Corsair DRAM Lifetime Warranty problem

[xelemorf]

I would like to highlight my experience for the community with Corsair DRAM Lifetime Warranty, and ask around if someone else also experienced the same on this.

So it turned out that Corsair neglects to respect their own lifetime warranty or at least some of aspects, and in reality this is not as mature as it should.

Right after my 1 year warranty expired two of my eight memory modules became faulty. I have a 4x32GB KIT (8x16GB=128GB) Vengeance 2400MHz in quad channel.

Since all of the DRAMs are having lifetime warranty I have opened an RMA case for Corsair and started the RMA process.

Corsair approved my RMA request and sent me a shipping label for the return package, and asked me to send all of the memory modules, even the ones which are not faulty.

I have adequately packed the modules into a box, sealed it to be water resistant and sent as a registered package (wich tracking code).

 

After a few days, Corsair Netherlands received the package, and after 24 hours I was informed about a package from Corsair, which arrived quickly, but when opened the box I could only found 2x16GB modules (1x32GB KIT).

Since my RMA ticket was still in an opened state, I have updated it about the missing modules, attached the shipping manifest and a photo aswell, which clearly showed that there was a mistake on Corsair's end, they have missed sending me all of the modules. Since then more than a month passed, and Corsair neglects to make any meaningful progress on my case and this is really worrying.

 

Do you guys have similar experience with Corsair RMA?

I would really appreciate your input or any kind of advice on how to make them fulfill the RMA case by sending the proper amount of memory modules.

 

[Oshino Shinobu]

Corsair's RMA process has always gone smoothly for me. I RMA'd an H100i twice and had no issues with the process either time. 

 

Your only option is to keep contacting Corsair until they give an adequate response. 

 

There may be a Corsair affiliate on the forum, but I'd suspect they'd be for Corsair NA and wouldn't have much say when it comes to Corsair Netherlands or EU. 

[Tristerin]

@Corsair Nick still on this forum I think

[xelemorf]

Only North America has Customer Support, even EU cases are handled by NA. On their website only NA phone numbers are shown.

Attaching the Lifetime Waranty ref., also a screenshot.

https://help.corsair.com/hc/en-us/articles/360033067832-Corsair-Limited-Warranty#h_41c70d1a-2144-4ab2-b97c-2353cfb4bebd

[xelemorf]

1 minute ago, Tristerin said:

@Corsair Nick still on this forum I think

Thanks

[mariushm]

@jonnyGURU also works at Corsair, but not sure how much he can help you (him being located in US)

[Dutch_Master]

Ah, but they do have a Dutch address & phone number, provided it's the same company:

 

Corsair Memory B.V.

Wormerweg 8

1311 XB Almere

+31365366708

 

HTH!

[SpookyCitrus]

1 minute ago, xelemorf said:

Only North America has Customer Support, even EU cases are handled by NA. On their website only NA phone numbers are shown.

Attaching the Lifetime Waranty ref., also a screenshot.

https://help.corsair.com/hc/en-us/articles/360033067832-Corsair-Limited-Warranty#h_41c70d1a-2144-4ab2-b97c-2353cfb4bebd

It's not like they aren't warrantying it, they did, they just sent you the wrong kit back. It's not a problem with the warranty it's a problem with what was sent out to you by their RMA department. I would keep trying to get into contact with someone who you can actually talk too. For the last few months a lot of RMA departments have been closed due to the pandemic, Corsair may be one of them. I don't think there has ever been a worse time to try to get RMA support from any company then over the last few months.

[xelemorf]

3 minutes ago, Dutch_Master said:

Ah, but they do have a Dutch address & phone number, provided it's the same company:

 

Corsair Memory B.V.

Wormerweg 8

1311 XB Almere

+31365366708

 

HTH!

This is the same address where they have asked be to send the RMA package (I can see they also received it). They are using this address for EU customers, but the Customer Service is provided by North America.

