Cooler Master North America Division

Initial Business Response / [redacted] (1000, 5, 2016/05/03) */ Hello [redacted] ***, I apologize for the trouble with your RMA and for any inconvenienceIt is the customers responsibility to ship the RMA back to Cooler Master at their own expenseThis information is stated in our warranty policy which can be found in the link belowWe do not require the item to be shipped back through a specific carrier or through a specific method so the item can be shipped back through which ever method is cheapest for you http://www.coolermaster.com/service/warranty.html I am not sure what you mean by the case being closedI checked our system and it appears that you have only contacted us through Live ChatIf so, then the case will close automatically once the chat endsThe status of your live chat is completely separate from the status of your RMAAfter logging into CM Fanzone, please click RMA status to view the status of your RMA Unfortunately since we are not a retailer, the only method that we have available to issue refunds is through Paypal.If you could please provide your paypal email address, we can send it over to our accounting department for the refund to be issued If not, the we can send you an equivalently priced air cooler as a replacement Please let me know if you have any other questions [redacted] CMUSA Support Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/05/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) They finally contacted me and asked for a copy of the receipt and email address for pay palI sent them the informationThey stated they did not have any watercoolers at all in there warehouse and it would be 4-weeks to get a refund

Final Consumer Response / [redacted] (2000, 6, 2015/12/02) */ The day after I sent my complaint I got an email that my item shippedI am still extremely dissatisfied with the service that I was provided and would like some compensation for the weeks extra my computer has been out of commission because of the poor quality of the product and the poor service in getting it returned

Initial Business Response / [redacted] (1000, 5, 2016/01/27) */ Hello ***, I apologize but the refund amount is for the MSRP price of the coolerUnfortunately cooler master will not be able to refund the shipping charges for the RMA as shipping chargers are not covered under our warranty http://www.coolermaster.com/service/warranty.html Please let me know if you have any further question [redacted] CMUSA Support

Initial Business Response / [redacted] (1000, 8, 2016/01/04) */ Hello ***, I apologize that you were not able to get a hold of usWe are closed during the Holdiays but we are available Mon-Fri 8:30-5: Please call customer support at XXX-XXX-XXXX or visit CM Fanzone to submit an RMA or part request https://account.coolermaster.com/LogOn.aspx You can also contact on CM Fanzone trough Live Chat or Support Ticket [redacted] CMUSA Support

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12787324, and find that this resolution is satisfactory to me.As the Revdex.com is aware, this business is not what you would consider reputable, in fact no consumer protection agency reports favorably when it comes to Cooler MasterWith this very agency reporting an "F" rating Unfortunately I fell for the old bait and switchI could see if this was a misinterpretation of marketing on just my behalf, but I have testimonies of several people who I have spoken with personally and through email who are very reputable in the computer design and hardware industry that interpreted this marketing in the same wayThey even openly admit that the one of the main bullet points on the product sheet mentions high airflow, I'm not sure how that can be misunderstoodThe fact that the case is inherently flawed is based on the fact that the case is, in fact, marketed as a "High Airflow Case" and is, in fact, not a high airflow case due to its inherently flawed front intake designThe fact that this individual who responded to this complaint is boasting about good sales of a mismarketed item tells me that this company does not care about quality or honesty as long as they make a profitIt has been admitted by company executives via social media that a mesh version was only released as a response to negative customer feedbackI can provide any further documentation to support all of my points of the original complaint, as well as testimony from many other industry reputable sources who have been tricked by this dishonest marketing and tricked into buying this product, only to be asked to purchase yet another item in order for the case to work as advertised For Cooler Master to even attempt to argue these facts is illogicalIn my opinion no admission of fault is needed at this point, a good enough job was done in the companies responseThank you

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.Just as the business response noted, I received a phone call last Thursday, October 13th on approximately 3:00-3:20pmI was notified of the reopening of the RMA status and confirmed a replacement fan will be sent shortlyIn addition although this was considered an advanced RMA, the caller noted that I did not have to return the defective fan and was free to dispose it.As of Monday, October 17th, I can confirm receiving the replacement fan product on Saturday (two days prior) in good conditionThe issue can now be considered resolved

