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Does it always take this long?


rockout0

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I RMA'd 2 sticks of TWINX, RMA #r244628, Case #116585. The package was signed for on March 30th at 8:45 am. I have yet to get any correspondence, email, etc. I emailed rma@corsairmemory.com on April 12th, to try to at least get a status report. No response yet.

 

How long does this process normally take and why the lack of customer support?

 

MC

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  • 2 weeks later...

Okay so the replacement sticks that were supposedly going to be shipped out definitely on the 16th or 17th, were not ever shipped to me.

 

I called again today and this time spoke to Kelvin, at extension 287, who said they had not received the parts from me yet. I calmly gave him my UPS tracking number, which showed that Corsair had indeed received my parts on March 30th.

 

Kelvin took a moment and then said that Oh, here's what happened, the replacement parts are on backorder and are going to be shipped to me on April 25th, via UPS Next Day Air, which is how I sent mine back. This means I'll have my RAM back on Thursday the 26th of April.

 

Not holding my breath...

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No package. I've got to say I've never had customer service this poor in any business I've ever done. At this point I cannot believe anything anyone at Corsair says, and I guess I'll be taking my business elsewhere in the future. Not that Corsair will care about losing my business. But at least I won't have to deal with this again.

 

I called at 3:45pm today to check on the package that was to "definitely" ship Wednesday UPS Next Day Air. I spoke to Joanne in the RMA dept. She said that the RAM had been shipped, but they didn't have a tracking number for it. I stated that it obviously didn't ship Next Day Air, or I would have it already. She stated that it did ship NDA, but she would have to go the shipping dept and get a tracking number, and she took my name and number so she could call me with the number.

 

Let's take a vote: how many people reading this think I'll actually be called back. Nevermind, just a rhetorical question.

 

Obviously, once again, I'm not holding my breath. I'll be buying another manufacturer's RAM this weekend to replace the TWINX.

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UPS delivered the RAM today. Left it on the front porch during a monsoon rain, fortunately the plastic saved it from getting absolutely soaked. Good thing it wasn't a box of checks or something paper.

 

So I am happy to say (crossing my fingers that it passes the memtest) that my RMA is now complete, 1 month later. I was surprised that Corsair did ship Next Day Air, like I was told it would. I'm guessing this is because I shipped it to them this way, or maybe because of the excessive delay. This is a good thing.

 

The thing that really bugs me, and is what I will remember most, is the number of times I was told something that was inaccurate. I don't want to think that I was being blatantly lied to, but that the different groups just aren't communicating. However, when someone tells you they will call you back and they don't, well that's just poor service. And oh yeah, it shipped yesterday, but we don't have a tracking number yet. Well it hadn't actually shipped, but it did ship a day later. It seems some folks are being a bit disingenuous.

 

I only take the time to rant and rave when someone has terrible customer service or if they have great CS. I'm done, good luck to all you folks who are in RMA limbo.

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  • Corsair Employees
I am sorry about that, but I assure you this miss information was not intentional and was because we changed our accounting system which caused most if not all of these errors, first in what they told you, they got the information from what the software told them, so please don't think that was intentional because it was most definitely not. And Again I do apologize for the inconvenience. Please let me know if you have any questions or problems.
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So I got my RAM back and noticed a smudge on the heatspreader before I took it out of the package. I didn't think anything of it and I was optimistic that I'd be back in business soon. I took my old RAM (two Corsair 512MB) sticks out of my PC and replaced them with the new RAM (1G Corsair sticks). Guess what? One of them failed memtest just like one of the sticks I sent back. Thanks for nothing Corsair. I can't afford to wait another month just to be screwed again. Unbelievable.
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