Razer Blade woes round 2, the Amazoning

So if you aren’t familiar with my pain trying to buy a Razer Blade from the Razer Store, I suggest reading it… it’s a hilarious good time of a comedy of errors.

(Note, only reason any of the below really matters is I want this thing sorted and ready before I fly to Tokyo early AM Thursday.)

After giving up on the Razer store, I move on to Amazon.com once I learn in the 11th hour, Friday morning, that they carry them. I quickly placed an order at 1pm PST with next-day shipping for 9.99 (god bless Prime!)

At 2:30 PM on Sunday I get notification it has shipped, this gets me really excited, since I bought next-day shipping! However I look on Amazon.coma and it still shows an estimated delivery date of Tuesday. What?

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I check the UPS tracking number on UPS’s site instead of amazons to see what it shows for comparison.. it shows it as a 2-day package with delivery due Wesdnesday.

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WHAT?!

I figure I may as well call Amazon and see what happens, so at 8pm Sunday I give them a ring. A very nice lady tried to help me and offers to call UPS and see what she can do. She puts me on hold, while checking with UPS, but I end up being able to overhear the conversation plain as day. Their UPS agent informs her that only a label had been made, but there had been no movement on the package itself and they had not yet taken possession of it. They are anticipating actually having the package Monday morning.

THEN WHY DID THEY TELL ME IT SHIPPED?!

She also said that “the shipping had been ordered for 2 day, so a wed delivery is the correct estimate.” Her only suggestion for expediting it was to contact the Amazon shipping department at the warehouse in question and have them manually change it to next day (for a tuesday delivery) by creating a new label before UPS takes possession of it. If that wasn’t done in time, she said, there was nothing UPS could do about it as 2-day shipping was already locked on that label and can’t be changed once possession is taken.

She comes back to me and relays some of this (minus the part about Amazon buying a 2 day label) and was nice enough to offer to try to contact shipping herself and fix this for me, but they are closed till tomorrow and she is not in until 2pm EST. I asked if she could hand this off to someone who will be in sooner, and she said she would offer to try but that realistically the only way she is certain this will be reliably followed up on is if she does so herself once she is in. (Which logic would tell the astute reader is going to be too late to change things.)

Reluctantly, I tell her I guess we’ll just let things lie where they are right now, and I’ll wait to hear from her sometime tomorrow afternoon.

Considering I paid amazon for next day shipping on an in-stock item on 1pm on a Friday afternoon.. I’m a little peeved!

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(Amazon’s shipping reliability is getting consistently more and more unreliable… -_- I’ve had over 11 credits to my account for delayed shipments in the last 12 months.)

 

UPDATE- Monday 1:30pm PST: So, no call yet from Amazon following up on the issue, but I got an urge while relaying this story to a friend to check the UPS tracking number just to see if anything changed before I published this post. Lo and behold, it looks like Amazon managed to fix it before UPS took possession! The Expected delivery has changed from “By end of day Wednesday” to “Early Tuesday”!

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I’m going to withhold my elation and celebration until it is actually in my hands, but things are starting to look promising!

The comedy of errors that is the Razer Store.

So, for many months now I’ve been extolling the virtues of the killer combo that is a Razer Blade paired with a Razer Core. I know of 3 colleagues I talked into the pair, plus many more whom I’ve planted the seed in and may or may not have pulled the trigger without me knowing. It’s a great setup, especially if you want to move away from having “too many computers” and, like me, have a core gaming desktop as well as a day to day laptop.

In August, my MacBook Pro’s video card started to give out. It’s 4 years old, so it’s understandable and no hard feelings. After much research I decided to take my own advice and buy the recently released New Blade from Razer and pair it with a Core with a 1080 inside. About the start of September, I went to pull the trigger and that’s where the fun began. What follows is a timeline of the absolute comedy of errors that began that is so ridiculous I can’t even be mad… and only just laugh at this story. It’s a long read, but that’s because it’s a meticulously detailed timeline of events for maximum impact and reliability. I promise you it’s worth the read.

