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my xspc rx 360 leaks *updated and resolved* - Page 2

post #11 of 52
Quote:
Originally Posted by AliceInChains;13918830 
I will keep that in mind. That is extremely generous of you to offer that. Im hoping xspc will send me my replacement without making me wait for testing and what not.

If i dont get this resolved I will pm you about your offer.

Ok, I'm here when you need me. wink.gif
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post #12 of 52
Thread Starter 
This was my reply to dazhongs latest email. Hopefully I wasnt rude. I am trying to remain as professional about this as I can. I know they did not intentionally send me a faulty radiator. But at the same time I dont feel like I should have to wait for a replacement.

Anyway here was my response to his email:

Dazhong,

I have to wait for you guys to test it before I get my replacement? I dont mind sending it, but this is clealy XSPC fault and not mine. You cant see the big hole in the picture? This is costing me alot of downtime on my folding machine. Also you are telling me I have to pay to ship it back, is this correct?

If this is the case, I may end up just buying another radiator from a different company. This is unacceptable. I have owned several XSPC products. I have purchase a rasa 750 kit, a rx 120 radiator, a rx 240 radiator, 2 rx 360 radiators. None of which had had problems until this one. I must say, if I have to wait for the leaking radiator to arrive in TX, then for you to test it, then for you to make a decision, then wait for the replacement to ship back, I will be looking at 2-3 weeks downtime.

John from Jab-Tech has seen the pictures and he was ready to send me a replacement. Again, I do not mind sending the radiator to you, I just do not want to wait for my replacement. Nor should I have to.

I have sent a copy of this email to Jab-Tech support. I am also keeping record of all emails between me, Jab-Tech, and XSPC. I am also be posting all emails received in a public forum called overclock.net. Here is the link:

http://www.overclock.net/water-cooli...l#post13918830



If this will help speed up the process of getting my replacement, I am going to hook the the radiator back up to my res and pump and take a picture of the water leaking out of it and send it to you. I really dont feel I should have to wait for a replacement for a radiator that leaks because of a manufactuer defect.

My next email will have more pictures attatched to it of the radiator actually leaking. I will include my name and email adress in the picture.
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post #13 of 52
Thread Starter 
Jab-tech has handled this as best they can. I think it is out of there control whether or not I have to send my leaking radiator back before I get a replacement. John from Jab-Tech Support offered to pay the cost of shipping the leaking radiator back.

My next step is to send Dazhong some pictures of the radiator hooked up to a pump this way I can "prove" its leaking.

I have a feeling they are still going to want to test it before sending a replacement. If this is the case I will end up buying a swiftech or other brand from Jab-Tech. Right now the downtime is hurting me more then the money it will cost to buy a new radiator.

Im posting all of this here because I want others to see my rma experience with XSPC. If they handle this correctly it will reflect that in this thread. If they handle it poorly it will also reflect that in this thread.

I just want others to be aware of how there rma process works before buying a water cooling product they make. I have always liked XSPC radiators and water blocks. I just hope they do right by me in this case.
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post #14 of 52
Quote:
Originally Posted by AliceInChains View Post
Jab-tech has handled this as best they can. I think it is out of there control whether or not I have to send my leaking radiator back before I get a replacement. John from Jab-Tech Support offered to pay the cost of shipping the leaking radiator back.

My next step is to send Dazhong some pictures of the radiator hooked up to a pump this way I can "prove" its leaking.

I have a feeling they are still going to want to test it before sending a replacement. If this is the case I will end up buying a swiftech or other brand from Jab-Tech. Right now the downtime is hurting me more then the money it will cost to buy a new radiator.

Im posting all of this here because I want others to see my rma experience with XSPC. If they handle this correctly it will reflect that in this thread. If they handle it poorly it will also reflect that in this thread.

I just want others to be aware of how there rma process works before buying a water cooling product they make. I have always liked XSPC radiators and water blocks. I just hope they do right by me in this case.
I just emailed you.. It will be taken care of Monday one way or another.
post #15 of 52
It's good to here that it is working out for you so far. I'm going to wait to see how your situation turns out before I order the XSPC RX360 from Jab-Tech.
    
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post #16 of 52
Thread Starter 
Here is my latest email from John @ jabtech support

Andrew.

XSPC used to have top notch support.. We'll have this sorted before Monday and I will ensure a replacement is on its way to you.. I requested XSPC send you a prepaid call tag for the radiator, if they won't do that then send it back to them anyway and I will refund you the shipping $$ and I will take it up directly with XSPC. Don't spend your weekend stressing over a leaking radiator that isn't your fault, I will take care of this one way or another.

John
JAB Computers
www.jab-tech.com



Unfortunately this is the way it is with alot of MFG's. The retailers normally have great support, like jab-tech for example. Jab-Tech has awesome support. But if you try to go through the MFG for a rma you usually run into problems.

I just hope Jab-Tech doesnt have to eat the cost of this radiator. I know its not my fault it leaks, but at the same time it's not there fault either.
Edited by AliceInChains - 6/18/11 at 12:34pm
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post #17 of 52
are jabtech part of amazon as thats the only company Iv'e had, that has this type of customer service
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post #18 of 52
Quote:
Originally Posted by jab-tech View Post
I just emailed you.. It will be taken care of Monday one way or another.
Yay! For Jab-Tech and good Customer Service!

I bought most of my stuff from Jab-Tech! With this kind of CS, I will continue to use them.
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post #19 of 52
Nice to see jabtech step up and help you out. I've purchased from them before and always was happy with their support.
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post #20 of 52
Thread Starter 
Quote:
Originally Posted by jab-tech View Post
I just emailed you.. It will be taken care of Monday one way or another.
It is much appreciated. I know you are handling this the best you can. Thank you for the quick replies and for understanding the situation I am in.

Even if XSPC gives me the dirt end of the stick, I will still bring my business to jab-tech. Its not your fault the radiator leaks.

Im uploading pictures of the leak right now. I will be sending them to Dazhong. This time there is water flowing through the radiator and it can clearly be seen leaking out of the small hole in my previous pictures.

I look foward to hearing from you on Monday.



In the meantime I will be planning out my next loop. Anyone have any suggestions ?? Im thinking of moving the pump and res into the dvd bays and going with black tubing instead of the clear.

clear tubing just clouds up to fast. Anyway, what do you guys think would look best? Black tubing or white tubing?
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