What’s your problem? A slippery component that destroyed my PC

Question: I recently paid $129 for a Cooler Master HAF 932 computer chassis at my local CompUSA for constructing a custom high-end computer system. Last night I stayed up late to put the computer system together, spending hours mounting the components and wiring them properly for optional functionality and aesthetics. (I’m a certified computer technician.)

After I mounted all of my components into the system, it was 2 a.m. and I decided to put it back into the box and work on it later. When I
picked it up, with my left hand on the rear and my right hand on the front, and as I was about to put it back in the box, the plastic on
the front broke away, causing the system to fall hard onto the floor and my left foot.

As a result the chassis is severely damaged and the heavy metal structure is bent, and I think some or all my $1,500 worth of computer hardware mounted inside might be as well.

I tried to go to the store I bought it from but the manager refused to do anything about it. He said it they couldn’t help me
because it wasn’t a defect or flaw, that it was a “feature” of the case, and because I dropped it that there is nothing they would do,
that it was just like a car “you break it you buy it, we can’t help you.”

To add insult to injury, literally, he then added blame on me for “taking the risk and trying to build it myself instead of utilizing their custom installation service.”

I called Cooler Master, the manufacturer, and they said that “accidents” aren’t covered by the warranty and that this type of removable part has supposedly existed on all of their products for quite some time. They said it was 100 percent my fault for handling the chassis incorrectly, and other than replace the piece of plastic that dislodged that there was nothing they could do for me.

I believe that it is a bit unfair that I have to suffer the significant loss of a computer like this due to a so-called “feature” I didn’t know about. The least I expected was that I could get the damaged chassis exchanged for a replacement but nobody is even doing that. Help! — Andre Klass, Sanford, Fla.

Answer: Cooler Master, the manufacturer of the chassis you bought, and CompUSA, the reseller, both have an obligation to ensure they are selling defect-free products.

I checked with CompUSA to find out if it had any complaints about the unit, and it said it didn’t. I also did a little sleuthing of my own to find out if Cooler Masters were breaking in large numbers; I couldn’t find any.

You purchase should have been covered under your manufacturer’s two-year warranty — unless, of course, this had nothing to do with the product. And I only mention that because at 2 a.m., I’m not the most clear-headed person. It’s possible that you just slipped, although I have to emphasize the possible since you are a trained computer technician.

Either way, CompUSA should have been more understanding of your problem, in the interests of customer service. Telling you this was “100 percent your fault” is no way to treat a customer who is likely to spend a considerable amount of money of computer accessories over the years. I thought CompUSA might want to take another look at the way it handled your grievance, even if its ultimate answer was “no.”

Turns out it wasn’t. Although CompUSA declined to cover the $1,500 in damaged equipment, it contacted you, apologized for the way it handled your initial inquiry, and agreed to replace the broken chassis.

(Photo: fur ibond/Flickr)

  • cjr

    I own a Cooler Master chassis for my computer, which I also built myself, and while the front of my case will also come off, it takes me quite a bit of effort to do so. A frustrating amount of effort, in fact, on every chassis I’ve ever had where you can take the front cover off in such a manner.

    I’m not sure what the right answer is here. One would like CompUSA and Cooler Master to be more helpful. I’m certainly disappointed with CompUSA’s attitude of “Well, you should’ve had us do it”. Sorry, but putting together a computer isn’t rocket science. The same goes for Cooler Master and referring to the front coming off so easily as a ‘feature’.

  • Anonymous

    Since the one near my home was closed a couple of years ago, I had no idea CompUSA was still in business.  And, the way this customer was treated, they probably won’t be for long! 

  • Linda Tomberlin

    1. My husband builds computers all the time, and we’re VERY happy with Cooler Master.  They don’t build defective items that fall apart.

    2. Why even put it back in the box?  Leave it where you’re building it.

    3.  I cannot even fathom asking for a refund on anything I drop and break.  That’s CLEARLY my own fault. 

    In short – bad consumer!  BAD!

  • http://pulse.yahoo.com/_H2VGJCLSUGWZS5QIQR3SD3WZ7A Cass

    It’s hard to know exactly from the description but it sounds like he’s referring to the plastic on the front that is easily removable for the installation of drives such as DVD or Blu-Ray. This guy may be a certified computer technician but if he was buying his equipment from Comp-USA then I find it doubtful. This is another case where someone was not paying enough attention and wants someone else to pay for their own mistake. Comp-USA did more than needed in the situation.

  • Z44212

    I build my own computers. The front fascia merely clips on and this is by design (so you can access the front intake fans).

    I would have expected a “certified computer technician” to have known better. Most hobbyists do.

  • Cheryl

    Shouldn’t the certified computer tech known how to handle the components.  Bottom line, he dropped it and it broke.

  • Carol

    If this person had bought the computer with a credit card that guarantees a purchase for loss, breakage or theft, as American Express does or some Master Cards, he could simply call the company and tell them what happened to his computer, and they would cover the loss.  It’s like an insurance policy they give you when you use their card.  Whenever I make any purchase of any significance, I now make sure to use my American Express card.  So far, I haven’t had to use this insurance, but my son broke a $200.00 item he purchased in Mexico, while still at the airport, and American Express covered it without any problem at all.  That alone is a reason to not “leave home without it.”

  • Aaron

    If being a “certified” computer technician means you don’t have the common sense to pick up your computer by the metal chassis instead of the plastic casing — or at least by the bottom corners — then I have to wonder how useful “certification” really is.

    Mr. Klass screwed up and wants someone else to pay for his mistake. It’s an understandable reaction; after all, CompUSA has hundreds of these things in stock, he bought only one. But it doesn’t change the fact that THIS WAS HIS FAULT. He was eager to get his new computer assembled (hence staying up till 2:00 am; I build my own computers too and I know the feeling) and he did something dumb.

    Complaints like this make it difficult for those of us with legitimate problems to get relief. Shame on Mr. Klass. Next time you break your computer, suck it up. With luck, it’ll be your most expensive lesson.

  • mike

    I have the same HAF 932 case and am also a licensed computer technician. The case itself is made out of fairly heavy steel. 

    Lifting it by the plastic front casing was the WRONG thing to do. The front casings on my computer cases are aesthetic and pop off quite easily for adding/removing drives and cleaning. This (full ATX) case in particular is large and heavy, so while I understand the reason shortcuts might have been taken, lifting it should have been done from the bottom of the case, and not the front and back.

    It’s not particularly comfortable, but it sure beats damaging the case and possibly several thousand dollars worth of parts.

  • http://pulse.yahoo.com/_33QLGO557XEQXGVOTCA2DWMERM Firstname Lastname

    How many times have you read a story about some kid who did a thug thing and “mommy” says, “Butt, he’s such a good buy”?

    This buttclown is dodging his own irresponsibility of doing the deed of damaging the unit through sheer carelessness and trying to CON the mfgr into CYA his azz.