Customer Suport Experiences - Good and Bad

Kev_19

Kev_19

Kev_19

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Joined
18 May 2009
Posts
329
Location
Kildare, Ireland
Having read all the posts in the Logitech thread praising them, it got me wondering what peoples experiences are with other companies.

I am currently waiting on a RMA from BeQuiet. My 750W PSU was acting up so I sent it back on 1st June, and as it stands I have still to hear whether it can be fixed or if it will be replaced. I had the PSU nearly a year so surely its only a matter of replacing it. Needless to say I will NEVER be buying another BeQuiet product again. What makes it worse is that I have no PSU that I can throw in while I wait. So its just an expensive box of parts sitting in the corner!

So are there any companies that people avoid due to bad customer support or that they continue to buy from due to their excellent products/support? Be interesting to see if a few companies keep popping up.

Update-

Received word late yesterday evening that Be Quiet have found my PSU faulty and have told OCUK to send out the new 750w model -Dark Power Pro P8 - to replace my old PSU. I am delighted with the result as I am getting a 80Plus Silver Rated PSU. Kinda makes up for the 6 week wait.
 
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BFG - Card was sent to them at my Expense, a replacement was returned to me 3 weeks later at their expense.

OCZ - Took a week to raise an RMA, once i had this, they emailed me a Returns Ticket to post the faulty ram back to them, 3 weeks later i was arguing with them RE the replacement product, as they no longer made the 2GB kit Flex kit i sent back, they replaced it with the same speed reaper kit but in 4GB.

ASUS - Faulty Striker Extreme, was told i had to send it to some back street outfit in Scotland, went to them and they had lost it. i had to claim with royal mail to get my money back. ASUS = my worst exp with returns.
 
Acer - netbook developed a common fault that made it freeze. After stating that it needs sending to the repair centre it took almost 8 weeks to get it sent. They kept bouncing me back and fourth between the Indian and UK support and only after I complained things started moving. I still had to book the DHL pickup myself (although free of charge) and then all response from them seized after I parted with it. Week later on the database it said the case was closed and still no laptop or communication from them. Then without any emails or calls it arrived another week later. Looking on the internet their support isn't the best but I didn't expect anything as horrendous as this and this is the last Acer product I'm buying.

Enermax - Second time I bought their PSU and it developed a fault (first was dead in the box), started crashing on me, etc. Got it RMAed and took under 2 weeks, but I got a good deal on OCZ one in the meantime so sold that one on. Then get email from buyer that it was dead in the box (I didn't think I would have to test it after Enermax replaced it), so wass less than amused and slightly embarrassed for selling someone a dud. It is a quality brand that gets good response from the community though so I'll reserve my judgement and put it down to bad luck that I had 3 dead PSUs with them in very short space of time.

OCUK - build my mate's PC using OCUK branded GPU. Developed a fault around 8 months after, contacted them on Monday and had a replacement by Friday and card is still going strong almost 5 years on.
 
XFX - My 6800 broke and I contacted XFX 3 times, they didn't even reply. (Thing has a lifetime warranty). I literally threw it in the bin today.

OCuK - Ordered i7 920 bundle on Monday, sent me an i5 bundle by Thursday. Rang them but was on hold for about 50 minutes and gave up (Don't blame them for being busy, but a queue notification would be nice). Rang next day, they gave me RMA and it was picked up same day (Friday). Bare in mind this had to be delivered to billing address which is my parents address in Oxford (I'm in Southampton). So my mum drove it down to me. They had told me on the phone the re-delivery could be sent to my address (Southampton). Got confirmation email yesterday of them receiving the bundle back, and that they'd send my one out ASAP. Rang up to check my worries and fortunately I did because they were going to send the bundle again back to my billing address despite saying they wouldn't. So it 'should' arrive here tomorrow. Overall the service is speedy, it was an honest mistake on their part and I don't mind about that. The whole delivery address is a little annoying but I feel that it's more of my problem than theirs considering it's my two addresses. I'll still order from OCuK again because if it'd been the correct part I'd received first time. It would have been fine.
 
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Corsair - RMA'd 2 kits of DDR2 800 (different times), replaced in under 2 weeks. Really can't fault them.

Antec - 350w bundled PSU blew (booting!), RMA response received after 2 weeks telling me to post the dead PSU to Canada at my own expense!
 
luckily i've not had to send much back

althou had a bad expeirence with one company (wont mention the name)
bought a rackmount case from them, but i couldn't use it. The description said it was compatable with most itx motherboards.

it wasn't, it had a fixed back plate, and custom front panel connectors, so could only use it with 1 motherboard.

cost me delivery to send it back, and didn't get the full value back. Cost me £100, £20 delivery, and got £70 back from them.


