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RANT: AVOID: EK, shoddy business practices and bad after sales.

post #1 of 133
Thread Starter 
Enough is enough.
EK has pissed me off enough already.
I remember when I just joined OCN and I noticed about WC and how people were raving on about EK.
They were brilliant, had good looking blocks and were successful in the rather small market of PC WC gear.

All that's changed now that they have a large customer base. They started trying to cut costs just to get more $.
This led to the nickel plating flaking incident which still continues to this day after they decided to move to the "superior" EN plating process.
They blamed the end users for not using "approved" coolants and additives. They just recently shot themselves in the foot and said that
in the end the water was all to blame for the flaking problems. GET YOUR HEAD OUTTA YOUR ARSE EK, its YOUR fault PERIOD.

Back to my story
intro thread: http://www.overclock.net/t/1254358/rant-pending-resolution-ek-denying-rma-due-to-the-fact-friend-bought-the-waterblock-for-me-details-inside/0_30

but to summarize:
-I first contacted EK about my flaking GTX 470 Nickel+Plexi block.
-They told me that they wouldn't grant me warranty as it was my friend's name on the invoice I sent. This was because I wasn't able to buy the block here in Hong Kong so I asked my friend to buy me one from the US and bring it over when she came. In the same email I also mentioned that I could talk to Eddy (CEO of EKWB) if it was required so we could hopefully have a quick and painless RMA.
-Greg (the EK CS who replied to my emails and support tickets) tells me to just contact Eddy myself. I believe that this was a mis-communication on both sides as english isn't his first language.
-Greg then "thanks" me *sarcasm for starting a thread where he was indirectly quoted from my emails (but I didn't mention his name; just EK support) and then proceeded to tell me to tell my friend who btw is a busy lady and is not that techie with computers to arrange a simple RMA for me instead.
-After consulting with OCN, in particular Kcuestag and Ceaderman I apologized to Greg and EK as a whole for over reacting and hoping that we could go along with the RMA.
-Greg still wants me to get my friend to do the RMA for me.
-I finally manage to walk her through the steps of what I wanted communicated across from her to Greg via email of which I was CC'ed.
-Just now (17/05 18:46 GMT+8) Greg responded via the RMA ticket system stating the he never received an email from her after I told EK that she sent them an email while repeating the same drivel that he would only deal with my friend.
-Now i'm pissed, as I asked for him to check whether he recieved an email and he says
Quote:
as being very clear and instructive about the prerequisite of RMA procedure and not getting proper response from 1st, original buyer (owner); you may personally, as a buyer of 2nd handed product try and arrange it with the place of purchase.
We will not handle demands like this.
-With that I replied
Quote:
What demands are you talking about? I finally got her to email you guys and you do not respond.

You guys are bloody jokes. Thats the end of Mr.Nice Guy. I'm placing all of this all over the web. You CLEARLY DO NOT know how to handle customers.

You've lost me as a loyal customer, my friends and anyone who I will recommend from now on to avoid buying from EK.
As far as I'm concerned, this is why choice is good. EK can go die off and go bankrupt as far as I'm concerned and I won't give a single damn.

Good riddance to you.

-I have just now (17/05 19:45 GMT+8) forwarded the email that was sent before after he told me that they never got the request from me.


This is too much for me. EK is plainly to put it a crap company now. I will take my business to XSPC which has been very thus far when I had any questions or needed help with their products. HeatKiller, AquagraFX and Koolance all look really nice with NONE of the issues that EK ever has.

I've dealt with EK support once and they were plainly to put excellent the first time for customer service. That clearly isn't the case anymore. I had faith in them before. Not anymore.

I henceforth STRONGLY do NOT recommend EK to anyone looking for new products. They deserve to loose their marketshare and business till they know how to treat their customers correctly and come clean with el cheapo manufacturing of Nickel Plated blocks.
I however do STRONGLY recommend that OCN users continue to support each other with any 2nd hand EK products as you'll be supporting each other.

