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Kuhler Chronicles (Antec 920 Leak - Update 15 - 10/1/12) it's still not over.

post #1 of 346
Thread Starter 
Good Day all!

So there's this nifty little LCS that I purchased to use when I built my new rig in the beginning of the year (right around beginning of feb '12) called the Antec Khuler 920. It's been a great cooler so far, lasted through Chimpin like a champ (2500k @ 4.1/stock volts didn't get past 65c on silent/custom fan mapping) until last Friday (June 9 2012) when I wasn't at home. Well, I got home a few hours after my wife let me know the computer wasn't working right, expecting it to be the PSU that went out (no boot/fans/nothing happens) so I was disassembling the system to add the stand-offs that I missed during initial construction and giving everything a good dusting and cable management in hopes that it was just a lose connection somewhere.

Well, long story short, I got the MB and GPU out and saw this:

450

Then looked at one of the tubes on the base of the 920, it was wet. I about lost it (my computer is my 4th child) and went out to smoke a few cigarettes before I did something stupid.

450

Fast-forward a few days later, I've gotten some great advice from the community (thanks guys!) and I'm getting this started.

This is my original complaint with Antec (I hope I wasn't too harsh):
Quote:
My Antec Khuler 920 has severely malfunctioned and in by doing so fried many off my computer components. I suspect that parts affected is most likely(but not limited to) CPU, Motherboard, RAM, GPU, power supply, Khuler 920, and possibly multiple hard drives (have not been able to test them yet).

I am very frustrated that this happened. My radiator has a large volume of air, and the motherboard will not boot. I tested the system with another(working) PSU to no avail. I then started to take the computer apart, and I was surprised to see residue on the back side of my motherboard, and the PCB of my GPU as well. I do not think that my PSU is damaged, but I won't know until it can be put under appropriate load to test stability, and I can't take it apart to see if this residue is on the PCB.

After I saw this residue I took a closer look at the cooler, because I originally did not suspect that it was the cause of my dead computer. When I gave it a closer look, I saw moisture on the tube going into the pump/heat sink combo. At this point I shook the radiator gently to find if it was still air tight. It was not.

I was very upset about this. I bought the product because I had not seen any instances of it leaking online during my research, and I was confident in your brand image and the quality and performance it would provide. I was very happy with the performance while it lasted, it kept my processor cool, which is why this was such a shock. My case is also an Antec product, and I would like to purchase and recommend your products in the future. I am worried because your warranty terms are very vague and now I'm out of my relatively expensive come-home-and-release-stress gaming machine.

I expected the machine to function correctly for the next 3-4 years, but now it is not due to this leak, and I cannot RMA my malfunctioning parts with the manufactures' due to this. Please help me resolve this as quickly and amicably as possible. If you need any information, please let me know, and thank you for your time. If there's anything I can do to speed up the process, let me know. I have pictures that I could send along given the appropriate contact. I am attached to this rig, I saved for years to treat myself to one of these awesome machines. Please call me as soon as you receive this message.

Now I'm waiting for a reply smile.gif. I've heard good things about Antecs customer support. I really don't want to send my parts into to antec(because then I don't even have the option to RMA with the manufactuers) so I'm hoping this process shall be as painless as possible.

Wish me luck! (and lemme know if you know any active Antec reps)

I'll post a imgur gallery of everything for you guys(and antec) once I get settled in later today. Man I hope this goes quickly, I hate this Athlon system I've got to use in the meantime (so slow!).

Previous Thread 1
Previous Thread 2

Imgur Gallery
Edited by Nocturin - 10/2/12 at 12:20am
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post #2 of 346
Antec, Nocturin is a solid OCN member and a good guy I've gamed with. Here's your chance to show OCN how good your customer support is. thumb.gif
 
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post #3 of 346
Thread Starter 
smil3dbd4e4c2e742.gif
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post #4 of 346
Thought one of the advantages of closed loops was them not blowing up. Oh well, best of luck with Antec customer service!
post #5 of 346
Thread Starter 
Quote:
Originally Posted by succesfulvoid View Post

Thought one of the advantages of closed loops was them not blowing up. Oh well, best of luck with Antec customer service!

