Corsair Components, Inc.

Corsair would like to extend it sincerest apologies to Ms*** *** for the delays with her RMAAs of 9/16/a replacement Power supply had arrived at the address, we have on file for Ms***In light of the situation, we are willing to offer the following resolutionIf Ms*** is
willing to ship back the replacement we sent we are willing to provide for her request for a full refund of $Additionally, we will cover all shipping costs in this matterWe look forward to providing a quick resolution and make right this situation

Complaint: ***
I am rejecting this response because: Corsair's response to my complaint, in which they state receiving my drive on 08/10/2017, is a load of crap. I shipped the drive via USPS on 08/02/2017. Corsair received it on 08/04/2017. I have the USPS receipt stating the aforementioned. They are obviously attempting to cover up their INCREDIBLY slow turn-around time by giving incorrect S/H dates.If you are going to lie about me in the future, I suggest you do it in person. Just like I stated before, I will NEVER purchase or resell your products again. HAVE A NICE DAY!
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/06/04) */
Please have the customer initiate a ticket on our site at corsair.force.com and include the part number and rebate code so we can follwith our third party rebate company
Initial Consumer Rebuttal /* (2000, 7, 2015/06/05) */
(The
consumer indicated he/she ACCEPTED the response from the business.)
Hi there,
Ironically, after more than weeks (it should take ~days for you to receive my rebate), I received conformation of rebates after my complaint to Revdex.comI have a strong feeling that if I made no action, you will never issue me the refundsAnyway I am happy that the action is taken and you are processing my refunds
XXXXXXXXX and XXXXXXXXX are my rebate codesPlease forward this message to an online chatting customer representative named "***"Because of his rude response, I will avoid buying Corsair product again even if the product quality/value is satisfyingThis is simply because of his rude response to mePlease refer to the chat history we had on June 1, that you should have kept a recordI have never met a representative who meant to leave the customers with their difficulties unsolved like that
Thanks,
***

Final Consumer Response /* (2000, 16, 2016/02/04) */
Corsair has completely fulfilled their obligation to me and I now wish to cancel this complaintThank you for your support*** ***

** ***,
Thank you for taking the time to write to us regarding your issueI can’t imagine how frustrating it is to wait for an item as critical as a keyboardAs noted we were having trouble with availability for this itemUsually when we are have inventory shortages we will work to
offer you an alternative solutionThis obviously was not the case in your situation and as such I would like to apologize for the delays you have been seeing
As of 4/it looks like we have shipped you an alternate keyboardWere you able to receive that and is everything working ok? If not please let us know and we can see what options we can offer you to help
Best,
Corsair Customer Service

Corsair would like to sincerely apologize to Mr*** for the delay with his orderWe would like to pursue a quick resolution to his issueTo make this issue right we are prepared to offer a full refund for the product and send out a replacement on us ASAP
As of 10/11/we have
sent out a replacement order to him via UPS 2nd day air and refunded him the cost of the itemWe also reached out to Mr*** via email to notify him that we shipped out a replacement

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThere can be no solution now anyway so it's fine.Sincerely, *** ***

Initial Business Response /* (1000, 5, 2015/04/21) */
Customer has filed a ticket on the Corsair RMA system under ticket number XXXXXXXWe have emailed the customer to provide a copy of the purchase receipt and the promo code so we may pursue this further with our third party rebate company

Hi ***,
Thank you for being a valued Corsair CustomerI would like to thank you for taking the time to reach out to usAt this time Corsair considers this case resolved.
The R** was approved on 3/and the replacement has shipped back out on 3/under the UPS tracking
number: *** Please feel free to let us know if you have any other questions or concerns
Best,
Corsair Customer Service

Complaint: ***
I am rejecting this response because: Apologies, but at this point in time, my confidence that you are able to test my CPU properly without seeing any documentation or test cases is non existentJust the fact that you are unable to confirm what tests were done to my defective CPU cooler, or even report what the findings were is beyond incomprehensible.
Sincerely,
*** ***

