Razer lied about their Thunderbolt 4 laptops

[LeDuc29]

Hello, a few days ago I posted this : I need help with my Razer Blade and Razer's "support" team. : razer (reddit.com)

 

TLDR : I bought a Thunderbolt 4 (TB4) laptop (Blade Stealth late 2020). The laptop was not able to handle 2 external monitors plugged in the same TB4 port while this ability is mandatory in the Thunderbolt 4 specification. I reached out to Razer Support and during months they muddied the waters by giving me nonsense answers (like asking me to use the HDMI ports on my laptop which doesn't have any).

 

AND TODAY, after months of tearing my hair out, they finally admitted this :

 

Quote

 

Hi XX, 

Thank you for the response. This is YY once again from Razer Systems Support. With regards to our previous conversation, I have forwarded your case to our senior specialist for further clarification and information about your device specs.  And yes, we have confirmed from them that your device has already a thunderbolt 4 port on the right side, however,  this can only accommodate one external monitor. This doesn't support two external monitors at the same time. 

With regards to returning the product, I would like to set your expectations properly that we only have 14 days return warranty period. As much as we want to process a refund for you, however, we are unable to do so since it is beyond the return coverage.

You can also check this link for your reference: https://www.razer.com/legal/returns-refunds

We understand your frustration with the device feature and we apologize for this resolution that we have for your case. This is not the experience that we would want you to have from us but we are here to help you through your case as well as follow the processes and policies from our end.

We appreciate your patience and understanding. In any event that you will need further our assistance, please don't hesitate to reply to this email. 

 

 

Here are the official specifications for Thunderbolt 4 :

 

 

What should I do now ?

They admitted their lie but they won't refund me. Who should I contact ?

 

I've never been in that sort of situation where a company didn't respect their engagement and don't want to make amends for it.

 

Thanks for reading me.

[Kilrah]

Did you point them to that spec yet?

Tell them you want a refund becasue the reason the delay is passed is not your fault but that their CS is dog slow, and that you're going to contact your local consumers' assotiation (hopefully there's one) to report them for false avertising. 

[Naijin]

12 minutes ago, LeDuc29 said:

Hello, a few days ago I posted this : I need help with my Razer Blade and Razer's "support" team. : razer (reddit.com)

 

TLDR : I bought a Thunderbolt 4 (TB4) laptop (Blade Stealth late 2020). The laptop was not able to handle 2 external monitors plugged in the same TB4 port while this ability is mandatory in the Thunderbolt 4 specification. I reached out to Razer Support and during months they muddied the waters by giving me nonsense answers (like asking me to use the HDMI ports on my laptop which doesn't have any).

 

AND TODAY, after months of tearing my hair out, they finally admitted this :

 

 

Here are the official specifications for Thunderbolt 4 :

 

 

What should I do now ?

They admitted their lie but they won't refund me. Who should I contact ?

 

I've never been in that sort of situation where a company didn't respect their engagement and don't want to make amends for it.

 

Thanks for reading me.

Do they have a complete product sheet/datasheet for your laptop model? If they don't mention that it only supports 1 display, it's not compliant with the specs you demanded. In Belgium and Netherlands (maybe the entire EU too) we have a law that allows any consumer to return it if it's not compliant, meaning if the spec sheet doesn't cover it, they have to refund.

[Vishera]

19 minutes ago, Kilrah said:

Did you point them to that spec yet?

Tell them you want a refund becasue the reason the delay is passed is not your fault but that their CS is dog slow,

It's possible that they did it on purpose.

If OP requested to return the device within the 14 day period,then OP is eligible for a return.

[LeDuc29]

Thanks for your answers.

 

@Kilrah and @Vishera I didn't request a return within the 14 day period as I tried very hard to make it work so I bought a lot of different cables and adapters during the first month. It didn't even occur to me at first that the problem could come from the laptop.

 

@Naijin I didn't find such a sheet but the support team told me the TB4 port supported only 1 screen and on the official Razer forum another member of their staff told me it was supposed to handle 2 screens. So the keep contradicting themselves.