My NIGHTMARE Experience with RAZER - Watch This Before Buying
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- Опубліковано 12 вер 2024
- This is my horrible nightmare of an experience with Razer and their Razer Blade 15 laptop. Razer has the worst customer support I have ever seen. If you are considering buying a razer 15 or 17 laptops I HIGHLY recommend DO NOT DO IT. Razer is not a good company for building laptops. I seriously urge you to not buy from Razer if you want a 15-inch gaming laptop. This was Consumer Tech Review, and this is my PSA to anyone thinking about buying a Razer laptop.
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Razer Customer service is abysmal! Their products are aesthetically appealing but their support is a ride through purgatory. First hand experience trust me.
Buy through amazon... Not rocket science thinking
@@adridell or best buy
Same with Dell 🤬
facts. had the same experience with the hunstman elite. steelseries>>>
"A ride through purgatory" looool
Jokes aside- this has really put me off purchasing a razr...are they really that bad?
Dealing with Razers terrible quality control and worse customer service right now.
Overview of what Razer Customer Service is like.
Here is what happened:
1) Bought a Razer headset from AUTHORIZED retailer.
2) Well within the warranty timeframe. Headset malfunctions because of Razer's poor quality of materials. Requested replacement from Razer.
3) Want to call them or live chat with them, they insist on doing it over email.
4) Razer does not honor warranty and tries to blame the customer even though it is Razer's fault.
5) We file a complaint on Better Business Bureau, still gives an unsatisfactory response. Note that they responded really slowly (towards the end of their timeframe to respond).
6) We ask how Razer concluded that the malfunctioning headset was customer induced. Razer does not respond in time and leaves our Better Business Bureau case unresolved.
Overall: They will slow down RMA process (by unprofessionally do everything over email) and make random conclusions just to avoid honoring their warranty. They won't replace it even after complaining multiple times. WORST CUSTOMER SERVICE EVER! TOTALLY UNACCEPTABLE. Have been a loyal customer before. My friends and I will never buy Razer products again.
Pray for me , I ordered it like 3 days ago from best buy 😂 😭 💀
Edit : thank God , its completely fine 🙂
You'll love it 👍🏼
I ordered mine recently as well. I'm nervous.
if it is best buy then it is okay i think....did u buy the extended warranty ?
@@nitintonypaul9080 I am not sure !
Don't worry, if you buy it from a retailer u will be dealing with them for any issues with the laptop and best buy has exceptional customer support so u won't regret ordering from them!!!
Why I find this kind of videos after I brought the product!
Same lol
Damn I just bought mine yesterday
Dont worry man, if it would happen updating the synapse, nvidia drivers or other drivers should do it.
Update: After two months the computer runs perfectly, I’m an architect student and it can handle everything very well.
@@jesusortizchavez thats good to hear. Im an Architect and this laptop is the best for the job
I've heard the same thing many times. I have bought a few Razer laptops and luckily I've never had any problems with them - but because of all the bad CS stories, I've purposely never bought directly from Razer themselves. I've always bought them from Microsoft or Best Buy, and purchased those stores' own extended warranties. I would definitely recommend doing that, if someone wants to give Razer a try. As I said, I have been very lucky with my Razer laptops, but yes there are a ton of bad experience stories out there.
How long have you owned it and which model?
Spot on. Bought mine from Amazon 20 months ago. Rtx 2070 version. It's been faultless.
Same here, bought mine last year, still stock everything, not one bsod. I also bought from the Microsoft store here in Canada, as buying straight from Razer is a hugr no-no.
@@ferryjunigwanmurdiansyah4307 at the moment I have a razer blade pro 2019 which I've had since January, and since March it's been set in place and used like a desktop during coronavirus WFH. I also have a razer blade stealth 2020 which I've had since may or June, and use around the house, on the couch etc. I haven't had any problems with either so far.
@@WarneysWorld Yooo I love your videos man. Your Benchmarks are great and helped me choose a laptop to buy which is the Razer blade 15. Haven’t gotten yet I am waiting for Black Friday.
The blue screens were caused by the synapse software. It was a known issue back then, I think its been patched and fixed now though
I will be honest, I have heard some of the complaints that you’re talking about, but with my razor blade 15 it has been nothing but a dream for over a year at this point. There have been no major problems to note, it has worked exactly as I wanted it to and in many cases at his work better than I expected it to.
I had a very similar problem. When I graduated from highschool in 2019, I had been using a very old 2012 macbook air. I am studying industrial design and decided to give pc a try since people told me it would suit better for the 3D modelling programs that I needed to download. So i chose the 2019 Razer Blade 15 (base model). Loved it, it was a spaceship compared to my old macbook air. However, literally 1 year and 2 days after I bought it, it started to show me that blue screen of death. I got very concerned since I had read in numerous reddit posts on how this computer brought these type of issues. Later that night the mousepad was all swollen up and it did not start at all which really scared me. I spoke to Best Buy where I bought it and they told me to bring it in which was a problem since I do not live in the US and there are no Best Buys here. Keep in mind this is when Covid started to spread and there were no authorizations to send stuff anywhere in the world. So I had to pause my classes cause I could not continue without a computer. When I contacted Razer Costumer service I was greeted with the same kind of useless communication in which I spoke to them for weeks for them to ultimately say, We’re sorry, your computer broke down 2 days after the warranty ended and we cannot solve your issue. I decided to take my laptop to a local repair shop who specializes in gaming pc’s and they told me that the fix was going to be expensive and that I should just probably buy a new one with the same amount of money that the repair would cost. I did just that, ended up swithcing brands and moved on from this horrible experience. I was left very sad as I grew to love how this computer felt, but I can’t say that I reccomend it, not after watching numerous youtube videos and reddit forums about this same issues. If you buy one, I wish you the best of luck and fingers crossed it does not have a problem as you will absolutely love it. I ended up sending it to best buy after some time and they said, we can offer you another computer as our tech doesn’t want to repair it as he thinks it won’t solve the issue. So yeah, bullet dodged on that as well.
