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  #1  
Old 10-07-2017, 06:49 PM
RC_ONE RC_ONE is offline
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Default Corsair One (pro) Tech Support ̶n̶o̶t̶ ̶a̶v̶a̶i̶l̶a̶b̶l̶e̶ ̶w̶h̶e̶n̶ ̶t̶h̶e̶y̶'̶r̶e̶

Edit: It does appear Corsair is working to improve their customer support. Many of the issues regarding support have been corrected or improved since this thread was created. Thanks to Dustin, Deanna, Alan, and now Reiner at Corsair for their customer-focused efforts.

Hi,

Evenings and weekends are when tech support for consumer PC's is usually needed. Especially by working gamers like myself who can't troubleshoot my home system during the workday.

As a new Corsair One Pro (Ti) owner, each time in the past week I've called in to Corsair for Tech Support, evenings, or weekend afternoon, I only got the Corsair answering service guy (I wouldn't even call it Tier 1 support, it's not). He would "check to see if Tech Support was available" ...and invariably, they're not.

There's no, "We'll call you back when the next available Tech Support representative is available...in about...24 minutes", or whatever. Nothing.

There's no point to a 24/7 answering service without the actual Tech Support behind it to help customers.

Additionally, what's the point of a company forum if Tech Support reps aren't replying on it with any timeliness?

Corsair, if you're not going to invest in your customers, by investing in a full time Tech Support staff for a product line sold on Amazon, Newegg, at Bestbuy and more, and if you're going to cripple the BIOS options on the Corsair One PC's so customers can't troubleshoot the broken configurations shipped to us, then you're going to get pretty bad reviews for your company and support overall.

Corsair Executive, please don't read this to mean you should discontinue the Corsair One line. That is not my message at all. The message here is, do better. You have customers who are very excited by the prospect of the Corsair One product line, but your current technical support services aren't geared towards servicing consumers (or non-gaming pro-sumers) who purchase these products.

Most working people/gamers who can afford your Corsair One Pro line, can't troubleshoot systems within your 7am-5pm weekday tech support window, because we're also busy working. Tech support needs weekend hours. And as an international company/service, late night hours to cover multiple time zones.

And, if your Tech Support team isn't interested enough in your products to hop on the forum during weekends, or there aren't enough knowledgeable tech support staff that one guy being out sick or on vacation completely disrupts tech support, you have some hiring and training investment to do. The Corsair One line has been out for at least 6 months, with it "being in the works" prior to that. More than enough time for Corsair to have trained a viable tech support staff.

I'm spending a part of my weekend checking the Corsair forums for a reply from Tech Support on 2 different issues and posting this now, instead of PC gaming with my wife like we'd planned. Yes, we have other things we can do, and we'll go do them, but shame on you Corsair for not providing adequate technical support. Because you describe your support as "world class" ...when it's currently not true.




I'd rather be excited and able to tell the world how awesome our new Corsair One Pro is, and how amazing Corsair Tech Support is, but right now, I can't do that.

Please prove me wrong, ASAP. If I end up returning it, this is the impression I'd be left with to share with others.

Don't apologize. Do better. Be effective. Provide good products, and great technical service/customer support. Make the Corsair name worth repeating with respect and appreciation, not derision and disappointment.

Last edited by RC_ONE; 12-20-2017 at 01:00 PM.


  #2  
Old 10-09-2017, 04:15 PM
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Hi RC-ONE,

We are sad to hear you are experiencing difficulty on this matter. What is the issue you have with your unit?


  #3  
Old 10-09-2017, 08:12 PM
RC_ONE RC_ONE is offline
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Originally Posted by Corsair Alan View Post
Hi RC-ONE,

We are sad to hear you are experiencing difficulty on this matter. What is the issue you have with your unit?
Hi Alan,

I've posted about two of the technical issues, in addition to this thread.

