Phanteks Bad Customer Service

[fluxdeity]

Bought two Halo RGB rings to put on my CPU fans as the package and sticker say MSI Mystic light. The description says it is 12v and works with mystic light. So I assume it would plug into the 4-pin header. Upon arrival it's a proprietary 3-pin plug that won't even fit on the 5v header.

 

I emailed phanteks to see if they could send out an adapter and they basically said I'm SOL, I'll have to buy one. The issue with that is the only "adapter" I can find from them is for 4 pin headers and 4 pin plugs. The cable on the Halo RGB ring is 3-pin! So they presumably don't even make an adapter for it. 

 

Returning these and just buying RGB fans from Corsair. Phanteks is a PIA to deal with.

 

Spoiler

 

[fluxdeity]

Quick Google search shows they have a reputation for not having good customer service. I'm not saying they have bad products, but should one fail, or not be advertised correctly in this case, they will make sure Not to help you. To anyone looking at their products I recommend a different brand.

[Herman Mcpootis]

9 minutes ago, valdyrgramr said:

Your assumption was wrong.  It's not what's being advertised.  It just means the product will work with it not that it comes with everything.  I'm looking over the product page now and even I can see you assumed wrong.  Lastly, you're entitled to the adapter for free.  That doesn't make them bad, and the agent who emailed you did nothing wrong.  People like to give customer service reps shit due to entitlement.  You're entitled to a free product.  I mean I've done Google searches too and people like to give Gigabyte shit.  I liked the one on reddit where the guy says Gigabyte is shit because he clearly voided his warranty and they refused to help him.

the halos IIRC doesn't come with the adapter, looks like he needs to get their controller with the halos frames that he was referring to.

https://www.amazon.com/Phanteks-Adapter-Specified-Control-PH-CB_RGB4P/dp/B01BZIBJAK 

 

[Herman Mcpootis]

4 minutes ago, valdyrgramr said:

Ya, I went to the product page on amazon.  It's so obvious that you need an adapter that isn't included since the amazon product pics list everything included.  I'm pretty sure the listing even says the part is sold separately.  In fact people even commonly do buy it too since they know it isn't included.

hell i recommended the standard 4-pin ones often in the past and put the adapter in all the time, this complaint is more the OP not understanding what comes with what he bought and then throwing a fuss about it.

[fluxdeity]

9 minutes ago, Herman Mcpootis said:

hell i recommended the standard 4-pin ones often in the past and put the adapter in all the time, this complaint is more the OP not understanding what comes with what he bought and then throwing a fuss about it.

Did you guys even click the links? My link to their 4 pin adapter is the same one you linked. That would not work for the Halo RGB rings. The rings have 3 pin plugs, and they aren't the standard 5v 3-pin with the space in between two of the prongs. It's a straight 3 pin prong unlike the 5v header on motherboards. Their plug on the Halo ring would stop before even getting to the last pin pictured. It says nowhere in the description that an adapter is needed. Nor does it even show the plug to show it's not the standard 3 pin 5v plug.

[fluxdeity]

19 minutes ago, valdyrgramr said:

Ya, I went to the product page on amazon.  It's so obvious that you need an adapter that isn't included since the amazon product pics list everything included.  I'm pretty sure the listing even says the part is sold separately.  In fact people even commonly do buy it too since they know it isn't included.

They're losing a customer over a $3 cable they could put in a padded mailer. Smaller companies than them send out free brackets for CPU coolers and other small items as such all the time no questions asked. That's from my own experience. I've had plenty of experiences with customer service reps from plenty of companies across all markets, not just computers. Phanteks has bad customer service.

[fluxdeity]

Just now, valdyrgramr said:

So, you think you're entitled to a free product that they're selling and that's why it is bad?  I think 7/11 should give me free stuff.  I shouldn't have to pay for anything that only costs 3 bucks or less at a 7/11.  Damn they lost me as a customer when I tried to walk out with a candy bar without paying.  Those bastards.

