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Kuhler Chronicles (Antec 920 Leak - Update 15 - 10/1/12) it's still not over. - Page 27

post #261 of 346
Quote:
Originally Posted by Antec_rep View Post

Sorry that the Kuhler product for some reason possibly did not operate as it was intended. If everything was installed properly and correctly and it caused problems we at Antec would like to assist you with this. Please email direct to vip@antec.com of your issue make sure to attach this web forum link so we know what is going on. We can possibly assist you as fast as we can to provide a solution for this issue.

Are you kidding me? How do you have the gall to even reply to this thread after all the things Nocturin has gone through and to be left without a PC for 3 months? Go take some example from Corsair. I, along with every one of my friends, will never be purchasing an Antec product.

Ridiculous.
Edited by turkishmafia - 9/26/12 at 11:49am
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post #262 of 346
Quote:
Originally Posted by turkishmafia View Post

Are you kidding me? How do you have the gall to even reply to this thread after all the things Nocturin has gone through and to be left without a PC for 3 months? Go take some example from Corsair. I, along with everyone of my friends, will never be purchasing an Antec product.

Hi, We understand the frustration that you guys encounter with this thread. Like we've mentioned before, Nocturin was our first customer who had this type of problem with leaking. Also, its not like we received his components the same day and we just didn't care and left him out in the blue for 3 months, we have communicated with him and we verified with him that the components that he sent us are valid and the serial number matches with the components before we can tell him to send the components. This process takes time to make sure the parts that we are receiving are valid. Also, there was a dispute on having his parts shipped to us because we usually don't offer a return label for any RMA but on his case, just to satisfy our customer, we've done our best to talk to our management and approve his return label. We sent his return label on 07/26/2012 and we have received his components on 08/17/2012. We tested his components and it takes time to test the motherboard and cpu and we have to investigate the Kuhler 920 to check where the leak first started. 09/14/2012, It was concluded that the motherboard and cpu was damaged by the Kuhler 920, We gave our accounting his paperwork so we can offer him the reimbursement for his damaged components.

To make it short and clear, we had communicated with the customer and we offered him our resource and service in solving this issue. It took him a while but it's been resolved. You might say some few damaging comments that would hurt or damage our companies reputation but take a closer look on how we handled his problem first before you make your final judgement.

Thanks
post #263 of 346
Quote:
Originally Posted by ANTEC CS155 View Post

Hi, We understand the frustration that you guys encounter with this thread. Like we've mentioned before, Nocturin was our first customer who had this type of problem with leaking. Also, its not like we received his components the same day and we just didn't care and left him out in the blue for 3 months, we have communicated with him and we verified with him that the components that he sent us are valid and the serial number matches with the components before we can tell him to send the components. This process takes time to make sure the parts that we are receiving are valid. Also, there was a dispute on having his parts shipped to us because we usually don't offer a return label for any RMA but on his case, just to satisfy our customer, we've done our best to talk to our management and approve his return label. We sent his return label on 07/26/2012 and we have received his components on 08/17/2012. We tested his components and it takes time to test the motherboard and cpu and we have to investigate the Kuhler 920 to check where the leak first started. 09/14/2012, It was concluded that the motherboard and cpu was damaged by the Kuhler 920, We gave our accounting his paperwork so we can offer him the reimbursement for his damaged components.
To make it short and clear, we had communicated with the customer and we offered him our resource and service in solving this issue. It took him a while but it's been resolved. You might say some few damaging comments that would hurt or damage our companies reputation but take a closer look on how we handled his problem first before you make your final judgement.
Thanks

I hate to say it... but 3 months to resolve a $1200 issue?

I wouldnt call tha customer service.
post #264 of 346
Quote:
Originally Posted by ANTEC CS155 View Post

Hi, We understand the frustration that you guys encounter with this thread. Like we've mentioned before, Nocturin was our first customer who had this type of problem with leaking. Also, its not like we received his components the same day and we just didn't care and left him out in the blue for 3 months, we have communicated with him and we verified with him that the components that he sent us are valid and the serial number matches with the components before we can tell him to send the components. This process takes time to make sure the parts that we are receiving are valid. Also, there was a dispute on having his parts shipped to us because we usually don't offer a return label for any RMA but on his case, just to satisfy our customer, we've done our best to talk to our management and approve his return label. We sent his return label on 07/26/2012 and we have received his components on 08/17/2012. We tested his components and it takes time to test the motherboard and cpu and we have to investigate the Kuhler 920 to check where the leak first started. 09/14/2012, It was concluded that the motherboard and cpu was damaged by the Kuhler 920, We gave our accounting his paperwork so we can offer him the reimbursement for his damaged components.
To make it short and clear, we had communicated with the customer and we offered him our resource and service in solving this issue. It took him a while but it's been resolved. You might say some few damaging comments that would hurt or damage our companies reputation but take a closer look on how we handled his problem first before you make your final judgement.
Thanks

If you are indeed being truthful and this is the first time Antec has had to deal with such an issue, then I could be more reasonable and understanding. However, your response and tendency to imply blame on the consumer in this situation, without accepting any fault as indicated by your response, confirms my initial supposition that the "customer service" provided by Antec is subpar in quality to say the least.

