Terrum Posted October 25, 2013 Share Posted October 25, 2013 I ordered a SP2500 remote replacement on the 19th, on the same day I e-mailed them to cancel the order as I managed to fix my old remote. I was reassured by the automated e-mailing system of theirs that I would receive a response within 1 working day. However, to my surprise, it was 3 working days and they didn't respond - Perhaps they didn't receive my e-mail for whatever reason, so I sent another. Then a couple of hours later after sending that e-mail, the item was dispatched by UPS...I was ready to get UPS to send it back but they left it a 'safeplace' which I didn't even designate! I have never experienced such terrible support from ANY big company. I am hoping someone will respond to me here because I am absolutely unsatisfied with Corsair's services right now after being a long-term customer with them. I am expecting a representative to see this, and to provide the best explanation they can to convince me why they have not been answering my e-mails. I am also expecting Corsair to provide a postage label and/or compensate the return price for this matter if they do not wish to lose me as a customer, and many other friends of whom I can retract recommendations from. EDIT: For once I actually saw the Live Chat button say Online, I thought I was in hope when I clicked on it! But about 2 minutes after waiting for an agent, it went offline. Great job, Corsair. Link to comment Share on other sites More sharing options...
peanutz94 Posted October 26, 2013 Share Posted October 26, 2013 Hi Terrum, I'm sorry to hear your having trouble getting in touch here. Let me see if i can at least answer some of this for you. Where did you find that email address? I thought that was an old address that isn't valid any longer. You should have been redirected to http://corsair.force.com/ to submit a support ticket. Or if you clicked on a sales link from the main website it should have triggered a pop-up page. I'm pretty sure they wouldn't have been received. Please forgive me if I am wrong about that address, but thats the last I remember hearing about that particular one. There are a couple of options you can use. The first is to call CS on Monday when they are open and speak with a CS agent and they can get you straitened around from there. That would certainly be the fastest option.You can find the toll free number here http://www.corsair.com/en/company/contact/ Really they are the people you want to talk to anyway, not tech support. Tech support has no access to the ordering system so all they can do is send CS a message for you. But you can call that number from any smartphone or PC using SKYPE if you are out of the US and the call will be free. I also understand if international calls are a problem. Which brings me to option 2. And that is to create a support account at http://corsair.force.com/ and fill out a ticket. In that form you'll have a chance to explain everything that has taken place. Once finished please post that case number here and one of the employees can poke the right person for you come Monday. As far as the Live Chat is concerned, this is something that they just implemented and it may not always be available just yet. They recently have been revamping a lot of the site and forums to make things better,so there maybe some stumbles along the way. Just give them a chance they will make things right for you! :) Please let us know how you make out. Peanuts Link to comment Share on other sites More sharing options...
Terrum Posted October 26, 2013 Author Share Posted October 26, 2013 Thanks for your response, peanutz94. The order confirmation I received said to either e-mail or call. I can't call because I'm from UK whereas the number provided was a US number, and I'm not spending out ridiculous international fees just to make a call that I wasn't sure if I would be held for 40+ minutes. I attached a screenshot to show you that the e-mail was shown on the order confirmation therefore it should be valid. Finally, I created an official support ticket through their ticketing system on the day I made this thread, hoping to receive a response on Monday. However when I sent e-mails they were showing as tickets on my account. Whether it's a valid support method or not is beyond me - but I'm hoping this gets sorted in any case. All I ask is that I'm provided with a free postage label to get it sent back for a full refund then I'll be a happy customer with Corsair again. Link to comment Share on other sites More sharing options...
peanutz94 Posted October 26, 2013 Share Posted October 26, 2013 Yup that address should be okay. Of course since i am not an employee I can't guarantee any of their actions, but knowing their support, I can't see where they would turn your request down since you tried to cancel the order, but it was shipped anyway. Since that address is the correct one and you said they show as tickets, can you post the ticket numbers here? That way someone here can get a look at this for you. Link to comment Share on other sites More sharing options...