The laptops actually are pretty good, the issue that you are facing is with Razer Synapses that crashes the system, there was an update that fixed it.
Thanks for not wasting my time for watching this video
2k for a laptop when you could just get a desktop 200000000% times better
His updated video establishes that he kept having major issues even after Synapse was amended.
@@gohsk1512 i mean but if your doing work for college a chromebook would do the job
Yep, bought razer blade 15 for around 2000$. Had it for 4 months and now it totally stopped working. Been talking to razer back and forth on email and it is one of the worst services I have come across. steer away!
spoke to number of "agents" who tell you they will fix the problem. when we are, so to speak, at the last stage of the process, they stop responding and cancel the process.
That sucks. Ive dealt with there customer once a few weeks ago for a Blade 2019 Base for constant high fan speeds when plugged using the AC adapter. After waiting over an hour to speak to someone, I explained the problem. The rep asked me if I took video of the problem. That kind of threw me off a little bit. Never had a person ask me for video. The rep gave me a RMA number and told me to wait for an email. Email came 3 days later. It basically asked for me to send them all relevant and a lot of non relevant system info. I sent sent the info back and they responded a week later with "experimental suggestions" (ex. update driver, reset computer etc.) I ended up fixing the issue myself using the command line. I have, and have had many computers (Macbooks, Alienware, HP, Gateway). The customer service at Razer is by far the worst. Apple no problem, walked in with a 2017 Macbook Pro with a simple network issue and walked out an hour later with a 2018 with better specs. Alienware troubleshooted my laptop remotely and sent me a refurbished laptop with a return box for the other one in less than 2 days. Long story short I returned the Blade Base back and found a Mid 2019 Advanced Blade in Mercury White with an RTX 2070 open box at Best Buy 2 weeks ago for $909 that was in excellent condition. Purchased the Best Buy Warranty for 3 years . I personally wouldn't buy any of their products new from them. Get an Open Box for cheap and get the Best Buy or another retail warranty. They're horrible as far as customer service. I personally would never get rid of my Mac and just have this Razer. If I could only afford one laptop or gaming laptop in general it wouldn't be from Razer. Wish you luck.
this ^ you can buy a Razer...just not from Razer. Buy from Best Buy preferably, or at worst Amazon...but not from Razer directly
Finding your build used for that price is amazing. Specially in White.
some other youtube said they updated the synapse app to solve BSOD.
Yeah this was 2 months ago
@@ajfev1092 Hardware Canucks
said that... i just watched it yesterday. It has to do something with the synapse software from Razer.
I wished i had seen your video two months ago, I live outside of the US and I shipped the laptop all the way to my country, payed a big customs tax, I’m living a nightmare, I used it for 7 days and it died, now sending it back to the US and try to return it to them It’s a nightmare, I think my 2000+$ , are going to trash.
I am thinking about doing the same thing..... is it okay now?
What country tho?
@@offwhite_baby I’m from Perú.
Which one did you buy? 2019 or 2020?
@@jonathanmarin2088 Mid-2020
This is BSOD mainly because of the CPU imperfection that you must go back to ask them for the unit change. I bought my razer 15 last year which was a base model in the first place and I faced the exact same issue as yours. Then I went to contacting with those customer services tried all the methods they asked me to do including the system reset but no luck. And that moment, my warranty was overdue, so here's the way that you could contact the service team again to tell them that you still have the same problem and want to switch to a higher model (add some money) in that case you still have the chance to get a new unit cuz they want more money. So eventually, I swapped my base model to an advanced one even though my warranty was expired, and it got easier if you ordered it directly through their official website. And believe me, this is a particularly hardware quality issue (CPU) rather than a software one. Lastly, remember you have to be very polite while talking to those service team guys otherwise your request will be delayed heavily which I think is ridiculous after you paid a premium price but this is my experience. And be patient and good luck!
I've had RMAs done on my units and have pretty decent experiences dealing with them. But you need to clearly outline what the issue is. It doesn't sound like you were able to determine the cause of the blue screen. It needs to be proven that the cause of blue screen isn't from a 3rd party, even windows 10 for that matter. If not, sending a replacement wouldn't fix it.
In fact, all manufacturers will take that approach. Daniel from Zone of Tech had a very simar issue with his $5000 MacBook and Apple still treated his case in a similar matter. Manufacturers don't just give e out replacement units just like that when they can't diagnose the problem.
I get your frustration. But your experience would have been similar if it was any other manufacturer
Why wouldn't he clean install? Crazy
Dell makes next day house calls
Off topic you’ve been growing a nice mustache
@@ConsumerTechReview would you recommend the msi gs66 instead?
So what 15 inch rtx 2070 would you recommend??
Looks super gay js
@@ConsumerTechReview I briefly had a handlebar 'stache like that and one day a guy leaned out the window of a truck and yelled his phone number as he rode by. May you have the same luck!
I was just about to order a new Razer laptop thinking they are the best for gaming. You should of just return that laptop and have them send you a new one. Something is obviously wrong with that laptop. I would of gotten a old laptop from a family member.
they fixed it with the new ones and there was a synapse update that fixed it for the older ones too
are u sure? like positively sure?
