Report: #1500584

Complaint Review: Razer Computers - San Francisco California

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  • Reported By: Sean — San Francisco CA United States
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  • Razer Computers Westfield San Francisco Centre, Space 136 865 Market Street San Francisco, California United States

Razer Computers Scammed me on their warranty San Francisco California

*Consumer Suggestion: Did you read the terms and conditions?

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I purchased my Razer laptop on the 1/16/20 and was offered a 3 year warranty for $450, that I was told covered in-home repairs and even guaranteed I could return it on the last day of the 3rd year for a full refund, because they were that confident in their product. I purchased this warranty. It was a scam.

6 months later, it started overheating/crashing (which I had been assured could not happen with their advanced cooling system). When I called the warranty #, I was told that their portion of the warranty did not go into effect until the manufacturer's warranty had ended after a year, and that b) they only covered accidental damage. The company even accused me of fraud.

Contacting the manufacturer took over two days. Over the next month, I was given horrible advice on resetting my computer to factory defaults, downloading drivers, etc. none of which worked. They finally admitted it was a hardware problem and told me to send it in and they would fix it and send it back to me (they could not give me a time frame for the repairs, not even an estimate, and according to their forums, they have long wait times for repairs, in excess of months). I explained that I had the "EliteCare" warranty which was supposed to include sending someone out to me. They informed me that that was not covered in any of their warranties.

I said their vendor told me it was in the warranty. When I read the hard copy that had been sent to me, it detailed NOTHING of what they would cover. They guaranteed nothing. They will not do anything unless I send them my computer first, not even allow me to exchange it at the store. They have lied, defrauded me, and will not refund the warranty despite it not being what I was told. Their machine stopped working properly within 6 months of purchase. I recommend looking elsewhere for any computing needs. 

This report was posted on Ripoff Report on 10/05/2020 01:14 PM and is a permanent record located here: https://www.ripoffreport.com/report/razer-computers/san-francisco-california-1500584. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 Consumer Suggestion

Did you read the terms and conditions?

AUTHOR: Flint - (Afghanistan)

POSTED: Monday, October 12, 2020

It took me 20 seconds to find the T&Cs for the service plan you purchased, and the terms are explained pretty clearly.  The plan offers accident protection and extended warranty and also provides for free shipping to the service depot.  That's it.  Nowhere is in-home service mentioned.  You can get a prorated refund for the service plan if you cancel it.  Obviously, you cannot return the laptop to the store for a full refund (that would be a ludicrous policy).

Promises from a salesman are worth exactly the paper they are written on.  Make them show you the specific clauses in the contract before you sign it.

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