I've had it with Razer's crappy support.
My Razer Edge that I bought in July is DEAD.
I went to their web site, got the device number they needed and filled out the support form. Since I'm in my account, they shouldn't need more than an explanation.
Please let us know more about what happened. A little more detail about the issue would be very helpful.
When and how did the issue start?
Was it working fine before?
Were there any changes made to your system prior to this issue?
Have you updated your Windows to the latest version?
Were there any circumstances in which any physical damage has been inflicted on the device?
Any noticeable physical damage from the device?
Could you walk us through the things/steps that you have done before the
issue started? We appreciate it if you could provide the detailed steps
as possible
Please also provide the following information below for us to validate the warranty claim:
Complete Name:
Phone Number:
Country:
Subscribed to RazerCare: Yes/No?
Place of Purchase:
Date of Purchase:
Proof of Purchase:
We would also need a PDF copy of the proof of purchase in case a warranty claim would be needed.
They'd like me to troubleshoot it. To me, they should understand that dead means that it no longer functions. Maybe they don't have competent people. Maybe they're not located in the headquarters where they have access to the information.
Previously, I had a pair of their low-end Bluetooth headphones/headset. They were good and I got a deal on the high end pair with THX-capable sound. They were slippery to get out of the case. Apparently, when I was trying to remove one of them, I touched the shell in a certain way, lowering the volume, so that they weren't equal. When they're out of the case, there was no way to change one of them in such a way. I eventually did something similar and it was fine again and then, I caused it to happen again, and it's been stuck that way. Support was "Oh?"
I'm a bit surprised that the Razer Edge didn't even last five months. Perhaps, the Snapdragon G3X was too much, even with the fan running constantly. I remember people complaining about the 888 being hot as hell.
Update 2024.12.05: Got a decent response:
Thank you for your detailed response. Based on the information provided,
we’ve determined that the issue appears to be related to a possible
hardware fault. We will now proceed with processing your RMA.
You can expect an email from our RMA team within 24 to 48 hours with further instructions on the next steps.
Hope that it won't be too difficult from this point. I'm still not buying any other products from them.
Got the e-mail and went to the link. Couldn't enter my information (which they already have in their system) with Firefox, Chrome, or Edge on Windows 11 and using Firefox on macOS.
Update 2024.12.08: They updated my address within the form. I clicked the checkbox to apply the same address to both billing and shipping.
I clicked the Next button, which gave me the UPS shipment number and the ability to download the shipping label. Clicking the download gave me "Access denied". I can't be the first to use this system. Surely, someone (should have) tested their website.
Too quickly, I judge. They sent me an e-mail from UPS with the linked label. I'm guessing that I can take the link to a UPS Store and that they will be able to scan it and print it.
Update 2024.12.09: Someone saw my issue that I posted and they made a copy of the receipt in PDF form. I actually made it to a UPS store this morning and they scanned the e-mail from UPS and it's on the way.
Update 2024.12.13: Friday the 13th, my lucky day, it is. Razer's facility in the U.S.A. has received the Edge and they're processing the RMA. Supposedly, I should receive another device after a few more days. They are keeping in contact. Maybe, it will make it by Christmas.
Update 2024.12.17: FedEx seems to think that the replacement will be delivered tomorrow. I read something that said that the warranty of the replacement unit will last 90 days or until the end of the original warranty, whichever is greater. Since it was about 150 days, I should have a bit over 200 remaining. I hope I don't need it.
I'll say that the customer service has been good. I had a terrible time with their web site, but customer service bent over backwards to help me.
Update 2024.12.18: I got a package today. Unfortunately, they sent me a power brick and a cable, instead of my Razer Edge.
Update 2024.12.20: Apparently, they had to ship a new device, all the way from Hong Kong. FedEx is handling the package, so hopefully, they'll be better than UPS is and it will arrive before the end of the year. Once again, I had trouble with their web site. I clicked on the tracking number and got "no permission" or "denied" or some such. It looked like a FedEx tracking number, though, so I tried their tracking and it was theirs.
Update 2024.12.23: It took three days to
get across Hong Kong, so I don't hold much hope that it will arrive
before the end of the year. It's "on the way", so it could be on a ship, on a plane, or in customs. Maybe, a OnePlus 12R should be on my list once I have the money.
It made it to Taiwan while I slept.
Update 2024.12.27: It arrived and it left. They didn't make any noise, so I guess they rang the Ring doorbell that doesn't work and wrote the "no one was home" door sticker. They needed a signature and I was home. I'm not the only one in the house, but if someone knocks on the door, someone responds. FedEx doesn't have seem to have any way to have them send a text message when they're at the door. The driver barely put the name and the date on the sticker.
Update 2024.12.30: It arrived. I heard someone open the front door and went to see. It arrived and I got to sign for it. The driver used the Ring door bell that hasn't been working for two years.
I think that what arrived was the full retail package. Since they seemed to be on clearance when I got mine, I'm surprised that they had any remaining.
I need to send them a controller, since they sent the who combination. Ugggh. Now, I feel bad that I didn't send every little detail.
Right now, it's updating the operating system. I wish it was newer than Android 12. After that, it will take a while to get my games and other apps installed and get my data back from backup, if I can figure that out.