Beware of Enermax's warranty services

[anon6]

My Enermax Noisetaker 485W PSU broke down after a year of use. I dropped it off with Enermax's warranty service provider in Canada in April 2007. They took the PSU and gave me an form that says "takes about 6-8 weeks" and said I would receive a call. It has been almost three months now and I have not yet heard from them.

If something happens I''ll report back but I suggest that if you buy Enermax, make sure the retailer will do an exchange for you themselves.

By the way, I've bought several Enermax PSUs over the years and each one broke down within a year or two.

 

[JAG87]

Really? I had to RMA a Galaxy 1000W and a Liberty 620W, and I live in Canada too. I called their service provider (which is Comtronic in the GTA), I faxed the invoice, and they issued the RMA number after 2 hours. I went to go and drop off my broken power supplies and I was given brand new power supplies with no questions asked. when I dropped off the Galaxy, they even gave me the new DXX model with 8-pin pci-e plugs. by the way these were two sepearate events, I did not bring both PSUs at one time.

as you can see, yours is an isolated incident. I have no idea why you would let 3 months pass by but I sure hope you kept a receipt.

 

[anon6]

Originally posted by: JAG87as you can see, yours is an isolated incident. I have no idea why you would let 3 months pass by but I sure hope you kept a receipt.

I've looked the other way because I've been lenient, but check out these other reports:

<Your best choice is to contact Enermax USA by toll free and voice your displeasure with the quality, then with the shady service by Comtronic. They can to some extent influence Comtronic to remedy this problem. Dont bother with email.. That was how Enermax USA, my retailer, and myself forced Comtronic to honour a valid RMA a few years back. It was a most frustrating experience for all parties involved.>

<<Comtronic is their distributor in this case...
[2007 May 3]
Well things are at a stand still. After getting the RMA form from Head office and filling in the form it said to fax it to the closest branch which is Vancouver for me. After faxing it twice on two consectutive days and e-mailing the lady who sent me the RMA form I have not recd a RMA # as of yet. Doesn't seem like Comtronic is very good to deal with - don't think I'll be buying a Enermax again if this isn't resolved soon. ...Update: It's now the 8th of May and still no RMA #, it seems the Vancouver branch of Comtronic is a dud - they haven't acknowledged any of the faxes I've sent or the e-mails from their own H.O. If you live on the East Coast of Canada you are probably ok for RMA's but I would warn anybody living on the West Coast of Canada that trying to get a RMA for their Enermax isn't going to be easy. It's pretty sad that the orginal info was faxed to the Vancouver branch of April 20th and they have yet to respond - over two weeks and counting. I'm sure that there are other psu makers out there who treat there customers better than this. Update: Had e-mail from Van branch - sent a different RMA form from the one HO sent me for me to fill out ***** this will be the THIRD TIME that I have done this. Not to mention that the fact that he informed me that I have to pay freight both ways. These guys are a bunch of losers!!!! It would probably be less stressful to toss it in the garbage can and be done with it. ...
[May 9]
For all interested Enermax doesn't have a warranty you can collect on in Canada. So far Comtronic has refused to give me a RMA # [faxed the required paperwork four times no less!] and there last e-mail to me stated that [the retailer] should be doing the warranty. it's not as though there arn't any alternatives out there.
Stating that it's comes with a three year warranty that you can't collect on is pretty pointless if you ask me. Enermax NEVER AGAIN. ... I can back up everything that has gone on: from my initial call to Maxpoint in US who refered me to Comtronic,
First fax to Comtronic [Vancouver] was April 20th - Totally Ignored by the way. Then all my e-mails with Clery m Comtronic [Markham HO]over the last two weeks. ...I will be sending a letter to Enermax in Taiwan explaining what's gone on - as maybe they have no idea that there etting the shaft from Comtronic on warranty repairs.
[May 14] I already have filled out and faxed that RMA form three times - twice to vancouver and once to markham. There just not willing to give me a RMA #. So I'm going to forward all my correspondence to Enermax in Taiwan and see what they have to say, if Comtronic are being paid by Enermax to do their warrenty work then they are failing to do that.
[May 16]
I sent one last ditch e-mail to Comtronic saying I was through with getting the run around and that I was forwarding all my correspondence to Enermax HO in Taiwan and get there take on the situation and p.s. there's a whole lot of people on a well know forum
waiting to see how this works out... and when I got home to night they actually faxed me a RMA # ...Actually after a second look at the form that they sent me all somebody in Vancouver did was hand write my info on a RMA form and fax it to me requseting the serial #. The hilarious part is that the rma form that has already been faxed [twice] to Vancouver had the serial # on it. So in my opinion they [Comtronic] are waste of space. Also they don't pay freight at all they want me to pay both ways. Anybody else have dealings with other companies that don't pay freight for shipping back to the customer?
[May 31] The outcome: I had Purolator del. a shrink wrapped Noisetaker to my door from Comtronic on May 31/07.
>>

 

[JAG87]

do you live in Toronto?

call comtronic in Thornhill and ask to speak to Clery Chong. or email her at clery.chong(at)comtronic.ca
if your PSU is still under warranty and you have the original receipt from where you bought it, she will replace it in a jiffy. she did i twice for me, I can vouch for their service.
if you dont have the receipt, or your PSU is past the 1 year warranty period then you might be out of luck.



edit
I have always dropped off and picked up, but she clearly told me that if I wish to ship the PSU, that I have to pay for shipping there, and they would ship the new PSU back to me free of charge. so basically 50-50 on the shipping. I found Comtronic to be a very fair and organized company. Just a heads up, I would pick up the phone if I were you. It always works better than emails. Both times I RMAd I called them first, spoke to Clery, she emailed me the RMA form, I filled it out, faxed it together with my invoice, waited like 2 hours max for my RMA#, went there, dropped it off and picked it up the same day. I am very pleased with their service.

 

[Old Hippie]

Shouldn't this be a bitch about Comtronic?

 

[anon6]

Originally posted by: JAG87
do you live in Toronto?

No, and the problem may be for those not living in Ontario. I don't doubt that you're getting adequate services from the main office there but you really have to press them hard to get any service here. People here seemed not wanting to deal with these warranty services despite being connected to Enermax.

FYI, I did not use email to request the RMA but took my PSU to the branch. The representatives seemed unsure what to do and initially even asked me to go back to the retailer for services. I had to remind them that Enermax PSUs come with a 3 year factory warranty.

Originally posted by: Old Hippie
Shouldn't this be a bitch about Comtronic?

It may seem like that, but in this country Enermax warranty = Comtronic warranty.

Anyway, I faxed a complaint to their offices and soon received a call to inform me that my replacement was ready "now" but that I should go in the next day to pick it up. The person stated that I could not be reached, even though no one left a message on my answering machine and I do not recall seeing their company on my call display. I'll let others decide what this means. In any case, eventually I did receive a replacement, but I have to say it was not a smooth transaction overall.

My suggestion to Enermax is to ensure that their affiliates are doing their job efficiently in ALL regions. Even if Comtronic's branches simply directed all customers to a central office, it'd be better than not receiving services in a timely, professional matter.