"I orderd a pre-built system with a 4090 GPU, after 2 month of passing the GPU and computer back and forth, they told me nothing is wrong with my GPU, i called PNY and told them of my issue, and turned out the GPU was FAULTY!!! Thermal take does not respect their customers, and they should stick to what they're good at, customer service is not one of them. I received this PC from them December of 2022, they shipped me a bad computer, and returned it whilist doing nothing to improve my experience. After 5 times shipping things back and forth, nothing was fixed. I REGRET MY PURCHASE! now i am sending the GPU to PNY and it will take 6-8 weeks, if Thermal take took accountability and just replaced the GPU, this would not be an issue."
"Trustpilot reviews
Trustpilot
Thanks! Your review counts.
You reviewed Thermaltake Technology
Your review is pending—it may take up to 2 hours to appear on Trustpilot. Learn more
Bryce Bjorklund
1 review
US
Rated 1 out of 5 stars
Lied to and ghosted by customer service dept
Reached out to get an additional radiator mounting bracket for case so could run my duel radiators in back of case. Submitted RMA ticket on JUNE 2ND to get a replacement SET of brackets. The following week, June 8th, reached back out again via phone call and was told it would ship that week. Then nothing for the next 4 weeks. Its been 5 weeks total.
I called today, July 8th, to cancel the RMA ticket as I had to redo my build due to it taking over a month and still getting the replacement parts. They then tell me that my RMA ticket has been on hold since June 4th, over a month, because they were confused on which mounting bracket I wanted. I was then told that they tried to contact me, on june 3rd, and thats why my order couldn't get sent out, because it was my fault for not getting that phone call.
Even though every form of communication up to this point was i would be purchasing a set, both mounting brackets. The person outright lied on the phone call and stated that an email was sent out, and when I pointed I reached out via email on the 8th and 17th of June they then tried to change their story and said they called on the 3rd and left a voice-mail. Which my phone records show no phone call from them on that date.
And all of this doesn't excuse the fact that their RMA department outright ghosted multiple emails made on june 8th and 17th. And how their customer service department MADE NO MENTION OF HOW MY ORDER WAS BEING HELD WHEN I CALLED ON THE 8TH OF JUNE AND EVEN WENT ON TO TELL ME IT WOULD SHIP BY THE END OF THE WEEK.
These people are joke. They will ghost you. They will lie to you. AND THEY WILL BLAME YOU FOR THEIR INCOMPETENCE"
"I've had an issue going on for over 3 months!
I raised 2 webchat requests, sent 9 polite emails, created 4 forum posts and made a phone call. With all that, I had a single email back and then I was completely ignored and finally, lied to on the phone. Their marketing manager Adam said he'd give me a call within 2 weeks and now, 2.5 weeks later and over 3 months since my first contact, I've had enough.
What an absolute joke! I'm giving up now and will never use this company again.
This is the most effort I've ever had to make with any company, ever. NEVER USE THERMALTAKE. They couldn't care less about their customers.
If you'd like the full context of my terrible experience, please see the log in the TT forums here (you'll need to add that to the end of their forum url):
/index.php?/topic/221304-can-i-have-a-reply-to-my-emails-and-tt-webform-contacts-please/"
"Bought two items for a new computer build, one with a rebate on it. Submitted rebate, got the email verification and status updates. Checked back later to see status and it said it was processed and mailed, so got rid of the rest of the packaging. Never received the mailed material, so I call and they tell me that I submitted the wrong barcode (it was for the other Thermaltake product I bought). I ask them if there is any way to still process the claim since they have the receipt that I bought one and they said I had to send the original barcode in. So even though they have proof that I bought it, I won't be getting my rebate and had they just sent an email stating I had the wrong barcode, instead of saying it was processed and mailed, I could have sent it much earlier. I like Thermaltake products but customer service is something I value very highly, I definitely will not do business with them again."
"I got their 750W Toughpower Gold Certified PSU in November of 2014. Just shy of three years later it appears to have started to deteriorate. I began to research their RMA policy because it has a five year warranty. During my research I found out that the customer is responsible for paying the shipping to their warehouse....in Australia. From where I live (Midwest USA) it would cost about $250 to get the package there through Fed Ex, but the thing cost $100 brand new! What a joke."
"Followed the instructions provided. It does not work because you cannot entered your information to move on to the next step. Tried emailing customer support, hit submit button and nothing happens!!!
Called customer service number ***-***-**** and impossible to get through to a live person.
