EKWB Warranty Issue

[Pw.a]

Hello guys.

I purchased an EK-Nucleus CR360 AIO from Canada Computers just over a month ago. Recently, the unit began making unusual noises. After thorough troubleshooting, I suspected that I might have received a defective unit and decided to initiate an RMA process with EK directly (since it had been more than 30 days since my purchase).

EK customer service responded today, stating that I must contact the reseller (Canada Computers) directly for warranty support because "our records do not indicate a direct transaction between EKWB and you, the end customer. In this case, our warranty obligations are fulfilled by the reseller that sold the product to you."

However, when I reached out to Canada Computers, they informed me that EK is not on their warranty support list. After explaining EK's response, Canada Computers requested a screenshot of the email and told me they'd investigate further.

Has anyone else had similar experiences with warranty claims involving EK products in Canada, especially through Canada Computers? Any advice or insights would be greatly appreciated. Thanks in advance!

[Lurking]

3 hours ago, Pw.a said:

Hello guys.

I purchased an EK-Nucleus CR360 AIO from Canada Computers just over a month ago. Recently, the unit began making unusual noises. After thorough troubleshooting, I suspected that I might have received a defective unit and decided to initiate an RMA process with EK directly (since it had been more than 30 days since my purchase).

EK customer service responded today, stating that I must contact the reseller (Canada Computers) directly for warranty support because "our records do not indicate a direct transaction between EKWB and you, the end customer. In this case, our warranty obligations are fulfilled by the reseller that sold the product to you."

However, when I reached out to Canada Computers, they informed me that EK is not on their warranty support list. After explaining EK's response, Canada Computers requested a screenshot of the email and told me they'd investigate further.

Has anyone else had similar experiences with warranty claims involving EK products in Canada, especially through Canada Computers? Any advice or insights would be greatly appreciated. Thanks in advance!

Did you send them your receipt? Wouldn't that be the record of transaction?

 

What does written warranty of manufacturer state and what does sellers T&C state regarding warranty?

 

I assume 30 days is return period.. But double check that

[Pw.a]

18 hours ago, Lurking said:

Did you send them your receipt? Wouldn't that be the record of transaction?

 

What does written warranty of manufacturer state and what does sellers T&C state regarding warranty?

 

I assume 30 days is return period.. But double check that

I did send them the invoice I got from canada computers. I'm assuming EK means the transaction is between me and the reseller(canada computer), so they need to take the rma process instead EK. 

But as far as I know, Canadian reseller never take responsibility for manufacture warranty. That's I'm confusing about.

Also I checked their rma policy on EK website, there's no mention on any of that.

[starsmine]

15 minutes ago, Pw.a said:

I did send them the invoice I got from canada computers. I'm assuming EK means the transaction is between me and the reseller(canada computer), so they need to take the rma process instead EK. 

But as far as I know, Canadian reseller never take responsibility for manufacture warranty. That's I'm confusing about.

Also I checked their rma policy on EK website, there's no mention on any of that.

Did you email the global EK office or the NA one?
 

[Pw.a]

2 hours ago, starsmine said:

Did you email the global EK office or the NA one?
 

I submit the RMA through their website, and the email address replies me is Ekwb Support • 6nwq8o8zdp8oly0x@email.gorgias.com.

I don't know which one this is. And I can't find any email related to EK NA. Seems like the only way to reach them is the connect us button on ekwb.com.

[Lurking]

2 hours ago, Pw.a said:

I did send them the invoice I got from canada computers. I'm assuming EK means the transaction is between me and the reseller(canada computer), so they need to take the rma process instead EK. 

But as far as I know, Canadian reseller never take responsibility for manufacture warranty. That's I'm confusing about.

Also I checked their rma policy on EK website, there's no mention on any of that.

"as far as I know" isn't a great legal citation. I would research:

- Sellers Terms and Conditions

- Manufacturers warranty document

- any Canadian contract or consumer protection law

 

There shouldn't be a gap in coverage that let's you wonder where to RMA. You likely aren't the first person ever to buy form a Canadian store and needing warranty. 

