URGENT - NZXT - NO EU Support Available

pigeonguyuk

pigeonguyuk

pigeonguyuk

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Joined
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Bangor - Northern Ireland
Hi All

Though i would just update everyone about some shocking news regarding NZXT

NO EU Support Available for customers relating to Warranty Parts or products.

Just spend 30mins on Chat support regarding fitment issues of the following products.

NZXT Kraken x60 280mm and the NZXT 810 Switch. In 2012 NZXT revised the Top case mounting to all full support for 240/280/420mm radiators/all in one coolers.
NZXT ended their relationship with there EU parts vendor in OCTOBER 2013, and 4 months later they still havent got a new vendor , nor do they have an ETA. All i got was "soon"



Maybe this is an issue that OCUK can address at their end, having a LARGE range of NZXT products for sale. This probably effects both them and its customers who have warranty issues
 
Strange. I was offered a replacement side panel by NZXT for a Phantom 820, and they contacted a depot (Axpertec) in Holland from where it was sent. That took place in December 2013.

This email is from the 5th December 2013:

VxbW29Rl.png.jpg


Wonder what's going on? It's like some support staff know how to go about it, while others don't? Or some have been misinformed about EU support? Very odd. Hope you get it sorted out regardless.
 
I've let someone at NZXT know, hopefully they will take a look at this thread and sort you out. Can't give out their personal email. Can also try contacting Axpertec to inquire.
 
Danny75 said:
Wonder what's going on? It's like some support staff know how to go about it, while others don't?
Click to expand...

I find support in the tech industries varies massively depending on who you talk to. This applies both to staff at the retail shop you bought it from and the manufacturers themselves.

Would keep prodding them. I know it isn't much help but this seems to be the only option for now.

Danny75 said:
I've let someone at NZXT know, hopefully they will take a look at this thread and sort you out.
Click to expand...

A good move. I would imagine showing 'neutral toned' threads on reputable forums like this would make far more of a difference than the usual 'anger rant' threads which they normally get, which normally contain little to no useful information and no links or proof.
 
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One of the NZXT team reponded to a complaint in their subreddit 3 days ago

http://www.reddit.com/r/NZXT/comments/1yjmdv/no_reply_from_customer_support_ticket_opened_for/

"Hello,
Our contract with the vendor in Europe had run out, and we have been trying to secure a new vendor in that area. From what has been said to me, is we have one and they are awaiting parts and items to start taking care of Europe for us. When that is supposed to take place, I dont have an ETA for, but I am hoping really soon.
I really hope this helps you understand what is going on. We want to help here in the US, but there are factors that limit us from doing so."
 
One of their product managers has now responded

"Let me try to clarify all of this.

Since the beginning of NZXT, our European operations were handled by an independent third party. They were responsible for the distribution and support of our products as if they were their own. As time went on, we decided it was in the best interest for us and our customers to take back Europe and handle it internally.

This means that NZXT 100% supports our warranties in Europe and all Europe customers. We currently have containers full of parts heading towards Europe to supply our customers and distributors with the necessary replacements needed to fulfill customer demand.

I believe there was a lapse in communication, all European customers are eligible to receive support and replacement parts, we are just experiencing a delay due to the time it takes for parts to arrive.

Thanks, Rob Teller

NZXT. Product Manager"


http://www.reddit.com/r/NZXT/comments/1ytmra/nzxt_eu_support/cfnvm1j
 
Thaks for all the help and comments so far.

@Darkpilgrim i agree its disgusting way to treat a customer for aftersales service. Probably wont put me off NZXT products as they have good build quality and great functionality.

i could understand more if it was a large bulky product being shipped from the US, but its a top panel less than 5mm think. Letters can be bigger. Shipping wouldnt be overly expensive.

Maybe if OCUK request a bulk parts supplky to assist customer for inhouse aftersales support they may be willing to ship from US to Europe.
 
Never again

The Kraken X61 that NZXT had sent me has had pump noise out of the box, and too much air in the loop.

Maybe I am crazy, but I do not think these are normal:
https://vid.me/uJUo (I am not taking a p... )
https://vid.me/Kxdq (as soon as I'd touch the system even a bit, I get the free waterfall noise back, otherwise pump grind)

I contacted NZXT, and initially they were seeming to be willing to support this.
They used to have support in Europe, but now they only do in the US. That is the main issue for me. So I would not buy from them again, especially a product which has more than 2yrs warranty like the Kraken X61.

The X61 has issues, which NZXT even admitted on reddit (looking into it with Asetek, or probably not).

After a month of messages back and forth, sending them multiple videos, UEFI screenshots and pictures, going through a ridiculous amount of tests (last two weeks i didn't bother putting the rad back in and used the Intel stock cooler because I had the X61 out of the case already a few times on their request to test the pump outside the case etc etc............) they said that they will check the X61, I just need to send it to them from the UK to California (I pay) and then they get back to me. WTH

While sending within the UK or maybe even Europe is quite reasonable, sending it to the US without any advance RMA or proper timeline given by them, after keeping me guessing what to do about it for a whole month, is just wasting my time.
 
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Ace Modder said:
It you buy an Antec watercooler I am here for daily support. I will help you out if you have issues (not that we have many on our coolers)
Click to expand...

Wasnt an issue with the watercooler as per say.

The issue was with the actual case itself.

The Screw holes were positioned 20mm apart and the industry standard is 15mm ( could be the opposite, cant remember xD) therefore the old top panel holes wouldnt align correctly with 140/280/420 radiators/


However after a lot of pushing i have now ended up with 2 of the revised top panels. They sent me a tempoary "Gloss Black" one and since then once they got more stock of the "Matt Black"



So if anyone on these forums needs the "new revised nzxt 810 switch" top panel in Gloss black feel free to trust me. All it will cost is the delivery for the panel

New Revised Panel

NZXT-Kraken-spacing-630x287.jpg


OLD PANEL

nzxt_switch-810_install-2.jpg
 
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I have a H440 and the case LEDS died. Emailed support, not the live chat, and a chap from USA emailed me back stating that he has send the replacement parts by airmail from the USA with no cost me to be at all..... Whole thing was sorted within 2 weeks.

Would have been nicer to be able to phone someone in the UK/Europe however!
 
I can also vouch for the NZXT support. My H440 side panels had a various amount of scratches on it. I was willing to pay for a replacement panel but all I needed to supply them was a copy of the an invoice PDF and my current address, and within two weeks it was installed onto my case.

Very friendly and helpful service which gives me confidence to use them again in future!
 
Its good to hear some positive feedback. Looks like they have pulled the finger out to improve since my issue. which i would like to remind people were a year ago and took months. to sort.

I was put off buying due to this issue. but even with bad customer service its hard to move away from products which have great build quality.
 
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