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Kuhler Chronicles (Antec 920 Leak - Update 15 - 10/1/12) it's still not over. - Page 2

post #11 of 346
Thread Starter 
Quote:
Originally Posted by crashdummy35 View Post

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.

I will do that.

Should I just go "FYI, I'm keeping track of the whole thing here(insert link)"?

Update #2: (My Response):
Quote:
J***,

As we discussed, here is the gallery with the pictures of the left-over residue from the leak. I will include a full serial numbers for my parts when I'm able to get home to look at them, but the items below are the ones I believe to be affected by this malfunction:

  • GigaByte Z68M-D2H-B3 Motherboard (Residue on the back of the PCB)
  • Intel 2500K Processor
  • Corsair Vengeance 1600mhz 16gb RAM Kit
  • MSI Twin Frozor II 560Ti 1gb Graphic Processing Unit (Residue on the back of the PCB)
  • Antec Khuler 920 (There is an abnormal volume of air in the radiator)


Parts that may have been affected but I am unable to test them thoroughly:

  • Samsung 830 128gb SSD
  • HD103SJ 1TB HDD
  • 3x Misc HDDs (Will get MC/SN)
  • Seasonic X-660 Power Supply (this worked when plugged into another system, but I have not been able to load test it with the components above to ensure that it's working properly, nor can I take it apart to see if there is residue on the PCB like the other components out of fear for voiding the warranty)

As we discussed over the phone, I cannot afford to ship or insure to ship the entire system (or individual parts) across the country, nor will I ship any storage mediums that contain any personal information. I purchased into your brand in good faith that any issues that would arise due to a leaky/faulty sealed cooling unit would be taken care of, and rapports of stellar customer service further cemented my decision.

So far, I have not had a positive experience; not only has my cooling unit failed, but when it failed it likely invalidated the warranties that I carry with the manufacturers of my components due to liquid damage. Then I find out that I am responsible for shipping, I was not a happy camper.

I would like to be able to walk away from this situation singing praises of your company and it's customer support. We should be able to work something out in a reasonable time-frame. J*** has been personable, but stern when talking about your companies policies. I understand why, but there is no reason why an exception can't be made in this situation. The product I purchased from your company caused this issue.

If this was a simple motherboard failure, I would RMA it with the manufacturer and wouldn't even bother your company, but I believe otherwise due to the amount of residue on the back of my MB, GPU and the abnormal volume air in the radiator. The cooler's LED also flashes red when plugged into a working PSU, but I do not know if that will assist you with a diagnosis.

IMGUR Gallery Link: http://imgur.com/a/qnxlg#0

Thank you for your time,

J***

Edited by Nocturin - 6/12/12 at 6:05pm
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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 
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Microsoft Keyboard 3000 Seasonic X-660 Antec Three Hundred Microsoft Mouse 3000 
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post #12 of 346
Why don't they just bite the bullet and pay for the shipping? They should know its a horrible idea to enrage OCN. Try not to get on the CSR's bad side, as he'll probably just make things harder for you.

Expect the worst when it comes to customer service.
post #13 of 346
Thread Starter 
Quote:
Originally Posted by succesfulvoid View Post

Why don't they just bite the bullet and pay for the shipping? They should know its a horrible idea to enrage OCN. Try not to get on the CSR's bad side, as he'll probably just make things harder for you.
Expect the worst when it comes to customer service.

Trying not to anger a CSR is a very difficult thing to do ( I've worked my way up from a T1 CSR biggrin.gif). It mostly amounts to me going, "I know that you can't control the policy, get me to someone who can".

Most CSR's are there just to collect a paycheck, most don't care, it's finding the ones that care, that's really difficult. So far it doesn't sound like Antec has invested much money into their "USA Zone" of customer service. I was respectful, and did not raise my voice until I was talked over multiple times, but tried my best to keep my voice on in an even tone.

As to why they don't pay the shipping costs, because it's a cost saving measure, shipping a multitude of units will be very expensive, especially in the area of small electronic components. All policies are different, but if a customer requests it, go ahead and give one . tongue.gif.

