Disgusted with Yusmart - OC - Please respond to this

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GaspodeX

GaspodeX

GaspodeX

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OK - I am now Very Angry.

December 14th - Brought new monitor from OC 19" Yusmart LCD.

This was for a PC which was an Xmas present so was not unpacked untill Xmas Eve.

Unpacked Xmas Eve - Monitor Dead on arrrival.

Contacted OC after Xmas Break - Told they would not do anything and to return to Yusmart (I disagree with this policy for DOA stock - and what I have now experienced backs this up - however went to yusmart)

Started returns process with Yusmart on Jan 4th. Monitor eventully picked up by UPS on Jan 10th. (Dispite the fact the OC website says 3 years on site warrenty - Yumart refused to accept this told me there is no onsite warrenty agreement and it has to be sent to Digitech - whoever that is ?)

UPS report monitor delivered Jan 14th. Digitech/Yumart say Its not there.

Call back on 19th Jan - They say it arrived 17th of Jan but they dont have anymore info - they say a supervisor will call me back - no call.

Jan 19 th - no record of my call - again told a supervisor will call me back. Again no call

February 1 st (8.30) - Call again (been very busy at work) Told I was emailed on Jan 17 to say monitor would not be exchanged as it was not new and would be repaired - also told there was no eta on the repair as they were awaiting a 'part'. No record of my previous two calls. I said thats nonsense - monitor was literally unpacked, plugged in and did not work and was repackaged. Again told they get a supervisor to call me back. Still no call back.

Just called OCuk (and they guy did listen and was as helpfull as he could be) They have confirmed that there should have been an onsite warrenty but there was nothing they can do.

I have suggested that they get there team to call Yusmarts rep and find out what is going on and why Yusmart are not honoring their warrenty.

I would like someone From OCuk to respond to this please - I am very annoyed and have now been with out a working monitor that was brand new for over a month - the RMA number with Yumart is 03012007RMABHNR and the original overclockers order number was OC46567. I am a long term OC customer and have certainly spent over £10,000 with the company over the past 3 or 4 years but this has seriously annoyed me.
 
i dont think ocuk workers frequent this forum, would be better to drop them a web note or something.
 
Its not a returns query

OC arent delaing with the return - It's a complaint that the product description on the OcUK website says it has an on site warrenty from the manufacturers which Yusmart aren't honouring ...

I have said the guys at OcUk have been sort of helpful - my problem is with Yumart not with them - I think thats clear in the post...

What I would like to know is if anyone else has had issues from third parties not supply the onsite cover.
 
dunno said:
i dont think ocuk workers frequent this forum, would be better to drop them a web note or something.
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Done that - waiting on a response.

As i've said generally I have no beefs about OC - its this third party warrenty issues for companies outside the UK I have problems with - returning a card to EVGA under warrenty cost me £30 ....

And this Yusmart issue has made me really really angry ...
 
I don't know how shops can get away with service like this. OcUK are responsible. They can't just have a policy of sending everyone with a faulty monitor off to the manufacturer even when the screen was (when you first phoned them) less than 30 days old and was DOA. That just isn't good enough. The contract is with the retailer not the manufacturer. The owness is still on the retailer to sort out your problem.

The warranty the manufacturer provides is ontop of your statutory rights, not instead of them.

Obviously in this case not openning the monitor when it arrived was a mistake, but that doesn't excuse OcUK washing their hands, or YuSmart for delivering such poor warranty service. Also if the product description said on-site warranty, that's what you should get (it still says that for the other OcUK branded screens).
 
Samtheman1k said:
Can you not just ask for your money back, 'unfit for purpose' etc.?
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Monitor is with Yusmart ... so it too late ... I didn't figure I'd have these issues - but I should have taken up the onsite warrenty thing before sending it off - I just wanted to get it fixed ...
 
GaspodeX said:
Monitor is with Yusmart ... so it too late ... I didn't figure I'd have these issues - but I should have taken up the onsite warrenty thing before sending it off - I just wanted to get it fixed ...
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I've had the same problem actually with V7 monitor that stopped working after a day. OC refused to accept it was their problem so I have to deal with V7 direct. They have said that they haven't got any in stock and I have to wait for new ones to be delivered. Pretty poor really.
 
fish99 said:
I don't know how shops can get away with service like this. OcUK are responsible. They can't just have a policy of sending everyone with a faulty monitor off to the manufacturer even when the screen was (when you first phoned them) less than 30 days old and was DOA. That just isn't good enough. The contract is with the retailer not the manufacturer. The owness is still on the retailer to sort out your problem.