@@nathanokorie7085 yes I watched manny videos it was synapse causing the blue screen errors
Scary guys, I'm thinking razer blade 15 base or msi gs 66 stealth
@@muhammadnoor642 I’m gonna get hp omen 17
but still though. I am already pissed off with the secondary function not working when razer chroma on the advanced 15. I mean What is the point of having an illuminated keyboard when it only shows half the keyboard when using the illuminated keyboard. Like wtf , I was shown a great keyboard but got one where when i am playing late or on the train and need to do something else i need to turn on the lights to write an email. I am so pissed i only just found this....
Ive been repairing these since 2016 and have heard a lot of horror stories from my customers over the years. They will often do things to avoid warranty repair and try to charge $1200-$1400 instead(ie claim liquid damage and not covered under warranty when there is absolutely no signs of any liquid damage at all when I view the board). What you experienced unfortunately seems to be normal. Sorry you had to go through that. Someone I know also received his device back with a document in excel which listed every razer that went in for repair, the issue, the resolution....Well over 100,000 repairs documented in a 1 year period.
The thing that is sad is that they still get away with selling these devices and people think they are high end because a lot of the youtube reviewers or key influencers keep saying good things about them.... But even they don't seem to know better(they are reviewing usually on day 1 after all) or they are getting paid by razer so they keep quiet about the issues. I assume thats what happened to Linus since he did say all of the ones he ever purchased for himself and his crew failed but then still keeps praising razer in reviews....Its insane..
Razers been making these devices since 2012, its a shame the quality has never improved since then, like at all.
So its better to buy an asus laptop like g14? or i can get the razer blade stealth 13 like in november in black friday, the razer for some reazon its cheaper than the asus idk why but in black friday idk wich of those i should buy
Overview of what Razer Customer Service is like.
Here is what happened:
1) Bought a Razer headset from AUTHORIZED retailer.
2) Well within the warranty timeframe. Headset malfunctions because of Razer's poor quality of materials. Requested replacement from Razer.
3) Want to call them or live chat with them, they insist on doing it over email.
4) Razer does not honor warranty and tries to blame the customer even though it is Razer's fault.
5) We file a complaint on Better Business Bureau, still gives an unsatisfactory response. Note that they responded really slowly (towards the end of their timeframe to respond).
6) We ask how Razer concluded that the malfunctioning headset was customer induced. Razer does not respond in time and leaves our Better Business Bureau case unresolved.
Overall: They will slow down RMA process (by unprofessionally do everything over email) and make random conclusions just to avoid honoring their warranty. They won't replace it even after complaining multiple times. WORST CUSTOMER SERVICE EVER! TOTALLY UNACCEPTABLE. Have been a loyal customer before. My friends and I will never buy Razer products again.
I had a blade 17. Never again. The WORST customer service by a HUGE margin. Their customer service strategy is to make it so hard for you that you get exhausted and just give up. I'll never buy another Razer product for as long as I live.
Man, this is insane. I'm in the market for a laptop to do my work in Premiere but other tech UA-camrs are recommending either the Razer or the XPS series, and I was super, super close to getting the latter. I've heard absolutely abysmal things about the XPS line because of the trackpad wobble and power surge issues, despite Dell claiming they fixed it a while back. I can't seem to find a single laptop that doesn't have a glaring flaw, or competent customer service.
Try ASUS ROGs
Every laptop manufacturer is gonna have quality control issues. It’s mostly a gamble, there’s tons of people who has issues with their xps straight out the box as well. It’s up to customer service, but just get a macbook if you want to be safe.
@@cocutou Sadly Macbooks are not immune to these issues, I had a 16" MBP which had a logic board replacement under warranty, the replacement board died after 5 months and now they want to charge me the best part of £700 for another replacement board - which will presumably also last less than a year. Hence watching Windows laptop reviews on UA-cam!
I got my razer blade 15 almost two years ago and I had pretty much the same issue. Any time I started editing I had a BSoD with the code: VIDEO_TDR_FAILURE. It was a Nightmare, but I contacted Razer via the chat in their website and they were pretty helpful and speedy. After I recived my computer with different ram sticks the battery died, and it would not work without it being plugged in (keep in mind that this is a 6 Month old Laptop at this point) so I sent it back once again and they changed the battery. So far it has not given me any more problems, Apparently the BSoD was caused by the Razer Synapse app not being optimized to work with the version of windows out at the time.
Moral of the story: If you buy a Razer product and have a problem with it, contact razer via their chat room... but im not sue if i'd recommend a Razer laptop. it's way too much money to gamble, especially if you have no other workstations and your job depends on your computer
All I can say is, all this is true. Been there, done that. Idk how their customer support sleeps at night. Knowing that they do an absolutely crap job. Are they proud of what they do? So many questions
Damn, I feel you so much.
Late May I bought myself 2020 Razer Blade 15 Advanced - 3500$ laptop.
It shipped, I received it and was quite happy about the build quality and features - thou it is still running hot, so..no a mega "premium" feature to have.
Yet during the first few days I discovered some dead pixels on my unit + the fact that the advertised USB-C charging is bullocks and at best holds the charge level you had before pluging in when at idle.
Whenever you do anything, like youtube, gmail and couple open tabs, it either "charges" at 1-5W or actualy discharges the battery - WITH A 90W usb C charger!
I have done some tests, and for some random reason, the laptop uses 40-50W when at 10-15% CPU in Balanced mode..
Anyhow, wrote to them, it took somewhere around 2 weeks for them to agree for a RMA of my unit, but as I use it for my work, I asked for a replacement unit to be sent before I RMA mine.
Funny enough, I had to pay FULL RETAIL for the replacement unit with hopes of refund once my old unit is received.
