ComplaintsforCorsair Gaming, Inc.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 24th, 2023, I purchased a Wave Mic Arm from Corsair Gaming, Later, I requested a return/refund and received the approval to return for a refund. I received the return label and all the instructions. I returned the item on January 26th, 2024. I purchased this on my PayPal account and on March 4th, 2024, I checked my account to see if I ever received my money back and never did. I emailed Corsair Gaming the same day explaining my issue. After sending them my order and tracking number which said delivered on January 29th, they responded by saying "Hello *******, I wanted to provide you with an update regarding your missing package claim. Our receiving team conducted a comprehensive review, which included verifying the package's location, labeling, and contents. Based on this review, your claim has been denied. We have not received the returned item and cannot provide you with a refund or replacement." After sending them proof, I asked to speak with a supervisor who said "Hello *******, My name is *** and your ticket was brought to my attention. I sincerely apologize for any inconvenience you have experienced during the *** process. Unfortunately, as the previous agent mentioned, we are unable to verify your package's location." I did my part and according to ***** Corsair received the package. They received it and just will not issue my refund.

  Business response

  06/12/2024

  Hello,
  
  We apologize for any inconvenience that *** have occurred with this customer's return request. After a thorough investigation, it has been concluded that a refund was not issued for this customer's return request as no product/package associated with this customer's request or information has been delivered to our return facilities.
  
  The customer had provided a **** Tracking Number for their package and while the tracking does show their package was delivered to ******, **, the tracking information does not indicate the exact address or location where **** has delivered the package. Our returns facility is located in ******, **, but we are not aware whether **** delivered the package to an incorrect address or not. The tracking information also indicates that the customer's package was delivered to the ***** DESK/RECEPTION/MAIL ROOM. Our returns facilities only accept incoming packages back in the loading docks located in the rear of the building.
  
  We are requesting that proof of delivery or official documentation from **** be provided for further review. Proof of delivery will generally provide the delivery address, date/time of delivery, as well as any individual who *** have signed for or accepted the package at the time of the delivery. If the package was mishandled by **** and delivered to the incorrect address, we would recommend that the customer reach out to **** to see whether a claim can be filed for their package. Unfortunately, since the customer selected **** as the shipping service of their choice, the customer will need to file a claim as they are the original sender of their package.

  Sincerely, 

  CORSAIR Customer Service

  Customer response

  06/12/2024

   
  Complaint: 21824526
  
  I am rejecting this response because: Proof of tracking documentation has already been uploaded and sent to you in a pervious email. As you requested the documentation states, where it was delivered, the date and the time. It also states it could have been delivered in a mail room which is considered the dock or etc. I feel like this is going in circles when you have the item and all I want is my refund. I did my part and I returned the item now you need to do yours.
  
  Sincerely,
  
  *****************************

  Business response

  06/14/2024

  Hello,
  
  We are sorry if this is not the resolution the customer is seeking directly from **********************. Unfortunately, as we previously noted, a thorough investigation was conducted by our team with the documentation that the customer has provided and it was concluded that no package/product associated with the customer's request/information was delivered to our return facility so that is why no refund was processed. A refund will be processed when the product has been delivered to our facilities and inspected by our team.
  
  The documentation provided by the customer only indicates that their package was delivered to a location attribute called the ***** DESK/RECEPTION/MAIL ROOM where **** may have left the package. However, the documentation does not necessarily indicate the exact address where **** has delivered the customer's package. We are requesting that the customer provide proof of delivery or documentation from **** that provides the necessary details of the delivery address for us to review this matter further. Further details about ****'s Proof of Delivery are available here: ********************************************************
  
  If **** has mishandled the customer's package and delivered the package to the ***** DESK/RECEPTION/MAIL ROOM associated with a different or incorrect address, we would suggest that the customer contact **** to start a claim or investigation to review the delivery of their package. Unfortunately, Corsair is not responsible for the actions of **** if the customer's package was mishandled by **** while the package was in their possession or during their delivery process.

