EK Status Update | Support & RMA

In this update, we address the current challenges facing EK’s Support and RMA services and outline the steps we’re taking to restore the service excellence EK has been known for.
Here’s what we’re doing:
Resolving over 4,000 open support tickets with a dedicated team working overtime.
Addressing issues with stock level and shipping date inaccuracies (expected resolution by mid-January).
Processing refund requests for delayed orders by the second half of January.
We sincerely apologize for the delays and ask for your understanding as we work through these challenges. To help speed up resolutions, please avoid creating duplicate tickets if you already have an open case.
Thank you for your patience and support. We’re committed to resolving these issues and regaining your trust. Stay tuned for further updates!
#EKSupport #CustomerUpdate #ServiceRestoration

[@EmoEmu]

Good luck getting the company back on its feet.

[@RPMArmy]

I've been waiting on an order cancellation and refund since November 6th and been ghosted on every follow up and you're saying it's going to be the later half of January?!

[@maiksiam6823]

Since November? I'm waiting since September and nothing yet 😢

[@RPMArmy]

@@maiksiam6823 O I ordered before that. I tried to cancel in November.

[@neuroticepisode5208]

Same here november, barely answering emails btw no contact trhough call number for customer support

[@captainbosh3747]

Good to hear. Good luck getting on top of things. Hoping to see some new EK blocks for the 50 series.

[@ButterzBT]

Best be only $50!!!

[@TheHighborn]

This video bodes well. they addressed the issues now they just have to PROPERLY execute and INFORM us.

[@channtehmann]

4000 tickets is insane lol. I'm glad I have never had to RMA any of my ek water blocks.

[@sergiogoncalves4010]

hope you guys get your shit together. im buiding a new pc and im missing your prodducts. been using ek for years never had a problem.

[@manujk6802]

wish you all the best!

[@michaelolsson5193]

I hope you uys get back to former glory. I still think you have the best products, both in terms of looks and quality/performance.

[@60asians]

would have loved to known this 3 months ago. now I will be patient

[@amnforge]

I'm rooting for you all!

[@vsRaiden]

@EK Water Block - More than 4 months and still waiting for my order to arrive... EK it's a god damn mess

[@Jixxy_EU]

Would be happy to see you back on track soon since I'm planing a new built this year. I've been using EK for over a decade now and would be sad, if I had to change to other brands parts. Allmost every single block / rad etc on websites are not available anymore. Wish you all the best!

[@MagnaRads]

I'm about to order some stuff don't screw me!

[@Awesomekiid13]

Hey, atleast they are doing something, they are doing this.. When have we ever seen a brand like Asus or nzxt do this? na that will never happend.

[@godnamedtay]

Bro Gamers Nexus is in the game to make money just like everyone else. Steve doesn’t give AF about me or u. Stop taking everything he says as gospel. Do your own research, always. Not everything is always as it seems.

[@Teletha]

i think i'll by my ek waterblock from a local retainer if they ever get them instock for the rtx5090. or i buy from ek directly on my credit card for some extra security.

[@willesz]

Ordered since september 2024. Mana G2 through highflow (netherlands) still nothing received.

[@Wermhole]

Thanks for doing the actual good work at EK. Will there be anything offered for those that have waited for their orders for 3-6 months?

[@Farmerdabrown85]

My pc been out for nearly a month since my ekwb d5 pump died, no word on rma, no update with email or ticket status (if one was even created from the contact form...) the thing that is frustatrating is that there was no confirmation that a rma request was placed, or the ticket was created. Just 'send this contact form into the black hole and cross your fingers!' Also frustrating that all US support phones have been disconnected.

[@MrPl0xygen]

I hope Nexe will come soon for the consumer market and the product you showed wit ha rest pump built into the radiator. I have been avoiding a build because I want to wait for NEXE

[@iconlearn]

I bought this EK-Quantum Velocity² DDC 4.2 PWM D-RGB - 1700 Nickel + Plexi and this EK-Loop Leak Tester Flex. I bought it on January 27th. When will you post it? I'm in the United States and I travel on February 24th.

[@_meya5669]

When can the items purchased from the store be shipped?

[@christianvetter2906]

OMG ... I would never have thought that things can change at EK. My trust isn't back yet. But if you keep this level of open communication going, in a few years from now, my next PC will be EK cooled once again.

