Back story: I bought a K95 and loved it, but four months in the LEDs started dying so four weeks ago I sent in an RMA request. Three weeks ago I was accepted and sent in my keyboard and not at a small cost to myself. It has now been three weeks with not a word form Corsair without me having to prompt them.
I became a little worried after a week with no contact so i asked them if they had received my keyboard, they had but never informed me of the fact. and further told me that they have no stock and no ETA for more but no sort of alternative just that they will get back to me when they get stock in. This seems a little rude to me and not exactly great customer care/contact.
So I am writing a letter to the support ticket asking for an update and expressing my concern and displeasure with the handling of the matter. I was wondering what you guys think? I am in the right here?
Letter:
Dear Corsair Support,
I do not wish to sound rude or forward, but I have been without a quality keyboard for four weeks now and you have had my keyboard for RMA for three weeks this Tuesday (tomorrow as of writing).
I thank you for your help but I feel this is not in line with a product which cost as much as it has and performed much less then expected. I do not wish to wait potentially two more weeks without a keyboard to do my work on in a comfortable fashion.
For an investment of over €150 in total at this stage this is poorly lacking in quality assurance and in my opinion reflects badly on your company.
I understand products go out of stock, that is not an issue but I would expect that when a user sends in one of your products for RMA there would be a effort made to rectify the situation as soon as possible. Regardless of the reality this seems not to have happened.
I understand that Corsair Gaming are busy launching a new competing product, to this end are the old K95's going out of production? If so I would like to know so I can get a repair, replacement of equal or greater value and functionality, or refund. This is inline with your warranty information.
I am only one customer out of many, so this begs the question, are all people who RMA a product with you waiting upwards of a month for the situation to be rectified? Needless to say I am not happy and I can no longer recommend Corsair products to anyone who asks.
I am very disappointed that my experience with your company has warranted this response, this should never happen.
Yours Regrettably
[insert name here]
I have finished this fully now and will be sending this today but feedback would be appreciated before I do. Does this seem fair? And not just a rant from a pissed off customer?
EDIT: The update was finishing and updating the letter, fixing spelling and grammar.