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RMA, K95 RGB cherry red no longer produced?


Astryd
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Edit:

This is my disastrous story of RMA with Corsair:

21th June 2016: Request RMA for my K95 RGB (very hi end keyboard) to official Corsair reseller (this is the fastest way, the official reseller can replace a keyb with a new one in the store). Sadly the store tried to replace my keyb with a different type telling me is no longer produced but was not true so was obliged to ask Corsair to replace with the same type.

4th July 2016: The store sent my keyboard for RMA to Corsair

29th July 2016: Corsair has confirmed the replacement

13th October 2016: After a lot of my mails this is Corsair reply through the official store:

--->

Sorry for late reply, I just back to work since it’s our national holiday days ago.

Since we ran out of stock now, current plan for 1pc CH-9000220-NA will be shipped by 10/28.

Tracking number will be provided once delivery is made than. Thanks.

Best regards,

 

Sales Operations Specialist, CSG

<---

07th November 2016: no more news from Corsair, only silence, I think I will see my keyb next year near February or March for the Christmas holiday because Corsair has the worst RMA of all the world.

In my life I had some RMA procedure but never had this problems,often they replaced me the product in less than a week, this is a shame!!!

Until last week I was very angry but now I am only sad and resigned, I'm starting to think that this story will never have an end, a lot of money thrown in the garbage :(

 

25th November 2016: Only silence and no keyboard, maybe Corsair went bankrupt.

 

EDIT 13th December 2016: After almost 6 months the keyboard returned home, strangely I am very happy but the frustration and the tension of these 6 months have changed into angry when the keyboard turned on as the end of this bad experience and is really hard to use a keyboard thinking all the time that it can break and live again this 6 months, I hope with time this bad feeling will pass but I think Corsair needs to think on my story seriously, the worst for a company and his products is what people think when they want to buy and is someone have to think to this 6 months is really hard to buy!

 

Original:

Hi,

I had a problem with my K95 RGB cherry Red ch-9000082-NA so I sent back for RMA to the store but He told me that the cherry RED version is no longer produced and I have to move to Brown version of the same Keyboard but I don't like it, is real?

K95 Cherry RED is dead? If yes, why?

Please, is urgent, I have to reply today to store request!

Edited by Astryd
The arg is changed
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The layout is NA but the code is no more CH-9000082-NA, now is CH-9000220-NA but are the same keyboard so I hope someone can explain better what means in RMA, the warranty say I can have the closer product to mine
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Corsair costumer service officially wrote me in a ticket that my keyboard is still produced. I hope to find a pleasant way with the store to solve the problem

 

let me be honest with you never RMA with a store if you can RMA with corsair 50% of the time their going to do what Corsair will do the other 50% of the time they will try and be a huge pain in your ***.

 

And what problems were you having with your K95

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CH-9000082-NA is the keyboard with the "old gaming logo" that is indeed no longer produced. CH-9000220-NA is simply the new SKU for the same keyboard with the "updated" NEW Corsair logo. Other than that there are no differences.
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@terabyte: true! The same thing I said to the store

 

@zheren159: yes, my fault, but in Italy usually when something is broken you have to send it to someone, can be the store or the service center because, to certify the problem and the shipment prize here are really high and highest for international shipment so the best choice is to sent to local store and is really rare to have this problem.

 

I love my K95 RGB cherry red but I had soon some little problems with some keys that sometimes (more or less one time a month) become harder to push and with a lag to return in position but after some time, from 5 min to a night, the keys returned to optimal status so never was a big problem. Two days ago the left arrow had the same problem, in less than 5 min was solved but this time the key stopped to work and started to have a strange sound like the metal contact came off. Now I think many keys will have the same problem.

However never heard nothing about this problem so is hard to find the causes, the most import thing is that I can have my beloved keyboard back under my fingers

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@zheren159: yes, my fault, but in Italy usually when something is broken you have to send it to someone, can be the store or the service center because, to certify the problem and the shipment prize here are really high and highest for international shipment so the best choice is to sent to local store and is really rare to have this problem.

 

Well that sucks their giving you such a hard time. They should jsut replace it with a keyboard that has the new logo... Also i think Corsair has a RMA center in the UK. So shipping might not be that bad, ther way i would ring them up and see what they can do.

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Sure, is really ridiculous, the store say that don't has the new code, Corsair say that they need only the lot code but don't wants to call their "Authorized Premier Resellers", what means have official resellers if they can't talk.

So the store refuse RMA and I'm waiting Corsair customer service because when the problem was of the store they ask only the proof of purchase and picture of lot code and now that can be theirs problem seems wants a proof.

 

I already spent 20 euro to send the keyboards to the store and can cost more than 35 euro to send to uk service center, maybe 50 euro.

I can't understand why nobody wants to call this store!!!!

