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In summer 2015 I purchased a high end power supply from a very well known UK online retailer that specialises in computer parts. All went well, until one day 4 years and 9 months later (on a 5 year warranty) my PSU gave up the ghost and would no longer power on. At first I was not sure of the warranty period or when I had bought it, so I was unsure if it was covered. After a search for an invoice later and confirmation from coolermaster of the warranty period, I knew I was still covered.
I spoke to coolermaster directly over the phone and also by their support ticket feature on their website. Over the phone they told me that because the item was still in warranty I could RMA it, however, I would have to pay for the postage so they suggested I might be better off contacting the retailer. Since the item was 3kg in weight and I would have to return it to Europe I decided to get in touch with the retailer.
This is where my problems started, and this was no fault of coolermaster, the retailer used every excuse going to avoid having to deal with it, to their credit they did offer a full refund but given that a like-for-like replacement would cost more than double that, I decided to stick to my guns. They told me that the warranty was void because a small sticker containing the serial number had become detached from the product – they even accused me of tampering with it. I submitted a support ticket to coolermaster with the info and they told me not to worry, they told me after almost 5 years of use its not unusual for a product that transfer heat to have its sticker simply fall off and provided me with a reference number to give to the retailer, which obviously I did. I had also previously tried explaining to the retailer that its not outside of the realms of possibility for this to happen but they wouldn't budge.
Two months later, I after several ignored emails and failed callbacks with the retailer, I phoned and spoke to their customer service manager who told me that the item had been rejected but could not tell me the reason why. So, once again I contacted coolermaster via support ticket because as far as I was concerned there was nothing that could go wrong at this stage. And this is where coolermaster really went into their element.
As it turns out, they had mistakenly rejected the item when it was returned by the retailer and as soon as I made contact with them, within a day they had got back to me asking for my address to replace my PSU, naturally I obliged. Exactly 3 days later I received a brand new, even higher end PSU and now after 3 months my computer is back up and running as good as it ever was. 3 months from start to finish but as soon as coolermaster got wind of my issues it was resolved in just 3 days, 3 days to ship a PSU from Europe to the UK. Great work and they have gained a customer for life with me after this. I generally usually use at least something of theirs when building a new PC, which I tend to do twice every 2 years because I have 2 PC's, but now I am going to make sure that I always do even if it costs a little more than I had wanted as I have never really had any issues with coolermaster products before, but the moment I did they leapt into action and solved all my problems better than I had ever anticipated.
I do not usually bother leaving positive reviews, I feel that it is better to know what is bad than what is good in order to make an informed decision, but I also believe that when someone goes the extra mile that they should be commended for doing so which is why I have left this review today.
Are you going to
A: Buy a new hardware kit?
B: Throw the whole thing away and buy a whole new cooler?
It's a trick question because it depends on where you live.
You see, in the EU, the government has put more force on corporations to make their products have less waste, be less predatory on consumers, and to have replacement parts available. All very reasonable regulatory actions in our modern day and age.
In the USA our government pretends to do this while doing shady backdoor deals with companies so as to not allow people to do things such as repair their own computers, or expect to find replacement parts.
And thus in Cooler Master's EU store you can find a hardware kit for a reasonable price.
No such thing exists in Cooler Master's US store.
Furthermore, when contacted, Cooler Master USA washed their hands of the whole thing, leaving me with a sick feeling in my stomach as I have been selling their products for 5 years and did not realize their customer service was literally non-existent over on this side of the pond. I've built over 30 premium gaming computers using Cooler Master cases and coolers, and at this point I don't think I am going to support their products ever again. Over a screw that probably costs less than a dollar to make. Reap what you sow.
Their website, still broken! been broken for almost 7 months now. They had a "Announcement" page displayed and half the time there was no notice under the announcement, and then, when there was, it did not really help as the website in many aspects was broken, from emailing RMA team, conversational chats, to posting pictures and receipt files, to get approved for the RMA. I had even registered my product as soon as i bought it, but sense this stupid company is run by slow people, it was lost when the website went down, and must have been deleted!
Then, after dealing with liar's from both the RMA on the website, AND on Facebook, being told every lie in the book, never confirmed any information i gave them, etc. They end up mailing my replacement 4 months later!!! to the wrong address mind you! It took 4 damn months, to finally get a replacement, and they go and drag their feet as much as possible because they did not want to honor the replacement!
They have many many users on NewEgg.com under reviews, talking about the same problem I had….pump failed a year in or less, or right away….and leaks. This was to like %70 of the people who bought this POS. So, because this company must be run by new people that could care less about the company they bought out, most customers are being ripped off, replacements not being shipped, or being shipped to wrong addresses, etc.
I gave them my new address 4 times!! both on FB and the website, i even took screenshots of all conversations, all dates and times, all possible pictures of product damage, etc just to cover my own butt, while these people kept screwing things up. So, at the end of the day, these morons mailed my replacement, cost me an extra $25 to mail back the dead one, just so they can mail it elsewhere, were it was then stolen the day it arrived because they never told me it would be FedEx, no signature! Told me via email it would be delivered on a Tuesday, a week later, NOPE…..arrived 2 days later, and i only got the email confirmation of this with tracking, 5 days after it already was delivered!!!
So if anybody has any common sense, do not deal with these greedy people. They told me the reason it took so long, was because the entire company was restructuring, and systems, entire systems, were being changed right on the holiday season no less. They then gave me another excuse, that they "Closed the Books", so that was more important then customers…had to make sure you guys got those record profits!! screw customers you lied to and ripped off though.
Yeah, I'm a bit ticked off still, and may use some name calling and bad words….but who wouldn't be angry after all that, being patient, and then being outright ripped off and lied to? and for what? Stay away from Chinese owned companies if you can, especially Cooler Master If you think they care about you or your warranties, think again! Another nail in the coffin for them from me, was when their same staff, went on newegg.com to reply to my review, basically calling me a liar and that it was all my fault it got screwed up.
Not the fact the website was broken and down on and off for half a year, not the fact no communication was actually going on between the FB page.staff, and the RMA staff on the main website, and of course, its not because their product is junk…no no no….its MY FAULT….my fault it all got screwed up. They couldn't then, talk to the warehouse were the order was being replaced and shipped, to make sure it went to the new address no….BUT….they offered to cancel it for me no problem! So, how can you not talk to the same people to make sure new address is put in, but can easily cancel the shipment? Again, run by Chinese communist con artists, who will eventually, fully tank this company.
You, as a consumer, have been warned! STAY FAR AWAY! I wasted so much time and money on them, if they did it to a 1st time customer, they are doing it to almost everybody.
In Denmark the warranty period start over if you get a replacement, but Coolermaster refuses to give me a new warranty period even though it is the law in Denmark.
If Coolermaster trusted their own products to last, I can鈥檛 see any reason not to give an extension to the warranty period, but apparently they don't.