Caseking Reviews 2,836

Reply from Caseking

Updated May 10, 2022

Dear Daniel Kenny,

You have received your refund shortly after you've written this review and you didn't contact me before writing it. On last Friday alone you wrote us 4 messages in a row which is why your customer account was then automatically flagged as spam and placed at the end of the queue. Please give us some time to respond to your enquiry or contact me directly.

We are obviously thoroughly testing each system we've build before shipping it out and your system worked fine even after you've received it. Your first RMA was then conducted because of a malfunctioning PSU which just happens in accordance with the usual RMA quota of these components. We cannot magically predict which parts will break within their warranty period let alone avoid that from occurring at all, since we're not manufacturing hardware components, and if it does happen, a return of a faulty system for repair is the only solution.

Unfortunately, our system integration department was affected by numerous Corona cases during that time so that we simply didn't have sufficient staff available for a quite a few weeks and where thus unable to replace the faulty PSU immediately. Previously, Caseking had been spared due to appropriate safety precautions, but the current wave then hit us and is still affecting us right now. That being said, even during the best of times an almost full system disassembly to replace a power supply will that at least one week.

"Germany hits record Covid infection rate since start of pandemic"
https://www.theguardian.com/world/2022/mar/16/germany-hits-record-covid-infection-rate-since-start-of-pandemic

Maybe you were simply not aware of the situation in Germany during that time. The second RMA process was then initiated because the CPU suddenly reached strangely high temperatures. The obvious reason is that sometimes the retention module of the CPU cooler gets loose during transport and tiny gaps between the coldplate and the CPU heatspreader already result in far too high temperatures. This is a common and unpreventable problem especially when it comes to rough long-distance transportation and we had to send your system from Berlin to Ireland via plane. This has absolutely nothing to do with any suspected lack of prior testing.

Since this will likely happen again after we fixed the system again merely by transporting it to Ireland once more, we agreed to give you a full refund. And once again the process of fully disassembling the entire system and then rebooking each component in order to issue a refund will take some time. After the internal refund has been created, it will take another 3 to 5 business days until our booking department transfers the amount back to the original payment method. I can only ask for more patience regarding these processes.

We are sorry that all of these processes take longer than what you are expecting and we're also sorry for any Covid-related delays. You can also contact me directly via "mike@caseking.de" or in these official support forums if there are any further questions:

http://www.hardwareluxx.de/community/f243/
http://extreme.pcgameshardware.de/caseking/172
http://www.computerbase.de/forum/forumdisplay.php?f=169

Kind Regards
Mike
Caseking.de Community Service

Reply from Caseking

Updated Mar 18, 2022

Dear Philippe

Update to the update:

I understand that the purpose of your negative review is to express your frustration and I tried to signal our willingness to resolve this issue. If you tried contacting us "about a year ago", Germany had probably just entered a second nationwide Corona lockdown and again we were swarmed by PC part orders and enquiries which is why we specifically put warnings about support answer and shipping delays on our shop page as well as the contact form. We also asked customers to refrain from calling our very busy phone hotline and instead use written means of communication like our contact form, official forums, e-mail or social media which is simply faster and sometimes even without any delay.

The reviews on Trustpilot from that time period can give you an accurate picture of how dire those months were for us and I can only implore you to muster some understanding if your order has been affected by all of it. This is also why a replacement delivery took a bit longer and of course it's still assumedly an international shipment. Those shipments especially to France were also influenced heavily by Brexit chaos in early 2021 and issues arising from Corona lockdowns. That being said, the people working in our or any warehouse (under increased safety measures and with a lot of overtime back then) are of course not watercooling experts and when it comes to hand-cut tubing parts mixups might happen. If we can verify that an incorrect part has indeed been delivered, which takes basically no effort to prove, then we are of course ready to ship a correct part.

original response:

Watercooling parts are not standardised and the problems you describe might be a result of you using mixed components from different manufacturers. All these companies have slight variations in their product sizes which they then round up/down in order to fit it into the problematic imperial units of measurement that are unfortunately common in this product category. We currently always indicate a metric unit of measurement in order to avoid these common mistakes.

But if we've sent you an incorrect item, why did you use it and why didn't you contact us now, before just giving us a negative review which will surely not contribute to a solution? This is why I've sent you an identification request via Trustpilot in order to be able verify your claim. You can also contact me directly via "mike@caseking.de" or in these official support forums with your customer account or order number:

http://www.hardwareluxx.de/community/f243/
http://extreme.pcgameshardware.de/caseking/172
http://www.computerbase.de/forum/forumdisplay.php?f=169

I do not know if you are referring to soft or hard tubing, but the only constant here is the outer diameter and for the inner diameter you always have to check the product description.