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Absurd, in first time for the Corsair service no need to send the keyboard, was pleasant and wants to solve the problem, now I insisted for help and asked me to send the keyboard in Netherlands!!!

I can't understand why they changed idea also because they are in fault with their shameful "authorized premier reseller", change store pleaseeeeee.

A phone call, a banal phone call and they can solve the problem, 2 minutes but is impossible for them is simplest spent a lot of money and time of all the parts involved in RMA instead of stupid phone call.

I'm really angry.

I think I will act lawfully against the store, they need a lesson, I hate bullies.

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  • Administrators

I think there may be a translation issue going on here. To be clear, the store's policies are completely separate from ours. We have no power over their policies and procedures. The only way to do an RMA directly with us is via our support portal.

 

We always need to receive the item for an RMA. I don't see anywhere on your ticket where the agent said anything different.

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1:

"Creato da: Jamey TS (6/23/2016 9:02 AM)

We have a RMA depot closer than that. You wouldn't need to send it to the US. However, we do require the product in order to replace it. You would just need the keyboard and the information I request in my previous comment to proceed with a replacement directly through us."

"Creato da: Jamey TS (6/23/2016 10:22 PM)

What exactly is the issue? It would be preferable to attach a picture of the issue if you can."

 

 

2: "Poliecies" is a word that means nothing, there is a warranty and the law so you are responsible if your Authorized Reseller refuse to respect the law. Corsair has to ask excuse if their Authorized Reseller are so rude and refuse the warranty not attack a user that spent a lot of money for a keyboard.

Again "Poliecies" not means that you don't have agent that never speak with the store, how can a store can be Authorized Reseller without speak with nobody? So give me the email of this agent, or for the "policies" the agent can die if reply?

You have only to thank me if I'm telling you that am Authorized Reseller is ruining your work so you can call the store and ask to respect the contract and maybe change reseller instead to attack a consumer

Have I asked to have a combined RMA, Corsair+Authorized Reseller? NO, so what you are speaking about?

I sent a keyboard for legal RMA to your Authorized Reseller so I have the right for RMA, your store is a liar, told me K95 cherry red is no longer produced, is this your "policies", wonderful!!!!

 

In my info request the Agent authorized RMA without picture of lot code so you can broke your "Policies", great, broke also with a phone call, I'm not asking to have RMA with you to the store, I'm asking your Reseller agent to ask the store to respect the law of ALL the store RMA or you like so much your store to not respect the law, have you in your contract or policies a paragraph when the store cannot respect the warranty????

Please tell me clear so maybe I can add directly Corsair when I'll speak with the Judge asking for compensation for all the days I am without my keyboard because the Authorized Reseller refuse to respect the law and because this is the right "Poliecies" for Corsair. As I said I don't like bullies and the time spent with the Judge is always a good time also if no need a layer for this time of request in Italy!!!

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They are asking you to send back your defective (broken ?) device so that they can send you a new one as replacement. I live in Italy myself and I have done the RMA process a couple of times, what is the problem exactly? :confused:
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I spoke about the problem before so this time I can write in Italian, is only a translation.

 

Il problema è tutto loro, non mio.

La freccia sinistra non funziona più e alcuni tasti ogni tanto diventano duri e faticano a tornare in posizione così ho mandato la tastiera al negozio, loro rivenditore ufficiale, che non si sa per quale ragione, mi ha detto che la tastiera non era più prodotta, ovviamente sapevo che non era vero, ma per mettere alle corde il venditore, ho chiesto qui sul forum e sul servizio di assistenza se era vero ricevendone risposta positiva e anche in riferimento al nuovo codice.

A questo punto sulla richiesta di assistenza, che non era di RMA, l'agente Corsair mi ha detto che non era necessario rispedire la tastiera (ho già speso 20 euro per mandarla alla RMA del negozio) ma voleva la foto del codice sulla tastiera e la prova di acquisto, allora ho chiesto conferma prima di farmi rinviare la tastiera dal negozio, ho anche spiegato che le spese di spedizione all'estero erano alte quindi era chiaro per lui.

Nel frattempo ho spiegato al negozio che il codice del nuovo prodotto a loro non serviva perché è la Corsair che decide cosa rinviare in cambio come è scritto sulla garanzia quindi doveva procedere invece mi ha risposto che se la poteva vedere la Corsair direttamente.

L'agente invece di essere chiaro ha continuato a tergiversare e a non volermi dare le informazioni certe e io non vi volevo far rispedire la tastiera con il rischio di ritrovarmi con il cerino in mano e per fortuna, visto come è andata, si vede che hanno trovato strano il fatto che un loro rivenditore ufficiale si comportasse così male e mi hanno chiesto di inviare la tastiera in Olanda invece di verificare il danno magari con un video.

