Any first hand experience with BitFenix Customer services?

Threepwood

Threepwood

Threepwood

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I'm having some faff with Bitfenix.

The power button on my just less than 2 years old shnobi broke. First case I've ever had with a problem with, especially a power button.

Anyway I got in contact with them and at first they were all like that's cool, send your details etc for tracking purposes.... which I did, but they have not contacted me for over a month now.

I've sent another email, but still no reply.


I was hoping they might send out a replacement top panel but my faith is waning :P

Not really impressed with them atm, has anyone else got any experience with their customer services?
 
Yup, I give up, then got a reply about 2 months later. I wanted a bit of mesh for a Shinobi xl, so I could mod mine, but they said due to their location they wouldn't do it. No idea whyiI offered to pay all postage costs etc.

What's wrong with the button? There isn't that much that can go wrong with them, unless the plastic clips have broken?
 
Yep, one of the two clips has worn.

Curiously enough it is the clip that has not been reinforced with glue. The glued clip is fine.

I could prat about repairing it, but it would be an annoying fix/time waste compared to just using my auxiliary power button :D (stripped it from my very first mesh pc years and years ago and have used it ever since while building, testing, etc)

It was a faff, you buggers @ bitfenix crew, I thought I was having cold boot problems and sods law suggests the power button was one of the last things I had thought of. Iffy power button.

Lol.

Ah well.
 
Threepwood said:
I'm having some faff with Bitfenix.

The power button on my just less than 2 years old shnobi broke. First case I've ever had with a problem with, especially a power button.

Anyway I got in contact with them and at first they were all like that's cool, send your details etc for tracking purposes.... which I did, but they have not contacted me for over a month now.

I've sent another email, but still no reply.


I was hoping they might send out a replacement top panel but my faith is waning :P

Not really impressed with them atm, has anyone else got any experience with their customer services?
Click to expand...
The case does come with a 1 year warranty. Since it's past, it's not under warranty.
 
xbournex said:
The case does come with a 1 year warranty. Since it's past, it's not under warranty.
Click to expand...

Thanks for letting me know.

In my 1st email to your support crew, in the very 1st sentence I was very clear about when I purchased the shinobi case from OcUK.

It would have been helpful if the following emails from your support had mentioned that instead of asking for my address etc for "tracking details", and then just not contacting me at all!

Rubbish! :)


I'll take it up with the seller (Ocuk) I don't think the case has proven durable enough to satisfy as per the Sale of Goods Act.

Thanks for your support though!
 
Threepwood said:
I'll take it up with the seller (Ocuk) I don't think the case has proven durable enough to satisfy as per the Sale of Goods Act.
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lol... you can't use the sales of goods act after the warranty has expired and expect to get noticed...

Especially since you have to prove the case has known issues as it's over 12 months old..
 
xbournex said:
The case does come with a 1 year warranty. Since it's past, it's not under warranty.
Click to expand...

So it's OK to ignore customer queries then? As they are out of warranty and not your problem any more? Do you treat potential customers in this manner as well?
 
almighty15 said:
I've had stuff out of warranty and the manufacturers still went above and beyond for me and fixed the problems.

I still use that brand today....
Click to expand...

Aye, same.

almighty15 said:
lol... you can't use the sales of goods act after the warranty has expired and expect to get noticed...

Especially since you have to prove the case has known issues as it's over 12 months old..
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The SGA applies to the seller, which is OcUK. It has nothing to do with warranty from manufacturer.

Wether it is out of manufacturers warrenty or not the SGA still applies.

How many years of durability should a pc case have? I would have thought it would be more than 20 months.

I'll politely ask Ocuk for a partial refund (it was a great case for a good 18months before it started acting up) and buy a new case from them afterwards.

I'm not expecting the moon, but I *will* have to buy a new case a lot sooner than anticipated. /crymeariver :P
 
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Threepwood said:
Aye, same.



The SGA applies to the seller, which is OcUK. It has nothing to do with warranty from manufacturer.