[@mr.wasgehtsiedasan2565]

i ordered on caseking and didnt get an radiator for over a year, i ordered a white one and opted to get the black one as this ine was in stock like 2 weeks ago, today i got an email from EK that the white one shoukd be in stock end of january, i waited for the white one like over a year to be ins tock now i have the black one that doesnt fit my theme, sucks to be me

[@txtasosxt]

Without an option for us to update our previous ticket, it makes sense that you've pilled up tickets. I ordered something before I knew you had a problem with the stock, so I sent a ticket to update my order and remove some items. I got no answer and I decided to put a new order with just what is in-stock and sent a new ticket to cancel my previous order.... and if you do ship my first order before seeing my ticket I'll then have to open another one for RMA.....

[@saneldomeh92]

Not a single order is going out until tickets are checked for that customer that made the order. That is also one of the reasons why orders are going out slower at the moment. If that order has a cancelation ticket than it is canceled and refunded. So no worries ;)

[@jurajvarga44]

I would like to ask people here if they have received their order in the last few days, thank you

[@DHJY89]

what ticket?? you can't even open a ticket?!?!? i emailed you numerous times and no response

[@iconlearn]

Are these products available for purchase? It is not clear on the website and I need to know in order to purchase. EK-Quantum Velocity² DDC 4.2 + EK-Quantum Torque Micro Rotary 90°+EK-Quantum Torque 6-Pack STC 12/16 - Black +EK-Loop Leak Tester Flex

[@bornagain2641]

im being patient. im that guy that purchased the last in stock 1700 combo waterblock/pump/reservoir .

[@bobermord0r733]

How can I cancel my ~4 month old order? Because it seems like I can't reach my previously opened tickets anymore and if you are going to make shipment of the orders in a midle of the January and refund cenceled orders in the second half of January this may cause situation when you will send orders which people like me want to cancel (since you are working on the tickets from "backlog" first as I understand).

[@bobermord0r733]

UPD. The order was successfully cancelled. But the procedure for creating a new ticket was quite unclear for me: I did not receive a ticket number or notification whether the ticket was created at all.

[@CyberMech-p1h]

Is the EK-QuantumX CoolingStation Monoblock for PS5 compatible with the PS5 Pro?

[@saneldomeh92]

No

[@burgerlord1297]

I made an order last week and have been back and forth in my mind on cancelling my order. After watching this video I think I may wait a bit longer and give you guys a chance good luck.

[@blackdragon9620]

Same here, I've made an oreder the 27th of december, let's cross fingers

[@burgerlord1297]

@blackdragon9620 good luck brother

[@Hicham_Lrazwani]

Oh my god how much I love EK company, I am very happy that you are heading in the right direction, and I hope that the damages will recover quickly, all that bothers me is the way you market your products and the lack of cooperation with the channel, I mean there are Chinese companies whose products have invaded the markets thanks to their cooperation with technical channels.... as well as the lack of support for some products such as the EK loop connect controller for complete control of the parts... Good luck❤

[@FubuZ-j4c]

Yeah, just look at the guy in the white t-shirt working tirelessly...

[@PVT_MaYhEm]

Damn... and here I was going to go with a full EK build... then all this crap happened... so I didn't order my new radiators, fittings, and tubing... instead, I ordered Alphacool, just so I could be sure it would actually arrive when they said it would. Would love to have a full EKWB build for once. Already have the CPU Block, GPU Block, and Pump.

[@tobiasr8636]

I ordered on 23.12.2024 and I'm still waiting on my order. I would not recomend to order from EK.

[@2carvela]

you want to regain people's trust? It's mid-January and still no news, stop taking new orders and take care of the orders you've had pending for over 6 months or else refund people!!!😮‍💨😪😭😡

[@yungstepmom4235q]

Please don’t let us down! Why accept so many tickets if you know you can’t manage them all? It feels like there needs to be a much stronger, more efficient flow of communication both internally and externally, as this is just one part of the problem.

[@godnamedtay]

Who’s the blonde girl? Tell her to hmu

[@saneldomeh92]

Thanks for the comment, she is flattered.