Hi ***, Thanks for taking the time to reach out to usAfter doing some digging I see that we did indeed receive your SSD on 8/and booked out you your replacement SSD on 8/via FedEx which arrived on 8/(***)Thanks again for your patience while dealing with this issueAt
the time of your messages to us we were seeing higher than average response times which caused the delays in responses to your inquiries from our team At this time we consider this issue resolved please reach out and let us know if there are any other questions or issues. Best,Corsair Customer Service

Complaint: ***I am rejecting this response because: At this point in time, it is difficult for me to understand your testing methodology, and will result in my PC having a significant amount of down time with no CPUAdditionally, *** ** who responded to the ticket on the Corsair Support site, states that I should send back the defective Corsair coolerClearly, you have not explained the situation to the support agent well enough for him to even understand that the defective cooler was sent back already, and Corsair has disposed of it without any explanation to myself about what was wrong with itAgain, before I fill out any paperwork, or send my CPU to Corsair, you will have to supply me with a list of testing use-cases and a sample outcome report of the tests, so I can better understand what the process is before I am resulting in a very large downtime on my PCIt should be simple enough to simply sanitize a previously conducted testing session with a CPU, and send it to me here in Revdex.com or the ticketAdditionally, I request that you please educate *** ** as to what has occurred so far, since it appears there is some communication issues within the Corsair Support or RMA department and what we are discussing here on the Revdex.com websiteI have provided sufficient proof that my CPU was operating ABOVE the maximum operating temperature as outlined by Intel specification sheetsThus, it is safe to understand that there may not be any initial obvious damage to the CPU, however long term effects are yet to be discoveredAt the very least the CPU's life span has been reduced by some amount by operating at such a high temperature for extended periods of timeSincerely, *** ***

Corsair would like to thank Mr*** for his patience while we address this issueAt this point we would like to honor our warranty and replace the item with a brand new version that will have the proper mounting hardwareAs of this response our Customer Support team has reached out with
several options for replacement
As Mr*** mentioned he cannot afford downtime we would like to recommend his using our express RMA optionThis will allow us to send a replacement item asap with a credit card holdOnce we receive back the defective item we will release the hold from the cardPlease feel free to reach out if you have any further questions or concerns.
Best,
Corsair Support

