1/5

posted Jul-01-2004

"Alright, this had to be the worst seller ever. Especially Mark, being the "CEO/President" of place acted like a immature jerk.
So this is how it goes...As you can see, the order date was made in April, pretty much 3 or 4 months ago. I ordered a Black X-SuperAlien Turbo Case w/500W Modded Power Supply with a Dual 6 Port Baybus, at that time the case was in "Stock", but after a few days I receieved the Baybus, was pretty pleased until I noticed the case never came. I e-mailed him immediately wondering if it comes seperately thinking another UPS will come by or something, Mark said, "Yes the case arrives seperately". Which I thought was weird because the UPS tracking showed only .90 lbs ( http://wwwapps.ups.com/tracking/tracking.cgi?tracknum=1Z1418AX0345085672 ) being the baybus only. So I waited about a week, emailed him again. No reply. Went to the site, the case now was "Out Of Stock". Thought to myself ok, they couldn't send it 'cause it was out of stock. But I still sent e-mails to Mark concerning about when the case will be on stock and whatnot, but no reply. A month or so pass by, and behold! I see the case on "stock", e-mailed Mark about it and no response whatsoever...soo fast forward a few months of weekly emails concerning about the case and asking for a refund but no response. I decided to send a dupe e-mail to him to see if he was in vacation(highly doubtful)or something, the email was about the vapochill case, and wow...He responded. I respond to him asking about the case (Black X-SuperAlien Turbo Case w/500W Modded Power Supply), asking him to give me a refund or to at least send the case, which obviously I never received.
Mark responds: We have no record of you missing cases or any other orders. Thank you and goodbye
What a lod of crap that was...I respond to him again, SHOWING him the UPS tracker that the baybus was the only thing receieved as stated at the beggining, says he'll "check". Waited...emailed him again, pulled the same crap about how he's "still checking", which I'm 100%sure he checked nothing. I let it go for the night, and proceeded the next day to email him about the case. Can't check now huh buddy? This was the icing of the cake, he tells me to call him, I asked him if the number was toll-free (the number under his e-mail signature) if not then I can't call, obviously I didn't want to pay if it was long distance...Oh! This is the kicker, the exact words from his response:"Look we are not going to help you if you are not going to call, simply because you are bing a prick No its not toll free"
Wow I'm a prick, because I, the customer, who paid 200$ for a case...that I never receieved...was concerned about it...asking for a refund...never got a response, till NOW, it made me wonder HOW the hell I was being a prick. Not only that, he's a liar, that 1-877 number was actually toll-free, wondered why he lied about that. Oh he don't want me to call? Bet your ass I called. So I started ranting about his service and whatever, about how I never receieved the case, and about the lack of response. Was I pissed? You damn right I was. Not only, he FINALLY says "I'll be sending the case today" after this, you'll know why he's a immature jerk, I tell him that it better come this time, mainly cause it's been 3-4 MONTHS ALREADY. He proceeded to use severeal EXPLETIVES which I can't put up here but your guess at what words he used would be right ;) I immediately hanged, of course retaliating a few.
As to how the hell he was "CEO/President" I may never know or care. I know for sure that I'll never get the case, even though he said he'll send it then followed by swearing at me, that's not pretty assuring. I hope that whoever reads this is aware that it could happen to you, sure the majority gets their things, but I hope that no one goes through what I did.

Thanks, you lost a customer and several referrals.

-W"

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1/5

posted Apr-03-2005

"I ordered a fan for my video card. I asked if they had the new model of the fan and was told that they sell lots of them and it should be the new version. When I got it I found out it was not what I ordered, it was the old version. I didn't even have to open up the plastic packaging since it was clear and I could see that they sent me the wrong part. When I called and asked why they had not visually checked the item to see if it was what was actually ordered before sending it out. I was told they have too many items (over 3000) for the salespeople to be familiar with them all and for the shipping people to be able to be visually know if they are shipping the wrong item. I also ordered a tube of thermal paste. I was told that since they were at total fault I could keep the paste to cover my cost to return ship the fan and they would reimburse all my charges. After all I did not receive what I was told I would receive and I am returning the item unopened. The final result is that now the owner says I should pay for the charges they incurred to ship me the wrong merchandise, the merchandise I specifically said I couldn't use at the time I placed the order. It doesn't matter that I was told on two different occasions that I would not have to pay anything for their mistake. Apparently the owner feels customers should help pay his business's cost to repair their employee's errors."

