**14 DAYS SATISFACTION GUARANTEE!**

[Gibbo]

Hi there


Well just to prove OcUK is serious about customer service, let me paste this little extract from our updated RMA procedure:-

The satisfaction of our customers comes first at Overclockers UK. Not only do we aim to offer the latest product at great prices, but would like to ensure that the customer is happy with the purchase. Instead of the regular 7 working days set forth by the Consumer Protection (Distance Selling) Regulations 2000, we are offering every consumer an extended 14 day satisfaction guarantee. If you would like to return your order, you may do so within the first 14 days after receipt of the order. Simply call the Technical Support and Returns at 0871 200 5053 or contact us via WebNote. At Overclockers UK we value your business and feedback.

Full Details



So not only is OcUK behind the 7 day DSR, but were going one better and doubling the DSR period here at OcuK to 14 days, nothing but satisfaction guaranteed and proving to all we are serious about becoming the best UK etailor when it comes to customer service and raising the bar in the UK.


Just to clarify another point as well, if your read our support page carefully which is linked to in the OP of this thread you will see we clearly state:-

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.

Please remember though warranties, don't cover an end-user physically damaging a product due to in proper installation etc. or wear and tear, or in some cases modification. For example EVGA are fine with heatsinks being removed from VGA cards, as long as no damage is caused and they are re-fitted correctly if the card needs to be RMA'd, wheras other manufacturers removing the cooler voids warranty.

 

[Gibbo]

Lovely move.

Here is to hoping people do not abuse the system as it protects those genuine customers who can value the additional service you are offering.

In general most customers will be genuine as in the long run like you say it protects customers, and we obviously want to keep such improvements and look to improve even further where possible.

 

[Gibbo]

So with the DSR if I purchase something and I'm not happy with it for ANY reason, I can send it back for a full refund? Do OcUK have a restocking fee for this instance?

Thanks

With DSR you get 7 days, were giving 14 days. No restocking fee, but you are responsible for paying postage and ensuring the parcel gets back to us un-damaged, i.e. suitable packaging, as such generally best to keep the packaging it arrived in.

 

[Gibbo]

Fantastic Move OcUK!

Does this include things in problematic packaging?
Like them daft plastic shells that you need to generally destroy in order to open?

Yes, we ask customers to do their best and return the product in the same condition you recieved it in. But sometimes the packaging does get destroyed in opening the product and we understand this and as such you just need to package it well enough to prevent courier damage when returned back to us.

 

[Gibbo]

Please don't mention competitors, I'll have to let a mod know.


In all seriousness though...

There are three main things that make me hesitate from buying from OCUK (though I still do I should add!).

1. I've said it before and I'll say it again as no-one official has responded though other forum members have picked up on it - the premium rate phone line. Why on earth if I have a problem with a product, or even if I want to buy over the phone am I charged so much for doing so? It doesn't make sense in a comsumer focused company.

2. Help when required seems to be patchy at best. The one time I did have to return items (two 24" monitors that were supplied to OCUK that didn't have the panels in they were supposed to - remember that fiasco?), I have to say OCUK were fine about it.
However...reading from other users on the forum that level of help doesn't seem to be across the board. I do read instances of people complaining about the service or tech support they have received and everyone's reply is "talk to 5UB, he'll sort you out, he's brilliant!".

Which is great...but we shouldn't have to cross our fingers and hope we get 5UBs help - everyone should be able to follow procedures and focus on sorting things for customers.
As OCUK gets busier 5UB is going to be stretched and other people will have to pick up the slack - they need to know how to get things sorted in a way people are happy with first time.

3. Finally...the prices aren't always as competitive as your competitors, which you may or may not be able to do anything about.

1. Something the owners shall look into, but even if we decide to change it is something that will take time and no decision has been made.

2. More and more staff are getting trained in the 5UB ways as such his workload is not increasing as such, because we have other staff who are also just as capable of giving top notch support now. Of course there will always be the bad experience because no one is ever perfect and in such instances 5UB or a manager can help.

3. Were also the cheapest at times too. No Etailor can never be the cheapest on every product, for example no one can touch us on the Samsung S23A700D deal in the UK and there is only ourselves and one other Etailor you can purchase from to claim the VAT back. So we get our fair share of the best deals with best price, yesterday the VTX 7970 X-Edition, cheapest in UK. But we will never able to be necessarily the cheapest on the products you might be buying.

