3/5
posted May-20-2008
This is basically a mixed review of Koolance. In all fairness, I have bought their products before including EXOS systems, and they have worked very well. So, even though it was quite expensive I decided to order their newest version of the EXOS-2, the EXOS-2 1050, mine was silver. To start off the unit was probably missing parts. No manual (fortuntly I have installed other EXOS 2 units but even so this amazed me) no tubing at ALL (I was replacing a less powerful unit by another company so could recycle mine at least) and no extra fittings, they usually include 3 or 4 splitters. And no coolant, I did order extra just in case but that was all that was in the box, previous orders had a bottle of coolant, along with if I ordered any extra, the extra. Just the bare minimum to install the unit if one already had coolant and tubing. Well, this should have been a red flag, but I decided to go ahead and install it anyway. Big mistake, the pump in the unit doesn't work either..and yes I know how to properly fill a water cooling unit, be it a DYI kit or an external system like this. So..I am now trying to RMA it back to them with the hopes I can get a refund, given the state of this purchase I'm now leery of accepting a new unit.
Edit: Koolance did reply back with RMA information on Wednesday the 21st, so only a day passed between my RMA request an their e-mail. BUT, they only offer replacement or repairing the item. Not a refund. I will put into the box that a) Many of the components that probably should be in it are missing, and b) That I want a refund, not the unit repaired or replaced. I guess all I can do is hope they read this and comply. Again, as this continues I'll revise both my ratings and post.
Continue edit: Koolance did send a brief note that was also put into my RMA request page that if the unit isn't scratched or dented, they will consider a refund. So there is that. I'll wait on my final edit until they say the unit is returned, and see if they do honor such.
Continue edit: Well, I shipped it back, UPS shows they received the unit May 23rd. As of May 28th, no reply back, and no update on the RMA status. I just wrote Koolance a letter, with hopes they do reply, all I can do right now. I hope they didn't lose it despite the unit making it to their offices.
Final edit: Sorry this is so long. Well, Koolance did after a couple of days say they would refund the money. They have yet to close the RMA ticket, it's currently June 1st. But to their credit, I just checked my credit card online and they have given me credit for the cost of the unit, that shows it happening May 31st. So they did honor my request for a refund after all. I guess I am out shipping back and forth, but I expected that. So, they didn't tell me they did the refund but at least they have done it. (In all fairness May 31st is a Saturday, June 1st this year a Sunday so it could be June 2nd they will send a letter and close the RMA ticket, if they do I'll change this final edit to reflect that). So...they do honor their RMA's, although communication is at times not bad, at times somewhat lacking, and they did need to be reminded after receiving the unit to honor it, albeit just once.
This review was modified by
Arvig on June 01 2008 06:11:59 PM
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![Share](javascript:share_rating({"review_body":"Their customer service is...interesting. I\u0027ll be kind and say interesting. For starters, I am hard of hearing so thus have difficulty at best understanding phone conversations. Their method of cancelling or modifying an order ONLY involves using their 1-800 number according to their website. I didn\u0027t WANT to cancel my order, but I did ask via an e-mail that since the product was backordered, if I did wish to, how can I do so without being able to call. Their first reply? They tell me it\u0027s possible to modify or cancel an order. Erm..didn\u0027t answer my question at all, but okay. So I ask again. They decide to cancel the order. In all fairness, my second letter stated that I didn\u0027t wish to cancel..but I also made sure my e-mail included copies of all previous letters to them and their reply to the first. So..I guess good that if one e-mails they can cancel it afterall despite their website saying that one can\u0027t cancel via e-mail. But...very bad for understanding WHAT a customer is trying to say to them. My English is far from perfect, but I THINK I it\u0027s easy to understand. Tigerdirect, if you are reading this, PLEASE DO KEEP MY ORDER CANCELLED. I think it\u0027s best now that it is cancelled. <br><br>Addendum: I sent one more letter to them, explaining that although I didn\u0027t want the order cancelled, that I am glad that even though they didn\u0027t tell me this directly and just jumped the gun, that one can cancel via e-mail at least under some special circumstance like