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Silverstone support?

P

Putz

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? says it all, id have assumed a premium case maker had decent support but I've submitted that stupid RMA form of theirs 3 times now with no replies

been trying to get the drive trays replaced on my ft02 since they don't lock into place they just fall out, do we have a rep on forums?
 
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just email them honestly. took a day for them to respond to me. i needed a new power switch bracket and they shipped it right over.
 
yeah I did again, have emailed them 3 times and filled out the rma form 3 times and thats all that seems to happen lol


they told me back in December that the 2nd time the replacement drive trays shipped out but still nothing
 
Try this OP

Joel
SilverStone Tech Inc.
13626 Monte Vista Ave. Unit A
Chino, CA 91710
909 465 9596 tel
909 465 9569 fax
 
thanks will give him a try... sick of my drives getting pushed out just from the sata cable behind it
 
FaRKle0079 said:
Call, don't email. That's always worked for me
Click to expand...

+1

I always call. Businesses don't have time to waste reading emails. I called Joel directly and had parts shipped out the next day.
The goes for any manufacturer of PC parts. Call with issue, send documents, call back to verify the documents were received and and parts shipped.
 
I wont be buying any Silverstone products. Atleast, none in the Raven name. Had too many problems with mine
 
WorldExclusive said:
+1

I always call. Businesses don't have time to waste reading emails. I called Joel directly and had parts shipped out the next day.
The goes for any manufacturer of PC parts. Call with issue, send documents, call back to verify the documents were received and and parts shipped.
Click to expand...

I don't agree with you on business not having time to read e-mails because we do read every e-mail that comes in. On rare occasions, our replies accidentally get filtered by customer's e-mail server or software (this can also happen to e-mails sent to us from the customers) so calling is important too if you didn't receive a response from us via e-mail.
 
Z06 said:
I wont be buying any Silverstone products. Atleast, none in the Raven name. Had too many problems with mine
Click to expand...

Hmm. Have had my RV02 for over a year and half now without a single problem.
 
I had no issues getting an RMA quickly (on a Strider Plus PSU), however I haven't heard from them since..... It's been 2 weeks.
 
personally email is easier and easier to track and anyone who cant keep up with email as a support option is going to have issues


I did get a response back in Decemberish someone at the generic support address said the drive trays had been shipped out, not a huge deal im just sick of my hard drives getting pushed out onto my desk from a little bit of pressure from sata cables, kind of annoying for such a nice case, perhaps this time having a contact will go a little further
 
Tony Ou said:
I don't agree with you on business not having time to read e-mails because we do read every e-mail that comes in. On rare occasions, our replies accidentally get filtered by customer's e-mail server or software (this can also happen to e-mails sent to us from the customers) so calling is important too if you didn't receive a response from us via e-mail.
Click to expand...

If the emails are read, are they read with 48 hours? There are a few people that needed replacement parts and it took longer than 48 hours for them to respond. Cooler Master, which is in Chino, CA also, are very slow at email replies. I've had better success calling and resolving my issue the same day than waiting 2-5 days for an email response. Are customers of Silverstone told when they should expect a response?

Now, Silverstone Support is great Tony, were are only debating response time to emails.
 
WorldExclusive said:
If the emails are read, are they read with 48 hours? There are a few people that needed replacement parts and it took longer than 48 hours for them to respond. Cooler Master, which is in Chino, CA also, are very slow at email replies. I've had better success calling and resolving my issue the same day than waiting 2-5 days for an email response. Are customers of Silverstone told when they should expect a response?

Now, Silverstone Support is great Tony, were are only debating response time to emails.
Click to expand...

I too think that letting the customer know when they can expect a response is a good idea. Although in practice, even our branch office may have trouble giving an accurate response time when they couldn't answer e-mails within the typical one or two business day time frame.

For support questions that may take longer for response are ones that require e-mails to be forwarded to our engineers and product managers (located in Taiwan). Factor in time zone difference and the greater chance that our engineers and product managers would be busy and wouldn't be able to answer right away (their job priority is R&D after all, not support), it would be difficult for our support guys to give customer an estimated time for response. But even with this reason, I believe the majority of forwarded e-mail take two business days to get answered.

Getting RMA parts may also require confirmation with headquarters for parts availability, so they may take longer than usual as well. We don't produce every parts separately just for RMA purposes and certainly there is no way for us to accurately predict the number of parts we would need once a product goes into production. So our branch office often times disassemble parts from a brand new product in their inventory to help customers get the parts quicker. But doing this does take more time with limited man power they have and sometimes limited inventory of new products. I believe most of the time, the customers do get their RMA parts quickly so those that don't may have ran into part supply issues mentioned above or the e-mails didn't get through.

Hopefully this doesn't sound like a bunch of excuses as I delve into some of what goes on behind the scene. Our goal is to service all SilverStone customers to the best of our abilities and to be in business for a long time. We will keep improving as we grow and improve. In the meantime, as others have mentioned, if you do need help from us in a hurry or have e-mail troubles, don't hesitate to call us!
 
Tony Ou said:
I too think that letting the customer know when they can expect a response is a good idea. Although in practice, even our branch office may have trouble giving an accurate response time when they couldn't answer e-mails within the typical one or two business day time frame.

For support questions that may take longer for response are ones that require e-mails to be forwarded to our engineers and product managers (located in Taiwan). Factor in time zone difference and the greater chance that our engineers and product managers would be busy and wouldn't be able to answer right away (their job priority is R&D after all, not support), it would be difficult for our support guys to give customer an estimated time for response. But even with this reason, I believe the majority of forwarded e-mail take two business days to get answered.

Getting RMA parts may also require confirmation with headquarters for parts availability, so they may take longer than usual as well. We don't produce every parts separately just for RMA purposes and certainly there is no way for us to accurately predict the number of parts we would need once a product goes into production. So our branch office often times disassemble parts from a brand new product in their inventory to help customers get the parts quicker. But doing this does take more time with limited man power they have and sometimes limited inventory of new products. I believe most of the time, the customers do get their RMA parts quickly so those that don't may have ran into part supply issues mentioned above or the e-mails didn't get through.

Hopefully this doesn't sound like a bunch of excuses as I delve into some of what goes on behind the scene. Our goal is to service all SilverStone customers to the best of our abilities and to be in business for a long time. We will keep improving as we grow and improve. In the meantime, as others have mentioned, if you do need help from us in a hurry or have e-mail troubles, don't hesitate to call us!
Click to expand...

Sounds good. Now you can continue working on the FT02 USB 3.0 upgrade, four ports! ;).
 
It's the best feeling when a hardware manufacturer ships you out parts for free, and you get them within days. It's like a Christmas gift!

Thanks Tony for replying to this thread!
 
yep Joel sent the parts out

my guess is something gets lost with the generic support email forms, hate those as an end user, gives me a real person to call/hold accountable/bitch at and things get done right the first time :)
 
Putz said:
yep Joel sent the parts out

my guess is something gets lost with the generic support email forms, hate those as an end user, gives me a real person to call/hold accountable/bitch at and things get done right the first time :)
Click to expand...

Good to hear. Sadly the warranty is running out on my FT02 this Summer but it's been going strong since I've had it.
 
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