wk9l Posted February 12, 2008 Share Posted February 12, 2008 I would like to express how dissapointed I am with Corsair Support at this time. I sent in the RMA for my 2x1GB corsair chips on October 9, 2007. Thats over 4 months waiting for the replacement hardware on ~$100 worth of chips. I've sent a couple of emails and tried to call the support line on occasion but haven't really made a giant fuss about not receiving faster service until today. I am posting this information for 1 reason, which is to warn potential Corsair buyers of the risk of having to deal with this support organization. I've seen similar posts which were usually responded to with two or three counter statements. First, this is just a forum and the place to actually have someone do something about your late RMA is to email (whatever@corsair) or call support between 8-whatever. I've done that and it hasn't helped. I'm doing this in the hopes that it helps someone else. Second, why don't you email support and see if they can expedite. I don't believe it's good customer service to pull favors for a squeaky wheel. If the Corsair support organization doesn't want to help me as a Corsair customer, I won't help them as a Corsair customer (nor will I recommend anyone help them). Third, (and this isn't really a suggestion but) Corsair can't ship memory if it doesn't have any to ship. This is just nonsense. I'm sure Corsair has cranked out enough chips in the past 4 months to send 2 of them to me. And to be honest, it's not my problem. If Corsair doesn't have the bandwidth to offer adequate support, they should suffer for that business decision and it's our job as consumers to enforce that. I went out after 2 weeks of not receiving the memory about purchased 2 cheap slow chips to run my machine. Life goes on but it's absolutely frustrating to have to deal with this kind of stuff. I've sent in another email and am waiting to hear that my memory will be shipping in the next 24 hours or I'm contacting the better business bureau and a few trade mag editors. (Heck, at this point, maybe i'll do that anyway...) Good luck to all of you existing Corsair customers and please be warned if you are considering becoming one.... Link to comment Share on other sites More sharing options...
Corsair Employees RAM GUY Posted February 12, 2008 Corsair Employees Share Posted February 12, 2008 I am sorry that happened and I do not know why but I will be happy to try to help you. And I agree with waiting since October is not acceptable, and I dont understand why if you talked to our customer service they would not take care of you that is not realistic. I think its best if you can call and ask for me 800-205-7657 and I will make sure this gets resolved today. Link to comment Share on other sites More sharing options...
kenmack Posted February 13, 2008 Share Posted February 13, 2008 I've been waiting since my parts-have-been-received email dated 01/18/08. That's close enough to a month to call it that. Case #401389 Link to comment Share on other sites More sharing options...
Corsair Employees RAM GUY Posted February 13, 2008 Corsair Employees Share Posted February 13, 2008 I've been waiting since my parts-have-been-received email dated 01/18/08. That's close enough to a month to call it that. Case #401389 Your case states that you sent in TWIN2X2048-5400C4, however the parts received were TWIN2XP2048-6400C4. Please contact our customer service at 888-222-4346 and dial "0", (510) 657-8747 or email rmaservice@corsairmemory.com to get this issue resolved ASAP! Link to comment Share on other sites More sharing options...
wk9l Posted February 14, 2008 Author Share Posted February 14, 2008 I spoke to customer support today (which is a pain for me because I feel like i'm too busy to call at work and then too busy when I come home and deal with the kids) which I hate doing. I'd much rather resolve these things via email. I didn't have my RMA# handy and I asked the nice lady to look it up by name. She said she couldn't (why the hell not?) so I told her I sent an email a few days ago that was never responded to. I told her the email was easy to find because it was written in all caps, had a line of asterisks across the top with the word URGENT in the middle. Eventually she found it and asked me to hold for a few minutes. Why wasn't my email answered in the first place? I know they weren't overwhelmed because the nice lady told me there were only 7 unaddressed emails in the "inbox." Sorry Corsair, that's another strike for bad customer service in my book. When I came off hold I suppose the nice lady figured out what the deal was with my story and offered expedited service. Next day delivery of my replacement parts. I got my email confirming this shortly after the conversation so it sounds like it's going to happen. Oddly I was given a different RMA number which is fine with me but I can't help wondering if i'm getting some other poor schmuck's RAM and he's going to be writing a thread like this in the forum 4 months from now. :). So far so good. My memory should be here tomorrow. I'll hopefully post one more time to let everyone know what a great job Corsair did with the recovery of my botched support job. Oh, and the explanation as to what took 4 months to figure out was this. When the faulty ram was confirmed the support ticket was auto closed and the delivery order for my part was not generated. I believe there is an email associated with this auto generated delivery thing so my advice to all is if you don't receive the email confirming your replacement part has shipped, you may want to confirm via customer service because it might actually be ready and your ticket could be incorrected queued. Link to comment Share on other sites More sharing options...