It tooks then roughly 2-3 weeks for the replacement to ship to me, even thou all suppliers in Europe had them in stock, Razer sent me a unit straight from factory in China. I first thought - cool, maybe they went extra mile to test it and send me the newest and greatest.
No.
The replacement behaves exactly the same in regards to temps and charging and also has dead pixels.
Ok, good, wrote that to them...no reply for days on end...each reply ends with - reply ASAP to us to resolve this.. what....?
After receiving my RMA it took them another 3 weeks to give me a proper Return Label - first time they sent return label for a random post service that DO NOT send dangerous goods like laptops and phones because of the batteries.
So at that point it had been 5-6 weeks after my full retail payment for the replacement unit - *I AM 7000$ out of my pocket* and only yesterday they finally received the damn thing.
Now I have to wait a another week or so for them to go through the old one and refund me.
The epic thing was that for support issues in EUROPE, they use support staff in CALIFORNIA.
And their response to my replacement unit arriving with dead pixels again was - pay us another 3500$ and we will ship another replacement.
TL:DR
I am out 7000$ on my Blade and crossing my fingers to get a refund.
Leasons learned:
Never, ever buy anything from Razer again...Ever.
The laptop is great in quite a few ways, but reliability is crap and customer service is NON EXISTANT.
I think they have really smart pool of bots to deal with support requests.
I got a new person for almost every response they'd sent. And ofcourse they couldn't solve the problem anyway.
Was this a 2019 or 2020 Razer Blade 15? And what were the specs? I read about the customer service horror stories too before I purchased mine from Microsoft.
I ordered a RB base 2020, shipped it to my country (Peru, South America) only 7 days of use and it died, a couple of days of BSOD and then just black screen and nothing, shipping back to the US will be a nightmare and they don’t even answer my calls.
@@Pacotavara eh, I'm scared to buy it now
Sold my macbook pro 15 2018 and bought Razer blade 15. Best decision I made. No problems whatsoever
hiiii👋👋
Have you ever found a problem? like blue screen of death??? because i wanna buy it . do u recommend it???
@@aminkz-yi9ws haven't encountered issues like that. No crash since day 1
I highly recommend it
@@jeffersondeguzman8022 tnx man👌♥️
Phew I got issue with my blade 15 and I told the razer store guy and they just took a 2020 version of the blade and just switch the hard drive and one of the best experience for me
Razer doesn't have a store so what razer store guy are you even talking about?
@@genegene7028 they do have a physical store but only in limited locations
@@genegene7028 LA
I've had a similar nightmare with Razer. I feel like treated like trash by support. I spent a small fortune on this paperweight. I will never, ever purchase another product from this company. They are horrible. I will, additionally roccommend (I'm an IT professional) against Razer products.
Damn. Not the first horror story I’ve heard about Razer’s customer service. My little bro went through the same thing with his Blade 17 a couple years ago. It was a nightmare and he’s been on Mac since. Except for his gaming rig that he built.
Currently going through the Razer customer service gauntlet. I want to rip my hair out and storm their stupid headquarters at the same time. Stupid razer product broke inside another Razer product and they are refusing to warranty it and basically blaming me
So this happened when you where in collegue? How many years ago? And you uploaded this video....?
You should buy your tech at Best Buy. I had bought a Dell XPS, it was $2300 laptop. It died once with a BIOS error and wouldn't recognize my charger and wouldn't charge. They fixed it and about 2 months later, which was a week ago, they dubbed it as fully dead after it had the same issue a second time and since I had the warranty they gave me my money back! Every nickle and dime for the laptop plus the warranty. I bought a brand new Razer and I know their customer service is not the best so I always buy tech at Best Buy. Razer has bad support but their products are amazing. Random question, was your screen a 144hz, 300hz, or an OLED 4k?
... This is day three with my razor 15 oh god wish me luck
Just found your video. I had the same bad experience with Razer. Had just bought a new razer blade 14 and it had audio issues. Multiple emails from customer service, redundant troubleshooting steps, took about 4 days. And even after it was escalated to their final VIP response team who never sorted out my replacement laptop even after it was certified to be defective. I also expected at least a decent amount of customer service for the amount we pay for their laptops but no.
Luckily my reseller is going to process a refund. Otherwise I shudder to think how to deal with them.
Even if you want to raise feedback they silence you and refuse to listen and acknowledge there is any issue.
Overview of what Razer Customer Service is like.
Here is what happened:
1) Bought a Razer headset from AUTHORIZED retailer.
2) Well within the warranty timeframe. Headset malfunctions because of Razer's poor quality of materials. Requested replacement from Razer.
3) Want to call them or live chat with them, they insist on doing it over email.
4) Razer does not honor warranty and tries to blame the customer even though it is Razer's fault.
5) We file a complaint on Better Business Bureau, still gives an unsatisfactory response. Note that they responded really slowly (towards the end of their timeframe to respond).
6) We ask how Razer concluded that the malfunctioning headset was customer induced. Razer does not respond in time and leaves our Better Business Bureau case unresolved.
Overall: They will slow down RMA process (by unprofessionally do everything over email) and make random conclusions just to avoid honoring their warranty. They won't replace it even after complaining multiple times. WORST CUSTOMER SERVICE EVER! TOTALLY UNACCEPTABLE. Have been a loyal customer before. My friends and I will never buy Razer products again.
I’ve had the same issue, I contacted them hundred times, getting email how to repair mine, which didn’t help, tho they didn’t even told me to send it to them, I even went to their office, were I was rejected. For the love of god I got it from Amazon, and Amazon just sent it back to them and gave me my money back. The craziest thing that it was new laptop that died in 2 month of usage. Carefully make your decision guys...