my case of my hearing handicap, and that to please KEEP the order cancelled, in hindsight such is best. Their reply: That they regret that once an order is cancelled I can\u0027t reinstate it, but I could reorder. I can see that getting a reply that is directly related to ones question, at least via e-mail is impossible. I\u0027m starting to wonder if their customer service, at least on the weekend (which is when all of my letters were sent) is outsourced to a nation where English is a second language and not their native tongue. Anyway, although I don\u0027t think this company is dishonest, their customer service at least is inept, they do charge credit cards BEFORE informing a customer that an item is backordered if such is the case as an aside, and I do feel like I dodged a minor bullet by having them jump the gun and cancel. Now let\u0027s hope they refund my ALREADY charged credit card quickly. If not, that will be a new headache with this company. I also lowered some of the star ratings in hindsight. I know it is unlikely at best that I\u0027d order from this company again, even if they do get the video cards I wanted in stock first before another reseller does. Their CS agents are..at best inept.<br><br>Second addendum: Their reply in my opinion only proves everything I have been saying. As you can see, I sent them an e-mail asking how someone whom is deaf and can\u0027t use their 1-800 number CAN cancel. The reply here, they claim that one can only do so via their 1-800 number (which I had ALREADY read, thus my question initially) THEN point out that it was cancelled (which I never did call, so their agent cancelled it on his or her OWN via e-mail...when I was only ASKING how to do it if I can\u0027t call due to my hearing...), which I also explain via e-mail. This is the sort of thing I\u0027d get in reply to them as you can see, replies that are only somewhat related and don\u0027t truly make sense. So thank you Tiger Direct for replying, and proving my point\/review. Or in short, they never quite understood me fully when I\u0027d write them, and continue such here.<br><br>Final addendum: To be fair, they never did charge the credit card, even though they took the order and then sent an e-mail saying it was back ordered a few hours later. But all the other issues as outlined above still exist. Maybe I\u0027m too \u0022wordy\u0022 or maybe I\u0027m not as easy to understand as I think, but they never even seemed to fully comprehend any letter I sent them.<br><br>","link":"http:\/\/www.resellerratings.com\/store\/Tiger_Direct\/review\/1377227#comment1377227","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Tiger_Direct.jpg","store_name":"TigerDirect \/ Systemax","username":"Arvig","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I placed the order late Monday night, and shipped early Tuesday, the tracking number as of Tuesday afternoon is already active in UPS\u0027s system. Shipping cost is fairly reasonable for 2nd day air (they also offered free ground shipping). I\u0027ll edit this when I get the packages on if all goes well Thursday afternoon or evening. As an aside, I placed the order via amazon.com, they apparently do some sales using amazon.com as an Internet \u0022storefront\u0022, as do many vendors\/resellers of course. Item arrived late Thursday evening, so was obviously within the UPS 2 day air timeframe. Was packaged fairly well. Anyway, I\u0027d do business with them again, I have no complaints at all.","link":"http:\/\/www.resellerratings.com\/store\/J_R_Computers\/review\/1388171#comment1388171","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/J_R_Computers.jpg","store_name":"J&R Music and Computer World","username":"Arvig","rating":"5"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"This is basically a mixed review of Koolance. In all fairness, I have bought their products before including EXOS systems, and they have worked very well. So, even though it was quite expensive I decided to order their newest version of the EXOS-2, the EXOS-2 1050, mine was silver. To start off the unit was probably missing parts. No manual (fortuntly I have installed other EXOS 2 units but even so this amazed me) no tubing at ALL (I was replacing a less powerful unit by another company so could recycle mine at least) and no extra fittings, they usually include 3 or 4 splitters. And no coolant, I did order extra just in case but that was all that was in the box, previous orders had a bottle of coolant, along with if I ordered any extra, the extra. Just the bare minimum to install the unit if one already had coolant and tubing. Well, this should have been a red flag, but I decided to go ahead and install it anyway. Big mistake, the pump in the unit doesn\u0027t work either..and yes I know how to properly fill a water cooling unit, be it a DYI kit or an external system like this. So..I am now trying to RMA it