Sept. 5th – I finally decided to pull the trigger and to order a Core and Blade combo to replace my desktop and aging (and literally melting) MacBook Pro laptop all in one go. First tried to go online to the special Partner store, since as a employee of a game studio partnered with Razer, I am able to get a few minimal but none the less nice discounts. Unfortunately, the promotion they are running for $100 off a Core when purchasing a New Blade is not offered on the Partner store. Also, no New Blade’s are listed on the store either, only the legacy ones. (As I learned later there is a 3 month lag for new products on the partner store. Lame, but I can rationalize the reasoning on that to some degree and no major complaints). 

I then went to the regular store url/login with my personal account. The promotional bundle was offered, but the New Blades were currently listed on back-order with no date for future availability. The only option is to sign up to be notified when on sale… so I signed up and eagerly wait!

Sept. 21st (ish) – I receive an email stating the New Blades will once again be shipping in October, and are preorder-able on Oct 2nd at 9 am PST. I set an alarm to remind myself to hop on immediately at that time and preorder one, just in case.

Oct. 2 – I hop out of bed bright and early in my hotel room at Twitchcon and ordered my New Blade and Core together at 9:02 AM just as it unlocked. The Core is listed to ship on Oct 14th, and Blade Pro is listed on back-order until Oct 28th. Remember this. 😉

While ordering, I found code online for a free $49 messenger bag if ordering a Blade. I put the code in, because I love free stuff! The order form accepted the code and confirmed the free bag. 6 hours later, the order confirmation was emailed to me (seems kind of long? Was a bit worried something went wrong up until then due to demand or something.)

I also discover at this time that the $100 off discount was not applied. Apparently you don’t get it automatically? The discount appears to be emailed as a promo code as part of the order confirmation email, once your order has been processed and subsequently confirmed. Instructions state it must be applied separately to a different Core order to be claimed?!

Oct. 4th – After chatting options with a friend at Razer for advice, I reached out to Support to find out how to get the $100 credit applied to my order. unfortunately, the support form is limited to 550 characters only. No email, no phone. Very hard to explain most problems in so few words but I managed it. The Support form gave me an auto email to expect a reply in up to 1-2 business days, as to be expected. Later in the same day, I received an unrelated email stating the following: 

“Thank you for ordering from the RazerStore. As indicated during checkout, one or more of the products you ordered is currently unavailable and cannot be shipped. You will receive an email notification when your order has been shipped.

Estimated shipping period

Razer Basic Messenger Bag: null”

Looking farther down email, there is an additional section: 

“note:The item(s) in your order will only ship once all item(s) are ready for shipment.”

Wait, does this mean that even if the core and blade are ready to ship, the whole order will be held for this mystery bag with a “null” ship date? In paranoia, I open second support ticket, asking about this issue in detail.

Oct. 5th – Support has replied to my first ticket. They explained that they are unable to apply the promotional credit, and that if I want to get the $100 off of my Core, I must cancel my order and start over by ordering the blade first, wait for the confirmation email with code, then use that code to order a core separately.

“Hi, J.

Thank you for contacting RazerStore.com

We are sorry that we are unable to add promotional code in any order that has already been placed.

https://store.razerzone.com/DRHM/store?Action=DisplayHelpPage&SiteID=razerusa&Locale=en_US

At this time, we can cancel your order and allow you to submit a new order. Please let us know if you want us to attempt a cancellation.

If we attempt the cancellation, you will be notified by email that the cancellation was successful. If unsuccessful, your order will ship as originally placed.

Hoping to hear from you for your decision.

Thank you for your time and understanding.

Sincerely,

Team RazerStore.com

Later that day, the other ticket is replied to saying that they cannot confirm for sure if the order status of the messenger bag would hold up the rest of the order or not. I’m told that it should not have actually been made available and is indefinitely out of stock and no longer officially offered as a promotion. Additionally, they are unable to make any changes or adjustments to my orders promotional codes and that if I wanted to cancel the order and start over they were happy to do so.

