Clxgaming

Thank you for choosing CLX - not just once, but thrice! We're glad that you've been so pleased with our products and us in the past, and want to sincerely apologize for both the damage sustained by the chassis, and the inadvertent lapse in communication. With regard to that lapse, we are grateful for the feedback you provided here. This is because although we believe that you sent an email, in looking for it after seeing your feedback, we have been unable to locate it, so we believe it did not reach us (perhaps being caught by an overzealous filter) and the feedback alerted us to the situation, so that we could address and remedy it. We hope to establish communications in the immediate future, and to that end, a member of our Support Team has already reached out both by phone and email. We look forward to helping you, and maintaining the high level of service and support you have rightfully come to expect from us over the years!

Greg, we thank you for your choice of CLX, and sincerely apologize for the network connection issue that developed. With regard to our response time in this particular instance, two emails and a call were received on a workday, prior to the start of Support Hours. We should, and normally would, have reached out to you that same day. Regrettably, it did take a bit longer than normal to respond to your message, with our reply occurring the next day instead, for which we also apologize. After reaching out to you, we did discuss options for addressing the issue, and while every effort would have been made to remedy the issue without the need to have the system sent to our facility, there was the possibility that a "hands-on" approach would be needed. With regard to covering the cost to have a local shop perform repairs, while we can certainly understand making the decision to have that done, we - as most companies - only cover repairs made under terms of the manufacturer warranty. The warranty in this instance is for 1 Year Parts, Lifetime Labor, for parts and service provided by us, and performed by our personnel. Please note that the quoted potential turnaround time can be higher for an issue with an uncertain or unknown cause. Further, many service situations are completed well ahead of the quoted time. We also mentioned that we could assist with remote troubleshooting, in the hope of a solution to the issue without the need to ship it to our facility. Unfortunately, despite multiple attempts by both phone and email, to reach and assist you, after early afternoon the day after initial contact, we were unable to reconnect with you. We are of course still happy to help, should communications be reestablished. Thank you again and we hope to hear from, and assist, you soon!

Bryce, thank you for choosing CLX! We regret, and apologize, that the initial out-of-box experience wasn't the one any of us wanted you to have, but were certainly happy to help and make your overall experience a positive one. Thank you again!