Caseking Reviews 2,356

Horrible Customer Support

Didnt offer any help, told me i have to wait weeks for them to check if there is a problem or not.

Customer service is something else

Update after Answer on this Post:
It wasnt about the speed. It was about not trying to fix the problem, being rude on the phone and telling me if i have a problem with the offered solution (which wasn't a solution) i should get a lawyer... And then got hung up on...
That is not only rude, but also has nothing to do with customer support

Wanted to surprise our son with a pre-build PC. After some searching online we found Casekings. Really great PC for a reasonable price. Shipping was fast considiring it was duiring Christmas.

I am writing this review to share my unresolved and extremely frustrating experience with Caseking regarding a high-end product sold as new but clearly not in that condition.

I ordered an Asetek bundle (wheel, base and pedals), delivered to France on December 12. The package arrived damaged (torn cardboard), which I immediately reported to the delivery driver and documented. I kept all packaging and contents.

When unpacking the product two days later, it became obvious that the bundle was most likely reconditioned, despite being sold as brand new:
• Visible marks on several parts
• Missing protective plastics and packaging
• One screw missing

All of this was reported to Caseking immediately, with photos as evidence. Unfortunately, Caseking dismissed part of the issues, ignored the missing parts, and claimed that some marks could be “factory marks”, which is very hard to believe given the overall condition.

On top of that, serious functional defects appeared during use:
• Defective pedals:
Even with no pressure applied, the brake sends erratic input signals. All settings and calibration procedures were tested. The issue persists and is getting worse over time.
• Cracking noises from the wheel:
During use, the wheel (or its connection to the base) produces loud and constant cracking noises, completely unacceptable for a premium product at this price point.
• Wheel stuck on the base:
When attempting to remove the wheel to investigate the noise, it got completely stuck. Asetek’s response was to hit the wheel to remove it, which is absolutely unacceptable advice for new, high-end equipment.

I followed all recommended procedures, provided logs, dozens of photos and videos, and exchanged many emails with both Caseking and Asetek. These issues were also shown and validated by other users on Asetek’s Discord, proving they are real and reproducible.

At this point:
• Asetek redirects responsibility to Caseking
• Caseking, as the seller, has stopped responding
• The situation is completely blocked

I firmly believe Caseking is responsible here, as they sold a product presented as new that is clearly non-compliant, possibly reconditioned, and defective.

Conclusion:
Very poor customer support, no proper handling of a serious issue, and no accountability from the seller. This is not acceptable for a retailer positioning itself in the high-end hardware market.

I strongly advise potential buyers to be extremely cautious when ordering expensive equipment from Caseking.

gave me candy for late delivry will up review to 4 stars no 5 because waited too long 24 days but candy good so its ok

Got an excellent value pc on the black Friday sales, discovered when it arrived i received the wrong cpu cooler, I reached out to them, they responded within 24 hrs and kindly sent out the cooler and I received it 2 weeks later over the busy Christmas period and told me to keep the old one. Great customer service thanks caseking.

I’m extremely happy with the PC I ordered from Caseking — the quality and performance are exactly what I hoped for (especially for the price). The build is clean, well assembled, and arrived in perfect condition.

Shipping took a bit longer than usual, but that was completely understandable due to the Black Friday rush. Throughout the entire process, the communication made a big difference.

I want to give a special thank you to the support teams at Caseking and King Mod for their fast, clear, and reassuring responses. In particular, Ricardo M., Kevin Melchert, and Anne were incredibly helpful and professional, keeping me informed and confident every step of the way.

Overall, a great experience and I would absolutely recommend Caseking to anyone looking for a high-quality custom PC and reliable customer support.

Incredible selection to choose from at very good prices. Unfortunately the logistics team did not share my contact details with the courier so I had to fight tooth and nail to actually get my order delivered and not returned back to sender. Contents were safely packed and I am happy with them.

Very happy with my experience with Caseking. I bought a new complete system with the components I chose. They were very helpful throughout the process. Special thanks to Anne, Dimitri and Ricardo, who were responsive to my many questions. The computer is well built and exactly how i pictured in my head. Very happy.

Avoid at all cost.

This is a long story, but let this be a warning to everyone.