Did you get the laptop from razer or Amazon? And also when did you get the laptop?
are u serious was just about to press purchase o.O
I have to agree, i called razer about a simple software question, and they had horrible customer service, the guy didnt even know what he was doing, and then on top of that i got hung up on. that was enough for me i took the razer back and got a hp omen 15 and im very happy with it.
I just read your experience with Razer. How happy are you with the Omen after a few months now?
@@us3r11 Its a great laptop, runs very cool. no problems.
@@packersfan036 thank you, Eric.
I had a 2020 pro 17 had issues right out of the box. Traded it for a msi. No issues. Its really too bad as razer makes them look so good. But what good is that if its bad right out of the box?
How are msi, acer, asus, Dell and Alienware. Are they reliable? Im trying to get a laptop under $1,900 that can do 120 fps
@@Floof_Factory they all have issues here and there. My msi has been solid. For 1900 there's a few options. Just make sure it has a minimum of a 2070.
Can you extend or refresh the warranty ?
$2,000 spent on a laptop you could have purchased two laptops , one for back-up.
Thanks I've been tempted so many time to get the stealth 13, but I've heard way too many complaints like yours.
I've had stellar warranty support with HP and Dell.
Unfortunately, I also learned my lesson the hard way: 2019 Blade 15 Advanced, Mercury/White. It worked fine (for my purposes) but, I had an accident that cracked my screen and needed to get it repaired. I tried calling Razer Support several times to no avail and finally received an e-mail response five days after my initial contact. When they finally understood that I wasn't trying to hose them for a warranty repair and wanted to pay for it myself, I got them to e-mail a shipping label. 18 days after receiving my laptop, Razer notified me that my laptop was 'un-repairable' and offered to replace it with a newer, refurbished device for the price of what they quoted me to repair/replace my cracked screen: $433. Shit. I guess I'm going to accept their offer but I'm pissed and I still need a laptop for work. The last thing I want is a used, refurbished POS that's a fingerprint magnet and glows green, like a toy but, maybe, I can put it on EBay and recoup some of my loss.
Don't buy this computer.
Ever heard of battery bloat? I didn't,....until it happened. It's when the the battery expands. It's so common with them, the rep who first handled it told me the name they have for it....."THE COMPANY HAD A LABLE FOR IT, IT'S SO COMMON"
Given a laptop has no space for expansions to begin with,...maybe you can imagine the damage this can do. Disabled my track pad (unusable),...the bottom of the laptop looked like it was smiling on 3 sides it was so bad. Customer services first acknowledged the problem and sent me a prepaid fedex label.
I'm thinking,....good job,...they're going to fix their product problems.
Today,....I got a email listing $630 worth of problems that battery caused and them asking for payment. The laptop was the 15 inch white purchased in 18...$2000+...and now they want another 630 for a problem caused by their defect. HELL NO!!!!!!!!!!!!!!!!!!!!!!
NEVER AGAIN. I will spread the world forever,.....don't f^^^^ with this company.
I had also different problems with my Razer Blade, including my webcam not working, having problems with the display, annoying fan sounds, overheating. I tried to send it to the warranty which is extended here in Europe. The customer service was so bad. They told me it takes about 1-2 weeks, in the end it was 4 1/2 weeks. Their answers on E-Mails took days if not weeks
They replaced many thing, including things which they didn't have to, which was good for me. Now, half year gone, the same appear again.
Wait, so u bought it 18 months ago, but the 12 month warranty is on it’s 11th month?
That sounds crazy. I bought my 15 last year, had issues with it not wanting to restart. Sure they sent me general troubleshooting steps, all easy to do, including setting to factory (just put original ssd in, no biggie) and no go. They offered RMA, paying shipping to and from them. Shipped it out one week, the next week it came back. Appears they replaced the entire laptop, taking the bottom and lid/screen off mine and placing on new to preserve my skin even.
Hands down the best support I've experienced. For instance, Asus makes you pay shipping ($100 for 2 day) and then ships it back the slowest speed so it took 3 weeks to get back, after holding it 24 days to fix.
The fact that there isn't a message from Razer on this video says it all.
I do nto have any problems with my blade 15 2019
Similar thing happened to me but with alienware m15 r3, which was around 3k euro. I had high thermals, contacted dell support, sent the stress tests and he tells me my cooling assembly is not working properly. He sends a technician to replace it for me and during replacement he breaks part of motherboard, back of laptop, applies paste and thermal pads together. Orders a new motherboard, which didnt register intel card. I would ask them to send me a new unit since their tech broke my laptop and now they're probably putting refurbished parts so its not new anymore, and they would respond with it's not in our policy because you didnt buy the laptop directly from dell. All we can do is repair. Every day I would come from work and do tests for them so they can find the problem and send that very same tech twice
People hate on Apple but the only reason I refuse to switch is because they have amazing customer service
not gonna lie I've been having the exact opposite experience still love razer but I get you fam
Update: this was an issue with razer synapse and now has been fixed with a software update
@@ConsumerTechReview yet all these things you didn't say in your video don't act so so smart. im not gonna lie your other videos are good but this one i mean what a joke 😂
@@ConsumerTechReview and im not tryna cause any beef slash hate towards you as i said your videos are good just this one got to me a little hope you understand
@@ConsumerTechReview No need to be condescending lol
@@ConsumerTechReview nice one keep up the good work though man
I have the i7 9750H, RTX 2080 and 240hz and I have never had any problems (Got it in March 2020).
But when I’m gaming I do need to raise the back of the laptop 3 cm and I will get 80-90 degrees under RDR2.
