be quiet! Customer Service - so far is absolutely awesome.

[neatfeatguy]

I've recently seen that ASUS was having a heck of a time with publicity with their handheld warranty issue, so I figured I'd post here to let people know of my past and current customer service experience with be quiet!

My first time contacting be quiet! was about the Pure Slim Rock 2 cooler. The pre-applied TIM on it had a lot of black flecks of something all over it. I've never seen anything like it with all the different coolers I've used and installed over the years so I cleaned the TIM off and used my own. I sent an email to be quiet! about it, they apologized and sent me a small tube with enough TIM for a single application as way of an apology. Awesome!

As I mentioned above I had picked up a be queit! Pure Slim Rock 2 cooler. It's their small cooler, uses a 92mm fan. I just needed something for the 5600X3D I got to play with I was putting to use for an upgrade in my plex server (the server handles other things like hosting online games I play). I just wanted something that was efficient enough for the use I make of the system, I'm not out to break world records. I had also picked up a second 92mm fan so I could mount a second fan on the cooler, but unbeknownst to me the cooler only came with one set of fan clips. Not the end of the world. I thought that maybe it would have come with two because you can, in theory, mount two fans on it (much like my Noctua NH-U9S cooler did, it came with two sets of fan clips that I used to attach a second fan).

I get my system setup, can't add a second fan because no spare clips. So a few weeks later I decide to reach out to be queit! parts department in hopes I can acquire a set of fan clips for my cooler so I can mount the second 92mm fan on it.

Within a handful of hours I got a reply back, they gave me a price of the clips for the Pure Rock Slim 2 and asked for my contact info.
Back and forth a couple of times and got the order setup, payment made through Paypal and a short while later the fan clips show up in the mail! Yeah!

I had received the fan clips around mid March. I get busy with other stuff and even though it would only require a handful of minutes to attach the second fan I had put it off until today when I had absolutely nothing better to do. I grab the fan, unbox it, I grab the fan clips and unwrap them from the bubble wrap and I set the clips next to the fan only to just now realize the fan clips are longer than the fan itself. Crap. Looks like they sent fan clips for 120mm fan instead of 92mm.

I go back through my emails and find the one I was corresponding with be quiet! back in March and I send in this reply to them:

I know this is a bit late considering I placed this order for 92mm fan clips for my Pure Rock Slim 2 CPU cooler back in mid March, but I finally got around to wanting to attach the second fan I picked up for it. However, the fan clips I received are too large (too long).

I'm hoping someone sees this reply and can get back to me. I know my order came in about 2 months ago, but I'm hoping this can be fixed by having the correct fan clips sent to me.

Sometimes I get a project in mind and I get to it right away and other times it sits on the side for a bit until I get to it. In this case it's been a couple of months and I do apologize for a delayed follow up because I just discovered the issue today.

It looks like the fan clips you sent me were for 120mm fans and not for 92mm. I've attached 5 images to this email of the 92mm fan I had purchased from my local Micro Center store and images of the fan clips you sent me. As you can see below in the originating email that I was requesting a set of fan clips for the Pure Rock Slim 2 cooler (which only holds a 92mm fan) and you can see the fan clips you sent me (in the attached images) are the wrong size to fit the 92mm fan.

Please let me know if this is something that can be remedied without me having to pay another $XX to get the right clips shipped out to me.

Thank you.
Aaron

I came here start this post and not even 15 minutes after I had emailed out to be quiet! they replied back with this:

Hello Aaron,

Thank you for getting back with us. We are sorry that our team ship you the wrong fan clips. We will have them reship your order as soon as possible. Please check your inbox for tracking updates.

Thank you for contacting be quiet! support. If there is anything else we can help you with, please let us know.

Best Regards,

be quiet! USA - Service
After-Sales & Support
www.bequiet.com

663 Brea Canyon Road Suite #1
Walnut, CA 91789
Office Hours: Monday-Friday, 9:00 am-5:30 pm (PST)
(closed all Federal Holidays)

Phone: (833) 423-7843
Email: service.na@bequiet.com

Looks like they'll be working sending out the (hopefully this time around) correct fan clips so I can mount that second 92mm fan on the cooler. I thought it would be nice to have a story about customer service from a company that has been knocking it out of the park.

I attached the images of the fan I had purchased and clips if anyone cares to see them.

 

[neatfeatguy]

Just an update:

Correct fan clips came in!


