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Forum Members of Graphics Cards

  • Thread starter Thread starter rjk
  • Start date Start date
littlepuppy said:
RJK - I have great respect for you and the team and put a LOT of business your way.
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i would like to echo this. i have never had an issue with OCUK, and i have had to RMA with you, and i thought, out of all the companies we deal with, you were the quickest and easiest to get answers from than any other.
i dont get why at the moment there are sooo many anti ocuk threads/posts popping up, as i have had nothing but excellent service from them. maybe you get treated the same way you treat them.
 
I participated in this thread and held my tongue very well, since I know there is a little conflict of interest. It is very easy to forget this and end up saying saying something negative (quite unintentionally) that immediately appears "anti OCuk".

I have not experienced anything bad from OCuk but the law of averages says someone somewhere has.
 
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littlepuppy said:
RJK - I have great respect for you and the team and put a LOT of business your way.. I would like to know for my own peace of mind that the op was sorted out..... I hardly ever RMA and have never had a prob but I would like to think that there is a happy ending to the story - would you mind letting us know.
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paradisiac said:
i would like to echo this. i have never had an issue with OCUK, and i have had to RMA with you, and i thought, out of all the companies we deal with, you were the quickest and easiest to get answers from than any other.
i dont get why at the moment there are sooo many anti ocuk threads/posts popping up, as i have had nothing but excellent service from them. maybe you get treated the same way you treat them.
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appreciate the kind words gents :)

TerryH said:
I have not experienced anything bad from OCuk but the law of averages says someone somewhere has.
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thats the problem we tend to find. if someone has a bad experience or something goes the wrong way for a customer, they tend to post about it.

for instance, i ordered some watercooling fittings from the states last week and they arrived within three days!
now if i had posted about it:
"hey look, i placed an order and the company i placed it with shipped it to me and i am happy with aforementioned order"
it would only be met with a string of 'cool story bro' type posts.

im not saying nobody cares about good CS, but people generally dont take time to praise.

Myself an Nath are dealing directly with the customer and alternatives have been offered to him. as for the progress of the thread, it can go whatever way you guys want, as long as my warning in the op of this thread is taken on board.

liberties are being taken on a lot of the sections of these forums at the moment especially with attitudes towards the business that pays for the forums that you guys use. this needs to change.
 
Very true. For every item I sell on the web, people are most likely to leave feedback usually if something is wrong, rather than if their expectations are met. Thankfully, no negative comments yet.
 
rjkoneill said:
appreciate the kind words gents :)



thats the problem we tend to find. if someone has a bad experience or something goes the wrong way for a customer, they tend to post about it.

for instance, i ordered some watercooling fittings from the states last week and they arrived within three days!
now if i had posted about it:
"hey look, i placed an order and the company i placed it with shipped it to me and i am happy with aforementioned order"
it would only be met with a string of 'cool story bro' type posts.

im not saying nobody cares about good CS, but people generally dont take time to praise.

Myself an Nath are dealing directly with the customer and alternatives have been offered to him. as for the progress of the thread, it can go whatever way you guys want, as long as my warning in the op of this thread is taken on board.

liberties are being taken on a lot of the sections of these forums at the moment especially with attitudes towards the business that pays for the forums that you guys use. this needs to change.
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I take the time to praise where it is due - check my post in the thread in question.

Playing Devil's Advocate for a moment though, would the situation have reached the current potential conclusion if the OP didn't approach the issue on the forum? I believe that may be what is riling some people up - the fact it is only being dealt with so well currently is due to the exposure the issues have received.

Saying that, I have 2 RMAs currently and regardless, I would not post about them in this manner if for whatever reason they turn sour. I am keenly aware that people do tend to post to complain, and not to praise. Such is human fallacy.
 
Hearing from Nath, Rjk, and Gibbo over issues like this gives me the confidence

to continue using OcUk for my needs.

The forums also gives a personal touch so often lacking in retail these days.
 
Dsteviedee said:
Hearing from Nath, Rjk, and Gibbo over issues like this gives me the confidence

to continue using OcUk for my needs.

The forums also gives a personal touch so often lacking in retail these days.
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Agree 100 pcnt, I wouldn't be here at all if the CS sucked.
 
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I'm not trying to make an arguement, or detract from the purpose of this thread, but what do I do when I'm not getting a reply, from the webnote or the forums?

I'm currently in dispute with OcUK over an item, and after using the Complaints form on the webnote system (to have the issue dealt with by a manager), I get extremely late replies, (the last 2 have taken a week for a reply and I'm still waiting on the latest), and although I asked for an update this weekend, and have posted in the CS forum today, I'm still sat waiting, and don't have the time to be calling during normal calling hours and last time I did, and asked to speak to a manager I was informed I was not able to speak to him.
 
