Corsair customer service has gone to crap!!

What happened to Corsair. I've had a ticket open with them since Dec. 22nd and have not heard anything from them. I've attached files documenting the issues, tried calling them.... NADA. To make matters worse it was the second product that I had received by them via Amazon and UPS shipping. The packaging was in tip top shape. To say the least, I thought Corsair was the premium, top-notch type of company, but after this I am not too impressed.

Let me say this for a great customer service experience. Noctua is top-notch!! I emailed them asking for a mounting kit compatible with the Xeon 1366 mounting system and they came through. Not only did they come through but they sent them out to me from Austria free of charge, and only asked that I put what I FELT they were worth. I mean really, you don't give me a price and let me pay what I want, and not even up front for that matter. That's what I call customer service. That whole process took like two weeks from first email to receiving the mounting kit from them in Austria to the US. Corsair can't even respond, let alone answer the freaking phone, Tech Support nor the Customer Service line.

It's a sad times in the industry, don't think I'll be purchasing anything made by them for a while seeing how this has gone. Anyone have experience with Corsair customer service recently??

So have you actually tried to do anything about it?(get on their forums and pm someone or make a post, pm corsair reps on here, emailing, etc)

Or did you just sit and wait from Dec 22 till now then came on here to make a post bitching?

Uh, vague post. What are you having issues with?

Christmas and Newyears..... PARTY TIME!

But in all seriousness I think(I could be wrong) Corsair has had a bit of a rough road bringing their customer service to deal with the rapid increase in catalogue and customer base, not that it is any excuse.

I haven't had anything Corsair break on me so I can't relate. I had two friends RMA a H60s(clearly a slightly dodgy product) without too many problems if I recall.

Best of luck! Hopefully a rep here can fix it all up

I had 2 sticks of memory i needed to RMA. Made a thread about it a week ago i think. Anyhow i just put in a RMA request and it went through and i got my confirmation email instructing me to send in the parts within 2 minutes.

I had an H100i crap out on me just before Christmas. RMA went through, but good luck actually speaking to a person. Live Chat has been down since mid December, & calling directly just gets you voice mail giving their hours of operation, no matter the time of day you call.

Their own forums has an announcement that they are swamped.

they have a couple reps on here

A lot of people don't know that corsair is actually a small company, and this is the time of year where they are swamped. Give it time and let a rep know on their forums. Don't be a dick about it, their customer service is still regarded as one of the best in the business. Just be patient.

I've always gotten great service from Corsair, even in the case when last year a manager used two completely different names (not user names). He freely admitted it.

German Muscle said:

So have you actually tried to do anything about it?(get on their forums and pm someone or make a post, pm corsair reps on here, emailing, etc)

Or did you just sit and wait from Dec 22 till now then came on here to make a post bitching?

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Like i said in the OP, I've opened a ticket, tried calling both customer service and technical support. As for PM Corsair reps here, sorry I haven't come across any so I'm not just going to PM someone I haven't had any contact with previously. So no I didn't just sit on my thumbs just to wait and come whine here. Regardless of if I did that or not, customer service is customer service. There are general principles that just should be followed, like if you can't keep up with the demand then change the automated email that comes out saying you will have a response within 24 hours to something that more reflects the actual state of your business.

HeavensCloud said:

Uh, vague post. What are you having issues with?

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I ordered a 750D, the first one I got had one of the front panel clips broken on it. I RMA'd it with Amazon, pulled the new one out and both clips for the front panel were broken. I was thinking about going back through Amazon, but then they sold out, so I couldn't. Knowing that Corsair sells most any part to their cases I thought well maybe they can just get me a front panel cover out and I'd be happy..

German Muscle said:

I had 2 sticks of memory i needed to RMA. Made a thread about it a week ago i think. Anyhow i just put in a RMA request and it went through and i got my confirmation email instructing me to send in the parts within 2 minutes.

