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ek ships with fedex.. Like the other 50k customers who had bad experience with fedex. They never attempted to deliver and i was home all day, then they claim no one was home. this is not the first t... See more
Wonderful customer service! Quality items as well, which is so nice to see after just about every other manufacturer switched to cheaper more readily available materials. It may take a little bit... See more
Company replied
Incomplete or incorrect order shipment. Support takes days to respond to any e-mailed question, no telephone support. I even reached out via Instagram and was ignored multiples times. I took days... See more
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Company details
Written by the company
Market leader in high-end PC liquid cooling solutions.
Contact info
Pod Lipami 18, 1218, Komenda, Slovenia
- https://customerservice.ekwb.com/hc/en-us/requests/new
- ekwb.com
2.9
Average
625 reviews
Hasn’t replied to negative reviews
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Premium pricing, but premium service! EK Cody
Been buying EK products since i begun building custom watercooling, 6 years ago maybe. Love their products, incredible design and performance. EK never let me down and i have faced an issue worth mentionning, that EK did provide an outstanding support.
My 4090 had its power connector melted, and after its RMA i had to order new thermal pads for it. EK had no faults in this, and i tried my luck reaching out to them. EK Cody sent me a whole new set of pads for free, and it is really the least i can say, he was incredibly kind and professionnal, very dedicated to the matter. I'm a simple man, great and warm support like that makes ALL the difference. I'd give 6 stars if i could, thank you Cody.
21 February 2024
Unprompted review
Reply from EK Water Blocks
Hey,
Thank you for sharing your experience with us!
We're thrilled to hear that you've been a fan of our products for so long and that you've had positive experiences with both the design and performance of our products.
We're sorry to hear about the issue you faced with your 4090, but we're glad that our support team was able to provide you with outstanding assistance. Cody and the rest of our team are dedicated to ensuring that our customers have the best possible experience, and we're delighted to hear that their efforts made a difference for you.
We truly appreciate your kind words and your continued support.
If you ever need further assistance or have any questions in the future, please don't hesitate to reach out.
Stay cool,
Maja (Customer Service Sales and Shipping Team Leader)
Incomplete or incorrect order shipment
Incomplete or incorrect order shipment. Support takes days to respond to any e-mailed question, no telephone support. I even reached out via Instagram and was ignored multiples times. I took days off work to do this build and now I have postpone everything. Very disappointed in this level of service.
While I appreciate the quick response on here I’ve been very vocal on social media handles and not even one simple response back, instead just being ignored everywhere.
In the order it says the items should’ve of been on the box, I’m missing a rad and tubing why is this the case??
14 February 2024
Unprompted review
Reply from EK Water Blocks
Update 2:
Hi,
I suggest that you open another support ticket with attention to me and also let me know in the ticket through which media you've tried to contact us so that I can check for you.
I'll make sure to address all your concerns.
Maja (Customer Service Sales and Shipping Team Leader)
Update:
thank you for providing additional information and allowing us to look into your case. We are actively working on improving our response times and your patience and understanding during this time is greatly appreciated.
I see that there are currently a few products out of stock in your order, so your order was split into two shipments. The second shipment should ship out once we receive the next batch of the products.
Thank you for your patience and understanding.
We're always striving to provide the best possible experience for our customers, and we'll work harder to meet your expectations.
Should you have any further questions or need any additional assistance, please do not hesitate to let us know.
With kind regards,
Maja (Customer Service Sales and Shipping Team Leader)
---
Hello,
thank you for your review.
I'm sincerely sorry to hear about your experience with the delay of your order.
From the above, we sadly cannot determine which order is in question. We would truly appreciate your sending us some more information on the matter so we can investigate it and offer assistance.
Thank you for your consideration.
With kind regards,
Maja (Customer Service Sales and Shipping Team Leader)
EK „perfect“
I can't think of much, but what I do know is that this company is simply TOP and the shipping took place at the speed of light. And if you have any questions, they will be answered competently.
19 February 2024
Unprompted review
Reply from EK Water Blocks
Hello Dominik,
thank you for sharing your review!
We're happy to hear that you had such a great experience with us. Providing top-notch service is what we strive for, and we're glad that we could meet your expectations in this regard.
If you ever need further assistance or have any questions in the future, please don't hesitate to reach out.
We truly appreciate your support and look forward to serving you again.
