Parvum Systems case issue (resolved)

AlRayes_BRN said:
I bought the standard parvum case off you guys .. no issues at all .. but the custom made one was rushed,
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I understand the situation entirely, but advising people to go to the mainstream case manufacturers instead isn't going to achieve anything.

there are many people, such as yourself who want custom work doing for their chassis.

a mainstream manufacturer wouldn't be able to provide something like this.
not without an enormous MOQ.

a case to your spec that is a total one off is something that nobody else really offers.

as I mentioned yesterday, I will give Parvum a nudge again today and I am sure they will be along shortly.
 
rjkoneill said:
I understand the situation entirely, but advising people to go to the mainstream case manufacturers instead isn't going to achieve anything.

there are many people, such as yourself who want custom work doing for their chassis.

a mainstream manufacturer wouldn't be able to provide something like this.
not without an enormous MOQ.

a case to your spec that is a total one off is something that nobody else really offers.

as I mentioned yesterday, I will give Parvum a nudge again today and I am sure they will be along shortly.
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Thanks, much appreciated.
 
i'll steer well clear of Parvum after this

i was wrong sorry, the Parvum would've been perfect for me if it was a full tower
 
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Sorry for the late reply to the thread. I have just got into the office.

Firstly I will address the huge stated customer support issues. Customer has mentioned he contacted us on the 27th (Tuesday) and still with no reply regarding his issues.

On the 27th I did reply addressing the problem.

The main and most concerning issue was the customer letting us know that when installing the GPU it ripped the PCIe lane away from the motherboard. That of course is a massive first for us. This is clearly not a common fault or something we can take the blame for as the case used the same system as in OCUK standard S2.0.

My response pointed the customer in the direction of useful forums and a HUGE member base with little to no problems found with our cases.

We pride ourselves on customer service and always address any problems. The email moved on to offer any replacement panels required as most customers would rather fix the issue than get a full refund.

The email closed with 'I understand if you are frustrated with the case and problems caused, we have no problem with you reporting your findings on the forums but of course will do anything we can to try and rectify the problems here and improve on them.'

Stressing wanting to fix any problems for Mohammed. At no point so far had he asked for a refund OR really for us to fix anything just that it was crap and that he wanted to take this to every forum he could.

We've only had a handful of customers in the 3 years we have been providing custom cases be unhappy and have either fixed the issues or offered a refund. Some customers lose the 'spark' to build in a custom case if things go wrong and in these cases we suck up the lose and offer a refund.

We are not going to sit here and say he cannot have his money back. As far as we knew we where waiting on his move.

The missing USB holes and wrong colour aluminum are 100% a clear fault. We fixed the front panel and sent it via Royal Mail. Considering the shipping location be Qatar anything under 2KG is sent with Royal Mail who do not offer tracking. Maybe we should have used UPS but at around £65 for something 1KG was crazy.

The SSD part of the case had been tested. Yes one of the SSDs may be part hidden but we did not see that as a HUGE fault. We just used different cables. Swapping the sata power lead to feed the correct way into the sata connector would have addressed most of the issue here.

Regardless of our views if the customer is unhappy with the quality they are right. We will always look after customers.

I can only end our post wishing that Mohammed contact us again to let us know what he would like to do and how he would like to proceed.

I would also like to draw attention to any of the 'Parvum Systems Owners Club' found on various forums. Here you can see all of our customers with zero problems.
 
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rjkoneill said:
why? you haven't heard their side of the story before posting this?
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It made me laugh :D

Jumping to conclusions! There is nothing wrong with the cases as 99.9% of Parvum owners know.

Considering the success of this case & company, you can't condemn them for 1 error out of thousands of cases which have no issue. If that were the case, you'd not bother using OcUK, they've made a few in the past. Like any other company, make it their mission to ensure they have happy customers.
 
parvumsystems said:
Sorry for the late reply to the thread. I have just got into the office.

Firstly I will address the huge stated customer support issues. Customer has mentioned he contacted us on the 27th (Tuesday) and still with no reply regarding his issues.

On the 27th I did reply addressing the problem.

The main and most concerning issue was the customer letting us know that when installing the GPU it ripped the PCIe lane away from the motherboard. That of course is a massive first for us. This is clearly not a common fault or something we can take the blame for as the case used the same system as in OCUK standard S2.0.

My response pointed the customer in the direction of useful forums and a HUGE member base with little to no problems found with our cases.

We pride ourselves on customer service and always address any problems. The email moved on to offer any replacement panels required as most customers would rather fix the issue than get a full refund.

The email closed with 'I understand if you are frustrated with the case and problems caused, we have no problem with you reporting your findings on the forums but of course will do anything we can to try and rectify the problems here and improve on them.'

Stressing wanting to fix any problems for Mohammed. At no point so far had he asked for a refund OR really for us to fix anything just that it was crap and that he wanted to take this to every forum he could.