Kind Regards
Mike
Caseking.de Community Service

Reply from Caseking

Mar 18, 2022

Hello Conor Fitzsimons

Thanks a lot and if you ever need help or information, feel free to contact me via "mike@caseking.de".

Kind Regards
Mike
Caseking Community-Service

Reply from Caseking

Updated Mar 16, 2022

Hello "Marlon França"

Update to the update:

Thanks for reacting to the identification request. Since I know from experience that many customers from Ireland are reading these reviews I can only publicly apologise for the delayed handling of the parcel by An Post once more. This happens from time to time and to my knowledge the DHL tracking also stops working once An Post accepted the parcel. Afterwards it usually takes a few days until the delivery is made.

original response:

The name you indicated cannot be found in our customer database, which is why I must ask for your customer or order number. Can you please react to the Trustpilot identification request you received or contact me directly via "mike@caseking.de" or in these official support forums, so that we can have a look at your delivery?

http://www.hardwareluxx.de/community/f243/
http://extreme.pcgameshardware.de/caseking/172
http://www.computerbase.de/forum/forumdisplay.php?f=169

I assume your order has already been shipped, so what does the DHL tracking say? I also assume it's an international shipment and DHL often uses fulfilment partners in other countries which are oftentimes the cause for delays.

We certainly do not "promise" a delivery within 7 days (especially) for international destinations since delays or longer processing times for deliveries to the various countries handled by many different fulfilment partners do occur sometimes and cannot be prevented by us. We only mention on our website that customers should contact us if a tracking doesn't show any movement after 7 business days.

Kind Regards
Mike
Caseking Community Service

Reply from Caseking

Updated Nov 29, 2021

Hello Marwen

Update 2:

We are selling those chairs via Amazon too, but they *must* be shipped with GLS there as well, because they are simply too large and bulky for every other parcel service who just won't bother with items of that size. Huge packages like yours take up too much space that could otherwise be used for many smaller boxes and thus only generate revenue once for those shipping companies, which is why their margin is lower and most companies just don't accept them or would require extreme freight surcharges to even out the costs. So again, this has absolutely nothing to do with our logistics.

The GLS tracking of your order also explains why it took longer "The parcel is stored in the final parcel center. It could not be delivered due to traffic problems." more than once which is to be expected in Berlin during Xmas time. The tracking also shows that the package has been delivered today. We never advertise super fast shipping for good reason and there will never be a 24 hour super fast delivery for furniture. Due to the delay, we can offer you a refund of the shipping costs.

That being said, we are not Amazon and it makes little sense to compare us to one of the most valuable and largest companies on earth owned by the (recently) second richest person on the planet, while we are in a completely different situation as a German medium-sized company without extra income from a non-existent Caseking Prime and quite naturally cannot compete with the international megacorporation. We don't have our own logistics network and are dependent on companies like DHL, GLS or UPS. In addition, we pay taxes and social security contributions as normal in Germany.

Update:

Can you please react to the Trustpilot identification request you received a few days ago or contact me directly via "mike@caseking.de" or in these official support forums with your customer account or order number, so that we can have a look at your shipment?

http://www.hardwareluxx.de/community/f243/
http://extreme.pcgameshardware.de/caseking/172
http://www.computerbase.de/forum/forumdisplay.php?f=169

We assume it's simply taking a bit longer during the so called "Black Friday" offer weeks in the pre-Christmas time. Also, this is apparently an international shipment, which might also take a bit longer right now. If something went wrong, we cannot help you without knowing who you are.

Original Response:

We understand the general frustration with shipping service providers in case of negative experiences and we do of course offer shipping via DHL (which you also don't like) or UPS, but DHL only accepts parcels up to a certain size or weight and UPS charges extreme bulky goods surcharges that no customer would agree with either. For this reason, we can only send such large items by GLS, there is simply no other way.

Kind Regards
Mike
Caseking Community Service

Reply from Caseking

Nov 11, 2021

Dear Milan

The phone number is rarely forwarded to the parcel company since according to the principle of data economy mandated by the EU's General Data Protection Regulation forwarding that kind of very sensitive data requires explicit consent on the part of the customer - from you (which we simply don't have) along with a data processing contract between every company involved, which is often not the case between international carriers. Our only contractual partner is always a German shipping company who initially accepts the parcel for transport.

Also, phone numbers are not necessary (in Germany) for delivering packages therefore they are not regarded as data necessary to fulfil a delivery contract. It is absolutely uncommon to call the recipient when parcels are being delivered. We have many customers from southern European countries and are aware of that practice there, but unfortunately German shipping companies so far didn't factor in this characteristic into the contracts with their fulfilment partners.

Kind Regards
Mike
Caseking Community Service