Initial Business Response /* (1000, 5, 2015/05/12) */
Due to the non-standard way in which the RMA was submitted by the customer, there has been delays in processing and we are unable to locate the drive he claims has been returnedAs a courtesy, we will ship him a free replacement
product
Initial Consumer Rebuttal /* (3000, 7, 2015/05/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I stated to the Revdex.com, my desired resolution in this matter is the return of my flash drive, which they claim cannot be foundAlso, it appears in their response that they suspect that it was never received in the first place since they state that "we are unable to locate the drive he claims has been returned." I sent in the flash drive with the following letter; please note that this represents the entire correspondence that was mailed
TO: Corsair Monday December 1st Technical Team
XXXXX *** Parkway
*** CA XXXXX
I am writing this letter to inform you of a flash drive that has developed a problem of both reading and writing information to in an attempt to see if it can be repaired and/or replacedThe flash drive in question is a Corsair Flash Voyager Slider 8GBI purchased this drive not more than a year ago and I am returning it to you to see if the information on it can be retrievedAccording to my daughter, it contains drawings that were done for a class project and she is no longer able to review themI am not sure if the drive is or has been corrupted in any way, so my best option at this time is to see if anything can be done on your end concerning this problem
I thank you in advance for any information that you can provide concerning this matter
Sincerely,
*** C***
On December 9, at 10:55AM *** ***(***@corsair.com) wrote the following
in an e-mail to me
Hello,
We received a Flash Drive from you, however you do not have an RMA in place for the unitPlease submit a ticket for an RMA on our support website at http://corsair.force.comPlease make sure you attach a copy your invoice to the ticket so that we may verify and honor the warrantyOnce you do we will be able to approve of your RMA and ship you a replacement
Thank you!
*** ***
Customer Service Representative
T:XXXX)XXX-XXXX
E:***@corsair.com
Also on December 9, at 7:24PM, I received the following from ***@corsair.com
Hello ***,
Thank you for contacting Corsair
Corsair has received your Standard Replacement RMA requestYour ticket # is XXXXXXXA Corsair Representative will respond within business daysCorsair Customer Service and Technical Support is available Monday-Friday, 7:00AM-5:00PM Pacific Time (excluding weekends and holidays)
Please do not reply to this emailIf you have any further questions or concerns, please update your ticket by logging in to http://corsiar.secure.force.com, click Tickets, click the Ticket number referenced in this email, and click Add Comment
Thank you for choosing Corsair
Corsair
On December 10, 2014, I received the following, the first correspondence through an e-mail and the second through an e-mail from the Corsair generated ticket portal:
***@corsair.com
Your Corsair RMA has been processed
December 10, at 8:35AM
Hello ***,
Thank you for contacting Corsair
We received and approved your Standard Replacement RMA requestYour RMA # is XXXXXXX
Once Corsair physically receives your item, your replacement will be processed and shippedFor your convenience, click the following link to automatically generate a return address label for your returnPlease use this label when shipping parts back to Corsair
Thank you for choosing Corsair
Corsair
Created By: *** G(12/10/XXXX X:XXAM)
Your ticket has been approved for replacementFurther instructions will be emailed to your shortlyPlease let us know if you can't afford any downtime so we can transfer your ticket to our Customer Service for a possible Express RMAOur office hours are from 7AM to 5PM PST, Monday through Friday
Please make sure to attach a copy of your purchase invoice/receipt and a clear picture of the engraved lot code in the Attachment section below for warranty referenceThank you
The following series of correspondence was communicated by me and Corsair representatives through the Corsair generated ticket portal
Created By: *** *** (1/6/XX X:XXPM)
Please note the purchase invoice/receipt has been lost and that any engraved lot code that you may speak of can be retrieved from the actual flash drive itselfIt was purchased about years agoIf you need any further information that I may provide please don't hesitate to email meThanks in advance for your cooperation in this matter
Created By: *** ** (1/6/XXXX X:XXPM)
Hi,
If it was purchased from a stores website I'd suggest checking for a copy in your email or on their websiteIf it was purchased in a physical store the store may have a copyWhat is the lot # on the USB connector?
Created By: *** *** (1/8/XXXX X:XXPM)
I noticed that a serial number and/or lot code can be found on the flash drive itselfIt can be found on the connector end if that information is of any helpI am still in the process of obtaining the information on the purchase receipt, if I can retrieve it
After I heard no response for about close to a month and a half, I mailed the following letter to Corsair
TO; Corsair Wednesday February 25,
Technical Team
XXXXX *** Parkway
*** XXXXX
Recently I sent in a Slider Flash Drive for possible repair or replacementSince I jumped the gun in the process by not getting an RMA prior to the return, I had to generate one after the product was receivedAlso, I was unable to locate a receipt for it's purchase, either by lost or misplacement on my partTherefore, I am requesting the return of this item as I will try to use a third party for the recovery of information on itI deeply apologize for any confusion that I may have caused in this whole processIn the future, I will better myself in the retaining of receipts on products that require proof of purchase for warranty concernsThank you in advance for your cooperation in this matter
Sincerely,
*** C***
I had not received any additional correspondence from them since I mailed the above letter, either by e-mail or through their service portalSo I e-mailed them through their service portal with the following
Created By: *** *** (5/9/XXXX XX:XXPM)
Around February 25th I sent a letter to the Technical Team at Corsair requesting the return of my flash driveIt appears that I am unable to locate the sales receipt of the original purchase and that to simplify this entire process that I just need my flash drive returnedThanks
Today, as I write this I have since received a new replacement Corsair Voyager 8GB Flash Drive in the mailMy original flash drive was not includedI am still requesting the return of the original flash drive as it is my desire to use a third party to see if any information can be retrieved from itThank you for all that you do
Final Business Response /* (4000, 9, 2015/05/21) */
We are investigating to see if we can find the customer's original flash driveSince it was not returned with an approved RMA number at the time, we will do our best to see if we can find itIt would be helpful if the customer can also provide a tracking number associated with the returnThe customer's ticket # XXXXXXX will be updated accordingly