  Sincerely,

  CORSAIR Customer Service

  Customer response

  06/23/2024

   
  Complaint: 21824526
  
  I am rejecting this response because: I do not understand what this has to do with me. Once again, I did my part, I followed all the return instructions. Once that package was sent the way your email told me to, it has nothing to do with me anymore. I did my part, I did what I was instructed to do. I don't deliver the packages. You're telling me to contact **** for a package from months ago that I indeed returned and that again says it was delivered. This is not making any sense to me as to why I still don't have my money.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  gaming PC purchased from "Corsair store" on Amazon.com on 4/21/24 "Corsair Store" clearly represents themselves as the manufacturer of the products. <7 days after purchase price has dropped on "the Corsair store" from ******* to 2749.00, a 350$ price drop. price was dropped while units were out of stock (seems manipulative) which prevents me using Amazon's return/exchange options. no recourse available with Amazon for price adjustment. (Seems conspicuously absent) when attempting to email the Corsair customer service, multiple emails were responded to that acknowledged no responsibility or even any affiliation with" the Corsair store" and says they cannot and will not do anything. multiple emails (logical but admittedly frustrated) sent from me trying to explain only to have my logical arguments stonewalled with the word Amazon being used eight times or more in their responses. they seem to have a business structure in place in their customer service designed to deny their ability to adjust the prices of products they manufactured and sell through their own sales terminal with a retailer. I believe there is some sort of business violation occurring where they hide in a blurry area for legal responsibility and use stonewalling and denial as the first, second and third course of action to make sure they don't have to give any money to customers asking for fair responses. I have been a long time Corsair customer and I'm in no way dissatisfied with the quality of the product, I am deeply frustrated and angered by obsequious dodges of culpability. They are a billion dollar corporation who says they have no ability to do anything for their own customer who spent over $3,000 less than a week before...Their "customer service" employees continuously repeat phrases like "against policy" "unable the assist" as a way of constantly denying my valid request and engineered to statistically make as many people and possible give up.

  Business response

  05/13/2024

  Hello,
  
  We apologize for any inconvenience that the customer has experienced with their recent Amazon purchase but unfortunately, the customers request will not be possible. The request for a refund/credits/adjustment will not be possible as Corsair does not issue refunds/credits/adjustments for any transactions that were transacted through authorized third-party retailers or resellers. Per Corsairs Returns, Refund, & Shipping Policy:
  

  Only items that have been purchased directly from www.corsair.com can be returned to CORSAIR.CORSAIR products purchase through other retailers must be returned in accordance with their respective returns and refunds policy.
  

  We would like to also apologize if there are any confusion that *** have occurred with the phrase Corsair Store on the Amazon product page but unfortunately, Corsair does not have any direct involvement or maintain any product page on Amazon.com. Amazon maintains the product listing pages on their domain and decides when they wish to list a product at a promotional pricing or not. While the customer *** have purchased a ********************** branded product from Amazon, the transaction itself was processed and fulfilled directly and solely by Amazon. Corsair was not involved in the transaction and does not have access to review any third-party retailers transactions.

  We are sorry if this is not the resolution the customer is seeking directly from ********************** but unfortunately, the original transaction/order was processed and fulfilled by Amazon therefore, if the customer has not done so, we would recommend that the customer reach out to Amazon Support to review their order as Amazon is the original retailer for this particular transaction. 

  Thank you,

  Corsair Customer Support

  Customer response

  05/13/2024

   
  Complaint: 21698363
  
  I am rejecting this response because I believe Corsair Gaming *** is misrepresenting itself by using obsequious verbiage to hide from the responsibility of addressing customer concerns. By using phrasing about not being able to modify orders through their retailers. This does not mean Corsair is unable to assist. I have worked in corporate customer service for nearly a decade with a $300 billion corporation and I can tell you that this response is engineered to avoid culpability. It is penly obvious that they are using The psychological pressure of making it seem impossible and exhausting to go through the customer service process to avoid any expense. There was never any attempt from multiple customer service emails to address or assist the appropriate way to go through Amazon because I don't believe there is an appropriate way to go through Amazon. While I was within my return policy for the *** that would have involved me formatting the drives uninstalling the new new SSD as well as the upgraded memory, boxing the unit back into its original packaging, getting shipping labels, having trucks drive my computer back to a warehouse, just so that I can repurchase it. It have it put back on a truck shipped back to me, so I can install the memory and ssds again reload all my programs so that I can get back to work. It is intentionally made to be frustrating and while they say that there is recourse through Amazon, it is obvious that this method is meant to be dissuasive. 

  I Don't want Corsair to modify Amazon's ordering system. But the Blythe ****** that just because they can't go inside Amazon's computer system is not indicative that Corsair is unable to assist in this matter. They have manufactured the product, and the Corsair store on Amazon.com is represented as the manufacturers selling portal. If Amazon chooses to run their business one way that does not mean any customer who purchase a ********************** product through Amazon is completely denied the opportunity to work with the corporation for resolution. 