The warranty the manufacturer provides is ontop of your statutory rights, not instead of them.

Obviously in this case not openning the monitor when it arrived was a mistake, but that doesn't excuse OcUK washing their hands, or YuSmart for delivering such poor warranty service. Also if the product description said on-site warranty, that's what you should get (it still says that for the other OcUK branded screens).
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Totally agree with all of this Trading standards love to pounce on these all day long. I would contact them if I were you.
The fact is you bought a product, the product was dead on arrival, now.....the retailer can do one of two things. Either replace the monitor OR give a full refund (including shipping).

If they have failed to do this and claimed to be sending it away to a third party supplier this is simply not good enough. The point of sale was with OCUK, not some other random company regardless of who they are.
If you bought a Tv from ASDA and it didn't work, would they tell you to go and find the people they bought it off?!?!?! I don't think so!!!
 
PhilthyPhil said:
Read the FAQ - No posting OcUK order or returns queries.
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That's helpful......Nice work.

I personally believe there should be a section within these forums where personall gripes can be put down for everyone to read and representatives from OCUK can work through the problem sensibly. Have OCUK got something to hide by not doing this?!
 
TheDean said:
That's helpful......Nice work.

I personally believe there should be a section within these forums where personall gripes can be put down for everyone to read and representatives from OCUK can work through the problem sensibly. Have OCUK got something to hide by not doing this?!
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although that would be good, to see and hear peoples experiances, look at it from a business POV, if every company started advertising there customer service issues they wouldnt get very far would they?
 
Strictly speaking, OCuk should have sorted the problem out for you. Either they should have sent you a new unit or gave you a full refund.
They know this already! Its only when you start challenging them that they will take note, otherwise they just say its not their problem.
 
Samtheman1k said:
I've had the same problem actually with V7 monitor that stopped working after a day. OC refused to accept it was their problem so I have to deal with V7 direct. They have said that they haven't got any in stock and I have to wait for new ones to be delivered. Pretty poor really.
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It doesnt matter if its OC's or any other retailer, they have a legal obligation to sort you out. It looks like you were told incorrect information from OC's in this instance.

From Trading Standards:

"I have just purchased a product that is faulty. Is it the manufacturer's responsibility to rectify any faults?"
The manufacturer will only have liability if the goods are covered by a guarantee, and then only if the guarantee covers the fault in question. The law considers that the seller of the goods is always liable for breaches of contract, such as goods being faulty, so, even if there is a guarantee, the seller must rectify the faults if you ask him/her to. In exceptional circumstances, the manufacturer may be liable, e.g. if you are injured by an unsafe product, or if the manufacturer was negligent. If you suspect this, get some further advice. Where credit is involved, the finance company may also be liable (see 'Your rights when buying on credit' leaflet).

For future reference:

http://www.tradingstandards.gov.uk/consumers/consumers.cfm

Very useful for consumer rights.

Cheers,

Mike
 
LanceCrossfire said:
although that would be good, to see and hear peoples experiances, look at it from a business POV, if every company started advertising there customer service issues they wouldnt get very far would they?
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Through my experience (I work in Customer Services) I have only seen good things come from a totally open forum where customers are free to express their dissatisfaction.
This does two things:
i) Lets the retailer know a customer is not happy and rectify the issue accordingly
ii)Enables other consumers to see how well the company has performed and weigh this up against competition.

Also I don't believe this to be 'advertising' at all. A small section of the forum monitered by OCUK staff would be ideal. I think OCUK would really bennefit from this and so would the customers.
 
TheDean said:
Also I don't believe this to be 'advertising' at all. A small section of the forum monitered by OCUK staff would be ideal. I think OCUK would really bennefit from this and so would the customers.
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Most sensible thing I've heard in a while.
 
Skyline said:
Under the Sales Of Goods act OCUK should have replaced it regardless if the warranty is direct with Yusmart or not.
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Yup, within a reasonable space of time. Warranty issues don't come into it if its DOA. You also now have a claim for the extra expense this has caused you, phone calls, postage etc. I would also check that, presuming you are getting you monitor replaced that it is indeed a replacement, new for new, and not a refurb.

In future though I would definatley speak with and keep contacting OCUK as threads like this are against the rules unfortunatley and will no doubt be deleted in the very near future :(
 
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