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Horrible Customer Support (R241138)


whoaboy

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I'm almost near the point of plastering gaming forums all over the internet about the horrendous customer support of Corsair and to advise everyone to avoid Corsair products at all cost. Let's be honest, a large percentage of people purchasing high end memory modules from Corsair are gamers.

 

My own RMA experience along with everything I am reading here in this Customer "Care" forum just sounds like absolutely piss poor customer service.

 

Let me just copy and paste what is written in my RMA form...

 

CORSAIR REPLACEMENT COMMITMENT:

* Once your package is received, and the contents verified with your original RMA request, Corsair will ship your replacement order. This process is handled within 24-48 hours of receiving your package.

* Corsair customer service will contact you within 24-48hrs if we are unable process your RMA based on the contents of the package we receive. All replacement orders are shipped via UPS services. A tracking number is available upon request.

 

Some committment. Neither of these things have happened.

 

You received my defective product last Monday on April 2nd. I went an entire week and leave a message on your voicemail last Friday asking what the status is. The voicemail states I will get a call back by the end of business. Do I hear back? Of course not. Do I hear back on Monday? Nope.

 

So I call back on Monday and finally get a hold of someone. Of course he says his system shows they haven't received the product yet. That seems to be the canned response both here on the customer "care" forums and on the phone. I give the guy my tracking number and he says that he can ship it out now that he has the tracking number. So I call back today just before closing around 5:15pm, and lo and behold, the RMA rep has no idea about that conversation yesterday and apparantly doesn't have any of the info in any sort of a call log or anything. She gives me the other canned response I see here on the forums, that they were working on their "systems". I told her I have been waiting for my replacement product to be shipped out since last Monday. She said she would make sure my replacement gets shipped out tomorrow morning.

 

Will it happen? I'm thinking "probably not". But either way, I'll be back to say whether it was shipped or not.

 

Why bother to give the illusion that you have any intention of responding to RMAs in a timely manner with what is essentially outright lies about how quickly you will ship replacements?

 

Let me give you an example of good customer service. I received a defective EVGA 8800 GTX video card and without even having to send a single e-mail or talk to a single customer service representative, EVGA sent me the replacment video card via overnight UPS within 1 day of me putting in the RMA and gave me 14 days to send back the defective video card with a pre-paid overnight return label.

 

Yes, they sent me the replacements first, and allowed me to send the defective part after.

 

Is this really a bar that is simply too high for Corsair to meet?

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  • Corsair Employees

I am sorry that you are not happy but if we have not got the package how is that bad customer service. In addition, If EVGA is offering advanced replacements that is great but most companies do not as we do not sell direct its not as easy as you might think. However, I have asked our customer service to look into your case and see if there is anything that can be done.

Do you happen to have tracking information from the shipper you used?

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I am sorry that you are not happy but if we have not got the package how is that bad customer service. In addition, If EVGA is offering advanced replacements that is great but most companies do not as we do not sell direct its not as easy as you might think. However, I have asked our customer service to look into your case and see if there is anything that can be done.

Do you happen to have tracking information from the shipper you used?

It's bad because you HAVE gotten the package. It was delivered and signed for by F. GARO last Monday (4/2/07) according to the FedEX website.

 

Tracking number is 689620142260. Shipped via 3 day Air FedEX.

 

http://www.fedex.com/Tracking?ascend_header=1&clienttype=dotcom&cntry_code=us&language=english&tracknumbers=689620142260

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Called back again just now. Here's the status.

 

Not shipped. According to the rep I spoke to today, she didn't even have the FedEX tracking number that I have given to them two other times now (Monday and Tuesday). Is there no place for the reps to put information gathered during calls?

 

The lady I spoke to was very nice, and assured me that it would go out today. I asked when I could call back to check and see if it was shipped. She said call back by 3pm just to be safe.

 

I'll do that. I'll let you know either way if it actually gets shipped or not.

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Well, called back, it's roughly 3pm.

 

Still not shipped. However his system did show that there was a request for shipment for today and that it should ship out tomorrow morning.

 

*sigh*.

 

Monday - Was told "Your package will ship out right away" - Didn't ship.

 

Tuesday - Called at 5:15pm. Was told "Shipping closed at 5pm, but your package will ship out tomorrow morning."

 

Wednesday - Called at 11am, still hasn't shipped. Was told "your package will ship out today, call at 3pm to check and make sure". Called at 3pm and was told, "no hasn't shipped yet, should ship out tomorrow morning".