Stay cool,
Maja (Customer Service Sales and Shipping Team Leader)
Seeing as how my last review that gave…
Seeing as how my last review that gave them one star has somehow disappeared I will leave another 1 star review for yet another 1 star purchase should have known better than to go and purchase again after all the dumb s%it they put but hey I wasn't idiot so what happened this time bought a fitting that said it was available and should be shipped around today's date well today's date rolls around and hey guess what there is an email saying it's not available And won't be available and can't get shipped until at this unit the 1st of next month this is stupid and ridiculous when you buy something from a website and it says it has it in stock it had fu%^ing better be in stock but they don't give 2 sh$ts about their customerperiod here's a general great proof I'm a Quadriplegic And either need help to use a computer You know what I can't use a phone you know what EK has no ability to do use a phone for anything pretty much saying Hey disabled people fu/k you you can't buy our s=it and no we don't care to make the time to make it so that you can last time I checked that was a violation of the United States disable person's act But Hey does ek care nope email about it before and they pretty much told me well that sucks And with this most recent purchase I can now count 4 times yes 4 times that I should not have gone back and bought from them but I did like an idiot and they treated me like s$it every time I've only gotten one purchase that was delivered anywhere near the date they said they were going absolutely no Hey maybe we could make this better somehow on their side just well sucks for you not very happy that my review on this site has been taken down for some reason wasn't aware that was a thing makes you wonder how many other reviews are already down that Either have been paid to take down or you really don't know because they don't tell you the only way I knew mine wasn't here was by going and looking Through the reviews and loan and behold mine can't be found Well this is here's my first stop hope people get it through their heads at EK doesn't like you doesn't care about you and doesn't really give 2 s$its about their own product either they're horrible people and I will not buy another K product ever And everytime my system is posted for pictures it will stay EK did their best to make this not happen and they have no care for disabled customers they have told me to go f=ck myself pretty much more than once and made no attempts to make the process for suppbut available for people of my disability we just pretty much have to suck it because EK says we're not listening
15 February 2024
Unprompted review
Reply from EK Water Blocks
Hello,
thank you for your review.
We're sincerely sorry to see you were not satisfied with your EK experience.
Rest assured, your initial review is still visible and has not been deleted. We've only requested additional information to best assist you with your issue.
Regarding your latest order, I can confirm it's being shipped out today and should be delivered to you shortly.
Regarding the return policy, please note that our customers have the option to withdraw from their purchase within 30 days of receiving the ordered products. As you contacted us after the lapse of the 30-day notice period, we can no longer accept your return request. We sincerely appreciate your understanding.
Lastly, at the moment we do not have the option of voice command in the options menu. It will connect you with the first available agent after the menu plays out. We are currently exploring options to implement voice command functionality for our call menu, aiming to enhance the overall customer experience.
I was able to review your case in detail and I replied to your support ticket so that we can find a suitable solution for you and improve your experience with us.
With kind regards,
Maja (Customer Service Sales and Shipping Team Leader)
Customer service was great !
Customer service was great !
I had issues with my distroplate gtting white residue, thay sent me cleaning kit for free.
Unfortunately it didn't help so i got a new distro :)
RMA was nearly perfect :)
Zdravko is great employee
6 February 2024
Unprompted review
Reply from EK Water Blocks
Hello Patryk,
we appreciate your review!
We're delighted to hear that you had a positive experience with our customer service team and that they were able to assist you promptly with your distro plate issue.
We're sorry to hear that the cleaning kit didn't resolve the issue, but we're glad that we were able to provide a solution by replacing your distro plate.
If you have any further questions or need assistance in the future, please don't hesitate to reach out.
Stay cool,
Maja (Customer Service Sales and Shipping Team Leader)
Thank EKWB for great support again.
1 February 2024
Unprompted review
Reply from EK Water Blocks
Hello,
Thank you for your review!
I'm happy to hear that our customer service has been able to support you again. Your satisfaction is our priority, and we appreciate your support.
If you ever have more questions or need assistance, feel free to reach out.
Stay cool,
Maja (Customer Service Sales and Shipping Team Leader)
Matrix 7 build
Following all EKWB guides and tutorials I slowly purchased and assembled my own custom water loop.
Instructions were clear and the build looks absolutely amazing. Matrix 7 and all the guides takes alot of guess work out of the process and the end result is a very professional looking custom loop.
I did run into a problem with my CPU block, there was a tiny part missing. I reached out to customer service and was assisted by Kati K. They were extremely helpful and sent me out the missing part which arrived extremely fast considering I am located in Australia.
EKWB quality is top tier, the build looks absolutely amazing. Matrix 7 has revolutionised custom loop building by taking the guess work out and given basic builders access to professional level quality.
Besides the 1 little problem which was easily rectified I dont have anything negative to say about my experience.
Keep up the amazing work, the product development, build quality, guides, videos, customer service sets you apart from other manufacturers.
Thanks EKWB team.
29 January 2024
Unprompted review
Reply from EK Water Blocks
Hello Nathan,
Thank you for your review!
We're thrilled to hear that your custom water loop turned out amazing, and our guides, especially Matrix 7, made the process smoother for you. We apologize for the hiccup with the missing part but are delighted to know that Kati K. provided speedy and helpful assistance.