Firenze - you could ask 5UB? He has been very helpful to me so far.

You could also contact the manufacturer directly.

There are other avenues you can explore, but those are generally reserved for 'worst case' situations which hopefully never need to be used.
 
From my ignorant perspective, he appears to run the Customer Service 'Order Queries' section. Make a thread there and he will get back to you. :)
 
rjkoneill said:
appreciate the kind words gents :)


thats the problem we tend to find. if someone has a bad experience or something goes the wrong way for a customer, they tend to post about it.

for instance, i ordered some watercooling fittings from the states last week and they arrived within three days!
now if i had posted about it:
"hey look, i placed an order and the company i placed it with shipped it to me and i am happy with aforementioned order"
it would only be met with a string of 'cool story bro' type posts.

im not saying nobody cares about good CS, but people generally dont take time to praise.

Myself an Nath are dealing directly with the customer and alternatives have been offered to him. as for the progress of the thread, it can go whatever way you guys want, as long as my warning in the op of this thread is taken on board.

liberties are being taken on a lot of the sections of these forums at the moment especially with attitudes towards the business that pays for the forums that you guys use. this needs to change.
Click to expand...


This is very true about positive feedback. I would like to take this time to thank OcUK for the great RMA that I was a bit unwary about sending. But in the end I got the result I was looking for and 100% satisfied with the RMA!!
 
I have to say OCuk have always been great with me even giving me a discount on my next order when one went sour. Very true that people will always take the time to post if something is wrong. I do think however most people will only post these such issues on the forum if other avenues are not yielding the result they want. I would also like to know what the OP is finally offered. To be honest he seemed pretty reasonable. I am sure all he wants is an equivalent card to what he had. I am not sure why that would be considered unreasonable? stories like this and their outcomes do effect my future buying at OCuk. So this is good or bad PR depending... I have to say though OCUk get big brownie points from me for not silencing this and making it go away. That's a big gamble especially if your customer is being dishonest. I bet that happens a lot too.

I personally don't think he should be offered a 6990 as that puts OCUk out of pocket. They could contact xfx on his behalf and try for one though. I am sure your buying power can afford you guys a win like that though it might set a precedence. Its certainly difficult and you CS guys have my sympathy for sure.

Thanks for be honest guys that speaks volumes about you. I eagerly await the outcome result.
 
i have NEVER had any probs with the fellas at OCUK infact they are the best i think to deal with youl have my support and CASH in future ive always found that they are very help they were when i had to RMA my bundle and they were very quick gettin it sorted for me.
 
Whilst my RMA's with OcUK haven't been the smoothest, I have to say that they always take the time to help when you do need it. I am extremely busy during the day and use the CS forums a lot and i'd like to take the time now to say a big thankyou to rjkoneill and 5UB, especially for being so patient with me when I am often unreasonable.



However, the people on the phones aren't always the greatest to deal with :(
 
Many thanks for the feedback, always appreciated (shall pass it onto rjkoneill too, however I am sure he will see it in this thread as he created it). :)

I mainly run the Pre-Sales and Orders part of the CS section of the forum. As regards to RMA/Returns, this is dealt with mainly by rjkoneill.

There are lots of people that I work with that do an amazing job, and I am happy to be around them all as they are all awesome. :)
 
From my viewpoint, rarely being involved in the aftercare customer service side of OcUK due to my role within the company (however in my previous jobs I was running customer service departments) then OcUK do offer a good service in general. Yes, there is room for improvement, there ALWAYS is room for improvement! I know OcUK has been slated in the past for "poor" aftercare service, but I also know that this is something that we have strived to improve over the past 3 or 4 years, we are improving and learning daily and weekly - and these kind of examples show this.

What I must point out though is that for a company who ship out around 1000 orders a day to have such a small amount of problematic issues is quite good, especially as the company has a fairly small team of people. The main point is that everybody within the company does care and we are not just here to earn a dollar. We all love OcUK - almost half of the staff have been recruited from being a customer in one way or another. Myself, I was a customer for 5-6 years and a regular on this very forum. Having 5-6k posts when I started working for OcUK.

As for complaints, typically if 10 customer gets good service then 1 will tell a friend, however for every 10 customers who feel that they have had poor customer then 7 will tell there friends. So when you see complaints about a company (not just OcUK) then I tend to take it with a pinch of salt. Companies do not get things right every time, all the time, but what does make a company better is being able to succesfully resolve the problems, I think OcUK are pretty good at this now.

If our customer service was as bad as some people make out do you honestly think that we would still be successful after 12 years of trading?
The correct answer is No! In fact OcUK is growing year on year, so something must be going right.

I would like to thank each and every customer for making OcUK possible, I enjoy working for the company and believe that it offers something a little different to most computer component resellers online.
 
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