Had a 2 monitors from Ilyama that broke. One was fairly new, they sent a courier to replace it with a new one, no cost to me at all. 2nd was old and out of warranty, but they still replaced it via courier, althou i had to pay a small fee
 
Samsung - gf dropped her NC10 breaking the HDD as well as the hinges to close the screen. Contacted Samsung saying she had dropped it etc and they arranged for a courier to collect it the next day. 3 days later the NC10 arrived back with new HDD (clean OS install obv) and new hinges for the screen. Total cost - £0
 
antec - broken 450w psu with sonata II case, broke after 10 months. Called support and they explained the RMA process. Never got around to posting the psu to holland i think it was. Still sitting in my room.

hp - laptop had a manufacture defect and they extended the warranty without my father knowing. He took it back to pcworld they told him that he would have to buy a new one as warranty was finished. By the time i received the laptop and found out about the extended warranty HP told me it was out of warranty.

samsung - bought a samsung pixon (mistake) samsung offered ZERO updates and it still has some terrible faults that makes me wonder how they got away with selling it as a workable phone. Makes it even worse when you are on a tmobile contract with a faulty phone and samsung and tmobile just keep passing the buck and couldn't care less.

tmobile 3g broadband (usb) - the device does not work and tmobile just keep making excuses and lying about it. Biggest waste of £40 ever.

Result, never buying another samsung or hp product again (or mobile contract)
 
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evga - Emailed them saying that my 680i was faulty, I couldn't/didn't have the tools to properly diagnose. was told to send it germany excluding the extras (~15£ iirc) and got a brand new board about 2 weeks or so later. Pretty happy.
 
Belkin - Unmitigated awful. Surge protector went on the fritz so claimed a replacement on their lifetime warranty. Got RMA no. sent it off and... nothing. No replacement, no response to e-mails, no-one there to pick up the phone during times that I could call.

I'm silly about these things, but I won't buy another Belkin product again.
 
Had a Sapphire HD 3850 which died after a few months, RMA'd it with an etailer (won't mention the name) and got a brand new one back in a couple of weeks. Still unopened as I plan a new rig soon so will just sell it.
 
DELL - Had a XPS laptop. GFX wouldn't work on batteries. One hour on the phone while they remotely installed beta drivers. DVD was also DOA, and backlight on keyboard didn't work (probably wasn't plugged in). They sent a tech to replace keyboard and dvd unit. Not bad, but seriously peeved receiving a broken laptop. Good service, bad QA. Friday afternoon special?

OCUK - Rokkat Kone returned. Shoddy piece of kit. Apart from that, nothing to report, everything else was tip top.
 
Apple. Two problems in the space of a week.

First problem was a faulty screen on a Macbook Air, went to claim on the extended warranty only to be told they didn't recognise that particular problem. Spoke to several different people over the phone and was amazed at the things they came out with.

First person said they thought two years was a good lifespan for an Air, needless to say I didn't and asked to speak to a supervisor. They said had I called up about other problems with my Apple products they would be more inclined to help me. By this point I'm struggling to keep my cool and asked to speak to someone else. Got through to a customer care representative but they just went straight back to the rhetoric of "Apple doesn't recognise this problem". So I've now taken to writing to them but still haven't had a satisfactory response in what is now almost six weeks.

Next problem was with iTunes. Out of the blue I got an invoice and charged £90 for items I hadn't bought/downloaded. I knew it couldn't have been a hacked account as I only had one authorised computer.

I emailed them immediately and was quite shocked not to have got a reply by the next day. So I emailed them again and the next day and the next until finally after week I got what I can only assume was an automated reply. So I carried on emailing them and finally after two weeks I finally got a response from iTunes admitting it was their mistake.

But it didn't end here. In the response it also said iTunes has a no refund policy and I would have to take it up with my bank. Luckily my bank was very good and because of the email it only took them a couple of days to close the dispute in my favour and refund the money but I still can't believe it's right or even legal for a company to wrongly take money and then refuse to refund even after admitting fault.

I've now sold my iMac as I don't want any chance that I might have to use their non customer service again.
 
Western Digital - I have had to send back 3 "My Book's" because each of them failed. I have had to pay the postage to Germany every time but they have each been replaced within 3 weeks.
 
XFX - My 4870x2 failed sent via Overclockers who then sent it to XFX which took around 5 weeks from me first sending to Ocuk.

Enermax. PSU failed, received new one a day after they received mine.

Dell - My new Inspiron High pitched noise, collected and received back 6 days later.
 
Antec - TruePower non-modular PSU returned to Netherlands at my own expense (it is in their warranty that postage is not covered for return). Was expecting a non-modular replacement, and I did query if it was possible to get a modular replacement. They did say there may be an additional cost for an upgrade, but I didn't bother what with paying postage. In the end, a week or so later, got a modular PSU back via UPS.
 
Thermaltake : broke the 200mm fan in the roof, contacted thermaltake, 3 days later a new fan for the roof and side panel as they were not sure which one i had broke.
 
Logitech - support is first rate.
Either replacement sent out fast with no bother, or if it's support for something like their Harmony remotes they can/will update the software with specific codes if they aren't already in the DB.


I've found Samsung HDD's (Rexo handle uk support iirc), to be excellent when I've had to RMA to them, usually next day turnaround (IE get the RMA number, send the drive off, and they ship out a replacement the day they receive the RMA).

Seagate again seem pretty good with RMA's - although their UK receiving centre is not listed at the top of the list when you fill the form in, it's hidden about 5 or 6 down (it would be nice if they made it the default when you select UK as your location).
IIRC last time I used them it took about a week from me shipping the drive off to getting the replacement.


Antec - no UK support centre, meaning that their 3 year warranty on some items is pretty much worthless imo, it costs nearly as much to ship one of their lower end PSU's back to them as it would to buy a replacement (my Sonata original PSU died after 18 months, it would have cost £20+ to send it back).

Asus - their support seems exceedingly slow.
 
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