Razer held my laptop for 33 days, then "blind-shipped" a factory box with completely blank paperwork.
I am at my absolute wits' end with a premium laptop manufacturer. My machine was held by Razer's repair center for over a month (33+ days) under case 260609-001205.
During that entire month, their front-line customer support agents repeatedly admitted they had "limited visibility" into the actual repair facility and just kept feeding me copy-pasted templates telling me to wait.
Exactly 3 days ago (Monday), a factory-sealed box suddenly arrived on my doorstep via courier. The catch? The shipping and customs paperwork is completely blank. To this day, support still cannot tell me what is inside the box, whether it’s my original unit, a refurbished machine, or what specific technical repairs were carried out.
Under the UK Consumer Rights Act 2015, a manufacturer/retailer has a statutory duty to complete a warranty repair within a "reasonable time" without causing significant inconvenience. Dumping an undocumented box on my doorstep after hiding from me for a month is a complete breach of that standard.
The box is currently sitting here completely factory-sealed, and I am refusing to break that seal. I've drawn a hard line and told them I am formally rejecting this unit until an EMEA senior manager steps in with actual documentation and a transparent current-spec upgrade to resolve this infrastructure failure.
I'm taking the whole paper trail to Citizens Advice and Trading Standards first thing tomorrow morning. Has anyone else successfully forced a premium brand to honor consumer laws after they pulled a stunt like this?