Official Statement – Warranty Case Clarification

Recently, Umart has become the subject of misleading claims circulating internationally online regarding a warranty case involving Corsair DDR5 memory products.

These claims originated from a video circulating online that referenced a single warranty case but presented conclusions without verifying the full facts with Umart before publication. Several international media outlets subsequently repeated these claims, amplifying inaccurate information.

These reports have created confusion for customers and concern within the community we serve. We would therefore like to clarify the facts.

Some commentary online has suggested that retailers may financially benefit from warranty claims when product prices increase, including allegations that retailers may retain or resell products submitted under warranty.

Umart has never refused legitimate warranty claims. We do not retain returned warranty items while issuing refunds in order to profit from price increases. When a distributor issues a credit, the faulty products remain within the supplier warranty channel and do not return to Umart for resale.

All warranty claims at Umart are handled strictly in accordance with supplier warranty procedures and Australian Consumer Law (ACL).

The warranty case referenced online involved a standard product return and supplier verification process relating to a hardware fault.

In this instance, the distributor confirmed that replacement stock was unavailable at the time, meaning a replacement could not be provided through the normal warranty channel.

As a result, Umart offered the customer a Full Refund, in accordance with Australian Consumer Law and supplier warranty procedures.

At no point did Umart attempt to avoid its legal or ethical responsibilities to the customer. This principle has guided Umart since its founding.

We would also like to thank Corsair for assisting in reviewing and helping resolve this matter. Corsair is currently reviewing the case and we are awaiting Corsair’s official statement to help clarify the facts surrounding the situation.

While we strongly dispute the claims made about Umart, we sincerely apologise for any inconvenience experienced by the customer involved.

Following internal discussions and feedback from the community, Umart has introduced an additional internal escalation and compassionate review process for complex or disputed warranty cases.

This process ensures that cases involving exceptional circumstances receive additional internal review so that we can make every reasonable effort to assist customers.

Where a warranty matter cannot be resolved through the local distributor channel, and with the customer’s agreement, Umart may also assist by contacting the product manufacturer directly on behalf of the customer to help seek a resolution.

Additional Clarification Regarding MSY Technology

We would also like to clarify questions raised regarding MSY Technology.

Umart acquired the assets of MSY Technology in 2022 but did not assume its historical liabilities.

However, as a responsible company committed to supporting customers, Umart voluntarily provided two years of warranty support for existing MSY Technology customers.