You're very ignorant. Of course you don't get free stuff for just walking in the door. I purchased two of their products that are advertised as working with 5v headers but says nowhere it requires a separate purchase. Also you have yet to show me this magical 3 pin adapter they have. The 4-pin adapter you guys linked is the same I linked, and it will not work with the 3 pin Halo rings I purchased.

[fluxdeity]

2 minutes ago, valdyrgramr said:

Your links come straight back here.  It is kind of obvious that an adapter is needed in the listing on amazon.  You made an assumption.

says 12v in the Amazon description and 5v on the package itself. Nowhere does it say an adapter is needed, or a separate controller. What it does say is compatible with mystic light. Not that it requires anything else. Like a separate purchase.

[fluxdeity]

3 minutes ago, valdyrgramr said:

You didn't link anything other than this thread.  <.<  I clicked your links and they reroute back here.  Hey, you're the one saying you're entitled to a free product, not me.  That's entitlement not shitty customer service for not giving what you want.  Where does it say on the product page that it comes with the adapter you keep asking about?  Saying that it works with RGB sw doesn't mean it comes with the adapter.  You made an assumption.  You were wrong.  And, now you think a company is shit for not bowing down to you and giving you what you want for free.

Links worked when I was writing the post, strange. Went ahead and posted pictures to everything I linked. The adapter linked wouldn't even work with the three pin Halo rings..phanteks doesn't even sell a 3 pin adapter but the plug on the rings is 3 pin.

[fluxdeity]

1 minute ago, valdyrgramr said:

Nowhere does it say it is included.  All those "stickers" means is that it works with the sw.  Again, you're making assumptions.

Please explain to me how to plug this into a motherboard and make it compatible with Mystic light. Please show me this magical adapter. The 4-pin one you keep talking about will not work.

[fluxdeity]

5 minutes ago, valdyrgramr said:

Saying it works with the sw is not saying it works with your hw.  Mystical light is not exclusive to your mobo. e.e You're making a lot of assumptions and are having buyers remorse over it.   Then blaming a company for your misunderstanding.  That's on you.

So explain me that then. How would you control it with software it you can't even plug it into the computer? You do know where's a 12v 4-pin RGB header, and a 5v 3-pin RGB header, yes? They are standard on any motherboard with an RGB header. It will have one, the other, or both. I have both. The cable that is provided with the Halo ring plugs into neither. They do not offer a cable that allows it to plug into either. So please explain how I would control it with software, when it doesn't plug into the motherboard, and they don't even make this adapter they mentioned in the email I posted.

[LukeSavenije]

1 minute ago, fluxdeity said:

They are standard on any motherboard with an RGB header.

yeah... no

 

they can vary even per model...

[fluxdeity]

5 hours ago, LukeSavenije said:

yeah... no

they can vary even per model...

Here's a gigabyte board, same headers as my MSI board. RGB motherboard headers are either the 12v 4-pin or 5v 3-pin

 

5 hours ago, valdyrgramr said:

You do know that mystic light is not exclusive to your mobo, right?  MSI provides it for all their rgb products.  That doesn't meant this is compatible with your mobo.  It simply means if it works with your mobo that you can use mystic light to control it.  They've done nothing wrong, but you made a lot of assumptions and are having what is known as buyers remorse.  Just return it and move on.  They did nothing wrong.

What are you talking about?? I not once said only MSI motherboards. I'm talking about motherboards in general. Mystic light runs on Windows. For this to be Mystic light compatible even with an adapter, it has to plug into the motherboard. Either through the RGB header, or USB header. Neither of which the Halo ring cable will plug into. Nor does phanteks offer an adapter that would even work with this cable. Their 4 pin adapter they sell isn't compatible with the Halo ring I purchased here

 

[Lokio27]

It's fairly well understood in the enthusiast community that if you have a cable that handles RGB lighting, you need either a Mobo with an integrated RGB controller, or an external one. 

 

If you have the plugs for it on your board, why don't you, you know, plug it in and see if it works. Instead of bothering support about it. If you don't, then buy a damn controller.

[fluxdeity]

5 hours ago, valdyrgramr said:

I want you think about this very slowly.

