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  #1  
Old 24-10-13, 01:01 AM
Vicey Vicey is offline
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Terrible Mushkin Support

I'm really saddened to have to write this post but I feel a must to protect all of you against Mushkins support services.

As you may know Mushkin sells in the UK on a number of ecommerce sites including Aria. There RAM comes with a 10 year warranty so you can expect them to stand behind their memory right? wrong.

I bought RAM in March 2012, 8 sticks of Redline Ridgebacks (8 x 4GB.). This was two kits of 4 x 4GB each. I got these from Aria.

Several months ago my computer started to crash randomly so I tested everything and it turned out to be one of my RAM sticks had gone bad.

No big deal right? I check the warranty on Aria's website but it's now passed the 1 year purchase date so Aria's automated system tells me to contact Mushkin instead.

So I do that I contact Mushkin and this is what happens:

1. Day one, I contact them tell them one stick is bad.

2. There ticket system is broken so I don't get an email to tell me they've responded to my ticket and I do not receive a ticket number to view my own ticket on their website.

3. I find one of their moderators on their forums and ask him to look in to the situation, he finds my ticket number and sends it to me, apolagizes that their email system is down (This is almost 2 months ago, it is STILL down to this day!)

4. I login, see they've offered me an RMA but there's a problem. They only have THREE sticks available that they can send me, I have a kit of 8. So their offer is as follows: Have one stick replaced identical to the sticks I already have or send them all 8 of my sticks and take a DOWNGRADE to lower specced memory. I have 1866MHz 1.5v - I was offered 1600MHz 1.65v

5. I decline the "all swap" and go with just a single stick swap.

6. I send them my stick, a week later I receive a replacement.

7. The replacement is the wrong stick. It has a completely different heatsink to mine, the colour is different the shape is different. I gave them my sticks ID number so they knew exactly what stick I needed and still sent the wrong one.

8. I contact them, they request the stick back, I send it back.

9. I receive back a second stick, this time it's the correct colour and heatsink design but it's completely broken. The gold pins are worn as if it has been inserted in to a motherboard at least 30+ times, two gold pins are broken off and the corner of the RAM Modules PCB is smashed off. None of the broken pieces are inside the plastic casing and so this damage all occurred before it was shipped to me.

So here we are, thus far I've spent about £25 shipping memory back and forth with Mushkin. They keep telling me they will reimburse me for shipping costs and I keep asking them what details they need to do that but I get no answer.

Now they want me to send this faulty stick back that's gonna be another £11.40 or so.

This company is an absolute joke. They don't hold enough replacement modules to do replacements just 16 months after purchase, they don't know what module you even have when you send them their own product codes and they send out extremely abused and broken modules as exchanges.

Stay clear of these jokers, seriously.

I'm including two pictures of the most recent replacement module they sent me. This has not even been inserted in to my computer because I have no idea what will happen if I did:

(First pic, PCB damage, 2nd pic, centre has gold pin damage)


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  #2  
Old 24-10-13, 03:24 AM
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Excalabur50 Excalabur50 is offline
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Thats a real shame that Mushkin have gone down the tubes a fair bit I was corresponding with one of their reps for awhile and they promised the world said they would start selling in Australia give heaps of support so my clan gave them free advertising on our website and we never heard from them never any thanks nothing so stopped recommending them and suporting them altogether, seems like they are just a bunch of gunna's, gunna do this and that so now all my support goes to Corsair as they support their customers.
Maybe it's time to unfortunatly cut your losses and go with another company and their ram. Good luck with it anyway.
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Old 24-10-13, 05:08 AM
Vicey Vicey is offline
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Yeah it is a real shame but I'm not paying out £300 for another 32GB of RAM.

I think next I'm going to contact Aria and see if they'll take pity on the situation but I'm not expecting much, it really isn't Aria's fault and their warranty period of 1 year is fair and the industry standard.
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Old 24-10-13, 06:50 AM
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Maybe these links help:

http://www.thisismoney.co.uk/money/b...ty-EU-law.html

http://webarchive.nationalarchives.g...page38311.html

Quoting the EU law you might be able to get a full refund, if you return both kits. Then you would be able to buy a different brand.
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Old 24-10-13, 06:54 AM
Vicey Vicey is offline
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Thank you for your post Lazio I will look at doing that.
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  #6  
Old 30-10-13, 06:03 PM
Vicey Vicey is offline
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Well this has now concluded and it only got worse. On October 23rd they asked me to return all 8 sticks and they would send me a different kit of memory.

But not the same speed or voltage. I said no thank you as I'm not sure what I will get back, how about you just reimburse me for my shipping costs and I will just buy different memory.

On October 29th (!!) they finally get back to me and they request the following information to send me my shipping costs:

1. Debit/Credit Card Number
2. Name on Card
3. Security Code from the back of the card
4. Expiry date on card
5. Address of card holder

And they want me not only to supply all of this information but they want me to do it through the open online ticket system which isn't encrypted and doesn't use SSL (Not HTTPS).

I said no thank you how about you send me a cheque or pay me back via Paypal, they respond almost instantly and say they can't do either of those.

Completely ridiculous. This company is awful, stay the hell away they will not help you if their products mess up in the slightest, this is by far the worst customer support I've ever had, period.
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Old 30-10-13, 06:18 PM
Snortan Snortan is offline
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Quote:
Originally Posted by Vicey View Post
1. Debit/Credit Card Number
2. Name on Card
3. Security Code from the back of the card
4. Expiry date on card
5. Address of card holder
they can't be serious. Might as well say why don't you let us steal all your money...
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Old 30-10-13, 06:50 PM
Vicey Vicey is offline
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Indeed that's what I thought. Had I not seen them request it I would not believe it happened.
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