Your feedback on our product development, build quality, guides, videos, and customer service means a lot to us. We're committed to maintaining this high standard, and we truly appreciate your support.
Thank you for choosing EKWB!
Stay cool,
Maja (Customer Service Sales and Shipping Team Leader)
Customer service were very friendly and…
Customer service were very friendly and helpful, took care of my concerns quickly.
22 January 2024
Unprompted review
Reply from EK Water Blocks
Hello Bryan,
Thank you for sharing your feedback with us!
We're delighted to hear that our customer service team provided you with friendly and prompt assistance, addressing your concerns efficiently. Providing excellent service is a top priority for us, and we appreciate your acknowledgment.
If you ever have more questions or need assistance in the future, please don't hesitate to reach out. We're here to help!
Stay cool,
Maja (Customer Service Sales and Shipping Team Leader)
Great product, even better customer service
Their customer service was great. I made a mistake on my order and did not realize it till after I paid. During one of their big sales I got a great deal on all the accessories I needed but forgot a waterblock. I was able to pause my order and received a response from their team next day. I ended up changes a few items but notice the sale had ended the next day. they were happy to still give me the sale pricing on my updated items which was great. Super great team. I was helped by Nina S and Eva M.
15 January 2024
Unprompted review
Reply from EK Water Blocks
Hey Justin,
Thank you so much for taking the time to share your experience with us!
I'm happy to hear that you found our customer service helpful during the recent sale. We understand that mistakes happen, and we're glad we could assist you in pausing your order and making the necessary changes.
Our goal is to ensure a positive and seamless shopping experience for our customers, and we're glad we could meet your expectations. I'll make sure to let both Nina and Eva know you appreciate their support.
If you have any more questions or if there's anything else we can assist you with, feel free to reach out.
Stay cool,
Maja (Customer Service Sales and Shipping Team Leader)
Spare parts for ASUS R6E monoblock
I needed some screws (heads stripped upon removing for cleaning block) and new rubber gaskets. I emailed support on Jan. 10 and they responded the next day. It was easy to respond to their emails and they were quick to reply. After getting my Paypal info they sent another email and I logged into my Paypal acct. and there was the request for the amount to be approved on my account page. After approving (Jan. 12) they shipped it on Monday (Jan. 15) and I had the items on Wed. (Jan. 17) Wow! just 2 days from Slovenia to central VA, USA. Thanks EK!
17 January 2024
Unprompted review
Reply from EK Water Blocks
Hello,
thank you for the review.
I'm glad to hear our customer service was able to support you with getting the new gaskets. We strive to provide our customers with only the best every step of the way.
We're looking forward to working with you in the future.
Stay cool,
Maja (Customer Service Sales and Shipping Team Leader)
Good, but not awesome
Katja š was extremly good and she solved my mystake quickly, so my review is related to EKWB in general, i think in 2024 you should have a live chat, i wait 3 days just to make a simple change to my order (9 gen), when with a chat, the issue would have been solved in 5 minutes, still very long time for the order shipping (16 gen not shipped yet)
Support ticket Katja Š 10/10
Waiting time 6/10
Shipping time 5/10
9 January 2024
Unprompted review
Reply from EK Water Blocks
Hello Andrea,
Thank you for sharing your feedback with us. We're happy to hear that our support agent provided you with excellent assistance.
We sincerely value your suggestion regarding the introduction of live chat support. It's a constructive idea, and we're actively considering ways to enhance our customer service experience.
We apologize for any inconvenience caused by the waiting time for order changes and the shipping duration. Your concerns have been duly noted, and we are committed to addressing them to ensure a smoother experience for you and all our customers.
Thank you for choosing EKWB. We look forward to serving you better in the future.
Stay cool,
Maja (Customer Service Sales and Shipping Team Leader)
Great products and service!
The products are great and the service even more so.
The only thing that was a little sub-optimal was the order delivery time (albeit I have to admit I had some unique products in my order).
Other than that everything was great. Open and polite communication, great products.
10 January 2024
Unprompted review
Reply from EK Water Blocks
Hello,
Thank you for your positive review! We're thrilled to hear that you are satisfied with our products and the level of service you received.
We appreciate your understanding regarding the order delivery time, especially considering the uniqueness of some items in your order. We are continuously working to improve our shipping processes to provide a more efficient experience for our customers.
If there's ever anything specific you need, please don't hesitate to reach out.
Stay cool,
Maja (Customer Service Sales and Shipping Team Leader)
Good customer service.
Over all a good experience with the support, to be fair it did take 3-4 days before i got an answer but after that everything went smoothly. I‘m satisfied.
13 January 2024
Unprompted review
Reply from EK Water Blocks
Hello Maximillian,
We appreciate your honest feedback.
We're pleased to hear that, overall, you had a good experience, and we apologize for the initial delay in getting back to you. We understand the importance of timely responses, and we're actively working to improve our efficiency in this regard.