back to them with the hopes I can get a refund, given the state of this purchase I\u0027m now leery of accepting a new unit. <br><br>Edit: Koolance did reply back with RMA information on Wednesday the 21st, so only a day passed between my RMA request an their e-mail. BUT, they only offer replacement or repairing the item. Not a refund. I will put into the box that a) Many of the components that probably should be in it are missing, and b) That I want a refund, not the unit repaired or replaced. I guess all I can do is hope they read this and comply. Again, as this continues I\u0027ll revise both my ratings and post. <br><br>Continue edit: Koolance did send a brief note that was also put into my RMA request page that if the unit isn\u0027t scratched or dented, they will consider a refund. So there is that. I\u0027ll wait on my final edit until they say the unit is returned, and see if they do honor such. <br><br>Continue edit: Well, I shipped it back, UPS shows they received the unit May 23rd. As of May 28th, no reply back, and no update on the RMA status. I just wrote Koolance a letter, with hopes they do reply, all I can do right now. I hope they didn\u0027t lose it despite the unit making it to their offices. <br><br>Final edit: Sorry this is so long. Well, Koolance did after a couple of days say they would refund the money. They have yet to close the RMA ticket, it\u0027s currently June 1st. But to their credit, I just checked my credit card online and they have given me credit for the cost of the unit, that shows it happening May 31st. So they did honor my request for a refund after all. I guess I am out shipping back and forth, but I expected that. So, they didn\u0027t tell me they did the refund but at least they have done it. (In all fairness May 31st is a Saturday, June 1st this year a Sunday so it could be June 2nd they will send a letter and close the RMA ticket, if they do I\u0027ll change this final edit to reflect that). So...they do honor their RMA\u0027s, although communication is at times not bad, at times somewhat lacking, and they did need to be reminded after receiving the unit to honor it, albeit just once.","link":"http:\/\/www.resellerratings.com\/store\/Koolance_Inc\/review\/381716#comment381716","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Koolance_Inc.jpg","store_name":"Koolance Inc.","username":"Arvig","rating":"3"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"Ordered an ASUS Maximus Formula SE motherboard late Monday, after business hours. Order was shipped in a timely manner on the evening of the 9th. I received it in good condition Friday the 12th. Shipping was a bit more then I expected but within reason. Item was well packaged overall, would expect a slightly larger box but there were still enough styrofoam peanuts to pad it well. Each stage of the order was updated quickly on their site and in e-mail also. Price of the item was a tiny bit higher then other resellers, but I was trying to order this board so I\u0027d have it at the end of the week, and they did beat the other online resellers to market on this board by 2 or 3 days, so I\u0027m not truly complaining about it. Overall a good experience, and will check with them the next time I\u0027m wanting a computer component, and the other online resellers have yet to list it. As an aside, I also did use their \u0022back in stock\u0022 notification service on a couple motherboards I was considering, including this one. Within 24 hours of the item being in stock, it did e-mail me, so that service works well.","link":"http:\/\/www.resellerratings.com\/store\/Ajump\/review\/339615#comment339615","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Ajump.jpg","store_name":"Ajump.com","username":"Arvig","rating":"5"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"Very fast shipping on a (at the time of the order) hard to find item, ASUS A8N-SLI motherboard. Quite impressed overall. Price I\u0027d only rate about average, but in a way not faulting them since all the resellers had this item priced high due to it being so new, and their price was one of the lower ones for someone who truly had it in stock when I ordered.","link":"http:\/\/www.resellerratings.com\/store\/XtremeGear_buyxg\/review\/178235#comment178235","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/XtremeGear_buyxg.jpg","store_name":"XtremeGear.Com \/ buyxg.com","username":"Arvig","rating":"5"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"Might seem odd to write a review on a store I cancelled an order with, but I just wanted to say that Scott, the owner of Advanced Design of Kentucky was very understanding and even thanked me for placing the order, despite my cancelling it a day later due to finding the items in stock somewhere else. For what appears to be a small shop he does have a decent selection of product too, and his prices are fair. Anyway, an