**14 DAYS SATISFACTION GUARANTEE!**

creed said:
This can't possibly be a legal requirement. It isn't even a requirement if ur returning something in perfect condition under DSR let alone if the item is faulty!
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What he means is that it is adequately packaged, to protect it from damage.

Please remember if the product gets damaged in transit due to poor packaging by yourself, the item would be rejected by us, just like you'd reject a parcel from a courier if it look damaged.

We've had customer once send us a full system back in one of those large tesco bags for packaging. The result was the system was absolutely destroyed by the courier, meaning it was rejected and the customer had to pursue claiming from the courier.

Packaging is important, it does not have to be the original packaging but should be equal in how it protects the goods in transit.
 
I'm not sure how this DSR works... I purchased a PSU ONLINE from you guys, took it back to the sales counter because it was faulty.

The guy on the counter said because I reported it as faulty they had to test it first, I tried to explain I was covered by DSR anyway but apparently it doesn't matter because I bought it back to the counter... What?

Really annoyed me to be honest, nearly made me not want to spend money on my other parts.
 
Gibbo said:
What he means is that it is adequately packaged, to protect it from damage.

Please remember if the product gets damaged in transit due to poor packaging by yourself, the item would be rejected by us, just like you'd reject a parcel from a courier if it look damaged.

We've had customer once send us a full system back in one of those large tesco bags for packaging. The result was the system was absolutely destroyed by the courier, meaning it was rejected and the customer had to pursue claiming from the courier.

Packaging is important, it does not have to be the original packaging but should be equal in how it protects the goods in transit.
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I agree but surely this is a two-way street :(
http://forums.overclockers.co.uk/showthread.php?t=18393300

I don't want to keep banging on about it but i'm still annoyed! I have an order in my basket since saturday but i'm anxious the same will happen again.

Please in a box! i don't have time to be sending things back!
 
tayto_0 said:
I agree but surely this is a two-way street :(
http://forums.overclockers.co.uk/showthread.php?t=18393300

I don't want to keep banging on about it but i'm still annoyed! I have an order in my basket since saturday but i'm anxious the same will happen again.

Please in a box! i don't have time to be sending things back!
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I haven't seen that thread myself. - Please use the customer service section to get staff attention, unfortunately I do not see everything which happens in the forum and it can get lost if it is in the public section.

I will notify the warehouse manager so he is aware of this.

Are you able to post your order number in the customer service section so I can look into this in more detail? Thanks. :)
 
5UB said:
I haven't seen that thread myself. - Please use the customer service section to get staff attention, unfortunately I do not see everything which happens in the forum and it can get lost if it is in the public section.

I will notify the warehouse manager so he is aware of this.

Are you able to post your order number in the customer service section so I can look into this in more detail? Thanks. :)
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I seen the same issue.

The Asus HD7970-DC2T-3GD5 TOP card I received last week only had bubble wrapped around the video card box. Had no bubble wrapped at the ends of the box just brown tape. Placed into a plastic shipping bag.

I just removed the brown tape at the ends and pushed the box out, I still have the package.
 
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5UB said:
Is the product damaged? Or just the packaging?
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I was lucky that the package only had slight corner box damage.

Would been better if bubble wrapped was used end to end as well just to give extra protection

This is the same card that I posted about in the customer service section that I am having problems with.
 
The situation was corrected as one of the technicians reported the item as faulty so I got a refund. (Ended up purchasing a more expensive model anyway)

Just makes me wonder what if the fault wasn't present when the technician tested it and the sales assistant didn't understand rules around the DSR. I would have probably been sent back home with a faulty item.
 
Tom_D said:
The situation was corrected as one of the technicians reported the item as faulty so I got a refund. (Ended up purchasing a more expensive model anyway)

Just makes me wonder what if the fault wasn't present when the technician tested it and the sales assistant didn't understand rules around the DSR. I would have probably been sent back home with a faulty item.
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In that case, you don't leave till you speak to a manager :)
 
Good move by OcUK regarding the Guarantee. :)


tayto_0 said:
I agree but surely this is a two-way street :(
http://forums.overclockers.co.uk/showthread.php?t=18393300

I don't want to keep banging on about it but i'm still annoyed! I have an order in my basket since saturday but i'm anxious the same will happen again.

Please in a box! i don't have time to be sending things back!
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Alas this has been going on a while i feel, i had the same back in August 2010 with a 480 i bought. (which i posted about in the CS section of the forum.)

