Phanteks support SUCKS

[raaad]

Sure, I've been very happy with my Phanteks Enthoo Luxe case when I first bought it.

But let me tell you this...

When the little plastic clip (holder thingy) on the top of the case (the one that holds the top cover in place) snapped,

well, that's when I started hating Phanteks.

They made it seem all so easy and sh*t

"Sure, just provide the invoice and address. We'll ship"

I even went the extra mile and took a few pics and a short vid to show them specifically.

 

That was in mid-January. Been contacting them here and there to make sure everything went well, which it seemed that it did.

Meanwhile the second clip broke and isn't holding on anymore.

Pissed off I emailed them again, asking where is my replacement - to which they answered "because you are in X, it takes longer". Really, Phanteks? 3 months?

Sh*t I ordered from ebay (mainly china) made it to my mailbox faster than your "delivery". Total bullsh*t if you ask me.

 

What's your opinion on Phanteks? Had a bad customer "service" like I did?

I know I'll never buy another case or anything from them again nor would I recommend them to a friend, which is a shame since their pwm fans are good (at least better than nzxt's pwm fans).

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[samcool55]

Do you have to ship the one you have now back to them?

[Zusafek]

I've had great customer service from them. Had an issue with my P400S with a twisted chassis and contacted them. They sent out a replacement. Took about 2 weeks to receive it but I did not have to return the damaged unit. 

 

My wife broke her tempered glass side panel and the sent out a new one for free. It took about 10 days to receive that as well. 

[raaad]

On 3/16/2018 at 12:34 PM, samcool55 said:

Do you have to ship the one you have now back to them?

No.

But this is still unacceptable.

I even offered to pay for the shipping myself, which they simply ignored.

 

On 3/16/2018 at 3:19 PM, Zusafek said:

I've had great customer service from them. Had an issue with my P400S with a twisted chassis and contacted them. They sent out a replacement. Took about 2 weeks to receive it but I did not have to return the damaged unit. 

 

My wife broke her tempered glass side panel and the sent out a new one for free. It took about 10 days to receive that as well. 

I'm actually glad that you had a better experience with them. I'm still wishing its just a fluke and I'll get the replacement any time soon.

Still though, seriously... 3 months. I wasn't kidding when I said sh*t from eBay got here faster.

 

edit: word

Edited March 17, 2018 by raaad