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Kuhler Chronicles (Antec 920 Leak - Update 15 - 10/1/12) it's still not over. - Page 6

post #51 of 346
This worries me..
If they don't help you I'm also done with Antec.
I've already had issues with my PSU(3 RMA's to get a "stable" one and all 4 of them had incredibly annoying coil whine)
post #52 of 346
I have a K620 in my system and I like it. I have been considering a K920 for my CPU and moving the K620 over to the GPU. I think I'll just watch this thread closely and see how Antec supports YOU before I spend a dime more with Antec. The sheer thought of this happening to my system, is very disturbing and has me re-thinking my plans. Subscribed. thumb.gif

Antec - It is time to demonstrate excellent customer service, not hide behind a policy.
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post #53 of 346
From a business and self preservation situation I can see why they want the rest of the hardware. It allows them to verify if it was damaged and if they are liable for the damage on those parts. What I can't understand is why they need the entire system, why not just the parts in question? It would be a lot lower cost to ship just the smaller individual parts than the entire system....

From the consumer point of view, there is no way in hell I would send them my entire system, especially storage. Being in the IT industry I have seen what freaks are employed and working on systems. It is a bit of a game to dig through storage and see what people have, take what they want, etc. As a consumer I am also against having to pay for shipping on a warranty claim. We purchased the product and the warranty with it already, we shouldn't have to further put out money to utilize that warranty should the need arise. I have not once paid for shipping on an RMA in my entire life, and I will never pay for it.

I personally have purchased Antec products for years, and many times, thankfully I have never had to go through an RMA process with them. At this point if what you are saying is accurate I would second guess purchasing their products in the future. How a company handles their RMA process is very important to me, no, hugely important. That is part of the reason I love MSI so much, their RMA process was as smooth as silk for me.

Antec,

You sold a product with a warranty, you need to step up to the plate and honor that warranty. You can't justify asking a consumer to pay for shipping to utilize the warranty, especially on an entire system. You would also be out of line to expect that customer to send their storage devices as well!

You built the water loop, you knew the risks in selling this type of product, fix it! You have a very large and vocal community watching you......
Edited by PostalTwinkie - 6/15/12 at 12:51am
    
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post #54 of 346
Sorry to hear of the problems with Antec CS.
I learned my lesson about antec years ago. Unfortunately there are only a few companies that come to mind that really stand behind their products.
Corsair, one phone call 5 min. later you print your free RMA UPS sticker and about a week later "bam" UPS is at your door.
EVGA, one phone call and an email for an old 650i FTW mobo, company credit for exact purchase price, and that was recently.

I have never run a into a thread on the forums concerning Neweggs' warranty change. But I remember it used to be one full year on anything till around the end of 2008 I believe.

My point is, I purchased all my components at Newegg for a build in 2006. My power supply blew out the whole system about 9 months later, and all I had to do was contact Newegg once to get a paid RMA label, and they replaced everything.
Gone are the days where you could BYO pc piece by piece as you could afford it. Now you have to buy everthing at once, build, check and stress test every component the day you get it. Or at least in the 30 day return window.

I apologize for getting off point. But, I don't think Antec has any intentions of replacing anything but that Khuler. But it is an outrage that they would even think you should pay shipping for that!!!
I can understand a company wanting to protect it's interests. But you are not a international money machine like they are, would it really have the slightest effect on their bottom line to reimburse your loss? You must be a very patient man, cuz I would have lost it after the attitude from the CS rep.

Best of luck.....

By all means, whatever you decide to do. Do not send your storage to them, that is an insane request on their part.
Edited by KaosII1968 - 6/15/12 at 2:41am
post #55 of 346
I have a 620 in my rig and now I'm contemplating on switching to an air cooler!!!
post #56 of 346
I'm quite sure if they saw this thread and saw how many people stopped supporting Antec after reading this thread, they would deal with this a lot faster.

You have no idea how much it helped me to let Dell know about a thread I made when I had issues with their RMA support for my Dell U2711.

Good luck, hopefully everything is sorted soon.
    
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post #57 of 346
Nocturin, you need to email them back with a link to this thread, or PM one of the Antec CSRs here.
post #58 of 346
Im surprised to not see a vendor rep yet. Is there not a antec rep here on OCN?

Either way, im glad (for once) that I let the frys salesmen talk me out of the antec solution
    
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post #59 of 346
Thread Starter 
Quote:
Originally Posted by kcuestag View Post

I'm quite sure if they saw this thread and saw how many people stopped supporting Antec after reading this thread, they would deal with this a lot faster.
You have no idea how much it helped me to let Dell know about a thread I made when I had issues with their RMA support for my Dell U2711.
Good luck, hopefully everything is sorted soon.

This is what's confusing to me, it's not like I'm asking for a lot.

I spent a good 4 hours wend night looking for the higher links in the corporate chain, but I couldn't find anyone but a PR guy and someone in control of EU "global" marketing. The emails that I found were both copied, but I haven't received a response yet.

I would be absolutely ashamed to hear that my agents were treating customers this way.
Quote:
Originally Posted by brfield View Post

Nocturin, you need to email them back with a link to this thread, or PM one of the Antec CSRs here.

I emailed them a link 1-2 emails back smile.gif. It hasn't gotten any attention from antec yet. I was thinking about sending them another email with quotes from this thread with no other text.

I also searched OCN for antec hardware reps, but I don't know of any active members. If you know of any, drop the link to the profile here or PM me please smile.gif.


Update 6: No response yet.

It's time to ratchet this up a little. I've started talking to my social media colleagues to get some advice smile.gif. This hasn't been going on very long, but I don't want it to go on much longer, so I'm going to need help getting exposure when I start moving forward. I want antec to see the impact of this ridiculous policy beyond myself, and OCN. They're call center is open 10-4pm PST, so they just opened up shop here on the east coast. I don't want to call because I honestly have nothing nice to say, but I might to see if I can start working myself up the chain mad.gif.
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post #60 of 346
Honestly dude they are doing nothing wrong. If they get the unit and tell you it's not broken they are doing something wrong but it's very common to have the customer pay for shipping. In your case it sucks because it's your entire system but I really don't see Antec as out of line here. They could be nicer but they're not out of line.

Should also be noted that I am the type of person who generally has zero patience with customer service reps and generally whenever I call it takes me about five minutes to ask for the supervisor. I understand where you are coming from basically. But again they aren't doing anything out of the ordinary. In fact the vaunted corsair who everyone in this thread is convulsing about makes you pay for shipping on RMA as well.
    
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