Took a few minutes to get it installed and now I've got both fans on the Pure Slim Rock 2 cooler (I know the case itself on the inside is a bit dusty - I've got case filters coming from Demciflex that should arrive Thursday):


Idle temps dropped by about 5C (to 33C) and under load dropped about 3C (to 80C). Load test was running handbrake.

 

[Udyr]

-When you assign all your points to Customer Service, but forget to put any on QC.-

 

[OneMoar]

-When you assign all your points to Customer Service, but forget to put any on QC.-

this I would not use there power supplies in anything I care about
I have a new Straitpower 11 850 in box that I won't use because the last two units went nuclear

 

[neatfeatguy]

-When you assign all your points to Customer Service, but forget to put any on QC.-

Don't get me wrong, based on my two experiences with them it does appear that their QC needs some sprucing up. On the other hand, at least they help fix their fuck ups, so they do have that going for them.

Here's hoping they will continue to improve where they need it.

 

[#22]

-When you assign all your points to Customer Service, but forget to put any on QC.-

Jackpot :] E.g. It was pretty common to find buzzing Silent Wings 3 fans. Looks like during production of their high end fans nobody cares to simply plug them and see if they work correctly.

Or Dark Base cases with screws you can't unscrew. Ofc there're more or less PITA fixes, but I talk average Joe not knowing them. Or Dark Base cases with with top or front panels fitted badly to the point when it's clearly uneven. Maybe with checking screws, so work of stupid/malicious Chinese who screw them, I would demand too much, but this time nobody cares to just look at damn case.

Or maybe Dark Power 12 and 13 with rattling and brumming fans when each unit differs with intensity of both sounds. All to the point that you can hear their almost high end PSU with "Silent" Wing fan from meter or two away, so I don't exaggerate. It gets a little quieter when turning PSU upside down, fan on top, what all looks like some design fault combined with high manufacturing tolerance, so one typical for budget products.

But my few experiences with their customer services (international via mail and polish, Warsaw-based unit) have been good to the point I can't complain. Guy from polish crew even have told me via phone about unannounced products (simply nothing in web) few quarters before their releases what I find totally awesome It's all nice, but imo in general it's the only thing standing for chosing their products. Ones usually nothing special or overpriced, with short warranties and if we talk coolers lack of proper mounting kit support what I would expect from anybody selling coolers priced premium. I find be quiet! the most intelligent brand due to selling something anybody would appreciate, silence, so one hard not to like, but one rather stinky if you put it all under microscope.

 

[Vayra86]

Wow it now sounds like I've dodged a few clips full of bullets, Neo style, with my Dark Rock Pro and 3x Silentwings fans here. All work admirably.

 

[#22]

Wow it now sounds like I've dodged a few clips full of bullets, Neo style, with my Dark Rock Pro and 3x Silentwings fans here. All work admirably.

Your Dark Rock Pro 3 being still great cooler with fans likely to last, but you won't bring it to next socket. You wouldn't bring it even to LGA 1700. Mark my words seeing Dark Rock Pro 4 not getting 1851 kit and in general rather only coolers they keep selling being supported. The more performant, quality and costing cooler, the more disappointing it is. Few fans aren't many and it hasn't been like every few od them being faulty

 

[ExcuseMeWtf]

With likes of Asus doing what they do, it's nice to actually see a company do right by customer for a change.

 

[Vayra86]

Your Dark Rock Pro 3 being still great cooler with fans likely to last, but you won't bring it to next socket. You wouldn't bring it even to LGA 1700. Mark my words seeing Dark Rock Pro 4 not getting 1851 kit and in general rather only coolers they keep selling being supported. The more performant, quality and costing cooler, the more disappointing it is. Few fans aren't many and it hasn't been like every few od them being faulty

Is that so? I'm reading above here that customer service is admirable, surely if I tell them I need new kit for socket X or Y they'll provide, and if they don't, they automagically lost a customer

You keep telling people to mark your words and believe your line of reasoning, but its often not the most plausible one...

 

[#22]

Is that so? I'm reading above here that customer service is admirable, surely if I tell them I need new kit for socket X or Y they'll provide, and if they don't, they automagically lost a customer

You can easily google what cooler they supported with mounting kits of latest sockets, e.g. AM4 and 1700 and see the tendency. So they have already lost the customer lol However many examples of good customer service won't make the brand doing whatever you find fitting good customer service.

You keep telling people to mark your words and believe your line of reasoning, but its often not the most plausible one...

