PSA: Corsair.com's own web-store shipped "non-authorized HK" video cards to the US

Discussion in 'nVidia Flavor' started by GSGL, Nov 16, 2018.

  1. GSGL

    GSGL n00bie

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    Long time [H]ard reader, first time poster. About a year ago I decided to purchase a Corsair Hydro GFX GTX 1080 Ti based on the HardOCP review and I believe this post is relevant because I suspect other readers may have done the same.

    I recommend that anyone who has a Corsair 1080 Ti contact MSI with their serial number to verify the card is a US model and has a warranty. Below is the reason why.

    As stated above, about a year ago I read the Hard article on the video card, and at the height of the Bitcoin boom Corsair.com was selling the Hydro 1080 Ti at MSRP. I decided to jump on offer and placed an order and was happy to receive a great product as the review indicated. However, after about a year the card stared to have issues and I contacted Corsair support. Corsair support told me that they don't provide the warranty for video cards anymore however MSI is contractually bound to honor the warranty in their place. This was not a problem, MSI confirmed that they will honor the 3-year warranty and after diagnosing the card with the phone tech, the remedy was to send the card in for repair and the tech directed me to a website to submit information including the serial number.

    However, upon entering the serial number the website would not accept it and claims it was invalid. I called MSI back and they looked up the card, and asked me where I purchased the card. I explained to them I purchased it from the Corsair.com US web-store to which they replied, it was impossible to purchase in the US and the card is "counterfeit" because it is only intended for the Hong Kong market. MSI has said they will not honor the warranty and it is a Corsair issue. I do believe MSI when they state the card is a Hong Kong SKU and not intended for the US market.

    I purchase a lot of Corsair products and have always found their support to be helpful. However, on this issue, to my surprise they are not. I understand that this is such a peculiar situation that the staff was probably not trained for the scenario but they are stonewalling and refusing to escalate this matter to a supervisor. The only response I get from them is to contact MSI.

    I am still trying to get though to a person at Corsair who can sort this mess out, however if you have a Corsair card I still recommend you check your serial number so you can ensure Corsair and MSI will honor your warranty if a problem occurs. If people are interested I will post back if a resolution is found.
     
  2. Sprayingmango

    Sprayingmango [H]ard|Gawd

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    Wow, this is a crazy situation that I never would have thought of. So the card is not an actual counterfeit...but they claim it is only because it was supposed to be sold in a different region? What makes it "counterfeit"?? A card is a card....right? It came out of the same factory as all others. This is just wacky....looks like we have another story for Kyle to investigate and post to Forbes lol
     
  3. GSGL

    GSGL n00bie

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    Yeah, its an interesting concept. But I think they are treating it like the companies that import text books from outside the US because the same exact book is sold cheaper in different regions. I am getting very concerned at this point, mainly because the phone and email support from Corsair don't understand the issue.
     
  4. pooloffire

    pooloffire n00bie

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    Its sounds like Corsair built the machines in China and didn't think about if the NA regions would care if they got HK cards. MSI is right though its not their problem its Corsair's. When you buy a prebuilt system usually the builder is responsible for the warranty of the parts.
     
  5. mnewxcv

    mnewxcv [H]ardness Supreme

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    This wasn't a pre-built system unless I missed something. It's a graphics card with a waterblock or aio attached.
     
  6. GSGL

    GSGL n00bie

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    Corsair for a while actually sold a retail boxed video card. I really enjoyed it and it worked great, my understanding is Corsair provided the AIO closed-loop-cooler and MSI provided the video card. I am not sure if I am being punished for going after that sweet sweet MSRP price during the bitcoine craze :(
     
  7. mnewxcv

    mnewxcv [H]ardness Supreme

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    Isn't there a corsair rep on here? I would also try posting on corsair and msi forums.
     
  8. pooloffire

    pooloffire n00bie

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    Yep, sorry I missed read. I thought he got one of those Corsair pc's with the card in it.
     
  9. SticKx911

    SticKx911 [H]ard|Gawd

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    I would assume there is a warranty on HK products as well. Might play around with an msi rep and say you got one there when visiting or something and now need to figure out who covers it? Idk.

    I’ve had good luck with msi rma’s in the past, if it were me, I’d focus my efforts there. They made the actual card. They’re the ones who took responsibility for it per corsair. You have a valid recipt. The serial numbers are usually tracked and might be available on your shipping info. If it’s a clerical error, you’ll need to do a little leg work to track it.
    Did you register it? That will help. Get all the paperwork together you can.
     
  10. sk3tch

    sk3tch [H]ard|Gawd

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    Check with your credit card - often times they will step in. That's a valid "threat" to Corsair if you're not getting the results that you want, too. As long as you've warned them and they have indicated they will not help, your card will step in and review and 99% of the time move in your favor.

    As for the previous "pre-built" claims - doesn't it also apply here? It's a MSI card that Corsair slaps their crap on - essentially the GPU equivalent of a pre-built PC?
     
  11. GSGL

    GSGL n00bie

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    That is a good idea, I think I will contact my credit card company in the event Corsair keeps blowing my emails off. I hope they can cover something that I purchased about a year ago.
     
  12. c3k

    c3k [H]ard|Gawd

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    A few steps to take:
    1. Collect every receipt.
    2. Collate every email exchange. (Try to do screen grabs of texts.)
    3. Take photos of the card. Imagine a shady company trying to deny that it is really the card you say it is.
    4. Take notes on all phone calls. Time/date them and initial them as they occur. For ones in the past, summarize your recollection of them, sign and current date, annotating the different dates and why.
    5. Collect any scraps you wrote on during calls.

    Okay, you've now girded your loins.

    Call Corsair. (I like their products and have a bunch of them.) Immediately escalate to a supervisor. Tell THAT person you need their boss. During the phone call, jot down notes. (See 4.) At the end of it, ask for his business email and direct phone line. Summarize the phone conversation in an email and send it to him.

    Give them a chance to do the right thing. First, the right person has to get involved.

    If that doesn't work, then take a more legal stance. You have rights. Pursue them.

    (FWIW, I had an issue with a company. Thanks to pictures and getting the right person, I was recompensed. Not fully, but more than I'd expected. The company did the right thing.)
     
  13. ChoGGi

    ChoGGi [H]ard|Gawd

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    ^ What he said, and if your CC company doesn't want to play ball (it has been awhile), there's always small claims and the docs you've made will come in handy.
     
  14. Fix Me

    Fix Me Gawd

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    Also post to Twitter and Facebook, visibility will frequently get responses.
     
  15. GSGL

    GSGL n00bie

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    Hm small update.
    Every rep I talk to keep claiming they are 'escalating' the issue however no one ever contacts me.
    I started to make notes with names, dates, and times, and called in once again. While the phone rep tried to give me the run around and kept trying to say maybe MSI support can fix the problem, I suggested we 3-way call them to get their opinion. The phone rep then admitted they will just say the card is broken and offered me a refund.
    However, he then said he has to get approval for a refund and I am in a holding pattern for that for 2 days now. He has to 'escalate' the issue.
    I never really used Twitter so I am not sure what to do but I think it could be a good idea.
     
  16. Algrim

    Algrim [H]ard|Gawd

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    Just go to https://twitter.com/ join and start tweeting. There's a 280 character limit per tweet (used to be 140) so be succinct or use multiple tweets to get your point across.
     
  17. viivo

    viivo Gawd

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    Hope it works out for you. It looks like you'll at least get a refund.

    I know it's MSI you're dealing with now, but I wouldn't wish Corsair "support" on anyone. They screwed me real good once which soured me on the brand forever.