Company refusing to replace/refund faulty goods

Jokester · 24 Aug 2013 at 17:02

arknor said:
He tried to do an RMA and heard nothing for 4 days so grew tired of waiting and did the only thing he knew to try and get the wheels moving.
starting a paypal dispute to gain a resolution.

That does not have to be a full refund without him returning the product it is supposed to be a way of opening discussion between he buyer and the seller and the company should have acted reasonably.

but ofcourse we don't know how he worded his dispute or it it sounded demanding

They told him to ring them. He didn't. Sorry if you don't understand the difference between calling and speaking to someone directly about a serious issue and just firing off an email and how they respond to each then I guess why this sort of thing happens!

arknor · 24 Aug 2013 at 17:03

Jokester said:
They told him to ring them. He didn't. Sorry if you don't understand the difference between calling and speaking to someone directly about a serious issue and just firing off an email and how they respond to each then I guess why this sort of thing happens!

but the whole point of a paypal dispute is that everything is discussed openly on paypal and is supposed to be used as evidence by the decision maker.
theres probably even a message when you start a paypal dispute telling you not to have any contact with them outside of paypal

Maybe the OP doesn't like speaking on the phone and just wanted a simple RMA? they could test the card and see it's broken or it isn't

but TBH from the op's videos and screenshots I'm not convinced anything is wrong with the card and he should try removing all registry and file entries for his previous drivers

gijohn2 · 24 Aug 2013 at 17:28

I found an area on there website to contact managing director, So hopefully that will actually yield and better result

"Hello, i am writing this email to you as i have exhausted all other means to solve my issue.

I brought a graphics card and it turned out to be faulty so i set up a RMA ( 1228572) i did not hear anything back so i started a Paypal dispute to get the ball rolling which i must admit on my behalf was abit rash but i was fed up with waiting for a response.

Any way, i was told to ring your tech helpline which i was going to do with the number provided on the PayPal dispute, so i went to log onto my account so i had all the information up ready to go.

When i hit login to said my account was inactive leading me to believe that my account has been deleted leaving me with no proof that i ever brought the item from you.

Proof: ooops!

So i started a PayPal claim which this time around i did not deem rash, I put forward all my information and yet Paypal ruled in your favor.

Now i have evidence that the card is faulty
Mech Warrior:
http://i.imgur.com/1xIoYQg.jpg
EVE:
http://i.imgur.com/iv52g5s.jpg
Bio shock 2 videos

I hope you can help with this issue as it has put me off from buying anything from you in the foreseeable future

Cheers

John"

Yas786 · 24 Aug 2013 at 17:32

Hope you spellchecked that before you sent it off??

.

I would have left out the last statement especially the bit about not buying from them. Should have just left it at can you help me please. Letters like this should be clear, concise and to the point...having a moan about them being so inept isnt going to help you any quicker.

Nexus · 24 Aug 2013 at 18:08

Still haven't tried calling them though.....

big ape · 24 Aug 2013 at 18:16

I still think you should be contacting Paypal for a clearer response and complaining to them that there's no point using their service in the future if they aren't going to be providing customer protection to the same standard as Mastercard/VISA. That's who they are in competition with right now, Mastercard/VISA are in the process of setting up a similar service to Paypal without the middleman. And throw in some references to Google Checkout and Amazon Payments too.

Amnesia · 24 Aug 2013 at 18:30

gijohn2 said:
i started noticing graphic glitches on near enough all the games i was playing at the time, So i started a RMA with the company and heard nothing back for 4 days.

They simply declined my reasoning and told me to ring them on there customer help line, which i was going to do untill i went to log onto my account to find that it had infact been deleted/made inactive there initial response took them a good 5 days which is poor.

Why didn't you just call them like they asked instead of being a **** towards them ?

gijohn2 said:
So with my account closed/deleted i wouldn't be able to prove i had brought the card from the company giving me no leg to stand on..

prove to who, paypal ? you paid through paypal, im sure paypal know which account they paid money into on your behalf

gijohn2 said:
Luckily i payed with paypal so i started a paypal dispute to get there attention,

for some ungodly reason PayPal ruled in there favor.

So what was lucky about paying through paypal again ?

gijohn2 said:
So my claim was closed, leaving me with a faulty card that i cant return because the company dont want anything to do with it and i think this is mainly down because the card is no longer in stock so they would have to refund me the money

They asked you to call them.......just call them.

gijohn2 · 28 Aug 2013 at 11:13

Managing director contacted me back and has accepted the RMA with free collection.