  I grew up in a family of corporate attorneys and I'm happy to escalate this in order to make a point that the slow degradation of quality service. I hate being someone to complain but when I get verbal dodges from individuals whose job it is to prevent loss instead of actually resolve problems, I tend to bristle up. 

   

  If Corsair came back on their first response with the explanation that they can't modify Amazon orders but that they have other avenues to help or that they would be willing to participate in assisting in the process. I would have understood this as unintention to help the customer. Instead, all I have received is the indirect message that we don't care. We won't help go cry to someone else.

   

  I Am also aware that Corsair is not doing well financially right now yet I encourage them not to follow the trend of cutting back their customer care but rather enhance it and improve it so that the frustrated consumer base finds refuge in the few companies that actually respect and protect their rights. 

  If this wasn't such a major purchase for me and I hadn't been given such an ignorant and insulting response from multiple emails trying to avoid any responsibility. This would not have been a problem. 

  As I stated I loved the computer, but now it's an eyesore and a disheartening reminder of the slow "enshittification" of corporations unwittingly conditioning their very customer base to resent them. 

   

  The protraction of this process has now put me outside of the return window, and while that was never my goal, I do also feel like that is a part of this return denial obfuscation process. I would be absolutely thrilled to be proven wrong. 

  
  Sincerely,
  
  ***************************

  Business response

  05/16/2024

  Hello,
  
  Once again, we apologize for any inconvenience that the customer has experienced with their recent Amazon order. Unfortunately, as previously mentioned, while the customer did purchase a ****************************** product, the customer's order was processed and fulfilled directly by Amazon. The customer has requested that ********************** assist them by providing them with a credit or adjustment for their Amazon order as Amazon lowered the price of the product after their order was processed. Corsair will not be able to provide a credit or adjustment as Corsair had no direct involvement with the original transaction or fulfillment of this particular order. Amazon accepted and processed the order by fulfilling the order with a product from their own inventory, and Amazon operates their delivery system to deliver the product to the customer.
  
  We are sorry if this is not the resolution the customer is seeking directly from **********************. The customer did purchase a ****************************** product and if the customer requires additional assistance with the product then the customer can create a support ticket at ******************************* for further assistance. If the customer has any questions or concerns in regard to their Amazon order or Amazon's return policies, we would recommend that the customer reach out to Amazon Support.

  Thank you,

  Corsair Customer Service

• Initial Complaint

  04/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Vendor stated item was "shipped" for 5 days yet provided no tracking or updates on this item. Contacted the vendor multiple times yet we received no reply or updates on the order. Vendor is purposely taking money without ability or intentions to fulfill the orders and are forcing people to do chargebacks and fraud case in order to get their money back. Company is a scam!!

  Business response

  04/24/2024

  Hello,

  We apologize for any inconvenience that *** have occurred with the shipment process of any order. To better assist this customer or any customer, we would request that a valid order number is provided so that we can review this matter further. The customer contact information provided with this request did not yield a valid order to review.

  Thank you,

  Corsair Customer Service

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 3rd I ordered ****** USD worth of merchandise from Corsair's online webstore. The order included a power supply unit that came with a free cable as a promotion. However, I was only ever sent the cable, valued according to the company at ***** USD, and because according to their rules I was sent part of the order, even two full weeks later with no tracking number for what I was actually trying to order, I am unable to get a refund through them. They have not even offered to refund everything not shipped. If they refunded everything that hasn't been shipped and made me pay $***** for the "free" cable upon not receiving the goods I ordered, I still think that would be a deceptive business practice and quite scammy, but they have not even allowed me to take the $***** hit and get the rest of my money back. They will not give me a tracking number for the shipment or a refund, so I am requesting through the BBB to receive a refund. I cannot return the items because I never received them.

  Business response

  04/26/2024

  Hello,

  We apologize for any inconvenience that has occurred with this customer's recent web order through **************************. This matter was reviewed further and there was a delay with the customer's order as it was being fulfilled by multiple warehouses in different locations. We have advised the customer that the remaining products from their order has been shipped in two different shipments. One shipment was shipped with UPS 1ZW701150140868416 which shows it was delivered on April 19, 2024. The other shipment was shipped with FedEx 708170570293 and delivered on April 22, 2024. Our support team has been communicating with this customer and the customer has confirmed they have received all the products they ordered. We considered this matter to resolved.