We've only had a handful of customers in the 3 years we have been providing custom cases be unhappy and have either fixed the issues or offered a refund. Some customers lose the 'spark' to build in a custom case if things go wrong and in these cases we suck up the lose and offer a refund.

We are not going to sit here and say he cannot have his money back. As far as we knew we where waiting on his move.

The missing USB holes and wrong colour aluminum are 100% a clear fault. We fixed the front panel and sent it via Royal Mail. Considering the shipping location be Qatar anything under 2KG is sent with Royal Mail who do not offer tracking. Maybe we should have used UPS but at around £65 for something 1KG was crazy.

The SSD part of the case had been tested. Yes one of the SSDs may be part hidden but we did not see that as a HUGE fault. We just used different cables. Swapping the sata power lead to feed the correct way into the sata connector would have addressed most of the issue here.

Regardless of our views if the customer is unhappy with the quality they are right. We will always look after customers.

I can only end our post wishing that Mohammed contact us again to let us know what he would like to do and how he would like to proceed.

I would also like to draw attention to any of the 'Parvum Systems Owners Club' found on various forums. Here you can see all of our customers with zero problems.
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Thanks for your reply.

Regarding the email part, no .. you didnt reply on my last email with the pictures attached

email:
i_d7fc2c791f1.png


Im not looking for a refund, im looking for a high quality custom case .. and ill be more than happy to give you guys another chance to fix these issues ..

I know I used to the forums to raise this issue, but I think its not fair to get a full refund without another chance.

In the email above, you didnt mention anything about the power cables.

Ill be shipping back all the panels with every screw provided and will give you another 1 - 1.5 months to fix the case (including the replacement parts you sent IF they arrive) and send me a better one with all issues solved.

If you don't want to, I have no issues with a full refund.
 
Hi,

I figured the photos was just further to your email stating the problems; we honestly had been waiting for you to ask for a fix or money back.

I (Justin) am a modder and builder which is why Parvum was born. I'd never leave someone with a useless case or something they are unhappy with. Parvum and I wish to provide a great service with the cases we sell at OCUK & offering one off custom cases. Something nobody else comes close to offering. This can indeed come with complications and errors at times but as you can see online we have a very high quality rate.

So moving forward we will cut an entirely new case and post the progress here before shipping.
 
parvumsystems said:
Hi,

I figured the photos was just further to your email stating the problems; we honestly had been waiting for you to ask for a fix or money back.

I (Justin) am a modder and builder which is why Parvum was born. I'd never leave someone with a useless case or something they are unhappy with. Parvum and I wish to provide a great service with the cases we sell at OCUK & offering one off custom cases. Something nobody else comes close to offering. This can indeed come with complications and errors at times but as you can see online we have a very high quality rate.

So moving forward we will cut an entirely new case and post the progress here before shipping.
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Okay, I also hope you find a fix for the ssds either by changing its location or raising the case by a few mm/s or cm/s, pcie alignment, ROG logo cut out and other stuff mentioned ..

If there are alternative power cables please let me know where to buy them from.

Please send me your mailing address via email, Ill send back the whole case so you guys can test it further
 
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So surprised to see this thread. Whilst I can totally appreciate your frustration I feel the title and initial post may not have been the ideal way to address the problem.

I'm a Parvum customer, I too have a total custom case. It's flawless! and no doubt hundreds if not thousands of Parvum customers feel the same way about their S1, S2.0, X1.0 or custom.

Certainly your experience is not one of satisfaction and you've clearly attempted the normal channels of resolution before taking to these forums to express your disdain.

No doubt Parvum will address all your concerns and you'll ultimately be happy with the case you receive. OCUK are the exclusive UK supplier of Parvum products, we need companies like Parvum. They are truly an enthusiasts company. To dismiss them as the result of a single example would be foolish.

Beware of Parvum Systems! If anyone wants to buy a case, get a case from known manufacturers like Corsair, CoolerMaster, ThermalTake, NZXT, etc.. or create your own case and do It by yourself.
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I hope readers of this thread take the above comment as the ragings of an upset customer (rightly or wrongly) and don't allow it influence your decision if your considering a Parvum.

Check out Forbes top 30 builds of 2014, 3 custom Parvum Systems showcased there, and three more builds using parts provided by Parvum.

Your custom case design looks ace! I hope you do a build log and share some great shots of the final build.

J.
 
Fair play Parvum, nicely done! Only other company with this sort of personable service in my short experience of buying computer components is OcUK themselves! :)
 
It'll be a great chance for us to show first hand with photos of us fixing this mess up and dip in quality.

I will also post a video of us installing the same hardware to ensure the case is solid and working as intended!

Thanks for all the input and support. This will be an epic case for the customer rather than a refund and totally bad experience.
 
parvumsystems said:
It'll be a great chance for us to show first hand with photos of us fixing this mess up and dip in quality.

I will also post a video of us installing the same hardware to ensure the case is solid and working as intended!

Thanks for all the input and support. This will be an epic case for the customer rather than a refund and totally bad experience.
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im sure itll be much much better than the first try .. good luck
 
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