This is how customer service should be done

jaybee

jaybee

jaybee

Soldato
Joined
10 Jul 2008
Posts
8,416
Dear fellow OCUKers....

I urge anyone with any Antec products, especially cases, do not hesitate to contact Antec for anything you need. The customer service I received in the last few days has been nothing short of A1.

The front USB ports on my Antec Sonata III case have been broken for ages. Kids must have snapped something off in the ports. I finally decided to take a chance and just email Antec for some help rather than bodge a repair myself....


On New Years Eve I sent an email to Antec asking them if I could purchase a replacement two front USB ports. First of all I sent an email to the generic European support HQ. They forwarded it to the correct department on the same day and came back with full instructions on where to email to, and what to include for the "spare parts request". I then sent off an email with my details and what I needed to them.

The next working day after new years day (Monday 4th Jan) I got an email asking for my phone number and ship to address and that they would sort out my request. They then went quiet so I just thought that I might receive an email in a week or two asking for payment or further details etc.

Instead...this morning 3 working days later - despite the snow - a courier delivers me a small package in a box. What can this be I thought shipped from the Netherlands? Oh yes...open it up and they've shipped me an entire front USB/esata port panel replacement for free. :)


I applaud that.
 
Do you have the email address and what details they needed.

Been tempted on doing this for you p182 case as one of the side panel clips snapped.

Think last time I looked into it they needed the case s/n but couldn't find it
 
Sure guys, start HERE and then you will get an email back with a support ticket ID with what to do and where to email next for your request.
 
My P182 front USB ports were broken the other month and I was kidding ****ed about it.

Im gonna try this :)
Thanks for posting this
 
Cool cheers.

Still not sure where the S/N is of the chassis stamp on the p182. Haven't got the box any more so can't get it from there
 
you are right re antec, my housemates new 900 top case fan came arrived DOA, so he e-mailed them, they told him to break a blade off then they sent him a new one in the post for nothing:)
 
I dealt with them when I had a couple of damages on my old P150. Both times they sent the parts in a few days without a quibble. They do have one of the best CS out there! :)
 
They have my vote for brilliant customer service. Bought an Antec 900 (very first revision) and it didn't come with the HD audio cables for the front panel, which I didn't need for the first 2 years of having it. Though it was starting to nack me off when I went to C2D, so I sent them an email and had a whole new set of front buttons and audio jacks with the correct cables within 2 weeks from America apparently.
 
I did the same on a Akasa zen last month the front usb ports were damaged so I emailed them and within 48hrs got an email with price/who to make it payable too and it got delivered in a week.

Was 8 quid but you know what still quality services from Zen regardless.

Would be interesting too here Silverstone/Lian lis response too a similar situation....
 
I emailed Multiplay last night at 21:31 (on a Sunday) asking a question about my dedi server I rent from them.

I got a response back from Dan, at 21:33. :cool:
 
My experience with Antec customer service has been nothing but brilliant aswell.

My 902 came without a 3.5" adaptor, Emailed Antec and they replied almost immediately, Requested a copy of my receipt, Emailed them that and within about 5 minutes I had recieved a reply saying they shipped me a replacement out! :D

Came from overseas, So had to wait about a week for delivery but thats to be expected.
 
Shame Akasa are not like that i emailed them cus i want a new front panel for my case and i asked them saying how much would it cost so its not like im looking for it for free its just ive bashed it up from modding it over the years ect and they didnt even bother to email me back!!!

So glad to hear this about Antec :)
 
OOO this sounds interesting, since my 1200 came one of the screws that holds the side pannel window on was broken/missing. Maybe they will send me a new side pannel? :P

Would be nice as the one i got now has a few scratches etc lol.

Also you think they would send me another 120mm fan for the side window, or does anyone know where/if you can buy them?
 
Couldn't disagree more. I've found Antec's standard of support to be so bad and unwieldy that I would say the warranty isn't worth the paper it's printed on.

I bought a Fusion Max over a year ago, and had to return it 7 times because the LCD's are all broken. Massively overbright and bear no resemblance to the promotional pictures (just like all LCD's in all Veris components). All the cases I've been through have LCD's that have a pink background and cyan text (they're supposed to be light blue on dark blue).

If you look for "end user" reviews of actual store bought cases, all report faulty LCD's.

After my 7th one (across 3 retailers) it became apparent that they're all faulty in manufacture and I decided to contact Antec support. No response.

Ended up trying every email address on their website, none illicit a response, even the complaints address is ignored.

In the end I resorted to h.e.x.u.s.net community forums to try to get the problem fixed, because this forum is manned by Antec staff. What a complete failure that was.

You can find the post in the Antec.care section. "Fusion Remote / Fusion remote Max". Can't post a link because the forum won't allow me to, don't think OCUK likes their site ;) (Hence the added "dots").

It's by far the biggest thread in that section, it makes pretty sorry reading.

So, after nearly a year of trying to convey the problem to Antec, I still have a broken case with a faulty LCD. I have found Antec to be virtually uncontactable in anyway that will result in a response that bears any relation the original quiery.

Anyone who isn't visually impaired can clearly see what the issue is by simply looking, but this seems to be too much hassle for Antec to bother. How these cases made it to retail in their current state is beyond me unless everyone who works for Antec is blind!

I notice OCUK stopped selling the Max pretty much a week after they came out.... I now know why! ;)

I would never buy any Antec products again, or any products that contain anything made by Soundgraph.

Both companies are a joke in terms of customer service & support. Truely the worst standard of support of any companies I have used in the last 10 years, simply terrible.
 
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