I pretty sure that I used "mark words" first time on this forum. Maybe link here other examples? If I "keep telling" it sounds like I do it really often.

Do you have some doubts about plausibility of things I say? If so, ask exactly under them and we will see. For now your one sentence brings two accusations without anything supporting them and such put you, not me, in the shitty and inplausible light

Instead of "mark my words" I could say "you will see" or "I bet" and context would be the same, so it's only words you seem trying find problem with.

 

[maxfly]

Great to see they're taking care of their customers unlike so many others in the tech space these days. In this time of so much negativity it's nice to see someone posting a positive experience rather than brand bashing.

I've been using bequiet! fans by the busload for years now with no issues. Quiet, long lived and the ones I use are cheeep. In fact it's time to re-up my dwindling supply. I guess my 40 or 50 problem free examples must simply be...lucky or the odd outlier?

 

[#22]

I've been using bequiet! fans by the busload for years now with no issues. Quiet, long lived and the ones I use are cheeep. In fact it's time to re-up my dwindling supply. I guess my 40 or 50 problem free examples must simply be...lucky or the odd outlier?

These 40-50 cheap and problem free examples are rather not Silent Wings 3 I mentioned. Or you can always say bs

 

[Yraggul666]

I don't give a crap about how well a company's customer support does. I care about quality control. I don't want to need customer support, i want to pay the company, get the product and the product to work flawlessly out of the box. Customer support should be used in inevitable doa cases.

Never had a problem with be quiet! products, but i only used some fans from them until now.
Glad to hear they're doing well on the customer support front, but that's what they're supposed to do, WHAT EVERY COMPANY SHOULD DO; the fact that there are companies in the industry that pull alot of crap when it comes to customer support doesn't make the ones doing their job properly worthy of a medal. Doing their job properly is supposed to be the norm, not the exception.

I have a Pure Loop 2 280 about to replace the Arctic BBC(BigBlackCooler, long story, also long story about why i'm replacing it with a smaller less capable cooler)and if i'm going to need customer support i'm going to be really pissed off.

 

[maxfly]

These 40-50 cheap and problem free examples are rather not Silent Wings 3 I mentioned. Or you can always say bs

Sure, we can talk SW3s.

I've used several (of every flavor)over the years in my own builds as well as clients, haven't had any issues or complaints with them. Same attributes I mentioned. If I didn't consider them a quality product I wouldn't use them.

Why would I call BS?

I don't give a crap about how well a company's customer support does. I care about quality control. I don't want to need customer support, i want to pay the company, get the product and the product to work flawlessly out of the box. Customer support should be used in inevitable doa cases.

Never had a problem with be quiet! products, but i only used some fans from them until now.
Glad to hear they're doing well on the customer support front, but that's what they're supposed to do, WHAT EVERY COMPANY SHOULD DO; the fact that there are companies in the industry that pull alot of crap when it comes to customer support doesn't make the ones doing their job properly worthy of a medal. Doing their job properly is supposed to be the norm, not the exception.

I have a Pure Loop 2 280 about to replace the Arctic BBC(BigBlackCooler, long story, also long story about why i'm replacing it with a smaller less capable cooler)and if i'm going to need customer support i'm going to be really pissed off.

Like it or lump it, the point of the OPs post was to let the forum know that bequiet! actually takes care of their customers. Of course we hope that all of our purchases stand on their own and never need to be replaced, that goes without saying. Quality products also require quality Tech and CS (shit does in fact happen despite the manufacturers best attempts). Otherwise you end up with a one sided Asus type relationship.

 

[#22]

Sure, we can talk SW3s.

I've used several (of every flavor)over the years in my own builds as well as clients, haven't had any issues or complaints with them. Same attributes I mentioned. If I didn't consider them a quality product I wouldn't use them.

I could ask you about how many mean "several", but it doesn't make sense. We won't check it or you could be just another guy with three flawless fans thinking that he can talk about tendency. Or...

Why would I call BS?

I've been using bequiet! fans by the busload for years now with no issues. Quiet, long lived and the ones I use are cheeep. In fact it's time to re-up my dwindling supply. I guess my 40 or 50 problem free examples must simply be...lucky or the odd outlier?

Or you can always say bs

Simple as that =P

 

[3DVCash]

Ty, OP! Very cool to see this, since my rig is kitted out with SW4 Pros.

I haven't had any reason to reach out to them yet (thankfully) but this does give some peace of mind should anything ever go wrong. Good customer service (especially in the tech space) is all too rare these days.

