Cooler Master RMA is awful

[TidusZ]

I sent in a CM quickfire rapid keyboard, paid extra to have it shipped the next business day. They received it Dec 8 and sent an email saying goods received.

4 weeks and 2 days later, I have sent in 2 tickets recently which have gotten automated replies that basically blame christmas and new years and to send another ticket after January 5th or something to that effect, and the ticket closed.

Only other RMAs I have done were a few with logitech. They paid shipping and I got the product within 2 weeks. Just letting others know what to expect if they have an issue with a CM product and I will certainly be taking that into account in the future.


Here is last msg I got btw

I have reviewed your RMA Request:######## as it has indeed be received by our Canadian Service Center and pending an available replacement keyboard as well as the holidays.

Please follow up with us on Monday 01/05/15 for Serial Number Validation, RMA, Parts Request, and CM Store Inquiries as our office will be closed during Christmas week.

Happy Holidays!




TLDR/UPDATE

Keyboard arrived 7 weeks 2 days after they received the original. It's got blue switches when original had brown. Pretty bad RMA experience.

 

[DigDog]

yeah CM are pretty bad. i had bad experiences too.

 

[TidusZ]

Got this reply, basically they aren't starting to ship RMAs from Dec 1 onward until Jan 12 (month and a half later)

I appreciate your patience as we work on your order as our offices were closed due to CM Store observance of the holidays and system maintenance, RMA, Parts Request, and orders placed between 12/01 (12:00am PST) – 01/11 will not start shipping until 01/12. We appreciate your business and apologize for any inconvenience this may cause.

I have sent our Canadian Service Center a message to assist you in your order.

Would have been nice to know that they shut down for 5 weeks before sending my keyboard with 1 business day shipping. I'll post again when I actually receive it hopefully b4 2 months

 

[Black Octagon]

My 1 experience of their RMA process was very positive. Bought an extra fan for my CM cpu cooler and what they sent me refused to accept power. I told their warranty department and they immediately sent me a new one for free. Told me it would be appreciated if I could return the defective fan, but did not require it (and I didn't do it). Note that I'm based in Belgium and deal with CM's UK team

I imagine you like the majority of AT posters are from the US, but nonetheless it could be worth specifying where you're from and who you dealt with, when posting threads like this

 

[dfuze]

I had a bad experience with them a couple months ago. Told a replacement part would take a couple weeks. Fine. Waited, then emailed when I got nothing only to hear them tell me they were backed up and would take a bit longer. Complained that they knew they were behind and would have taken nothing to inform customers that there were delays.

 

[Ketchup]

I had good experiences with the two requests I had for them. I didn't start them as RMAs, but it is hard to say how they handled them internally.

The first was little response, but I received a replacement part from Taiwan (that one took a while) at no cost to me. The second was a direction to the replacement part I needed.

I don't think you will have to worry about getting taken care of eventually, which is more than many who deal with other manufacturers can say (I have heard a lot of bad things about Asus, for example).

 

[TidusZ]

5 weeks 3 days since they received it, nothing yet.

Btw its in Canada and the service centre is about a 2 hour drive from me

 

[MoJoSoDOPE]

you think CM is awful. try doing kingston specifically with a Hyper X Cloud. They use a rma program that makes no sense at all. there's a bunch of other companies on the list to choose from. there was kingston but no hyper x, so that was what i selected. but there were only a list of 10 things and nothing on there was a cloud. i was stuck, didnt know what to do so i just selected one and gave my reasoning. about a week later it said i got rejected... lol luckly i managed to fix the Cloud on my own..

 

[QueBert]

Had a CM where where I broke one of the HD mount brackets and emailed them about getting a new one. They needed an invoice from where I bought it and a few other things. On the flip side I emailed Corsair about BUYING some replacement cables for my modular PSU and they sent me some in the mail for free. That was my only encounter with Coolermaster, but I wasn't really impressed.

 

[formula1]

Amazon's RMA program seems to be the only way to go

 

[TidusZ]

Amazon's RMA program seems to be the only way to go

6 weeks 2 days, got email saying they've shipped it but its slow international shipping so I think it's coming from the US, so it could still be 2-3 weeks from what I've read.

 

[TidusZ]

keyboard just arrived after 7 weeks 2 days from them receiving old.

The box says it has brown switches but they felt noticeably different, and removing a key to check they are actually blue switches (different than original).

not great