The Corsair User Forums  

Go Back   The Corsair User Forums > Customer Service > Warranty and RMA Questions

Reply
 
Thread Tools Search this Thread Rate Thread Display Modes
  #1  
Old 05-22-2018, 01:03 PM
daedalusleto daedalusleto is offline
Registered User
 
Join Date: May 2018
Posts: 0
POST ID # = 955706
daedalusleto Reputation: 10
Default Terrible support experience

I own an AX1200i PSU that I purchased two years ago. I started getting the red light shutdowns, and discovered that it was due to one of the accessory ports shorting and melting. No complaints about that part, I understand stuff happens, and OCP did a great job of preventing any of my connected equipment from being damaged.

Things started to go wrong almost immediately when I reached out to support for an RMA (ticket 727125).

I purchased my PSU from a small retail store that has since gone out of business. I have my receipt, which I attached.

First, I am told that my receipt is invalid because it does not show VAT on it. I live in the US, we do not have VAT here. I point this out, and reiterate that the store I purchased this from is no longer in business, so the receipt I have is all I'm going to get.

Then I am told my receipt is invalid because it's not from an Authorized Retailer. Try as I might, I cannot find anywhere on Corsair's site or warranty documents where it says that purchasing from an authorized retailer is a requirement for warranty service, nor who or what qualifies as an authorized retailer.

I was offered a "one time exception" if I can show an invoice from an Authorized Retailer (again, no indication of who or what that is) for any other Corsair product. I can do that, but this is beyond the pale. I should not require a "one time exception" to get warranty service on an item covered by a 10 year warranty, when it has only been on the market for a little over 6.

Stand behind your products, please. And knock it off with this "authorized retailers only" mindset that forces small computer shops out of business.
Reply With Quote
  #2  
Old 05-22-2018, 05:06 PM
Corsair StormShadow's Avatar
Corsair StormShadow Corsair StormShadow is offline
Corsair Employee
 
Join Date: Feb 2016
Posts: 207
POST ID # = 955745
Corsair StormShadow Reputation: 10
Default

Quote:
Originally Posted by daedalusleto View Post
I own an AX1200i PSU that I purchased two years ago. I started getting the red light shutdowns, and discovered that it was due to one of the accessory ports shorting and melting. No complaints about that part, I understand stuff happens, and OCP did a great job of preventing any of my connected equipment from being damaged.

Things started to go wrong almost immediately when I reached out to support for an RMA (ticket 727125).

I purchased my PSU from a small retail store that has since gone out of business. I have my receipt, which I attached.

First, I am told that my receipt is invalid because it does not show VAT on it. I live in the US, we do not have VAT here. I point this out, and reiterate that the store I purchased this from is no longer in business, so the receipt I have is all I'm going to get.

Then I am told my receipt is invalid because it's not from an Authorized Retailer. Try as I might, I cannot find anywhere on Corsair's site or warranty documents where it says that purchasing from an authorized retailer is a requirement for warranty service, nor who or what qualifies as an authorized retailer.

I was offered a "one time exception" if I can show an invoice from an Authorized Retailer (again, no indication of who or what that is) for any other Corsair product. I can do that, but this is beyond the pale. I should not require a "one time exception" to get warranty service on an item covered by a 10 year warranty, when it has only been on the market for a little over 6.

Stand behind your products, please. And knock it off with this "authorized retailers only" mindset that forces small computer shops out of business.
PM me your ticket number and I will look into this.
Reply With Quote
  #3  
Old 05-22-2018, 07:45 PM
daedalusleto daedalusleto is offline
Registered User
 
Join Date: May 2018
Posts: 0
POST ID # = 955768
daedalusleto Reputation: 10
Default

PM sent. Ticket number also appears in my post. :)

Thanks for looking into this!
Reply With Quote
  #4  
Old 05-29-2018, 02:42 PM
daedalusleto daedalusleto is offline
Registered User
 
Join Date: May 2018
Posts: 0
POST ID # = 956553
daedalusleto Reputation: 10
Default

StormShadow, do you have an update to provide?

I've continued to go round and round with Richard TS, who appears to be unable to remember from one message to the next what we have already discussed. I keep getting asked the same questions over and over again.

This experience has only been getting worse.
Reply With Quote
  #5  
Old 05-30-2018, 03:28 PM
Corsair Calico Jack's Avatar
Corsair Calico Jack Corsair Calico Jack is offline
Registered User
 
Join Date: Oct 2016
Posts: 116
POST ID # = 956708
Corsair Calico Jack Reputation: 10
Default

@daedalusleto

Can I get your ticket number so I can take a look?
Reply With Quote
  #6  
Old 05-30-2018, 04:17 PM
Corsair Calico Jack's Avatar
Corsair Calico Jack Corsair Calico Jack is offline
Registered User
 
Join Date: Oct 2016
Posts: 116
POST ID # = 956719
Corsair Calico Jack Reputation: 10
Default

Hi Daedalusleto,

I found your ticket number from the OP. There is a response on your ticket in regards to this.
Reply With Quote
Reply

Thread Tools Search this Thread
Search this Thread:

Advanced Search
Display Modes Rate This Thread
Rate This Thread:

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off

Forum Jump


All times are GMT -4. The time now is 03:43 AM.


Powered by vBulletin® Version 3.8.7
Copyright ©2000 - 2018, vBulletin Solutions, Inc.