Two options "Waive the upgrade fee, or free shipping label" Please help (Corsair Customer Support)

Xerco

Xerco

Xerco

Associate
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Ok so I had a faulty SP2200 set and got a RMA but found I had to pay £50 to ship the speakers to them in the Netherlands for a free replacement. I then found that I could fix the issue but having the volume on the speakers up full and the software mixer turned right down (the problem was huge static and cracker-ling constantly.)

Its come back with avengeance and is now unbearable. So I contacted them again and they replied with:

Thank you for contacting Corsair Customer Service.

I apologize for the inconvenience this may have caused. The SP2200 is no longer in production and the replacement will be the new SP2500. However, an upgrade fee of $50 USD will be assessed to process this request.
As per Corsair’s warranty, shipping costs are not covered and customers are required to pay for the return of the unit to our warehouse. We do, however, understand that the weight is an issue so we would like to propose one of following:

1. Waive the upgrade fee or

2. Provide a shipping label


Please confirm at your earliest convenience.
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I have never shipped anything over seas before, who should I go with? And what is the best options here?

Any recommendations on a cheapish delivery company would be great.
 
If you already had a quote to ship at £50 then surely getting a shipping label is better and then paying $50 for an upgrade. Am I missing something?
 
Skidder said:
If you already had a quote to ship at £50 then surely getting a shipping label is better and then paying $50 for an upgrade. Am I missing something?
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I have no idea about shipping and as being a student every penny counts. I was just wondering if say shipping cost £30 then I would pay that and ask for them to take the upgrade fee off.

~TB~ said:
I recently posted three GPUs (together) to Germany and the cheapest I found with insurance was £48
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Ok well im sure my speakers and sub will weigh a lot more then 3 GPUs il go for the shipping label. Thanks.
 
Xerco said:
I have no idea about shipping and as being a student every penny counts. I was just wondering if say shipping cost £30 then I would pay that and ask for them to take the upgrade fee off.



Ok well im sure my speakers and sub will weigh a lot more then 3 GPUs il go for the shipping label. Thanks.
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In your OP you say you found you had to pay £50 to ship. My mistake for not realising you had pulled that out of nowhere. I can't see shipping a set of speakers is going to cost less than $50 unless you do it by barge over a period of weeks and with no guarantee. You do realise that $50 is about £32 I presume.
 
Skidder said:
In your OP you say you found you had to pay £50 to ship. My mistake for not realising you had pulled that out of nowhere. I can't see shipping a set of speakers is going to cost less than $50 unless you do it by barge over a period of weeks and with no guarantee. You do realise that $50 is about £32 I presume.
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Yeah I found that estimate a good half year ago and roughly estimated dimensions etc.

As I re-read the email I realized it is in dollars. Which made it clear to me that I should get free shipping and pay £31.50 upgrade fee for a vastly better sound system.

Thanks for the reply's.
 
Does it have to be USA - there is corsair support in Holland??

I had to pay £18 to ship a psu back to them but they returned a brand new one, full retail packaging to me in 3 days. Considering I bought the psu on MM for £30 about 4 years ago and they shipped me a brand new unit costing £100 these days - thought it was pretty good for £18!
 
Why do you have to pay a upgrade fee in the first place? If your speakers are faulty and still under warranty then they should be replacing them. If they are not made anymore then they should be replacing them with the newer model. None of this "upgrade fee" nonsense.

I have seen people on these forums send psu's to Holland for RMA's for less than £20. Perhaps you should look at the likes of Interparcel or Parcelmonkey.
 
I think if you read corsairs warranty, It states that they will replace the item like for like but if the product is no longer manufactured than they are under no obligation to replace said item.

hence why they offer an upgrade at a cost.
 
It should be about £35 to send it with FedEx Economy to anywhere in the world and fully insured (using Parcel2Go).

I would choose to have the upgrade fee waived. If the shipping label is a freepost label then it will probably be very slow shipping and you wont be able to track it.

Better off paying for good, safe shipping that you can track yourself.
 
That's strange because i had a faulty HS1 headset, they replaced them with the Vengeance 1500s (updated range) at no extra cost. That said it did cost £17 to send it to Holland but apart from that i was pleasantly surprised i got an the current model.

Surely if it's under warranty they have to refund, replace like for like or do as they did with me and replace with whichever equivalent model they have at no cost to the customer, except for the postage in Corsair's case. I've had to send a few things back to them and i didnt really mind paying the postage as they did sort it out. I got the impression they had pretty good customer service but obviously no one is perfect. I just dont get why they are asking you for money if you're under warranty.
 
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opstrat said:
I think if you read corsairs warranty, It states that they will replace the item like for like but if the product is no longer manufactured than they are under no obligation to replace said item.

hence why they offer an upgrade at a cost.
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Pretty sure that's in breach of SOGA or whichever act applies in this case.

The company can't just decide to void the warranty because they've stopped manufacturing the item.
 
Haggisman said:
Pretty sure that's in breach of SOGA or whichever act applies in this case.

The company can't just decide to void the warranty because they've stopped manufacturing the item.
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But the SOGA only covers you buying from a shop and returning it to them, not for dealing directly with the manufacturer.

Your purchase created a contract with the shop, not with the manufacturer. The shop have the contract with them.

This is unless you purchased them directly from Corsair in the first place, but I am still not sure SOGA covers foreign shops online.
 
If it's within 6 months from purchase it's the shops problem, within 12 months it's the manufacturers problem.
 
Tobes said:
If it's within 6 months from purchase it's the shops problem, within 12 months it's the manufacturers problem.
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Nonsense. Your contract is always with the retailer.

Within 6 months, the onus is on the shop to prove there was no fault at the point of purchase, whereas after 6 months the onus is on the consumer to prove there was a fault. This is why it is sometimes encouraged to use the manufacturer warranty rather than SOGA after 6 months. It doesn't take away from your SOGA rights and the goods must always be fit for purpose, as described and last a reasonable period of time. If they don't, your comeback is against the seller.
 
Just had a read of a book and you are correct. You're reasoning is actually what I used with a company in a small claims court.
 
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