overall good experience with this store.","link":"http:\/\/www.resellerratings.com\/store\/Advanced_Design_of_Kentucky\/review\/178232#comment178232","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Advanced_Design_of_Kentucky.jpg","store_name":"Advanced Design of Kentucky","username":"Arvig","rating":"5"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"Ordered a Lian-Li PC-V1000 case in black from Hank and his shop, modded with one of his case windows and a blowhole. Wonderful job with the mods, the window looks stock (or better), blowhole looks factory or better to my eye also. Case itself was shipped perfectly. Hank is in Florida so hopefully he weathered out the hurricane onslaught this year (2004). Anyway, no complaints, this case I\u0027m sure will last me a while.","link":"http:\/\/www.resellerratings.com\/store\/Performance_PC_s\/review\/160328#comment160328","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Performance_PC_s.jpg","store_name":"Performance PC\u0027s","username":"Arvig","rating":"5"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"This order was for the new Socket 939 MSI K8N Neo2 Platinum motherboard. Anyway, if this is brief, it\u0027s only because I can\u0027t think of anything to say other then the order was very smooth. The item was backordered and delayed, but due to no fault on Monarch\u0027s part, they were stuck waiting for the boards to be shipped from overseas to their store, from what I can tell all the resellers were stuck with the same wait. They kept me updated in e-mails as to the status of my pre-order on the motherboard, and shipped from what I can tell before the estimated ETA date they had posted on their website. Motherboard itself was well packaged and of course was exactly as ordered, and works perfectly. Monarch is on my short list of resellers to shop from when I do shop for components, either for my own personal system, or for builds for systems I sell on e-bay as a sideline.","link":"http:\/\/www.resellerratings.com\/store\/Monarch_Computer_Systems\/review\/158643#comment158643","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Monarch_Computer_Systems.jpg","store_name":"Monarch Computer Systems","username":"Arvig","rating":"5"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"","link":"http:\/\/www.resellerratings.com\/store\/ZipZoomFly\/review\/129216#comment129216","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/ZipZoomFly.jpg","store_name":"ZipZoomFly.com (Formerly Googlegear)","username":"Arvig","rating":"5"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"Was overall a good experience. Prices were decent, not the best but comparable for a hard to find Power Supply (EPower 520 Watt Cheetah). Shipping is a bit high, but perhaps I\u0027m used to the free shipping from places like Newegg, Zipzoomfly and Monarch Computers. Having said that, they shipped FAST, literally same day the order was placed, since despite the high shipping I paid for 2 day air, it literally got to me two days after order placed, no waiting a day or two to process. One warning, they did ship \u0022signature required\u0022, so I did end up waiting all day for the UPS truck to show up, and had company also, so although some may like that, some might not...they need to add an option to request that \u0022signature required\u0022 not be used, IMO. Finally, they did include an odd but cute \u0022freebie\u0022 trinket, some sort of brush\/PC cleaning kit item with the company logo on it, minor but nice touch. Overall a decent little store, and using UPS shipping, I like to use Fed-Ex or UPS so that helped.","link":"http:\/\/www.resellerratings.com\/store\/Jinco_Computers\/review\/144180#comment144180","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Jinco_Computers.jpg","store_name":"Jinco Computers","username":"Arvig","rating":"5"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"Order itself went well, they shipped quickly. IMO shipping was high, $9.39 for GROUND shipping, but they do carry a power supply that is hard to find, the EPower 450 watt Cheetah, and after reading some good reviews of it and the EPower 450 watt Jaguar, along with seeing very high amp ratings on all the rails, I decided to order. My major complaint, albeit not directly related to www.str8buy.com, is the shipping itself. They never contacted me or gave me a choice on if I wished the package to be \u0022signature required\u0022, based on the tracking invoice webpage, I\u0027m stuck with this. Second, they picked DHL, not Fed-EX or UPS. Two problems with that for me, a) Other then the airport, which is 40 miles from me, no local DHL office, so no-way for me to pick up the package at closing time if they do miss me and no-one else is home to sign (I live alone), b) The shipment is already late! I live in Idaho. Yet, the package started in City of Industry, California...and is now in Wilmington, Ohio. Yet was due today. I realize that shipping errors happen, but this is my first experience with DHL, and it looks like my last unless I accidently shop with another vendor who uses them. I haven\u0027t received the package (due to it being late...), but I won\u0027t update unless the item is damaged or they ship the wrong item. Otherwise, unless you see an update, assume I am pleased with the product and how they packed it.