I fear that there is nothing more that I could do in this situation other than to warn others off buying from EK. I know that there will be bound to be people that will still buy EK, but if you fall into any of the same situation that I did....you've been warned.
post #2 of 133
To be fair to EK, their Terms of Use clearly state that they only provide a warranty to the first buyer of their products. These terms were accepted when the product was purchased. You aren't the first buyer so they are well within their rights to refuse an RMA from you - they have offered to accept an RMA from the first buyer.

So really, all you can justifiably complain about is that they didn't go above and beyond their agreed service requirements to you. Certainly you are more than entitled to buy from another company but I doubt the service you get will be very different.

That said, personally I wouldn't buy any EK Nickel Plated waterblocks because of the historic (and seemingly ongoing) issues that there have been with them.
post #3 of 133
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AFS-01R
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post #4 of 133
Thread Starter 
Quote:
Originally Posted by ELPCU View Post

http://www.ekwaterblocks.com/shop/EK-IMAGES/EK_STAINING_TEST.pdf
Go here.
Is that problem you have?

I've already looked at that
my flaking is near the center of the block (not in the water channels) and near the outlet.
post #5 of 133
Quote:
Originally Posted by Karnor00 View Post

To be fair to EK, their Terms of Use clearly state that they only provide a warranty to the first buyer of their products. These terms were accepted when the product was purchased. You aren't the first buyer so they are well within their rights to refuse an RMA from you - they have offered to accept an RMA from the first buyer.
So really, all you can justifiably complain about is that they didn't go above and beyond their agreed service requirements to you. Certainly you are more than entitled to buy from another company but I doubt the service you get will be very different.
That said, personally I wouldn't buy any EK Nickel Plated waterblocks because of the historic (and seemingly ongoing) issues that there have been with them.

Not quite. He can justifiably complain that his friend finally got an email over to them directly and they are claiming she didn't send it (even though he also sent them a copy of it proving she sent the email).

What I think is going on is that EK is getting overwhelmed with the backlash to the Nickel plating issue and are starting to lash out at their customers.

I can make this really simple for EK.

1. Completely OWN the issue, no questions asked. Don't blame the customers, the process, the water etc... OWN IT. PERIOD.

2. RMA ANY Nickel block that a customer asks to replace. No questions asked. They KNOW there is an issue; don't punk your customers.

3. Completely SCRAP Nickel blocks from your line-up OR switch to a proven process that the other block manufacturers are using that is high quality and does not flake.

It's really that simple. They are acting like a company in the throws of a downward spiral. They could still pull it out of the tail-spin, but the latest flake-report release shows that they are willing to fly the plane directly into the ground.
Edited by evensen007 - 5/17/12 at 6:44am
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post #6 of 133
I somewhat agree that EK should own the issue on this one and be held liable for shoddy engineering. However, I dont use their nickel plated blocks aside from my NB which they dont make in anything aside from nickel plated...
post #7 of 133
I don't mean to thread jack, but are their reservoirs any good? I already have one ordered, and since this is my first time WC, I don't want any issues.
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post #8 of 133
Quote:
Originally Posted by MaDeuce50 View Post

I don't mean to thread jack, but are their reservoirs any good? I already have one ordered, and since this is my first time WC, I don't want any issues.

 

Their res's are fine since they aren't nickel plated :P

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post #9 of 133
Quote:
Originally Posted by evensen007 View Post

I can make this really simple for EK.
1. Completely OWN the issue, no questions asked. Don't blame the customers, the process, the water etc... OWN IT. PERIOD.
2. RMA ANY Nickel block that a customer asks to replace. No questions asked. They KNOW there is an issue; don't punk your customers.
3. Completely SCRAP Nickel blocks from your line-up OR switch to a proven process that the other block manufacturers are using that is high quality and does not flake.
It's really that simple. They are acting like a company in the throws of a downward spiral. They could still pull it out of the tail-spin, but the latest flake-report release shows that they are willing to fly the plane directly into the ground.

I agree with this completely smile.gif
post #10 of 133
OP I know you mentioned trying Aquacomputer and I would like to completely support that decision. I have contacted Aquacomputer's support on a few different occasions and they have been very prompt and professional in their replies and have always done the right thing in my eyes. So +1 for Aquacomputer!
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