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Koolance & FrozenCPU Debacle

post #1 of 54
Thread Starter 
I recently built my new rig (see sig) and wanted to share some annoyances with OCN perhaps to keep anyone else from going through the same grief.

For my new build I opted to go with a Koolance SR-2 Full coverage block since it was the only true single piece block currently available. Well I got the block and the highlights are:

1) Seemingly a nice solid block, looked great.

2) Several hex-screws so loose atop the block (those that secure top plate to bottom plate) that they wiggled loose as I rotated the block.

3) One hex-screw missing all-together.

4) Two (2) different length screws to attach to mobo and three washers. Really? 3 washers what about the other 7 screws , no washers for them? Which do get washers? Where do the longer vs shorter screws go? Well you wont know because their instructions are a generic install guide for a single socket Rampage? mobo and don't say anything very specific whatsoever. They basically say some blocks re-use stock screws, others have screws. Nothing about placement of screws, so trial and error of hand threading has to take place to see which are tapped longer.

5) Clearance Issues: This mobo block will not fit any CPU cooler aside from their recently released CPU-360 Block. Which wasn't published on their site until today AFTER and email exchange with customer service about it several time between Saturday and lunch time today.... *now* they "recommend" their blocks to avoid clearance issues.

In the process I called FrozenCPU to see if they could cross-ship an EK block of lesser value to me so I wouldn't have to go another week with a build in mid-progress. Long story short. No. They told me to contact Koolance ......... Koolance told me to return to the place I bought it from. Then FrozenCPU told me to RMA with Koolance. And round and round we go.

Just a word to the wise or better yet a word of caution when dealing with either of these two companies.

I have spent quite a bit of money with FrozenCPU in the past 2 years , when I say quite a bit , I mean 3 completely w/c rigs with mobo, multiple gpu , cpu blocks , rads , pumps, fans, tubing etc etc etc ... well over $2K on cooling equipment alone ... I would have hoped they extended some courtesy to me and cross-shipped the block as I offered to pay for the shipping to get me a new one quickly...... No dice.

I was told in so many words:

"..sorry we dont cross ship hardware. If you want a new block then you would have to plunk down your credit card and buy one and return the old ...... Nobody cross ships. NewEgg certaintly does not......."

I buy a good bit of hardware per year and I have never had an issue with cross shipping gear (even if my card needed to be on file if they didnt get the gear back in a fixed time span) with Asus, EVGA, Dell, Newegg or PCConnection let alone smaller shops where I had been a regular customer for more then a few months.

Well I will chalk this up to Frozen loosing one loyal customer that spends a good chunk of change on basically luxury accessories during a downturn economy. Rather then ship the block and let me pay the shipping both ways to save time and keep me rolling on along with my build, they took a hard line.

My .02 for anyone so your in the know. Double and triple check the contents of boxes with UPS or FedEX right there if possible and if something looks amiss .... dont accept it or flat out return to sender on the spot. It will save you a lot of hassle.


I ended up loosing my mind and hacking up and old 8800GT Block I had for the missing hex screw (luckily same length and threading) and then taking a dremel to my brand new Swiftech Apogee XT's so I could finish my install without waiting yet another week from what correctly turned out to be a sad fiasco.

See posts: Here, Here and throughout the next page or two from there on out.
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SR2 OverKill
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post #2 of 54
i'm glad i don't go through frozen, beyond annoying ordeal you had to deal with.
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Old man river
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post #3 of 54
Thread Starter 
Quote:
Originally Posted by JE Nightmare View Post
i'm glad i don't go through frozen, beyond annoying ordeal you had to deal with.
Agreed. Also found this on the webs , July of this year reviews or this one or here .............

anyways I wont rant on .... If you buy from either of these companies. Be circumspect and proactive unless you have naturally low blood pressure and would like a healthy spike to 200 over 120 .
Edited by ShtSh00ttr - 9/13/10 at 12:52pm
SR2 OverKill
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SR2 OverKill
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post #4 of 54
Eww. That's one royal mess... I'm glad I didn't have trouble with them when I got some accessories.
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post #5 of 54
Thread Starter 
Most companies dont give your trouble when your giving them money. The issues that show the merit of a retailer is how they handle blunders, mix-ups, mess-ups and the like . FrozenCPU isnt the source at fault here, but they are def. not operating with any understanding of customer service or not biting the hands that feed you.
SR2 OverKill
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SR2 OverKill
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post #6 of 54
I've made many purchases from koolance directly, and I've never had a problem. I just placed my first order with frozen cpu for a stubby fitting and some tubing, so we'll see how that goes.

Sorry man, I know how you feel though. Online purchases are the most frustrating thing ever to deal with when something goes wrong.
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post #7 of 54
FrozenCPU had some Yate Loon's on sale for $2.99. So I was going to buy 4. While I was checking out, I noticed it said $17.64 for USPS Ground(4 to 7 business days). I went to Jab-Tech and they had the Yate's for $2.80 or 5 for $10, shipping of $7.80(USPS 4 day priority) was listed right there without having to stick anything in the 'cart'. $18 is a great deal for 5 Medium speed Yates!

Have not bought from FrozenCPU yet, cause I keep finding better prices at other retailers!
post #8 of 54
is performance pcs.com a better seller? im thinking of buying a different side window for my case for a cleaner look...and dont want to get handled like a shmuck
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Voodoo Omen x79
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post #9 of 54
Quote:
Originally Posted by d33r View Post
is performance pcs.com a better seller? im thinking of buying a different side window for my case for a cleaner look...and dont want to get handled like a shmuck
http://www.performance-pcs.com/catal...e=shippinginfo

Read their "Refunds and Exchanges" policies. Not really what you'd call fair, IMO, plus they have quite a nasty customer service history. I only generally recommend buying from there as a last resort; if NOBODY else has the item you're looking for, I should say.
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Deep Blood
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Hard DriveOptical DriveCoolingOS
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post #10 of 54
Quote:
Originally Posted by d33r View Post
is performance pcs.com a better seller? im thinking of buying a different side window for my case for a cleaner look...and dont want to get handled like a shmuck
PPCs customer service is on par if not worse than FrozenCPU. I only do business with PPC's when absolutely necessary.
    
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