EK Apologizes for Loop Connect Software & Offers Full Refunds

[Uskompuf]

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.

View at TechPowerUp Main Site

 

[Mussels]

Wait, how bad was this software?

 

[DeathtoGnomes]

First I've heard of this, but doesnt surprise me in the least, not that its all EKs fault here. If its anything like that ASUS suite crap, users of it damn near sued ASUS because they couldnt uninstall it among other issue. What happens is these large companies go software shopping at the dime store expecting high quality work from someone claimed they are the best at what they do, which turns out to be great at bullshitting their way into getting a gig and not being able to produce anything of quality other than a pile of shit.

In the end, EK got what they $paid$ for, just like the rest of us.

 

[Ferrum Master]

I would not call EK a large company, even puting besides crapAI suite owners like Asus, who has a software dev team.

EK are blunt HW makers, for a very niche audience that still does custom loops. It might not seems so as many of here are tech geeks, thus we have a lot of ads targeted for us here. Venturing into SW support, it needs constant attention as the OS tends to break things down.

They are currently having a heck of lot of job. I waited a hefty time for even processing my purchase. Well I got an apollogy tho, but they screwed up still in a different way.

 

[4xtx]

Wait, how bad was this software?

it simply didn’t work

I had a very vanilla os and had high hopes for the controller but after 4 weeks of persisting and support emails i was told to return it for a refund

my frustration with this press release is that my issue was reported back in june with the last email from ek sent to me on july 11th claiming “a fix is coming in a few months, if you cant wait just return it”

its been another 5 and they admit defeat..

 

[katzi]

Wait, how bad was this software?

DANGEROUSLY Bad...

Whatever the fan rpm/pwm was at the time of shutdown, was what the system would be set to when you next booted it... So it could be 200rpm/2000rpm etc...

So you have to Restart the program every time you boot the PC, and reapply everything, it also doesn't remember rgb settings, and it's just Super crude and janky.

I'll be looking for a refund on mine.

 

[umano]

It is a shame because it's the kind of sofware which is really needed, flow control, pump activity and so on. This is a big fail considering how much money they ask for their loops. I don't care the object per se is cheap, the whole custom loop system is crazy expensive

 

[Ferrum Master]

It is a shame because it's the kind of sofware which is really needed, flow control, pump activity and so on. This is a big fail considering how much money they ask for their loops. I don't care the object per se is cheap, the whole custom loop system is crazy expensive

With my years doing full loops, in what place this software is needed and what you cannot do with built in Fan headers and plain BIOS PWM/Voltage control ramp configuration?

 

[Mussels]

With my years doing full loops, in what place this software is needed and what you cannot do with built in Fan headers and plain BIOS PWM/Voltage control ramp configuration?

some BIOS'es suck. I want static RPM with no curve, and a lot of BIOS wont allow that - they have minimum percentages that dont take fan differences into account at all. same with idle fan off features.

 

[Haile Selassie]

This is class action lawsuit hanging over their heads reaction.

I've had the chance to experience this POS in person and oh boy, I'd jump on the class action as well.

Best thing to describe this would be - Wish.com Commander Pro clone. Fake features, unsigned installers, dangerous behavior etc.

Things is this dilusional company thinks hardware sells the package. Any asian knockoff can do these basic logic board assemblies. There is literally only two good options and the rest isn't even worth talking about - Aquacomputer suite for hardcore crowd and Corsair Commander Pro for everyone else.

 

[Ferrum Master]

some BIOS'es suck. I want static RPM with no curve, and a lot of BIOS wont allow that - they have minimum percentages that dont take fan differences into account at all. same with idle fan off features.

Maybe I am lucky. I even had used those china knockoff X79 boards and they have one PWM controlled header where you can setup a curve. You can do plenty of things if you pair normal things. Pump runs always on max, you can route the tach RPM pin to other headers that are not controlled but does report in windows via the LPC controller, only thing you need is a Fan splitter and use same the fans, and... it works.

Well in reality a dude having a custom loop will have a proper more enthusiast grade motherboard also, so the need for such item is really questionable, the amount of market and money spent on SW/RD and support for such a single piece of tech. Nada, will not happen.

 

[Mussels]

Maybe I am lucky. I even had used those china knockoff X79 boards and they have one PWM controlled header where you can setup a curve. You can do plenty of things if you pair normal things. Pump runs always on max, you can route the tach RPM pin to other headers that are not controlled but does report in windows via the LPC controller, only thing you need is a Fan splitter and use same the fans, and... it works.

Well in reality a dude having a custom loop will have a proper more enthusiast grade motherboard also, so the need for such item is really questionable, the amount of market and money spent on SW/RD and support for such a single piece of tech. Nada, will not happen.

