HORRIBLE Customer Service -

So, this is gonna be a semi-long post.

I bought the Thermaltake AX500 Snow TG Full Tower in July and it died.

The power SW cable won't stay in place and it was a manufactures defect. So, my computer shop informs me that getting said part from Thermaltake may not be easy as this wasn't the first time they came across a similar situation with Thermaltake.

I bought a new case since on top of the power SW cable being faulty, it was becoming a space issue in my home office. I write thermaltake and they say that I can write their **OTHER** support page and ask for the part.

I told them it was now a matter of returning/refunding it since the flaw was built in and their fault.

And the response was confusing to say the least.

They asked if I had the original box (from July) and I told them I don't save boxes.

NOW, because I don't have the box I am told:

"In this situation, the best thing for you to recoup money is to do the RMA for the part needed for the AX500 and resell it on the third-party market. Unfortunately, **without the box, we do not have a way to safely ship the case back to us.** "

THIS is where it gets priceless -

Me: "I can use a box. It may not be the box it came in, but other boxes are an option."

Them: "We will make an exception to take back the case, **provided it arrives to us safely**. **If the unit sustains damage along the way, we will not process the refund**, and you will need to provide a return label to get whatever remains back safely. If you agree to these terms, let us know and we will set up the refund RMA. "

So, as long as UPS or FedEx delivers it in pristine condition, I can get a refund, but, if there is any damage, I can't get a refund?

Look, if it was my fault, I can see getting the part and then having to pay for installation and labor.

But considering that it is a manufactures flaw, I don't see how I am responsible for any of the cost.

If this is the best they can do, I don't think I'll be doing business with them ever again.