Cooler Master North America Division

Initial Business Response /* (1000, 5, 2016/05/03) */
Hello [redacted],
I apologize for the trouble with your RMA and for any inconvenience. It is the customers responsibility to ship the RMA back to Cooler Master at their own expense. This information is stated in our warranty policy which...

can be found in the link below. We 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 closed. I checked our system and it appears that you have only contacted us through Live Chat. If so, then the case will close automatically once the chat ends. The status of your live chat is completely separate from the status of your RMA. After 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 /* (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 pal. I sent them the information. They stated they did not have any watercoolers at all in there warehouse and it would be 4-8 weeks to get a refund.

Initial Business Response /* (1000, 5, 2016/01/27) */
Hello [redacted],
I apologize but the refund amount is for the MSRP price of the cooler. Unfortunately 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 /* (1000, 5, 2016/06/16) */
Hello [redacted],
I sincerely apologize for the trouble that your are experiencing with your rebate. I 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 /* (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,

Dear Bertha,   This email is in response to a complaint that was filed with Revdex.com. We had received this complaint in the mail today and would like to provide an update to this case. The RMA return was received on 6/29/2017, the returned model is no longer manufactured and we had to replace with a...

new model which was sent out to this customer on 7/18/2017. Based on the tracking information, this package is expected to be delivered tomorrow 7/21/2017.Best regards,  [redacted]Operations Manager [redacted] Office###-###-#### Fax ###-###-####

Initial Business Response /* (1000, 5, 2016/06/15) */
Hello [redacted],
I apologize for the delay in your refund. Our accounting department did process your refund yesterday so you should see the amount in your paypal account.
Please contact us if you have any further questions.
[redacted]
CMUSA...

Support
Initial Consumer Rebuttal /* (2000, 7, 2016/06/15) */
On June 14th after you had contacted CoolerMaster I have received my refund.

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 3:00-3:20pm. I was notified of the reopening of the RMA status and confirmed a replacement fan will be sent shortly. In 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 condition. The issue can now be considered resolved.

Final Consumer Response /* (2000, 6, 2015/12/02) */
The day after I sent my complaint I got an email that my item shipped. I am still extremely dissatisfied with the service that I was provided and would like some compensation for the 3 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.