Computer Hardware & Software
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"4/27/12Ordered an AC fan and power cord. The fan is listed on their page as having a noise level of 33dba. I received the fan and it is ridiculously loud - 33dba should be whisper quiet and instead it is screaming loud. I measured it at between 53-71dba depending on distance from the side of the fan. The db scale is logarithmic so this is not just twice as loud it is many, many times louder.I asked them to correct their error by sending me a power cord with an inline power control which would enable me to limit power and thus bring noise into the range which they specify on their specifications page.They did not respond after 6 days. I sent a polite followup and now it has been another two days.I do not recommend dealing with Coolerguys, they are happy to take your money but will not even respond to you if you have a problem.---5/14/12 update: In response to my BBB complaint they responded (on 5/4/12) and fixed the problem. Days later they found this review and looked for the messages I sent but could not find them. I kept detailed notes of when I submitted my messages via their web form. They tell me it is possible a web site update in April prevented submissions from being delivered properly.Their follow through has convinced me to give them another try. I have updated my review from 1/5 to 4/5 stars because let's face it, anything less than 5 stars is enough to drag ratings down, and I have to ding them at least a little for all the initial problems."
"I ordered a Spire Thermax Eclipse II CPU Cooler from coolerguys on Sunday May 1st. Received it (took a while but it got here) on Monday May 9th. The box was badly beaten up but the cpu cooler seemed fine. The sticker that covers the contact to keep it clean was floating around inside the box and when I opened it up I found that there was no back plate. I called up coolerguys and explained the situation. They then immediately (and I mean immediately) went out and shipped the backplate via Priority Mail. Hopefully it wont take too long to get here (I wish they would've sent me a tracking number). Coolerguys - All categories have a total of 10 possible pointsProduct condition upon receiving - 4Product fullness (all parts / working order) - 6Customer service response time - 10Total score - 20 out of a possible 30.Review : Everyone makes mistakes, I doubt my back plate is going to have half of it missing, however the first time (this time) I've ordered from coolerguys may leave a lasting impression I doubt they make many mistakes often. Would I recommend coolerguys? Yes, their customer service is amazing, however if you live on the east coast I might recommend someone closer unless you can stand the wait of UPS ground."
"In all fairness the coolerguys did correct the issue and credit me with the cost of the part – I did not ask them to do so. This Co sells excellent products that can not be argued it is just fact but I would add their on-line RMA needs work. "
"After some initial trepidation when my original order was in UPS limbo, CoolerGuys immediately sent me another CPU cooler at their expense. UPS then found the original and I received both the same day (& I refused/returned) one.GREAT customer service.Oh yeah, cooler works, was packed well, and timely shipping (ooUPS aside!)."
"I ordered a set of LGA1366/1156 mounting clips for a Scythe Shuriken cooler I already had. For something so small and light, their UPS shipping prices were somewhat high but at least USPS 1st class was reasonable. The order was shipped quickly and I received the item on the 14th, which is pretty impressive."
"Placed an order with Coolerguys for a cabinet cooling kit with two fans and thermostats with expedited shipping early on a Wednesday morning. Shipped out Wednesday afternoon. Received on Friday afternoon.The kit was exactly as described. It was the most affordable package available from anywhere I looked. The only minor issue is the connections/plugs seem very fragile. Great care was taken not to damage them as they were assembled. The male pins and female counterparts did not align perfectly. They took some slight manipulation to allow the plugs to connect.After everything was installed, works great. Only runs when the temp raises high enough to warrant extra circulation of air.Thanks for a pleasant experience of quick shipping and turnaround time."
"Quick email response on out-of-stock item. Very quick ship in good package. Product looks to be top quality and works fine. Thanks."
"ordered from them a few times. first time, there were some missing items that were backordered. they asked if i wanted a refund or wait until it came in, so i said i can just wait for it. when it came in, then had no problem sending it right away. second time i ordered was for some watercooling parts. some of the things were twice as cheap as other places! good store to order from"
"Ordered 2 SATA cables on 1/7/2010. Contacted Coolerguys on 1/11/2010 and was told the items had been shipped. Contacted on 1/18/2010 via email and phone and was told the items were on backorder but should be in later this week. Called Coolerguys and they apologized for the misinformation. They did offer to ship out of their CA warehouse but could not ship USPS....hmmm...order has a PHYSICAL address not a PO Box. This should have been offered and completed last week.I finally cancelled the order. Sorry but this company did not do me right."