[xelemorf]

6 minutes ago, SpookyCitrus said:

It's not like they aren't warrantying it, they did, they just sent you the wrong kit back. It's not a problem with the warranty it's a problem with what was sent out to you by their RMA department. I would keep trying to get into contact with someone who you can actually talk too. For the last few months a lot of RMA departments have been closed due to the pandemic, Corsair may be one of them. I don't think there has ever been a worse time to try to get RMA support from any company then over the last few months.

I have reached out to customer service 7 times, and sent a dozen of updates on my RMA ticket.

The ticket does not get any response at all, they are apparently comletely ignoring the case.

Whenever I talk with a customer service representative, they will always escalate to a supervisor (3 times already) but nothing happens.

As for the looks of it, they are not caring enough to do anything to fix the mistake they made, and it's really frustrating.

[Dutch_Master]

Fair enough. But you can try the phone number to contact them directly and put your issue to them directly. Not now, it's well past 6 PM local time here, so nobody's there (well, that's the most likely scenario ATM)

[xelemorf]

4 minutes ago, Dutch_Master said:

Fair enough. But you can try the phone number to contact them directly and put your issue to them directly. Not now, it's well past 6 PM local time here, so nobody's there (well, that's the most likely scenario ATM)

The customer service is in North America, they are in Pacific timezone, so it's around 9am currently for them.
I have already did contact them using Skype (to avoid international charges since they have this option for free), even waited for more than 2 hours to get in line some of the times. It's like talking to a wall, nothing happens, no step forward, just promises but no resolution or any progress. I am describing my case for every person which I got at customer service, they are trying the same or just asking bullshit questions and stalling, putting me to wait in line for an hour, then for another 30 minutes, eventually nothing meaningful.

 

[Dutch_Master]

Sorry to hear that. Try filing a complaint with the appropriate authorities?

(note: IANAL! Nor am I in any way affiliated with Corsair!)

[Tristerin]

Just to share - I recently had to deal with Corsair on a purchase I made from their website, it got backordered then canceled without them telling me.  I called and called and called and finally got a straight answer:

 

We canceled your order a week ago.  Sorry we didn't send an email, sorry we haven't initiated a refund, you should see that in the next 5 days.

 

Very much not impressed.

[xelemorf]

3 minutes ago, Tristerin said:

Just to share - I recently had to deal with Corsair on a purchase I made from their website, it got backordered then canceled without them telling me.  I called and called and called and finally got a straight answer:

 

We canceled your order a week ago.  Sorry we didn't send an email, sorry we haven't initiated a refund, you should see that in the next 5 days.

 

Very much not impressed.

I would expect somekind of service quality control from such a big company. Even companies which are employing only a handful of people have such.
At least you had a straight answer and not just meaningless delays. I hope in the end you have received your money back.

[Bartholomew]

25 minutes ago, xelemorf said:

So in turned out that Corsair neglects to respect their own lifetime warranty, and in reality this is morelike a ripoff and pure lie.

But

27 minutes ago, xelemorf said:

Right after my 1 year warranty expired

25 minutes ago, xelemorf said:

After a few days, corsair Netherlands received the package, and after 24 hours I was informed about a package from Corsair, which arrived quickly, but when opened the box I could only found 2x16GB modules (1x32GB KIT).

So not only did they fullfill the lifetime warranty, they did so swiftly and promptly...

 

What seems to be a honest mistake was made. Standard protocols are usually fast, but due to the unfortunate mistake your now in "exception handling" land, which usually takes longer, unfortunately very long this time.

 

Im not saying that is okay, but do realize that a lot of these companies are now on half-staff or lower in offices due to human malware whilst demand has increased beyond holiday season levels. This also might mean that handling one exception manually that takes 30m is sometimes backlogged in favour of handling 10 easy cases in the same time (might not play a role here but might).

 

Anyway, im sure itll get resolved, i found corsair one of the best companies to deal with (am not affiliated) as a consumer and id be inclined to cut them a little slack in todays world situation (perhaps im to kind idduno).

 

In anyway, topic title is a bit over the top imho, but can understand the frustration (but feel confident itll be worked out).