Initial Business Response / [redacted] (1000, 5, 2015/09/29) */ Hello ***, I sincerely apologize for the delay with your RMAOur warehouse has been experiencing shipping delays which is why we have the notice posted on CM Fanzone We have upgraded you to a VPlatinum power supply which is a higher end power supply then what you returned to us The warehouse has been notified about your upgrade and they will have it shipped out shortly Respectfully, [redacted] CMUSA Support Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) I did get an email that my RMA had finally shippedIt should have never taken this longThis has been the worst customer experience I have ever hadNo sense of urgency what so everA customer is without a computer because of their defective productIt has caused me extra money and the inability to do things on the computer that I need to get doneI do have some replacement parts on order that I will need now based on my troubleshootingAny chance that will ship out soon or do I have to wait weeks for that to happen

Initial Business Response / [redacted] (1000, 5, 2016/06/16) */ Hello [redacted] , I sincerely apologize for the trouble that your are experiencing with your rebateI have already contacted the rebate company to try and get this issue resolved I will notify you by email as soon as I get an update If you have any further questions, please contact us through the link below https://account.coolermaster.com/LogOn.aspx [redacted] CMUSA Support Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/06/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) A representative phoned me and promised to resolve the case soon Thanks a lot to all,

Initial Business Response / [redacted] (1000, 8, 2016/03/14) */ Hello [redacted] , I apologize for the delay with your part requestOur warehouse is currently experiencing shipping delays which is stated on our CM Fanzone website Your replacement fan did ship out on 3/1/via UPS, tracking number 1Z6YFXXXXXXXXXXXXX [redacted] CMUSA Support

Initial Business Response / [redacted] (1000, 5, 2016/02/12) */ Hello ***, I apologize for the delay. Our warehouse has been experiencing shipping delays which is posted on the homepage of CM Fanzone. I will notify the warehouse about your RMA and do my best to have them ship it out today.... [redacted] CMUSA Support

To whom it may concern, This will serve as Cooler Master’s official response to the complaint regarding our product, the H500PTo keep this email clear and concise I will number the grievances and include their answers just below 1. The case being
marketed as a “high airflow” casea. This point appears to be a misunderstanding of the marketing materials released to the publicAttached to this email is a product sheet for the case, and one of the bullet points mentions high airflow of the caseThis is simply stating what the fans are capable of, not what the case is capable ofExpecting a computer chassis with a completely closed off enclosure to have high airflow is illogical2. The case design is inherently flaweda. This is also another misunderstanding of its intended setupAs mentioned above the case can only take in so much airThis is because the case is designed for aesthetics and with the intent of having liquid coolers included in the installWhile traditional air coolers can absolutely thrive in this system, however, some configurations can experience high temperaturesThis is evident in all makes and models of chassis and system builds3. We have discontinued the H500P in favor of another model with an alternate front panela. This is not the case as we are still selling, very well mind you, the H500P model and have even released an inexpensive accessory for those who wishing to open up the front4. Rejected RMA for mesh fronta. This statement is trueThis is due to our policy of not being able to RMA accessories that weren’t originally purchased by the customerWe stand behind our decision in regards to this matter as anything else would be an admittance of fault with our product, which simply isn’t trueIn keeping with market trends and demands we’re constantly designing new products to please all needs and crowdsIf any other information is needed, please feel free to let me know and I will happily provide it

Initial Business Response /* (1000, 11, 2015/12/14) */
Hello ***,
I do apologize for the delay with your RMAThe warehouse has been experiencing shipping delays which we have posted on the homepage of CM Fanzone
The warehouse did ship your replacement out your replacement power supply on
11/via UPS, tracking number 1Z6YFXXXXXXXXXXXXX
Please contact us if you have any questions
***
CMUSA Support

Per the call yesterday, we have reached out to the customer and have prepared the replacement fan for shipmentAfter looking through this issue, it was determined that the RMA number for this customer was automatically closed by our system as it is set to close after of not receiving the
returned unit backHowever since the customer requested an advance replacement, the system didn’t recognize the transfer which caused this issueThe setting has been updated on our system and hopefully there are no other issues with customers replacementsPlease let me know if you require further information, thank you Best regards,

Initial Business Response /* (1000, 5, 2016/02/01) */
Hello ***,
I apologize for the delay with your RMAThe warehouse is currently experiencing shipping delays which is why we have the message posted on the home page of CM Fanzone
The Silent Pro Gold 1000w is discontinued and we are
currently out of stockWe will be upgrading you to a Vpower supplyThe warehouse should have this shipped out within then next 7-days
***
CMUSA Support
Initial Consumer Rebuttal /* (2000, 7, 2016/02/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Consumer Response /* (3000, 13, 2016/02/12) */
2/12/16: It has now been days, and I have not been updated on shipping info and the rma status remains as goods in
I do not think this has been taken care of so I hope this reopens the case as this is very disappointing

Initial Business Response /* (1000, 5, 2016/02/12) */
Hello [redacted],
I apologize for the delay. Our warehouse has been experiencing shipping delays which is posted on the homepage of CM Fanzone.
I will notify the warehouse about your RMA and do my best to have them ship it out today....