Your satisfaction is our priority, and we're glad to know that once you received assistance, everything went smoothly. If there's anything else you'd like to share or if you have further feedback, please feel free to let us know.
We value your business and look forward to serving you even better in the future.
Stay cool,
Maja (Customer Service Sales and Shipping Team Leader)
I had an issue with an installation…
I had an issue with an installation with one of their products. I had to order replacement screws for the waterblock I was installing. Not only was the representative patient with the issues I was having, they also credited the cost of the screws for me without me suggesting it. EK will continue to be my go to company!
7 January 2024
Unprompted review
Reply from EK Water Blocks
Hello Jason,
Thank you for sharing your experience with us!
We're delighted to hear that our representative was able to assist you with the replacement screws.
If you ever need further assistance or have more feedback, feel free to reach out. We value your business and look forward to serving you again.
Stay cool,
Maja (Customer Service Sales and Shipping Team Leader)
Perfect service
The customer service are really helpful with any question, and the products are just a really good quality, i feel safe buying products for cooling from EK
11 January 2024
Unprompted review
Reply from EK Water Blocks
Hello Jesper,
Thank you for your review!
We're thrilled to hear that our customer service has been helpful, and you find our products to be of good quality. Your safety and satisfaction are our top priorities.
If you ever have more questions or need assistance, feel free to reach out.
We appreciate your trust in EK!
Stay cool,
Maja (Customer Service Sales and Shipping Team Leader)
I've used EK parts for the entire loop…
I've used EK parts for the entire loop of my PC. The aesthetics of their parts are second to none in my opinion and performance is excellent. Everything has worked perfectly apart from a water block for my GPU which developed an internal leak (which seems quite common with this model judging by other people complaining online) and unfortunately a lug broke off after cleaning the block and re-fitting the PCB. However, EK sent me a replacement water block under warranty which was wonderful.
13 January 2024
Unprompted review
Reply from EK Water Blocks
Hello Robin,
Thank you for sharing your experience.
We're thrilled to hear that you've had a positive overall experience with our products. We appreciate your understanding regarding the GPU water block issue, and we're glad we could provide a replacement under warranty.
If you have any further questions or need assistance, feel free to reach out.
Stay cool,
Maja (Customer Service Sales and Shipping Team Leader)
No muss, No fuss
Asked Support a simple Tech question and got a simple answer immediately. No muss, no fuss, simple. No long form to fill out like some sites just to ask a question. That's how you do Tech Support!
9 January 2024
Unprompted review
Reply from EK Water Blocks
Hello Mike,
Thank you for your kind words!
We're delighted to hear that you found our support efficient and hassle-free.
If you ever have more questions, feel free to reach out. We're here to help!
Stay cool,
Maja (Customer Service Sales and Shipping Team Leader)
Tech support works
While the posted telephone number for tech support doesn't work, the support staff handle requests by e-mail without bovine manure, straight to the point, and answering the question presented. And my agent was a local, not someone in an Indian call center who couldn't give a rat's derriere about the case.
Thumbs up.
10 January 2024
Unprompted review
Reply from EK Water Blocks
Hello Mikko,
Thank you for your review
. We're pleased to hear that our support staff handled your requests promptly and effectively via email.
We regret any inconvenience you experienced with our phone support. We understand the importance of accessibility and are actively working on expanding our availability. While our phone support is currently limited to business hours, we appreciate your understanding, and we're committed to improving our reachability to better serve you.
If you ever need further assistance, feel free to reach out.
Stay cool,
Maja (Customer Service Sales and Shipping Team Leader)
Thank you EK
I am thankful for the support I received because it was quick in keeping with the time it took to open the ticket (Christmas holidays) l. Thank you Katja for everything. As soon as I can I will send you my build to display on the site
10 January 2024
Unprompted review
Reply from EK Water Blocks
Hello Andrea,
Thank you for your kind words and review! We're thrilled to hear that you had a positive support experience, especially during the holiday season. Katja and our team are grateful for your appreciation.
We look forward to receiving details about your build!
If you have any more questions or if there's anything else we can assist you with, don't hesitate to reach out.
Stay cool,
Maja (Customer Service Sales and Shipping Team Leader)
Fantastic Customer Support
Staff was very helpful and fast to response. Great Support and fast delivery. Hell, I've got the parts before the survey mail!
29 December 2023
Unprompted review
Reply from EK Water Blocks
Hello Tino,
Thank you for the feedback!
We're delighted to hear about your positive experience with our helpful staff, fast response, and speedy delivery. Your satisfaction is our priority, and we appreciate your support.
If you have any more feedback or questions, feel free to let us know. We're here for you!
Stay cool,
Maja (Customer Service Sales and Shipping Team Leader)
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