Replacement cables, free but costly.....

[wmsteele]

UPDATED INFO:


To avoid UK customers having to pay shipping costs from the US for 6+2-pin PCI-E cables, we have set up a new procedure.

If you live in the UK and require 6+2-pin PCI-E cables for your HX-series modular PSU, please contact Corsair Customer Service Group. You will need to include a digital copy of your invoice attached to the email as proof of purchase along with your shipping address. Your cable will then be posted to you free of charge. Use only CORSAIR PSU CABLES in your subject line.

Thanks and we hope this is a satisfactory solution.


I have managed to break two of the modular cables on a new HX520 Corsair PSU. I admit to one of the breakages being my fault but the other cable was damaged when I opened the PSU up. Being desperate to get my new system up and running I didn't want to RMA the unit. As the cables were modular I assumed I would be able to acquire replacements easily, considering Corsair's renowned customer service it should be simple.

Since enquiring about replacement cables I have learned that these cables have to be shipped from the USA. Not sure how to react to this.... but tech support have been back in touch with me today and the shipping costs to the UK are crazy.

$28.33 to send two cables via FedEx International (duties and taxes included) or $40.22 with UPS.

The cable must weigh next to nothing, I can't believe the costs are so high. Two replacement cables that must cost less that $1 to manufacture are going to cost me at least £16 to £20 to replace. I bought this PSU based on its warranty and Corsair's well known customer service reputation, what I didn't realise was that this reputation has difficulty operating outside of the USA.

What if the PSU itself needed repair (if the cables weren’t modular then this would be the case) would the whole unit need shipped to the USA??? Considering the weight of the PSU the costs involved would probably be double to three times the price of a new unit. The replacement cables my be free but getting them to the UK is prohibitively expensive.

I will have to be VERY careful with this PSU especially with its modular cables, two are already broken which I have to say is unusual as in the past ten years of building PCs I have never broken a PSU cable or connector before. One more cable break and this PSU is going to be useless to me, I'm already at the point where my 3 week old PSU can't take any new components as I just don't have any power connections left (apart from a useless floppy connector).

Another issue is having to provide my credit card details via e-mail. I'm not pleased about having to do this but it’s the only way to pay for shipping.

This will be the last Corsair component I will ever buy. Yes your customer service is good and probably very effective in the USA but us Europeans are left feeling a little unloved. I have never had an issue with Corsair before although previous purchases have always involved memory modules which are all still healthy, fingers crossed!

Lots of people are also going to need 8pin PCI-Express connectors as they aren’t included as standard, us Europeans will be paying a small fortune in shipping costs. Never mind the amount of credit card details being sent insecurely via email.

[GoNz0]

never email your credit card details, im shocked they would ask such a thing..

jsut return the unit as unfit for the purpose, job done then.

[wmsteele]

Yip, never will I sent my credit details via email.

So that leaves me unable to get replacement cables.

VERY DISAPPOINTED

[Yellowbeard]

Originally Posted by wmsteele

Yip, never will I sent my credit details via email.

So that leaves me unable to get replacement cables.

VERY DISAPPOINTED

Hey guys, I've been off for a few days. Give me a day or 2. I am looking into this for you.

[Blitzen]

what I didn't realise was that this reputation has difficulty operating outside of the USA.

Unless YellowBeard can sort something out for you this isn't great.

You read about the legendary CS from Corsair but unfortunately it is all USA based.

Exactly the same can be said about EVGA aswell.

The prices over here are alot higher but we suffer more for it.

[Yellowbeard]

I am looking into this for you guys for this specific case and for the UK/EU as a whole. Trust me, the higher ups realize this is an issue and that a huge customer base is not served as well as our US customer base. I am confident that something will be done soon.

[GoNz0]

i would offer services as a UK depot for spares etc

[wmsteele]

Hi Yellowbeard, thanks for looking into this. I'm sure all UK/EU Corsair customers really appreciate it.

Corsair PLEASE sort something out for us UK/EU based customers.

[moogle]

yep, the corsair hx520w box weighs 3kg, cheapest shipping i can get with a 5% discount is £26. I could spend that much to send it then get it fixed, but then it's almost half the price of the psu itself. If I had someone ready to buy it I might . But for now I've left that broken one in the corner. Now if the 2nd one breaks down later on it will be the last for me. Or it might give me the incentive to send both of them to get them fixed. But yea ur right, for any person in europe it is a pain to rma them. This should really be noted in the product description.

[wmsteele]

I feel a campaign brewing......

[moogle]

Originally Posted by wmsteele

I feel a campaign brewing......

i would love it if it succeeds. but in my heart i know it wont
i know i know have faith.

[Kurayamino]

Ummm scanned through your first post. But since one of them was already broken and lets be honest the cables with the PSU dont feel as solid as they parhaps should, could you not as the company you purchased them from to send you two out? I was under that the company you purchased the item from honours the years warrenty or however many years it is.Therefore theres one cable replaced. You could also tell a whiite lie and say that the others seemed to be damaged on arrivel. Worth a try?

[stormy]

Hmm, did this ever get resolved. I am looking to buy a HX520W from Scan but there seems no way to tell if you get a 6pin and 8Pin PCIe cable in the box, there is no way on earth I am spending nearly $30 (~£15) to get an extra cable which should already be supplied ideally.

What is odd is I have ordered HDMI and Optical/SPDIF cables from the states and paid less than £6 postage, so something doesnt add up with Corsairs costs to me.

[Yellowbeard]

I would suggest that you contact SCAN about the PSUs and contact customer service using the link in the PSU stickies to get your own information. SCAN may know by now if their latest batch of PSUs have the 8 pin cable. CS can give you an up to date shipping quote or tell you if the cables are available in the EU yet. Also, SCAN "might" have the cables now available seperately from the PSU.

[wmsteele]

Yellowbeard, can you explain your "Up to date shipping quote" comment?

As far as I know from my previous emails with Corsair (from May this year) they want at least $28.33 to ship a single replacement cable to the UK. Having to provide your credit card details by fax or email makes Corsair's support for customers in the UK one big joke.

Being an "Official Corsair Tec Support" person can you let everyone know the "official" shipping costs of one replacement cable to the UK and how you expect customers to pay this charge?

[stormy]

Originally Posted by Yellowbeard

I would suggest that you contact SCAN about the PSUs and contact customer service using the link in the PSU stickies to get your own information. SCAN may know by now if their latest batch of PSUs have the 8 pin cable.

Well Scan wont know as they don't even have stock at the moment, plus I am sure they are not too keen on opening boxes to have a look which cables are supplied. I have tried asking the question over on the Scan forums but of course, even if they could look they still have no stock.

Its all a bit off putting really. Its really suprising that a company such has Corsair has no EU based support
offices.

As others have mentioned, it makes the 5 year warranty a bit of a joke because the cost to ship one of these back to the US as an RMA would be a complete joke I imagine!

Mike