That isn't always true. I had a 6900xt problem and it took them 4 weeks after they 'lost' it in their warehouse and over a week to get to check it once found. All companies have issues at times. Although do feel OCUK has been way off game for the last year at least tbh.
Very dissapointed
- Thread starter MrThompUK
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Fair enough, but I can only speak from personal experience
But in general that is their process. Where as OCUK's is to take far longer, as others have said.
Yes they have
I stopped buying expensive items/anything with a bigger risk, from OCUK, years ago due to this, and jump shipped to the barcode company.
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Soldato
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Honestly speaking, I use a mixture of OCUK and competitors based on cheapest price (Delivered) and availablity. I get free shipping with OCUK and sometimes that’s enough to secure a sale. Although typically, I find OCUK to be more expensive. For this reason, I don’t order a lot via them particularly in the last year or two. Personally in the last 12 months, I’ve spent circa £22k on personal components, and almost 6 times that via my IT Consultancy.
I also find competitor sites far easier to navigate due to UX Design, available filters and categories. In this regard, OCUK is far behind the curve. I also found that OCUK doesn’t have the variety of competitors either when it comes to brands. I buy a lot of Silverstone gear and recently found out via another thread that OCUK doesn’t have a partnership with them anymore which isn’t good
With all that being said, my dealings have always been positive, reasonably prompt and issues resolved in a timely manner. I did use a competitor to do an RMA recently and the actual process was way superior to anything I’ve experienced with OCUK.
I find it very disappointing that someone, somewhere decided it would be a good idea to close the phone lines. I mean, seriously? Utterly ridiculous. I had seen the message on the store page and assumed it was due to a fault until I read this thread. That is completely unacceptable and the decision maker should be sacked.
It sounds like there’s not enough support staff, so hire more, even if temp. As mentioned by others, competitors seem to cope. If you can’t afford extra staff, rather than taking the mick out of the existing staff, then leadership is doing something wrong. (And that needs to be addressed pronto)
Based on this thread, your report card is as follows:
3/10. Can and must do better.
I also find competitor sites far easier to navigate due to UX Design, available filters and categories. In this regard, OCUK is far behind the curve. I also found that OCUK doesn’t have the variety of competitors either when it comes to brands. I buy a lot of Silverstone gear and recently found out via another thread that OCUK doesn’t have a partnership with them anymore which isn’t good
With all that being said, my dealings have always been positive, reasonably prompt and issues resolved in a timely manner. I did use a competitor to do an RMA recently and the actual process was way superior to anything I’ve experienced with OCUK.
I find it very disappointing that someone, somewhere decided it would be a good idea to close the phone lines. I mean, seriously? Utterly ridiculous. I had seen the message on the store page and assumed it was due to a fault until I read this thread. That is completely unacceptable and the decision maker should be sacked.
It sounds like there’s not enough support staff, so hire more, even if temp. As mentioned by others, competitors seem to cope. If you can’t afford extra staff, rather than taking the mick out of the existing staff, then leadership is doing something wrong. (And that needs to be addressed pronto)
Based on this thread, your report card is as follows:
3/10. Can and must do better.
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I spent £3k on a 9950X3D system from the competition (I did look at OcUK too). I got step by step reports, including photos, as it went through the build and quality assurance, then when it came to testing I had screen photos e-mailed to me of the various tests they did including a 24hr stress test. To cap it all off I wanted to make sure that the OS was installed on the 2TB M2 and not the 4TB M2, so I called customer service (got through straight away) and explained. The guy asked me to wait a couple of minutes while he left the office, walked to the build area and gave the relevant technician the message and then came back and told me it was all sorted. That's how it's supposed to work when spending as much as we do on PC stuff.
Oh and the packing was hilarious, the outer box was big enough to sleep in, with the case box, motherboard box and accessories box all inside along with an insane amount of inflatable padding. Plenty of padding inside the case too, so nothing was going to be moving around. I even gave the delivery chappie a tip for hauling it up the stairs and into my living room, which was above and beyond his job description.
Oh and the packing was hilarious, the outer box was big enough to sleep in, with the case box, motherboard box and accessories box all inside along with an insane amount of inflatable padding. Plenty of padding inside the case too, so nothing was going to be moving around. I even gave the delivery chappie a tip for hauling it up the stairs and into my living room, which was above and beyond his job description.
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Hey all, I'm very sorry to read your experiences in this thread. We have been insanely busy this Black Friday and Christmas period, hence why we had to temporarily turn off the phones to focus on the ticket volume as we were finding the majority of calls were chases on tickets which was duplicating work and slowing us down, however this does still fall short of the experience we strive to offer.