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5/5

posted Mar-06-2006

"This was my first order at FrozenCPU. I ordered the Hiper Type-R 580w PSU. Considering that this product is hard to find, I was pleasantly surprised to see that the price of the PSU either met or beat competitors’ prices. As a comparison against a well-known company, I chose Newegg and ordered from them as well. Below are the results. NewEgg was chosen for comparison purposes ONLY and will not be critiqued.
-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-
Shipping Costs (same weight, same kind of product**, same price)

Lowest priced shipping methods were chosen for this comparison.

FrozenCPU - $8.59 FEDEX Ground (1-5 days)
Newegg - $6.99 3 Day Guaranteed UPS
Difference: +$1.60

**Newegg does not stock the Hiper PSU, so a PSU of similar size and weight was used in this review

Next up is shipping speed and delivery....
-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-
FrozenCPU

Policy - "~orders placed before 6PM EST on any given business day (Mon - Fri) and all items are in stock, your order ships that same day." *customized orders are not guaranteed to ship same day

Order Placed - 10:41am (Friday)
Order Packed - 11:50am Are You Kidding me?? WOW that's fast.
Order Shipped - 7:06pm Same Day as per policy
Item Arrived - 3 Business Days Later (not counting day of shipment)

Summary
Item was in stock as shown on website: Yes
Number of "In Stock" items was updated: Yes. (Before Notification of Shipment)
Problems with Order: Power Supply was missing cable - Geoff went the extra mile to make sure I got the cable direct from the company in the U.K. at no extra cost to me.
From placement of order to shipment: 8 Hours 25 minutes! Superb!
Customer Service: Excellent customer service! Did I get an email about my problem? NO... I got a phone call, a REAL person on the other end helping me to resolve the missing cable problem. Problem was dealt with quickly and swiftly.
-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-
NewEgg

Policy - "All orders require 1-2 business days of processing time prior to shipping."

Order Placed: 12:06 pm (Friday)
NO NOTICE of order being packed
Order Shipped: 7:27 pm
Item Arrived - 2 Business Days Later (not counting day of shipment)

Summary
Item was in stock as shown on website: Yes
Number of In Stock items was updated: N/A
Problems with Order: Notification of Shipment Came at 12:36am but Actually Shipped 5 Hours Earlier...
From placement of order to shipment: 7 Hours 21 Minutes
Customer Service: Not Review (no problems with order)
-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-

Conclusion

I am impressed with FrozenCPUs dedication to include the customer in the order/packing/shipping process with an email for every step taken. I am further impressed with the customer relations they have. My missing cable problem was quickly dealt with by the curteous Geoff Schopp

They live up to their "Ships Same Day" policy perfectly
Notification of shipment was Prompt
Number of In Stock items was updated quickly
The item I chose was the item delivered and was not DOA
The item was delivered by the method chosen during checkout and on time

To wrap this up, if you are willing to spend a little more on shipping for Fed-EX's superior service over UPS, you can expect to get the same service (and BETTER in some ways) that you expect from companies twice this size. I would buy from FrozenCPU again and I would recommend them to others.

Note Worthy: Time of email saying package had shipped 7:06pm, time FedEx said they had picked it up 7:06pm! Can't get anymore accurate than that.
"

This review was modified by lowtech on March 06 2006 11:15:37 AM

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1/5

posted Sep-30-2009

"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 Timberman on September 30 2009 04:40:37 PM

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1/5

posted May-23-2004

"I ordered a Vapochill XE and received the kit in a good amount of time, but the kit was not complete. The clamshell and bracket to hold the condenser to the CPU was not in the kit, and after approximately 3 calls, a few screws and the bracket that they thought I needed were sent. I got them, and they were not the right piece. I called back again and told them that I still did not have the right parts, so they sent me a socket A kit. Again, the right parts were still not in this shipment. I called back again, probably the 6th time I called, and John told me that they were getting the right parts from Asetek and I would be shipped the parts by the end of the week. That was the first week of April. Still I have no parts. Personally, only the allure of the Vapochill has kept me from sending them back my $859 paperweight of the last 3 months and change. Very dissatisfied, I sure hope that no other customers stand for this kind of treatment. "

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1/5

posted Jan-28-2004

"xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxfantastic company,i love new york."

This review was modified by cpubuilder on January 29 2004 01:27:42 PM

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1/5

posted Sep-24-2004

"Inventory levels on the web page are misleading. I tried to purchase from them but I could not pick up the product the same day because it was not in stock. I left an email for Mark the owner stated that I was "dissapointed" in his service. I received a phone call from him as a follow up and he was arrogant, rude , disrespectful and would not let me explain what actually happened. I was completely wrong and my opinion was was worthless.He even invited me to the location so he could verbally abuse me in person. Conversation ended by him telling me to take my business elsewere. (I did). If doing business with a person who is threatening, verbally abusive, rude , arrogant, and could care lees about you the customer you have found heaven."