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Lucky you, I didn't think I needed to go to their forums about it, I "thought" the reason behind having a ticket system was to have a standardized way of getting issues resolved.

DriZzLe said:

I had an H100i crap out on me just before Christmas. RMA went through, but good luck actually speaking to a person. Live Chat has been down since mid December, & calling directly just gets you voice mail giving their hours of operation, no matter the time of day you call.

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Yeah, that's my frustration. I called them leaving voicemail and haven't heard anything back. It's just sad that most companies have either have methods of contacting them that don't work, or you have to dig through link after link to find any type of contact information that will get you a live person.

Ultima99 said:

Their own forums has an announcement that they are swamped.

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Thanks for the information. I couldn't find that post when I looked, but I would think that would be an announcement on the product support pages instead of the forums. Not every consumer, me included, is going to go into the forums for support. Most are just peer-to-peer even if they are on the manufactures website.

jojo69 said:

they have a couple reps on here

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Thanks for the info, that why I turned to here. I don't like having a login for everyone's forum page if I'm not going to frequent it.

Anyway guys, thanks for the responses. I wasn't intending to be rude about it, but I know there are some people who will take offense if you say something about a company they like. Fine by me, but I like Corsair products too. They are really pushing the industry in the right direction when it comes to innovative ideas and design. I don't normally complain because we live in an imperfect world so there are going to be issues every now and then, but come on man.

I purchased a H100 water cooler, when it arrived the entire box was soaked and soggy from the coolant leaking out. Did an RMA over live chat / the ticket system and got my number within a few minutes.

I was pissed that I had to pay for shipping, but oh well $10 and I sent it back. About 4 days later I got an email "Here is your free shipping label" made me even more mad at the time, but I ended up getting my replacement within about 7 days or so.

Unfortunate that you're having some problems, they seem to be pretty decent, I typically got a response within 8 hours, but that was back in September.

Inches said:

Like i said in the OP, I've opened a ticket, tried calling both customer service and technical support. As for PM Corsair reps here, sorry I haven't come across any so I'm not just going to PM someone I haven't had any contact with previously. So no I didn't just sit on my thumbs just to wait and come whine here. Regardless of if I did that or not, customer service is customer service. There are general principles that just should be followed, like if you can't keep up with the demand then change the automated email that comes out saying you will have a response within 24 hours to something that more reflects the actual state of your business.



I ordered a 750D, the first one I got had one of the front panel clips broken on it. I RMA'd it with Amazon, pulled the new one out and both clips for the front panel were broken. I was thinking about going back through Amazon, but then they sold out, so I couldn't. Knowing that Corsair sells most any part to their cases I thought well maybe they can just get me a front panel cover out and I'd be happy..



Lucky you, I didn't think I needed to go to their forums about it, I "thought" the reason behind having a ticket system was to have a standardized way of getting issues resolved.



Yeah, that's my frustration. I called them leaving voicemail and haven't heard anything back. It's just sad that most companies have either have methods of contacting them that don't work, or you have to dig through link after link to find any type of contact information that will get you a live person.



Thanks for the information. I couldn't find that post when I looked, but I would think that would be an announcement on the product support pages instead of the forums. Not every consumer, me included, is going to go into the forums for support. Most are just peer-to-peer even if they are on the manufactures website.



Thanks for the info, that why I turned to here. I don't like having a login for everyone's forum page if I'm not going to frequent it.

Anyway guys, thanks for the responses. I wasn't intending to be rude about it, but I know there are some people who will take offense if you say something about a company they like. Fine by me, but I like Corsair products too. They are really pushing the industry in the right direction when it comes to innovative ideas and design. I don't normally complain because we live in an imperfect world so there are going to be issues every now and then, but come on man.

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So you called them a couple of times without looking elsewhere basically. You did come off rude being that you just trashed them from the get got without exhausting your resources. It would have been different had you got on here and said that you were having trouble with an RMA and asking what you should do next. People on here take up for stand up companies.