DELL came to my house and fixed my 13R3 alienware.
This ALIENWARE was purchased on EBAY used without a warranty from a private seller.
I put in the service tag# at Dell's website and was able to refresh the warranty.
DELL has been awesome for me.
Keep in mind this was a USED LAPTOP OFF EBAY WITH AN EXPIRED WARRANTY!!
I'm browsing youtube and typed this comment with it.
Same happened to me. But I was the first owner and was out of warranty
Idk, it feels a bit dramatized.
The LTT example is simply exaggerated and referring to reddit or “so many people online” is very vague.
I’m not trying to defend Razer, and I believe they have a serious problem in customer service, but your personal issue might not be the general rule.
In the end i might be biased anyways, as I’m planning to get the 15” adv. very soon. I won’t be buying it directly of Razer, and make sure to get the extended warrenty, but maybe I’ll do do a video similar to yours. We will see :)
Okay I won't. I wanted to get the razer 17, it looks aesthetically pleasing, reviews are great. But nobody reviews it 6 months after nor even a long term review. It's a 3000$ laptop and if they don't support the customer nor the product, I won't support them. Thanks for the tip.
like someone else said...you can get a Razer, just not from Razer directly. Get it from Best Buy with a warranty through Best Buy. Then you're only dealing with Best Buy, not Razer
This video give me a new vision. I was thinking about buy a razer laptop in Black Friday. But the comments an the video make me doubt about this. What dou you think about MSI, ASUS and ACER like another option ? . I am from Chile.
get a lenovo legion laptop, or maybe a rog or tuf gaming one, they are very good.
This was a one off issue that happens (like with all companies). I’ve heard a ton more stories of people praising razer for having good laptops that last.
It's just about razer having shitty customer support. Of course most of their laptops probably have no issues, but it sucks knowing that if you do get unlucky and you have a dud, razer isn't going to help you out
I just ordered it yesterday 😂. But I did some research and found that there is an issue with razer Synapse and bios and they update it and now problem is fixed.
Mine was a hardware problem, and this video is right, they do have an aweful Customer Service.
I bought the Razer Kyio webcam around 11 months ago and it already doesn't work anymore.
I had the same issue with my razer blade and the nonsense support, hower the consumer law in my country was much on my side and i got my money back.
Ended up buying MSI, hands down the best laptop i ever had.
Hey! I saw one more review from another channel... That guy had the same problem the laptop used to crash often while video editing and gaming but razer soon fixed it's synapse software which was unable to work with Nvidia drivers... That solved it no further problems were encountered... I'm planning to buy one of these for myself👍👌 wish you luck man
Don’t know how this dude got all these problems, had my laptop for a while and works perfectly good still
Which model ? What about the thermals?
Ghost1_X Blade 15 RZ09 Nothing is wrong works like a beast
@@Qightz thank I’m about to turn my back from Dell’s Alienware so Razer seems pretty good , thank for the fast reply.
Same here, it’s been a year and a half with a 2070MQ Advanced Blade. No issues at all.
@@anarki_in5680 thank, I appreciate 👌🏾
Mine began overheating, so I undervolted, repasted with liquid metal, swapped thermal pads and got the razer laptop stand, turned off intel turbo, and upgraded the ram and SSD, and after all that I don't recommend it to anybody it's exhausting but at least now I can game at beautiful settings under 70 degrees celsius. Mine has an Intel Core i7 8750H and a GTX 1070 Max-Q.
I bought a Razer Blade 2021 OLED new when it came out from Best Buy with two years of Geek Squad. I just hope it doesn't die on me before my extended warranty ends.
Howdee there sheriff, seems like a nice day for a town patrol ain’t it ?
I am going through the same process right now. They tell you ship the laptop back and as a college student its nearly impossible. When I broke my Dell XPS before I purchased my Razer, they literally came to my house, fixed my issues and then went home. Razer is a huge downgrade. Get something else. The chassis is super compromised and you're better off with anything from a better brand.
Yeah I would say this is pretty much why I would buy most tech products from Amazon, because if something fails you still have AZs nice CS and not necessarily having to deal with the manufacturer since they are often reluctant toward replacements. One time I dealt with Dell about my UW monitor which cost over 1000 euro and I had a really awkward pixel in the center of the screen just like 2 months into owning it, maybe a bit longer. It was special because it was bright on a dark screen and dark on a bright screen, so super obnoxious, not just your average stuck/dead pixel.
Anyway. First I contacted Amazon and there were like yup, we'll just take it back. But at the same time I did not feel like being without a monitor for like a week or two. Now Dell ended up replacing it after I called them legit 10 times and having to prove to them that this is not just a dead or stuck pixel and that according to their own replacement requirements it fits the bill. I had to talk to them over and over and be mega persistent on my case until I got through to a supervisor and they ended up replacing it really quick (Like the sent the replacement unit and swapped it, I did not have to send it back which was nice). But the good thing here was that had they refused, I still had Amazon watching my back if it really went bad. And Dell is generally known for good Warranty and honoring it / CS. (from what I heard, in most cases).
If dealing with a brand that is a little bit harder to deal with, like here, Razer. That extra sense of security really really helps.
Of course fuck Razer for making this a nightmare in the first place, what is the point of making a good product when your customer has a nightmare experience using it because of some stupid flaw. Now tbf yeah the BSOD could have been caused by driver issues in Windows and a wipe could have fixed it but they should have still assisted you since expecting you to be just able to go ahead and wipe your potentially primary computer is just dumb.
Regarding your continous BSOD issues, what I can tell from experience is that it often is caused by:
Memory corruption, caused by damage or loose sticks.
Driver issues, often caused by bad drivers or software.