I responded to the first email confirming that yes, I would like to cancel the order and start over, in that case. (Especially in light of all the above nonsense). They respond they have “requested” a cancellation, and stressed this is not actually confirmation it has been canceled. Was told I need to wait for a cancellation confirmation email before it’s *actually* canceled. The confirmation eventually came about two days later. Why on earth does that need to happen or take so long? Who knows. I then tried to make two new orders. First I ordered the New Blade, in HD (not the QHD+) with a 1TB HD.

However, the order form rejected my billing address confirmation, telling me I needed to enter a “valid value” for State and country, highlighting them in red. Note: These are pre-filled drop downs, not text. I simply picked the options that applied (CA, US). It kept rejecting them over and over again, until I hard-refreshed the page, wiping out the form entirely and starting over.

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Oct. 6th – Still no order confirmation the following morning. Without it, I can’t order the Core, and I’m also becoming worried that I may slip back into a further batch of Blades. On a whim, I decided to check my order history, out of idle curiosity. It actually showed duplicate entries for every order! There were 12 line items for 3 simply orders, each repeated 4 times. This is really weird and confusing, and obviously a bug of some kind. Also still showed my recent order as “In Process” a whole day later.

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Later that day, roughly 26 hours after the initial order, I finally get my order confirmation with a discount code for the core. (Irony… the discount code looks to be the SAME as the one from the first ever order.. It’s apparently not a unique code? Either that or it’s keyed to my email or something and the same for just me. Had I known that, I wouldn’t have waited!) I order a Core it using this code, getting my nice $100 discount. Again however, I experience the EXACT SAME bug with the state/country drop down! I hard refresh once more, and this fixes it. I think it’s possibly related to chrome’s automatic filling of known address info at this point. At this time, it’s important to note for reasons below that the Razer Core still has a shipping date of October 14th and the New Blade is Oct 28th. Sounds good to me!

Oct. 15th – Still no shipping confirmation for my Core, which was due out the day before. I begin checking the order status page daily because I am an impatient nerd who wants his shiny toys! The store site still says it’s shipping Oct. 14th when I checked on the 15th, and 16th, and I believe I looked again on the 17th (my notes are fuzzy there). My order confirmation also says the 14th still, I checked to make sure I wasn’t crazy.

Oct. 18th – I check the order status, still no updates! However, the Core listing in the Store *now* says “back ordered, ships from 10/28”.  I was given zero emails or heads up about this new delay however. A silent stealth update to the site? Not great customer service experience. Totally understanding things happen, but an email/update would really have been nice.

Oct. 19 – A New Blade Pro has just been announced. Shit. Do I still want a New Blade, or do I want the Pro? Is a pro better for my needs? Does the Pro even need a Core with it’s sexy new gpu? It the Pro too big in size for my needs though? I almost have buyers remorse before I even have the product. I don’t know what to do. The New blade doesn’t ship for another week. Also I now know details about the rumored MacBook Pro refresh coming next week. It might be a better solution and at this rate will arrive sooner .Maybe it’s better to cancel and wait and see how reviews pan out? I reach out to cancel my Blade order (even though it risks missing out on another back-order window) to wait and see the right options for me, since this is no small investment. Definitely lots of sudden decision making to be made.

I am told by support that because I used the discount code for the Core, I have to cancel the Core order also. Fair enough, that makes total sense to me, so I cancel both orders. I am again told the order cancellation has been requested, but not confirmed, until I receive such an email.

Oct. 20th – The email confirmation that my Blade order was successfully canceled arrives. (but I failed to notice there was not one about my core).

Oct. 24th – 4 emails came in at the exact same time together (3:39AM) in one batch with identical time stamps.

  1. Shipping confirmation of Core stating it has just gone out.
  2. Email stating they were unable to successfully cancel my core order (duh?).
  3. Email stating they have put in a request to issue a return order for my core as a courtesy due to my existing cancellation request. (Wow thanks!)
  4. Email confirming the cancellation request and accepting my return order, with return instructions and a mailing address. (With the implied instructions that I need to pay the cost of shipping myself to return it to the listed address in Hong Kong, to get the refund.)

Then, at 9:30 am that same morning my core arrives at my office suddenly!

Yeah. That happened.

