Corsair customer service has gone to crap!!

Inches said:
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.
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Agreed.
Have nothing but love for Corsair - thanks again for the help, Mike. :)
 
No problem, I'm just sorry again that this problem got to this point. It would take a 12 pack of your favorite cold beverages to talk thru all of the issues that collided simultaneously to make this a perfect storm of a tech support/customer service nightmare. We know what the problems are but there is no quick and easy fix.

But we will get it resolved and then work on making sure this never occurs again. Thanks again for your understanding and if you see anyone that needs help, send them my way.
 
Glad it got resolved. You guys rock. And Thanks Mike, love you guys. Gonna be at a PDXLAN again soon? ;)
 
Well, I put in a Corsair support request and got an email back saying "A Customer Service representative will respond within 1 business day".
Its been over a day and no response yet.
 
I also had a nightmare replacement for a TX850M in Oct/Nov and this experience definitely shows they are not focused on customer service anymore.

They promised 3-5 business days to process & send a replacement.
My replacement should have shipped by 11/1/13, but actually didn't ship until 11/13/13, and only after I pestered them multiple times.
The main reason I am still very upset at them due to my incident is because they never bothered to tell me there would be a delay and they never initiated contact to tell me the status or anything. I added comments to my ticket just a few days after 11/1 inquiring of the status, and they never got back to me.

Oh, then he lies and tells me the "fastest shipping they have available is 3 day shipping" Then he upgrades it to 2 day shipping after a few more rants.
Gee, I thought you said the fastest you could ship it was 3 days. Now you say 2 day. So you lied to me?!
WTF, corsair?!

My chat log on Nov. 13:
Code: 
Corsair Rep: Thank you for contacting Corsair Live Support. How may we assist you today?
You: I would like to know what the status is of my RMA. Corsair should have sent a replacement last week, but there's no updates on my ticket
You: Frankly, I'm getting really irritated.  I expected much better customer service from Corsair
Corsair Rep: What is your RMA number? I can look up the status for you
You: my ticket number is xxxxxxx
You: the RMA status says "processing"
You: on 10/31 the Corsair Rep "Jarrad" responded stating that it takes 3-5 business days to ship a replacement.
You: it was delivered to corsair on 10/26, 5 days before that
You: so my replacement should have been shipped out no later than 11/1
Corsair Rep: Okay, just a few minutes. Ill look up the status for you
You: and yet, here I am..... it still hasn't shipped yet
[B]Corsair Rep: [COLOR="Red"]The replacement unit was on backorder.[/COLOR] We should have a shipmetn coming in today so the replacement should be able to ship out tomorrow or this Friday[/B]
You: So does that justify a severe lack of communication?!
You: You should have shipped out the next best unit
You: Take a look at my invoice that i uploaded.  I buy a lot of hardware
Corsair Rep: We are only able to process the same replacement once the unit is in stock
Corsair Rep: What I can do is upgrade the shipping method for you
You: this RMA experience leaves a very foul taste in my mouth
Corsair Rep: So you can receive the unit sooner once it ships.
Corsair Rep: We apologize for the inconvenience
You: The only thing that would make me happy at this point is to ship out a comparable 850w unit TODAY
You: please connect me with your manager if you cannot do this
Corsair Rep: Okay, just a few minutes
Corsair Rep: Okay, so we have arranged for this unit to be shipped out today
You: When will it arrive?
Corsair Rep: You should have a tracking number by the end of today
Corsair Rep: It will be shipped by the fastest method we have UPS 3 day
You: Please take a look at the dates and history of this RMA.  What justification do you think is acceptable for these delays and lack of communication?
You: I did not receive any communication from Corsair until I asked.  The shipment was already delayed by more than a week
You: This psu was only 6 months old and caused me much stress due to the annoying chirping sounds.  I thought it was my H100i, just as many other users had sound issues with that heatsink.
Corsair Rep: Our agent in charge notified us yesterday regarding this issue
You: So i had to uninstall my H100i, and install another heatsink
You: WHY wasn't this looked into beforehand? 
You: Why did you wait for me to contact Corsair?
You: I shouldn't be irate right now, and a little communication from Corsair as to updating the STATUS before it's LONG overdue
You: can go a LONG way
Corsair Rep: As a courtesy you have been approved for two day air shipping. We apologize for the lack of communication
Corsair Rep: The replacement was on backorder and we did not have any units to ship out
You: Would it have been that difficult to tell me that last week?!
You: Please, please, please remember that communication is key.  The RMA process has a serious flaw in it, and excuses do not make customers satisfied.
Corsair Rep: You are correct and once again sorry for the delay
You: I'm trying to offer you constructive feedback, and it's difficult because I'm very upset.  2 day shipping doesn't make me happy.  Spending many hours troubleshooting trying to find the problem is a big enough hassle.
Corsair Rep: We appreciate the feeback and I agree that communication is key
You: I hope any future RMA's through Corsair are better managed, because this will not make me a return customer.
You: Thank you.


If I were a normal user and didn't have backup psus, I would have been super pissed because I wouldn't have been able to use my computer.
Think about that Corsair Reps, when you have somebody sending RMA for a psu!
 
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Interesting post J Macker, clearly communication still has no relevance to them.
Corsair, if you want people to trust your word, then you have to follow through with it.
As it stands, it looks like your word cannot be trusted.
Either adjust the projected response time or respond faster.
I dont mind waiting longer than one day for a response, but I dont expect you to make statements you cannot stand by.
 
@Mike

I've received some feedback on my ticket, but it hasn't been resolved yet. The rep that responded said it was being forwarded to CS, but that was like a week ago. Could you have someone take a look at Ticket: 6322958. All I need is the front panel for a 750D
 
Nenu said:
Well, I put in a Corsair support request and got an email back saying "A Customer Service representative will respond within 1 business day".
Its been over a day and no response yet.
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Took 9 days to get the first response!
 
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Corsair may not get back to you, but they read the notes and are thorough.
My rma's have always been turned around with BNIB replacements sooner rather than later.
 
Gave up on Corsair support completely. Have been dealing with them since 2007 and its never turned out well. When I moved last year I threw out over 1k in broken parts and still have 5 rebates I never received.

Worst company I ever had the displeasure of dealing with. Love their parts (when they work) absolutely hate the support.
 
I agree. Their customer service is shite.

I have an H100i and the fans were rattling when I got it. I replaced them wit SP120 fans but they too have a slight rumble/rattle to them.

Anyway, I raised a ticket for the original fans and they said they put a replacement in the post. They did. But only one!

I can't even be bothered to hassle them to be honest. Just doesn't seem worth the effort. Also, the 540 Air is a great case but some of the fit and finish could be better.

Not the company I thought they were and likely would not buy another product from them again.
 
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