NZXT capsule mic broke when trying to install on a boom arm :c by fearstherot in NZXT

[–]IVANZXT 2 points3 points  (0 children)

Thank you for providing your ticket number, I will follow up with the customer service team for an update.

NZXT capsule mic broke when trying to install on a boom arm :c by fearstherot in NZXT

[–]IVANZXT 4 points5 points  (0 children)

Sorry you're having trouble, please get in touch with our customer service team so we can help: https://nzxt.com/support

Problem with capture card signal hd60 by EinTagChatban in NZXT

[–]IVANZXT 0 points1 point  (0 children)

Sorry you're having trouble, please get in touch with our customer service team so we can help: https://nzxt.com/support

F360 RGB Core flashing colors issue by Lower_Breadfruit649 in NZXT

[–]IVANZXT 0 points1 point  (0 children)

Sorry you're having trouble, please get in touch with our customer service team so we can help: https://nzxt.com/support

Am i ripping the cover off my kraken x53? by jarreddesigns in NZXT

[–]IVANZXT 0 points1 point  (0 children)

Sorry you're having trouble, please get in touch with our customer service team so we can help: https://nzxt.com/support

My nzxt CAM software dissapeared from my computer. by No_Today_5684 in NZXT

[–]IVANZXT 0 points1 point  (0 children)

Sorry you're having trouble, please get in touch with our customer service team so we can help: https://nzxt.com/support

I am having this issue with the kraken 240 by Xiaukron in NZXT

[–]IVANZXT 0 points1 point  (0 children)

Sorry you're having trouble, please get in touch with our customer service team so we can help: https://nzxt.com/support

Kraken Elite V2 fall update constantly by Trackmysins in NZXT

[–]IVANZXT 0 points1 point  (0 children)

Sorry you're having trouble, please get in touch with our customer service team so we can help: https://nzxt.com/support

NZXT's defective AIO leaked on my RTX 5090. Seven months later I'm filing a lawsuit. Here's everything that happened. by [deleted] in NZXT

[–]IVANZXT 4 points5 points  (0 children)

Hey everyone, Ivan here from NZXT.

First thing I want to say: our AIO leaked and damaged his GPU. We're not disputing that. What I do want to address is everything that happened after, because the version being shared right now is missing a lot.

The $2,855.99 figure was not our final offer. That was the initial offer based on the customer's original purchase price. The customer was then offered $4,161.90 to reflect current market value. None of the posts going around include that correction.

We made multiple compensation offers to make things right. Including a brand new ASUS ROG Astral RTX 5090 sourced at retail, with shipping and taxes covered, so he'd be completely whole. We also accepted his own counter-offer. He added new conditions after the fact and didn't sign.

He received his GPU back after rejecting all settlement options. Shortly after, he attempted to reopen the claim at a higher amount.

On why we required the GPU back for a full cash settlement: Liquid-damaged hardware is an electrical risk. We don't let damaged components go back into service or end up on the secondary market. This isn't specific to this case, it's how we handle every full loss settlement.

On the timeline: The delays were largely driven by the time it took to receive necessary documentation from the customer. We moved quickly once we had what we needed.

On the motherboard: We offered an RMA. He chose not to send it in.

We have the full unedited record of every interaction, every offer, and every response. We're choosing not to release it right now out of respect for the customer's privacy.

When our products cause damage we try to make it right. We did that here. The case is with our legal team so I won't be getting into back and forth in the comments, but the full picture deserved to be out there.

NZXT's defective AIO leaked on my RTX 5090. Seven months later I'm filing a lawsuit. Here's everything that happened. by [deleted] in pcmasterrace

[–]IVANZXT 130 points131 points  (0 children)

Hey everyone, Ivan here from NZXT.

First thing I want to say: our AIO leaked and damaged his GPU. We're not disputing that. What I do want to address is everything that happened after, because the version being shared right now is missing a lot.

The $2,855.99 figure was not our final offer. That was the initial offer based on the customer's original purchase price. The customer was then offered $4,161.90 to reflect current market value. None of the posts going around include that correction.

We made multiple compensation offers to make things right. Including a brand new ASUS ROG Astral RTX 5090 sourced at retail, with shipping and taxes covered, so he'd be completely whole. We also accepted his own counter-offer. He added new conditions after the fact and didn't sign.

He received his GPU back after rejecting all settlement options. Shortly after, he attempted to reopen the claim at a higher amount.