<br><br>Anyway, based on this, I now know that IF www.str8buy.com changes shipping vendors from DHL to Fed-ex or UPS, and if they lower their shipping costs (Newegg and ZipZoomFly has free shipping on most large items including PSU\u0027s for instance), I\u0027d consider them again. But other then a hard to find item, like in this one instance, I\u0027d only use them as an alternate choice at best, due to their choice of shipping.<br><br>","link":"http:\/\/www.resellerratings.com\/store\/STR8BUY\/review\/142851#comment142851","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/STR8BUY.jpg","store_name":"STR8BUY.COM","username":"Arvig","rating":"4"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"This is an update of my rating of Xoxide.com. They did initially poorly pack my shipment, causing damage to one of the products, some mocha sold as a gift item on their site (they mostly do deal with computer components), causing that to spill all over everything else I ordered, a Koolance EXOS unit and a Zalman waterblock. Although they did take a week to reply, they have now replied to my complaints and have offered to partially refund the shipping, and send a second bag of the mocha. They also indicate that they will take more care when packing the mocha in with other products of a delicate nature. I want to indicate that they have now corected any issue I had with them, and done so to my satisfaction.<br><br>","link":"http:\/\/www.resellerratings.com\/store\/Xoxide\/review\/101357#comment101357","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Xoxide.jpg","store_name":"Xoxide.com","username":"Arvig","rating":"5"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"This is an addenum to my last post, again with some good, some bad. Again, I\u0027ll start with the bad. Soon after I had posted my comment with resellerratings.com, I checked with my bank and found that they had charged my account despite the item being out of stock. This upset me, and I thus sent off a curt and angry letter to Hardcore Cooling. Now the good. To their good, they did reply quickly, explained the same situation they did here (which I do believe) and have now reversed the charges on my credit card. I\u0027m still not impressed with the item not being in stock after the fact (I do wonder if things could have been checked more carefully on their end with Thermaltake for instance) but I do think they didn\u0027t try to defraud me, and do regret the situation.","link":"http:\/\/www.resellerratings.com\/store\/Hardcore_Cooling\/review\/98772#comment98772","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Hardcore_Cooling.jpg","store_name":"Hardcore Cooling","username":"Arvig","rating":"4"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"Shipment was on time and everything was handled in a professional manner, with many updates. I\u0027m keeping them in my list of bookmarked resellers on my browser.","link":"http:\/\/www.resellerratings.com\/store\/Wiredzone\/review\/98611#comment98611","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Wiredzone.jpg","store_name":"Wiredzone.com","username":"Arvig","rating":"5"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I wish to state that Rob at RB Computing AKA ShopRBC.com was always very professional and answered all of my questions. Placing the order was easy and simple. I did cancel the order, but due to no fault of Rob\u0027s or RB Computing\/ShopRBC.com. Rob was quick to deal with this also. I will keep them bookmarked as a future reseller to shop from and get quotes from.","link":"http:\/\/www.resellerratings.com\/store\/shopRBC\/review\/97891#comment97891","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/shopRBC.jpg","store_name":"shopRBC.com (RB Computing Inc.)","username":"Arvig","rating":"5"}, "single");){kind=link}
“We sincerely do apologize for the inconvenience in the matter, however please be advised as per our contact us link on our help page, all orders must be modified via phone call, we cannot modify an order based on an emailed request.
http://www.tigerdirect.com/sectors/help/contactus.asp
"To cancel or modify an order, please call our customer service department at 800-800-8300. We can not process this type of request via email."
As the order in reference has been cancelled please be advised that no charge has been processed, all pending authorizations will be removed by your financial institution. Once again we do apologize for the inconvenience in the matter”