Corsair Components, Inc.

Complaint: [redacted]
I am rejecting this response because: The response does not address the questions at hand, but just makes an attempt to redirect them. Additionally, I did some further investigation into the CPU over heating. According directly to Intel (found in the spec sheet here: [redacted]i7-[redacted] the CPU maximum temperature is 74.04c. However, as you can see in the attached Core Temp logs, the CPU reached a level much higher than that due to the malfunctioning AIO water cooler, in multiple instances. Hence, without a doubt, we can say that the CPU was damaged in some way. At this point in time, I would request financial compensation to replace the now damaged CPU due to the failed H100i CPU cooler unit. 
Sincerely,
[redacted]

Hi [redacted],
 
Thanks again for your patience while we worked to resolve this issue. We take threats of bodily harm and property damage very seriously here at Corsair. As this email we have booked out the last of his replacement order it will be shipped from our Warehouse and should...

arrive via UPS 2nd Day air some time Monday or Tuesday. 
 
Best,
Corsair Customer Service

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. Sincerely, [redacted]

Contact Name and Title: [redacted]Contact Phone: [redacted]Contact Email: [redacted]The packaging refers to new products not refurbished products.On the Corsair Warranty page it states:Certified Refurbished ProductsCorsair offers a 1 year, replacement-only warranty for certified...

refurbished PSUs, Cases, Cooling units, SSD, USB parts, Audio, and Gaming Peripheral units.

Hi [redacted] Thanks for taking the time to reach out to us regarding this issue. After reading through your response you have put a lot of effort into troubleshooting. I cant imagine how much you must really want to know what went wrong. This is why unfortunately I regret that we are unable to provide...

you with the information you are looking for. This is not for lack of wanting, and let me take a second to explain why. As of May 1st the defective cooler arrived at our hub and was checked in.  After some initial basic testing the item was dis-positioned for a final resolution. This testing does not provide the detail you are looking for nor is it recorded in any system we can access. It helps to think of it as a black hole from which things can never return. Now it seems to me that at this point you are just unsure of your new cooler. If you like I can have one of our product experts reach out to you and talk through any questions you might have. I hope this help please let us know if you have any other questions.   Best, Corsair Customer Service

Hi [redacted]After speaking with our Product experts we have decided to bring your CPU in for Damage claim analysis. During this time we will test your CPU. If it is found to be not working as a result of a failure of one of our products we will go ahead and offer you compensation. Someone should reach out to you on your ticket regarding next steps shortly. Best,Corsair Customer Service

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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted]. I did indeed receive the RMA'd PSU on the 16th of September, and while I appreciate Corsair's apology and their offer to fully refund the price of the unit upon its return, I would rather not risk having the item become lost in the mail again. I have decided to resell the unit on my own to an acquaintance who is in need of parts for her new desktop. Since I received the unit, I am fully willing to agree that this complaint is resolved - getting what I paid for is satisfactory enough on its own. I would like to thank the Revdex.com for their prompt response and assistance in resolving this matter. Sincerely, [redacted]n

Hi [redacted]Thanks for taking the time to reach out to us and work on this request. Unfortunately at this time we are unable to validate the warranty on your product. On all of our Corsair Hydro Series cooling products we provide a 5 year limited warranty. In order to validate that warranty we...

require a valid proof of purchase. For details please see our corsair limited warranty: http://www.corsair.com/en-us/support/warrantyIf you are able to locate your proof of purchase please upload it to your ticket and I will be sure to have our technical support team review it and get back to you ASAP. Please feel free to reach out to us if you have any further questions or concerns. Best,Corsair Customer Support

Hi [redacted]
Thanks for taking the time to reach out to us regarding this issue. After consulting with my Product expert team they confirm that the DRAM that was sent to you is indeed compatible with Corsair Link. They mentioned that it does not use a “connector cable”.  When both are installed...

the DRAM should show up in Corsair Link. I apologize for any confusion caused by the agents. Rest assured that we always strive to provide the  best experience and we will be work with them on how to prevent future occurrences of this issue.
If you are still having trouble getting the DRAM to show up in Corsair Link please reach back out on your ticket and our Technical Support team will be more than happy to walk you through it to get what you need.
Best,
Corsair Customer Service

Hi [redacted]
 
Thanks for reaching out regarding this issue. I work with the escalations team here and would like to help you with your case. After reviewing the particular details of your case we have decided to honor your request. I apologize for any inconvenience you have had up to this...

point. As part of our normal warranty process we do ask for a proof of purchase to be provided. We ask for this for several reasons one is to help verify authenticity and 2 to establish a warranty period. For details please see our Corsair limited warranty: http://www.corsair.com/en-us/support/warranty. 
 
