Extremely poor EU customer support from NZXT

deFiniLoGy · 15 May 2014 at 17:23

Purchased a NZXT Phantom 410 from OcUK on March 2013.

After 1 year of moderate usage, almost all of the plastic panels on this case has degraded and cracked. (incl. top panel & bottom panels)

As it is outside warranty with OcUK, I send in a support ticket to NZXT.

No response for a whole month.

Then I posted onto their NZXT Facebook page to try to get attention.

After 2 posts in 2 weeks, finally a staff from them emailed me, and saying that he will be dealing with the problem for me and closed the ticket on the support system.

Again 2 weeks since this guy's last reply, and he hasn't replied to any of my 3 emails that I sent.

The weird thing is - now I cannot post on NZXT facebook page

Nice strategy to keep only positive comments on their facebook page

Poor customer service? I don't know.

I only know I am a customer who gets ignored

Wish there is a NZXT vendor rep to try to explain this ignorance

Ace Modder · 15 May 2014 at 20:06

Sorry to hear that, I would suggest you contact OCUK asking them to help you with NZXT, whether or not they are liable shouldnt matter. OcUK offer ace service and should be willing and able to help you even if its just to apply some pressure to NZXT on your behalf.

Also the SOGA (sale of goods act) states that a product should have a reasonable life span, which tbh maybe more than the stated 1 year warranty, maybe OCUK can help you on these grounds? OcUK are responsible as the seller to you.

pigeonguyuk · 16 May 2014 at 10:09

Well your not the only one having Issues.

Want to know the real reason....

NZXT Ended its "Contract" with its EU (Europe) Distributor in October/November 2013. And Yes 8 Months later still no Vendor. Dont Believe Me.. heres the proof

http://forums.overclockers.co.uk/showthread.php?t=18582877

I know what part i need, NZXT know what part i need. But they have refused to send me this part from their US supplier due to cost.

Maybe its time to petition to All major UK stockists of NZXT products to withdraw they from sales to force NZXT to get their fingeres out of eachothers arses.. harsh i know but true. !

deFiniLoGy · 16 May 2014 at 21:39

pigeonguyuk said:
Well your not the only one having Issues.

Want to know the real reason....

NZXT Ended its "Contract" with its EU (Europe) Distributor in October/November 2013. And Yes 8 Months later still no Vendor. Dont Believe Me.. heres the proof

http://forums.overclockers.co.uk/showthread.php?t=18582877

I know what part i need, NZXT know what part i need. But they have refused to send me this part from their US supplier due to cost.

Maybe its time to petition to All major UK stockists of NZXT products to withdraw they from sales to force NZXT to get their fingeres out of eachothers arses.. harsh i know but true. !

The thing is - I don't mind if they do not provide replacement part if their case is durable.

But the bloody case doesn't last longer than a year!

I think everyone has the right to know how poorly their cases are made, and if they don't do anything with their RMA, it will let everyone down.

Rroff · 16 May 2014 at 21:44

Must have gone down hill since the recent changes - I've used a fair few NZXT cases in builds for people and have a couple of blacklines that have had many years use and abuse and still in almost as good shape as the day they were bought.

With the recent stuff though doubt I'd buy from them again.

deFiniLoGy · 17 May 2014 at 00:00

Rroff said:
Must have gone down hill since the recent changes - I've used a fair few NZXT cases in builds for people and have a couple of blacklines that have had many years use and abuse and still in almost as good shape as the day they were bought.

With the recent stuff though doubt I'd buy from them again.

To be honest, their recent design has been really poor for their price tag.

The bottom plastic panel is thin, and yet screwed to the steel main body without reinforcement at the screw thread.

That is just begging for cracking in the panel if you load a slightly heavier system, let alone a watercooled system in it.

However, they still have a large amount of customer who would pay the premium for the look but not the quality.