[@ダイナマイト四国-o2e]

もっと早く言ってほしいな 11月に注文してステータスが今でも処理中、こんな状態でオンラインショップを続けるべきではない 解決するまでショップは閉鎖するべきや

[@bartman2395]

Cmon show us slim 5090 block. 1 slot guys. Idiots in Alphacool can do it, so u can;)

[@Hicham_Lrazwani]

You have all our support and all my products are from EK and I still buy your parts❤

[@nukez88]

I love your products but 4000 tickets is a GIANT RED FLAG.

[@kiwivda]

EK Waterblock, you are such an inspiration to all of us enthusiasts! The challenges you’ve faced only show your resilience and passion for innovation. I know tough times can hit even the best, but I want you to know that your loyal community is here for you, ready to support and believe in the amazing new products you’re working on. Every new release is a step toward a brighter future, and I can’t wait to see what’s next in your journey. Keep pushing forward-we’ve got your back! 💪💧

[@fanofentropy2280]

If your roof is made of crap, don't be surprised when your basement stinks.

[@NazarMalyy]

You have all our loyalty and support. I'm with you 🤗

So you sell overpriced water cooling products that are made in china and you have 4000 RMA tickets. You where selling normal prized stuff that where made in Europe before. Hmz wonder where it gone wrong. just go belly up my man, no one is interested in 300$ water block that performs less then a 109$ water block from Alphacool..

[@Valnjes]

This sounds like a bad joke. By the EU law: If the order is not shipped in 30 days, buyer does not have to wait any longer and can cancel the order without any loss, and must be fully refunded! And the refund must be fulfilled within 14 days! So you are using the money of wronged customers to survive month for month over and over! Close the company, sell the assets, then if you can, reconstruct. If you cant, dont!

[@saneldomeh92]

No one said it is not a full refund done ;)

[@Valnjes]

@@saneldomeh92 If the refund is not done by 14 days, it breaks the EU Law!

[@kevinl1664]

this video doesn't address any of the issues that have been called out though...these are just byproducts of complete negligence. saying you are just going to work on tickets without actually changing how the company is run does nothing.

[@stankotemeh3259]

Maybe check the older video before this one 😉

[@TheTotalizer]

@@stankotemeh3259maybe getting rid of your EK stuff The company is kaput 😂

[@whitleyhousehold5301]

5 month delay that pushed my RMA into the out of warranty period. And I was then met with " we dont handle out of warranty repairs best of luck" on a pre built that you couldn't fix the first three times I sent it back. To blame it on a change of ticketing platforms is funny.

[@whitleyhousehold5301]

@ and my computer was never repaired sufficiently. The gpu was replaced and the same exact issue persisted. The first repair was for your distribution block failing and flaking into the system. For $6000 you’d expect to get a computer that you would have operating correctly for longer than 5-6 months at a time. “Perfectly working” being the same exact blue screen every single time. But I’m glad a random KZbin comment was able to give me more information on my RMA process than your actual RMA ticket when I was asking for detailed information so that I could take it to a professional to have the real problem diagnosed instead of band aided back together long enough to push it out of warranty.

[@whitleyhousehold5301]

@ and if I was that far out of warranty why was I escalated to a manager and subsequently ignored for 5 months? Why not inform me from the beginning that I was out of warranty?

[@stankotemeh3259]

Post your invoice to see the date of purchase

[@whitleyhousehold5301]

@@stankotemeh3259 date of purchase is irrelevant this warranty claim was never resolved from the first claim as the problem was never fixed. Your company replaced a component that wasn’t operating correctly because of an undiscovered issue and then sent it back several times. I even made a point on the 2nd, 3rd, and 4th visit to ask if any other troubleshooting was being done and pointed out that duplicate components were being replaced without finding out why they failed.

[@yungstepmom4235q]

that's messsed up...

[@gorrilaunit99]

*EK should merge with Iceberg Thermal- both have equally great performance* 😊

[@cullenblvd]

Bought Alphacool. Too little too late EK

[@captainlooney4356]

Best of luck to you, but I'm switching water cooling brands this generation for X870E, the supply and inaccurate shipping times was the nail in the coffin.

[@spartan612]

lol

[@J-B-Good]

EK Mafia company

[@puknut]

The world NEEDS ekwb to be a part of it, just sayin!