Edit:

Update #3:

I'm still furious and terribly impatient, so I went browsing new-egg reviews with the intent of leaving an honest account of my expierence so far. Well, I found an email address from an antec tech, so now I'm attacking my problem from another angle.

I forwarded the last email I sent to antec, and added this: Warning: Spoiler! (Click to show)
Quote:
Hello,

I was looking through NewEgg.com reviews on the Antec 920 before I left my own review, I found your email address. I wanted to make you aware of the poor customer service that I received in reaction to my product leaking and ruining my hardware (listed below and in the trouble ticket). The initial details will be on the trouble ticket, and the email below was after my conversation with your CSR "J***".

I do not feel comfortable shipping my system across the country. I do not understand why I would need to send the whole computer, either. This should be a clear-cut case. Antec should pay for the cost of shipping, I send my product in (the Khuler 920), verify that it did or did not malfunction, and issuing replacements for the affected hardware if the product was at fault. After doing some research, I have learned that your competitors in the market do not treat their customer's like this. I am documenting my experience, here( link that points to this thread), and I hope it will end on a positive note.

Please help,

J****

Well, I don't think I can do anything else today. Man I hope i can have my computer up and running soon. I had a co-worker ask me why I had so much computing power (I was explaining the situation). I did this: headscratch.gif and said, "why not?". He gave me a good chuckle biggrin.gif.
Edited by Nocturin - 6/12/12 at 10:57pm
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  
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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 
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post #14 of 346
I have a feeling your going to be using that Athlon rig for a while...
post #15 of 346
Thread Starter 
Yup. Learning linux biggrin.gif
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 
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post #16 of 346
Thread Starter 
I got a response from the person that I forwarded the message too:

Update 4:
Quote:
Hi J****,

Thanks for contacting Antec Inc. In regards to your issue, it’s our company’s policy that you have to ship us your components that was damaged by our product so we can test it in our Lab if it was indeed damaged or not. We are protecting our end and the same time protecting yours by following this guide lines. Please read our damage policy and please abide them so we can help you with your issues.

doh.gif

This is going to be so fun!
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 
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Microsoft Keyboard 3000 Seasonic X-660 Antec Three Hundred Microsoft Mouse 3000 
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post #17 of 346
Well it doesn't sound like they want to be very accommodating. Hopefully you can work your way up to the top and find someone who does care but they seem pretty set in their ways. Then again they are just following their policies and aren't necessarily doing anything wrong.

That said, I was debating between Antec and Corsair for self-contained water cooling and this makes my decision easy. Good luck!
post #18 of 346
Subbed to see how Antec handles this.
This is the first time I've seen an Antec CLC loop leak.
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post #19 of 346
Thread Starter 
Quote:
Originally Posted by dante020 View Post

Well it doesn't sound like they want to be very accommodating. Hopefully you can work your way up to the top and find someone who does care but they seem pretty set in their ways. Then again they are just following their policies and aren't necessarily doing anything wrong.
That said, I was debating between Antec and Corsair for self-contained water cooling and this makes my decision easy. Good luck!

Quote:
Originally Posted by csm725 View Post

Subbed to see how Antec handles this.
This is the first time I've seen an Antec CLC loop leak.


Thanks guys smile.gif.

This is the first time I've seen one leak too, which is why I bought it. I've spent more money with Antec than I care to disclose, did not ever imagine it would be so difficult to get a serious issue like this resolved.
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 #20 of 346
Quote:
Originally Posted by csm725 View Post

Subbed to see how Antec handles this.
This is the first time I've seen an Antec CLC loop leak.

Same, Recently added 2 620's to my GPU's. Keeping an eye on this. Nocturin you are doing a good job with communication to them and explaining everything. Love the avatar.
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AudioAudioAudioAudio
Asus Xonar Essence STX Dayton Audio B652 Lepai Tripath Class-T Hi-Fi Audio Mini Amplifier 8 Inch 60-Watt Powered Subwoofer 
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Intel q9300 Intel DP45SG MSI TFII GTX 660 Corsair Dominator 1333 
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