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Kuhler Chronicles (Antec 920 Leak - Update 15 - 10/1/12) it's still not over. - Page 4

post #31 of 346
Quote:
Originally Posted by bruflot View Post

I'll never buy an Antec product now. Honestly, I don't care if it all works out in the end, but all this trouble just to do what they should of have done in the first place. Heck, I'm sure this will continue on for at least two-three more phone conversations, and 10+ emails.
Even though I am kinda Corsair-fanboyish; Corsair would have shipped your cooler for free, checked for any faults and then issued a check for what the components are worth - with a single email, perhaps two.
(No offense on the "don't care part", talking about their RMA service, not your specific RMA - Hope it turns out well! wink.gif)
Don't be the next EK Antec!

The reason they're probably so picky about having your whole rig and not the CLC is to make sure you aren't faking it. All you would need to do if that wasn't the policy is break your 620 in a accidental way, dump the water on your rig, and get reimbursed. After that, you go out and get a free upgrade. Not sure if anyone has the balls to try that, but someone might do it.
post #32 of 346
And me who just bought an Antec 920... Luckly it was defect and I had to RMA it, not sure about getting another one after reading this tough. But... it looked so nice compared to my Hyper 212 rolleyes.gif

Good luck with Antec, strange they ask you to send your system. When I bought my Eleven Hundred, the 230mm top fan was defect and I didn't have to get a proof, they sent the replacement after one quick chat with them, maybe they don't have the same policies regarding closed loops. Strange tough, since I heard Corsair was doing full replacement after loop leaks.

I hope for you it will resolve quickly. If Antec replace your system (or refunding), I'll consider re-buying the 920!
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post #33 of 346
Thread Starter 
Well, I haven't gotten a response from the original CSR who asked me to email him the details, but this is the response

Update 5 (My Response):
Quote:
Hi P**,

Thank you for contacting me. In regards to my issue, it is my personal policy that I will not ship other components but the product that you produced and you have warrantied. It is also my policy not to pay to ship a product that has malfunctioned to the manufacturer. I am protecting the investment I made in my computer, and I am also unwilling to relinquish my hardware. You can then test your product in your lab to find out if it was indeed faulty or not. If then you find your product was faulty, you can help me arrange RMA's for the products that were affected by your product, as stated in your guidelines.

As a consumer, I am appalled that you will not pay to ship your product. I have already purchased the product, and I will not spend any more on this product. This situation was caused by no fault of my own.

It is very frustrating for a company to ask me to send other products through insured mail out of my own pocket, along with their own. I understand that you have your interests to protect, but there are two parties to this conversation, not one.

My requests are not unreasonable. If I was demanding that you replace all of the components in my computer without testing your own product for verification, then the resistance displayed would be justified. However, this is not the case. I am not trying to get freebies. If your product malfunctioned (of which I'm sure, the pictures provided show the residue), I would like your help with the RMA's that would need to be performed. This would allow me to maintain possession of my hardware, while dealing directly with the manufactures of the affected products, and as an added benefit, be completed in a quicker time frame.

You have also not described your testing procedures. I was told over the phone that there is a separate (internal) facility with trained technicians that are capable of testing my hardware. If these technicians are adept at testing my hardware in conjunction with your unit, surely they are able to test the unit without the need of the rest of my hardware. If the product in question did not malfunction, then it would be my responsibility to have it shipped back to me, complying with your guidelines.

Regards,

J***

For those that I copied on this email, thank you for taking the time to read my complaint. Please forward to any relevant parties.

Edited by Nocturin - 6/13/12 at 9:24pm
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post #34 of 346
Thread Starter 
(double post for reply)
Quote:
Originally Posted by raptorxrx View Post

Antec, if you read this: OCN is a community that will by products from all companies. But if you don't produce a good product, or you decide to not support a customer properly, we start disliking you. I hope you help Nocturin out. If not, myself and many others will not be recommending your coolers, and possibly your other products anymore. Take a lead: I have heard several horror stories about Corsair's coolers. Every single one had a positive outcome. Corsair paid shipping both ways, and reimbursed the person for damages.
Nocturin, best of luck.

I hadn't seen any cases of leaks when the Antec, and choose to go that route foolheartedly. Now I understand the difference, and will be going with companies that are easier to deal with in the future.
Quote:
Originally Posted by bruflot View Post

I'll never buy an Antec product now. Honestly, I don't care if it all works out in the end, but all this trouble just to do what they should of have done in the first place. Heck, I'm sure this will continue on for at least two-three more phone conversations, and 10+ emails.
Even though I am kinda Corsair-fanboyish; Corsair would have shipped your cooler for free, checked for any faults and then issued a check for what the components are worth - with a single email, perhaps two.
(No offense on the "don't care part", talking about their RMA service, not your specific RMA - Hope it turns out well! wink.gif)

I hope it gets resolved soon, I want my rig back and I don't want to fight with a company over their ludicrous policies.
Quote:
Originally Posted by brfield View Post

Wow, and to think I was just contemplating replacing my Hyper 212+ Evo with a Khuler 920. Not happening now, and I like Antec.
Subbed

I liked antec, too, I got one of their cases for this rig, too. I think after all this is said and done, I might go with air cooling till I can afford a loop. I liked the silence of the khuler, but it's honestly not worth all this trouble, even if the performance was more than enough for my uses.
Quote:
Originally Posted by r1chi View Post

I agree. I'm new here, I decided to join as I like the idea of watercooling and was set on adding a 620 over the weekend as I've heard great things. I'm new to the whole watercooling side of things, and the possibility of a product leaking/exploding over my new components is putting me off slightly. I'm glad I found this thread, I hope the original poster manages to get somewhere with this. Good luck.