I went with the corsair commander pro, i can save static RPM's that it remembers at a hardware level

Handy because a BIOS update or reset wont wipe out my settings... annoying cause i need corsairs software to change anything

 

[phill]

I think I'll just stick to the good old fashioned fan controllers.....

 

[Ferrum Master]

Handy because a BIOS update or reset wont wipe out my settings...

Damn, how often do you do that? Profiles can be saved on USB...
I agree, I hate that additional software at boot too, no matter from what maker. Let it be NZXT CAM, Corsair, Razer, ASUS, GB or whatever they are not needed really, they are slow and buggy.

But the need to overcompensate something really is badly picked components in the first place. Fans do exist ar various max speed limits for a reason, even the same series. Pick Typhoons or Vardars etc... You can feed the same PWM signal to each of them from the same header. There's no need having a lot of them, as long at least one has a proper PWM curve regulation ability. I am having 5 fans on one same PWM line using a splitter. Do I really need independent RPM monitoring on each of them? - The heck no. As long they change speed everything is fine. And it should work even on dud motherboards, for exception some office OEM boards, having zero options in BIOS... as they are not meant to be pimped running on a custom loop.

Basically, this device is an overkill... You already have everything needed in the motherboard bios, if not, then your motherboard pick leaves questions, what it really is.

 

[Mussels]

Damn, how often do you do that? Profiles can be saved on USB...
I agree, I hate that additional software at boot too, no matter from what maker. Let it be NZXT CAM, Corsair, Razer, ASUS, GB or whatever they are not needed really, they are slow and buggy.

But the need to overcompensate something really is badly picked components in the first place. Fans do exist ar various max speed limits for a reason, even the same series. Pick Typhoons or Vardars etc... You can feed the same PWM signal to each of them from the same header. There's no need having a lot of them, as long at least one has a proper PWM curve regulation ability. I am having 5 fans on one same PWM line using a splitter. Do I really need independent RPM monitoring on each of them? - The heck no. As long they change speed everything is fine. And it should work even on dud motherboards, for exception some office OEM boards, having zero options in BIOS... as they are not meant to be pimped running on a custom loop.

Basically, this device is an overkill... You already have everything needed in the motherboard bios, if not, then your motherboard pick leaves questions, what it really is.

any time you update a BIOS, the profiles are wiped and cannot be restored on every brand i've ever used

I update BIOS and change CPU's a looooot more often than i change my case layouts and fans.

 

[Ferrum Master]

any time you update a BIOS, the profiles are wiped and cannot be restored on every brand i've ever used

I update BIOS and change CPU's a looooot more often than i change my case layouts and fans.

Because of your dumpster find affairs. Specific case.

Imho you can go analog... get some pen and paper and write those settings down

 

[DeathtoGnomes]

they have minimum percentages that dont take fan differences into account at all. same with idle fan off features.

Some boards makers have only 1 or 2 slot as a true PWM ( changes each % point ) while the rest are "faked" ( has threshold %, like ladder steps ). It wouldnt surprise me if newer boards still do the same thing.

Because of your dumpster find affairs.

my dumpster is a stud and has affairs with everyone!

 

[Chomiq]

This is class action lawsuit hanging over their heads reaction.

I've had the chance to experience this POS in person and oh boy, I'd jump on the class action as well.

Best thing to describe this would be - Wish.com Commander Pro clone. Fake features, unsigned installers, dangerous behavior etc.

Things is this dilusional company thinks hardware sells the package. Any asian knockoff can do these basic logic board assemblies. There is literally only two good options and the rest isn't even worth talking about - Aquacomputer suite for hardcore crowd and Corsair Commander Pro for everyone else.

I don't think they have a case of delusional company, more like case of a software project being outsourced to external company gone terribly wrong. This would explain the three month gap needed to "fix" the software.

 

[ThrashZone]

Hi,
lol yeah didn't ek recruit some corsair flunkies or was it the other way around or just a swap meet of musical chairs lol

 

[warrior420]

EK is legendary, and their reaction to this is as well. We can only appreciate still having a company as good as EK around. Cheers guys, we know you're human.

 

[Haile Selassie]

EK is legendary, and their reaction to this is as well. We can only appreciate still having a company as good as EK around. Cheers guys, we know you're human.

See, this is why companies get away with using customers as pre-alpha testers. Not sure if you're not inteligent enough or just to naive to realize this is not from the kidness of their heart, this is merely to protect themselves from being sued for selling non-functioning and/or faulty product.

And if you think they will actually fix anything... Don't hold your breath.

Really, companies must love this sheep-herd behaviour.