  Thank you,

  Corsair Customer Support

  Customer response

  04/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased VENGEANCE RGB RT 64GB (4 x 16GB) DDR4 D*** 3200MHz C16 Memory Kit Black.Within less than a year, one or two of the *** intermittently have issues reading properly. This even shows in their software: iCue. I asked for a replacement/exchange; however, instead of providing a solution; Corsair wants me to send it back to them for "review" resulting in me being unable to use my ** at all without any *** installed for at least a minimum 1 - 2 weeks. Besides gaming, I do actually need the ** to be functioning for work. Terrible customer service and expectations.

  Business response

  04/26/2024

  Hello,
  
  We apologize for any inconvenience this customer may have experienced due to their memory kit not working properly. If the product is not working properly and must be replaced under the product's warranty, then in that case, we require that the customer return the product to our return facilities where all returned products are visually inspected and verified that the correct product was returned. Once verified, a replacement will be shipped to the customer at **********************'s expense.
  
  While we do understand that in some cases if the customer were to return their product before receiving a replacement, this may cause some downtime for the customer, we do offer an Advanced RMA process where a replacement product can be shipped to the customer in advance as long as the customer agrees to a collateral charge before the shipment of the replacement product. The collateral charge is fully refundable upon the return of the original product and has been visually verified. The customer can create a new support ticket with our Support Team and request for the Advanced RMA process if they do not wish to experience any downtime with their warranty replacement request of their Corsair product.

  Thank you,

  Corsair Customer Support

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I placed my online order C1250276 on March 31st for two packs of Dominator Titanium First Edition ram sticks so my son and I could build our first PC setups together, but I worn up only recieving one pack of ram sticks. I contacted customer service immediately and was told they shipped them and then requested pictures of my package I recieved as well as a packing slip. I sent the pictures of the package but they did not even include any kind of packing slip or receipt in my order. They are now advising me to wait 1-2 business weeks for an investigation just so I could get the second pack. This is ridiculous and very upsetting and really just wanted the second pack, but at this point I would just like my money back for that second pack as I have been talking to some sellers on marketplace to purchase a pack of ram sticks near me so my son and I can begin our builds as this has been such a huge setback. Please do the right thing and refund me for this second pack as I am out all that money for nothing.

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased about $1000 worth of pc parts from corsair, the aio was faulty from day 1, then their icue software that controls the rgb fried my ram. Come to find out it also fried my windows. Ive been trying to get in touch with a human but all i can reach is email bots. *** had to pay to ship my pc back to the builder to have replacement parts put on and now they have to uninstall windows so now i will lose all my data. Im also without income for a month now while i wait to get my pc back as i am a content creator/streamer. I would like to speak to a human and get this issue resolved .....

  Business response

  03/08/2024

  Dear **************,

  After reviewing your contact history with us, it looks like you have been helped by our ***** in our technical support department on ticket number **********. Please let us know if you have any further issues. Kind regards,

  ***************************

  Sr. Director, Customer Experience

  **********************

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  An XG7 Waterblock for my 4090 Founders Edition was purchased through Amazon, when it arrived it was noted that the thermal pads on the *** facing side had cured/dried and thus needed replacement.A representative of Corsair named Art going by the username CorsairArt reached out to their ************** when I brought this issue up. He found out that Corsair do not offer the thermal pads as a part. Based on this information I ordered new thermal compound and pads at a cost of $45~ through Amazon. My ticket with Corsair was finally attended to and ******* through their ticket system claimed they would inquire about sending out replacement thermal pads. I informed them I had purchased some based on the information from CorsairArt, they confirmed that the thermal pads are not sold as a part.Thermal pads come in many different types but the two main distinctions are curing and non-curing. Corsair offered to replace the waterblock entirely, however there was no guarantee I would get one that wasn't ICUE Link (Their new proprietary ecosystem) and based on CorsairArts information the front trim panel was removed and sent for polish and plating. So Corsair refuses to reimburse for the thermal pads that dried/cured unless I send the entire waterblock to them which represents a loss for me due to the investment in time and labour in the polish and plating done on the front trim.I provided receipts, pictures, all the information I could and still got absolutely nowhere. I am asking for a refund of the amount I had to spend on thermal compound and pads to make this product useable.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I lived in ******* and I tried to buy some computer accessories from Corsair Gaming online. My purchased date was 01/11/2024. It's in ******* back-to-school sales tax holiday and the computer accessories were included in the tax-free category. The same thing bought from Amazon was non-tax. But I still try to buy something from the original factory. There is no any choice for tax-exempt from the beginning of the purchase to the end of the purchase.I also called the customer service and asked for a feedback ticket. But I did not receive any response. So I asked for help or this tax money was taken by the company instead of the government.

