Video card killed by closed loop cooler,but company has ingnored me

[trainergames]

Ok my cooler quit cooling at all one day(pc would auto shut down to keep from overheating)back in december after less than a month of having it,i unhooked it but left it mounted in the case to take out later,then i messaged the company and they ask me to mail it for "failure analysis",and i found out it would cost me $30 or more to send it to them,cause i live in texas,and they are located in canada,i could not,and still can't afford that much extra money,so i left it in the case and went to work,and a mix if the stress of work,and have just been in a small car wreak the month before,and being mad that they wanted me to pay for shipping,i forgot it was still in my case,(for some reason i thought i had already removed it),then i found out i had not eariler this month,when i found my pc off, i took the video card out and emailed them,this is the reply i got.(before reading it keep in mind i got this cooler as a replacment for one that exploded in my pc i was lending my sister,but all the parts were saveable then)

 

 

(NOTE:changed some info for safety reasons)

Hello *********,

Thank you for contacting CoolIT Systems Inc.

Please follow the instructions we sent to you via email on 02 October 2013 to clean your system components. For your convenience, I have reproduced the instructions below.

As rightly noted, you were to return this replacement unit for failure analysis in December 2013 but did not do so. As such, we may not take responsibility for the eventual leak or damage to your system component. 

Our offer to send you another replacement still stands. To claim this offer, you will need to send back the defective replacement unit for failure analysis as requested. Depending on the outcome of the analysis, we may send you another replacement unit.

Please note that your login password to our Customer Support Portal has been reset to: '**************'. Please use the new password and your email address to login and respond to this support case. 

Regards,

CoolIT RMA Dept.

"Cleaning Instructions: 
(This procedure works best if followed as soon as you have noticed your PC components have been in contact with the coolant.)

In the case of your motherboard and GPU you should be able to use distilled water to clean off as much of the coolant residue as you can after removing them from your chassis. If necessary you can try submersing the motherboard or the GPU (only after removing the CPU processor, heat sink, and fan or FHE) into distilled water and moving them around for 15-30 seconds to allow the distilled water to dissolve the coolant residue off of them. You will then need to allow the components to air dry for at least 3 days before testing them.

If other components are affected by the coolant please let us know as each one may require specific cleaning instructions.

In the instance of coolant possibly going behind the processor and into the socket, we would suggest the use of a quality contact cleaner. Below is a good example of a contact cleaner.

http://www.mgchemicals.com/products/cleaners/contact-cleaners/super-contact-cleaner-with-ppe-801b/

Follow the instructions found on the label of the product."

 

Well later that day i sent them this:

 

"Well I did not send it cause I can't afford the $30+ it would cost me to send it from houston tx, and I had unplugged it and used the stock amd cooler, and planned to remove it in a day or 2 but between work and other stress at home I forgot it was even in there, I thought I had already taken it out for some reason.

My gpu was the only place I saw the coolent on.
Also it may already be to late for my video card cause it has white and green powder forming on the solder joints, and I tried all my drives in an external hdd enclosure, and none of them worked.

So I am screwed with regards to my computer, cause all the parts that did not get wet, that I have been able to test have not worked, I am afraid the the whole computer is fried...."

 

I cleaned the video the way the suggested after going to the store to get the distilled water,while letting it dry for a a while,i messed around with the other parts and i found out all the other parts were working...,this was on the 11th of this month,well on the 17th i tested the video card,and i got the bad video card beep code.

Then i sent the company this:

 

"I cleaned the video card exactly like you said and it does not work,luckly all the other parts ended up working just not the GPU, i have attached pic of the video card taken just after after you sent me that email,before i cleaned it.

 

I don't have the money to buy a new card,and it is 2 months out of it's warrantry,and i don't have a working backup.

