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Wallmonster

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  1. Disappointing but not surprising. It's the Taiwanese way. I spent four years as a product manager in Taiwan, only took a week to understand the cultural barriers that make situations like this so difficult to resolve. Cannot solve a problem because acknowledging that there is a problem might cause someone to lose "face". Overuse of the word impossible is also a problem resolving this issue. Very difficult and impossible are not synonyms. This issue could have been solved many times in the 8 months since this thread started. Instead they gave up immediately and started the default Taiwanese customer service game of "can't you just accept it". Customer service tip for Thermaltake, you cannot ever tell your customers "no" or "you cannot help them". You cannot make your problem the customers problem. Say "we are working on a solution" and then work to ensure that your customer are satisfied. I have over $600 of Thermaltake products in my machine. My case falls down a little on execution, an obvious scratch on my white case where a drill bit slid across the paint. Pretty clear that a hole had to be re-drilled after painting. Things like this happen, no product is perfect but you should always be trying to improve. On the other hand this refusal to address a simple fix of a software issue may be the last straw in preventing me from purchasing Thermaltake products in the future. Come on Thermaltake step up and run your business like adults. In Taiwan I worked with many intelligent, highly educated people that could do amazing work when motivated and empowered to do so. This is an easy opportunity to allow them to learn that they can make the "impossible" possible.
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