OCUK....!!

loco

loco

loco

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Joined
31 Jan 2006
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339
I have just spent the last month discussing & organising my Custom Pc build.
And I would just like to say the experience with ocuk had been fantastic.
Damien white and Ritch have both been really great in helping me finalise my build
When your spending over 2k on a system you want some reassurance on having bought the right kit and advise on the build itself.
These guys really do have fantastic knowledge on there products and are always willing to go that extra mile to help.
So big thanks to these chaps
And to OCUK who I have been buying products from for the last 10 years. ..
:)
 
Yep, btw is there one or two Rich's working at OCUK? I was on the phone to one yesterday not sure if it is rjk or another Rich :p But again was great service :)
 
Glad you have had a good experience. I've had some good ones too. But have to say - my latest personal experience of OcUK Customer Service is absolutely shocking. And I would urge RJK, Gibbo and any other OcUK bigwigs who are interested in seeing what the problem is, to please study this private thread: http://forums.overclockers.co.uk/showthread.php?t=18684376

All boils down to me expressing my choice for the RMA of a video card to be carried out through OcUK. And this was turned down, and "only 12 months with OcUK" thrown at me, and that I "needed to" RMA through the manufacturer. It is officially stated on the OcUK Support webpage that you have a choice who to RMA with. This has also been confirmed by Gibbo and other OcUK staff on the forums in the past. On the Support page, it states that the time-frame is product warranty (not "12 months").

I have asked the OcUK employee I'm dealing with to link me to where OcUK publicly state to the customer that the time-frame is just 12 months instead of the product warranty (length) stated on the Support page. And the best I have got out of him (after a LOT of being given the runaround) is the admission that: "We don't specifically state 12 months." (And that's because it specifically states product warranty...)

And he's failing to take responsibility for being the very person who turned down my request for RMA through OcUK.

And now the problem is that the manufacturer, whom I was forced to deal with, is taking a lot of time to replace my video card, and they don't expect the replacement to arrive at their base until Friday next week (and there is no assurance that it even will arrive by then), which is beyond the 28 day window that OcUK guarantees before offering the customer a refund.

Yesterday, I told the OcUK person I'm dealing with that if I have not been issued a tracking number for the replacement card by Tuesday 1st September, then I'd be taking advantage of the refund OcUK offers for a return taking longer than 28 days. His reply: "We only offer refunds on products RMA'd through us."

Absolutely ridiculous. He was the one who turned down my choice of OcUK, and then he tells me oh no refund because you RMA'd through the manufacturer. So I'm being given the runaround, and he is failing to take responsibility for his words and is failing to honour the OcUK promise to customers: (1) Choice of whom to RMA with, (2) Refund after 28 days with no return.

I even told him that if he wanted to suggest an alternative solution which would make both parties happy, then to go ahead. But the attitude is all wrong and no alternative solution has been offered - just repeatedly told that the RMA is through KFA2 and you will have to wait for them to replace it. So basically, I'm getting told: you were a sucker for doing as I said and now you have to lump it, and no I won't take responsibility for being the one responsible for you not being able to get a refund.

The irony is the following:

Had the RMA been done through OcUK and taken less time = better than having done it through KFA2 as I was told I had to. And I'd be happy.

Had the RMA been done through OcUK and taken this long = refund. And I'd be happy.

I mean, the reason OcUK states 28 days is surely because they feel that's quite enough time for a customer to be without a product purchased from them? Are members of staff now being told to deny requests for OcUK RMA's, to avoid refunds, despite the categorical assurances of choice/refund? Or what is going on, please?

Other times, I have lauded their customer service and written favourable reviews and commented how well guys like Sam, Damo and StigBourne have treated me. But this time? Not happy. And if nobody sorts me out, you will lose a customer. If a company doesn't honour their word to their customers, that's them and me done.

Danny



1. After the product is 28 days old you can either RMA with ourselves or the manufacturer.

To clarify this means you can either RMA back to ourselves or the manufacturer, the choice is yours.