The cable coming from the Halo ring is 3 pin, the other side of that cable you have shown, is 4 pins as well..the package for the Halo ring says 5v. Why would I overvolt it and plug it into 12v header? 

[fluxdeity]

 

5 hours ago, valdyrgramr said:

I want you think about this very slowly.

Can you tell me again how the 3-pin plugs into the 4-pin adapter you linked?

[fluxdeity]

1 minute ago, valdyrgramr said:

You don't need both of those you only need the female from the halo to the male part of the adapter.  The reason there are extra part on both of them is for daisy chaining.

I understand they daisy chain. I'm asking why I would plug the female 3-pin cable from the Halo into the 4-pin adapter? Everything online says 12v RGB headers can fry 5v RGB components.

[Lokio27]

Ok dude look, this isn't a processor. RGB LEDs aren't that sensitive to voltage. Literally just try it. If it breaks, get an RMA. I seriously doubt it will, I've never broken a 5v LED by running 12v through it.

[fluxdeity]

1 minute ago, valdyrgramr said:

Where are you getting this info?

 

Just now, Lokio27 said:

Ok dude look, this isn't a processor. RGB LEDs aren't that sensitive to voltage. Literally just try it. If it breaks, get an RMA. I seriously doubt it will, I've never broken a 5v LED by running 12v through it.

Ok even if I did, the Halo ring will not physically work with that 4-pin adapter. Just look! It's a keyed connector, as you can see by the tab on top of the plug in the pic I took. The adapter is keyed as well. The 4 pins inside the adapter do not line up with the keying on the 3-pin plug from the Halo

[fluxdeity]

1 minute ago, valdyrgramr said:

You have the one on the halo upside down and the one on the halo has enough clearance to fit into the adapter.  If you don't wanna risk it just return it and buy what you said you were.  Everyone else with both has had no problem hooking these 2 up.

I didn't flip my picture, just cropped it over. I know they don't go together as the pic shows, the keyed connector on mine is on top and the adapter pictured has the keyed connection on bottom. The keyed section on both plugs is in the middle, so the keyed section would go together, yes. But the 4 pins on the adapter are equally spaced. The 3 pins on my Halo ring are equally spaced as well, meaning none of the pins on the adapter would plug into my halo ring when the keyed connections line up.

[Dabombinable]

3 hours ago, Lokio27 said:

Ok dude look, this isn't a processor. RGB LEDs aren't that sensitive to voltage. Literally just try it. If it breaks, get an RMA. I seriously doubt it will, I've never broken a 5v LED by running 12v through it.

I broke a 3V 10mm red LED (one of the earlier+more robust ones) by hooking it up to a single 9V battery....mind you that was a single LED, not multiple in series or parallel...but still......they are sensitive to voltage. Just like any other semi conductor.

[N1tro199]

Could these be knockoffs?

 

Phanteks products only come in 4 pin.

 

These could be simple RGB LEDs that cycle on a fan header.

 

Where did you buy them?

[GoldenLag]

you know, did you ever read the manual?

 

because 80% of people skip this step. 

[N1tro199]

47 minutes ago, valdyrgramr said:

The normal halos have 3 pins, irrc.  It's the lux ones that have 4.

Checked website (Phanteks) they have 4 wires too. So I guess 4 pins aswell

[dalekphalm]

@fluxdeity a couple of things:

1. All your links are broken in the OP. Can you please edit your post and fix the links? Right now, every single link you've made redirects to this forum thread.

2. Can you post the specific and exact model number you've purchased? And provide a link to where you bought it from?

 

The Phanteks website clearly lists the 4-pin adapter as required to make RGB Motherboard controlling work:

Highlighting was done by myself.

 

All reference pictures I can find of the Phanteks RGB Halo rings also show a 4-pin cable. I also watched an unboxing video - again, a 4-pin cable.

 

So I'm curious how yours ended up with a 3-pin cable. Someone else mentioned that the cheaper ones came with 3-pin cables, but I can't find any 3-pin version listed on the Phanteks website.

 

Some links and further information could really be helpful.