Review on 💻 Razer Blade 15 Base Gaming Laptop 2020: Intel Core i7-10750H, RTX 2060, 15.6'' FHD 144Hz, 16GB RAM, 512GB SSD, RGB, Thunderbolt 3 by Michael Ringgold

I am writing this review to warn potential buyers and hopefully get Razer's attention to wake them up. In short, Razer's support is a joke and I don't think the premium price comes with any service. Details below: I'm buying a new Razer Blade 15 with a 10th Gen chip and GeForce RTX 2060. I had a few weeks of travel planned and figured a personal laptop would help smooth the trip. Well, I'll never know because Razer's customer service is the worst I've ever experienced. I bought my laptop on May 9th with expedited shipping. It arrived on May 12, and that's when the problems started. I unpacked the machine, which admittedly was only to reveal an installation problem. The laptop shook when typing on a perfectly flat surface. Having bought the machine for nearly $2,000, I expected it not to wobble with normal use, right out of the box. I immediately called Razer, assuming that this issue would not require a replacement. The first response I received was that a new replacement could take 2-3 weeks. 2-3 weeks to replace a defective order with a new one upon arrival! I literally just opened the box. It won't be possible to explain this and as I bought a laptop for an upcoming trip a tech support rep asked me to go through everything. I explained the problem and sent some videos of the problem to Razer Support. The video here shows hesitation when typing (note that the screen jumps and the keyboard wobbles). The agent explained that there was nothing he could do other than process the refund and then get me to order a new car. I asked if those were really the only options as none of them sounded like a great answer from a premium brand. He offered to escalate the issue and said I should expect a response within 24 hours. I decided to wait before proceeding but also expressed my willingness to issue a refund and a new ordering route if that was the best option. Well, 24 hours is inserted and there is no email or follow-up from Razer. I sent the email myself. A new agent called within an hour and said he would handle my replacement. I explained that over time I wanted a replacement sent to my destination. No problem, I sent the new address through. I have also repeatedly confirmed that the replacement will be processed promptly, I will receive a new confirmation of the process and that the replacement is unaffected by the return status. The return should be picked up by Fedex the next day. The next day I sent my old car back via Fedex but the new tech order never arrived. I emailed Razer that my old unit was being picked up, but I didn't have confirmation of a replacement. An email arrived a few hours later saying that my replacement unit is awaiting processing of a refund as I was informed yesterday. Well I quickly replied that this was incorrect and please take the call as it was clearly stated that a new replacement would be made immediately. At this point I explained that if a new replacement was not processed within 24 hours I would request a refund. The next day I got a call from Razer. They received my old broken machine and will process the replacement order immediately. I was told a new order confirmation and tracking number would be sent out the same day. Needless to say, neither came. So after waiting all weekend, I went to online chat to contact support and request a refund first thing Monday morning. (Razer phone support doesn't open until 12:00 PM ET.) The online rep understood my request, but the best they could do was file a refund request, which was even approved within 24-48 hours . So here my story ends. I'm still awaiting news on my refund request, although several agents have confirmed receipt of my old, faulty car. I bought from Razer because they are a premium brand with premium support. No way. Their customer support was dysfunctional at best and downright dishonest at worst. I'm sad to write this, but I can't sit back any longer. I've had about 5 Razer products in my life but will never do it again.