OCUK....!!

[Danny75]

Jpod is trolling me from a Speaker's Corner thread. Even quoted something he quoted there (about advice), word for word. Shame on you.

To clarify for the sake of others - I was not advised to do it through the manufacturer. I was told I "needed to".

If the Mods feel my post should be moved to a new thread, I have no objections. However, I chose this thread because (a) it is about experiences with OcUK Customer Service. You have to take the bad with the good, in my opinion. And (b) because avenues to pursue my legitimate claim were exhausted by the person I dealt with.

Note that I stressed my experiences had been good up until now.

I would welcome being linked to where OcUK states to the public that OcUK does not RMA after 12 months, in direct contradiction to the official statements I posted, and even according to the person whom I dealt with, who finally admitted: "We don't specifically state 12 months."

 

[TechMinerUK]

I would welcome being linked to where OcUK states to the public that OcUK does not RMA after 12 months, in direct contradiction to the official statements I posted, and even according to the person whom I dealt with, who finally admitted: "We don't specifically state 12 months."

I believe it is on this page https://www.overclockers.co.uk/support.php where it states under the returns section about the warranty period. I assume the warranty period would have been stated on the product page when purchased. Also (I'm not being smarvy but) it is against forum rules to complain about customer service/OCUK on the forum as stated in the forum rules as they do pay for the hosting of the forum and such.

 

[Danny75]

I believe it is on this page https://www.overclockers.co.uk/support.php where it states under the returns section about the warranty period. I assume the warranty period would have been stated on the product page when purchased.

As I said, it states product warranty. Please see pic below. And all it said on the product webpage about warranty was "Warranty: 2 years".

https://www.overclockers.co.uk/support.php


Then you click the link "Faulty under Warranty", which takes you to:

https://www.overclockers.co.uk/supportdetails.php#opt3


Black upon white.


Look, I think it comes down to this:

There are those who have been receiving good customer support (like I'd been receiving) and don't care about guarantees/promises being kept. They might, if it happens to them. By the end of Tuesday 1st September, I will have been 5 weeks without a graphics card.

And there are those who see that guarantees/promises should be kept, because otherwise, it'll make it worse for others in the long run.

I have also left unsaid several things that were mentioned/raised in the private thread, quite apart from the issue of whether I have a claim to a refund, which were insulting and disingenuous considering that for two years it had never been an issue. Am hoping that a senior staff member will recognize that.

 

[TechMinerUK]

I know, I just wanted to make sure as some people won't read the support sections so I was just checking. Anyway, good luck and I hope all goes well for your GPU's return. And to avoid thread hijacking I too would like to see some pictues of locos new system.

 

[Danny75]

I know, I just wanted to make sure as some people won't read the support sections so I was just checking. Anyway, good luck and I hope all goes well for your GPU's return. And to avoid thread hijacking I too would like to see some pictues of locos new system.

No problem.

On a personal level - apologies to Loco who probably didn't expect all that... I see he started a new thread some time ago. Good luck with the build. Damo's sorted me out several times.

 

[jpod]

Jpod is trolling me from a Speaker's Corner thread. Even quoted something he quoted there (about advice), word for word. Shame on you.

If I caused offence using a familiar phrase whilst pointing out that I ended up in a better position when I followed their advice I can only apologise.

 

[Danny75]

If I caused offence using a familiar phrase whilst pointing out that I ended up in a better position when I followed their advice I can only apologise.

Thank you.

Just so you know - I have no problem with the phrase, just with the misapplication here. The beauty of advice is that you can take it or leave it. Indeed. That is preferable to being forced to take it, when I had already expressed my choice (which was different).

If it had been advice, and I followed it, and things went badly - hey, it was my choice. No arguments.

But given my choice was denied, and things went (are going) badly (the excessive duration of the RMA), then it doesn't feel so acceptable. Given how I would be sorted with a refund without arguments had my choice been respected.

Hope that makes sense.

I also asked for a date to be issued me, when OcUK would feel that a refund/alternative would then be in order, in case it takes longer than next Friday. None was issued me. That would have placated me. But it was handled extremely badly and I was just left with no real assurance (despite earlier promises, prior to RMA'ing, that OcUK would sort me out if there was a problem).

Should also state the OcUK employee has been in touch with the manufacturer to attempt to speed things up but problem is unless he gets a helicopter and goes and helps to push the shipment along, there's not much that will achieve. So it's a case of the customer needing reassurance and expecting a deadline. If not the 28 days which is stated, then I should be issued with another.

And then you would never have known this was going on.

Danny

 

[Participant]

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.

Why is it a shame?

The subject of this thread is 'OcUK', so it's a discussion about OcUK. Or are only sycophantic fanboy threads allowed?

Sounds like Danny75 has dealt with someone that couldn't or wouldn't read his own organisation's terms.

I believe it is on this page https://www.overclockers.co.uk/support.php where it states under the returns section about the warranty period. I assume the warranty period would have been stated on the product page when purchased. Also (I'm not being smarvy but) it is against forum rules to complain about customer service/OCUK on the forum as stated in the forum rules as they do pay for the hosting of the forum and such.

You must have missed the huge thread in water cooling complaining about the shabby handling of a complaint, which was subsequently fully resolved.

 

[TechMinerUK]

You must have missed the huge thread in water cooling complaining about the shabby handling of a complaint, which was subsequently fully resolved.

Fair point, I forgot about that thread to be honest
I'd still like to see some pictures of Locos system

 

[loco]

OCUK!!

as soon as it arrives I will put up some photo's
And I have used ocuk since 2006.
Personally my experiences have always been great.
Polite people to talk to over the phone I have even returned huge CRT monitors back in the day never had a single issue with RMA items or help From ocuk staff.
I myself am a telecoms engineer
And I have to deal with customer issues all the time
It is not an easy job to keep everybody happy
Things can occur that that may not get directed through the correct channels or to the right person.
And also sales/support people also have to bare the brunt of people's frustration when things go faulty.
My reason for this post was to commend people that go that extra mile to make you feel confident & reassured with there own knowledge about there products.
And to perhaps know that this post may get filtered back so that these people get some good positive feedback from there employer.
Unfortunately in this day & age
People on the front line do not get enough credit for there dedication/hard work
As I have read on this post about certain individuals problems I am sure it will get resolved.
I just wanted to pass on my gratitude to the people doing great work for there customers at OCUK.
Be happy people

 

[Emlyn_Dewar]

There's always going to be some bad support stories, but it's always been good service from OcUK for me.
Only time I've had to RMA, it was quick, with no hassle.

Just a shame their free shipping doesn't apply to all mainland UK cities any more. Prices are usually better elsewhere.

 

[jpod]

Look forward to the pics, best of luck.

 

[dacads]

There's always going to be some bad support stories, but it's always been good service from OcUK for me.
Only time I've had to RMA, it was quick, with no hassle.

Just a shame their free shipping doesn't apply to all mainland UK cities any more. Prices are usually better elsewhere.

That's the problem, people rarely talk about good service but are quick to jump on the bandwagon when it's bad

I guess because good service is expected but a bit of appreciation goes a long way.

 

[Participant]

That's the problem, people rarely talk about good service but are quick to jump on the bandwagon when it's bad

That's not the problem, the problem is when people have a bad experience (which are of course inevitable) that isn't addressed properly.

If people 'jump on the bandwagon' (which I take to mean complain about a bad experience), it's only an issue if people can see the person hasn't been treated properly.