"Excellent company with good prices and superfast shipping. I was amazed how fast they shippped it out the same day as the order and the product arrived in perfect condition. I bought a arctic cooler for an evga gtx280 because the fan had died. In the mean time evga deceided to warranty the card so I was stuck with a cooler I did not need. I never opened the box and these guys accepted the return for a full refund without any penalty charges. This is a stand up quality business and you can be sure I will shop there again becaue I purchase many computer parts. I give them four stars for shipping, price and customer service. Their email response to my questions was fast,polite and to the point. I highly recommend coolerguys."
"When a person is unhappy with customer service, they are motivated to voice their discontent. I think when you are happy you should give cudos as well. This was my first order ever from Cooler Guys. Their web site was easy, ordering was hassle free, and shipping was fast. There was a glitch in that one part of my order got shipped seperately and I did not get a tracking number on that, but Glen and Josh from Cooler Guys responded quickly to my email and voice message. My part has not come in yet but it will be here soon and I'm very happy with the response time with this company. Things happen in transit and sometimes parts don't work. What is really important is how responsive a company is when you need help and Cooler Guys has earned future business from me. I recommend them without reservation."
"Prompt service, packed well, no errors, good price. Only caveat is that coolerguys also runs pctoys, except that the prices at pctoys are higher. No issues with the prices at coolerguys (I suspect that they just do a better job at keeping their "main" site up-to-date).I would definitely use these guys again (in fact, I'm very likely to place an order for a high-end CPU heatsink next week)."
"Ordered a Lian Li card reader model CR-36 and ended up receiving a CR-35. I researched the card readers on Google, and they looked identical except for the different placement of the card slots. I then sent an e-mail to Coolerguys to find out what happened and Glen responded quickly letting me know the factory shipped them the wrong order without noticing. He explained the card reader is essentially identical and also the price was the same (my main concern). However, due to the mixup, he did issue a credit of $5, which I did not expect but greatly appreciated. I've ordered from Coolerguys a few times in the past, and this was the first time having a issue, but they quickly handled the situation. I would definitely buy from them again."
"The first order I ever placed with coolerguys, they had the parts I needed in stock at good prices and the order shipped the same day. Will definitely be adding them to my list of regular online vendors.Keep up the good work coolerguys! "
"I ordered a Lian-Li EX-33NB drive cage on Friday, March 6, at lunch time. Later that same day as I never received any shipping e-mail from Coolerguys (which I always receive when they ship a product), I decided to cancel my order as I didn't need the drive cage any more, I did this by replying to the original order confirmation e-mail I was sent.Monday morning of the next week (March 9) I received an e-mail from "Josh @ Coolerguys" stating the product has already shipped and there's nothing he can do. I replied stating that considering I requested to cancel the order before it shipped, I want to make arrangements to send back the drive cage without a restocking fee. To my surprise he replied:"You can RMA the part back to us using [RMA_NUMBER_REMOVED] however there will be a restocking fee."I'm being told I'll be charged a restocking fee for a product which they shipped despite the fact I asked for the order to be canceled! I replied back stating I want the restocking fee waived as I tried in good faith to cancel the order before I it shipped and was told it shipped - so far no reply from them. As of today I still don't have an e-mail stating the original order was shipped.On a different occasion, before ordering, I asked if a Scythe 140mm fan had hole spacings at 140mm, I was told the fan in question did. I placed an order, received the fan, found out it's a 140mm fan but hole spacings at 120mm. I requested an RMA to return it without restocking fee as I did ask before ordering and was given incorrect information. End result was I was charged a restocking fee.To all the people leaving great reviews about this vendor simply because they bought a product at what they consider a good price is what I consider a false rating. Good customer service is having the customer being satisfied with the vendor's handling to a problem, i.e. post-sales. Charging a restocking fee for what is essentially the vendor's fault is not good customer service.It shows unbelievable *arrogance* of Coolerguys.com to charge a restocking fee under the situations above. This 'restocking fee' should be illegal in cases where the vendor is the reason a customer is sending back the product."
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