have anyone bought from cooler guys?

[Tunguyen]

hey have anyone out there bought any items from cooler guys?

cuz i bought an item and it hasnt been sent to me yet...
they said that the shipping date was 22nd of july but its 29th now and i still havent gotten the item....

any help? ive tryied to contact them but they have not sent a single email since....

any help?

[tireman]

I have bought from them in the past and have not had any problems.

[DilLy]

I usually email every place that I order from before actually ordering anything for two reasons: 1) to get thier opinion and more info on a product and 2) to see if they care enough about my business to respond.

Cooler guys never responded to my initial email so I never did business with them. TheCardCooler.com never responded either (however thier products looked cheap anyway).

Since you already ordered I suggest you either bombard them with emails or stop the payment on your credit card. But you never know, some unknown factor could have delayed the delivery (then you should get a rebate on the shipping charge) and it could arrive any time now. I ordered some fans from Nexfan.com around the 4th of July and that delayed the shipping by a couple of days.

[Cricket]

Hi Tunguyen,

I've never ordered from Cooler Guys so don't know what they are like.

I get almost all my cooling products from 2CoolTek.com (http://www.2cooltek.com/) and have never had a problem. It's sort of a one-man operation (along with friends and family lending a hand) out of Florida. He's pretty good at getting his orders out quickly. I've been buying from this guy for the last 4 years.

:) Cricket

[Blankman]

I've ordered from them and they'll have my business forever. They were really informative, helpful, and the shipping and info was great!

[troysvihl]

Give them more time, especially before going so far as to reverse credit card charges.

Unless the shipping is FedEx or UPS, a week isn't really that unusual of a delay. (I'm assuming it's neither FedEx or UPS since you could just track it to see where it's at)

Some parts of the country are just awful when it comes to shipping with the USPS. I ordered a game and it took over 3 weeks to get to me, even though they claimed it would only take a four days. (and it wasn't media mail; plain old priority mail)

[KR0316]

Because of 9/11 the postal service isn't guaranteeing anykind of delivery date but next day air. The same goes for UPS. unless it is second day air or next day air they don't guarantee a delivery date. If it is UPS you can go online and track the package.

[LawyerRon]

I ordered a temp gauge from them about two years ago and had no problems.

[bailey]

I have ordered from them many times and never had any problems, except one time they delivered one day sooner than they said.

you can use the tracking number to see where your order is,
I do that on all my online orders.

[Tuf]

They have a good reputation. I usually use 3dcool but I wouldn't be afraid to order from these guys.

[CoolerGuys]

Tunguyen: Give me a call and we'll get to the bottom of this. Or post your order number and I'll call you with the data on my end.

425-398-2700 x 103

-Bill

[DilLy]

Well, after that post, I might return to CoolerGuys. :)

[glc]

Welcome to PC Mech, CoolerGuys!

It's always good seeing a business try to provide quality customer service.

Now for the bad news - I can totally understand Tunguyen's frustrations. Your "contact us" section on your website stresses that the telephone number you just posted is for sales ONLY and ALL customer service will be handled by e-mail. I'm going to be blunt - I will not do business with any company that will not talk to their customers on the phone (on the CUSTOMER's nickel to boot) unless it's merely to SELL them something.

I would advise you to rethink your customer service policies in regards to this.

--------------------------------

Edit:

I apologize if I came across harsh - I've never tried calling that number, I don't know whether it's a voice menu from hell or whether a person actually answers the phone - and if so, how helpful that person may be. I'm just going by what I read on the web site and that is not satisfactory. Thinking about it, I'm actually more concerned about the fact that you folks aren't responding to your e-mails, this is a BAD sign.

Not trying to blast you - but these days everyone is pretty competitive on price and I don't think I'm the only one out there who bases their vendor decisions on customer service rather than simply the bottom line. I won't buy from someone that doesn't have telephone customer service - not that I prefer to use the phone (I do prefer e-mail) but there will be times when I NEED to talk to someone, my vendors must have this option available.

The fact that you have come into our forums and offered to assist is very much appreciated for sure - I just think your company might want to take a look at your customer service procedures, there appers to possibly be a problem.

[CoolerGuys]

When that phone rings, myself or Dan answers it and were very helpfull :) . We talk to people every day about stuff. You seem like a bold individual, try calling that number (minus the extension) and listen to the menu system. Then make another comment about what we handle on the phone :). There are 2 of us that answer and time on the phone is... lets just say a waist of resources. We handle a large volume of email in a day (200+) and prefer to talk to our customers that way as it is more effective and ceartainly more cost effecient from a business point of view. Eatherway, Our customer service is second to none.

Anyway, still no contact from Tunguyen.....
And no way for me to figure out who he/she is till I get some data.

[DilLy]

Striving to have the best customer service is Num.1 on the list of things to do, to get business and stay ahead of the pack
After that the products will sell themselves (especially since most cooling sites sell identical products).

I am sure that CoolerGuys know this though. I would love to have a place that had solutions for ALL my cooling needs, did it with the best cuxtomer service, and had a beautiful, easy to navigate website, with TONS of info on the products.

