Forum Customer Service - Your Feedback

fiveub

fiveub

fiveub

OcUK Staff
Joined
12 Apr 2008
Posts
49,333
Location
OcUK HQ
As most of you already know, I manage the Pre-Sales Queries and Order Queries in the Customer Service section of the forum.

My aim is to ensure all customers have a reply, no matter what the circumstances, and the replies have to be quick and the resolution has to have a fast turn around time. But not only that, if a customer is unhappy, I like to turn it around to a positive experience to ensure that EVERY customer has some reasonable feedback or resolution to the query or problem, even if it means myself having to go out of my way.

It has taken me some time to keep the customer service section at a very high standard and it seems to have turned out quite well over the past couple of years.

This thread is just to politely ask you (customers) as to how either myself could improve, or if that section could be improved in any way.

Let me know here and I shall add it to a list of things I am working on currently, and it shall be looked into.

Thank you! :)
 
I have no complaints, just suggestions :)

- If possible, use a form for submission. This would help you get vital details from the customer and improve turn around time.

- Send free haribo to customers with problems? :)
 
Customer service is pretty good at OcUK, only issues I have are with your review human game checker thing which just stops me being able to review any products (you know, being a bot and all, obviously :rolleyes:...) and I did have issues with item deliveries, but that appears to have been sorted with your new more informative system.

I am generally happy with the way your customer service system operates, except it doesn't alert you of replies from the forums home page, only tells you someone posted if it hasn't yet been answered.
 
Nothing I can suggest to improve upon that side of the service really. If certain companies' employees (I'm looking at you Steam) took half the effort 5UB does then I'm sure anti-corporate sentiments would not be so popular.

So I have one suggestion 5UB - get yourself cloned and spread round a bit! :p

Can't help but sound like a sycophant when talking about 5UB's service, but it really is top notch.
 
Never had any issues at all tbh, every time I get a quick helpful reply. RMA's are sorted same day, even on occasion going above and beyond what's asked.

Improvements? I can't think of any. Possibly make others more aware of the cs part of the forum? As any complaints I've read have been about customers trying to get something sorted over the phone.
 
I think that with your returns policy, on b grade goods, it should be extended over christmas. Just last year I bought a B grade Z68 board, and some of the ports blew 3 days outside of the (30 day i think?) warranty. Anyways, I was told on the phone "oh theres nothing we can do its not in our warranty) I purchased it the week before christmas and I felt this was a bit of a poor show really, lots of companies do this. Luckily the forum guys advised me to go direct to manufacturer to get a replacement, which I did. But I just wished OCUK wouldve been more helpful.

Other than that, I cant think of anything else.
 
Pretty good I would say, always gotten a quick response.
Maybe have fields to fill in like a form so you get all the necessary information to help in the first message.
 
Give Bailey a rise :p

Oh and also, is it possible to make it so if you get a staff member through the forums to open up an RMA for you, you can then track it on the site like you can if you open it with WebNote?
 
I don't think there's much to improve on, i have received such great service through the forums. You guys go the extra mile as well which is a great comfort when somethings gone wrong.

I'd worry more about the people who answer your phones they allways sound miserable, well the people i have spoken to anyway :)
 
I was very happy with both my experiences. The service was great - quick, polite, helpful and all the problems were sorted.
 
Only used it once, got a reply 2 minutes later. Can't say I'd be the best at reviewing it but from my experience it was most helpful and ridiculously fast.
 
The customer service I experience through the forums is second to none, absolutely fantastic. Any queries I have had have been answered by you or one of your colleagues in a timely, professional and friendly manner.

The technical support I have experienced has been great as well. I particularly like how if you don't know the answer to something, you will look into it further or else be honest and say that you do not know, whereas some other companies may give un-helpful advice instead.

If I had any complaints it would be that from what I have heard (this is not from first hand experience) the non-forum based support seems to be lacking, and I have seen a fair few complaints about it (particularly regarding webnotes being missed or not replied to for a fair while). I suggest to people that they join the forums, but they don't think they should have to sign up to a forum to get better customer support. I can't say much more on the matter because as I said, I haven't ever had such problems first hand.

Overall you do a great job, and the forum based support is one reason why I only buy from OcUK :)

If a product at OcUK is slightly more expensive than a competitor price, I will buy here for peace of mind. If a product at OcUK is much more expensive than a competitor price, or is not stocked, I generally ask why and why not before going elsewhere :)
 
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As an aside would be nice to be able to give some recognition to the employees who do go the extra mile (not really sure whats in place).

Awhile back when I ordered a laptop I had problems with visa secure (not an OcUK fault) and the first customer service person I dealt with seemed completely disinterested - not faulting them as such - they were just doing their job but without any enthusiasm - but on the second stage of sorting it after going to and fro from my bank I dealt with IIRC someone called Sam who seemed really motivated to get it sorted and bent over backwards to make sure the order was rushed through for next day delivery (technically the deadline had past) for the inconvenience even tho most of it wasn't OcUK's fault.
 
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