Perhaps this will be a lesson learned that will allow for improvement, but my experiences with companies that treat their customers like this say otherwise. Time will tell. As for me, it's not worth my time, money, or effort to take the risk by shopping at Antec. I don't impose my conclusions and thoughts on anyone including my friends, I just send them this link if they ask for my advice. Upon reading its contents, they are the ones who decide whether to purchase Antec products or not. So if you truly feel that Antec handled this situation perfectly and did all it could as a company (as your reply implies), then you should have no problems retaining customers despite this thread.
Edited by turkishmafia - 9/26/12 at 1:38pm
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post #265 of 346
Quote:
Originally Posted by Derek1387 View Post

I hate to say it... but 3 months to resolve a $1200 issue?
I wouldnt call tha customer service.
It's not even $1200 on the damaged components that he quoted. Thanks
post #266 of 346
Quote:
Originally Posted by turkishmafia View Post

If you are indeed being truthful and this is the first time Antec has had to deal with such an issue, then I could be more reasonable and understanding. However, your response and tendency to imply blame on the consumer in this situation, without accepting any fault as indicated by your response, confirms my initial supposition that the "customer service" provided by Antec is subpar in quality to say the least.
Perhaps this will be a lesson learned that will allow for improvement, but my experiences with companies that treat their customers like this say otherwise. Time will tell. As for me, it's not worth my time, money, or effort to take the risk by shopping at Antec. I don't impose my conclusions and thoughts on anyone including my friends, I just send them this link if they ask for my advice. Upon reading its contents, they are the ones who decide whether to purchase Antec products or not. So if you truly feel that Antec handled this situation perfectly and did all it could as a company (as your reply implies), then you should have no problems retaining customers despite this thread.

We are not blaming the customers or consumers, we just want to imply that we have provided this customer our resources and service to help resolve this issue. I cannot force you on changing your mind on buying our products in the future. I just want to let you know what really happen on his case, Yes! if a problem like this occur in the future, at least we have learned how to handle things because just like all of you, we learn from our mistakes and we tend to improve by acknowledging all your suggestions and concerns. That is why we are here for from the beginning.

Thank You!
post #267 of 346
Thread Starter 
Got my re-imbursement check 2 days ago, waiting on the kuhler replacement, I'll update then.

Talked to someone about the refund for the kulher friday and they can only send me a replacement.

Bleh.

Antec,

If you want to start talking about dates, I have my emails that I could easily copy-pasta onto this thread. I have been withholding them because you started to work with me.



I had to wait on a paycheck to purchase the box and send it out (a week later than I received the shipping label)

As long as you fix this process for others, I will be happy once this is over.

3 Components were confirmed damaged after I tested them, and they were the one's I sent: the CPU, MB, and Heatsink.

I have had a vested interest in being honest with you and this community, I plan on keeping it that way. Don't push me.
Edited by Nocturin - 9/26/12 at 2:07pm
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post #268 of 346
Well I have to say I was proud to show off my antec gear, I'm glad I won't buy their stuff anymore.

It is ridiculous they have to test the whole thing, it takes time to test a motherboard.
Yeah right :

Press start ---> no boot ---> Clear CMOS ---> no boot ---> red light ----> Dead.
Cpu, insert inside working system.
No boot ?
Dead.

3 months.

Quote:
Yes! if a problem like this occur in the future, at least we have learned how to handle things because just like all of you, we learn from our mistakes

So your analysts, designers and directors never EVER imagined a leak from a tubing system that contains LIQUID ?

thumb.gif
post #269 of 346
Quote:
Originally Posted by Abs.exe View Post

Well I have to say I was proud to show off my antec gear, I'm glad I won't buy their stuff anymore.
It is ridiculous they have to test the whole thing, it takes time to test a motherboard.
Yeah right :
Press start ---> no boot ---> Clear CMOS ---> no boot ---> red light ----> Dead.
Cpu, insert inside working system.
No boot ?
Dead.
3 months.
So your analysts, designers and directors never EVER imagined a leak from a tubing system that contains LIQUID ?
thumb.gif

FYI Antec doesn't manufacture them. Asetek does. http://www.asetek.com/press-room/news/194-antec-and-asetek-unveil-new-partnership-create-next-generation-cpu-cooling-products-.html

Just as Corsair doesn't make theirs either. Coolit does.
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post #270 of 346
Thread Starter 
Quote:
Originally Posted by Rage19420 View Post

FYI Antec doesn't manufacture them. Asetek does. http://www.asetek.com/press-room/news/194-antec-and-asetek-unveil-new-partnership-create-next-generation-cpu-cooling-products-.html
Just as Corsair doesn't make theirs either. Coolit does.

This is why I chose Antec over Corsair.

It sucks to be the first sad-smiley-002.gif.
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