German Muscle said:

So you called them a couple of times without looking elsewhere basically. You did come off rude being that you just trashed them from the get got without exhausting your resources. It would have been different had you got on here and said that you were having trouble with an RMA and asking what you should do next. People on here take up for stand up companies.

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No.. I have a ticket open with them, in the support section of their website, you know the place you go to get SUPPORT, to notify the company that you have an issue.

Case in point I recently had to deal with EVGA on replacing a video card. I go to the technical SUPPORT section and start a ticket. EVGA responds with what needs to be done and the issue gets resolved. I'm sorry but a forum by definition is "a meeting at which a subject can be discussed" not a place you go to get SUPPORT, so excuse me for not going to the forums, when there is a dedicated support page that is supposed to put me in direct contact with someone from the company. I am here discussing a situation that I am dealing with the company in question, not asking for support from anyone here. I ended my original OP asking the question has anyone had any recent experience with them.

I don't have a problem with standing up for a company but your base for your comments are unsupported. I went through the proper steps that were outlined by Corsair's website. If, say for instance, the automated email I received had mentioned something about, say, going to the forums or stating that they were behind in resolving issue tickets then I wouldn't have this issue. Remember the company has no loyalty to you other than the dollars you spend on their product, so when I spend money I would think that I should be able to receive some support if an issue arises.

http://forum.corsair.com/v3/index.php

The notice is above the forum itself.

I had to do some RMA with corsair back in dec. I wasn't table to attach my invoice proof of purchase when I made the original ticket. Later on in the evening I attached the PDF and the ticket remained unanswered. I simply created a new ticket pointing at the original and it was resolved on day 5 with replacement parts arriving a few days later.

The only real issue I have with corsairs RMA system is everything case wise in lumped together , finding replacement parts a major pAin. Other than that I have no complaints with future purchases.

Ultima99 said:

http://forum.corsair.com/v3/index.php

The notice is above the forum itself.

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I guess people are just not understanding. You don't go to the forums looking for support from the company. You go to the SUPPORT page. I wish the people who comment about the forums would realize this.

Venomous said:

I had to do some RMA with corsair back in dec. I wasn't table to attach my invoice proof of purchase when I made the original ticket. Later on in the evening I attached the PDF and the ticket remained unanswered. I simply created a new ticket pointing at the original and it was resolved on day 5 with replacement parts arriving a few days later.

The only real issue I have with corsairs RMA system is everything case wise in lumped together , finding replacement parts a major pAin. Other than that I have no complaints with future purchases.

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Venomous thanks for the idea. I am thinking I'm going to have to just open another ticket or keep doing so until I get a response, but that's what I'm saying. I really shouldn't have to do so. I just know I won't be doing any shopping with Corsair around the holidays anymore.. Headache!!

Inches said:

No.. I have a ticket open with them, in the support section of their website, you know the place you go to get SUPPORT, to notify the company that you have an issue.

Case in point I recently had to deal with EVGA on replacing a video card. I go to the technical SUPPORT section and start a ticket. EVGA responds with what needs to be done and the issue gets resolved. I'm sorry but a forum by definition is "a meeting at which a subject can be discussed" not a place you go to get SUPPORT, so excuse me for not going to the forums, when there is a dedicated support page that is supposed to put me in direct contact with someone from the company. I am here discussing a situation that I am dealing with the company in question, not asking for support from anyone here. I ended my original OP asking the question has anyone had any recent experience with them.

I don't have a problem with standing up for a company but your base for your comments are unsupported. I went through the proper steps that were outlined by Corsair's website. If, say for instance, the automated email I received had mentioned something about, say, going to the forums or stating that they were behind in resolving issue tickets then I wouldn't have this issue. Remember the company has no loyalty to you other than the dollars you spend on their product, so when I spend money I would think that I should be able to receive some support if an issue arises.

