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Official EK statement - Nickel Plating Issues - Page 15

post #141 of 691
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Few emphasis:

We are not claiming users are doing all wrong. We are claiming that EK and users were not paying attention because of lack of knowledge. And EK took initiative and will RMA products.

There was no flaking or pealing found whatsoever there is only nickel corrosion.

EK is taking action outside warranty terms, because service to users is important. This is the reason why RMA is valid only until 31.7 and it has nothing to do with EK Warranty in general, which is of course 2 years on each product.

Regarding RRR tech story, please see process of EK QC below:
In production we have random checks for all important dimensions and qualities of the product. After it gets into assembling line every product goes through numbers of QC points before it gets QC sticker and is packed in the box.
1. Surface visual check
2. G1/4 Threads check
3. Few random mounting thread check
4. Leaking check (2 bar pressure test)
5. Visual inspection and cleaning
6. Product packed in PP bag
7. Product packed in box with QC numbers.
Since the beginning of my watercooling time such cases, as shown on that forum we had exactly 0.
And If ever there was such case and we would be notified we would immediately ask customer to ship the product back to reseller and that he will get the replacement. Because that is how EK policy is.

Blue Destroyer:
You are insinuating that blocks were not cleaned properly and that process is below standard. Please come up with facts. We gave products to independent institution to examine and tell us if we are doing something wrong. They did not find any flaking nor pealing.

One more general observation. Does EK have the big picture of the problem? And the answer is, no EK is also surprised with some results and also lacking information because we did not test everything. However EK is continuing testing to get all the answers. We will issue new findings as they come.
post #142 of 691
I think most people realize that the extent of the PRODUCT issue is the nickel plated block(s). The other issue, however, is the gross lack of customer support and reprehensible "blame the customer" mentality. That is the reason I am choosing to no longer purchase their products.

Shipping back three relatively heavy hunks of copper/nickel will likely not be chump change. In addition, my specific blocks are not available in copper only. I am not interested in receiving my original block stripped, nor having to wait an indeterminate amount of time to get a new copper only.
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post #143 of 691
Quote:
Originally Posted by Eddy_EK View Post
Few emphasis:EK is taking action outside warranty terms, because service to users is important. This is the reason why RMA is valid only until 31.7 and it has nothing to do with EK Warranty in general, which is of course 2 years on each product.
So EK would not normally honor RMAs for manufacturer defects as stated in your warranty policy?
 
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post #144 of 691
Eddy, the way you run a business is terrible, beyond sub-par even.

If you want your current and future customers to continue to buy your products you should

1. Admit that there was something on YOUR end that was casuing these issues, whether it be bad plating steps or something else.

2. Don't make a RMA period for only a couple months, some users won't even begin to have flaking/deterioration of their nickel plating until later on.

3. Don't charge people to ship items back to you, only for you to give them another terribly plated nickel item or to have you guys strip the nickel off their block.

I don't know what has been going on with you company, seeing as how this has only started recently. I see no other company that has this problem such as Heatkiller, XSPC, Aquagrafx, etc.

You do not blame the consumer, especially when this is happening with more than just one or two people.
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post #145 of 691
Quote:
Originally Posted by Angrybutcher View Post
So EK would not normally honor RMAs for manufacturer defects as stated in your warranty policy?
Eddy won't admit to the fact that it is a manufacturing defect, otherwise it would ruin his reputation and his company's reputation.

That's how they get around that clause in their warranty.
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post #146 of 691
Quote:
Originally Posted by Eddy_EK View Post
Few emphasis:

We are not claiming users are doing all wrong. We are claiming that EK and users were not paying attention because of lack of knowledge. And EK took initiative and will RMA products.

There was no flaking or pealing found whatsoever there is only nickel corrosion.

EK is taking action outside warranty terms, because service to users is important. This is the reason why RMA is valid only until 31.7 and it has nothing to do with EK Warranty in general, which is of course 2 years on each product.

Regarding RRR tech story, please see process of EK QC below:
In production we have random checks for all important dimensions and qualities of the product. After it gets into assembling line every product goes through numbers of QC points before it gets QC sticker and is packed in the box.
1. Surface visual check
2. G1/4 Threads check
3. Few random mounting thread check
4. Leaking check (2 bar pressure test)
5. Visual inspection and cleaning
6. Product packed in PP bag
7. Product packed in box with QC numbers.
Since the beginning of my watercooling time such cases, as shown on that forum we had exactly 0.
And If ever there was such case and we would be notified we would immediately ask customer to ship the product back to reseller and that he will get the replacement. Because that is how EK policy is.