One here: http://forum.corsair.com/forums/show...99&postcount=6

And another here: http://forum.corsair.com/forums/showthread.php?t=171592

Both are being responded to.

The first issue by a Corsair Customer Support via email rep who greets me by the wrong name, despite my name being in my email address, in my account info, and in my screen name - and as an aside you'll note I use an underscore on the forum, not a dash. Though if you've been reading reddit, I was forced to use a dash there. The email support rep didn't bungle my screen name, but my real name, which isn't "Robin".

The second issue is being addressed in the related linked thread.


Thanks for inquiring. Unfortunately, the issues keep mounting.

I'm also sad that I'm being told the PCIe Gen3 capacity of the Corsair ONE Pro with 1080 Ti will be bandwidth locked to Gen 2 as a matter of "performance" and "stability". I'm still deciding if this will be a deal breaker for me. We'll see how Tech/Customer support response proceeds. So far, in totality, it hasn't been good. Please tell me if I'm being foolish for expecting anything to change in short order? You know Corsair's corporate culture better than I do.

Last edited by RC_ONE; 10-09-2017 at 08:47 PM.


  #4  
Old 10-09-2017, 10:53 PM
RC_ONE RC_ONE is offline
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With Corsair promoting a 24/7 Corsair One support line:



...you would think their Customer Support staff, not necessarily Tech Support, would be responsive, in a timely manner, to Trouble Ticket email exchanges they initiate after a Trouble Ticket is filed. Especially when they just have to process an RMA exchange, a basic Customer Support activity.

3 hours and 45 minutes later, no email reply from the rep that got my name wrong in the first place, despite it being clearly printed on their screen in front of them. And it's just about time to sleep.

Meaning, I can only assume I'll have to wait yet another day until Corsair business hours to receive a reply to process an RMA exchange via email, despite there being "24/7" CORSAIR ONE Phone Support.

There was nothing but excitement and enthusiasm going in to this Corsair One Pro purchase, yet it's now turned into apprehension that even if we RMA it, we may not see a quick replacement/repair turnaround if we ever see one at all (pun intended), or if we return it, we may not get a timely refund, or a refund at all, especially seeing the horror stories popping up regarding refunds where people have to dig up Corsair Support Skype addresses just to get a human to process their refunds.

The hype bubble is deflating fast. Not because we received a Corsair One Pro which requires Tech Support, but because Corsair's overall support is slow, and too often lacks attention to detail. This doesn't mean every Corsair support staff member is incapable, but it does mean the Corsair One support experience hasn't been a good one from the perspective of a new customer.

Last edited by RC_ONE; 10-09-2017 at 10:59 PM.


  #5  
Old 10-20-2017, 04:19 PM
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Related to Corsair Support not being available when they're needed, as much of a help as Deanna at Corsair has been, which I greatly appreciate, I still need to be able to follow up with her regarding the advanced RMA return.

Twice now, I put a call in for her to contact me back, and don't receive a call back unless I keep calling in. The reps I do speak with when I call in apparently text message with Deanna while I'm speaking with them, so she's definitely aware of my callback request.

Bear in mind, our short conversations are pleasant and customer support focused. I can understand if she's busy, but she also has my email address and can shoot me a short note letting me know she's unable to call, or when she can schedule the call.

The call back request I made was on Wednesday during the day, and it's now two days later, on Friday after 4pm. This is the second time this is happening, and so I'll have to call back in again now.

If I can't get a call back today, the issue will likely be delayed further by the weekend.

I'm generally used to customer support representative who aren't immediately available, contacting me back within a day, if not the same day.

Especially, when it's a matter regarding a high-ticket (expensive) item.

It doesn't matter how well designed something is, if the tech and customer support structure behind it isn't solid when issues arise.


  #6  
Old 10-20-2017, 09:55 PM
CοrsairCustomer CοrsairCustomer is offline
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Default Don't hold your breath...