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Im sure you do have a open ticket with them. That ticket system is for assigning RMAs. Im well aware of how the support systems work as you can see above mine went through flawlessly so you can knock off the smartass comments. What you seem to not understand is what has already been posted. Corsair is a very small company, Your RMA was submitted during a time where 2 holidays are in one week then CES show after that. So you called a couple times and didnt answer and proceded to get on here to trash them.

Now call me crazy but my next step would have been to get on the forum to post about my RMA problems on there like most other people do because like it states at the top of the forum "THE CORSAIR SUPPORT FORUMS". Then you would have seen at the top of the page saying:

CORSAIR FORUMS said:

Corsair's Technical Support department is currently open. Their hours of operation are M-F, 7:30 AM to 5:30 PM (Pacific Standard Time).

Due to the high surge in ticket inquiries over the holidays, our focus will be on responding to tickets as a priority. Corsair Tech Support will resume actively posting to the forum when ticket inquiries are at reasonable service levels.

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Then the next thought would have been OH! thats prolly why they didnt answer the phones because they are to busy to! Then i would have just PMed a corsair employee on their website.

I see you keep bringing up other companies RMA process which really isnt relative because most RMA processes differ from each other.

So i advice you to go get on the Corsair Support Forums and make a new thread on there asking about your issue. Being it says they are very busy and it seems they are busy enough to not answer the phones then i would say they are to busy to get on here as well. That is where you can get the quickest help regarding your issue. You need to realize that sometimes things slip between the cracks. You just need to give a little more effort to reach out to them. I wouldnt just keep submitting tickets until they respond to you unless EVERYTHING else has been exhausted. Stop being impatient and listen to what people on here are advising you to do.

Inches said:

Venomous thanks for the idea. I am thinking I'm going to have to just open another ticket or keep doing so until I get a response, but that's what I'm saying. I really shouldn't have to do so. I just know I won't be doing any shopping with Corsair around the holidays anymore.. Headache!!

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Not a problem brotha. I know how you feel and I was hoping what I did, would work for you . [H] isn't the same place it used to be. Many arrogant know it all's with tons of fanbois who do t get paid. I honestly don't understand why the younger generation acts like this. It's ruining a host of forums these days... They need to go back to Facebook.

Redbeard is our senior Corsair rep

there is a new guy that is supposed to be taking over the heavy lifting, but I couldn't find the thread

Venomous said:

Not a problem brotha. I know how you feel and I was hoping what I did, would work for you . [H] isn't the same place it used to be. Many arrogant know it all's with tons of fanbois who do t get paid. I honestly don't understand why the younger generation acts like this. It's ruining a host of forums these days... They need to go back to Facebook.

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I completely agree. It seems all people do it run to the internet to talk bad without trying to work it out with the company first.

jojo69 said:

Redbeard is our senior Corsair rep

there is a new guy that is supposed to be taking over the heavy lifting, but I couldn't find the thread

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Thanks for the info. I will see if Redbeard can be of some help to me.

German Muscle said:

Im sure you do have a open ticket with them. That ticket system is for assigning RMAs. Im well aware of how the support systems work as you can see above mine went through flawlessly so you can knock off the smartass comments. What you seem to not understand is what has already been posted. Corsair is a very small company, Your RMA was submitted during a time where 2 holidays are in one week then CES show after that. So you called a couple times and didnt answer and proceded to get on here to trash them.

Now call me crazy but my next step would have been to get on the forum to post about my RMA problems on there like most other people do because like it states at the top of the forum "THE CORSAIR SUPPORT FORUMS". Then you would have seen at the top of the page saying:


Then the next thought would have been OH! thats prolly why they didnt answer the phones because they are to busy to! Then i would have just PMed a corsair employee on their website.

I see you keep bringing up other companies RMA process which really isnt relative because most RMA processes differ from each other.

