Hi Guys
Over the past few weeks we have had a few isolated incidents of Raijintek Triton failures. As a reseller that sells a lot of cooling products, this sort of thing is not uncommon as we sell hundreds of coolers from brands like Corsair and NZXT who all have liquid coolers available.
Recently a lot of customers have expressed their concerns about the way that Raijintek failures have been handled. Obviously Raijintek are a new company and are finding their feet with things like customer service etc.
OcUK expects every brand we sell to offer the best level of customer service possible but for smaller brands like Raijintek, this is not always possible as they dont have a huge support infrastructure in place.
This is where we come in.
The thread in question is in the watercooling section if you are interested in reading it. Long and short of it is that the customer had a problem, sent his affected components back for testing and we couldnt find a fault.
I will hold my hands up and say this:
We haven't handled this well. At all.
Overclockers UK has spent the past few years striving to achieve the best reputation possible in terms of customer service and stuff like this really doesn't help our case.
When a new brand like Raijintek comes along where we are supported heavily by them, it is our interest to figure out logical and fair returns procedures that benefit customers.
This sometimes takes time to implement and is the reason that things haven't ran smoothly up until now. We have negotiated terms that will ultimately benefit everyone and it means that we can process returns much more efficiently than previously.
Our only goal here is to ensure that everybody is happy and that the confidence in the brand is not shaken.
Customer experience is everything here and although the percentage of customers who have had a Triton failure is very small, their voice is being heard the loudest!
I must highlight that the Triton is not compatible with specialist coolants such as Pastel or Aurora from Mayhems or any Glycol based coolants. Using these will void your warranty. Should you wish to refill the cooler, you should use distilled water, a pure water coolant like mayhems H2O perhaps with a dye or a coloured transparent pre mix.
I would like to offer my sincere apologies to anyone impacted by this up until now. I am a hardware enthusiast too and I know that downtime on your system sucks big time.
We have acted on this as quickly as OcUK and Raijintek have physically been able to and can assure you that our new procedures with Raijintek have been carefully considered to ensure nobody has problems like this again.
For anyone who has experienced a customer service issue with their Triton cooler then please contact me via trust with your order number and RMA number briefly outlining what happened and I will arrange something for you.
Currently our return rate on the Triton is amongst the lowest of any other AIO cooler we sell.
As usual, I am happy to answer any questions and help where possible.
Over the past few weeks we have had a few isolated incidents of Raijintek Triton failures. As a reseller that sells a lot of cooling products, this sort of thing is not uncommon as we sell hundreds of coolers from brands like Corsair and NZXT who all have liquid coolers available.
Recently a lot of customers have expressed their concerns about the way that Raijintek failures have been handled. Obviously Raijintek are a new company and are finding their feet with things like customer service etc.
OcUK expects every brand we sell to offer the best level of customer service possible but for smaller brands like Raijintek, this is not always possible as they dont have a huge support infrastructure in place.
This is where we come in.
The thread in question is in the watercooling section if you are interested in reading it. Long and short of it is that the customer had a problem, sent his affected components back for testing and we couldnt find a fault.
I will hold my hands up and say this:
We haven't handled this well. At all.
Overclockers UK has spent the past few years striving to achieve the best reputation possible in terms of customer service and stuff like this really doesn't help our case.
When a new brand like Raijintek comes along where we are supported heavily by them, it is our interest to figure out logical and fair returns procedures that benefit customers.
This sometimes takes time to implement and is the reason that things haven't ran smoothly up until now. We have negotiated terms that will ultimately benefit everyone and it means that we can process returns much more efficiently than previously.
Our only goal here is to ensure that everybody is happy and that the confidence in the brand is not shaken.
Customer experience is everything here and although the percentage of customers who have had a Triton failure is very small, their voice is being heard the loudest!
I must highlight that the Triton is not compatible with specialist coolants such as Pastel or Aurora from Mayhems or any Glycol based coolants. Using these will void your warranty. Should you wish to refill the cooler, you should use distilled water, a pure water coolant like mayhems H2O perhaps with a dye or a coloured transparent pre mix.
I would like to offer my sincere apologies to anyone impacted by this up until now. I am a hardware enthusiast too and I know that downtime on your system sucks big time.
We have acted on this as quickly as OcUK and Raijintek have physically been able to and can assure you that our new procedures with Raijintek have been carefully considered to ensure nobody has problems like this again.
For anyone who has experienced a customer service issue with their Triton cooler then please contact me via trust with your order number and RMA number briefly outlining what happened and I will arrange something for you.
Currently our return rate on the Triton is amongst the lowest of any other AIO cooler we sell.
As usual, I am happy to answer any questions and help where possible.