I called the Corsair One support telephone number in September, and the person that answered transferred my call to the Corsair One team.
After waiting on hold for nearly two hours, some random non-Corsair One support person answered the phone and explained that the Corsair One team had all gone out to lunch before my call was put on hold and were not back yet! Awesome customer service there. Then I was promised a call back within half an hour from a Corsair One support specialist. Well it is over three weeks later and no-one has bothered to call me back. My support ticket remains unanswered - or rather ignored - too. I appreciate that the Corsair One is a new product from Corsair, but I'm obviously wrong to expect Corsair to care one iota about customer support after nearly 25 years in business...


  #7  
Old 10-22-2017, 06:31 AM
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Quote:
Originally Posted by RC_ONE View Post
Related to Corsair Support not being available when they're needed, as much of a help as Deanna at Corsair has been, which I greatly appreciate, I still need to be able to follow up with her regarding the advanced RMA return.

Twice now, I put a call in for her to contact me back, and don't receive a call back unless I keep calling in. The reps I do speak with when I call in apparently text message with Deanna while I'm speaking with them, so she's definitely aware of my callback request.

Bear in mind, our short conversations are pleasant and customer support focused. I can understand if she's busy, but she also has my email address and can shoot me a short note letting me know she's unable to call, or when she can schedule the call.

The call back request I made was on Wednesday during the day, and it's now two days later, on Friday after 4pm. This is the second time this is happening, and so I'll have to call back in again now.

If I can't get a call back today, the issue will likely be delayed further by the weekend.

I'm generally used to customer support representative who aren't immediately available, contacting me back within a day, if not the same day.

Especially, when it's a matter regarding a high-ticket (expensive) item.

It doesn't matter how well designed something is, if the tech and customer support structure behind it isn't solid when issues arise.
UPDATE: Deanna from Corsair never returned my call on Wednesday, nor again on Friday, despite the rep I spoke with who supposedly emailed and sent her a private message, then told me she'd contact me "within this day" without actually having confirmed it with Deanna. I hope she's okay, and the reason for the lack of callback isn't health related or anything like that. However, if one rep cannot return a call, most customer service I'm used to has a CRM system which alerts the team when the call is missed or the rep is marked as "out/away", so another rep can read the account notes, take ownership of the issue, and reach out to the customer.

Also, relevantly, I politely called out the rep who claimed to be contacting Deanna for me, on his lie. Nevertheless, I don't like being lied to or "handled" (especially when I'm being polite, not rude) with lines of BS. Despite this, again, I stayed polite.

You can hear the interaction for yourself. I edited out the names/identification portion of the call for both myself and the rep, and most of the silent dead-air while waiting for the rep to contact Deanna while we were on the phone. I haven't altered the relevant conversation. Link to Google Drive hosted audio file (.mp3 https://drive.google.com/file/d/0B8P...F5UF9CRjA/view

Even if the Corsair One Pro were an upstanding unit (both units I've received have technical issues), and lived up to Corsair's promotion advertising (even if they worked perfectly, they don't live up to the promotional advertising - more on that in another post), sometimes customers with even the best systems eventually need customer or technical support, and that support is part of the purchase price for expensive hardware. Despite Dustin's efforts here on the forum, Corsair's overall support for the Corsair One so far, in my experience, gets a poor rating. I'm hoping it improves as I'm interested in future iterations of the Corsair One Pro line, but I won't be buying again if customer/technical support isn't effective and timely when I need their help. Nor would I keep my current unit if there isn't a resolution forthcoming other than continuing to RMA/swap units until I get "a good one". I'm being patient, because Dustin is looking into one of the issues, and I still think the Corsair One line is a good idea that I hope works out.

So, by the time Monday rolls around, it will have been SIX DAYS since I called in regarding an RMA issue that could cost me [B]thousands[B] of dollars. Which is why I'm concerned, and cannot accept being let down by Corsair Support.
Their failings to be timely or effective can have great negative and costly impact on customers. Whereas, if they were timely and effective (and truthful), their work can help and benefit customers in positive ways, as much as live up to Corsair's reputation, and elevate it. Which, isn't happening in my experience.