Io la procedura di RMA l'ho già fatta non vedo perché devo pagare di nuovo un altra spedizione per di più internazionale quando ho comprato una tastiera da un rivenditore ufficiale proprio per avere maggior tutela.

Ho lamentato sia qui sul forum che all'assistenza che è loro dovere mettere in riga i loro rivenditori ufficiale perché se non rispettano la legge sono anche loro responsabili, non ho chiesto di intercedere direttamente per il mio caso.

A questo punto insistono con questo fatto delle politiche aziendali che sono solo un modo per imbrogliarci visto che loro stessi non le rispettano e che non significano niente legalmente ne ai fini della garanzia, capisco che può essere un casino se ogni persona chiede di intervenire ma io sto denunciando loro il comportamento molto scorretto e illegale di un rivenditore ufficiale che sta rovinando anche il loro nome ed invece di ringraziarmi e fare il culo al negozio attaccano me. Intanto hanno avviato una RMA senza il codice violando le loro politiche tanto decantate mentre la tastiera è fisicamente dal negozio e assolutamente non voglio che mi venga rispedita indietro per non rischiare di trovarmi in una zona grigia invalidando la garanzia ne voglio essere il pirla che spende il doppio di soldi solo perché la Corsair non è capace di gestire i rivenditori ufficiali, permette che si comportino illegalmente e li giustifica.

Come hanno detto anche altri, basterebbe una chiamata al telefono per dire al rivenditore ufficiale di non campare scuse in aria false per l'RMA e di farla a tutti, punto.

Ora io ho scritto al venditore che se la deve sbrigare lui con Corsair, ma come hai visto negli ultimi tempi in Italia, i bulletti la fanno da padrone e mi sono ampiamente rotto le scatole di farmi mettere i piedi in testa quindi se la soluzione non rientra in giorni io denuncio direttamente la Corsair e il negozio, li porto davanti al giudice di pace e chiederò ad entrambe il risarcimento di una giornata lavorativa media in Italia per ogni giorno di ritardo voluto dalla rinvio della procedura di RMA e la Corsair per aver avvallato questo comportamento, male che vada dovranno comunque muovere il fondoschiena entrambi per venire a Torino, è l'ora che i grandi abbassino la testa davanti alla legge.

Pensare che dovrebbe essere una cosa che si risolve di ufficio, banalissima, non è la prima RMA che richiedo e di solito si risolve in poche ore invece Corsair è il loro rivenditore ufficiale vogliono trovare ogni gabola possibile.

Ripeto, non me la sto prendendo con la RMA diretta della Corsair però i loro agenti devono essere chiarissimi, non doveva dirmi che non era necessario spedire la tastiera e poi cambiare idea, mi ha fatto perdere 4 giorni di tempo che potevo usare per insistere con il negozio, io me la prendo con:

1- L'agente che non è stato chiaro e preciso come io ho più volte richiesto

2- Il responsabile e la responsabilità dei rivenditori ufficiale, non sto comprando su ebay, non è roba usata ma stiamo parlando di una tastiera da 200 euro.

3- Il negozio che, non capisco perché, sta facendo questo casino

4- L'arroganza da bulli delle "politiche" che preferiscono un casino terribile compreso questa cattiva pubblicità e tutta quella che farò da oggi contro la Corsair e quel negozio invece di alzare il telefono e risolvere il problema come ho visto fare tantissime altre volte ed insisto qui proprio per questo motivo.

Spero di essere stato chiaro.

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Nothing!!!

The store continue to say that K95 RGB cherry red layout NA is no longer produced so they refuse RMA.

Corsair should be ashamed of this "Authorized Premier Reseller", in their place, I would have called soon the store to straighten his behavior, this a very dirty stain for this company.

I also asked to the store to pay the shipment and send the keyboard in Holland as Corsair requested but strangely he refused again.

 

I said to the store that if He refuse to send the keyboard to Corsair I'll start a procedure in front of a judge next week, I think this will be the only solution, all this chaos

for a so simple thing, strange company!!!

Edited by Astryd
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Sure, but is not so legal, if I request to send back my the keyboard is like I accept the RMA is successfully ended so if there will be problems I can't do nothing.

Moreover I already spent 20 euro to send my keyboard to the store, is not right I have to spend also 35-45 euro to send to Holland, I'm not reach atm and is my right to have support. The store can send the keyboard to me or in Holland and for the professional shipment is more or less the same price, seems that Corsair can pay the store instead to change the item so the store not want to spend for the shipment, great policy Corsair, really great!!!

For this reason I asked Corsair if there is a way to see the problem without send the keyboard, maybe a video or skype but I can understand that is not possible, the fault is of the store and of the contract between stores and Corsair.

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Where you want to buy? Also in Amazon are all stores.

