Leaking Radiator

[Gabi2003]

Hi,

On 05/08/2024 I placed an order for two Alphacool NexXxoS XT45 Full Copper X-Flow 420mm radiators.

Today I made the pressure test on both of them, as I don't want to have any surprises when my PC will be ready.
One radiator kept the pressure at 0.5 bar for 30 minutes which is perfect. The problem is with the second one, as the pressure drops from 0.5 bar to 0.2 bar in less than 25 minutes, and this means one thing: it will leak.
So... what's next?

On the side note, this incident makes me worry, as I just placed an order on your website for another 2 radiators.

 

[Eddy]

Hi,

annoying, sorry about that.
Have you done the leak test twice? So unscrewed everything again, screwed everything on, unscrewed all ports again and closed them again? Maybe the leak tool was not screwed on properly. I would also test the leaking tool itself. So screw a stop plug onto the front and test whether the tool has leaked.
Please also check whether the O-rings are in place everywhere on the stop plugs or whether one has fallen off.
This is usually because a radiator is leaking.
Did you buy it directly from us?

 

[Gabi2003]

Hi,

annoying, sorry about that.
Have you done the leak test twice? So unscrewed everything again, screwed everything on, unscrewed all ports again and closed them again? Maybe the leak tool was not screwed on properly. I would also test the leaking tool itself. So screw a stop plug onto the front and test whether the tool has leaked.
Please also check whether the O-rings are in place everywhere on the stop plugs or whether one has fallen off.
This is usually because a radiator is leaking.
Did you buy it directly from us?

Hi Eddy, thank you for your reply.

I did the leak test three times, and I also tried and checked everything you said. Unfortunately, it looks like the radiator is the cause. It is bought from Aquatuning.

 

[Eddy]

Then please contact Aquatuning for the return of the radiator or an exchange. I don't know what else you could test. Sorry for the trouble.

 

[Gabi2003]

Then please contact Aquatuning for the return of the radiator or an exchange. I don't know what else you could test. Sorry for the trouble.

Yeah, I contacted them. I have to pay around £20 to send the defective radiator back plus another £20 as a proforma invoice (to the Aquatuning GmbH) which is for sending the new radiator back to me, I guess. I won't do that, and I will never buy any Alphacool products again.
At this point, I regret buying things from them or from your website, I bet you have the same policy for defective items. Basically no responsibility on your side.
I'll take the loss, and from here I'm going directly to your store to cancel the order that I placed there.

L. E. Of course you don't have any "Cancel Order" button on your website so how can I cancel my order ? Order no.30183794

 

[Eddy]

We are not responsible for Aquatuning's return policy. Basically, however, according to German law, returns are only free of shipping costs above a certain amount, with the exception of returns from abroad.

If you wish to cancel your order, please send an email to info@alphacool.com with the order number.

 

[Gabi2003]

We are not responsible for Aquatuning's return policy. Basically, however, according to German law, returns are only free of shipping costs above a certain amount, with the exception of returns from abroad.

If you wish to cancel your order, please send an email to info@alphacool.com with the order number.

Don't get me wrong, this is not personal. I understand that you (as a company) are not responsible for Aquatuning's return policy. But as I said, I bet that your policy is basically the same. And when a company doesn't have the guts to back up their products with a customer oriented... Customer Service, Return Policy, etc., well... in my book, this means one thing: low quality products. Another red flag in my book is the impossibility of cancelling an order directly on your website.
So much for the "German quality ".

About that, I just sent the email requesting the cancellation of my order. I'm curious how long will take to have my request taken care of.

Thank you for your help, have a nice day.

 

[Eddy]

I don't take it personally. These are legal guidelines that we abide by. I can't speak for Aquatuning, but even with returns from abroad, the customer must first bear the return transport costs up to a certain amount. After checking the goods, they may be refunded if there is actually a fault. This will be decided by our support team according to certain specifications. I can't name them all off the top of my head, you would have to ask the support team directly. I'm not from support, so I apologize if I don't have all the guidelines on this right now, I'd have to ask them myself first.

All in all, I can understand the anger and resentment. As a customer you have expectations, I am also a customer when I am private. Not everything always works out the way you want it to. But there are rules and laws that both sides have to abide by. That a radiator is leaking.... is more like winning the lottery. It's extremely rare.

 

[Superino]

Same problem with the Alphacool NexXxoS ST30 Full Copper Radiator V.2 - 480mm purchased from Caseking. After a year of use, it started leaking a few days ago. Regardless of which fitting I try to use, it keeps leaking. Luckily, there has been no hardware damage. I have a second one running, but I'm worried that the same problem might occur. I placed an order at Aquatuning for €300 worth of Alphacool products, but after reading reviews on forums, I'm seriously considering canceling it. I don't understand how it's possible to have these problems with an Alphacool radiator after only a year, when my EK radiators, used intensively, are still perfect. And to think that, if I had to ship the radiator to Germany from Italy, the cost would be exorbitant. I've already sent an email to your support, but I fear I'll have to wait weeks for a response.