On the 10th of September, I sent in an RMA for a motherboard that had a broken 20Gbps USB-C port. When I bought the motherboard, it cost around 430 euro new. It took a month for the motherboard to arrive in Germany from Ireland through no fault of Caseking. I waited two weeks for the RMA to go through and emailed to ask about RMA status.

I finally got the RMA two weeks after the motherboard arrived at Caseking. I got the replacement today on the 21st of October.

I open the box and was suspecting something fishy. No cellophane wrap on the motherboard box, and the tape was removed. I opened the box, and saw the ESD wrap was opened previously.

The first thing I noticed was the lack of a RAM slot clip on the 1st slot, and it looks like it was snapped off. I also noticed that the 1st NVME slot's heatsink fell off and the clip that holds it in place wasn't working.

Instead of a new, fully working board as an RMA, I got a broken, clearly used motherboard.

I don't think I need to remind Caseking that this is ILLEGAL under EU law, and I have already begun filing a complaint with the European Consumer Centre here in Ireland.

In general, customer service is fine but these shady practices have made them lose me as a customer.

UPDATE: I have officially filed an ECC complaint seeking resolution to my issues, as Caseking has failed in this regard, even after posting a reply. Here is my further experience with Caseking:
Customer service rep 1st told me that the replacement motherboard sent out was "Not used or refurbished" and was in mint condition. After I told him that it was clearly used and even broken, I was told that the motherboard sent was indeed used and matched the condition of the one I sent in, just with no issues with the 20gbps USB port. The motherboard I sent in for RMA had no physical damage apart from the properly documented trace of the 20gbps USB-C port.

Caseking customer service lied to me, tried to brush off this complaint, despite being told I would get a working replacement (which can't work if I want the 1st RAM slot filled), and they are also clearly clueless in the reply.

The ECC matter is a legal one now, and unless Caseking want to deal with this properly, it will continue.

Doing some research, I found out I am not the only one in Ireland who has experienced this treatment, I suggest anyone with poor experiences with Caseking's RMA department submit a complaint to the European Consumer Centre, as they will sort this out.

Ordered a €120 PSU which was dead on arrival. I asked how to return it and was told "you can chose the transport package by yourself but it needs to have some padding to avoid transport damages". My local post office had no boxes, so I used their largest padded envelope — the PSU box (with PSU in protective wrapping) fit snugly with no room to move.

They refused warranty replacement, citing small dents and abrasions I hadn’t noticed, likely because they weren’t there - the PSU went straight from box to build with no rough handling. First they claimed the marks were “signs of opening” (who would try open a brand new PSU?) then blamed my packaging, despite my following the instructions they gave me on request. When I pointed this out, they just bluntly refused further correspondence - disgusting customer service.

I’ve since ordered two PSUs from the 'default' major online retailer. One box came wrapped in brown paper, the other in a cardboard box with zero padding - both arrived undamaged and work perfectly.

I know I didn’t cause any damage, but I’m left out of pocket with no recourse. If you must buy from this company, don’t foolishly rely on their past reputation like I did. Document everything: video the unboxing and take photos, and take more before any returns. My failure to do so was cited as an excuse to deny my claim. Better to avoid them altogether though.

Great service when ordering, processing, payment and delivery.
Even got an reply for an question about a 4 years old invoice answered within minutes.

I ordered from them to Switzerland. I should have known there might be additional import fees, but I assume they would specify that when placing the order. Instead i found myself having to pay those fees when the package was delivered. Given that other providers like Amazon don't charge those fees. it should have been at least mentioned during the order. After reaching their support, they were not collaborative at all, and just repeatedly mentioned to read the user agreement.

I won't sugarcoat it at all, the customer support is not the best out there, nor is the responsiveness of support.

I would highly suggest being familiar with german BGB before buying from this retailer, as they have used mathematically impossible and irrelevant depreciation values against me a number of months ago to deny a partial refund, amongst things.......... Store policy does not overrule the law they are bound by, you would do well to know this when interacting with them.

This is not to say that all is bad, and the complaints department does seem a little more capable and helpful, however, I would take caution as a very important thing when shopping and interacting with them if you end up needing after sales services.

