Corsair lost my PSU

[Ethyrdude]

A month ago I noticed the fan on my 4 month old VS600 Corsair power supply was acting weird and I emailed Corsair to ask if this behavior was normal. They emailed me back, asking for the serial number and a video of the behavior. Apparently, the fan isn't supposed to stop every eight seconds and then start up again, so they sent me an RMA number, shipping labels and shipping instructions. I wrote the RMA number with a marker on the outside of the box in more than one location as I had no idea how the label was going to get attached to the box and sent them the PSU via UPS. A week later following the tracking number I got confirmation that the PSU had arrived where it was supposed to go.

 

Three weeks went by and I kept receiving emails reminding me that I had an open ticket with Corsair. Checking on their site brought up a page indicating that they were still waiting for the power supply to arrive. Finally, I called and was told that this was a very interesting case and that they were looking into it. I checked today and the status of my RMA remains unchanged and I am thinking that I am out a power supply. I have replaced this PSU with a better one before shipping them my 4 month old defective PSU and yes, as I hadn't had any issues before with Corsair, I bought a Corsair RM750x Fully modular PSU so that I could still use my computer.

 

Once I get the power supply back, if ever, I have another computer that this power supply will go into but as of right now, I am feeling a bit screwed and I will be getting a PSU from another company. I just thought I would post here to warn people that customer service at Corsair doesn't seem to be what I was expecting and may not be what you were expecting either. If Corsair makes this right then I will post that too but right now I am not very impressed with Corsair.

[OhioYJ]

So you have a tracking number that shows it was delivered, what did they say when you brought this up? This should be your "ace in the hole" essentially. I would not be just dropping it.

 

Honestly I've dealt with Corsair customer service once, and it was an all around very good experience. This was many years ago now, but everything was great. 

[Ethyrdude]

I have sent an email with attached UPS proof of delivery notification stating that the power supply was dropped off at the Duluth, GA location on Feb 14th at the Corsair Dock. This is where Corsair wanted it delivered to and I would imagine that is where it still is, unless something happened there that neither UPS nor I am responsible for. To tell me this is a very interesting case and that they are looking into it would be fine but according to the RMA status page, they are still waiting over two weeks later for the PSU to still arrive. What is also concerning is that on their emails they ask for patience due to the large amount of RMA'd items. Good grief! Just how bad are their products if they have a huge amount of RMAs?

[SavageNeo]

On 3/3/2022 at 6:53 PM, Ethyrdude said:

Just how bad are their products if they have a huge amount of RMAs?

its not how bad they are. its about how much people buy their power supplies. 

 

 @jonnyGURU knows the best

[Guest]

On 3/3/2022 at 8:53 AM, Ethyrdude said:

I have sent an email with attached UPS proof of delivery notification stating that the power supply was dropped off at the Duluth, GA location on Feb 14th at the Corsair Dock. This is where Corsair wanted it delivered to and I would imagine that is where it still is, unless something happened there that neither UPS nor I am responsible for. To tell me this is a very interesting case and that they are looking into it would be fine but according to the RMA status page, they are still waiting over two weeks later for the PSU to still arrive. What is also concerning is that on their emails they ask for patience due to the large amount of RMA'd items. Good grief! Just how bad are their products if they have a huge amount of RMAs?

Yeah.  I just  found out myself that they moved the RMA department from Fremont, California (different building from where I work) to Duluth, GA where Scuf is.  I seriously doubt they got the whole team to move too, so you're probably dealing with a whole new crew AND a bunch of RMAs that had to be shipped from CA to GA on top of the ones being asked to ship directly to GA.

 

Not an excuse.  Just a terrible set of circumstances.

 

Feel free to DM me the ticket number and tracking number and I can escalate internally.

 

[Ethyrdude]

Today (Mar 5th/22) Adam from Corsair reached out to tell me they are going to send me a new power supply and let the warehouse deal with finding my old one. I believe @jonnyGURUhad a hand in getting this expedited and I thank him for all he has done. I've been told that Corsair moved their RMA department or perhaps the entire process from California to Georgia and when something like that happens, it can be a logistics nightmare. In any case, Corsair has stepped up to the plate and are showing they deserve to be the company of choice for their many products. Kudos to all those involved, including jonnyGURU.

[Ethyrdude]

Just a final follow up. I received my replacement power supply today.