I haven't found such a place yet :rolleyes: but i sometimes feel I am a picky person.

BTW, Coolerguys, that is i no way an offensive comment toward your business, but a general criticism of the business as a whole.
You did lose one business transaction by not responding to my email, but I will try you guys next time I need something, becasue you seem to care. I am not saying you purposely did not respond to my email either. (and no business is perfect i suppose)

[Blankman]

Well, I used them like I said, bought a case, heatsink, fan, some goo, and when I called I got a live human voice who was considerate and helpful.

I by no means work for or receive any compensation from these guys either.

But a new Lian Li would be nice :)

[DilLy]

lol.
Yeah i was probably just an unlucky one. The random individual.

like I said, no business is perfect, forever. I just went with what worked for me at the time. But trust me, I really wanted to buy from coolerguys and they were the second site i checked.

But I can't neglect the fact that there was no communication there in the first place. Its good to hear they are not like that to everyon though.

[HackinCowboy]

Does anyone else find it odd that a day after Tunguyen posted his message about CoolerGuys, a user named CoolerGuys registers?

[DrZaius]

Does anyone else find it odd that a day after Tunguyen posted his message about CoolerGuys, a user named CoolerGuys registers?
CoolerGuys actually works for Cooler Guys, he/she replied to help Tunguyen with his problem.

[CoolerGuys]

Originally posted by DilLy
Striving to have the best customer service is Num.1 on the list of things to do, to get business and stay ahead of the pack
After that the products will sell themselves (especially since most cooling sites sell identical products).

I am sure that CoolerGuys know this though. I would love to have a place that had solutions for ALL my cooling needs, did it with the best cuxtomer service, and had a beautiful, easy to navigate website, with TONS of info on the products.

I haven't found such a place yet :rolleyes: but i sometimes feel I am a picky person.

BTW, Coolerguys, that is i no way an offensive comment toward your business, but a general criticism of the business as a whole.
You did lose one business transaction by not responding to my email, but I will try you guys next time I need something, becasue you seem to care. I am not saying you purposely did not respond to my email either. (and no business is perfect i suppose)

No offense taken. ;) I to need items from time to time that we do not stock. And have encountered problems in customer service. Like you said, no one is perfect. Since I came onboard, my primary concern for the company was to take to a new lever of interaction with the end user, and I think there has been a vast improvement since being here. Atleast, I'd like to think so ;) I'm not going to go on a speel about why things happen and the reasons behind them. If I did there would be a post several pages long. I see it all here holding the reigns. But I can tell you if you would have called, or sent a second email, we wouldn't have let you slip through the cracks again. Anyway, sorry for your bad experiance, and hopefully you'll just call your new board-mate with an order in the future


Blankman:

Haha, don't we all!

DrZaius:

You shouldn't find that to odd. If you knew me, you'd know that I frequent about 15~20 board regularly. It just took this to get a post out of me ;)

I like many of you am a gamer, LAN party goer, and even LAN party host (I'm doing my 4th large event on the weekend of the 19th of Oct). I have hot rod machines, I overclock, and I get off on case modding. So the only difference between me and you is I work for CoolerGuys and you don't ;) I am also probably considered an old man by most of you at the ripe old age of 33 lol

So enough about me.. I'll check in from time to time in the hopes that this was a ligitimate post about an issue, and not just a random badmouth from a competitor like has happened in the past on otherboards. Then we can take care of it.

If he/she posts again, here's the email I can be reached at as well.

billm@coolerguys.com

ciao

[DilLy]

Originally posted by CoolerGuys


I'm not going to go on a speel about why things happen and the reasons behind them. If I did there would be a post several pages long.


I hear ya'.

Don't worry though, I am not from another carrier or anything. I am just a consumer, and if I was with another company I wouldn't badmouth to try and obtain business. That would be messed up.

But a question:
what did you mean by "call your board-mate withan order in the future" ?:confused: :)

[CoolerGuys]

As in, another one of the guys from this bulliten board (Community)



haha with still a zero post count ;)

[DilLy]

gotcha

[DilLy]

such is the way of the General Forum...:p

Actually upon my 4th look, I still don't understand what you were sayin up there....

I will ponder this for ages....

[CoolerGuys]

rofl, you could always ask on the phone ;)

[DilLy]

lol,
would you try to sell me something? j/k

i might give you a nickel for a working translation

[CoolerGuys]

A nickle? C'mon, I've been called cheap, but this...... heh!

[DrZaius]

You shouldn't find that to odd. If you knew me, you'd know that I frequent about 15~20 board regularly. It just took this to get a post out of meI'm not surprised at all, I know that several forums have members that are Cust. Service reps from companies that answer questions and such. Glad to have you here, and it's good to see a company get in touch with it's customers. ;) :D

[Kubie]

I went back into my reciepts from a year ago and found that I ordered a Alpha Pal 6035 h/s fan ass'y from Coolerguys. Ordered it, they shipped it, no problem. In the future, I will go back and look around if I need more items.
Carl

[TimPoet]

This is a cool thread! Interesting development.