Note: If you're wondering why I just don't speak with a different rep, it's because after contacting Roland at Corsair when Corsair Tech Support wasn't working out for me, Roland referred Deanna to help, which resulted in the RMA I'm concerned about, and my Ticket/account info isn't being updated by any of Corsair's reps any more after the first rep "Roth" kept getting my name "RC" wrong (how do you get "RC" wrong?), and explaining the entire issue and establishing a new understanding with a different rep who doesn't have the details in front of them to work with me is an even greater risk to getting good customer support, and it's an additional headache for the customer.

Note 2: My insistence is primarily hope this feedback will improve my experience, and things at Corsair overall.

Last edited by RC_ONE; 10-22-2017 at 09:29 AM. Reason: rma, customer support, tech support, corsair one, corsair one pro


  #8  
Old 10-23-2017, 12:38 PM
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I'm shaking down the customer service team and finding out why you're not getting taken care of.

Our engineering team has ordered your monitor to check the DisplayPort issue.

I'm hoping you'll forgive me - I'm the product manager for One (and Link, and other unannounced products) and the forums are a small part of my day - but outside of the Gen 2 and the DisplayPort problem, can you refresh my memory as to what other issues you've run into with your One?
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  #9  
Old 10-23-2017, 01:10 PM
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You can chalk me up as someone else who experienced "issues" with the top displayport that have since seemed to have disappeared when switched to the other displayport on the C1...

My issue was that I would get a brief flicker (screen went black for a split second) and the "DP" icon was displayed on my monitor, as if the signal was lost for a split second...this only seemed to happen when I started a game...

I am running an Acer Predator x34 overclocked to 100mhz


  #10  
Old 10-23-2017, 02:29 PM
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Quote:
Originally Posted by Corsair Dustin View Post
I'm shaking down the customer service team and finding out why you're not getting taken care of.

Our engineering team has ordered your monitor to check the DisplayPort issue.

I'm hoping you'll forgive me - I'm the product manager for One (and Link, and other unannounced products) and the forums are a small part of my day - but outside of the Gen 2 and the DisplayPort problem, can you refresh my memory as to what other issues you've run into with your One?
Thank you for following up on the DisplayPort issue, and customer service outreach.

I don't expect you to be handling the forum yourself, in fact, you shouldn't be. There should be a team covering issues so response isn't in the gaps between the product manager's busy schedule, though I appreciate that you're keeping abreast of issues in the community :)

The first C1 Pro I received has an intermittent lockup on reboot issue, which might have to do with exiting BIOS. I haven't put enough time into determining more about it yet. It might be fixed by a BIOS reset. Part of what I wanted to discuss with Deanna was how long before the original system gets returned, as I'm still using my free time to track down fixes for issues, and having both systems to compare with each other is extremely helpful. However, it was supposed to be an RMA swap, so I have to ship the original system back. The soonest I can get it to a dropoff center is this weekend, so that's when it's likely being returned.

The driver update issues with the Live Update software were another issue. Edit: Which I see you're responding to in another thread. Kudos.

You've already mentioned addressing Tech/Customer support issues I've brought up.

I haven't finished evaluating the CPU heat issues, so I haven't mentioned it until I know whether I consider it an issue or not, but the CPU runs warmer than I expected without overclocking. I understand the dense design might offset overclocking capacity, but the system was promoted along those lines, so it's something I want to explore. The fact the CPU sometimes runs warmer than expected during normal gaming...within tolerances, but warmer than expected... leaves me with some concern.

I've seen some community members delidding their CPU's for improved/lower temps...reaching more expected operating temps, but I'm not ready to invalidate the warranty by delidding, nor should I have to.

I'll let you know if there are/were other issues after I get home and can check my notes. I may be forgetting something.

Last edited by RC_ONE; 10-23-2017 at 03:41 PM.


