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Extremely poor recall/RMA experience


Taroskin
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So I RMA'd my Platinum SE due to the recall and the fact that it was leaking, over a month ago. It still hasn't even been picked up from my house, and there has been multiple mishandlings of this issue on the Corsair side.

 

My ticket number is #872368. The whole thing is becoming a bit ridiculous and my patience is being stretched... :/

 

Is someone from Corsair able to step in and fix this?

 

 

This is my most recent message on the ticket:

 

 

"DHL have now attempted to pick this package up 3 times. It has been delayed for multiple weeks due to you not sending me the label initially, and DHL showing up seemingly randomly at my house while I was at work asking for a package I had no idea about and had no label for. The 2nd time, they did pick it up but it was refused as you didn't put an account number on the label/in the system when it was booked. So they delivered it back to me.

 

Now they refuse to take it, the third time, because:

 

A) You sent me one part of the label. There are 3-4 parts for all international labels.

 

B) You bought an international label, (WPX). You have bought the label to ship it to the Netherlands which is what you put on the online form, so the barcode picks up the shipping-to address as in the netherlands (from UK), but on the label you have put the destination as Bolton (UK), which is obviously not an international shipment - I live less than an HOUR from Bolton. The label cannot be used to ship it to Bolton, and since your Corsair UK Bolton address is on the label they cannot do anything about it. Even if it did have the correct address on it (the Netherlands address), they wouldn't have been able to take it without you giving me the other parts of the label.

 

 

This is EXTREMELY frustrating and getting beyond ridiculous... I have been without a CPU cooler for over a month now. Can someone please sort this out and manage/inspect all aspects of this. Can you please just ship me a replacement cooler in advance? My cooler was a month old when I RMA'd it. I have actually waited longer for this RMA to be picked up than I even owned the faulty product. "

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Hi Taroskin,

 

Sorry about the rough experience you have been having with the RMA process. I know how frustrating it can be not having access to your PC because of that.

 

I spoke with one of our customer service reps about your ticket to get this taken care of.

We are sending you a replacement cooler in advance of you having to ship out the bad unit. You should receive an email from DHL with the corrected label shortly after receiving the new H100i Platinum SE.

 

I'm sorry about any inconvenience this may have caused. I hope this alleviates the issue.

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Hi Mike,

 

Thank you very much for the prompt resolution. I do appreciate all the time everyone is putting into the issue on the Corsair side, and understand that mistakes happen and some issues can be out of your control (DHL have been a major pain in the butt in particular - their system is the opposite of intuitive).

 

Looking forward to getting a final resolution.

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Hi Taroskin,

 

I'm glad I could help. The customer service team gave me the tracking number for the new cooler. I'm going to PM it to you just in case the tracking hasn't been sent already.

 

Again sorry for the mess this caused but I appreciate your understanding.

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