[SpookyCitrus]

16 minutes ago, xelemorf said:

I have reached out to customer service 7 times, and sent a dozen of updates on my RMA ticket.

The ticket does not get eny response at all, they are apparently comletely ignoring the case.

Whenever I talk with a customer service representative, they will always escalate to a supervisor (3 times already) but nothing happens.

As for the looks of it, they are not caring enough to do anything to fix the mistake they made, and it's really frustrating.

 

10 minutes ago, xelemorf said:

The customer service is in North America, they are in Pacific timezone, so it's around 9am currently for them.
I have already did contact them using Skype (to avoid international charges since they have this option for free), even waited for more than 2 hours to get in line some of the times. It's like talking to a wall, nothing happens, no step forward, just promises but no resolution or any progress. I am describing my case for every person which I got at customer service, they are trying the same or just asking bullshit questions and stalling, putting me to wait in line for an hour, then for another 30 minutes, eventually nothing meaningful.

 

 

1 minute ago, xelemorf said:

I would expect somekind of service quality control from such a big company. Even companies which are employing only a handful of people have such.
At least you had a straight answer and not just meaningless delays. I hope in the end you have received your money back.

I'll say it again, we are in the middle of a global pandemic. Most RMA departments are closed and those that aren't are more than likely understaffed and extremely busy.  If the RMA ticket was being handled by Corsair Netherlands and they closed due to the pandemic then it's likely that's why the ticket has not been updated or responded to. If you are talking to someone from Corsair NA on the phone and are transferred to a supervisor they probably put you on hold to wait until the supervisor can talk to you, if you can't wait for the hold to finish and someone to pick up that's on you. I know it's frustrating but again we are in the middle of a global pandemic and sorry to say but there are a lot more customers they are having to deal with than just you. It's all about being patient if they say they will be putting you on hold while they pull something up or transfer you just wait, getting frustrated and hanging up/ calling again is only going to cause a problem for you. Not them.

[Statik]

4 minutes ago, xelemorf said:

I would expect somekind of service quality control from such a big company. Even companies which are employing only a handful of people have such.
At least you had a straight answer and not just meaningless delays. I hope in the end you have received your money back.

It seems good quality customer service these days is fading. But saying their lifetime warranty is a "ripoff and a lie" is a bit of a stretch. I get your position, I'd be pissed too. But they honored the warranty, and there's clearly a fuckup somewhere.

 

Take to twitter, put them on blast (polite and professionally or you probably won't get a reply), or other social medias (DMs, etc). Send another email explaining the situation, then make a phone call, and don't get off until you get a straight answer.

 

Don't be a prick, because that gives them grounds to fuck you off/hang up on you. But be firm, polite, and to the point.

 

[xelemorf]

4 minutes ago, Bartholomew said:

But

So not only did they fullfill the lifetime warranty, they did so swiftly and promptly...

 

What seems to be a honest mistake was made. Standard protocols are usually fast, but due to the unfortunate mistake your now in "exception handling" land, which usually takes longer, unfortunately very long this time.

 

Im not saying that is okay, but do realize that a lot of these companies are now on half-staff or lower in offices due to human malware whilst demand has increased beyond holiday season levels. This also might mean that handling one exception manually that takes 30m is sometimes backlogged in favour of handling 10 easy cases in the same time (might not play a role here but might).

 

Anyway, im sure itll get resolved, i found corsair one of the best companies to deal with (am not affiliated) as a consumer and id be inclined to cut them a little slack in todays world situation (perhaps im to kind idduno).

 

In anyway, topic title is a bit over the top imho, but can understand the frustration (but feel confident itll be worked out).

Thank you very much for the reassuring, I really hope this will be resolved soon.

I have never faced such mishandle from any company before, and this is generating a lot of stress, not to mention the huge amount of time which is involved.

[Tan3l6]

Pie or a lie, just one letter difference.

 

(posting just to stay up date)

[xelemorf]

3 minutes ago, Statik said:

It seems good quality customer service these days is fading. But saying their lifetime warranty is a "ripoff and a lie" is a bit of a stretch. I get your position, I'd be pissed too. But they honored the warranty, and there's clearly a fuckup somewhere.

