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What do I have to do to get some support!?

Vertigo1

Junior Member

What do I have to do to get some support!?

Mittwoch, 4. März 2009, 16:38

Purchased a Poweradjust LT last week which appears to have a fault. To this end I posted in this forum and also emailed support on Sunday.
When I had not heard anything by yesterday I sent another email to support requesting that they respond and that has also been ignored.

I'm not very happy to be honest. What do I have to do to ellicit a response from support so I can determine whether I'm doing something wrong or whether the unit I have is faulty and needs to be returned? X(

PvHooijdonk

Junior Member

Mittwoch, 4. März 2009, 17:01

There is a RMA form that you can download in the support pages (link: http://aquacomputer.de/rma-formular.html )
Unfortunately it is in German.

Dieser Beitrag wurde bereits 1 mal editiert, zuletzt von »PvHooijdonk« (4. März 2009, 17:03)

Professional Crasher :thumbsup:

Vertigo1

Junior Member

Mittwoch, 4. März 2009, 17:05

Thing is I'm not even sure whether I want to RMA it yet. I don't yet know if the unit is actually faulty or whether I'm just doing something wrong so I need support to establish that first.

Even if the unit turns out to be faulty, I'm not sure RMAing it back to Germany is going to be the most efficient way of dealing with it - it might be that I should go back to the UK retailer I purchased it from.

I'd happily discuss all of this with support, if only they'd answer my emails!

Top_Nurse

Senior Member

Mittwoch, 4. März 2009, 20:37

Everyone is at CeBIT right now. So why can't your retailer help you with this problem? AFAIK the store is only open from Monday through Friday.

Why don't your PM Shoggy?

So what exactly is the problem or give me a link to your original thread. Not sure if I can help you, but I will try. :)

Dieser Beitrag wurde bereits 3 mal editiert, zuletzt von »Top_Nurse« (4. März 2009, 20:43)

Vertigo1

Junior Member

Mittwoch, 4. März 2009, 21:01

Firstly, I didn't realise everyone was a CeBIT.

Secondly, there's no real point in emailing the retailer as they're not a specialist in Aqua Computer kit nor water cooling and I very much doubt they'd be able to diagnose such a specific issue.

Thirdly, I have PM'd Shoggy, very politely I might add, asking him to take a look at my query, but still didn't get a response.

Apologies if I seem to be aggravated or impatient but I have made very polite enquiries both on here and via email and it's only because I've heard nothing at all for three days that I felt it necessary to post this thread.

I see you've found my original thread so I won't bother posting a link to it or elaborating further here.

Vertigo1

Junior Member

Samstag, 7. März 2009, 23:58

My original post stands - STILL no response from AC support here or via email, a full week after reporting the issue.

To say this level of support (i.e. total lack thereof) is unsatisfactory is an understatement.

gr3if

God

Sonntag, 8. März 2009, 12:26

Ehhm....

Right now you are running into two things:
-first it's Cebit
-second one the biggest Lan events is taking place

Normally you should return you Aquaero to you retailer and they will send it in if it' s needed.

Top_Nurse

Senior Member

Montag, 9. März 2009, 10:07

As someone else mentioned about the LAN party I found a couple of links. They definitely look seriously busy. :thumbsup:

http://www.youtube.com/watch?v=uLbViCzR0OA

http://www.youtube.com/watch?v=jIWIh1WdJPE

P.S. I think that is Shoggy standing up on the table. :S

Really guys they only give them a week off to have fun once a year and they will be back today. ;)

Dieser Beitrag wurde bereits 1 mal editiert, zuletzt von »Top_Nurse« (9. März 2009, 10:13)

Vertigo1

Junior Member

Montag, 9. März 2009, 11:45

Ok I appreciate if they're away and busy and thus unable to provide support but how about actually telling me this?

I was unaware they were all at CeBIT until I was told on here.

I was unaware they were at a LAN until the previous couple of posts.

How hard is it to set up an auto-responder on the support email sending a polite message advising people of this "outage"?

Top_Nurse

Senior Member

Montag, 9. März 2009, 20:35

Auto-responders are a bad idea when you probably get tons of spam as you then get into a spam loop. Actually they did notify probably 99% of the people on this board. Sometimes they just forget us in the heat of the moment while gearing up for a LAN party. Keep in mind that even the biggest water cooling companies in the world only have 2-5 people hanging around that actually know what they are doing. The rest are just hired help and may or may not know the top from the bottom of a water block. ;)

It's people like me that provide the bulk of any of these companies tech support. They simply can't afford to go out and hire a tech support team and instead depend on gabby enthusiasts to help them out. So why don't you send an E to Shoggy now and see what ya get?

The thing I really want to know is whether the guys drinking all the beer are getting better or worse scores. :D

Dieser Beitrag wurde bereits 1 mal editiert, zuletzt von »Top_Nurse« (9. März 2009, 20:40)

nicky_82

Junior Member

Dienstag, 10. März 2009, 23:38

Just hope thats all i can say :!:
Swing Swing :P

Top_Nurse

Senior Member

Mittwoch, 11. März 2009, 02:20

Zitat von »nicky_82«

Just hope thats all i can say :!:
WTF? What is your question? :)

PvHooijdonk

Junior Member

Mittwoch, 11. März 2009, 11:51

I am not dr. Freud, but it looks like our 16 year old nick (if from '82) is just posting in every thread in this forum, being impatient/frustrated as was expecting immediate response from the whole world to his delivery problem to Thailand.

Dieser Beitrag wurde bereits 1 mal editiert, zuletzt von »PvHooijdonk« (11. März 2009, 11:56)

Professional Crasher :thumbsup:

Shoggy

Sven - Admin

Mittwoch, 11. März 2009, 19:09

Expect for two mails (not yours) I do not have any unanswered e-mails right now. So if you still got no answer you can be sure that we never received your e-mails. In this case send me a PM with the address that you have used so I can take a look in the spam filters.

@gr3if: that was a very small LAN party with only ~70 people. Also it has not really anything to do with the support since only two people from us were there, me as the only one for mails etc. Also that party was at weekend where I do not work ;)

@Top_Nurse: yes, that is me in the video but I'm not the guy in the picture that you have posted.

nicky_82

Junior Member

Mittwoch, 11. März 2009, 19:32

wow 8 days later very good service lol yea i i'm abit pissed of but there service is a joke this guy sent this on the Wednesday, March 4th 2009, 4:38pm it's now the 12 poor service same when i was waiting for my stuff 2 week just poor service

Dieser Beitrag wurde bereits 1 mal editiert, zuletzt von »nicky_82« (11. März 2009, 19:40)

Swing Swing :P

Top_Nurse

Senior Member

Mittwoch, 11. März 2009, 20:44

Zitat von »Shoggy«

@Top_Nurse: yes, that is me in the video but I'm not the guy in the picture that you have posted.
Oh I saw that wasn't you. I just used that pic because the guy looked so serious and it showed how big the event really was.

Shoggy

Sven - Admin

Mittwoch, 11. März 2009, 22:29

Zitat von »Top_Nurse«

Zitat von »Shoggy«

@Top_Nurse: yes, that is me in the video but I'm not the guy in the picture that you have posted.
Oh I saw that wasn't you. I just used that pic because the guy looked so serious and it showed how big the event really was.

You see that much better here ;)

nicky_82

Junior Member

Mittwoch, 11. März 2009, 22:31

:D Dam look's good fun shame i was not there with my rig mind blowing with my 295 sil
Swing Swing :P

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