VENT: Coolermaster Crummy Service

leezer3

leezer3

leezer3

Soldato
Joined
18 Jan 2006
Posts
3,215
Location
Norwich
More of a rant than anything, sorry, but Coolermaster have just really irritated me.

Bought a mouse elsewhere (Storm Sentinel Advance II) last August, and at thirty quid, this wasn't cheap either...

Roll on to this week, and the left mouse button has lost it's click, and it's impossible to use without triggering random button presses.
Contacted the original seller, & was told that this mouse is discontinued and over 28 days old, so go talk to Coolermaster.

Things weren't looking good from the start, as their S/N warranty checker seems to assume that everything was manufactured on the date of release.
Uploaded a reciept, and seemed to get over that hurdle, but the worst was yet to come.
I submitted a support ticket, and was promptly asked for the reciept (again....), and the upshot is that Coolermaster don't want to know as it's just under a year old, and are helpfully sending me links to newspaper articles on EU warranty laws that I'm supposed to send to the retailer :rolleyes:

To add insult to injury, the Live Chat on the EU sites never works, even though the USA live chat is just fine....


Is it really too much to ask for someone to issue me with an RMA number?!
In an ideal world this would be the original retailer, but Coolermaster are the ones advertising a 2 year warranty and the ones who produced this mouse.

Rant over, and I'm strongly considering throwing this in the bin and never buying Coolermaster stuff again; All I want is a mouse that works without hastle.

-Leezer-
 
I personally don't like Coolermaster, had a case from them and it felt so cheap that I upgraded it not a year later. They only seem any good when buying rather low end stuff. If you want a Keyboard/Mouse then go Logitech, I've had Roccat and Razer stuff break on me and the customer care there is also useless. Had a used Logitech G500 for a year and it still works like the day I got it.
 
Try contacting Sircles on the forum, he's the CM rep and should be able to assist further. And in future, buy your stuff from OcUK, our customer service is much better ;)
 
Not your fault at all, not blaming yourselves just a rant at Coolermaster's attitude ;)

Wouldn't have posted at all, but the link to a newspaper article on EU warranty laws really ticked me off.

-Leezer-
 
Hi Leezer3,

I am sorry to hear you are having a bad experience with Cooler Master support. You're probably going to kill me for saying this, but could you please send me the SN and proof of purchase. Drop me an email via the trust link, and I will chase up directly with support. Also please let me know the original place of purchase.
 
Hi,

I have sent you a couple of emails regarding this, but just in case you did not see them. I am currently chasing this up for you. Hopefully we will be able to sort you out :)
 
Hi there. Apologies for the delay on the reply I was waiting to hear back from the contact still. I have heard back now, and have been informed that they have emailed you an RMA number now. Please let me know if they have not.
 
According to UK Statutory rights law, and the other regulations that cover these things, your problem isn't entirely with CM either.

The original vendor that sold it to you was dodging his responsibilities. As the person that sold it to you, your contract is with him, not with CM. The retailer is the one who legally obligated to sort your problem out, then it's up to him to deal with things like asking for replacement stock for the faulty item from CM.

I used to work for a large retail chain (Dixons Group) and back in the day, it was standard procedure to fob customers off with un-enforceable "rules" about returning stuff - has to be in original packaging, must be within x-days, must be unopened etc. all a heap of crap. Some of them are rules for specific things, like food or software, that they try to stretch to cover everything.

The site www.moneysavingexpert.com/ has a lot of good info on what they can say and what they can't. It's worth looking up before you next try to return something.

Cheers, and all the best.
 
It's a classic case of buck passing :p

The current state is that Sircles sent the original seller a whack, who issued me with an RMA number.
They've now lost it (Yodel on their behalf, so relatively blameless) :rolleyes:

God alone knows who is doing what anymore lol.
Now waiting to see whether they or Yodel can find it, or what they decide to do next......

All in all absolute utter madness.
I can't fault Sircles, but it's a classic case of customer service amnesia all round.
Alright, Coolermaster may not have to legally do anything, but they state they'll help if the original retailer can't or won't, and they really ought to look at the impression sending newspaper consumer rights articles to people asking for help gives!

-Leezer-
 
leezer3 said:
It's a classic case of buck passing :p

The current state is that Sircles sent the original seller a whack, who issued me with an RMA number.
They've now lost it (Yodel on their behalf, so relatively blameless) :rolleyes:

God alone knows who is doing what anymore lol.
Now waiting to see whether they or Yodel can find it, or what they decide to do next......

All in all absolute utter madness.
I can't fault Sircles, but it's a classic case of customer service amnesia all round.
Alright, Coolermaster may not have to legally do anything, but they state they'll help if the original retailer can't or won't, and they really ought to look at the impression sending newspaper consumer rights articles to people asking for help gives!

-Leezer-
Click to expand...

HI Leezer,

I agree with the point about just sending links to various places like news articles. I will have a word with the guys in support.

While they mean well, and are technically correct, the way in which it has been put across is not right.

In future if anyone has any problems with RMA, please just drop me a line via the trust link below.
 
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