As did I. If my custom loop did this, well, I'd really be up crap creek.

No response yet, but don't open the voice lines till 1pm EST, so I'm going to assume that it's the same for email response. I'm hoping someone calls me instead of replying to the email. I'm old skool, I like to talk to people about my problems biggrin.gif.

I talked to an individual yesterday who voiced concern at the issue that I brought up, I was just sad they are completely dependent on their online ticket system.
AMD Transplant
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965BE GA-78LMT-S2P MSI TFIII 7950 Corsair Vengence 
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Seasonic X660 Antec Three Hundred Saitek Rat 7 
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Hard DriveMonitorKeyboardPower
Seagate Barracuda 500Gb Samsung FX2490 MS Keyboard 3000 300w generic 
Mouse
MS Intellipoint 3000 
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2500k GigaByte Z68M-D2H-B3 MSI 560 Ti TFIII Corsair Vengance 
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Samsung 830 Antec Khuler 920 Win7 HP Samsung FX2490 
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Samsung 830 Noctua NH-D14 Win7 Pro FX2490HD 
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post #6 of 346
Honestly, the chances of a closed loop leaking are higher than a real loop. There's too many instances of closed loops leaking...

On a side note, this is one reason I prefer high end air coolers over CLC. For me, it's high end air cooler, then loop if i wanna push further.
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post #7 of 346
Thread Starter 
Quote:
Originally Posted by dmasteR View Post

Honestly, the chances of a closed loop leaking are higher than a real loop. There's too many instances of closed loops leaking...
On a side note, this is one reason I prefer high end air coolers over CLC. For me, it's high end air cooler, then loop if i wanna push further.

Well, ya. Better bet that If im setting up my own loop that stuff isn't going anywhere biggrin.gif. I originally wanted to go with one of the cheaper RASA kits, but the wife pulled back the budget at the last moment, so I went with my second choice


I'm worried about monetary compensation (if antec decides to compensate me) because I got my mobo w/ one of the Micro Center deals, and I don't know if I'd be able to get the same quality mobo redface.gif
Edited by Nocturin - 6/12/12 at 4:55pm
AMD Transplant
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To be a NAS
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Death Kühler
(14 items)
 
CPUMotherboardGraphicsRAM
965BE GA-78LMT-S2P MSI TFIII 7950 Corsair Vengence 
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AMD Transplant
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To be a NAS
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Death Kühler
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MS Intellipoint 3000 
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post #8 of 346
Thread Starter 
Update 1:

So I received the standard e-mail response:
Quote:
Please be advised that a comment has been added to your trouble ticket:
Trouble Ticket ID: ******
Description: Product Leaked/Burst
Comment By: J***
Comment: Hello J***,

Thank you for contacting Antec. With regard to your issue, we will need to issue you a special RMA number to indicate to our receiving facility that there are products within the package that are for testing purposes. This will help to ensure your package is given to the right department for testing. Please make sure you write this RMA number on three sides of the box in large legible letters. If you do not, this could slow down the turn-around time for testing.

Name:

RMA#:

By sending in your products, you agree to the following terms:

1. Antec will test the product and determine liability using our established standard testing procedures.
2. If Antec finds we are liable, we can assist in one of two ways:
a. We can help RMA the product to the manufacture for a replacement if your product is still within warranty.
b. We will reimburse you for the current market value of the hardware.
3. If Antec finds we are NOT liable, the customer will agree to the following:
a. The customer will not dispute the determination of liability made at the end of testing.
b. The customer must provide a shipping label within 30 days of this determination if he/she wishes to have the hardware returned.
c. In the event that the customer is not heard from within the 30-day window, the received hardware will automatically be recycled.
4. Antec will not reimburse shipping for products sent in for testing. The customer understands that they will be responsible for the shipping of their products to us. We do not take responsibility for lost, damaged, or stolen property during shipping.
For more information on our RMA policy, please check the link below:
http://www.antec.com/index.php?page=support_rma
Shipping and Packaging:

Please return the items to:
Antec Inc.
47900 Fremont Blvd.
Fremont, CA 94538

Please make sure to properly package your items. Products that appear to be damaged prior to shipping might still be in working condition. By improperly packaging your items, you may increase damage done or even cause damage to your items. If we receive items that are loosely floating around and not properly packaged, we will take this into consideration as part of testing.
Packages with damage or that do not have a valid, unique RMA# clearly marked on the exterior will be returned to sender at the sender's expense. After inspection, the product will be confirmed as received and processing will begin.
It will take approximately two weeks or longer for testing depending on the complexity of the situation. However, we will strive to complete testing as soon as possible.