 

Record all communication. If both parties abandon you, contact a consume protection agency or whatever there may be. 

 

for the future: 

Never ever buy a product from EKWB. it should not be up to you to do the legwork. if they send you to the seller, this is THEIR responsibility to have made arrangements with the seller. and obviously their products aren't great. You probably already found that out... 

 

[starsmine]

13 minutes ago, Lurking said:

"as far as I know" isn't a great legal citation. I would research:

- Sellers Terms and Conditions

- Manufacturers warranty document

- any Canadian contract or consumer protection law

 

There shouldn't be a gap in coverage that let's you wonder where to RMA. You likely aren't the first person ever to buy form a Canadian store and needing warranty. 

 

Record all communication. If both parties abandon you, contact a consume protection agency or whatever there may be. 

 

for the future: 

Never ever buy a product from EKWB. it should not be up to you to do the legwork. if they send you to the seller, this is THEIR responsibility to have made arrangements with the seller. and obviously their products aren't great. You probably already found that out... 

 

In NA, It is very uncommon for the retailer to handle warranties. EK has had massive changes in its corporate structures in the last two years. 

 

28 minutes ago, Pw.a said:

I submit the RMA through their website, and the email address replies me is Ekwb Support • 6nwq8o8zdp8oly0x@email.gorgias.com.

I don't know which one this is. And I can't find any email related to EK NA. Seems like the only way to reach them is the connect us button on ekwb.com.

You might want to remind them you are not in the EU. 
you have caught EK at a pretty rough time btw. 

[Psittac]

It's probably best that EKWB isn't going to offer a warranty.  Many years ago I was trying to water cool my first gpu loop with dual R9 380 Nittro only to find out that gpu's need to be specifically for the gpu or a reference board gpu.  I guess this is common knowledge but I was just getting back into the hobby.  Anyways I looked into returning them for a refund and the shipping and VAT would have made it cost more to ship them back than I spent in the first place.  So I've got two very pretty paper weights in a box even today lol.

[Pw.a]

16 hours ago, starsmine said:

In NA, It is very uncommon for the retailer to handle warranties. EK has had massive changes in its corporate structures in the last two years. 

 

You might want to remind them you are not in the EU. 
you have caught EK at a pretty rough time btw. 

Yeah I'm pretty sure canada computers won't do anything useful. I hope ek support will reply something different after I inform them multiple time I'm not in EU.

[Pw.a]

Update:
 

I received a response from EK customer service today, confirming that there is indeed a warranty-related contract between EK and Canada Computers. Here's a direct quote from EK's email:

"Canada Computers does handle the RMA process, and they are just trying to mitigate the issue. Remind them that they have a contract with us, and in the contract, it is clearly stated that they need to do it per contract."

Earlier, I spent around 30 minutes on a call with Canada Computers customer service. Unfortunately, the representative I spoke to clearly wasn't familiar with the issue. Despite repeatedly explaining my situation, I kept receiving the same reply regarding their 30-day return policy, leading me nowhere. Eventually, I decided to give up on the phone call and am now waiting on a response to the ticket I opened through the Canada Computers website last week, hoping someone from their actual RMA department will respond.

A friend suggested that, in the worst-case scenario, I could dispute the charge through my credit card company, but I'd prefer not to risk being blacklisted by one of Canada's largest PC resellers. If it truly comes to that, I think a safer route would be filing a complaint with Consumer Protection Ontario, but hopefully, I won’t need to take it that far.

[starsmine]

18 hours ago, Pw.a said:

Update:
 

I received a response from EK customer service today, confirming that there is indeed a warranty-related contract between EK and Canada Computers. Here's a direct quote from EK's email:

"Canada Computers does handle the RMA process, and they are just trying to mitigate the issue. Remind them that they have a contract with us, and in the contract, it is clearly stated that they need to do it per contract."

God EK lmfao. 

Its unfortunate you are in that situation, that is a terrible response. I kinda doubt EK has any leverage on Canada Computers to comply right now if what they say is true.