CPU issues are usually more persistent and reflect extremely obviously in stress tests, so unlikely.
GPU issues usually rarely result in BSODs and are less likely to happen in non GPU intensive workloads.
So that's my take on this. Shit CS sucks, Amazon can augment this if the product is nice but the CS sucks ass.
If you are in the market for new laptops of similar caliber maybe consider the likes of GS66, Aero 15, Zephyrus S15, Lenovo 7i etc, they are all pretty good from what I have seen.
I'm planning on buying the Razer Blade Pro 17 from Amazon.
Would customer service be better if I purchased it from Amazon?
@@ElixoYT By miles, yes
Do you get bluescreens while gaming? or just editing.
To be honest after 4 weeks of struggle Razer finally sent me a shipping label a few days and Honestly their customer service is the crappiest in the world and will never buy new products from Razer ever again.
When you pay a lot of money you are owed the best customer service period
I do not trust them either. I have had 5 Razer Blade In the past month because I just kept having minor issues (so I exchanged them). 4 out of 5 of them had issues. I have chosen to move away from Razer :/
I've had issues with Razer Gaming headset, I'm on my 3rd pair now. First time the mic stopped working after 6 months, got another one under warranty, second one had no bass in the headphones, therefor had to take it back to the store and get a 3rd one. And god forbid the power button got stuck on the 3rd one after a month. That was the last straw I threw the headset in the trash and got another brand.
We all had the same experience. I have been using Razer for years. None of them lasted more than 2 years. The support provided by Razer cannot be cataloged, it is practically non-existent. Right now I have two Razer laptops on my desk: RZ09-033 (advanced 2020 model CH551) and RZ09-036 (advanced 2021 model CH560). For both of them I replaced over time everything that could be replaced: memory, display, coolers, hard disk, keyboards. Stay away from Razer! Apart from a lot of noise, you won't get anything for the money you spend on them!
Had mines for 6months blue screen within the first month had to get it replaced twice customer service Sucks!!! I got rid of it now 0 issues with my MacBook Pro 16
Razer are neither "a new company" nor "a small company"
Come on now
One option would be that you update your synapse and your nvidia graphics drivers and that should do it.
I got a Razer Blade Stealth 13 for a really good price (full price is a terrible deal please don't buy it,) and I was pretty excited. When I first got it, there was some trouble booting it up but eventually it started working. It was working fine for about 1 month and then the screen flickered off and stopped working. I restarted my laptop and it seemed to work fine. After about another 4 weeks the problem came back and started happening constantly. After dealing with this for a bit, I contacted Razer and they gave me a bunch of useless suggestions on how to fix it. When none of them worked, I sent it to them. Two weeks later, I got it back with the same issue. I complained to them and the told me that all I had to do was install new BIOS. So that was a fun way to waste two months.
Edit: I also have the same problem with the lid not aligning properly.
no freaking way... my com has never blue screen. and right as i was watching this video halfway few mins ago, my computer bluescreen of DEATH on me. is this a sign?
razers customer service has always been like that. no news. and ppl still buy this overpriced garbage.
🤣
For the last 5 years I keep checking their store, thinking sick laptop. But then I remember they don't have 4 or 5 years on-site support like other brands such as Dell or Lenovo. And I always leave disappointed not buying their laptops.
They just did something similar to me. The best part is that they said they could not provide a repair also due to the fact that it would be unfair to the people who bought into their Razercare warranty (yes a warranty on top of a warranty). But they did offer me a $10 coupon if I subscribed to their newsletter.
From now on I will likely just stick to Glorious or Logitech for pc peripheral products.
I hate Alienware laptops because Dell probably did heat stress tests on them but they STILL sold these models. Terrible.
I’ve had to send in my razer blade stealth 2019 gtx version twice already because the screen flickered and the fans were defective. Now after repairs my entire nvidia gpu has stopped working. I’m waiting on their response on what they will do but it has already been 4 days without an email confirming their action on the matter. I’m hoping for a replacement or a full refund. This is so unacceptable.
“Watch this before buying”. Yes, because whatever happened to you will happen to every other person who purchases one. At this rate, one wouldn’t even bother buying any laptop, every manufacturer has horror stories both in terms of reliability and customer support.
Early 2019 Blade 15 Advanced owner here, no issues as of Dec 2020.
You are just lucky, so shut tf up. People need to know this is a problem because they do not expect to experience the wall of unhelpful people regardless if they spent $50 or $3500.
I have a mid 2019 rtx 2070 and 240hz. Upgraded to 32gb of ram and 1tb ssd. My track pad broke not so long ago. They replied quickly and got my system fixed in 3 days with no charge. I have no insurance either.
Did you try swapping the hard drive? Sounds like a failing ssd and tbh swapping would eliminate whether the issue is with the hard drive or if it’s with the motherboard and/ processor.
My Blade 15 is fantastic. Had it for 19 months and run it hard every day. What was the problem? Did you try a clean install in the end? You should never have accepted a wonky laptop 😳
MacBook pros overheat like crazy. Doesn't stop me from running one, but I think the Blade is a better engineered machine.
I bought the base model Razer blade 15 2020 with rtx 2060 and haven't had a single issue.. I edit and render most of my videos on it and 0 issues.. I've hit the 5 months mark with it.. and was considering getting an extension on my warranty.. but after watching this video I'm reconsidering that option..
If there were supposed to be issues you'd already experience them. Laptop models are made with parts from different providers. Even though you pay the same price you may get a model with higher quality components or *just* components. It's not just Razer either.
Everyone is saying get the razor blade 15. Now I hear people saying not to get it. Im just trying to get the best laptop for under $2000 that can do 120 fps. Any suggestions anyone?
