The order was simple: Two mounting adapters for Koolance waterblocks.
Initially, the order was shipped next day and received after two business days. Unfortunately, both adapters were missing tension springs.
A word of explanation - mounting a waterblock without tensions springs means a very high likelyhood that the CPU will be crushed. That's a bad thing.
After reading the other reviews here, I decided to not even attempt Email contact with this reseller. So, I called them the next day. Their shipping department contact Herman confirmed that none of the adapters in stock had mounting springs. He offered me either a full refund, or asked me to wait about two weeks for the springs to be shipped from Koolance. I chose the latter.
I called back three weeks later to follow up, and was asked to call back later that week. Finally, one month after the original problem was reported, without receiving any responses by the reseller, I called again.
This time I was told that I would receive a call back the next day. I asked Rich at Xoxide if he could check with the warehouse, to verify that the tension springs were included, just in case, but didn't receive an answer whether or not he would do that.
Since Xoxide didn't send an Email or call back, I did the next day: I was told by Rich that a replacement order was sent the previous day, and that I should have received a confirmation Email - which I didn't. Rich went on to say that he was having problems with the automatic Email confirmation system and would have another Email sent.
One day later, I did receive a confirmation Email - that an order shipped that same day. That meant what Rich said wasn't true.
I received the package within two business days, as expected, but there were two problems. Only one adapter was shipped, and it was also missing the tension springs, so I called back again.
Rich in shipping provided two RMA #s to send the incomplete adapter sets back. Rich also gave a different address to send the items back to than was was in the Emailed RMA confirmations. Since Xoxide is near where I live (NJ -> PA), I decided to drop off the package in person at the address that was given over the phone. It turns out that Xoxide planned on moving into that space, but did not yet have a physical presence there. If the package had been shipped to the new address, it would have never been received. Thanks to the technical miracle that is GPS navigation, I wound up hand-delivering the incomplete brackets to the reseller's Malvern Pennsylvania address. This was on November 30th, 2007.
But, only after three calls and a threat to dispute the charges with my credit card company was my credit card refunded - on January 3rd, 2008! Because of the lack of communication, verbal address being wrong, taking over a month to refund my credit card, and the inability to resolve the problem, I would not purchase again from this reseller. Like others here, I had purchased items from Xoxide in the past, and they were fine. I feel that something changed in the company in the last eight months for the worse, and it does not appear to be getting better.
This review was modified by its author, paltiel, on
1/8/08 9:32 PM.