kenmack Posted February 14, 2008 Share Posted February 14, 2008 when they were going to tell me about this problem with my RMA?:confused: Link to comment Share on other sites More sharing options...
kenmack Posted February 14, 2008 Share Posted February 14, 2008 Thanks for letting me ride on your thread wk91. I sent in TWIN2XP2048-6400C4 with the LED modules. Corsair no longer supports these and cannot replace them. What's more, unless my MB fried them, they might not have been defective. However, the customer support rep said that they cannot be retrieved and were likely destroyed (it sounded more like he/they did not want to go find them). To their credit, they are upgrading these to 1066 but with slower timing (5,5,5,15 vs, 4,4,4,12). They are also swapping out the matching pair that are in my PC now. I'm sure going to mis my modules though. http://i132.photobucket.com/albums/q15/kenmack830/web-Left-Opened.jpg Link to comment Share on other sites More sharing options...
Corsair Employees RAM GUY Posted February 14, 2008 Corsair Employees Share Posted February 14, 2008 wk9l I am sorry about that and I will look into customer service email, why it was not answered. But please let me know when you get the modules. However, I think that issue was complicated because we changed our accounting system a few months back and some of the cases slipped through the cracks, so again I apologize. kenmack I am sorry but most of the XPert modules have been discontinued because they are not RHOS compliant and we could not sell them in Europe. Link to comment Share on other sites More sharing options...
wk9l Posted February 15, 2008 Author Share Posted February 15, 2008 I got home from work today to find my CMX2X1024-6400 chips sitting on my front steps which is exactly what I was hoping for. Thank you Ram Guy and Corsair support for the recovery of my situation. I will probably not purchase Corsair products again in the future. Between having my memory chips go bad on me after a couple of months of ownership and the support issues i've had i'd rather buy elsewhere. But, the reality is, my case is probably the exception and there are tons of happy Corsair customers out there. So, make up your own mind. I've made up mine. Link to comment Share on other sites More sharing options...
Corsair Employees RAM GUY Posted February 15, 2008 Corsair Employees Share Posted February 15, 2008 I do understand and I wish you the best please let me know if you have any questions! Link to comment Share on other sites More sharing options...
spincycle Posted February 23, 2008 Share Posted February 23, 2008 I'm glad some of you are having things resolved. My QUAD2X4096-8500C5DF modules were sent in in January, and received on 2/1/08. Since then, I've heard exactly zip about their status. The website shows no update on the case. Emails to TS have gone unanswered. It's now more than three weeks since they arrived at Corsair, and a month since they left here - a month in which I've been using a single stick of old, slow RAM, and a month that I've been unable to do any serious image editing work at home. It's clearly not an availability issue, since these modules are commonly available from retailers. RMA 1043471, "Case" 409633. (why have different case #'s & RMA #'s?) I've been buying Corsair for many years, and have always been happy with that decision. But as some folks above have noted, this doesn't feel right, and it doesn't seem like the Corsair we've all known and loved over the years. I hope that ths turns out to be a temporary problem at Corsair. Link to comment Share on other sites More sharing options...
spincycle Posted February 23, 2008 Share Posted February 23, 2008 Does anyone else think that customers shouldn't have to make special inquiries like this in order for things to get done? And why bother having a status page on the web if it's never updated? This is worrisome. Link to comment Share on other sites More sharing options...
Wired Posted February 23, 2008 Share Posted February 23, 2008 RMA 1043471, "Case" 409633. (why have different case #'s & RMA #'s?)Different systems. RMA system existed WAY before the TSX system, which uses case #s. You can have a case and not need an RMA :) Link to comment Share on other sites More sharing options...