So i advice you to go get on the Corsair Support Forums and make a new thread on there asking about your issue. Being it says they are very busy and it seems they are busy enough to not answer the phones then i would say they are to busy to get on here as well. That is where you can get the quickest help regarding your issue. You need to realize that sometimes things slip between the cracks. You just need to give a little more effort to reach out to them. I wouldnt just keep submitting tickets until they respond to you unless EVERYTHING else has been exhausted. Stop being impatient and listen to what people on here are advising you to do.

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Mr. German Muscle,

I work in customer service. I understand being swamped.. I really do, but here's the thing. There a little thing called courtesy and professionalism. Regardless of the size of the company and no matter how busy you are a ticket should never be left unattended for 3+ weeks. Also, I don't think they were sending their support team out to CES or to the warehouse to process orders, and typically places hire seasonal help for the added rush of orders since that's a job any Joe can do, without a moderate product/system knowledge.

Yes the forums are available, but I am not nor should I be required to go the through registering for their forums. I have visited them and since you're so bright as to quote me the caption at the top of the forum page you will likely have read this: "Due to the high surge in ticket inquiries over the holidays, our focus will be on responding to tickets as a priority. Corsair Tech Support will resume actively posting to the forum when ticket inquiries are at reasonable service levels." (directly copied out of your quote by the way).. So as we are going into week 4 of my ticket being open, I'm hoping that my ticket may be receiving a response sometime soon, and why would I go create a new thread there when as you are so well aware that... "Corsair Tech Support will resume actively posting to the forum when ticket inquiries are at reasonable service levels."

When a company starts paying me to boost brand recognition only then will I be anywhere defending them, and if they're wrong I will be the first to admit the fault.
And if one does something exceptionally well I will let my experience be known.

Being is impatient would be if I had made this thread after 2-3 days.. It's been 3 weeks, I must misunderstand patients. And as for advice I have taken some of the advice that was provided without statement made about my ability to have something taken care of.

Inches said:

Thanks for the info. I will see if Redbeard can be of some help to me.



Mr. German Muscle,

I work in customer service. I understand being swamped.. I really do, but here's the thing. There a little thing called courtesy and professionalism. Regardless of the size of the company and no matter how busy you are a ticket should never be left unattended for 3+ weeks. Also, I don't think they were sending their support team out to CES or to the warehouse to process orders, and typically places hire seasonal help for the added rush of orders since that's a job any Joe can do, without a moderate product/system knowledge.

Yes the forums are available, but I am not nor should I be required to go the through registering for their forums. I have visited them and since you're so bright as to quote me the caption at the top of the forum page you will likely have read this: "Due to the high surge in ticket inquiries over the holidays, our focus will be on responding to tickets as a priority. Corsair Tech Support will resume actively posting to the forum when ticket inquiries are at reasonable service levels." (directly copied out of your quote by the way).. So as we are going into week 4 of my ticket being open, I'm hoping that my ticket may be receiving a response sometime soon, and why would I go create a new thread there when as you are so well aware that... "Corsair Tech Support will resume actively posting to the forum when ticket inquiries are at reasonable service levels."

When a company starts paying me to boost brand recognition only then will I be anywhere defending them, and if they're wrong I will be the first to admit the fault.
And if one does something exceptionally well I will let my experience be known.

Being is impatient would be if I had made this thread after 2-3 days.. It's been 3 weeks, I must misunderstand patients. And as for advice I have taken some of the advice that was provided without statement made about my ability to have something taken care of.

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Im not defending corsairs actions or lack thereof at all. I just grow tired of people turning to third party forums when there are usually about 10 other things they could have done first before taking it there. Thats what i continually pointed out. I have had my own personal problems with corsair and i have since quit using some of their products. So dont try to act like im just here cheerleading for corsair when its not the case.

What field of customer support do you work in?

German Muscle said:

Im not defending corsairs actions or lack thereof at all. I just grow tired of people turning to third party forums when there are usually about 10 other things they could have done first before taking it there. Thats what i continually pointed out. I have had my own personal problems with corsair and i have since quit using some of their products. So dont try to act like im just here cheerleading for corsair when its not the case.

