Is Razer Customer Service Good? 2017 Rating
This year, for the first time, we're including Razer in our Tech Support Showdown, because the company has expanded its lineup of laptops enough to be considered a major player in the space.
|Razer Tech Support|
|Overall||Web Score||Phone Score||Avg Call Time||Phone Number||Web Support|
|Phone Hours (ET): 12 pm - 8 pm|
To test Razer's tech support, I made several calls, pinged their social media pages and explored the company's support website, searching for answers to questions about the latest Blade Pro.
Web and Social Support
Razer is extremely thorough. When I journeyed to the company's system support site, I got an immediate walk down memory lane, with tiles set up for past Blade models, including the original 17-inch that debuted in 2011. With my nostalgia satisfied, I clicked on the tab for the current Blade Pro and was directed to a rather extensive FAQ page that addresses a number of issues from Windows updates, internet connection difficulties and actions that could potentially void your warranty.
If you can't find what you're looking for on the FAQ page, you can use the email address the company lists to contact Razer support directly. The page also includes a list of location-specific numbers (including those for the U.S., Canada, the Philippines, Dubai and Taiwan); an international line; links for Software & Drivers, Product Overviews, Spare Parts and Accessories; and a Contact Us tab. However, I was disappointed to discover that Razer doesn't host online support forums.
When I didn't find the answers to my questions on the FAQ page, it was time to check out Razer's social media pages. Starting with Facebook, I sent a message about enabling stat tracking in the Synapse software to the Razer Support page at 4:55 p.m. EST.
If you're looking for a somewhat speedy response, you might want to look elsewhere. As soon as I opened a chat to message Razer Support, I saw a notification that it might take up to a day for someone to get back to me. It was a bit quicker than that, though; I got a response at 10:14 p.m., correctly informing me that the feature was already enabled.
The Razer Support Facebook page isn't all that helpful in and of itself. A natural place for an ongoing dialogue with Razer customers, it instead features links that will take you back to Razer's site to either register your system or peripheral, or peruse the FAQs there.
Next, it was time to try Twitter. I made contact with the Razer Support Twitter account at 4:22 p.m. EST, asking how to set up Chroma integration for either The Witcher 3: Wild Hunt or Overwatch. I received my answer 23 minutes later; a pair of tweets walked me through the process.
If all else fails, you can email Razer with your query. After filling out a form on the Razer Support site, I received an email saying that Razer Support would answer my question within 24 hours. Thankfully, the wait was much shorter; a rep named Richard answered my question correctly about 31 minutes after my initial inquiry.
Razer recently extended its phone service from Monday through Friday from 9 a.m. to 5 p.m. PT (or 12 p.m. to 8 p.m. ET) to the entire week during those times. I made my first call at 4:11 p.m. EST and was put in touch with Jacob in California. Once we got the formalities out of the way, I asked how to enable stat tracking. After a few seconds, he started giving me directions for how to use the Switchblade user interface, a feature from the 2013 version of the Blade Pro. That would have been fine, if I hadn't told him that I had the most recent version of the Razer Blade Pro.
It took 5 minutes to get him to understand this fact, to the point where I had to explain the differences between the two systems. Once we got back on the same page, Jacob put me on hold for 4 minutes while he searched for an answer. When he returned, Jacob quickly directed me to open Razer Synapse and right-click on my email address to find the Stats and Heatmaps tab in the subsequent menu, which was the correct answer. All in all, the call took 10 minutes, which isn't too shabby. Before I ended the call, I inquired about support hours and was told that it was a 24/7 service, which was untrue.
My next call to Razer took less than 5 minutes. I was connected with Teddy at 4:07 p.m. the next day. I asked him how to prevent my laptop from going to sleep and then prompting me for a password when I walked away for a few minutes. He quickly answered my question, guiding me to the Power Options control panel and instructing me to click the When to Turn Off the Display Link. He courteously advised me on which settings to select (When Plugged in - Never, On Battery - 30 mins). However, disabling the password prompt for wake-ups might have been an even better suggestion. The whole conversation took 4 minutes and 14 seconds.
I made my final call at 1:30 p.m. and asked a rep named Fred how to set up in-game Chroma integration. He placed me on hold to research the answer but returned after about 2 minutes. I thought he was going to walk me through the process, but instead, he asked me for my email and said he would send me the answer. After creating a case number for my call, he told me that the answer would arrive in my inbox in approximately 10 to 15 minutes. The called ended after 8 minutes and 23 seconds.
The email arrived at 1:55 p.m., and instead of directing me to go into the Synapse software to check the lighting configurations, it gave me directions on how to uninstall Synapse. I replied back and explained that this was not the information I was looking for, but I never heard back.
Before you start reaching out for assistance, it's good to know whether your pricey system is still under warranty. Razer laptops typically include a one-year limited warranty that covers parts and labor, but not accidental damage, for 12 months. Attempting to swap out the CPU, GPU or storage will void the warranty, but installing new RAM will not.
Razer has two tiers of customer support for troubleshooting purposes. Most consumers will have to deal only with the first tier, but the second tier is there for problems that might be a bit too complex for tier one to handle.
Razer offers several methods for servicing your laptop if something with the software or hardware were to go awry. Although it gave me the incorrect answer to my question about phone service hours, the company's dial-in service is the best part of its tech support. Razer's support reps are friendly, patient and, best of all, relatively quick to answer questions. I just wish the phone service were 24/7, as most of my problems tend to occur when I'm burning the midnight oil.
Both social media accounts and email addresses will yield accurate support, but they include disclaimers saying you might have to wait up to a day for an answer. So it's not the speediest path to a resolution; response times ranged from 20 minutes to 4 hours.
The company's support site leaves some room for improvement. Although the FAQ is rather helpful, there should be an active forum for people who own Razer products to help one another, as well as a few how-to videos. The same goes for the Razer Support Facebook page, especially when you consider how active Razer's main Facebook page is.