So for instance it makes sense to RMA back to us, if the manufacturer does not have for say instance a UK RMA support facility, for example Sapphire. So with Sapphire you'd RMA the product with OcUK in the 2yr period, we will honour the warranty for the full 2yr period, or in the case of Asus 3yr etc. As we understand some manufacturers are not so easy to deal with and here at OcUK we want to ensure you get truly the best service and support.

However in some circumstances the manufacturer can offer a better service and quicker turn around time, for example KFA2, Gigabyte, Hard drive manufacturers and EVGA are famous for top level customer service and RMA support with quick turn around times. With these manufacturers we'd recommend you deal with them, simply as they can support and turn the product around quicker giving better service. Though again of course if the customer wishes we will deal with the product ourselves for them. What I would insist though is with printers, laptops and monitors after 28 days it is very advisable to deal with the manufacturer because many of them are actually on-site warranties which are the best and obviously like all other Etailors OcUK does not offer on-site warranties.

So just to clarify, after 28 days the choice is yours, you can deal with the manufacturer or OcUK, we will be happy to assist and do the best we can to offer the best service and attempt to get ourselves regarded as the best online etailor when it comes to RMA service.

http://forums.overclockers.co.uk/showpost.php?p=21715391&postcount=1
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How long will it take?
Items returned for full refund will normally be processed within one week.
Items returned for repair/replacement are sent to the manufacturer under warranty and the turnaround time can vary. Overclockers UK will try to return the items to you as soon as possible. If we are unable to return the items to you within 28 days, we will give you the option of a refund.
Depending on the age of the items, the refund may include a deduction for the length of time you have used them.

https://www.overclockers.co.uk/support.php
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Danny75 said:
Glad you have had a good experience. I've had some good ones too. But have to say - my latest personal experience of OcUK Customer Service is absolutely shocking. And I would urge RJK, Gibbo and any other OcUK bigwigs who are interested in seeing what the problem is, to please study this private thread: http://forums.overclockers.co.uk/showthread.php?t=18684376

All boils down to me expressing my choice for the RMA of a video card to be carried out through OcUK. And this was turned down, and "only 12 months with OcUK" thrown at me, and that I "needed to" RMA through the manufacturer. It is officially stated on the OcUK Support webpage that you have a choice who to RMA with. This has also been confirmed by Gibbo and other OcUK staff on the forums in the past. On the Support page, it states that the time-frame is product warranty (not "12 months").

I have asked the OcUK employee I'm dealing with to link me to where OcUK publicly state to the customer that the time-frame is just 12 months instead of the product warranty (length) stated on the Support page. And the best I have got out of him (after a LOT of being given the runaround) is the admission that: "We don't specifically state 12 months." (And that's because it specifically states product warranty...)

And he's failing to take responsibility for being the very person who turned down my request for RMA through OcUK.

And now the problem is that the manufacturer, whom I was forced to deal with, is taking a lot of time to replace my video card, and they don't expect the replacement to arrive at their base until Friday next week (and there is no assurance that it even will arrive by then), which is beyond the 28 day window that OcUK guarantees before offering the customer a refund.

Yesterday, I told the OcUK person I'm dealing with that if I have not been issued a tracking number for the replacement card by Tuesday 1st September, then I'd be taking advantage of the refund OcUK offers for a return taking longer than 28 days. His reply: "We only offer refunds on products RMA'd through us."

Absolutely ridiculous. He was the one who turned down my choice of OcUK, and then he tells me oh no refund because you RMA'd through the manufacturer. So I'm being given the runaround, and he is failing to take responsibility for his words and is failing to honour the OcUK promise to customers: (1) Choice of whom to RMA with, (2) Refund after 28 days with no return.

I even told him that if he wanted to suggest an alternative solution which would make both parties happy, then to go ahead. But the attitude is all wrong and no alternative solution has been offered - just repeatedly told that the RMA is through KFA2 and you will have to wait for them to replace it. So basically, I'm getting told: you were a sucker for doing as I said and now you have to lump it, and no I won't take responsibility for being the one responsible for you not being able to get a refund.

