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Computer case manufacturer customer service? - Page 3

Poll Results: Best computer case manufacturer customer service / RMA / easy to contact?

This is a multiple choice poll
  • 5% of voters (3)
    Other - I would please appreciate an explaination in the thread.
  • 13% of voters (7)
    Cooler Master
  • 41% of voters (22)
    Corsair
  • 3% of voters (2)
    Lian Li
  • 5% of voters (3)
    Antec
  • 26% of voters (14)
    NZXT
  • 5% of voters (3)
    Silverstone
  • 1% of voters (1)
    AZZA
  • 3% of voters (2)
    BitFenix
  • 16% of voters (9)
    Fractal Design
  • 0% of voters (0)
    XIGMATEK
53 Total Votes  
post #21 of 90
Thread Starter 
Quote:
Originally Posted by nbmjhk6 View Post

Quote:
Originally Posted by nickt1862 View Post

Good thing that you can still tongue.gif after one year of mad.gif .

That just "stinks"!

Did you try to contact the CM reps who frequent the CM threads here about this?

Repped smile.gif

Eh I just bought a new fan. They did well on sending me out a bunch of stickers though. tongue.gif

I did PM the CM rep but he never responded back.

One more story: When I got my M59 the rear fan decided to start grinding 3 months into it's life. All NZXT asked for was my address. Three day's later I had a brand new fan. biggrin.gif

 

Still not acceptable behavior by CM IMO.

 

Your NZXT experience is what CM should've been.

post #22 of 90
Quote:
Originally Posted by nickt1862 View Post

From one Nick to another: Not to exclude that company, it was that I'm not interested in purchasing one of their cases though they're nice.
OOPs, I thought this was a thread about customer service only. I never dealt with any case manufacturer customer service other than CL. I have owned Lian Li and Antec cases, but bought spare parts from dealers, never tried to talk to the actual company. I don't really expect much customer service from most case manufacturers. Most of them make a product for newegg to sell, they don't want to offer any additional customer service after you paid for the product.
If your looking for customer service, try a company that cares about the enthusiast community's opinion and reputation.
     
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post #23 of 90
I wouldn't purchase a Cooler Master case period!

If you want to be directly lied to over and over and over again either by chat or phone even this forum with their reps while being promised something from instances spanning 3 months to close to 11 months - go on ahead and prepare to be taken for a huge ride to being upset time after time while your purchase is of no use. I have 9 of their cases and other hardware - but no more business to come from me.

Again please stay clear from Cooler Master for your sanity!

They haven't corrected their real bad customer service and rma problems in years which includes these days in 2013!

They just don't follow through.

In my humble opinion consider Corsair, NZXT and Fractal Design because even if they once in a while make a mistake they at least eventually own up to it unlike Cooler Master who continues to polish up their bad acts.

By the way nickt1862, I read your terrible experience with the Cooler Master HAF XB in the HAF XB club thread in which you went through 4 of those cases in a row just totally unbelievable. Did you get any resolution from the rep that asked what happened in a PM? I'm willing to bet you're disappointed with this rep, as by my past experiences with this good for nothing company of how this is how it starts with them and it becomes drawn out for no good reasons while the customer is in grief and has their cases with parts of their systems in disarray because their case(s) are non-functional awaiting parts that take forever to get if you're fortunate.

Sorry for my rant, but I had to tell you what I've gone through with Cooler Master so you and others may avoid them when other much better viable options are available.

Take care.
post #24 of 90
I've had a good experience with the team from BitFenix. I haven't had to request an RMA or new part for the BitFenix Prodigy that I ordered, but they've been super involved and very attentive to their customer satisfaction. Everything that I've heard about the team has all been positive.

I know it's not exactly what you were looking for, but I think a good community makes a big difference as well.
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post #25 of 90
I have seen Corsair be quite good in shipping a friends hotswap back plane (that he snapped in half) with no questions asked as to how or why it happened (he didnt tell them how it happened). NZXT does get back to you, it just takes forever for it to happen. my sentry-2 died in late december, and got my first reply in late january, and then received the part 1 week later with some questions asked. Cooler Master has pretty slow shipping, but nice customer service, i bought a HAF932 from a friend and he didnt have the cover mat for the top fillport, and they sent me one, i got it 2 weeks later. i have seen many people contact Bitfenix, seeing as xbournex, the bitfenix representative on ocn is pretty active here, and i have seen them get their stuff fairly quickly, and they respond within 1 day for the most part. I hope ive been helpful
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post #26 of 90
Thread Starter 
Quote:
Originally Posted by dman811 View Post

I have seen Corsair be quite good in shipping a friends hotswap back plane (that he snapped in half) with no questions asked as to how or why it happened (he didnt tell them how it happened). NZXT does get back to you, it just takes forever for it to happen. my sentry-2 died in late december, and got my first reply in late january, and then received the part 1 week later with some questions asked. Cooler Master has pretty slow shipping, but nice customer service, i bought a HAF932 from a friend and he didnt have the cover mat for the top fillport, and they sent me one, i got it 2 weeks later. i have seen many people contact Bitfenix, seeing as xbournex, the bitfenix representative on ocn is pretty active here, and i have seen them get their stuff fairly quickly, and they respond within 1 day for the most part. I hope ive been helpful

 

Corsair so far seems to be in the lead and would love to know why people have differed experiences with the rest.

 

Repped! smile.gif

 

Quote:
Originally Posted by kelforn View Post

I wouldn't purchase a Cooler Master case period!

If you want to be directly lied to over and over and over again either by chat or phone even this forum with their reps while being promised something from instances spanning 3 months to close to 11 months - go on ahead and prepare to be taken for a huge ride to being upset time after time while your purchase is of no use. I have 9 of their cases and other hardware - but no more business to come from me.

