Corsair customer support rant

[Billy Pilgrim]

Sorry if this rant is out of place here.

 

In December I bought a Corsair K55 keyboard for $50.

 

I plug it in and the RGB and keys work fine, but when I open iCUE, the software that allows the users to customize the keyboard and macros it told me that the firmware was outdated and could not be updated through the software.

 

I post a thread here, then head over to Corsair support where they tell me to perform a factory reset on the keyboard by pressing a button on the back. After a few hours of searching and digging around online it becomes apparent that this model of keyboard does not have a reset button and instead you need to hold down a combination of keys. They knew it was a K55 keyboard. I do that and that doesn't work either so I ask them what to do next and they tell me to uninstall the software and change some registry setting before installing and older version of the software. That doesn't work. They then tell me to use another computer so I plug the keyboard into my Mac and surprise! that also doesn't help. At this point I got really frustrated and just gave up.

 

Has anyone else had bad customer support with Corsair? What should I do next?

[Skiiwee29]

@Corsair Nick

[bloodthirster]

I had some Corsair RAM go bad after a couple of months and contacted customer service through their site (form you you fill out)  to get more info and never heard anything back.  I'm guessing something went wrong sending/receiving it.  I just ate the price of RAM and have some nice looking paper weights now.

[Billy Pilgrim]

10 hours ago, bloodthirster said:

I had some Corsair RAM go bad after a couple of months and contacted customer service through their site (form you you fill out)  to get more info and never heard anything back.  I'm guessing something went wrong sending/receiving it.  I just ate the price of RAM and have some nice looking paper weights now.

Well this is making me slightly worried.

I also have Corsair RAM and a Corsair PSU.

[Dedayog]

10 hours ago, bloodthirster said:

I had some Corsair RAM go bad after a couple of months and contacted customer service through their site (form you you fill out)  to get more info and never heard anything back.  I'm guessing something went wrong sending/receiving it.  I just ate the price of RAM and have some nice looking paper weights now.

No offense, but if all you did was send a form and then just gave up...  

[VinsinityKT]

I had to RMA a set of Dominator Platinum 2x16gb and they sent me a set with different speeds that doesn't match up with the other set I had...

[bloodthirster]

31 minutes ago, jstudrawa said:

No offense, but if all you did was send a form and then just gave up...  

It was around the holidays and I was busy with my normal job, side job and getting ready to fly out and visit family.  Plus I had some gskill RAM laying around so I used that and forgot about Corsair not contacting me.

 

That's beside the point that you shouldn't need to contact a company multiple times when it's clear thier product is defective.

[Dedayog]

Just now, bloodthirster said:

It was around the holidays and I was busy with my normal job, side job and getting ready to fly out and visit family.  Plus I had some gskill RAM laying around so I used that and forgot about Corsair not contacting me.

 

That's beside the point that you shouldn't need to contact a company multiple times when it's clear thier product is defective.

Could you have possibly missed their reply via email maybe?  A phone call follow up is standard in a situation like that, especially if the company didn't get your form or it didn't get routed to the right department, how would they be so clear their product is defective?  

 

I just wouldn't have written it off so easily, but when life is busy sometimes it happens.

[Corsair Nick]

16 hours ago, Billy Pilgrim said:

Sorry if this rant is out of place here.

 

In December I bought a Corsair K55 keyboard for $50.

 

I plug it in and the RGB and keys work fine, but when I open iCUE, the software that allows the users to customize the keyboard and macros it told me that the firmware was outdated and could not be updated through the software.

 

I post a thread here, then head over to Corsair support where they tell me to perform a factory reset on the keyboard by pressing a button on the back. After a few hours of searching and digging around online it becomes apparent that this model of keyboard does not have a reset button and instead you need to hold down a combination of keys. They knew it was a K55 keyboard. I do that and that doesn't work either so I ask them what to do next and they tell me to uninstall the software and change some registry setting before installing and older version of the software. That doesn't work. They then tell me to use another computer so I plug the keyboard into my Mac and surprise! that also doesn't help. At this point I got really frustrated and just gave up.

 

Has anyone else had bad customer support with Corsair? What should I do next?

Sounds like they rep helping you was going through some general troubleshooting steps to resolve the issue.  Go ahead and send me the ticket number, and I'll reach out to our Technical Support staff to see what we can do to escalate the resolution.