**14 DAYS SATISFACTION GUARANTEE!**

Bicepo said:
Hi, This all depends on how old the item is, for example if you bought a graphics card in your case and it goes faulty within it's DOA period (28days) then we require the item to be returned as we supplied it. However if the item is over this period we just need the card back, adequate packaging we would describe as some sort of Antistatic protection, bubble wrap or similar and then in a box labelled with our address and RMA number.

With regards to postage, this all depends on the cost of a product, so if your sending a graphics card back it's probably best to send this back using recorded mail with an insurance level that covers the cost of the card should it become damaged in transit.

When it comes to us refunding the costs of postage this amount will be dependant on what the item is and how it was posted, for instance if a 1tb Hdd worth around £90 is returned using Special delivery that provides insurance of up to £500 (can cost upwards of £17 depending on weight) we would only cover the cost of returning the Hdd with an appropriate insurance level, usually in this case the postage would be around £12.

If you have any questions about any of the above let us know.
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Thankyou for the info. Should be fine then.
 
I am honestly very pleased at how much effort is going into turning around the customer service issue and with all the changes coming into place it would be great to see it become pretty much the only place I get my parts from.

Once the ridiculous premium numbers gone I can only see overclockers getting even more good press for customer services. :)
 
This is really good to see. I guess it gives the consumer public more time to think about their purchases in the long run and if they want to return it or not :D Great job OCUK!
 
MrElve said:
This is really good to see. I guess it gives the consumer public more time to think about their purchases in the long run and if they want to return it or not :D Great job OCUK!
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Might be good idea if you live close to overclockers but if you decide you dont like say a motherboard and you live miles away from overclockers its going to cost you say around £19 just to return it so £19 down the drain.
 
5UB said:
I am pretty certain this will not happen.

Main reason, customer protection. - I attach invoices to posts, which has the customers private details on. I deal with address amendments on orders. I deal with card details and confirmation. Fraud issues or security validation issues. Order amendments and so much more that is just not allowed to be public.
After having a quick count, there are atleast 5 posts in my thread that I would certainly not want being displayed in public... mainly relating to my own stupidity!

http://files.upit.me/1335253181.png

You will notice all threads are answered within work hours, hell there is even a thread there answered out of work hours! :)
On a Sunday even! xD

Orders:
http://files.upit.me/1335250613.png
How about if Cleecoo and littlepuppy replied in this thread, maybe a good idea, if you look in the screenshots, you can see how often they order and use the CS forum (the CS forum is rarely negative by the way, most of the times it is questions or amendments). :)
your wish is my command...
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***5UB IS GOD***
These are all from the most recent 2 (of 12) pages of the thread i have in the CS section:

5UB posting on a Sunday!


3 min reply


One min reply and a very personalised service xD
 
5UB said:
With regarding to the packaging issue. Me and Gibbo are on the case. We will get it sorted first thing this morning.

Got your Trust message, thanks. :)
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Hi 5UB,

Has the packaging issue been sorted now, ie if I had order a graphics card from OCUK it come bubble wrapped and in a decent outer box to?

Looking to order soon.
 
Space Monkey said:
Hi 5UB,

Has the packaging issue been sorted now, ie if I had order a graphics card from OCUK it come bubble wrapped and in a decent outer box to?

Looking to order soon.
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Yes, please order, everything will be all fine. :)

Any problems just contact us, but me and Gibbo have spoken to the warehouse manager and we have been assured that packaging is at the highest standard as possible!
 
Im very glad that you ditched DX secure for the free delivery option by the way :D

I have my new sidewinder X4 and Crucial M4 128 Gb on the way with DPD.
 
5UB said:
Yes, please order, everything will be all fine. :)

Any problems just contact us, but me and Gibbo have spoken to the warehouse manager and we have been assured that packaging is at the highest standard as possible!
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Good news! Well done 5UB and Gibbo. :)
 
Just to comment on OP, it's good to hear OCUK are finally making a genuine effort to clean up their disgusting image in terms of RMA\customer support.

That might sound offensive, but that's the impression people have, myself included from the years of dealing with them and their "pass the buck" to manufacturers and shirking their responsibilities as the people you have a contract with.

With that said, it seems things are changing and haven't read such a direct statement before from a retailer on their intention to make all efforts to sort themselves out, so hats off to that and good news for everyone.

...I see they are still employing lazy high school drop outs from the slurred talking phone moneys when I last called regarding an incorrect item being sent to me, with virtually no product knowledge. But no company is perfect I suppose.

Edit - The free delivery with DPD can't be faulted either, get a 1 hour delivery slot which is great and despatch time has been 2nd to none for my last couple of orders.
 
hernaldo said:
Just to comment on OP, it's good to hear OCUK are finally making a genuine effort to clean up their disgusting image in terms of RMA\customer support.

That might sound offensive, but that's the impression people have, myself included from the years of dealing with them and their "pass the buck" to manufacturers and shirking their responsibilities as the people you have a contract with.

With that said, it seems things are changing and haven't read such a direct statement before from a retailer on their intention to make all efforts to sort themselves out, so hats off to that and good news for everyone.

...I see they are still employing lazy high school drop outs from the slurred talking phone moneys when I last called regarding an incorrect item being sent to me, with virtually no product knowledge. But no company is perfect I suppose.

Edit - The free delivery with DPD can't be faulted either, get a 1 hour delivery slot which is great and despatch time has been 2nd to none for my last couple of orders.
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Do you know who you have been speaking to on the phone? And which number did you call? - Also if you have a name or an order number, if so please let me know in the customer service section. Thanks. :)
 
I have to admit that I have found most replies to any webnote I've ever sent in to be a copy and paste reply back or passing the buck to someone else. Like when I asked what packaging was expected for a gpu and if I needed an anti static bag the question wasn't even attempted to be answered. Can you really complain at your customers for not packaging things properly when you won't even tell them what you consider to be acceptable packaging?

I'm also curious as to how I go about claiming my delivery costs back for my RMA and how long I am expected to wait to hear about it. Sent it off several weeks ago, over a week ago got an email saying it had been sent to the suppliers and now I've heard nothing.

:EDIT:

I am also contemplating sending back a OCUK 10m HDMI cable I got from you guys. It is terrible, the slightest touch of the cable and it loses connection because the housing around the HDMI port comes out too far and doesn't let the HDMI connection go in fully.

I also see that you never accepted my review of your product either. So much for OCUK not censoring them. You can claim it's an RMA problem but having looked at it closely, it's simply a poor design and not a factory error. Not impressed. Quite simply, not sold as fit for purpose in my opinion.

Don't offer a review system if you are going to deal out bad products. It doesn't make you look good if you censor them, it makes you look manipulating and I remember OCUK getting a lot of flack for this years ago. Or if you're not going to accept my review, at least have the decency to email me back with a reason why and offer a solution to my problems if it's not a valid review.

Quite frankly, it's so much hassle to get a refund pushed through that I'd rather just do what Logitech do and send you a pic of me having cut the cable in half and you refund me so I could get a cable that works elsewhere.
 
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A post in the CS section was all that was needed for me to get a refund from my postage which rjk soted out for me when he worked there.

I think the webnote system is usesless, but the CS forum is where I always turn to when i need something, faster than a telephone call most of the time!
 
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