Again please stay clear from Cooler Master for your sanity!

They haven't corrected their real bad customer service and rma problems in years which includes these days in 2013!

They just don't follow through.

In my humble opinion consider Corsair, NZXT and Fractal Design because even if they once in a while make a mistake they at least eventually own up to it unlike Cooler Master who continues to polish up their bad acts.

By the way nickt1862, I read your terrible experience with the Cooler Master HAF XB in the HAF XB club thread in which you went through 4 of those cases in a row just totally unbelievable. Did you get any resolution from the rep that asked what happened in a PM? I'm willing to bet you're disappointed with this rep, as by my past experiences with this good for nothing company of how this is how it starts with them and it becomes drawn out for no good reasons while the customer is in grief and has their cases with parts of their systems in disarray because their case(s) are non-functional awaiting parts that take forever to get if you're fortunate.

Sorry for my rant, but I had to tell you what I've gone through with Cooler Master so you and others may avoid them when other much better viable options are available.

Take care.

 

I think I know what you mean when it comes to Cooler Master, they sound great and seem concerned over any which way of correspondence but their sense of urgency seems to be missing so many times even lackadaisical.  When any company takes the stance (purposely or not in the end by their end actions) like they're the only game in town this is a negative as well as a huge mistake.  Those types of organizations need to learn and sometimes the hard way that it could be very difficult acquiring a customer and quite easy to lose one forever with word of mouth making it many times that effect to those potential customers that the bad feedback reaches.  Like you said that there are "better viable options" in lieu of a customers current choice of case company who had potential bad experience(s) with.

 

I see you read my 4 HAF XB bad case in a row chronicles.  I couldn't believe it either and it remains to be seen what happens going forward with this company.  It's funny that you mentioned about builds in disarray because I currently have such a build (with my i7 processor) dismantled because it was supposed to be housed in this case.  I'm not going to wait long at all before purchasing another case for this build and from whom is still up in the air.  Two new cases will be had by me one way or another hence why this thread with its poll was created.

 

Thanks for your long spirited and insightful post which I appreciated.

 

Repped! smile.gif

 

Quote:
Originally Posted by bdenpaka View Post

I've had a good experience with the team from BitFenix. I haven't had to request an RMA or new part for the BitFenix Prodigy that I ordered, but they've been super involved and very attentive to their customer satisfaction. Everything that I've heard about the team has all been positive.

I know it's not exactly what you were looking for, but I think a good community makes a big difference as well.

 

Very good to know about the support and that they're a team to be consistently customer service oriented.

 

Repped! smile.gif


Edited by nickt1862 - 2/14/13 at 8:26am
post #27 of 90
Quote:
Originally Posted by nickt1862 View Post




Very good to know about the support and that they're a team to be consistently customer service oriented.

Repped! smile.gif

Oh yes BitFenix which I believe if not mistaken has a few former Cooler Master case designers under their employ.

At least they're part of a much better company now.
post #28 of 90
Thread Starter 
Quote:
Originally Posted by kelforn View Post

Quote:
Originally Posted by nickt1862 View Post




Very good to know about the support and that they're a team to be consistently customer service oriented.

Repped! smile.gif

Oh yes BitFenix which I believe if not mistaken has a few former Cooler Master case designers under their employ.

At least they're part of a much better company now.

Well just to correct you it's: "CM Storm team forms new company, BitFenix"

 

Google it for the story as I can't post that here.smile.gif

 

 

 

Hope that some other people can chime in here with either positive and or negative experiences.

 

Thanks biggrin.gif

post #29 of 90
I personally had a bad experience with Cooler Master and their distributors / retail partners... I brought a case 2nd hand and it had damaged USB ports (the original CM690) by this stage it had been superceeded with the CM690 II, but I figured they must be able to provide support sourcing a replacement part right?

Well I contacted Cooler Master and I was referred to the distributor in my country, who in turn referred me to the retail outlets. I called a few but none were able to help apart from one who referred me to their product manager. After contacting them to supply the part number I wanted I never heard back from anyone. After about a year of waiting, I stumbled upon an obscure Cooler Master Europe website which had the exact part I was after listed as available and for sale, but sadly they do not ship outside of their country so I just gave up on the company and moved to Silverstone after hearing some excellent feedback about their services.

I've had to contact Silverstone on one occasion about a query and I received a reply within 24 hours via email so I was quite happy with that.
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post #30 of 90
Thread Starter 
Quote:
Originally Posted by Ardalista View Post

I personally had a bad experience with Cooler Master and their distributors / retail partners... I brought a case 2nd hand and it had damaged USB ports (the original CM690) by this stage it had been superceeded with the CM690 II, but I figured they must be able to provide support sourcing a replacement part right?

Well I contacted Cooler Master and I was referred to the distributor in my country, who in turn referred me to the retail outlets. I called a few but none were able to help apart from one who referred me to their product manager. After contacting them to supply the part number I wanted I never heard back from anyone. After about a year of waiting, I stumbled upon an obscure Cooler Master Europe website which had the exact part I was after listed as available and for sale, but sadly they do not ship outside of their country so I just gave up on the company and moved to Silverstone after hearing some excellent feedback about their services.

I've had to contact Silverstone on one occasion about a query and I received a reply within 24 hours via email so I was quite happy with that.

Your CM experience has a familiar theme for even here in the states.  They dangle assistance but don't deliver a good percentage of the time at least not with any urgency while the customer waits and waits like they really don't care.  Then when something looks certain like when you found the part listed for sale, it's not available to you.  I can't blame you or anyone who decides to no longer support CM after jumping through hoops for a long time especially.  Glad that Silverstone reacted in a proper manner on your one occasion. 

 

Thanks so much for your post and repped! smile.gif

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