  #11  
Old 10-23-2017, 02:53 PM
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I'm sure you know this, but all reviews I've seen say the C1 runs into the 70s during high-end gaming, and that's what I've experienced...

The GPU, on the other hand, has immense thermal overhead in terms of overclocking potential...the CPU, not so much...


  #12  
Old 10-23-2017, 03:55 PM
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Quote:
Originally Posted by MrPace View Post
I'm sure you know this, but all reviews I've seen say the C1 runs into the 70s during high-end gaming, and that's what I've experienced...

The GPU, on the other hand, has immense thermal overhead in terms of overclocking potential...the CPU, not so much...
Yes, and I don't dispute this, though I'm disappointed by the limited CPU overclocking potential due to heat for a "overhyperclockable" system bearing a 7700k. It may have been more reasonable to go with a non-K to shave a few $ off the pricetag if we can't reasonably overclock without hosting a BBQ in doing so, while not giving the impression that overclocking potential is there *for everyone* who gets the C1/Pro, not just those with lucky silicon, especially with this in the promotional enticement...




However, I'm still evaluating the heat issue for the system(s) I received, and haven't come to a conclusion for myself yet.
Attached Images
File Type: png Screenshot 2017-10-23 at 3.53.28 PM.png (108.8 KB, 902 views)

Last edited by RC_ONE; 10-23-2017 at 03:57 PM.


  #13  
Old 10-24-2017, 12:43 PM
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The reason we went with an i7-7700K is that in addition to being overclockable, it also runs at a higher clock overall than a conventional i7-7700. If you look at systems being sold by all vendors in this price band, you'll see i7-7700Ks all over the place.

Some end users have been able to overclock their 7700K processors and certainly the graphics card can handle some overclocking, but Corsair One does run warm by design. It's a tradeoff between acoustics and thermal performance. If you want that extra thermal headroom, the most recent version of Link for Corsair One allows you to max out the system fan.
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  #14  
Old 10-24-2017, 01:32 PM
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Quote:
Originally Posted by Corsair Dustin View Post
The reason we went with an i7-7700K is that in addition to being overclockable, it also runs at a higher clock overall than a conventional i7-7700. If you look at systems being sold by all vendors in this price band, you'll see i7-7700Ks all over the place.

Some end users have been able to overclock their 7700K processors and certainly the graphics card can handle some overclocking, but Corsair One does run warm by design. It's a tradeoff between acoustics and thermal performance. If you want that extra thermal headroom, the most recent version of Link for Corsair One allows you to max out the system fan.
Good to know, thanks Dustin. It's more about what was promoted (and still is promoted) vs the reality. Someone let the ad-folks run away with the truth, using terms like "overhyperclockable", among other falsehoods in the C1's promotion, some of which you've mentioned are being addressed.

More than one of my replacement systems' CPU cores hit high 70's, pinging into the mid 80's within 10 to 20 minutes of gameplay/3D mark testing. If it were running high 60's, pinging into mid 70's, with endurance tests pinging mid 80's after an hour or two of stress testing, I'd be more comfortable, but that's not the case. (Feedback, not complaining at this point.)

Last edited by RC_ONE; 10-24-2017 at 01:40 PM.


  #15  
Old 10-25-2017, 10:12 PM
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Quote:
Originally Posted by Corsair Dustin View Post
I'm shaking down the customer service team and finding out why you're not getting taken care of.
How is this going? T̶o̶m̶o̶r̶r̶o̶w̶ ̶w̶i̶l̶l̶ ̶b̶e̶ it is now day 9 since I've heard nothing from Deanna/Customer Support, after two separate requests for a callback, on last Wednesday and then again last Friday.

Edit: Deanna called at Dustin's request so I could get my RMA question/issue resolved, thanks Dustin and Deanna.


And now back to focusing on the technical issues...

Last edited by RC_ONE; 10-26-2017 at 03:42 PM.


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