[DragonNOA1]

I just recently did business with CoolerGuys for the first time. I just bought a special they are running with a Chenming case w/ a window, clear fan, and a blue light! It is supposed to arrive this tuesday and so far nothing out of the ordinary has occured. If everything goes good, then I will probably be going back to the site to buy some more equipment for my computer.
It seems like a great site. I will reply back when I recieve my order to see how every went.

[DilLy]

hehe, I am starting to like CoolerGuys more and more:D :p :)

[glc]

Bold? I guess you could call me that. I'd prefer to be known as someone that gets vocal when confronted with perceived poor customer service. I appreciate what it takes to run a business, but I hate nothing more than a voice menu from hell (especially the ones that won't put you in a queue and simply toss you into voice mail) and non-replies to e-mails.

I must preface this next remark with the disclaimer that I have never personally done business with you folks. I believe you when you say that you do answer the phone, but I still have to go back to the instructions for contacting customer service on your website - they clearly state that customer service is provided solely by e-mail - and when we get more than one member complaining that their e-mails are not being acknowledged, that's a pretty lousy first impression, don't you think?

Nothing personal is intended, CoolerGuys - and once again, welcome to the Mech. I'm just on somewhat of a crusade to try to get decent customer service as these problems are becoming too prevalent these days. I'm just an old fashioned type of person who was taught that the customer always comes first and is always right even when he/she is wrong. Everyone makes mistakes - it's the mark of a class organization when they admit it and make things right immediately without hassling the customer or making them wait or being unresponsive. You certainly are not the first representative of a company to get a blast from me and I guarantee you that you won't be the last! :D

[CoolerGuys]

I'll agree to respect your oppinion, but with the firm stance you take, there really isn't any room for anything to be a two sided coin. Seems like tough love to me ;). Anyway, nothing personal taken, and like I said, I can respect the crusade for good customer service.

[HackinCowboy]

I've ordered all my case fans, HSFs, and cases from CoolerGuys. Never had any problems really. Although when I got one of my HSF it didn't come with a clip so I called and got right through the first time and within 3 min I was off the phone and a new clip was on its way. I will continue to do business with them.

[DilLy]

whoa, I just noticed a CoolerGuys ad on this site.

don't ask me why I said that:rolleyes:

[Tunguyen]

hey, sorry to dought you coolerguys....

i was just concern, but it was on my side where the wrong doing was apointed at.
sorry for the misstake, and i will continue doing buisness withyou guys.

hope you take my sorry....


tunguyen

[DilLy]

well?

explain your self!!! ;)

[glc]

Tunguyen: Your signature violates the policy of this forum, it's advertising (not permitted) and the graphic is too large (also not permitted). Please edit it accordingly.

Dilly: There are nicer ways to make that request.

[CoolerGuys]

Originally posted by Tunguyen
hey, sorry to dought you coolerguys....

i was just concern, but it was on my side where the wrong doing was apointed at.
sorry for the misstake, and i will continue doing buisness withyou guys.

hope you take my sorry....


tunguyen

No problem.

Yay! Another happy conclusion.

[DilLy]

Originally posted by glc


Dilly: There are nicer ways to make that request.

I said what I said, in jest. That is why I put this- ;) in the post. I usually see no other need for such a smiley.

Feeling that I can be humorous and have fun without fear is one of the things I like most about life.

[Captn]

I've ordered alot of stuff from CoolerGuys.com 431watt Enermax all my case fans ect.... . Now im looking to order the Lian Li PC70....hehe :D

[DilLy]

man.
I'm starting to feel like the only guy who hasn't ordered from those CoolerGuys.

[CorruptedSanitY]

haha dilLy.. ur not alone.. i never have...but seein this thread has kinda encouraged me to do so.. im gonna browse around..

[Tunguyen]

hey, sorry about the sig.

and bout explaining myself? well, i dont have to explain anything to anyone unless my its to my mommy, and shes very far from me...;) :D

actually, i told a friend of mine to send the envelope with the check in it. but she forgotten to do so, so finnally she got around to do so.

and when i ask her "WHY?". she said that she stoped buy mcdonalds and forgot to go to the post office, and so she left it there in her car for a while.

somtime i wonder why she isnt blonde...:D

oh, and about cooler guys, im just waiting untill they clear my check and send my item.

now, i cant wait to get it.
and certainly i will order from them again.
im planing to get some neon lights and some neon spray.

tunguyen

[DragonNOA1]

I just recieved my case from CoolerGuys and it is awesome! Much thanks for the great product. The laser-cut 80mm mirrored grill is a lil' dirty or burnt from the laser but it is not too noticable and still works just fine. The case is awesome and I look forward to doing business with CoolerGuys again.

[Tunguyen]

Originally posted by DragonNOA1
I just recieved my case from CoolerGuys and it is awesome! Much thanks for the great product. The laser-cut 80mm mirrored grill is a lil' dirty or burnt from the laser but it is not too noticable and still works just fine. The case is awesome and I look forward to doing business with CoolerGuys again.

hey just sand that off...

im waiting for my case, no blame on coolerguys, its cuz i have a check made out to them...i hope my case looks good...ima get some fans from them...and some lights....just basicly gonna do more buisness with them...