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Trouble with my Noctua Fans, what's their RMA service like?(03/14/2013: Response recieved, replacements on their way). - Page 2

post #11 of 17
Quote:
Originally Posted by TUFinside View Post

I had this issue too with these fans (oil leak)
Had what issue? Sometimes a little oil leaks out of bearing, but it is usually not a problem. The only time I've seen it happen Noctua looked at the pics I sent them, asked for my address and sent me replacement fan asking me to break a blade off of the leaning one and send them a pic to prove it was not being used anymore.
Quote:
Originally Posted by Mikowolf View Post

Response from Noctua. Only some neat highlights.
To be fair this guy seem to be at least trying to get in the issue ( I guess it's the third guy so far). But the thing about "only 10-20 degrees worse =/= broken" should really be noted by anyone considering this tower.

Man, why the shop I was ordering from just had to sell last Cryorig hours before me..***.

UPD (last, I guess?)

My response to Noctua
And response
I do agree my email was toxic but after a week of ping-pong I'm kind of pissed off and the fact their claims are at least disturbing doesn't make it any better.

So here you have it folks. The glorious Noctua support. I'm not claiming I'm 100% right but it's up to you to decide if this kind of support is worth the price.
My honest opinion of your post is you are looking for a fight .. and If I was a component supplier receiving similar emails from you I would most likely ignore you too.

I've worked in customer support for many years. Dealing with someone sounding like you have here is almost always a loose / loose situation.
What you are doing is only proving the point.

2-5 days is not a long time. add a weekend in and we have 5-8 days. I know it seems like a long time when you are waiting for a reply, but it really isn't.

Because of your posting here, I contacted Noctua customer support as a test with a 'question' about mount measurement. I have a reply the next day (18 hours later). I replied late Friday afternoon EU time and had my final answer 52 hours later .. which was early this Monday morning EU time. I guess I could rant and rave about how it took 3 days like you have, but that would be unfair to say the least.
Edited by doyll - 9/26/16 at 5:43am
post #12 of 17
Quote:
Originally Posted by doyll View Post

My honest opinion of your post is you are looking for a fight .. and If I was a component supplier receiving similar emails from you I would most likely ignore you too.

I've worked in customer support for many years. Dealing with someone sounding like you have here is almost always a loose / loose situation.
What you are doing is only proving the point.

2-5 days is not a long time. add a weekend in and we have 5-8 days. I know it seems like a long time when you are waiting for a reply, but it really isn't.

Because of your posting here, I contacted Noctua customer support as a test with a 'question' about mount measurement. I have a reply the next day (18 hours later). I replied late Friday afternoon EU time and had my final answer 52 hours later .. which was early this Monday morning EU time. I guess I could rant and rave about how it took 3 days like you have, but that would be unfair to say the least.

Tell me please, as a supplier and support guy would you suggest
a) Consumer is deaf and probably couldn't hear an awful noise his hardware produced for days?
b) offer costumer to use a hardware configuration that is much less efficient just to cover the hardware fault?
c) suggest that hardware cannot be broken and your customer is just so unique his configuration is producing this noise? Even with multiple proof this isn't true?

If yes, I can agree I'm wrong.

p.s 6 working days I'm not including weekends.
post #13 of 17
Is that Noctua USA division ? i guess in Europe, Noctua would have sorted this out quickly.
post #14 of 17
Quote:
Originally Posted by doyll View Post

Had what issue? Sometimes a little oil leaks out of bearing, but it is usually not a problem. The only time I've seen it happen Noctua looked at the pics I sent them, asked for my address and sent me replacement fan asking me to break a blade off of the leaning one and send them a pic to prove it was not being used anymore.
My honest opinion of your post is you are looking for a fight .. and If I was a component supplier receiving similar emails from you I would most likely ignore you too.

I've worked in customer support for many years. Dealing with someone sounding like you have here is almost always a loose / loose situation.
What you are doing is only proving the point.

2-5 days is not a long time. add a weekend in and we have 5-8 days. I know it seems like a long time when you are waiting for a reply, but it really isn't.

Because of your posting here, I contacted Noctua customer support as a test with a 'question' about mount measurement. I have a reply the next day (18 hours later). I replied late Friday afternoon EU time and had my final answer 52 hours later .. which was early this Monday morning EU time. I guess I could rant and rave about how it took 3 days like you have, but that would be unfair to say the least.

Yes the fan was still functionnal, but i don't want oil on my computer, understandable ?

edit: i apologize for the double post.
post #15 of 17
I have 7 Noctua fans 4 years old now and 2 had the oil issue that went away after about a week,
Noctua said they had a issue at the factory where to much oil was applied and that it would go away
which it did. I also run a Noctua cpu cooler, I won't use any other brand.
I did have 1 fan (no oil leak) that I had to help it start up with my finger and Noctua sent me a new one
and had me break a fan blade off the failed one and send a pic with my i.d. in the pic, before that though they had
a new fan to me in 4 days from Europe and I'm in the U.S.
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post #16 of 17
I have had non-support conversations with Noctua over the years. Ditto conversing with Taiwan. I have learned to wait overnight before expecting a reply from Noctua. The replies from Taiwan are overnight if I'm dealing with tech support, two nights if the message has to wait in someone's queue to be addressed, longer if they have to think about it and even longer if they have to send to someone for information. In short, one must learn to respect the curvature of the earth.
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post #17 of 17
I had a NF- P12 spring a leak which has given the bearing a grinding/scraping sound. I sent an e-mail to noctua and i am currently hoping for a replacement.
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Overclock.net › Forums › Cooling › Air Cooling › Trouble with my Noctua Fans, what's their RMA service like?(03/14/2013: Response recieved, replacements on their way).