Whilst I'm not in CS myself or able to offer official support, if you have an outstanding support request can you please private message me with your ticket ID if you raised via the support form or a link to the forum support link if you raised it natively via our automated support section?
Whilst I'm not in CS myself or able to offer official support, if you have an outstanding support request can you please private message me with your ticket ID if you raised via the support form or a link to the forum support link if you raised it natively via our automated support section?
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Well the system is returned, I have to wait to possibly Friday to see if I can have a refund, even though I have asked if I can have one, all I want to know is that yes I can have one so I can go and buy another system and just wait for that money to come back, why is it so difficult. It's not that I have had 2nd thoughts of buying a 5090 system and thought sod it I've made a mistake, I actually want one, that ... works preferably 
I have one sat in a basket that I can get delivered for tomorrow, but can't press buy until I know I'm getting my coin back this is brutal.
" You are entitled to reject goods if they are faulty (do not match the description, are not of satisfactory quality, or are not fit for the intended purpose). You have up to 30 days to check the goods and contact us if there is a fault. You can decide to claim a full refund (including shipping cost) or request a replacement of the faulty product. If you are outside of UK Mainland we can only provide a refund for the faulty product.
If you are returning for a refund, please include all packaging, cables, manuals, drivers and protective bags. Accessories and promotional items are part of the order and must be returned to ensure the full price of the product is refunded. Free games codes should be unused and still hidden. "
I have one sat in a basket that I can get delivered for tomorrow, but can't press buy until I know I'm getting my coin back this is brutal.
" You are entitled to reject goods if they are faulty (do not match the description, are not of satisfactory quality, or are not fit for the intended purpose). You have up to 30 days to check the goods and contact us if there is a fault. You can decide to claim a full refund (including shipping cost) or request a replacement of the faulty product. If you are outside of UK Mainland we can only provide a refund for the faulty product.
If you are returning for a refund, please include all packaging, cables, manuals, drivers and protective bags. Accessories and promotional items are part of the order and must be returned to ensure the full price of the product is refunded. Free games codes should be unused and still hidden. "
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Soldato
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Not aimed at you, but more at OCUK.
No excuses. It’s 2025. You do not turn off phone lines. It annoys people and doesn’t paint you in a good light. This is something that shouldnt need to be explained, or excused by yourselves.
If customers are chasing for updates, that’s because you’re not providing them, or not providing them with a means to check themselves. All easily solvable and what your competitors offer. I hate the term “smarter not harder” but it would genuinely seem to apply here. You need a complete website/erp/crm overhaul and modernisation.
Reading the accounts filings for OCUK makes for interesting reading, and it does mention a new ERP and issues it’s had with it. You sell bleeding edge tech, reinforce it with bleeding edge systems and services, OCUK is not investing enough back in itself.
Fair play though to you personally for replying on this thread and offering to help but as you yourself say, you’re not even in that dept. It gives the impression that senior management are somewhat disconnected or not interested on the ‘shop floor’ - and that is not a way to sustain a business.
As it's a custom build they could do but I thought the whole issue was that it doesn't work in which case you're not refunding it because you don't want it but because it's broken in which case they can't refuse a refund.
It was not even a custom build it was a pre-built next day delivery system. I am just worried that if I order a new one from another site now these won't refund me and I'll end up with x2 expensive PC's haha, and in my head I am kind of expecting them to say it works on their end
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No they can't if you're refusing it because it's not working, you are entitled to a full refund including any postage costs as well.
That is what what I thought, but again like I'd said to Tom, I am expecting them to turn around and say it works on their end
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Unless you're absolutely desperate to have the build ASAP I'd wait until they have confirmed the refund.It was not even a custom build it was a pre-built next day delivery system. I am just worried that if I order a new one from another site now these won't refund me and I'll end up with x2 expensive PC's haha, and in my head I am kind of expecting them to say it works on their end
A lot of shops will be very heavy on orders right now and with delivery issues and what not, you might rush to buy and end up getting it in 2-3 weeks anyway.
I'd be very surprised if OCUK want you to have it back. I'd imagine better all around to close the transaction.
I can order one before 20:30 tonight and have it by tomorrow, apparently haha! if not it'll be at least Thursday. And I want one before Christmas really as I am off that week and want to enjoy some time on it before going back to work. All I need to know from these is if I get a refund, I don't mind if it takes 30 days to go back into my bank so long as I get it.
I know, it's horrible all that money for nothing, even if they do send me the system back I'll be sending it right back for a refund, as I no longer want this product from them. And if they do offer me a refund then I most likely won't know until Friday or even later! that's what is grinding me down.