The irony is the following:

Had the RMA been done through OcUK and taken less time = better than having done it through KFA2 as I was told I had to. And I'd be happy.

Had the RMA been done through OcUK and taken this long = refund. And I'd be happy.

I mean, the reason OcUK states 28 days is surely because they feel that's quite enough time for a customer to be without a product purchased from them? Are members of staff now being told to deny requests for OcUK RMA's, to avoid refunds, despite the categorical assurances of choice/refund? Or what is going on, please?

Other times, I have lauded their customer service and written favourable reviews and commented how well guys like Sam, Damo and StigBourne have treated me. But this time? Not happy. And if nobody sorts me out, you will lose a customer. If a company doesn't honour their word to their customers, that's them and me done.

Danny
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Instead of dealing with that sap, why didn't you ask to speak to a manager?
 
Wow this is making me reconsider recommending anyone to OcUK. In fact I wont be unless they do something about it, customer service is the only reason I come here as prices are usually higher.

I have also experienced great companies lose it in the past too, has the bubble burst?
 
await the link to complete a trustpilot survey ... lol


yeah the OCUK guys are great. not always the cheapest.. but paying extra is worth the support they provide
 
Cat_J said:
Wow this is making me reconsider recommending anyone to OcUK. In fact I wont be unless they do something about it, customer service is the only reason I come here as prices are usually higher.

I have also experienced great companies lose it in the past too, has the bubble burst?
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Threads like this come up often (hmm) but they are always resolved, which is why OCUK are the best they are not afraid of resolving issues even in the public domain. This is what it is all about imo showing customers and other companies how things should be dealt with swiftly and professionally.

But the issue with this be why it has taken this long in the first place, that it has to be broadcasted on the forum? I know OCUK are always trying their best though and making improvements as necessary.
 
dacads said:
Threads like this come up often (hmm) but they are always resolved, which is why OCUK are the best they are not afraid of resolving issues even in the public domain. This is what it is all about imo showing customers and other companies how things should be dealt with swiftly and professionally.

But the issue with this be why it has taken this long in the first place, that it has to be broadcasted on the forum? I know OCUK are always trying their best though and making improvements as necessary.
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I personally haven't seen any so this was new to me. Still though, to think the OP got to the 'manager' who was still an arse, doesn't inspire faith that you have to damage their public image just to keep promises kept.

Keen to hear the other side of the story but i'm on hold until then as like I said, I don't see these kind of threads on here. Shame I just put another £650 into them yesterday so hoping its a one off and a couple of people get an ear bashing.
 
dacads said:
Threads like this come up often (hmm) but they are always resolved, which is why OCUK are the best they are not afraid of resolving issues even in the public domain. This is what it is all about imo showing customers and other companies how things should be dealt with swiftly and professionally.

But the issue with this be why it has taken this long in the first place, that it has to be broadcasted on the forum? I know OCUK are always trying their best though and making improvements as necessary.
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I agree. I did ask to speak to someone else but that avenue was not provided me. And filling in a webnote complaint would mean going lower, not higher, than the person I dealt with. And having to repeat everything again. And work my way up.

I have emailed someone else at OcUK, to see what he can do about this.
 
Danny75 said:
I agree. I did ask to speak to someone else but that avenue was not provided me. And filling in a webnote complaint would mean going lower, not higher, than the person I dealt with. And having to repeat everything again. And work my way up.

I have emailed someone else at OcUK, to see what he can do about this.
Click to expand...

I think OCUK use "on-loan employees/call centers" (They aren't these but they are similar) for the phones in busy periods as when I phoned them once I spoke to one of these employees. However after calling up again I got through to a regular staff member who was very helpfull (Even spoke about the "on-loan employees" and had a bit of a chuckle).
Im sure once you speak to a regular staff member the issue will be ressolved. They're the best company I have dealt with yet as they are friendly, polite and extremely helpfull. Afterall it's not in their interest not to be the best :D
 
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Cat_J said:
I personally haven't seen any so this was new to me. Still though, to think the OP got to the 'manager' who was still an arse, doesn't inspire faith that you have to damage their public image just to keep promises kept.