RIP, EVGA.

 

[maxfly]

I could ask you about how many mean "several", but it doesn't make sense. We won't check it or you could be just another guy with three flawless fans thinking that he can talk about tendency. Or...







Simple as that =P

Sure, let's talk tendencies and I'll define what I mean by "several" for you...yawn (because of course it has to meet your odd level of ownership/usage right, pfft as if). When I buy fans I generally buy 6-9 at a time... hopefully that helps make sense of "several" for you. I find it odd to have to explain this but it is what it is I suppose (gosh, I sure hope that meets your strange criteria lol).

Anyhow, your being butthurt over past bequiet! purchases is truly unfortunate.

 

[#22]

@maxfly There's no need to define anything when we talk numbers instead of words like "several" and trying hard to make your right look righer - stupid to the point of only stupid doing so and only stupid finding it legit. Then anybody could see for himself how much worth are tendencies observed by others. 3 fans are worth shit and "6-9 at a time" don't seem much more. For few years SW3 used to be my favourite fans to use in builds uncompromised to the point of swapping default fans with better ones. For this time I used closer to 100 of them and got 5-10 faulty - buzzing loud to the point it being obviously faulty and not their natural not so quiet internals. I find it common, especially if we talk tendency lasting few years and especially disappointing when talking fans being from the most expensive, so "butthurt" is unfortunate word to use here

 

[maxfly]

@maxfly There's no need to define anything when we talk numbers instead of words like "several" and trying hard to make your right look righer - stupid to the point of only stupid doing so and only stupid finding it legit. Then anybody could see for himself how much worth are tendencies observed by others. 3 fans are worth shit and "6-9 at a time" don't seem much more. For few years SW3 used to be my favourite fans to use in builds uncompromised to the point of swapping default fans with better ones. For this time I used closer to 100 of them and got 5-10 faulty - buzzing loud to the point it being obviously faulty and not their natural not so quiet internals. I find it common, especially if we talk tendency lasting few years and especially disappointing when talking fans being from the most expensive, so "butthurt" is unfortunate word to use here

Mhmm, clearly a sensible rebuttal.

 

[#22]

Mhmm, clearly a sensible rebuttal.

Random answer what could say anybody under anything and clearly another your post not bringing anything to discussion. All of these trying hard to insult me don't make you bigger, but only show you feeling small, so now think about it

 

[neatfeatguy]

@#22 & @maxfly

As much as it is fun to see you guys spit back and forth about your feelings for bequiet! fans, perhaps move the unnecessary bickering to PMs and just keep the bequiet! customer service stuff here for others to read about.

With any faulty fans you guys may have seen, have you actually had any customer service experience with bequiet! about them you want to share?

 

[bonehead123]

As much as it is fun to see you guys spit back and forth about your feelings for bequiet! fans, perhaps move the unnecessary bickering to PMs and just keep the bequiet! customer service stuff here for others to read about.

^^THIS^^

The one AND only time I needed CS from BeQuiet was last year when 1 of the SW-3's on my order (18 fans total) arrived in a slightly beat up package (thanks UPS )....it probably would have been ok, but I didn't want to take a chance on it, since they were for client builds, and I don't get paid to build partially functional/possibly partially defective rigs

It only took 1 photo sent via 1 email, and I had a replacement at my front door in 2 days, no questions asked. They even said just keep the bad one cause it wasn't worth it to them to have me ship it back...

Now THAT is the way customer service is supposed to work !

And as a side note, that particular fan is still running in my son's gamr rig right now, neveranottaproblemo

 

[#22]

As much as it is fun to see you guys spit back and forth about your feelings for bequiet! fans, perhaps move the unnecessary bickering to PMs and just keep the bequiet! customer service stuff here for others to read about.

With any faulty fans you guys may have seen, have you actually had any customer service experience with bequiet! about them you want to share?

Thanks for great obvious advice If you ask about me RMAing faulty fans, no. I simply return electronics for some reason not working as it should. Not nice, because somebody will buy it after me, but free, saves time and most importantly avoids potential infamous RMA result being "works as intended". Cases like fan sounding anomally or coil whine are ones likely to finish like that and even if not, it would only consume more time.

 

[maxfly]

Random answer what could say anybody under anything and clearly another your post not bringing anything to discussion. All of these trying hard to insult me don't make you bigger, but only show you feeling small, so now think about it

Lol. Now we're having a discussion. Nah, sorry don't care enough and don't have time to play right now.