What field of customer support do you work in?

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The purpose of forums is to keep people aware of issues, not hide them. I run a good number of forums myself and I'll tell you one thing... A forum will make or break your business when you begin to slide . In history, every large business will fail at some point. It's the company owner who will either make the adjustment to change during the times it's needed. One area of change that should never be edited , is great customer service.

People will remain loyal to your company if you take care of them... Even during the worst of times for your business.

It's important to share this information with people, not send them on a witchhunt or deceive them.

Corsair could make some adjustments to their current customer service dept , such as timely ticket answering, keeping up to date on open tickets that should not remain unanswered for days of weeks. Lastly , their drop down menu for searching for replacement parts is atrocious and needs to be immediately addressed.

However , when I called originally , their csr was nothing but courteous, respectful, sympathetic and helpful to me . That right there earns my business. Can they improve, absolutely, but these forums are crucial for them to fix or improve bad interactions with customers.

Inches said:

I guess people are just not understanding. You don't go to the forums looking for support from the company. You go to the SUPPORT page. I wish the people who comment about the forums would realize this.

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Actually Corsair employees do post quite frequently on their forums, but that wasn't my point. My point was to emphasize that their CS team is underwater and delays are the norm, not the exception at this time. That is all. Sorry for trying to be helpful.

Ultima99 said:

Actually Corsair employees do post quite frequently on their forums, but that wasn't my point. My point was to emphasize that their CS team is underwater and delays are the norm, not the exception at this time. That is all. Sorry for trying to be helpful.

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That is understandable, but there are ways to go about being underwater, like making sure that your automated email doesn't set the expectation of quick turnarounds when that's not the case. I appreciate your help, though.

Venomous said:

The purpose of forums is to keep people aware of issues, not hide them. I run a good number of forums myself and I'll tell you one thing... A forum will make or break your business when you begin to slide . In history, every large business will fail at some point. It's the company owner who will either make the adjustment to change during the times it's needed. One area of change that should never be edited , is great customer service.

People will remain loyal to your company if you take care of them... Even during the worst of times for your business.

It's important to share this information with people, not send them on a witchhunt or deceive them.

Corsair could make some adjustments to their current customer service dept , such as timely ticket answering, keeping up to date on open tickets that should not remain unanswered for days of weeks. Lastly , their drop down menu for searching for replacement parts is atrocious and needs to be immediately addressed.

However , when I called originally , their csr was nothing but courteous, respectful, sympathetic and helpful to me . That right there earns my business. Can they improve, absolutely, but these forums are crucial for them to fix or improve bad interactions with customers.

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This is very true. I wish I could get lucky and a csr answer the phone when I call, it may change my opinion, but I haven't been able to. And I wholeheartedly agree with you post, especially the mention of that drop down menu.. atrocious indeed

German Muscle said:

Im not defending corsairs actions or lack thereof at all. I just grow tired of people turning to third party forums when there are usually about 10 other things they could have done first before taking it there. Thats what i continually pointed out. I have had my own personal problems with corsair and i have since quit using some of their products. So dont try to act like im just here cheerleading for corsair when its not the case.

What field of customer support do you work in?

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Well seeing as there was only one other thing I could have done, posting in their forum where it is stated that they won't be actively posting, I think I also have the right to do as I wish and express my opinion. I've dealt with Corsair before on other issues, and as most have said they are pretty good, but at the current moment it's in the tanker right now. That's how I feel.

As for the field of CS I work in it's networking. I am on a team of 8 that is responsible for.. somewhere north of 800 switches, which provide network access for about 16,000+ IPs. I worked 4 year of retail sales and CS, and have been underwater at work where you come in get to work and don't have time to hardly breath, let alone take lunch or sit, trying to multitask between customers who need support from corporate, make payments or purchases. I'm well aware of the challenges of being short-handed/OOS/not priced competitively and all the many other things, but my customers never received anything less than how I would want to be served from the other side of the counter.

