dirt bike. Needless to say, I learned my lesson. Some shippers are better than others and if you can self-declare it at the airport (such as with DHL) you can save on some brokerage fees none the less.

However I know better now in the case of the blade ordered from the Canadian microsoft store to prevent what exactly happened to you.

 

Definitely lesson learned on the duties required. However my main gripe is why do I have to wait for my refund??? Why can they not process it now, as I never received the laptop....what kind of QC would be required? This is what bugs me, the customs thing is annoying but ultimately my fault.

 

I can understand your frustration. It reminds me of something my dad always says and that is once somebody has your money they will not want to give up so easily. I am sure it is just company policy that they need to physically receive it back.

I just had a similar gripe with the microsoft store because the first unit I got on Tuesday would not boot and they said I was going to have to wait a few days for them to receive it and process a refund (which I do not appreciate since it was defective from the get go and wished they had just shipped another and me sent this one back) so I ended up outright purchasing again. Should be here by the end of day

EDIT: I am sure you will get your refund processed in the coming week. Not sure were the policy stands but I know certain credit cards have buyers protection in place. Not sure if that would be applicable here but I always use that specific card for electronics purchases.

 

Talk to @RazerCS s/he might be able to at least give you a reason why you need to wait.

 

I called in again and they now escalated it - with a response from "overseas" tomorrow. It took me getting a bit heated to get to that point, which I don't like to do, and hadn't until this point. Next time I might just from the start..

Its just not a great feeling having a $3000 visa charge that you don't want to pay as it'll be refunded. Just a tick of mine.

 

@xlr8in why did you have to refund the first one? Did microsoft store not let your exchange for a new one?
The reason I asked is I returned my first one (512GB version, dead pixel) in a store because they don't carry 512GB version in the store so they won't let me exchange it. So I returned the 512GB and bought the last 256GB in the store but that one has 3 dead pixel as well. So I returned the 256GB one back to the store as well. It took about 2 days for the refund to credit back to my credit card.
Now I just ordered another one yesterday online, hopefully I don't need to exchange it (knock on wood). I just want to see how long is the online exchange process with Microsoft, but it sounds like you are returning, not exchanging?

 

Geez, these QA/QC issues are scary. Took me 3 tries, and I'm still having to put up with a scratch on the screen.

 

did they make you pay for shipping too?

 

Microsoft store = free shipping

 

I had a defective unit in that the operating system would not boot. Some sort of failed windows installation. I could have done the exchange but it would have been a turn around time of about 7 days. It would take 4 days for them to receive the laptop back and then send a new one.

Me being the impatient just chose to send the bad one back as a refund and ordered a new one so it could ship right away (rather than 4 days later). Also as an extra perk maybe Ill end up getting double the aeroplan points on my visa lol!

I received it tonight. (Pretty fast since I ordered on Tuesday).

Have to finish writing a paper tonight before I can set it up. I have to say it taking every ounce of willpower not to want to fire this puppy up right now!

 

At least you should try to boot it up =P.

Anyway, my third replacement also has a dead pixel (well a stuck green pixel to be exact). It also has a pink tint on the left side of the screen. I will try to unstuck that stuck pixel tonight. If it doesn't work out, I will probably exchange this one as well. I guess I will see how well is the exchange process.

 

Allright, booted it up! It works yay! Looks awesome! I don't know how you are getting so many display problems. I would probably have to look the screen super close to see a dead pixel at this resolution. I had one dead pixel on a 24" 1080p desktop monitor and hardly ever noticed it unless the screen was a static color and I was looking for it. A dead pixel on a 3k screen...and a 14" at that....wouldnt it be so tiny like you almost need a magnifying glass?

Good luck on the replacements thought. I wonder how many more they will give you lol...

 

well, I am just picky when it comes to screen. The one I got today is a stuck pixel so it really stands out when you first boot up the machine in the black background. The other two I ran a dead pixel check to find those tiny dead pixel. But you are right, to most people, they probably don't care about a dead pixel or two.

Anyway, I just tried a live chat with MS and they just told me to call tomorrow to start the exchange process. We'll see how it goes.