We will be reaching out to you on your ticket to help process your replacement. If you have any other questions or concerns please feel free to let us know. 
 
Best,
Corsair Customer Service Team

Hi [redacted]In order to proceed with the Damage claim please respond by completing the form sent to you on 5/23 on your ticket[redacted]. Once approved this process will require you to send the CPU to us for testing. Our Product expert team will than perform tests to see if the CPU is working normally. If you would like a more detailed explanation of this process I can have them respond to them with your initial email request for Damage Claim. Best,Corsair Customer Service

Hi [redacted]
Thanks for taking the time to reach out to us. I wanted to take a second to connect with you over this issue. After reviewing your case we have decided to uphold the initial resolution provided to you by the agents.
I know that this is not the resolution that you were hoping for and that...

it seems unfair to require a receipt for an item that is not working properly. We ask for this receipt for many reasons. Among those is to establish the warranty period as we offer the warranty from date of purchase rather than date of manufacture. A receipt also allows us to establish who the original purchaser is as the warranty is non-transferable between parties. For more details please see the remedies and exclusions section of the corsair limited warranty: http://www.corsair.com/en-us/support/warranty. 
That said we have had many customers in the past have success with retrieving their receipts from Fry's and our other re-sellers. If you are able to locate this receipt we are more than happy to validate your warranty. Please let us know if you have any other questions or concerns. 
 
Best,
Corsair Customer Service Team

At this point Corsair would like to further review this case before we can make a judgment on this situation. As of March 22nd we have reached out to [redacted] asking for him to upload a copy of his receipts. Once we have this information we will be able to review the case and see what we can do to help...

Mr. [redacted]. 
 
Best,
Corsair Customer Support

Hi [redacted]
We would like to apologize as it seems there was a miscommunication somewhere along the lines about how to proceed with our damage claims process. The overall goal is to verify which of your PC parts were broken and are still working. We do this by sending you a pre-paid shipping label to...

mail in your components to us. Upon receipt we will test them to see which are ok and in working order.
At this point we would like to continue this process with you. Please respond to the original email we sent to you. We will need a list of the products that you think were damaged by the cooler. Please if possible please also include the invoices for those products. With this information we can than get you a pre-paid label to send us the components for testing. Moving forward if you have any questions or concerns please respond to your ticket we have taken it moving forward.  
 
Best,
[redacted]

Hi [redacted],
 
Corsair would like to thank [redacted] for taking the time to reach out to us regarding this issue. Per the Corsair Limited warranty we customers are responsible for safe return of the item to our hubs. For details please see “ Products Lost or Damaged During Transit” in the Corsair...

Limited warranty here: [redacted]
 
At this point we consider this case resolved. Upon further investigation [redacted] was able to provide us with adequate proof of delivery at which point we processed his replacement that was shipped to him on May 4, 2017.
 
Best,
Corsair Customer Service

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. I will follow the process detailed herein and consider this matter closed assuming Corsair follows through in a reasonable manner. Sincerely, [redacted]

Hi [redacted]I apologize for any mis-communications on our end we will go ahead and look into that. As for the test scenarios, at this point we do not provide customers with the exact test scenarios involved in our damage claims process. What I can tell you is that they are industry standard best practices designed to see if your CPU is working properly. If it is found to not be working per the manufacturer’s specifications than we will offer a replacement or fair market value compensation. If this is acceptable please go ahead and fill out our Damage claims form and send it back to us, this will allow us to start the process and send you a pre-paid label to send the CPU to us.  Best,Corsair Customer Service

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/05/29) */
Please have the customer initiate a ticket on our portal system www.corsair.force.com so we may obtain his contact information and additional information regarding his rebate. We will then pursue this with our third party rebate company.