Keen to hear the other side of the story but i'm on hold until then as like I said, I don't see these kind of threads on here. Shame I just put another £650 into them yesterday so hoping its a one off and a couple of people get an ear bashing.
Click to expand...


I have purchased over £5,000 worth (inc. shipping) from OcUK within the last two years. And I was treated as if it was an audition for clown college. Not that the amount anyone spends matters, some will spend a lot more than that - but it does instantly begin to make you regret, despite the rest of the experiences which have been good. This is the present that I'm dealing with.

I remain hopeful.
 
TechMinerUK said:
Im sure once you speak to a regular staff member the issue will be ressolved. They're the best company I have dealt with yet as they are friendly, polite and extremely helpfull. Afterall it's not in their interest not to be the best :D
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That is what I had experienced, and believed. However, this regular member of staff is proving me wrong. And failed to pass the matter on to someone else, as I requested.

I don't blame you for assuming the person would be someone other than a regular staff member that posts on the forums. I'd be shocked too (I was).
 
Danny75 said:
That is what I had experienced, and believed. However, this regular member of staff is proving me wrong. And failed to pass the matter on to someone else, as I requested.

I don't blame you for assuming the person would be someone other than a regular staff member that posts on the forums. I'd be shocked too (I was).
Click to expand...

Just wondering, have you tried posting in the customer service section of the forums (Sorry if that is the post you linked to but I cant see it) as they may be able to assist you on your issues.

William-Mathew said:
I would always purchase from OCUK, they have the best customer service. Have had to return a few products for RMA and they handled it professionally
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Ditto (Less than a few returns though though) :)
 
TechMinerUK said:
Just wondering, have you tried posting in the customer service section of the forums (Sorry if that is the post you linked to but I cant see it) as they may be able to assist you on your issues.
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Yes. That is where it took place. Am of the opinion that phone would have less chance of getting anywhere (plus the bill). I like everything "on paper" (or cyberspace) too. Thanks for the tip regardless.
 
Sorry Danny I think OC service is awesome. I have used it for years for business and gaming. It is a shame you felt it appropriate to hijack locos thank you thread here to air your personal grievance.

You say your beef boils down to:
RMA of a video card can be carried out through OcUK but then RMA through the manufacturer after 12 months.

I will open it up to our fellow forum buddies but to my mind that sounds entirely reasonable to me and no doubt it is highly likely to be the fastest way of getting back up and running.

I have followed that exact same OC's advice twice in the past and I have always been restored to a better position by the manufacturer (Gigabyte) who invariably no longer have a new model of the GFX card I have returned and they return a brand new, more powerful and more efficient GFX card.

The beauty of advice is you can take it or leave it.

If the manufacturer is slow, complain about their service.

Loco best of luck and post some piccys.
 
jpod said:
Sorry Danny I think OC service is awesome. I have used it for years for business and gaming. It is a shame you felt it appropriate to hijack locos thank you thread here to air your personal grievance.

You say your beef boils down to:
RMA of a video card can be carried out through OcUK but then RMA through the manufacturer after 12 months.

I will open it up to our fellow forum buddies but to my mind that sounds entirely reasonable to me and no doubt it is highly likely to be the fastest way of getting back up and running.

I have followed that exact same OC's advice twice in the past and I have always been restored to a better position by the manufacturer (Gigabyte) who invariably no longer have a new model of the GFX card I have returned and they return a brand new, more powerful and more efficient GFX card.

The beauty of advice is you can take it or leave it.

If the manufacturer is slow, complain about their service.

Loco best of luck and post some piccys.
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I couldn't have summed it up better myself. I think it's standard procedure that after 12 months the warranty is supported by the manufacturer and not the retailer unless specified otherwise or if a prolonged warranty is purchased.
 
I've heard more good things than bad. I've personally not had an issue with the customer service.

I had troubles with a set of RAM, one phone call later, it was sorted. New set arrived the next day.
I bought something that arrived with slight damage. I posted in the CS forum and it was sorted within the day.

I've stopped using other places now
 
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