 

The video card that died was this card.

http://www.newegg.com/Product/Product.aspx?Item=N82E16814102961"

 

Here is a link to the pics i had attached:

http://i.imgur.com/1j2w7vu.jpg

http://i.imgur.com/FKOvSGS.jpg

 

Well i have not gotten any reply form them for either email,and i don't know what i should do know.

 

Is there anything i can do,or am i screwed?

 

[Prokart2000]

i HATE companies like that thats why i build my own i suppose you could nag them like crazy

[legopc]

call them up and try getting a guy on the line thats high up and explain to him that you are not able to pay but do prove that stuff got broken 

[Ghost]

Unfortunately their warranty only covers their product, not products you had in the PC at the same time. This is the same across all water cooling products. They can provide a good-will gesture (if they feel its appropriate) but you won't be getting a new 7970 out of this.

[TriBeard]

This is the same across all water cooling products.

I'm not sure about that. I'm almost positive that corsair will replace anything damaged by their product if it fails, and I think cooler master will as well.

[trainergames]

Unfortunately their warranty only covers their product, not products you had in the PC at the same time. This is the same across all water cooling products. They can provide a good-will gesture (if they feel its appropriate) but you won't be getting a new 7970 out of this.

Well with the first cooler they did that,they did not have me even have me send in the old one,but they won't do that this time.

[TheDigitalRealm]

Sorry, but they'll only replace their own products. That's usually how it always works. If they can be persuaded, they can cover the costs of shipping in a gesture of Good-will. 

[Ghost]

I'm not sure about that. I'm almost positive that corsair will replace anything damaged by their product if it fails, and I think cooler master will as well.

 

If you see that written anywhere please link a source.

Well with the first cooler they did that,they did not have me even have me send in the old one,but they won't do that this time.

They need to find out why their product failed in order to send you a new one. Otherwise someone could just sabotage a AIO and demand a new one.

[trainergames]

If you see that written anywhere please link a source.

They need to find out why their product failed in order to send you a new one. Otherwise someone could just sabotage a AIO and demand a new one.

i understand that,but they won't even offer,to do what newegg does when you need to rma something,and give me a prepaid shipping label to use to ship it,,cause i can't afford to spend around half the cost of a new one just to ship it to them,i am not doing good money wise,and can't afford the extra $30+

[TriBeard]

If you see that written anywhere please link a source.

 

I can't find it specifically stated in their warranty, but there are people on various forums that have had coolers from corsair leak and damage other components, and corsair replaced those components. I wasn't able to find similar stories for cooler master, but I wasn't as sure on that one anyway. It's not as good as if they specifically said it in the documentation, but at least it's something. At the very least, they would treat people better than the OP seems to be getting treated. Nothing is worse than a company that won't honor warranties. 

[Ghost]

Nothing is worse than a company that won't honor warranties. 

1. There are much worse things a company can do.
2. The warranty is being honoured.

People getting parts replaced is a good will gesture. The customer was most likely given money, not parts.

[trainergames]

 

1. There are much worse things a company can do.
2. The warranty is being honoured.

People getting parts replaced is a good will gesture. The customer was most likely given money, not parts.

 

I would be fine with that,but what i am most upset with is the fact that they are ingoring me.

Should i mabye contact them on twitter?

Cause i have heard that tends to help on getting things taken care of.

If so what should i say?

[TriBeard]

 

1. There are much worse things a company can do.
2. The warranty is being honoured.

People getting parts replaced is a good will gesture. The customer was most likely given money, not parts.

 

 

Whether the customer was given parts or cash equivalent to the parts value is pretty much a moot point. It's the same deal. 

 

Point 1. I guess I should have said there are few things more annoying than when companies don't honor warranties. 

Point 2. Maybe it would have been more appropriate to say "Nothing is more aggravating as a customer when companies go by the exact letter of what they warranty says they should do and don't take in to consideration any unique or otherwise special circumstances". No, they don't have to, but it's what separates technical support from support that keeps people coming back. 

[trainergames]

Do you guys think contacting the company on Twitter would help at all?