J***
Antec Support

Well, I have some problems with this response but it was a standard copy-pasta job. No Big deal.

Then starts the issues. I contacted them by phone, for a couple of reasons.
  • Missing RMA Number
  • I'm Responsible for the shipping costs, to the company, for my entire system so they can test it. This is absurd, and I cannot afford the monies for shipping, let along +insurance when shipping a 1200$ system across the country (SC to CA)

So after contacting them, I was told that the rep in the email(from above) would call me back. He did not. I called again in about 2 hours and got transferred to his voice mail, and immediately received another email containing the RMA number with no verbal contact, as I have requested multiple times.

At this point, I immediately call back and get the rep and explain the situation, and ask for clarification about the RMA process (this is my first RMA). We proceeded to ague back and forth about shipping costs, and why I should have to pay for them. I wish I recorded the conversation so I could give an accurate transcript, because it was infuriating. It came down to me asking why I should pay more shipping costs than I paid for the product; which is why I purchased the product in the first place, so I wouldn't have to do this.

Now we've reached the stage before I continue to escalate. I'm going to send pictures of the damage (well, imgur gallery so you guys will be able to see them too) to his email and he's going to speak to his supervisor about covering shipping costs.

I was even willing to just pay for shipping on the Antec unit so they could verify the coolers functionality and then we could determine what to do with the rest of the process, but they "cannot test it without the whole system". This is not considering the attitude and condescension I received from the CSR about "company policies". At one point in the conversation, he said something along the lines "our other customers do this" and I flat out lost it. I normally don't talk down or over CSR reps because I've been one, but if one of our CSR agents, here, said something like this, they would be walked out the door.

I am not looking forward to the rest of this exchange, I thought it would be a much easier process.
AMD Transplant
(11 items)
 
To be a NAS
(13 items)
 
Death Kühler
(14 items)
 
CPUMotherboardGraphicsRAM
965BE GA-78LMT-S2P MSI TFIII 7950 Corsair Vengence 
Hard DriveCoolingOSMonitor
Samsung 830 Noctua NH-D14 Win7 Pro FX2490HD 
PowerCaseMouse
Seasonic X660 Antec Three Hundred Saitek Rat 7 
CPUMotherboardGraphicsRAM
AMD Athlon 64 X2 4200+ Gateway GM5072 AMD HD5550 2.0 Gb 
Hard DriveMonitorKeyboardPower
Seagate Barracuda 500Gb Samsung FX2490 MS Keyboard 3000 300w generic 
Mouse
MS Intellipoint 3000 
CPUMotherboardGraphicsRAM
2500k GigaByte Z68M-D2H-B3 MSI 560 Ti TFIII Corsair Vengance 
Hard DriveCoolingOSMonitor
Samsung 830 Antec Khuler 920 Win7 HP Samsung FX2490 
KeyboardPowerCaseMouse
Microsoft Keyboard 3000 Seasonic X-660 Antec Three Hundred Microsoft Mouse 3000 
Mouse PadAudio
None - Blue Track baby Senn HD428 
  hide details  
Reply
AMD Transplant
(11 items)
 
To be a NAS
(13 items)
 
Death Kühler
(14 items)
 