"
"Years ago I owned a Water 2.0 Pro which did a great job cooling but I often rebuild my PC and it was a very UNfriendly mounting mechanism. The little plastic pieces ended up breaking and I sold it on eBay for dirt cheap. Now I am wanting to buy a TT Core X9 because I have been waiting forever for a case similar to this to be manufactured. I have pre-sales questions so I contacted the main website, no response. I tried signing up for TT forums, no verification email. I tried contacting TT store, no response. Their lack of respect or concern makes me very leary. Other PC part manufacturers are often bad...but not THIS bad!"
"why am I not surprised at this POS Company with its horrible ratings. They ship defective merchandise, they do not honor rebates, and their customer service is non existent. I learned my lesson! I wouldn't buy from these crooks again!"
"Absolutely horrible customer service. Has a well-known brand name, so I expected better. You have to pay your own shipping to return defective merchandise, which ended up being more than the item actually cost. When I inquired about a refund and about when the replacement item would be shipped, their response was complete silence. Whenever I called, I was connected with someone with a thick Asian accent who blamed me for the shipping because I returned the entire case instead of taking it apart and returning the defective piece. Absolutely ridiculous. They NEVER replied to repeated emails to customer service. I will NEVER buy from this company again."
"I tried to placed an order on a earphone, but was told my home address/zipcode not match. Are you kidding me, I lived here for more than 6 years! I sent their CS an email for help and explanations, but no response after several days.
I regret that I input all my info, include Credit card, guess their only purpose is to collect customer info and sell it. Stay away from it!"
"warning they will charge you with bogus shipping fee and they will not answer/reply your email. purchased 25 pcs of refurbished AM2 coolers, 5 of them arrived DOA, i tried to to contact them via email with no luck getting a reply from them, other than that they charge outrageous shipping fee ($40+ shipping mark up). terrible company."
"ThermalTake customer service is the worst I have ever dealt with in my life. They do not care at all about helping you. I bought 5 brand new enclosures ordered directly from their site and they sent me the wrong ones and on top of that those didn't even work! Then they wouldn't exchange them or provide a refund. Later I checked reseller ratings. Wow, no suprise all 1 star out of 5 reviews. Stay away from this company. Their products look nice and have some nice features but they will leave you dead in the water. I emailed over a half dozen times and talked to 2 customer service reps and they are obstinate and very unconcerned. They say they are going to replace the units with new ones but not change the model. They totally screwed up my order and now there is no way for me to get a refund or get the proper units. This is the worst purchase experience and customer service experience I have ever had and the only time I have ever been led to leave such a poor review for a company.
Also, The power adapters on these units squeal like pigs. No way these can be used in a bedroom. It doesn't matter if they are on or off. If the adapter is plugged in it is the noisiest power supply ever. I think it is going to burst in flames and am afraid to leave it plugged in. Very inferior power supplies with all thermaltake enclosures."
"«WARNING» for all who want to buy some water cooling components from Thermaltake. I purchased a « Aquabay M5 alarm system » and its water pump after testing did not work correctly and was very noisy. I returned the failed pump via RMA system to Thermaltake for repair or replacement. Several days after Thermaltake sent me back a water pump. I tested it immediately and constated that this water pump was worse than the other, a real scrap one. I tried to contact Thermaltake customer service but no answer yet and I'm still waiting, I had wasted my time and some money for nothing and nobody care. It seems that Thermaltake don't care of quality control before shipping their products and of corse of their customers too. I bought another water cooling component « water flow witness » and still have a problem because of a lack of rigorous quality. I had to change a fitting who had a too small threaded diameter and stripped into the acrilic part of the product. I also scraped my motherboard because the water radiator of my « Armor LCS Full tour PC case from Thermaltake » get blocked even I always used Thermaltake liquid cooling in it. The pressure and heat increased into the tubes and a plastic clamp had broken and let the liquid splashed on my motherboard and on my 2 video cards. Results 4 hours of working to clean the PC and to unblock the radiator(2 Hours). Thanks to Thermaltake to take care of quality and customers. Sorry but I think it's my responsability and my duty to warn other customer against carelessness in matter of water cooling products PC system. Especially because it's very expensive to buy all those PC components and a lot of time lost to fix and replace the damages. Thermaltake is a non-responsible and non-respecful company. That's it and that's all! Keep your PC far from Thermaltake water cooling PC system components and feel more secured..."
"it has been weeks and i have not heard from Thermaltake. I dont know what's going on but gona give them a call tomorrow. Hopefully they see this and create a better buying enviroment."