Wether it is out of manufacturers warrenty or not the SGA still applies.

How many years of durability should a pc case have? I would have thought it would be more than 20 months.

I'll politely ask Ocuk for a partial refund (it was a great case for a good 18months before it started acting up) and buy a new case from them afterwards.

I'm not expecting the moon, but I *will* have to buy a new case a lot sooner than anticipated. /crymeariver :P
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But because of how long it's been since you bought it YOU PERSONALLY HAVE TO PROVE the case isn't durable enough.

Which you can't because this is the first Bitfenix case I've heard of with a faulty power button and in order to prove your point there would have to a percentage of cases with faulty power buttons.... Which there isn't any.

You're just throwing a fit because your power buttons broke and it's out of warranty...
 
It's broken, how is that not proof?

Should I start another thread and ask other shinobi users to compare photos with mine and start building a case? (da-dumb-ching!)

In all seriousness, I'm not throwing a fit, if anything I'm pretty jovial about it, does that undertone not come across?
 
davido_labido said:
just wire the power button to your reset button ;) problem solved :P
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Yeah, I did that for a month, it's what spured me onto contacting bitfinex about it.

Then sods law stuck after taking the precise photos they asked for of the area, it was so tight getting it into position (hard to explain unless you have a shinobi) the little wires sheered off the reset switch.

So out came the auxiliary switch see.

Wouldn't of actually happened if customer services had not asked for photos when written in black and white how long ago it was I bought it...



:D
 
i have used a shinobi, and the reset switches are a couple of quid delivered from a popular auction site, so you would be able to re do the reset switch easily even if you cant do them both....

Yeah, its not ideal that they have broken, but after nearly 2 years of use general ware and tear will set in, for a relatively cheap case, i think you will be lucky if you get anythng from bitfenix or ocuk if im honest.
 
While on the subject, I was disappointed to see the reset switch is easily user serviceable yet the power switch is not. The other way around, or both being so would have suited me better!



I'm fine with the makeshift power button for now, it's no real skin off my nose. Less annoying than the reset button :) No point spending even a couple of £ on it, rather put that into a new case and take the opportunity to try another case maker, I want to buy once not twice, and if something goes wrong I would like adequate customer support...

...not to start jumping hoops for people who never had any intention of helping me in the first place.



Thanks tho' davido, I'm sure you speak wisdom, if it had started playing up after the two year mark I wouldn't be too miffed about recompense but I would still have be disappointed by bitfenix's customer service & the durability of one of their products.
 
Threepwood said:
It's broken, how is that not proof?
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You've claimed the case is not durable enough so because of that you can get something for it.

It does not work that way, you have to prove the case by design is not durable but you can't do that based simply on your experience because yours is not the only case, by claiming it's not durable your implying that all the other card that are made the same way and with the same process are also not very durable.

Simply saying the cases are not durable because your case has developed a fault is not good enough in the eyes of consumer rights, there would need to be a lot of reports of power buttons failing in order for it to work.

But if you can prove that the car is not durable enough and that you didn't break the power button due to wear and year through mistreatment then fair play to you.

Mechanical things like power buttons are prone to breaking due to how much they're used.....
 
I'm not making a blanket statement that all shinobis are not durable enough, I'm saying mine was not.

Only one of the clips has been glue reinforced upon manufacture. That has allowed the unglued clip to wear upon pressing, which in turn has caused the rest to happen.

Anyway, this is a small matter and I would expect to be taken at word value. If there is a burden of proof that cannot be satisfied then so be it, life moves on.
 
So these cases at first we thought were great value for money and a big boom. Have ended up being just cheap :/ That's a shame.

If you have a spare 5.25" bay you could get an anti-vandal switch and use a hole saw and wire that up. Less than idea however.
 
In my experience yes, false economy.

I guess they were still pretty new as a company back then, maybe the first version of the shinobi has flaws that the next version resolved. Idk.

But poor customer service is a nono with me, when I buy new I buy new for a few reasons, but customer service is a biggy. I'll support another company next time, simples :)
 
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