I run the numbers on FedEx and UPS to estimate shipping costs to return the core for my refund. Retail costs for a one-off shipment of this size and weight come back at $300 and $250 respectively. Totally impractical to do in order to get a refund on a $400 order! Both return-related emails come from “do not email this address” accounts so following up on this hurdle is now difficult for me.

Well, I guess I’ll just sit on this Core for now… I may still end up with a blade, and in THEORY it’s supposed to work with any USB C laptop, including that plan B mac.

Oct. 27th – After reading initial reviews on the Pro, it seems it really isn’t the laptop for me. Additionally I am not satisfied with the details on the new MacBook Pro so I went ahead and placed a fresh order for the New Blade, in the HD 1TB model. Since I’m stuck with this Core that I can’t really return easily, I figured why not. I placed the order, and as expected, I was told it is still on back-order, due to ship on October 28th (the next day) as before.

Oct. 29th – Checking to see if my Blade has shipped yet, I now see that the QHD+ model is currently shipping as of the day before, as is expected, but that the HD model that I had ordered now reads “Available for Pre-order. Ships from 11th November, 2016.” It would appear it has slipped 2 weeks… sadly for me this is the day after I leave for Japan for a week so it leaves me without the laptop for my travels. 🙁

Nov. 2nd – On a whim, I’m not sure why, I felt the urge to check the pre-order status of the laptop again. It now reads the following: “Available for Pre-order. Ships from 28th November, 2016.” Well, guess we had ourselves yet another stealth slip it would seem… *sigh*

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Nov. 4th – I woke up to the following email:

Hi.

Thank you for your order of Razer Blade with FHD – 1TB.

Order number: ****************

We regret to inform you that due to unexpected shipment delays, we can ship the product only from November 28, 2016

Our bad. We are sorry.

We do have ready stock of the upgraded Razer Blade QHD 512GB or Razer Blade QHD 1TB, and would like to give you priority to purchase it. In addition, we will offer you a Free Gift of a Razer Blade Armor Caseif you wish to take up the offer.

To take up the offer to upgrade,

  1.       Please make the purchase within the next 5 business days

http://www.razerzone.com/store/razer-blade

  • Provide us the new order number so we may cancel the old order.
  • Once your new Razer Blade QHD 512GB or Razer Blade QHD 1TBhas shipped, you will receive an email with your tracking information.
  1.       Instructions to redeem Free Gift of a Razer Blade Armor Casewill follow 7 days after your order ships.

Should you choose to continue to wait for your Razer Blade with FHD – 1TB, we will go ahead to keep you in our waiting list.

Once again, our sincere apologies. We value your business and appreciate your patience and understanding.

Sincerely,

Team RazerStore

Well, at least you guys emailed me this time I guess… Though 2 days late. I then went to the store to look up the listing for shits and giggles. The order page for the 1TB HD Blade no longer has a “preorder/shipping 28th” status. The purchase button has now been replaced with a “notify me” button, and the release date has been replaced with “Register your interest”.

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Oooookaaaaay. Let’s just say at this point I have zero fucking confidence that this thing is actually shipping Nov 28th.

After sharing this story around with some friends, I learn from one of them they had a very similar experience and ended up buying theirs on Amazon.com. Wait what?! I look and lo and behold Amazon has them currently in stock!! I just ordered it there, right now, with overnight shipping for an additional $9, and requested to cancel the previous order via the Razer store once and for all.

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JEEZE!!!

Any one of these things, or even two, is likely a minor annoyance, but the combined force of this ridiculousness is beyond ludicrous. C’mon Razer 🙁 Just ditch Digital River as your store vendor already and do this in house. I know you could do so better at this if you  just put a vested ownership into the experience!

EDIT- 11/6/16:  Just got the shipping confirmation from Amazon.com! The laptop HAS shipped. a Razer Blade DOES physically exist with my name on it and is en-route! It was set for next day delivery, and due to ship out Monday, so there is even a chance it may arrive tomorrow!

EDIT 2 – 11/7/16: So everything wasn’t *quite* as sunshine and rainbows as the last update seemed. For the next stage in the saga, check out part two of this adventure!