An Australian consumer, Goran, attempted to return a faulty Corsair DDR5 memory kit under warranty at retailer Umart. Instead of a direct replacement, Umart offered only a refund at the original purchase price, which is now 3.5x to 4x lower than current market prices, arguing a replacement would constitute an "upgrade."
The retailer further complicated the situation by stating it had forwarded the faulty RAM to its supplier, preventing Goran from pursuing a warranty claim directly with Corsair. This case, highlighted by the Hardware Unboxed channel, has sparked controversy regarding retailer obligations under Australian Consumer Law and has revealed other similar complaints against Umart's warranty practices.
The main topics covered are a consumer warranty dispute, a retailer's controversial interpretation of consumer law, and the impact of drastic RAM price increases on warranty claims.
Retailer denies memory replacement due to 4x increase in DDR5 pricing, says price increase would equate to an 'upgrade' for the customer — Australian retailer refuses to replace faulty Corsair kit
The RAM crisis is unfair for everyone, but some situations absolutely beggar belief.
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The ongoing RAM chip crisis is bulldozing everything in its path, and both retailers and memory kit manufacturers are feeling the sting whenever they need to replace a kit under warranty. But some stores can be particularly vicious about this, as an Australian buyer says they discovered Goran when they returned a faulty Corsair 32 GB DDR5-5600 kit to Umart — one of the nation's largest specialist PC hardware retailers — for a warranty claim.
In a story covered closely by the Hardware Unboxed channel, the store took his faulty DIMMs (bought in 2024) and confirmed the failure with a PassMark test, but then told Goran that he would not be receiving a replacement kit. Instead, it offered a refund for the original price of 155 AUD — a mere pittance, considering comparable kits now command between 500 and 600 AUD, or a 3.5x to 4x increase.
Despite currently having many similar kits in stock, the store told Goran that a replacement would be an "upgrade." Had Goran taken the offer, he'd have had to dole out another 400 AUD or more for a similar set.
Naturally, he refused the offer and brought up Australian consumer law, which is quite similar to the European one for these matters. In a simplified form, retailers are responsible for warranty claims and must replace or refund the defective item; then they take the issue to the manufacturer. When confronted by Goran, Umart went to the trouble of quoting the Australian Consumer Law but made a seemingly byzantine and twisted interpretation of it, reiterating that a refund at the original price was the proper remedy.
Savvy PC builders are probably thinking right now that at this point Goran could just save himself the trouble and head straight to Corsair's RMA page, as his set carries the usual manufacturer's limited lifetime warranty. That's when this story gets really interesting, as Umart displayed some serious chutzpa by effectively taking the DIMMs hostage.
The store said it couldn't send the RAM back as it had been "forwarded to the authorized supplier," who "issued a credit in place of replacement stock." So, not only could Goran no longer ask Corsair for a direct RMA, but Umart may have gotten a refund at today's pricing and pocketed the difference. Even still, Goran soldiered on and sent all the information to Corsair support, which promptly went on radio silence for three weeks. That's when Hardware Unboxed stepped in to help clear up the situation, even offering to lend Goran one of their memory kits in the meantime.
Corsair did end up replying to the channel stating that it was handling Goran's case — though the host naturally raised the question of whether the company had done because of the well-known influencer privilege. For its part, Umart essentially reiterated its existing position with a noncommittal statement posted as a comment to the Hardware Unboxed video. That did not sit well with people, and the channel replied back saying it now has collected more similar stories with Umart's warranty services — it's safe to say this story is probably not over.
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Bruno Ferreira is a contributing writer for Tom's Hardware. He has decades of experience with PC hardware and assorted sundries, alongside a career as a developer. He's obsessed with detail and has a tendency to ramble on the topics he loves. When not doing that, he's usually playing games, or at live music shows and festivals.
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