Then the same with a 580, A £300 card sent in a plastic bag with a token piece of bubble wrap pushed in the top for good measure in my opinion isn't good enough. however luckily the card was undamaged and the box only had a couple of small dents on the corners, but it did put me off ordering from OcUK again... :(

zkEHw.jpg
 
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I shall address this packaging issue first thing, warehouse know that everything should go in a box and then ship out for better protection.
 
I ordered my 7850 with a competitor and they used the bubblewr.....hold on, I'm not sure there was actually any bubblewrap on it now I'm thinking about it. It arrived in one piece though and box in fine condition. Either way I was surprised that it wasn't in a box and only a bag.

Be good if OCuk can address the issue, and be one up on competitors in that aspect.
 
Maybe enable a way for consumers opening threads on the customer service forum to let the thread be public? It's all about transparency really, there shouldn't be anything to hide. Fair enough some people will want it to remain private but for those that don't mind I think it will be good for future customers.

Other retailers do it so maybe you can follow?
 
garriec said:
Maybe enable a way for consumers opening threads on the customer service forum to let the thread be public? It's all about transparency really, there shouldn't be anything to hide. Fair enough some people will want it to remain private but for those that don't mind I think it will be good for future customers.

Other retailers do it so maybe you can follow?
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I am pretty certain this will not happen.

Main reason, customer protection. - I attach invoices to posts, which has the customers private details on. I deal with address amendments on orders. I deal with card details and confirmation. Fraud issues or security validation issues. Order amendments and so much more that is just not allowed to be public.

However there is one thing I can make visible. I can openly say that everyone, and I mean everyone I deal with has a response, not only that every customer on this forum I have dealt with has been happy and the issue has been resolved.

I know this is a broad statement, however I am confident and I know I can say this publicly because it is true.

Here is an insight to the customer service section what I deal with.

Pre-Sales:
http://files.upit.me/1335253181.png

You will notice all threads are answered within work hours, hell there is even a thread there answered out of work hours! :) And I can guarantee every thread visible there has had the best answer given, and I am pretty certain they are all happy with the reply. Same goes to all the other 2,262 threads in that section. :)

Orders:
http://files.upit.me/1335250613.png

Same again, all answered. I ensure that I am the last poster, so the customer is not hanging or ignored.

I would love to post publicly some of the threads, I could do that however it could make me look bias that I am pulling out just the "good" threads. How about if Cleecoo and littlepuppy replied in this thread, maybe a good idea, if you look in the screenshots, you can see how often they order and use the CS forum (the CS forum is rarely negative by the way, most of the times it is questions or amendments). :)

An easy way to see if the Customer Service section is any good, well use it and see what you think if you need to. :)
 
V_R said:
Alas this has been going on a while i feel, i had the same back in August 2010 with a 480 i bought. (which i posted about in the CS section of the forum.)

Then the same with a 580, A £300 card sent in a plastic bag with a token piece of bubble wrap pushed in the top for good measure in my opinion isn't good enough. however luckily the card was undamaged and the box only had a couple of small dents on the corners, but it did put me off ordering from OcUK again... :(
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I have to say that's disgraceful! I just don't understand how a business selling expensive high end components to computer enthusiasts can allow this kind of thing to happen?

Gibbo said:
I shall address this packaging issue first thing, warehouse know that everything should go in a box and then ship out for better protection.
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Hopefully you can sort this out Gibbo. In fairness out of the 20+ times i've ordered from ocuk in about 5 years this is the first time i've had parts sent like this.

5UB said:
I haven't seen that thread myself. - Please use the customer service section to get staff attention, unfortunately I do not see everything which happens in the forum and it can get lost if it is in the public section.

I will notify the warehouse manager so he is aware of this.

Are you able to post your order number in the customer service section so I can look into this in more detail? Thanks. :)
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Thanks 5UB but i've already posted in the customer service section and got a response. I'll trust you the thread if i can :confused:

Btw i don't doubt the work yourself ,Gibbo and others put in here it's just annoying when the same week parcels from the US and germany containing cables ,wiring and fittings are packaged carefully in cardboard boxes while the fragile and more expensive parts from Ocuk came in a bag.
 
With regarding to the packaging issue. Me and Gibbo are on the case. We will get it sorted first thing this morning.

Got your Trust message, thanks. :)
 
Thats good to see 5UB, I will have no problem ordering form you if i know it will be packaged well. :)

...and it's about time i had an upgrade, its been ages! :o

EDIT: Also, 5UB, your a busy man in the CS Section! Kudos to you for that. :cool:
 
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