Just came here wondering if someone else had posted the same thing.

I've RMA'd maybe 5 Corsair products over the last decade; whole entire process from shipping out to a replacement in-hand took no more than 2 1/2 weeks.

Now - they are just pitiful. Absolutely pitiful.
Fan on my TX750 V2 died, submitted RMA, shipped and delivered to them mid-Dec. Holiday break was there, yes, but my ticket sat for nearly 3 weeks with no update. Finally after posting on their forums was it updated and someone shipped out a replacement. Took roughly 1 month total.

I put in a 2nd RMA (moreso a product replacement request) 8 days ago for the scratched window that my Air 540 came with. It's been longer than 30 days otherwise I'd return the damn thing to Microcenter and let them deal with it. That ticket has sat, no tech assigned, no updates since then. I 'bumped' it 2 days ago. Still nothing. Finally I just emailed [email protected] (from direction of this post). Their service has gone to shit.

If this is indicative of their "new" RMA process, I'm not buying anymore Corsair products. I'll stick with other vendors for cases, PSUs and RAM.
I can excuse the Holiday break and all that, and realize that there is going to be downtime during that....but if I didn't update trouble tickets where I work for a week (or more) at a time, I'd get my ass chewed out. (And that includes during the holidays.) And I guarantee you I work for a smaller company than Corsair, so the excuse that 'they're a small company' does not hold water with me.

Have you received a response from them?? I tried their forums and calling them again, and still nothing. I'm at a lose for words at how pitiful the service is.

zero2dash said:

Just came here wondering if someone else had posted the same thing.

I've RMA'd maybe 5 Corsair products over the last decade; whole entire process from shipping out to a replacement in-hand took no more than 2 1/2 weeks.

Now - they are just pitiful. Absolutely pitiful.
Fan on my TX750 V2 died, submitted RMA, shipped and delivered to them mid-Dec. Holiday break was there, yes, but my ticket sat for nearly 3 weeks with no update. Finally after posting on their forums was it updated and someone shipped out a replacement. Took roughly 1 month total.

I put in a 2nd RMA (moreso a product replacement request) 8 days ago for the scratched window that my Air 540 came with. It's been longer than 30 days otherwise I'd return the damn thing to Microcenter and let them deal with it. That ticket has sat, no tech assigned, no updates since then. I 'bumped' it 2 days ago. Still nothing. Finally I just emailed [email protected] (from direction of this post). Their service has gone to shit.

If this is indicative of their "new" RMA process, I'm not buying anymore Corsair products. I'll stick with other vendors for cases, PSUs and RAM.
I can excuse the Holiday break and all that, and realize that there is going to be downtime during that....but if I didn't update trouble tickets where I work for a week (or more) at a time, I'd get my ass chewed out. (And that includes during the holidays.) And I guarantee you I work for a smaller company than Corsair, so the excuse that 'they're a small company' does not hold water with me.

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Inches said:

Have you received a response from them?? I tried their forums and calling them again, and still nothing. I'm at a lose for words at how pitiful the service is.

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They didn't answer the phone? They are pacific time in case you're in a different time zone. I'd suggest making a new ticket pointing at the original... If that doesn't work, then that is pretty piss poor of them.

Yeah I know they're PT, but I've tried at what would have been like 10 and 1 there. I've already created a new ticket a couple of days ago, and even posted in the forums.. Still nothing. Its pretty pitiful to say the least.

Venomous said:

They didn't answer the phone? They are pacific time in case you're in a different time zone. I'd suggest making a new ticket pointing at the original... If that doesn't work, then that is pretty piss poor of them.

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I'll let them know about this thread. Hope it gets worked out.

I didn't really read the thread but I submitted a ticket for Rma around the same time you did and got instantly approved for Rma, followed by 2 week turn around. That's by far the best Rma experience I've ever had ...

