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jekyllbones

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Hidevolution.com

5/5

Timely and Professional Customer Service

Our experience with Ted at HIDevolution Customer Service has been stellar!
Problem: We bought a Razer Blade 15 inch laptop from HIDevolution. Unfortunately, there was a defective port, and Razer asked us to return the laptop to them for replacement. 10 days after sending it we hadn't received a replacement so contacted Razer and were told that they didn't have any replacements in stock, and we were offered a store credit or to wait until the stock was replenished, with no indication of when that would be. We notified Razer that we wanted a refund and asked that the laptop be returned because we had purchased it from HIDevolution, and naturally they would require that the laptop be returned to them in order to process a refund. Shortcut to the punchline: 25 days after we sent the laptop to Razer, they said it had been shipped to an engineering team that was out of the country and they “can't guarantee if it can still be retrieved.”
Solution: We also had notified Ted with HIDevolution of the issues with Razer. Ted's interactions with us over these weeks was always authentic, courteous, professional, timely, and solution-focused--a real bright spot in this unfortunate situation. He even offered that Razer issue to the store credit directly to HIDevolution, and HIDevolution would issue our refund in order to lessen the time and impact to us. Wow!!!
I think we are near resolution with Razer, and Ted with HIDevolution continues to monitor the situation. He has earned our confidence and appreciation, and we definitely plan to buy our next laptop and future items from HIDevolution. Way to go! This is a perfect example of their focus on their customers' experience.


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