 

[Gibbo]

Hi there

Just to clarify another point as well, if your read our support page carefully which is linked to in the OP of this thread you will see we clearly state:-

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 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.

Please remember though warranties, don't cover an end-user physically damaging a product due to in proper installation etc. or wear and tear, or in some cases modification. For example EVGA are fine with heatsinks being removed from VGA cards, as long as no damage is caused and they are re-fitted correctly if the card needs to be RMA'd, wheras other manufacturers removing the cooler voids warranty.

 

[Gibbo]

In my experience they do price match and offer refunds when this happens!



Gibbo has yet to confirm whether it's 14 working days or 14 calendar days.

If DSR is 7 working days, then it shall be 14 working days.
If DSR is 7 calender days, then it shall be 14 calender days.

When my tech manager is about next, I shall ask him to get confirmation.

 

[Gibbo]

Can you please clarify the refunding of postage cost when returning faulty items under RMA?

Thanks

Simon

Yes if item is found faulty your postage should be refunded.

 

[Gibbo]

If we're going to buy a bunch of stuff, can we take it for granted that if we find it cheaper elsewhere you'll try to do a price match? Clearly individual items are difficult, but where I was going to buy the guts for an HTPC, for example, later this year and I looked up all the bits on a comparison site, included shipping etc and found OcUk was a bit out... is it worthwhile sticking a thread up in the customer services section of the forums?

We don't price match, but we do say if someone is ordering a whole load of stuff and that same whole load of stuff is cheaper elsewhere as in your example then drop us a webnote or give us a call and we shall see what we can do to get the order total same or better than a competitor, but we won't price match each individual item.

 

[Gibbo]

I am interested to see just how reasonable OCUK's RMA service actually is. Currently have my 480GTX SE going back to them and obviously giving me a reference 480GTX in return is not an equal trade and neither would a 560 Ti.

What is a 480 GTX SE and which brand is it?
I am assuming this is an OC 480 GTX?

On an older item like this where the manufacturer can't replace the product the manufacturer will offer ourselves a market value credit, which should be of a value that covers the cost of todays equivalent replacement which in my view would be a GTX 560Ti 448 OC or a GTX 570 or of course another GTX 480 if a replacement is still available.

 

[Gibbo]

This isn't what I've found in the past, can you do this retrospectively?

I have 3 postage receipts for motherboards that I never got refunded and both times the motherboards were replaced.

I also returned an item for a refund that went faulty and couldn't be replaced and didn't receive even the initial postage charge back.

Not sure of the exact process, but I believe it does require you to claim your postage back from OcUK providing us a copy of the receipt of your postage charge and OcUK will refund the postage upto a certain amount, I'd advice you contact our tech department who will be able to give you such details.

 

[Gibbo]

Well I can't argue with getting credit back. It was part of sli 480GTX SE's so if I was to get an actually GPU back that wasn't a 480GTX I would probably have to sell it instead to get back my losses.

It's not an OC but, in my opinion, the SE is worth a lot more than a reference design purely because the reference design was so god damn awful. It was extremely hot and loud and the SE was a lot more extra money as a result. However, I do realise that they are EOL and I don't expect another 480 to be found anyway really.

Well it will be a credit to use against another card I believe, not 100% sure on the true rules, but the RMA department will confirm that. But I know how the manufacturers work and they work on the following basis.

Faulty card and still current, replace with same card.
Faulty card and no longer current, give market value credit which should be enough to fund an equal performing card or replace with an equal performing card. Sometimes arguments arise here as everyone has their own value in mind or what is an equivalent.

Either way returns will look after you, as can be seen Caseking have made some positive changes to after support for sure, if you have any issues just point returns to this thread or ask to speak to Robbie or Chris who are both technical managers.

 

[Gibbo]

I see, so is this credit with OCUK then and would it have an expiry date? It would be better if it was able to be used on any of your products at least as OCUK get's frequent custom from me anyway. Either way, we shall have to see when it goes through. Unfortunately I had to go off to university just before I got to send it off so my parents are having to do it.

I will say that when I asked your customer support what sort of packaging was expected I got no reply at all. For instance, do you want it in an anti static bag? I have spares.

:EDIT:

Misread what you said and edited my post.

You should package the card to the same as how you received it to ensure it does not get courier damaged.

 

[Gibbo]

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!

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.

 

[Gibbo]

I shall address this packaging issue first thing, warehouse know that everything should go in a box and then ship out for better protection.