Do you have a ticket number? Post it here and I'll ping CS directly and get someone to update your case.

I won't offer any excuses as that does no good at all and excuses don't resolve your issue. We have had a crazy rush of on TS and CS as you can tell by the announcement on our forum. Add in a small flu epidemic in the office and it gets worse.

But, the bottom line is we are taking steps to correct this and make sure that next holiday season and JAN 2015 we don't have a repeat of this same situation. Again, we apologize.

Inches said:

Have you received a response from them?? I tried their forums and calling them again, and still nothing. I'm at a lose for words at how pitiful the service is.

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No, nothing.
No response to the email, no response on the ticket.
I just called the toll free number and hit 2 for customer service, it said 'all customer service agents are busy, please hold, hit 0 if you want to leave a message' and then it just rolled straight into the 'leave a message' prompt and didn't even let me attempt to hold on the phone for a CSR.

I left a message and I'm not holding my breath. The service has completely went in the shitter.

Mike Clements said:

Do you have a ticket number? Post it here and I'll ping CS directly and get someone to update your case.

I won't offer any excuses as that does no good at all and excuses don't resolve your issue. We have had a crazy rush of on TS and CS as you can tell by the announcement on our forum. Add in a small flu epidemic in the office and it gets worse.

But, the bottom line is we are taking steps to correct this and make sure that next holiday season and JAN 2015 we don't have a repeat of this same situation. Again, we apologize.

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Mine is 6364533 (Air 540 scratched window) and if I hear anything it'll be a pleasant surprise because right now I'm beyond disappointed.
I can understand that 'shit happens' but leaving customers totally in the dark is not acceptable. I'd prefer to hear something, anything, "hey we received your ticket, it's assigned to so and so" rather than [crickets]. Putting any sort of update out there, even if it's "pardon our tardiness, we're experiencing high volumes of tickets", with or without an ETA, is better than nothing.

I'm just glad I got my replacement PSU already otherwise I'd really be raising all kinds of hell. Scratched window = not mission critical, something I want to get replaced sooner than later but I can understand if there are users out there with dead PSUs and RAM that need them to boot a system. Mine's small potatoes but even acknowledgement that someone sees my RMA request would be appreciated.

zero2dash, did you get any email acknowledgement when you submitted your ticket?

Mike Clements said:

zero2dash, did you get any email acknowledgement when you submitted your ticket?

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Yes sir I did, on 1/9.
I received both a 'Your Corsair Accessorry Product request has been received' and a 'Thank you for contacting Corsair Customer Service'.

I just received 3 emails, 1 was for an RMA process, 1 for a Corsair Accessory Product request approval, and 1 for a ticket update.

If you are responsible for that quick response THANK YOU

Kelvin TS entered in the info and said it'll ship 3-4 days, sorry for the delay etc. I'm totally OK with this, and just grateful to finally get a replacement side panel.

Thanks to you (if you got the ball rolling for me).

No problem and sorry for the delay. I just sent a message internally, Kelvin did the heavy lifting.

Now, we just need the OP here to reply so we can take care of him. For anyone else with issues, we appreciate your patience while we rectify this.

Mike Clements said:

No problem and sorry for the delay. I just sent a message internally, Kelvin did the heavy lifting.

Now, we just need the OP here to reply so we can take care of him. For anyone else with issues, we appreciate your patience while we rectify this.

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Can you guys PLEASE fix your drop down while selecting replacement parts? Instead of looking for parts for your cases all lumped together or everything else you make diff versions of , I think it will speed up the process for both the customer and internal reps to have each product replacement listed separately so we can find what were looking for.

That's already on the TO DO list.

I finally got a response yesterday. I was beginning to think that I was just going to be SOL.

I hope you guys don't get hit like that again because man.. I sure didn't want to mark you guys off the list. You have some of the best designed products I've seen and I sure didn't want to have this hanging over my head when I got ready to click that buy button again.