Thanks smile.gif. Welcome to OCN, stick around. We can be crotchety sometime, but we're a blast!

Well, from what I hear, corsair has pretty good customer service smile.gif. Save your money for a rasa kit, if you want to go WC, they're 20-30% over the cost of a H100 and you can make sure that all of the joints aren't leaking without being at the mercy of company.
Quote:
Originally Posted by succesfulvoid View Post

Don't be the next EK Antec!
The reason they're probably so picky about having your whole rig and not the CLC is to make sure you aren't faking it. All you would need to do if that wasn't the policy is break your 620 in a accidental way, dump the water on your rig, and get reimbursed. After that, you go out and get a free upgrade. Not sure if anyone has the balls to try that, but someone might do it.

There is something to this for sure. They're trying to protect the bottom line, because a bunch of people faking could cost them a lot of money, I get that. If I was faking, I wouldn't be this public. There even might be the possibility that they antec didn't leak and the air was in the radiator when I bought it. There's also the possibility that I send my system to antec, and they automatically say the khuler was not at fault no matter the test results. Then, I'm responsible for the cost of insured shipping to get my system back, and this is money I do not have, and I have no way to disprove their test results. I'm trying my best not to be a horrible customer, but I don't think I'm going to achieve that wink.gif.

The evidence has led me to conclude that the khuler was the problem, unlike I originally thought (Nah, it can't be the antec, I'm damn proud of that thing).
Quote:
Originally Posted by Vaub View Post

And me who just bought an Antec 920... Luckly it was defect and I had to RMA it, not sure about getting another one after reading this tough. But... it looked so nice compared to my Hyper 212 rolleyes.gif
Good luck with Antec, strange they ask you to send your system. When I bought my Eleven Hundred, the 230mm top fan was defect and I didn't have to get a proof, they sent the replacement after one quick chat with them, maybe they don't have the same policies regarding closed loops. Strange tough, since I heard Corsair was doing full replacement after loop leaks.
I hope for you it will resolve quickly. If Antec replace your system (or refunding), I'll consider re-buying the 920!

Thanks smile.gif.

I have a feeling that this is special case situation that they don't have a policy for, which is why they're defaulting to their stance. If this is the policy that is in place, it needs more flexibility to accommodate situations in interest of customer satisfaction. The worst part is, I'm not even asking for that much (Gimme a shipping label for the khuler, I'll send that in, and then we'll go from there, ect). thumb.gif

I don't understand it. I'm capable of my own hardware tests, and I don't want to deal with a middle man, especially when that middle man asks me to put myself in situations that are disadventagous to me. The minute my hardware has left my hands, the only proof I have to ownership is the reciept, and that means nothing without the goods. They say possession in 9/10ths of the law. wink.gif


Thanks again for all of the support, you guys really are an awesome place to be!

The Update 5 email was my response to "P**" as a reply to the email I forwarded to the address I found @ Newegg. J**** has not responded to the email, yet (crosses fingers) and I have received no further voice communications. I also search google for a couple of hours and found the email addresses for a few more people and copied them when I sent Update 5.

I wonder if this will go anywhere, or If I'll just send hit the brick wall again.
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post #35 of 346

I hope they make it wright for you Noct, but I'm really doubting at this stage.

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post #36 of 346
At this point, I would just get on the phone, and wouldn't get off till' they gave me what I (you) deserve.
post #37 of 346
Thread Starter 
Quote:
Originally Posted by raptorxrx View Post

At this point, I would just get on the phone, and wouldn't get off till' they gave me what I (you) deserve.

Based on the conversations I had over the phone so far, I do not think they would have any qualms with just hanging up on me, every time. This is a tactic I'm saving for next week though, I'll be doing a lot of paper-work so I'll have the time to call them repeatedly throughout the 5 hour window that they're open.

I haven't gotten a response today, so tomorrow I start finding social media outlets. mad.gif
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post #38 of 346
Just read this whole thing and it just sucks man. I'm really sorry about it and hope it gets resolved.
    
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post #39 of 346
That's just disgusting what they're doing, wanting you to ship your ENTIRE system in to "test" it, when all they really need is the Kuhler.

I'll most likely be getting rid of my Antec parts, and going to Corsair equivalents (even a Corsair CLC, if it leaks, I KNOW Corsair will fix the problem), because what happened to you is just terrible.

To think, I recommended Antec CLC's, and Antec parts in general because of their top quality (which they are), but with this kind of CS... no thank you.

Subbed. smile.gif
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post #40 of 346
Quote:
Originally Posted by LongRod View Post

That's just disgusting what they're doing, wanting you to ship your ENTIRE system in to "test" it, when all they really need is the Kuhler.
I'll most likely be getting rid of my Antec parts, and going to Corsair equivalents (even a Corsair CLC, if it leaks, I KNOW Corsair will fix the problem), because what happened to you is just terrible.
To think, I recommended Antec CLC's, and Antec parts in general because of their top quality (which they are), but with this kind of CS... no thank you.
Subbed. smile.gif

Bud, I had to ship my entire system 4 times!ph34r-smiley.gif
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