CPUMotherboardGraphicsRAM
965BE GA-78LMT-S2P MSI TFIII 7950 Corsair Vengence 
Hard DriveCoolingOSMonitor
Samsung 830 Noctua NH-D14 Win7 Pro FX2490HD 
PowerCaseMouse
Seasonic X660 Antec Three Hundred Saitek Rat 7 
CPUMotherboardGraphicsRAM
AMD Athlon 64 X2 4200+ Gateway GM5072 AMD HD5550 2.0 Gb 
Hard DriveMonitorKeyboardPower
Seagate Barracuda 500Gb Samsung FX2490 MS Keyboard 3000 300w generic 
Mouse
MS Intellipoint 3000 
CPUMotherboardGraphicsRAM
2500k GigaByte Z68M-D2H-B3 MSI 560 Ti TFIII Corsair Vengance 
Hard DriveCoolingOSMonitor
Samsung 830 Antec Khuler 920 Win7 HP Samsung FX2490 
KeyboardPowerCaseMouse
Microsoft Keyboard 3000 Seasonic X-660 Antec Three Hundred Microsoft Mouse 3000 
Mouse PadAudio
None - Blue Track baby Senn HD428 
  hide details  
Reply
post #9 of 346
Wow's that absolutely terrible to be honest. Definitely no where near Corsair RMA. not even close. Corsair is much more reasonable when it comes to RMA on leaking CLC products.
^_^
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Intel 2600K ASRock Z68 EXTREME4 GEN3 Gigabyte Windforce 7970 OC Mushkin Enhanced Blackline 8GB (2 x 4GB) 
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Noctua D14 Asus VG248QE Corsair TX 750 V2 Corsair 650D 
MouseMouse PadAudioAudio
G400, MX518, G500, G5, IMO 1.1, IME 3.0, Deatha... fUnC 1030, QCK+, QCK Heavy, PureTrak Talent Whi... X-Fi Titanium HD Sennheiser HD555 
CPUGraphicsRAMHard Drive
Intel i7 2.4GHz Intel HD 4000 8GB 256GB SSD 
Monitor
2880 x 1800 Retina 
  hide details  
Reply
^_^
(13 items)
 
   
CPUMotherboardGraphicsRAM
Intel 2600K ASRock Z68 EXTREME4 GEN3 Gigabyte Windforce 7970 OC Mushkin Enhanced Blackline 8GB (2 x 4GB) 
CoolingMonitorPowerCase
Noctua D14 Asus VG248QE Corsair TX 750 V2 Corsair 650D 
MouseMouse PadAudioAudio
G400, MX518, G500, G5, IMO 1.1, IME 3.0, Deatha... fUnC 1030, QCK+, QCK Heavy, PureTrak Talent Whi... X-Fi Titanium HD Sennheiser HD555 
CPUGraphicsRAMHard Drive
Intel i7 2.4GHz Intel HD 4000 8GB 256GB SSD 
Monitor
2880 x 1800 Retina 
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post #10 of 346
Make sure you link this thread in the e-mail. So that they can see that you are trying to do this is in an orderly and thorough manner. Documenting as you go: for you, them and, the possible future customers of OCN.

Just keep a cool head and have all your ducks in a row.
 
FPS Death Machine
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Q6600 @ 3.905 GHz Gigabyte GA-EP45-UD3R EVGA SuperClocked GTX 660 4GB Kingston Hyper X DDR 2 
Hard DriveHard DriveOptical DriveCooling
Western Digital VelociRaptor Western Digital Caviar Black 1 Pioneer AIO Prolimatech Megahalems 
OSMonitorKeyboardPower
7 Ultimate x64 ASUS VH232H Microsoft Rosewill CAPSTONE-650  
CaseMouseMouse Pad
Antec 300 [MOD IN PROGRESS] CM Xornet Elvis 
  hide details  
Reply
 
FPS Death Machine
(15 items)
 
 
CPUMotherboardGraphicsRAM
Q6600 @ 3.905 GHz Gigabyte GA-EP45-UD3R EVGA SuperClocked GTX 660 4GB Kingston Hyper X DDR 2 
Hard DriveHard DriveOptical DriveCooling
Western Digital VelociRaptor Western Digital Caviar Black 1 Pioneer AIO Prolimatech Megahalems 
OSMonitorKeyboardPower
7 Ultimate x64 ASUS VH232H Microsoft Rosewill CAPSTONE-650  
CaseMouseMouse Pad
Antec 300 [MOD IN PROGRESS] CM Xornet Elvis 
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