[redacted]
CMUSA Support

Initial Business Response /* (1000, 8, 2016/03/14) */
Hello [redacted],
I apologize for the delay with your part request. Our warehouse is currently experiencing shipping delays which is stated on our CM Fanzone website.
Your replacement fan did ship out on 3/1/2016 via UPS, tracking number...

1Z6YFXXXXXXXXXXXXX.
[redacted]
CMUSA Support

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12787324, and find that this resolution is satisfactory to me.As the Revdex.com is aware, this business is not what you would consider reputable, in fact no consumer protection agency reports favorably when it comes to Cooler Master. With this very agency reporting an "F" rating.  Unfortunately I fell for the old bait and switch. I could see if this was a misinterpretation of marketing on just my behalf, but I have testimonies of several people who I have spoken with personally and through email who are very reputable in the computer design and hardware industry that interpreted this marketing in the same way. They even openly admit that the one of the main bullet points on the product sheet mentions high airflow, I'm not sure how that can be misunderstood. The fact that the case is inherently flawed is based on the fact that the case is, in fact, marketed as a "High Airflow Case" and is, in fact, not a high airflow case due to its inherently flawed front intake design. The fact that this individual who responded to this complaint is boasting about good sales of a mismarketed item tells me that this company does not care about quality or honesty as long as they make a profit. It has been admitted by company executives   via social media that a mesh version was only released as a response to negative customer feedback. I can provide any further documentation to support all of my points of the original complaint, as well as testimony from many other industry reputable sources who have been tricked by this dishonest marketing and tricked into buying this product, only to be asked to purchase yet another item in order for the case to work as advertised.  For Cooler Master to even attempt to argue these facts is illogical. In my opinion no admission of fault is needed at this point, a good enough job was done in the companies response. Thank you.

Initial Business Response /* (1000, 5, 2015/09/29) */
Hello [redacted],
I sincerely apologize for the delay with your RMA. Our warehouse has been experiencing shipping delays which is why we have the notice posted on CM Fanzone.
We have upgraded you to a V1200 Platinum power supply which is a...

higher end power supply then what you returned to us.
The warehouse has been notified about your upgrade and they will have it shipped out shortly.
Respectfully,
[redacted]
CMUSA Support
Initial Consumer Rebuttal /* (2000, 7, 2015/09/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I did get an email that my RMA had finally shipped. It should have never taken this long. This has been the worst customer experience I have ever had. No sense of urgency what so ever. A customer is without a computer because of their defective product. It has caused me extra money and the inability to do things on the computer that I need to get done. I do have some replacement parts on order that I will need now based on my troubleshooting. Any chance that will ship out soon or do I have to wait weeks for that to happen.

Initial Business Response /* (1000, 8, 2016/01/04) */
Hello [redacted],
I apologize that you were not able to get a hold of us. We are closed during the Holdiays but we are available Mon-Fri 8:30-5:30.
Please call customer support at XXX-XXX-XXXX or visit CM Fanzone to submit an RMA or part...

request.
https://account.coolermaster.com/LogOn.aspx
You can also contact on CM Fanzone trough Live Chat or Support Ticket.
[redacted]
CMUSA Support

Initial Business Response /* (1000, 5, 2016/01/18) */
Hello [redacted],
I apologize for any delay in response. Our Customer service department has been extremely busy due to the holidays. Unfortunately the warehouse is out of stock of the liquid coolers so we are not able to provide a...

replacement. I see that we already have received your paypal email address so our accounting department will be providing a full refund shortly.
If you have any further questions, you can reach us at XXX-XXX-XXXX or through CM Fanzone.
https://account.coolermaster.com/LogOn.aspx
[redacted]
CMUSA Support