 

Tomorrow will be 10 days since you have received my defective product. The "Corsair Commitment" is in full effect. :roll:

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Well, I did happen to get an e-mail. And what do my eyes behold? So I'm down for a FULL MONTH?

 

Newegg has it in stock, I should've just RMA'd with them which is where I bought it from.

 

What is the possibility of just having my defective memory returned to me? Newegg somehow has it in stock.

 

Hi Mr. X,

 

I wanted to inform you the part that we are returning is on backlog and in high demand. This does have a ship date of May 2,2007 and I have scheduled this to go overnight.

 

I am so sorry for the inconvenience.

 

Thank you.

 

Genevieve Reyes

RMA Support

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Well, I received an e-mail from Hussain Karmally today, the RMA Support Supervisor. I'm a bit confused by the e-mail though. Here is the e-mail...

 

Hi Ben,

I apologize for the delayed response I have placed an order for your replacements to be shipped out to you. I will give you a call on Thursday morning to confirm this shipment please let me know if you have any further request. Talk to you soon.

 

Regards,

Hussain Karmally

RMA Support Supervisor

 

Today is Thursday. Which Thursday is he talking about? Does the e-mail mean he is intending to ship out my order immediately? Overall, the e-mail is really confusing.

 

This whole process has just been completely horrible. I've had 4 RMA representatives tell me on the phone that my replacement modules are going to ship "immediately", "today", and "tomorrow morning". I then receive an e-mail saying it's suddenly on backlog and won't be available for a full month after you received my defective modules. And then I receive this e-mail from the supervisor saying he's placed an order to have my replacements shipped and will call me on Thursday. :confused: I don't think I could be more confused at this point. I've had so many people tell me so many things with much of it being outright lies (the RMA reps telling me my replacements will ship immediately) I just don't even know what to believe anymore.

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  • Corsair Employees

First thing, I am sorry but in all fairness its still early, and Hussain is not at his desk he is in shipping working on orders to make sure they get processed and checking on other RMA's. as soon as he returns I will ask him to call you, but please have a little patience he is working on your case as well as others. If you dont hear from him by 1 PM please call me at 800-205-7657 and ask for Ram Guy I will personally see this gets done.

 

 

I just spoke to Hussain and he told me he has called twice and left you a message.

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I'm certainly not out to damage the name of Corsair unfairly. So it's only right that I report any good news as well.

 

I got back from a meeting at work and had a couple calls from Hussain (RMA Supervisor) asking me to call him back. He even gave me his personal cell phone number in order to help facilitate communication.

 

I gave him a call and he gave me open and honest answers to what is going on and sincerely apologized for the inconviences. There was unfortunately no truly good news as the memory is on backlog until May 2nd, however it is good to finally get the straight truth and not wonder whether or not what I am told will truly come to fruition.

 

I'm very sensitive to technical complications, as I am myself a Sr. Windows Systems Administrator and understand the complexities involved when making major changes to any technical infrastructure, but I also understand that an appropriate amount of testing and planning along with contingency plans in anticipation of disasterous situations can help avoid situations like this >99% of the time. I well understand this myself as I am the project lead for planning and performing a complete Domain upgrade for my company coming at the end of the month.

 

In any case, it's unfortunate that the RMA staff has to bear the brunt of customer backlash due to poor execution of a project by their IT department (I assume).

 

However I do think some responsibility does lie with the RMA staff as well. While I can't vouch for any of the other customers posting here, I can personally say that I would've been far less frustrated by the RMA process if I had just been told immediately during the first phone call to an RMA representative that the replacement memory is unfortunately on backorder, rather than telling me several times in a row it would ship out immediately. Even better if I had been contacted directly after 72 hours of Corsair receiving my defective modules instead of me having to chase down the RMA staff myself.

 

In any case, at least now I'm confident in how this will proceed and I shouldn't need to log in here further until May 2nd.

 

I'll be back then to (hopefully) provide a conclusion to this line of events.

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  • Corsair Employees
I do appreciate you taking the time to post your concerns and comments and I agree we have made some errors and are working hard to resolve the errors we have found. And your comments are very important. We have made some major changes in the last few weeks but there is for sure no excuse to not get correct information shipping information and I will make sure the correct person see' your post if they have not already. Trust me management reads the forum almost as much as I do. But should you need it you know how to contact me and please let me know how you make out!
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