 

Take to twitter, put them on blast (polite and professionally or you probably won't get a reply), or other social medias (DMs, etc). Send another email explaining the situation, then make a phone call, and don't get off until you get a straight answer.

 

Don't be a prick, because that gives them grounds to fuck you off/hang up on you. But be firm, polite, and to the point.

 

Thanks, I took your advice. At the time of writing the subject and the kickoff thread I was full with frustration. Spending that much money on so much memory and now I cannot even boot my OS without (at least 4 piece of) the memories (it needs quad channel).

[xelemorf]

4 minutes ago, Tan3l6 said:

Pie or a lie, just one letter difference.ä

 

(posting just to stay up date)

 

[Statik]

Just now, xelemorf said:

Thanks, I took your advice. At the time of writing the subject and the kickoff thread I was full with frustration. Spending that much money on so much memory and now I cannot even boot my OS without (at least 4 piece of) the memories (it needs quad channel).

Yeah, I don't blame you. I had a CM ML240R, and 3 MF120R fans shit the bed after ~7 months, and upon opening a ticket with CoolerMaster I didn't even get a reply. And shortly after I left the country for work abroad, and I won't be back until after my 1 year warranty is up. So I pretty much can kiss that money goodbye. I can't imagine being in a similar position, except with 128GB of RAM...

 

Best of luck.

[SpaceGhostC2C]

Title: "Lifetime warranty is a LIE!"

Content: warranty was in fact honored 

 

What you are describing is not a warranty violation (as in they refuse to replace your memory modules), but a problem with the replacement goods they shipped. It seems like they shipped as many modules as you claimed faulty, while asking you to send back all of them. Or you misunderstood them. I'm inclined to believe you understood correctly, though, as it is probably better for Corsair to replace the kit as a whole and then re-use non-faulty sticks in new 4 and 2x kits, rather than sending you just the 2 and increasing the risk of you having issues with your sticks working well together, prompting further customer support tickets. Hence, I think it's more of an internal miscommunication, where someone thought they were doing a 2x16GB replacement.

They should be able to check what they actually receive, the part number of te kit you bought, etc., although it's not good they haven't replied back in all this time.

[Corsair Nick]

48 minutes ago, xelemorf said:

I would like to highlight my experience for the community with Corsair DRAM Lifetime Warranty, and ask around if someone else also experienced the same on this.

So in turned out that Corsair neglects to respect their own lifetime warranty, and in reality this is morelike a ripoff and pure lie.

Right after my 1 year warranty expired two of my eight memory modules became faulty. I have a 4x32GB KIT (8x16GB) Vengeance 2400MHz in quad channel.

Since all of the DRAMs are having lifetime warranty I have opened an RMA case for Corsair and started the RMA process.

Corsair sent me a shipping label for the return package, and asked me to send all of the memory modules, even the ones which are not faulty.

I have adequately packed the modules into a box, sealed it to be water resistant and sent as a registered package (wich tracking code).

 

After a few days, corsair Netherlands received the package, and after 24 hours I was informed about a package from Corsair, which arrived quickly, but when opened the box I could only found 2x16GB modules (1x32GB KIT).

Since my RMA ticket was still in an opened state, I have updated it about the missing modules, attached the shipping manifest and a photo aswell, which clearly showed that there was a mistake on Corsair's end, they have missed sending me all of the modules. Since then more than a month passed, and Corsair neglects to make any meaningful progress on my case and this is really worrying.

 

Do you guys have similar experience with Corsair RMA?

I would really appreciate your input or any kind of advice on how to make them fulfill the RMA case by sending the proper amount of memory modules.

 

@xelemorf - Not sure what happened with how the RMA was processed, but I get why you would be frustrated. Let me look into this with our Technical Support Team to see what happened.  Can you PM me your ticket number so I can reach out to one of their senior members to verify?  As you would imagine, things are a bit hectic right now, but we are still processing RMA's and working diligently to help out customers during this time.  We'll get this sorted out for you.