RMA request (submitted)

[4bsylon]

Hi, I purchased Alphacool Eiswolf 2 AIO - 360mm RTX 3090/3080 & Alphacool Eisbaer Aurora 280 CPU - Digital RGB. Everything has been running flawless since purchase and assembly. 2 days ago PC kept crashing and I checked temps that was very high (100c+).

I checked the forums and likely this could be because water needed to be refilled. I purchased the 3l refill from a reseller and uninstalled the system. Then I realized the GPU cooler had a lot of green goo in it. Also the water was murky in the loop (CPU cooler "window"). The two coolers has been in a single loop (I asked on your forums before assembly if this was ok and it was).

I submitted the request using the RMA form but I have not recived any response - looks like the forums has quick replies so I'll give that a go.

Best regards
Marcus

 

[Eddy]

I saw your email in the inbox. Unfortunately, you’ll have to wait. This isn’t something I can handle here. What’s important, though, is that you send pictures so it can be reviewed — those weren’t included in your email.
I also can’t tell you when support will respond. We’re currently restructuring things at the company, servers are being reinstalled, and there are also changes and adjustments happening in support, so everything is a bit slow at the moment. Sorry about that.

 

[4bsylon]

Hi, thanks for the reply!

I wrongly submitted the first ticket (there was no option to attachk pictures) so the day after I found the correct RMA form where could be attached and resubmitted the ticket including pictures.

I'll attach the pictures here, any input/takes from your end? This looks bad - right?

Best regards
Marcus

 

[Eddy]

That definitely looks bad, that’s true. I suspect the cooler base in the Eisbaer is also clogged with some kind of sludge. But the main problem is the Eiswolf GPU AIO rather than the Eisbaer CPU AIO.
Please send another email to support with a link to the forum so they can see the pictures. I’m not part of support, and with the large number of emails we receive, it’s hard to assign things otherwise.