Corsair (and many others) can have an insurance to pay the shipment for RMA and remove local RMA to simplify all or maybe use the phone.

Also the policy to refund the store is not so right if is too free.

An other problem is the capillarity of the distribution, if there is only a store in one nation is impossible to chose and even worst if you want something different of your language. ATM my keyboard, layout NA, on Amazon is 277 euro, 250 euro on ebay, I paid it 172 euro and the store now sell only IT layout.

The warranty is different in Italy, in Europe, in US and also different from personal and professional, there's no solution, we have to continue to buy and prey.

However next time I have to try before to ask the company to solve the problem, the shipment can be high but is simple.

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  • 3 months later...

Update (all you have to know this if you want to buy Corsair product)

21th June 2016: Request RMA for my K95 RGB (very hi end keyboard) to official Corsair reseller

4th July 2016: after many problems the store sent my keyboard for RMA to Corsair

29th July 2016: Corsair has confirmed the replacement

13th October 2016: After a lot of my mails this is Corsair reply through the official store:

--->

Sorry for late reply, I just back to work since it’s our national holiday days ago.

Since we ran out of stock now, current plan for 1pc CH-9000220-NA will be shipped by 10/28.

Tracking number will be provided once delivery is made than. Thanks.

Best regards,

Bernice Wu

Sales Operations Specialist, CSG

<---

Never know that Cina has a national holiday of 2 months.

So if all will go better I will have my keyboard back more or less on 10th November 2016, NEAR TO 5 MONTHS FOR AN RMA, IT'S A SHAME.

 

I will never buy from Corsair and I'm telling this story to everybody I know and are all shocked and nobody will buy from Corsair.

Good job Corsair, really GOOD JOB.

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This doesn't sound like Corsair's issue, you decided to return the keyboard to the store you purchased from rather then go through corsair RMA directly, if you wanted to return it to the store then you probably should of just asked for a refund if you were still in the return period and just purchased elsewhere, all the store will do is setup a RMA to corsair to get you a replacement, but instead this added a middleman (and probably more delays) to the whole process.

 

I have used corsair rma and support before and it has been great every time, this is one reason I always buy from Corsair, their support is excellent.

 

China national day is 3 days but can run up to 8 days it should be over now though I think OCT 10 was the last day, their new year holiday is much worse.

Edited by noir
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First of all, RMA in official reseller is fastest than directly RMA, 4-5 days, with 1/3 of shipment cost, the store can replace the keyboard with a new one but my store refused to do because not has the right layout, store-corsair problem, not mine.

Moreover I can understand the time spent with the store but after a keyboard is received from Corsair is the same RMA and 3 month to send back a keyboard after was ok for Corsair is a shame, maybe you was lucky but all have to know that RMA procedure can last a LOT of time so you can choose maybe to buy something else and maybe someone of Corsair can read this shame and suggest to change something.

 

 

p.s. RMA is in Taiwan not in China, sorry :P

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First of all, RMA in official reseller is fastest than directly RMA, 4-5 days, with 1/3 of shipment cost, the store can replace the keyboard with a new one but my store refused to do because not has the right layout, store-corsair problem, not mine.

Moreover I can understand the time spent with the store but after a keyboard is received from Corsair is the same RMA and 3 month to send back a keyboard after was ok for Corsair is a shame, maybe you was lucky but all have to know that RMA procedure can last a LOT of time so you can choose maybe to buy something else and maybe someone of Corsair can read this shame and suggest to change something.

 

 

p.s. RMA is in Taiwan not in China, sorry :P

 

Not the right layout? They sold it to you... This isnt a Corsair problem, you need to talk to the store and ask them wtf or RMA with Corsair directly. You were told to RMA with Corsair but you took it to a store where you asked them to complete a RMA for you...

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I know, but is not only a store but official Corsair reseller, you can find this store on Corsair website so if the store has a bad behavior is a Corsair problem.

But this is an old problem I told in the previous old posts, now I'm focusing on time spent from Corsair to send back a product after they test a damaged one and gave the ok and this is only a Corsair problem, 3 month is a shame, they had only to take a keyboard and send it, 2-4 days, not 3 months.

The Corsair RMA office said ok on 29th July 2016 and they ignored me until 13th October 2016, if for you this is not a shame maybe you are reach to buy a replacement but that keyboard was a sacrifice and important gift for me, in this months I had to use a very old half broken keyboard because I don't have money to buy an other one (I use a keyboard 90% for work until 7:00 am to 1:00 am, more or lese 15 hours per day) and now I have wrists pain, why buy to an important company if they has so bad behavior with RMA? With an other company they changed my mouse in less then a week, in an other case the official store gave in my hand at the moment a replacement (official store live for this reason), that is a good behavior, not 3 months, and I think that a lot of people are thinking the same reading this posts.

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