11-20-2019 10:44 AM
I purchased a Razer Blade 15 RTX laptop in June and had cracked the screen. I brought it in to Geek Squad on 10/11 to see what could be done. Without the service plan I understood the cost estimate of the repairs. I received a notification on 10/16 that the problem was being diagnosed. on 10/17 I received the repair estimate and called to approve. This is where things went off the rails. After 2 weeks of checking the status via the email confirmation, I received an error that my service order number could not be found. I called into Geek Squad and they explained that they could still see the number on their side, but I wouldn't be able to view status on my side. I asked for updates and they advised they were waiting for parts. I called again on 11/8 and spoke with a Geek Squad agent, and they advised it was in the same status but advised that they would put a note in the system for someone to call me and for Geek Squad to contact the manufacturer for an update per my request. I called again on 11/15 as I had not heard anything and the Geek Squad agent said that the issue would be escalated because he had never seen a repair take this long. He advised that someone would call within 24 hours. Nobody did. I called in again 11/18, they said there were no changes to the update and would "escalate the issue again, this time on paper". I just received a very curt call today (11/20) from a Geek Squad agent who said that they were unable to get the part and the best option would be to return the laptop to the store unrepaired and to contact Razer myself. The real lack of communication and the apparent lack of even trying to get the part from the manufacturer is unacceptable. I am now waiting on my un-repaired laptop that I sent in for repair on 10/11 (40 days). 40 days wasted when I could have just gone to the manufacturer directly.
11-22-2019 01:10 PM
Thank you for taking the time to visit our community forums and letting us know about your experience with this repair. I can understand how important it is to have a working computer and know if I were in your shoes I would want to get my computer back as quickly as possible. We do our best to provide accurate estimates on when your computer will be back up and running and I apologize that this wasn't your experience. In some cases we are unable to receive parts required for repairs or they may be back ordered. Have you been able to receive this laptop back from our service center? Please let us know if there is anything we can do to assist you at this time.
11-22-2019 03:43 PM
I see, cmclucas,
I would be happy to look further in to this to see if I can provide an estimate on when this will be available to be picked up. Can you please send me a private message with a few more details about this repair? I will need to confirm your:
Service order number
You can send me a private message by clicking the blue button at the bottom of my post across from my name. I look forward to further researching this!