Blue Destroyer:
You are insinuating that blocks were not cleaned properly and that process is below standard. Please come up with facts. We gave products to independent institution to examine and tell us if we are doing something wrong. They did not find any flaking nor pealing.

One more general observation. Does EK have the big picture of the problem? And the answer is, no EK is also surprised with some results and also lacking information because we did not test everything. However EK is continuing testing to get all the answers. We will issue new findings as they come.
Please point out the part in your independent review where the author describes his analysis of a fresh water block that hasnt yet been run under distilled water. Please?
post #147 of 691
Quote:
Originally Posted by Eddy_EK View Post
Few emphasis:

We are not claiming users are doing all wrong. We are claiming that EK and users were not paying attention because of lack of knowledge. And EK took initiative and will RMA products.

There was no flaking or pealing found whatsoever there is only nickel corrosion.

EK is taking action outside warranty terms, because service to users is important. This is the reason why RMA is valid only until 31.7 and it has nothing to do with EK Warranty in general, which is of course 2 years on each product.

Regarding RRR tech story, please see process of EK QC below:
In production we have random checks for all important dimensions and qualities of the product. After it gets into assembling line every product goes through numbers of QC points before it gets QC sticker and is packed in the box.
1. Surface visual check
2. G1/4 Threads check
3. Few random mounting thread check
4. Leaking check (2 bar pressure test)
5. Visual inspection and cleaning
6. Product packed in PP bag
7. Product packed in box with QC numbers.
Since the beginning of my watercooling time such cases, as shown on that forum we had exactly 0.
And If ever there was such case and we would be notified we would immediately ask customer to ship the product back to reseller and that he will get the replacement. Because that is how EK policy is.

Blue Destroyer:
You are insinuating that blocks were not cleaned properly and that process is below standard. Please come up with facts. We gave products to independent institution to examine and tell us if we are doing something wrong. They did not find any flaking nor pealing.

One more general observation. Does EK have the big picture of the problem? And the answer is, no EK is also surprised with some results and also lacking information because we did not test everything. However EK is continuing testing to get all the answers. We will issue new findings as they come.
Just to add to this...if you look at the tests over on RRTech, specifically here http://www.realredraider.com/vbullet...80&postcount=6 rubidium points out that the dissolved metal in electrolyte was copper alone which means no flaking and dissolving of nickel occurred. It appears that the problem is just incomplete/inadequate plating on some blocks, how many is the big question but I would not say very many.

Do I think this is a manufacturing defect and should be covered 100% no questions asked? Absolutely. Do I think that it is widespread? Not really. Just my opinions on the matter
Edited by dejanh - 6/6/11 at 2:00pm
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post #148 of 691
Quote:
Originally Posted by Eddy_EK View Post
One more general observation. Does EK have the big picture of the problem? And the answer is, no EK is also surprised with some results and also lacking information because we did not test everything. However EK is continuing testing to get all the answers. We will issue new findings as they come.
You should have said this to begin with; I really hope all bases are covered in the end so it can be put to rest one way or another. Until then I do honestly and seriously advise EK either refine the current plating process, or come up with a new one, because these are not isolated incidents.
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post #149 of 691
Wow, people in this thread are soooooooo butthurt.
EK scewed up, and as far as i can see they are doin the best they can to fix this stuff. They didn't know, and they're just finding out about the problems.
For all I can understand EK is doing its fullest to help customers. I hope all of you understand that some things just CANT be done, because it would really cost a lot.
    
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post #150 of 691
Quote:
Originally Posted by phaseshift View Post
its not all EK products guys, its just their nickel plated products that have this problem. If you guys want to boycott all EK products by all means, but lets understand that the current problem lies with their Nickel Plated products
I fully understand the point you are trying to make, but why exactly are you trying to make it? I agree that the only products under scrutiny are the nickel plated blocks. I also think EK has pretty well designed blocks. However, I don't agree with the business practices and customer service that EK is showing.

I for one actually have some self-respect and will not buy from a company who treats their customers like this on principle. There are other companies out there that I would much rather buy from. It will be AquaComputer and Heatkiller for me from here on out. If I want a full cover block then I will consider BP.

EK, I know some people will still buy your products, but it just doesn't sit right with me to support a company that obviously doesn't give a **** about their customers.
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