Terrum Posted October 26, 2013 Author Share Posted October 26, 2013 6203462, 6199905 and 6196989 are the Ticket numbers. Link to comment Share on other sites More sharing options...
peanutz94 Posted October 26, 2013 Share Posted October 26, 2013 Perfect! From here on out just don't create any more tickets. This could also be potentially a slow down because in the system it looks like three separate requests. You should be able to log back into the support account and view them and also add a comment to them at any time. At any rate, at least this way one of the guys can look at them, correct them, and pass them along to the correct person. Link to comment Share on other sites More sharing options...
Terrum Posted October 26, 2013 Author Share Posted October 26, 2013 I apologise however I had no choice when I wasn't receiving e-mails for days - The second e-mail I sent created a new ticket, and I wasn't aware of such. So I created one last ticket from the actual ticketing system and filled out all the information correctly to ensure that the right information has been going through to the correct department and such. In any case I'm hoping it gets solved soon. Many thanks! Link to comment Share on other sites More sharing options...
peanutz94 Posted October 26, 2013 Share Posted October 26, 2013 No worries, and your quite welcome. I bet you hear something pretty quick at the beginning of the week. Cheers! Link to comment Share on other sites More sharing options...
Terrum Posted October 30, 2013 Author Share Posted October 30, 2013 Well RMA stands for 'Return merchandise authorization'. Doesn't necessarily mean they replace immediately and resend, they probably would just repair the old one, like you said. A PSU isn't hard to repair either if you know what you're doing. In any case to update the forum, I got a response on my ticket saying that a web specialist will e-mail me, the next day I got an e-mail confirming whether a shipping label will be appropriate for me, I responded with the go ahead (this is on the 28th) and still no sign of a response since then. I'm still really not happy with Corsair's support right now and I've waited way too long just to get a product returned which I requested a cancellation for on the same day! Link to comment Share on other sites More sharing options...
Terrum Posted November 1, 2013 Author Share Posted November 1, 2013 I like how my and Wacko's posts were deleted, when infact at least one of my posts was on-topic because I wrote an update on the situation I was having. Just shows that Corsair will always deny their terrible support. Corsair has now lost a long-term customer thanks to their untrustworthy moderation team. Good job again fellas! Keep it up. Link to comment Share on other sites More sharing options...
Yellowbeard Posted November 1, 2013 Share Posted November 1, 2013 No posts have been deleted from this thread. One single edit was made where a mod removed an email address from public view to prevent you from being spammed. We don't delete posts to hide issues. Link to comment Share on other sites More sharing options...
Terrum Posted November 1, 2013 Author Share Posted November 1, 2013 Then can you explain why the posts of Wacko999 have suddenly disappeared from this thread? I have evidence that he's been posting here because of my subscription to this thread: Dear Terrum, Wacko999 has just replied to a thread you have subscribed to entitled - Corsair's awful support - in the Customer Care forum of The Corsair Support Forums. This thread is located at: http://www.asktheramguy.com/forums/showthread.php?t=123195&goto=newpost Here is the message that has just been posted: *************** You've got that right! *************** Hmm, where's that post then? Link to comment Share on other sites More sharing options...
Yellowbeard Posted November 1, 2013 Share Posted November 1, 2013 I have no idea. I can't even locate that user or any posts by that name. The real question here is what can we do to assist you? Have you gotten what you need from customer service? Link to comment Share on other sites More sharing options...
Terrum Posted November 1, 2013 Author Share Posted November 1, 2013 Seeing as I'm not allowed to post e-mails, a Corsair employee said he is waiting to hear back from the person who handles prepaid labels. It has been 2 days since that e-mail, and almost a week since the ticket was opened, and almost 2 weeks since the order. So I am demanding priority or I'll even go as far as performing a chargeback if this isn't settled in a quick manner because I have waited long enough and experienced material I should not have even seen from a big company such as Corsair, or any of their moderation or staff team. Link to comment Share on other sites More sharing options...
Administrators Technobeard Posted November 1, 2013 Administrators Share Posted November 1, 2013 Wacko's posts are here: http://forum.corsair.com/forums/showthread.php?t=123365 Nothing was deleted. I split off his posts (and your responses to them) to their own thread because he had posts in multiple areas about the same issue. It's easier to read this way. You're correct though, one of your posts responded to both topics at the same time. I copied it back to this thread to make more sense. In regards to your issue, I've asked customer service to look into it immediately (which will be tomorrow since we're closed). Link to comment Share on other sites More sharing options...
