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DTek *cough* Customer Support

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PrkChpXprss

Gawd
Joined
Nov 7, 2003
Messages
837
Please forgive my rant, but I just wanted to let fellow water cooling enthusiasts know my dissapointment in DTek customer support.

The order was almost trivial -- a spiral waterblock with 1/2" chrome tips. My payment and receipt reflects this. But I was actually shipped a waterblock with plastic tips. Not a big deal, right? I'm patient. But I contacted them last week about the issue and haven't got a reply back yet. Then I go to there web site where I see this on their contact page (I didn't see it before, but I'm sure it was there). <b>Email contacts -Please email each respective departmnent for your particular request otherwise the email may not be answered. </b>

Ok, WHAT THE FRICKING 'A' IS SO HARD ABOUT FORWARDING AN EMAIL TO THE APPROPRIATE DEPARTMENT IF A CUSTOMER'S EMAIL ISN'T SENT TO THE "RIGHT" ADDRESS? There is no 'My part is missing from my shipment' @ dtekcustoms.com

All I get is no reply? I re-sent an email this morning to OrderSupport, Techsupport, and Returns/RMA. Maybe someone in one of those departments will contact me. I called them this morning and left a message.

I'll keep you posted as to when / if they contact me. Oh, and FYI, I sent them a very friendly email -- I usually try to avoid inflamatory e-mail like the plague (minus this particular web post).
I even offered to have them just send me the barbs so I can install myself -- even though they were supposed to be installed already :eek:


-----------------------------------
EDIT:

Ah... Ok, they replied within a timely fashion (within 3 hours of sending the 2nd e-mail). They apologized for the late reply due to server / lost e-mail issues. I can relate to that so I will definitely give them the benefit of the doubt.

Just to clarify my earlier statement, I was upset because I thought I had to contact them again because the e-mail wasn't sent to the 'appropriate' department. I was upset because I waited patiently for days (and through the weekend) for someone to reply.

Anyway, enough of that. I'll go back to being a normal person again.

Whew. That was ugly. ;)
 
I've ordered from them without a problem, I mean its a mixup and I don't see why you are complaing about them having multiple email addresses..

When I purchased things from them the support was really helpfull and got all my replies quickly. I've heard good things about DTEK before, hope your problem is solved quickly. Maybe 3rd times the charm ;)
 
Originally posted by JakeX
I've ordered from them without a problem, I mean its a mixup and I don't see why you are complaing about them having multiple email addresses..

Click to expand...

Actually, I see no problem with multiple email addresses. But the problem I see that he's getting frustrated about is the fact that he got no reply and the notice obviously wasn't that visible. Mistakes happen, he missed the note, so he's supposed to just hang there and buy stock in AngryLLC?

It takes about a second to send a generic "please reply to one of the following addresses for your email to be processed properly". Or better yet, forwarding the mail to the proper address.

It's either a simple copy/paste or button click (forward).
 
You have every right to be angry, but your situation is obviously not normal or D-Tek wouldn't have such a good reputation. I bought a TC-4 secondhand and they responded to my E-mail when I asked a few questions, but it took a day or two. Good luck to you.
 
all of their blocks are now coming with black nylon barbs to stop any corrosion last I checked :confused: well good luck to ya man :)
if you like you can send me your top with the plastic barbs and ill send you mine with the chrome ones :p
 
I've had pretty good luck with DTek support.

I had a rather large order, a shroud, a fan, some fittings, and 3 lapping kits, one kit being different form the others.

Well, the day it arrived, I only had one of each kit...so I sent an email about it. 3 buisiness days later, I got the notice that it was on the way...3 days later I got the kit.

Really, their support is good, but it would be nice to at least have an auto-responder to let you know they did in fact get the email.
 
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