Also important to note I have a history of receiving faulty products from this company. (Over 5)

If I were to break it down for easier viewing, I would rate it as follows:

Honesty and helpfulness: 4.7/10 (I would rate this a full 5.5 if it were not for the depreciation excuse)
Finding and remedying issues/faults: 1/10
Obtaining a remedy from them: 1/10
Support response times: 6/10
Shipping protection/packaging: 10/10
Pricing: 7.5/10

If you have a faulty product..... Good luck, because there may be a lengthy battle which leads to manufacturer testing at the end of the road, which is certainly a lengthy process.

This may be a one off experience, and it may simply be that the fault I encountered is particularly hard to replicate, however I still do not know the status/if the manufacturer has found fault to this day, and it has not been pleasant to deal with a faulty product for this long.

UPDATE: with regards to Caseking's response to my review, I view this as somewhat positive but also highly misleading and unprofessional.

I highly suggest "JoJo" 's review on Google reviews as an example of how out of character and rude a typical response from caseking is.

Allow me to say, I study media analysis and other media related things....... I am far too well aware of how they are attempting to make this look genuine enough to appeal to people reading my review, and helping me, while still being rude and shifting blame to me to make it appear as though they have fulfilled their obligations fully.

The response they have decided to give, is putting the blame on me and my personal expectations as they put it, as opposed to the issues I reported for a product under two years of purchase. Much like they done with the other consumers review, they cannot accept responsibility or give a genuine response worth anything, much less a genuinely polite one.

This company is defending themselves and not using the usual rude response they give, this is PR speak. Notice how they also subtly shift the blame to me because it "didn't meet my personal expectations"..... It is not personal expectations, it is the legal aspect they are falling to fulfill.

Please be wary of this company..... For this alone, I have decided they are unworthy of the three stars I hesitantly decided on initially.

UPDATE 2:

Dear Mike,

Given that your company lied to my face about the card still being under warranty, as I have confirmed with the manufacturer recently, there is zero need nor reason for me to share the order number or anything else with you as of present.

Your company will not be getting a singular cent more from me moving forward in the future.

Service client was very fast, didn't have any issue, even as a foreigner who doesn't speak german.
My pc got fixed, and I also upgraded it, very professional

A zero isn’t an available rating, sadly.

I have been trying to reach these guys for well over two weeks now to buy a couple of systems for my wife and me. I’ve tried their customer service, info email, social media accounts, the works.

Complete and utter radio silence for a full week. After a week I got a single email reply that some of my listed components have gone out of stock since I submitted my list. Infuriating enough as that is, I bedgrudgingly submitted an updated list.

Been over a week since then. No response whatsoever to a desire to spend used car money on their stuff.

Do NOT do business with these folks, because they do NOT want your money.

I configured a gaming pc at Caseking and they delivered a real 10/10 beauty. Works absolutely perfect and the price was also extremely good compared to competitors

Perhaps not the best company, judging by customer’s experiences here, but I found my last order arriving mere days after placing a purchase. Shipments from Germany to Sweden usually take much longer.

Everything was properly packaged.

I think I initially had some trouble with receiving an order confirmation mail, but apparently my order hadn’t gone through the first time around. Not sure why. Second time it came almost immediately as it should.

No red flags on my end.

They never respond to problems customers have. As can be seen here, they only responded to 14% of negative reviews. Charged me VAT in error and won't refund it.

Edit: I believe that in the light of my experience with them, this review deserves an update.
The support person with whom I communicated initially stopped responding and that definitely doesn't help their image. Either because most people might give up since the process is not easy for non technical people who have to deal with a wall of silence or..any other reason.
A few things remain clear though:
- They are not ready for international markets
- No automated email received with order information or invoice, not sure how legal this is in EU
- Clear shipping tracking is not available, no tracking code unless you ask
- No payment method specified on return invoice, also not sure how legal this is in EU
To be fair the person from the complaints department was more helpful than the support person.
I did receive my purchase ammount but it was a rather slow process altogether.
I still wouldn't recommend purchasing anything from them if you're not in Germany, and if you are, I still can't recommend it because I don't plan on driving to purchase from a business which treats customers so recklessly and shows no intention to improve its practices because its easier to ignore a customer and hope they give up.

this company was the best, now its very bad, always use excuses to delay your order , thats so sad for a very good company that used to be