Lenovo Legion 5i laptops
My Razer customer service experience was great. I had the Blade 17 Pro from 2015 and it just started to run very slowly it would take forever just to open a browser window. I contacted them and they immediately sent me an email with all the things I should try to get rid of the issue (I didn't get anything saying I had to do it within a certain time frame) literally the first thing to try worked I had to boot it into safe mode and re install a bunch of drivers and it ran great the rest of the time I owned it. Companies don't win all the time but in my case they did
It sounds like they poorly explained to you why this stuff was necessary and responded slowly to your communications. But a LOT of what you're talking about is completely standard across every manufacturer. Having to complete a ton of troubleshooting, mail in the device, wait weeks for it to return, this is all very normal. They definitely didn't provide great customer service in their communications, but I think you'll find much of your complaints are just how things are done unless you pay for the improved warranties most manufacturers offer. (They are expensive, but in a case like yours, worth their weight in gold.) Even from Apple, you have to buy AppleCare+ if you want to get things resolved quickly.
Also, videos of failures are easy to obtain for pretty much any popular laptop. Every laptop manufacture has a targeted failure rate they try to stay below for a product or a line. Apple, Dell, HP, all of them have many many failures every year, that's why they all have departments to handle them staffed by hundreds of people.
Pro Tip though. Always have your data backed up anyway, that's just living dangerously. And then if you do, that means before you even call them, you can wipe the system, update all the drivers and then see if it happens again. If it does, call them up and you've just reduced the amount of troubleshooting you have left to virtually none.
Bunch of things were wrong about my mouse. At some point the mouse started turning off every few seconds (usually every 4 seconds, 12 seconds, etc.). I asked Razer support about this and they said it was definitely deffective, and they were going to give me a replacement. I ship back my mouse, and 2 weeks later I decide to email in the same case how much longer it would take. They didn't answer. I opened up a new case and they told me it has been shipped a week ago with a tracking number they never gave me. I look outside, knowing im in a sketchy area, and I don't see it, both doors iI check btw. Better yet they told me they would email me the status of the replacement (they never did). I am now in the process of waiting for them to reply to this incredible story, really hoping for them to send me another replacement and actually telling me when the replacement will come via a tracking number or email. Literally don't buy anything from Razer. Small little things that really frustrate you, and bad customer support.
Mine is perfect since one year ( blade 15 advanced )
same here .
He said "a year ago", so i figure it probably the 2019 model
After owning 3 razer laptops and all of them are broken, still work but broken, I can confirm they don't give a damn. Oh it's a gaming laptop. Bro... I game on MacBook pro with AMD and stressed it and my the Mac didn't went bloated. Razer was the first windows laptop I got. For the price... F them all
I just fucking bought one. UA-cam has been recommending me ALL the great reviews. A WEEK after I buy it, you tube recommends your video. I'm not gonna lie, I'm panicking.
Bro how did your Razer experience turn out, after 1 month?
I just got one.... any updates on your experience?
@@anthonyazanon6160 I used it heavily at first but have been using it via RDP for a while now and so far so good. No serious issues other than a meh battery life and it being a fingerprint and hand dirt magnet when I do use it directly.
@@a.Murder.Of.Crows. I used it heavily at first but have been using it via RDP for a while now and so far so good. No serious issues other than a meh battery life and it being a fingerprint and hand dirt magnet when I do use it directly.
@@JGrffn how’s it going now 8 months later?
Too late, bought a razer laptop a year ago and shortly after a year I started getting problems and found this video doing research on the problems now that my warranty just ran out...
saw this video and rolled my eyes. then got 2 lemons one after another buying blade 15s. don’t go with razer y’all the quality control is legit terrible
I also had a really bad experience with my new Razer laptop so far. I really thought I could trust this company because I was using their keyboards and mouses for a long time and always had a great experience. I have my Razer blade 13 for two months now and I never had so many issues in such a short time with a new laptop, so I'm sending it back today. After 10 days the display already had malfunctions, after 28 days of owning it the battery lasted only for 4 hours when it was on energy saving mode the whole time (so only 40% battery from the original 10 hours), now after two it is not charging anymore. I only used it for my school work and for InDesign, Photoshop and Illustrator. I never played any games on it. I only took it to school in a separate protective laptop bag. Maybe it's only me and I had a bad experience with this computer and I can't recommend other people to buy this computer and tbh I'm really sad about it because I was always was a big fan of Razer. One of the only good things I can say about it is that it's is indeed super fast but I'm really disappointed about all the malfunction that it has had so far. I also can agree that the customer support is the worst.
I've been looking for a laptop for gaming and video editing and saw Amazon currently has the 2020 Razer 15 base model with an RTX 2070 on sale for $1,599. After watching this video I guess I'll look for another option but I don't like Dell because of problems I had with their customer service on a computer I had back in 2007 and I've never cared for Apple products so I'm still searching for a laptop.
blank964 maybe you should take a look at the hp omen 15 2020
i'm picking up the acer preditor 300 2020 model.
Thank you for sharing! Im about to get their top tier blade 15 for my next job and seeing your review makes me really think twice. Im in Europe, do you think their customer support is that bad or just in the US? Was thinking about Asus M16 but id prefer something more clean for work.
How much stuff did they ask you to do in that 72 hours? And when you finally did get around to doing it how long did it take?
Seems like it wasn't a very high priority IMHO.
I bought my blade 15 pro 6 months ago 960 operating hours and a damaged 1T disk to be replaced. I have a question, do you also get so hot under the screen?
it's the razer synapse software problem that causes BSOD