Corsair Employees RAM GUY Posted February 25, 2008 Corsair Employees Share Posted February 25, 2008 Does anyone else think that customers shouldn't have to make special inquiries like this in order for things to get done? And why bother having a status page on the web if it's never updated? This is worrisome. I agree with you, please contact our customer service at 888-222-4346 and dial "0" or (510) 657-8747 and they should be able to let you know whats going on. Link to comment Share on other sites More sharing options...
spincycle Posted March 2, 2008 Share Posted March 2, 2008 I agree with you, please contact our customer service at 888-222-4346 and dial "0" or (510) 657-8747 and they should be able to let you know whats going on. Well, a phone call revealed that the parts are on backorder, even though they seem to be quite readily available from retailers. It seems to me that this kind of information is exactly the kind of thing that should be posted on the RMA status page that we're supposed to use to find out the status of our RMA. Moreover, emails to TS asking for more information than is available on that page should be replied to. Sorry if this seems overly demanding, but it seems to me like there's a systemic problem at Corsair regarding customer service and the flow of information. If people need to call in order to extract any information, then Corsair should get rid of the TS email address - which apparently is useless - and ditch the RMA status page, since it doesn't include useful information for RMA cases like this. Link to comment Share on other sites More sharing options...
KatFish Posted March 3, 2008 Share Posted March 3, 2008 Just to add a quick note on TS email ... I sent in two emails this last week, no response. Granted, the product I was emailing about is more than likely out of production and no longer supported, a simple reply would have been nice to answer my question though. :sigh!: So I posted here in the forums a couple days ago with the same question, but no responses yet. :(: Link to comment Share on other sites More sharing options...
DerekT Posted March 3, 2008 Share Posted March 3, 2008 Sorry if this seems overly demanding, but it seems to me like there's a systemic problem at Corsair regarding customer service and the flow of information. If people need to call in order to extract any information, then Corsair should get rid of the TS email address - which apparently is useless - and ditch the RMA status page, since it doesn't include useful information for RMA cases like this. Not demanding. There are systemic issues with RMA. I have found this to be the case myself. Too many cooks and not enough responses. There should be a method to inform the RMA client of back order. That is not acceptable and has also happened to me. I now perform my own exchange and set the RMA on the shelf hoping it will come and it does but I should be informed of RMA backorder. You should be informed of RMA sending and a tracking order. This also does not happen. You should be able to access the website and see what's happening. So, in theory, you send an RMA. RMA is approved with e-mail sent to you informing you of the approximate (days) until it will be filled or informing you of backorder and approximate (days/weeks) until the back order will be filled. You should be able to access the website and see this updated there as well. That puts your mind at ease. If you are told the order will be filled but something happens (and things do happen in life) and you are put on backorder, you should be e-mailed and informed of this rather than having to phone them weeks later when you are not irritated. Hopefully they fix this issue as I love Corsair DRAM, their site is great and they DO approve RMA very well. So, yes, I do understand your frustration. I have felt it myself. Link to comment Share on other sites More sharing options...
Corsair Employees RAM GUY Posted March 3, 2008 Corsair Employees Share Posted March 3, 2008 I am sorry about the issue you all have been reporting and we are looking into these things to see what can be done to rectify these issues. However, should you run into this issue it is always best to call our customer service and they will do their best to help you. Link to comment Share on other sites More sharing options...
spincycle Posted March 4, 2008 Share Posted March 4, 2008 Hopefully they fix this issue as I love Corsair DRAM, their site is great and they DO approve RMA very well. Agreed. In spite of these issues, which I do think are real, I'm also a faithful customer, and hope to continue to be. Corsair makes great stuff, and I've been happy with my many purchases over the last several years. My criticisms of Corsair are really only meant to help the company do better. Link to comment Share on other sites More sharing options...
DerekT Posted March 4, 2008 Share Posted March 4, 2008 Agreed. In spite of these issues, which I do think are real, I'm also a faithful customer, and hope to continue to be. Corsair makes great stuff, and I've been happy with my many purchases over the last several years. My criticisms of Corsair are really only meant to help the company do better. I totally understand and agree with you. Link to comment Share on other sites More sharing options...
Corsair Employees RAM GUY Posted March 4, 2008 Corsair Employees Share Posted March 4, 2008 As I understand and also agree with you all. Link to comment Share on other sites More sharing options...
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