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I submitted an RMA to Corsair back on Oct 2 due to Power Supply Hum that has now been an issue for 2-3 months. I submitted my Purchase receipt and what was expected was we can RMA this product send the replacement and I send it back and they test it if it comes back as no issue(which I would be trusting them on) then they would bill me the cost of the product that was RMA'd if there was an issue found then we are even. No instead I get a response to my ticket to submit a video, which I did but due to the way that almost all camera's are recording it was too large so I had to wait a day to get a response that I needed to resubmit. I did this and was told that "Appears to be a fan bearing" really? Electrical current sounds like a fan bearing?! I replied that I had already taken my custom build apart and hot swapped the *** with no issues. I had to then wait 4-days to get a reply from them saying they need more videos of it in the case etc. and other obnoxious asks, meanwhile the longer this goes on it can affect other parts in my build and cause them to fail. They are extremely slow in replying to cases and I work in the industry. They need to look at the product that was on the receipt submitted and replace the product. Corsair case number **********

  Business response

  10/11/2023

  Hi *******,

  I am sorry to hear about the issue you are having with the *** of your PSU. We have reviewed your ticket and provided you with a response. Please refer to *** ********** to proceed with the warranty replacement of your PSU.
  

  Customer response

  10/11/2023

   
  Complaint: 20716063
  
  I am rejecting this response because: My computer will be down for an unknown amount of time upwards of 30-days due to potential shipping issues and when they get around to processing my replacement and/or option 2 is they take an unknown amount for the deposit which was not detailed on the ticket flow just for them to ship out the replacement and again see above as to when that said deposit will be released/refunded and the replacement will not be a new unit it will be refurbished. I am better off just going to buy a replacement which these companies hope for instead of people using the warranty process. I have worked too many hours in both I.T. support and retail to know their tactics, the fact that pertinent details were missing in their response again such as the deposit amount speaks to that.  
  
  Sincerely,
  
  *******************************

  Business response

  10/12/2023

  Upon receiving the customer's warranty claim, we promptly offered a replacement for their item as part of our warranty policy. However,in order to facilitate the replacement process and accurately assess the deposit value, we requested specific details from the customer. This included a photo of the serial number and part number located on the **** which is essential for validation purposes and to determine the appropriate deposit amount. Additionally, we requested confirmation of their shipping information to ensure the successful delivery of the replacement item.
  Regrettably, despite our requests, the customer has chosen not to provide the necessary information to proceed with either our standard RMA process or our Advanced RMA option.
  Our standard RMA process requires the defective item to be returned first before a replacement can be issued. This method typically takes about 2 weeks, with shipping being the primary factor affecting the duration.
  Alternatively, we offer an Advanced RMA option for customers with time constraints. This method requires a collateral deposit equivalent to the **** of the item. Upon receipt of the deposit, we promptly ship out the replacement, allowing the customer 15 business days to return the defective PSU to retain their deposit. The deposit is refunded once the defective item is inspected and inventoried.
  For the convenience of both the customer and the ********************, we have attached links to our webstore, providing comprehensive information about our warranty policy and processes, including the steps for both standard and Advanced RMA procedures.
  We remain committed to assisting the customer and encourage them to review the provided information. If the customer chooses to provide the required details, we will swiftly proceed with their warranty claim in accordance with our policies.
  Should you require further information or have any questions, please do not hesitate to contact us.
  
  CORSAIR WARRANTY POLICY
  **************************************************************************************************************
  
  RMA PROCESSES
  ********************************************************************************************************************************

  Customer response

  10/12/2023

   
  Complaint: 20716063
  
  I am rejecting this response because: I provided my receipt of purchase when this case was opened. The *** in question was $90, thats it. As far as I am concerned in working with companies like this for close to 20 years now and the lack of communication prior to opening this BBB case as I expressed in my previous reply I am simply better off buying a new one, I cannot risk the fail of further components from a *** failure which I know after they receive my defective one will simply state that it was not an issue. Out of all the companies that I work with being in the I.T. field at a major 5-star resort this has been the most difficult & frustrating. The BBB may close this case and I thank the BBB for trying to facilitate between I and the company - Corsair Gaming.
  
  Sincerely,
  
  *******************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