She claimed that on the day i started the RMA (05/08/13) the responded to me on the same day, which was a lie as i had no Email or update on my RMA note

Ahh well, its sorted now

Destination · 28 Aug 2013 at 11:28

Yas786 said:
And what exactly is a reasonable time??, from what i understand the OP waited a good 4-5 days before starting the paypal claim.

Id try the trading standards if i was you OP, perhaps they may be able to help you get your money back or some sort of resolution.

Also next time buy from OCUK, they may not be as cheap as some out there but damn they give a great service shopuld anything go wrong.

A good 4 days over a bank holiday and weekend?
Or 5 working days?

Might make a difference.
Poor service, OP won't be buying there again.

OOI OP, are your drivers up to date, had you fully uninstalled the old card.

Trusty · 28 Aug 2013 at 11:28

Lesson of the story?.....just call!

Outline · 28 Aug 2013 at 11:33

Hopefully this'll teach you to just use OCUK.

matt_fsr · 28 Aug 2013 at 12:14

Outline said:
Hopefully this'll teach you to just use OCUK.

I doubt it. After explicitly being told to call them, and he's still too dumb to call them, then I doubt he'll have the sense to use OCUK for his next purchase!

Director is simply applying damage limitation exercise to avoid reputation damage - for all we know the RMA email was sent at their end, and they may have proof. Doesn't guarantee that his email system received the email though.

May explain why Paypal sided against OP?

ps3ud0 · 28 Aug 2013 at 12:24

gijohn2 said:
Managing director contacted me back and has accepted the RMA with free collection.

She claimed that on the day i started the RMA (05/08/13) the responded to me on the same day, which was a lie as i had no Email or update on my RMA note

Ahh well, its sorted now

Calling them after waiting 4 days for the RMA probably would have resulted with the same resolution, that theyve sent a response already to which you could have said that you havent and all would have been solved :rolleyes:

I feel sorry for companies that have to deal with such stupidity

ps3ud0 :cool:

davido_labido · 28 Aug 2013 at 12:24

so........ did you call them like they asked?

Slyman2k4 · 28 Aug 2013 at 12:29

So many schmucks in here willing to pay an extortionate call support PPM cost that you'll never see again. And people wonder why technology resellers dog you at every chance given. Too many practically grab their ankles at the first sign of bother, hoping for a quick and simple resolution at more cost to them.

There is a reason you used to physically write to a company when they were being *****, as already said companies have to watch with written communication as it's evidence the consumer has access to. E-mail is an instant form of written communication, the only reason I see for not taking it is if you're severely illiterate.

Jokester · 28 Aug 2013 at 12:50

Or you could just use your works phone like everyone else does.

Mr-White · 28 Aug 2013 at 12:54

On the few occasions i've had to return a product I've done it through the company's website, I very rarely have to phone any of them.

MW

Deleted member 651465 · 28 Aug 2013 at 13:11

Ring them, tell them your account has been closed and show them a print out of the original order / bank statement as proof.

If that fails, contact citizens advice. The PayPal dispute was a silly move though

Start writing down everything you've done, with dates too.

ci_newman · 28 Aug 2013 at 13:11

Slyman2k4 said:
... E-mail is an instant form of written communication, the only reason I see for not taking it is if you're severely illiterate.

Well, no it isn't. There is no guarantee that an email has arrived, it could be caught by a spam filter or dropped by the ISP at any point in the chain.

Emails are not considered a legal document, therein it is not an instant form of written communication.

In this case the O/P acted liked a berk. He raised an RMA case, they RESPONDED 5 days later and asked him to call them about the issue (a 5 min phone call can sometimes resolve an issue quicker than bouncing around on emails for several days, especially if they suspected driver issues), he refused and just raised a Paypal claim instead.

ci_newman · 28 Aug 2013 at 13:12

EVH said:
Ring them, tell them your account has been closed and show them a print out of the original order / bank statement as proof.

If that fails, contact citizens advice. The PayPal dispute was a silly move though

Start writing down everything you've done, with dates too.

And you've skim-read the thread :rolleyes:

They have already agreed to a full RMA with him

Company refusing to replace/refund faulty goods

Deleted member 651465

Deleted member 651465