This review was modified by tran844 on October 04 2004 07:13:05 PM

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1/5

posted Mar-21-2004

"I ordered two glow-in-the-dark cables. Having ordered glow in the dark cables from this reseller before, I assumed they would be the same. Apparently, I was wrong.

The two cables sent to me were each different. One of them when exposed to UV Bulbs glows a neon green color, which was the same as the cables I had ordered previously. The second cable was made of a cheaper, dull material that barely reacted to UV, instead only glowing an off-white color. These cables also were missing the pull-tabs for the connectors, which eliminate having to yank on the conductors to detach the cabling. Overall, this was very shoddy construction.

Wanting consistency in my case's presentation, I spoke with one of the reseller's managers and described the problem to him. He said to send the cables back, with the receipt and a detailed description of the problems with them.

I do not know how much more detailed I could have been. I specifically asked for the cables with the neon green glow material (note that one of the cables sent back HAD said material), not the off-white glowing ones. I also pointed out the lack of pull-tabs. Low and behold, a week later I was sent the cables, with the pull-tabs. However, they BOTH had the horrible, dull white glowing cables that I told them NOT to send me.

At this point, I was quite livid. I sent an e-mail to the above manager, again explaining in detail the problem with these cables, and even sending him a picture of the two cables, side by side in comparison. I never received a reply or phone call and now have sitting next to me two cables that are worthless to me.

I had shopped with this company before and was impressed by the service I had received. This transaction was like a 180-degree turn. I do not know what is worse; a reseller that sells inconsistent product or one that does not listen to what customers want.

I will not be shopping with these folks again.
"

This review was modified by thezeeness on March 21 2004 06:28:34 PM

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1/5

posted Aug-01-2003

"In short, I sent my Koolance computer case in for replacement (as per their instructions) and was informed once they recieved it that I needed to send it to the manufacturer, and not them. I asked them to send it to the manufacturer for me and they agreed and then disposed of my case. A rundown of the events in an email I sent to them:

June 23rd: Spoke to you on the phone about my case, was instructed to send it in for replacement.

June 30th: You recieve my case at 10:30AM, signed for by J. Flowers.

July 2nd: Your first attempt to contact me (by phone) to inform me that there has been a mistake.

July 3rd: I recieve an email From John Lukash informing me of the mistake. (Mistake being
that whomever instructed me to send in case was in error, you do not do the replacements for this specific case)

July 7th: I reply (after conferring with the folks at Koolance) and ask if instead of
shipping it back to me, you would ship it to them.

July 8th: John replies and says he will ship to Koolance and attaches an electronic copy of
invoice Koolance requested in order to have the case shipped to them.

July 9th: I send John the shipping instructions I recieved from Koolance.

July 10th: John replies with "Do you want me to return the case to you?"

July 11th: I reply to John with the shipping instructions I recieved from Koolance (again)
and tell him to send the case there instead of to me.

July 29th: (After Koolance contacts me and says they haven't recieved the case) I write an
email to John to find out if he has the tracking number.

July 30th: John replies with the question "Should I send it to you or Koolance?"

July 30th: I reply to John with the shipping instructions I recieved from Koolance (yet
again) and tell him to send me a tracking number this time.

Aug 1st: Here is the last email I recieved from Mark in their customer support: "Due to the fact that your case has been sitting here for over a month with no word for you it was disposed of. We do not have this item any longer in our warehouse. Thus we tried notifying you for 3 weeks to which we never heard from you."

First off I'd like to say that I have very well documented our correspondance and in fact
you have heard from me (and have not tried to contact me. Secondly I'd like to point out that the reason you recieved my case is because your customer service instructed me to
send it to you, and not Koolance. This is a mistake on your part, not mine. Third, I don't
see how you can claim that I'm responsible for my case sitting around your warehouse for
long periods of time when I've been actively trying to get you to ship it to Koolance the
entire time it's been in your possession.

"

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1/5

posted May-09-2005

"this site has bogus info on there website!, they say your buying tygon 1/8 by 1/2 but its not tygon its some cheap home depot garbage not 1/4" thick only 1/8". I purchased plastic reusable hose clamps [16] at a dollar a piece for 1/2 od tubing but it doesnt fit barely fits the cheap 1/8"wall cheap stuff not my good tygon. also 2 fittings that are junk because they say its for 1/2" od its not! on top of that the danger den rbx lucite top was cracked still in the box.

they want me to pay for shipping and only get store credit back. now i have to wait another 2 weeks to finish my build, if the correct info was on there website it would have saved me time and money, i notified them of there mistake but there website still contains the bogus info.

BEWARE OF FROZENCPU "

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