EK's plans to fix their software stack in 'the following three months'
Published: 7th December 2020 | Source: EKWB | Author: Mark Campbell
EK Apologizes for its EK-Loop Connect software - Offers Refunds to buyers
EK's Loop Connect hardware is a controller hub which can control multiple fans, 3-pin 5V LEDs, read temperature sensors and support upcoming products like EK's planned Flow Meter Connector and Coolant Level Indicator. With this hardware, EK planned to offer PC builders the ultimate cooling control system, and right now EK is not happy with their product.
Below is EK's press release on the matter, which details the refund process and how to apply for a full refund.
First of all, we would like to make something clear – we are not happy with the current EK® Connect software. We are working hard, so one day this product can make us proud, but we have to take care of our customers first. We have to do that instantly since time is already up.
EK was always dedicated to providing water cooling enthusiasts and PC builders with the best of what the market has to offer. We’re listening and are aware you’re not happy with our Connect software, and frankly, neither are we. The software and the way it was developed do not meet our standards and our customers’ needs. This was our first venture into software solutions, and we learned many lessons the hard way. Of course, this is not a valid excuse for our customers being left disappointed in the product they have purchased.
The new software release will make the EK-Loop Connect fully operational as it was intended to be. The software patch is expected to come out in the following three months. We will not promise any sooner dates, but we are dedicated to making it happen.
If you have run out of patience and you consider any additional waiting unacceptable, please contact our RMA team to get a full refund that is equal to the purchase value of your EK-Loop Connect controller. Customers who have placed an order for an EK-Loop Connect as a single item in the EK Webshop will be fully refunded with the value of the item and its shipping cost as well.
If you have purchased the EK-Loop Connect through any of our reseller partners, please contact the retail store directly and ask for a refund in the full value of your EK-Loop Connect controller. Customers who have placed an order for an EK-Loop Connect as a single item at any of our retailers can ask for a full refund in the value of the item and its shipping cost.
If you have any questions, feel free to contact our customer support at www.ekwb.com/customer-care .
Thank you for your patience and understanding.
Team EK
You can join the discussion on EK offering refunds for their EK-Loop Connect system on the OC3D Forums .