Yellowbeard Posted November 1, 2013 Share Posted November 1, 2013 Seeing as I'm not allowed to post e-mails, Email bots harvest email addresses for SPAM purposes. We remove them from public view to reduce the SPAM. It's nothing personal. ::pirate:: Link to comment Share on other sites More sharing options...
Terrum Posted November 1, 2013 Author Share Posted November 1, 2013 Wacko's posts are here: http://forum.corsair.com/forums/showthread.php?t=123365 Nothing was deleted. I split off his posts (and your responses to them) to their own thread because he had posts in multiple areas about the same issue. It's easier to read this way. You're correct though, one of your posts responded to both topics at the same time. I copied it back to this thread to make more sense. In regards to your issue, I've asked customer service to look into it immediately (which will be tomorrow since we're closed). Thank you for that explanation. Appreciate it and glad that is sorted out along with my relevant post brought back, it can be edited to remove the RMA explanation part if you wish though. Not too sure why I can't say names of Corsair staff however - surely it makes it easier to investigate when one knows the name to the employee that supported me. Just hope that this main issue is sorted swiftly as I truly have waited long enough. Link to comment Share on other sites More sharing options...
Administrators Technobeard Posted November 1, 2013 Administrators Share Posted November 1, 2013 First names are fine. We block first+last for privacy reasons. Years ago I worked in a call center, and occasionally someone would try to find an agent's home address. That's pretty scary from an agent perspective. Link to comment Share on other sites More sharing options...
Terrum Posted November 2, 2013 Author Share Posted November 2, 2013 That's understandable then. However I received an e-mail back from the person yesterday (on the 1st) and he said: "There will be a call tag that will be coming to you in the next couple days. Please have your package ready and UPS will come to pick it up." Now I'm not sure what a 'call tag' is, however I wasn't given a shipping label or a replacement label or anything. Plus it's not really specific either saying 'next couple days' - I have to go to work during the weekdays and I'm most certainly not staying home for it to be picked up. Can anyone enlighten me as to what to do from here? Will UPS take the package anyway even if it has the same label on it that was used to ship it to me? Link to comment Share on other sites More sharing options...
Administrators Technobeard Posted November 3, 2013 Administrators Share Posted November 3, 2013 A call tag is where UPS picks it up from your location. Call UPS on Monday, give them your RMA number, and you can schedule the pick up. Link to comment Share on other sites More sharing options...
Terrum Posted November 3, 2013 Author Share Posted November 3, 2013 Yeah I'm not calling anyone, it's not really my responsibility. Corsair should be sorting this all out and have more plan into their return schedule. Link to comment Share on other sites More sharing options...
Administrators Technobeard Posted November 3, 2013 Administrators Share Posted November 3, 2013 The call tag means that they're bringing the label to you and then picking it up. You can either wait for UPS to stop by, or schedule the appointment. It's entirely up to you. If there's a better address than the one on the example label, please respond back to your ticket and the address can be updated. Link to comment Share on other sites More sharing options...
Terrum Posted November 11, 2013 Author Share Posted November 11, 2013 Thanks for that Technobeard. Just to update everyone that UPS picked up the package before the weekend, put their own label on it and the tracking says it is already signed for, however no longer receiving anymore e-mails from the Corsair staff that is supporting me for my refund. Anyone able to raise this to the support team for me? Link to comment Share on other sites More sharing options...
Administrators Technobeard Posted November 12, 2013 Administrators Share Posted November 12, 2013 Thanks for that Technobeard. Just to update everyone that UPS picked up the package before the weekend, put their own label on it and the tracking says it is already signed for, however no longer receiving anymore e-mails from the Corsair staff that is supporting me for my refund. Anyone able to raise this to the support team for me?Do you have a ticket number? Link to comment Share on other sites More sharing options...
Terrum Posted November 12, 2013 Author Share Posted November 12, 2013 The ticket numbers are the same ones I provided in the previous posts. The one that was responded to however was 6203462. That was last updated on the 27th however. The rest of the support was through e-mail. Link to comment Share on other sites More sharing options...
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