I will start by highlighting the GOOD about frozencpu:
1. Extremely fast shipping
2. Broad selection of watercooling parts
3. Responsive phone service, which I prefer to email
4. Polite phone service when you are BUYING something
Now, I will highlight my reasons for giving FrozenCPU 1-stars:
1. Expensive shipping - greater than the benefit of fast shipping justifies in my opinion
2. Overall I find their pricing to be high in comparison to their competitors on equivalent products
3. An unreasonable return policy that actually serves to irritate customers and reduce the profitability of FrozenCPU.
4. Phone service is rude and unfriendly if you are NOT calling to spend money
I spent a couple hundred bucks at Frozen CPU after reviewing their wide selection of water cooling pc products. I'm used to dealing with some of their competitors where the return policies are fair and reasonable...now you could say shame on me for not reading the fine print on returning water cooling parts, but in 2009 how many online companies actually refuse returns that are in new condition?
[I suggest everyone read this policy before clicking "buy" at Frozencpu].
When I called to place my order (spend $) the staff was EXTREMELY friendly and helpful with questions and suggestions. When I called to ask for an RMA on water cooling parts I dealt with the exact opposite. The owner, who I spoke too, hung up on me at least 3 times. He didn't like that I told him that his policies were unreasonable and I was unlikely to shop there again. Mind you, I only said that I was not likely to shop there if he didn't consider working with me on a return. I did not call him names or use any 4-letter words, but I can tell you "fair play" in phone negotiation was not the game he wanted to play. He tried every trick in the book to upset me with yelling, hanging up on me (3 times), cursing, and arrogance.
He kept quoting the policy on NO RETURNS for water cooling parts.
What I find particularly perplexing about this scenario is that FrozenCPU could have made money off of me four times...once for the product (priced at a premium), twice for the shipping (also at a premium), and three times for a restocking fee of the water cooling parts I did not want to use, and fourth (or more) on future orders...instead the owner alienated a customer.
As a comparative, I bought well over $4,000 in components to build this particular machine. I shopped with at least 3 other competitors whom all sell the same type of water cooling products as FrozenCPU and I can tell you they all accepted returns for un-used products without ANY hassle.
This review was modified by its author, Timberman, on
9/30/09 6:40 PM.