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is more than satisfactory to me. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: I have not received any contact from Corsair, as stated by the previous response. Additionally, Corsair must provide evaluation use cases, and analysis to myself so that I may understand how they will be evaluating whether the CPU has damage. Also, if my CPU is shipped to Corsair, during this time my system will be in-operable. This is un-acceptable overall, especially with what limited response and information Corsair has provided over all.
Sincerely,
[redacted]

Hi [redacted],
Thanks for taking the time to reach out to us regarding this issue. At this we would like to help you get your refund. As of today we attempted to process a refund of your money. We were, unfortunately, unsuccessful as a charge back has already been filed against your order preventing us...

from processing this.
After further investigation it seems that the wrong receiving order was setup when you sent your keyboard back so a replacement was sent you via UPS Tracking number [redacted], which arrived on 1/13/17.
At this point we are willing to provide you a pre-paid label for you to return the second keyboard to us. Once we receive that we can notify our Finance team so you can get your money via the chargeback. If you have any other questions or concerns please feel free to reach out to us.
 
Best,
Corsair Customer Support

Complaint: [redacted]I am rejecting this response because:
If this was the case, then why would you all have sent out memory to me to exchange in the first place?  Corsair still has not charged back my 330 dollars for the express RMA when you received the memory from me over a MONTH ago.  Plain and simple fact is that no one at your company has any clue.  Awful customer service (and I mean extremely rude) and a fake apology for all the trouble I have been put through.   For that fact and the absolute trouble I have been put through with rude customer service and absolute incompetent associates you all should send me the version 5.32 (that has the CL connector).  This company charges extraordinary prices for this memory and this is the way Corsair handles their customers.  Knowing this moving forward I will be driving my customer base away from these products.   
Sincerely,[redacted]

Hi [redacted]
I apologize for the lost time waiting for your RMA. As of this morning I have sent out your replacement to you via UPS 2nd Day air as well as notified the warehouse to ship this out ASAP. You can expect your replacement power supply to arrive by Saturday at the latest. 
After further...

investigation it seems that the delays you were seeing were due to stock issues and your HX750 being an EOL product. As a result we have upgraded you to an alternative replacement of the HX850i. (http://www.corsair.com/en-us/hxi-series-hx850i-high-performance-atx-power-suppl...⇄ We have replied with all this information to your ticket as well. If you have any questions feel free to reach out to us. Have a great week!
Best,
Corsair Customer Service

Corsair would like to extend its thanks to Mr. [redacted] for his patience while our team was investigating the lost package for his RAM. After a brief follow-up conversation with him on Friday, we would like to consider this issue resolved.
 
This resolution involved Corsair sending out...

a replacement to him that was delivered on 8/8/16. For more details please see the below timeline of critical events.
 
7/25/16 Ticket Created
7/26/16 Warranty Replacement approved by Technical Support team.
7/26/16 Express Replacement booked Replacement item shipped out via [redacted] (Tracking #[redacted])
7/28/16 Package [redacted] Arrives at [redacted] facility in Memphis TN.
8/2/16 Investigation opened into the lost package.
8/4/16 Sent out second replacement to Customer via [redacted] (Package #[redacted])
8/8/16 Package [redacted] arrives in FL.
9/7/16 Follow Up with Customer.