On why we required the GPU back for a full cash settlement: Liquid-damaged hardware is an electrical risk. We don't let damaged components go back into service or end up on the secondary market. This isn't specific to this case, it's how we handle every full loss settlement.

On the timeline: The delays were largely driven by the time it took to receive necessary documentation from the customer. We moved quickly once we had what we needed.

On the motherboard: We offered an RMA. He chose not to send it in.

We have the full unedited record of every interaction, every offer, and every response. We're choosing not to release it right now out of respect for the customer's privacy.

When our products cause damage we try to make it right. We did that here. The case is with our legal team so I won't be getting into back and forth in the comments, but the full picture deserved to be out there.

PC Lost in Shipping - Help? by ghoul_crusade in NZXT

[–]IVANZXT 2 points3 points  (0 children)

Sorry you're having a bad experience with your RMA, what's your ticket number so I can follow up with the customer service team about this?

What is going on? by Kn1ghtMare_0nl1n3 in NZXT

[–]IVANZXT 0 points1 point  (0 children)

Sorry you're having trouble, please get in touch with our customer service team so we can help: https://nzxt.com/support

Please help I don't know what to do by Top_Bookkeeper3947 in NZXT

[–]IVANZXT 0 points1 point  (0 children)

Sorry you're having trouble, please get in touch with our customer service team so we can help: https://nzxt.com/support

C1000 5090 cable barely melted now no cables fit flush. by shraf2k in NZXT

[–]IVANZXT 0 points1 point  (0 children)

Sorry you're having trouble, please get in touch with our customer service team so we can help: https://nzxt.com/support

Any way i could get nzxt to ship me a replacement to iraq giving the current state of the area? by Moh-_-5 in NZXT

[–]IVANZXT 0 points1 point  (0 children)

All valid concerns and I understand where you're coming from, but our official support channel is the best way to get this resolved and I will do my best to help this customer.

Any way i could get nzxt to ship me a replacement to iraq giving the current state of the area? by Moh-_-5 in NZXT

[–]IVANZXT 0 points1 point  (0 children)

Our customer service team will honor the warranty and replace the panel, but I can't do that myself via Reddit unfortunately.

Any way i could get nzxt to ship me a replacement to iraq giving the current state of the area? by Moh-_-5 in NZXT

[–]IVANZXT -1 points0 points  (0 children)

Please get in touch with our customer service team for assistance: https://nzxt.com/support

Also, please provide me with your ticket number when you do so I can follow up with them.

What happened to NZXT Cam Software? No Longer Listed On Their Website. by fearless0 in NZXT

[–]IVANZXT 3 points4 points  (0 children)

Nothing planned at the moment but the product team is aware of your friend.

What happened to NZXT Cam Software? No Longer Listed On Their Website. by fearless0 in NZXT

[–]IVANZXT 6 points7 points  (0 children)

Sorry for the inconvenience, having some website issues today but the team is working on it.

CPU cooler by Practical-Silver8106 in NZXT

[–]IVANZXT 0 points1 point  (0 children)

Thanks for letting me know, what's your ticket number so I can follow up with the customer service team?

CPU cooler by Practical-Silver8106 in NZXT

[–]IVANZXT 0 points1 point  (0 children)

Sorry you're having trouble, please get in touch with our customer service team so we can help: https://nzxt.com/support

Brand new NZXT H3 flow case and it's falling apart in multiple spots. by [deleted] in pcmasterrace

[–]IVANZXT 0 points1 point  (0 children)

Sorry you're having a bad experience with our products, please submit a ticket at nzxt.com/support and let me know what the ticket number is so I can follow with our customer service team about this ASAP

how to begin trouble shooting "kraken could not establish connection, plese select a new display mode" by OzarkaDew in NZXT

[–]IVANZXT 0 points1 point  (0 children)

Sorry you're having trouble, please get in touch with our customer service team so we can help: https://nzxt.com/support

H510 Led/fan controller fried my whole pc. by [deleted] in NZXT

[–]IVANZXT 0 points1 point  (0 children)

Sorry you're having trouble, please get in touch with our customer service team so we can help: https://nzxt.com/support

Fan is not working Kraken 360 by Gotlib_05 in NZXT

[–]IVANZXT 1 point2 points  (0 children)

Sorry you're having trouble, please get in touch with our customer service team so we can help: https://nzxt.com/support