[HELP] Trying to return faulty components, why is it so difficult?
- Thread starter TheJamsh
- Start date
I apologise for the inconvenience you have had and we will get this issue sorted as quickly as we can.
Like I say it is hard for myself to help directly however Bicepo in the technical support forums shall be able to help you on Monday. Just a shame it is the Weekend now and you are not getting any help sooner. However you never know someone on here may know what the issue is.
Don't worry I will ensure TheJamsh is happy.
I apologise for the inconvenience you have had and we will get this issue sorted as quickly as we can.
Like I say it is hard for myself to help directly however Bicepo in the technical support forums shall be able to help you on Monday. Just a shame it is the Weekend now and you are not getting any help sooner. However you never know someone on here may know what the issue is.
Don't worry I will ensure TheJamsh is happy.
Many thanks. I know it's highly unlikely to be anybodies direct fault at OCuK and probably just a dodgy part, its bound to happen now and again. Beginning to wish I went for the cheaper Gigabyte MOBO and those OEM 3820's you started selling as I hit the 'Pay Now' button
!Very true. If I could at least SEE something on screen I'd know I was getting somewhere...
Tell me about it, we get frustrated too! My computer never played games smoothly and kept crashing and made games just unplayable with 2FPS, and I tried everything to fix it, ended up pulling my hair. I removed the soundcard and this fixed the problem.
Computers are very strange sometimes.
Well, I've just been e-mailed an RMA number by forum member 'Bailey' to return both CPU and Motherboard.
A little put off by the £12.50 per-part charge to look them and test for faults, plus postage to get them there and return postage... Expensive :S
A little put off by the £12.50 per-part charge to look them and test for faults, plus postage to get them there and return postage... Expensive :S
Soldato
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You certainly shouldn't be expected to pay postage costs for both ways and £12.50 per component seems extortionate to me! Any luck with testing psu and ram?
Yeah, PSU, RAM and GPU are all in working order. The amount of times they've been plugged in and unplugged the last few days is insane...
I don't mind paying postage to return the parts just the once, if it fixes my problem. 12.50 per component to test and postage back if they don't find any faults seems very high.
I wouldn't expect to pay anything at all! I'd return the entire thing to them, irrespective of whether all parts are OCUK or not.
It's expected that you pay a fee if the fault is due to human error (e.g bent pins or missing connections) however I would still expect courier collection and delivery...
TBF this is why I don't shop OCUK
That and the prices are unless on daily deal, not even in the world of competitive.
It's expected that you pay a fee if the fault is due to human error (e.g bent pins or missing connections) however I would still expect courier collection and delivery...
TBF this is why I don't shop OCUK
That and the prices are unless on daily deal, not even in the world of competitive.TBF this is why I don't shop OCUK
Not exactly true. OCUK is the first place I look, and (more so than not) ultimately the place I buy from when looking for GFX cards.
OCUK's customer service is second to none. They maintain the forums and are very helpful and honest to individuals new to the fold.
Cost me £9.06 to send them back, had to be done as Special Delivery for insurance purposes, given there's about £500's worth of gear in there. Apparently it will arrive at OCUK tomorrow before 1pm.
I can't stress enough, that the board and CPU have both been handled with exceptional care, and kept very static-free, along with all of the other parts. The pins are all intact and right where they were when it came out of the box. If any damage has been done, it's certainly not by my hand.
Hopefully the fault will be identified and I will be sent a replacement(s). I did have the spec checked before it was shipped, so everything should be compatible.
I can't stress enough, that the board and CPU have both been handled with exceptional care, and kept very static-free, along with all of the other parts. The pins are all intact and right where they were when it came out of the box. If any damage has been done, it's certainly not by my hand.
Hopefully the fault will be identified and I will be sent a replacement(s). I did have the spec checked before it was shipped, so everything should be compatible.
I believe there is some mis-understanding here. We do not charge money to test items. Items are tested for free under warranty and if faulty then we obviously replace the fault items. We only charge £12.50 if the items are not faulty.
If you are returning the motherboard and the processor under one RMA and one of the items is faulty and one of the items is not. Then you will not be charged.
As for the delivery costs, keep the receipts! We can usually refund the delivery if the items are faulty goods!
I hope this is clear now.
If you are returning the motherboard and the processor under one RMA and one of the items is faulty and one of the items is not. Then you will not be charged.
As for the delivery costs, keep the receipts! We can usually refund the delivery if the items are faulty goods!
I hope this is clear now.
Thanks for clarifying that, both have been returned under the one RMA number
On the service side of things (not sure who mentioned it), I'm actually pretty impressed at this point. I think OCUK are handling it about as well as it could be handled at the moment, there's only so much that can be done when I live in Plymouth and they are situated in Newcastle-Under-Lyne!
And, pricing was the first reason I shopped here, that and the finance options. I personally think you'd be hard pressed to find better prices and service elsewhere.
You are covered then, they are both under one RMA, so we just have to hope that one item is in fact faulty and then we can replace it and ship it back to you and everything is fine! - If not, then unfortunately you will be charged just £12.50 and it means that something else in the system is causing the fault.
We do try and respond as quickly as possible and help out as much as we can. We don't like to leave our customers hanging, and we indeed want to help the customers to as much as we can and ensure that any small issue or large, is resolved as quickly as possible.
As regards to pricing, even if we are a bit more sometimes here and there. You will struggle to find support where you get a reply within minutes and it is not generic copy and paste reply, it is quick support where we will help you and listen to you.
We do try and respond as quickly as possible and help out as much as we can. We don't like to leave our customers hanging, and we indeed want to help the customers to as much as we can and ensure that any small issue or large, is resolved as quickly as possible.
As regards to pricing, even if we are a bit more sometimes here and there. You will struggle to find support where you get a reply within minutes and it is not generic copy and paste reply, it is quick support where we will help you and listen to you.
I too can't speak highly enough of the response I received from OcUK's customer service representative when I contacted them recently on a packaging query.
Providing that you are reasonable, polite and understanding, then they will go out of their way to help, but it is unfortunately a fact of life that not all brand new computer components are going to be 100% fault free when we receive them, and connect them all together.... as even 5UB has found!
If the OP had purchased elsewhere, I am sure he would not necessarily receive the same level of support that he will get from OcUK, both here on the Forums, and from their own support staff.
It is hard to be patient when you are building a new computer form £1500 worth of components, but I am confident that it will all be sorted out as quickly as possible... I certainly hope so anyway!
Providing that you are reasonable, polite and understanding, then they will go out of their way to help, but it is unfortunately a fact of life that not all brand new computer components are going to be 100% fault free when we receive them, and connect them all together.... as even 5UB has found!
If the OP had purchased elsewhere, I am sure he would not necessarily receive the same level of support that he will get from OcUK, both here on the Forums, and from their own support staff.
It is hard to be patient when you are building a new computer form £1500 worth of components, but I am confident that it will all be sorted out as quickly as possible... I certainly hope so anyway!
^ This. I worked as a mechanic/sales assistant in a small local bicycle shop for a few years. You wouldn't believe the sheer amount of customers who came in to say "we ordered this online because it was cheaper, but now we need you guys to fix it so it works properly because they won't do anything about it".
Even if you pay a little more than say, amazon (just as an example), it's the aftercare and service following purchase that makes the difference. My system was all purchased through finance anyway, so the extra few quid doesn't make much difference to me in the long run.
EDIT: Anyway, hopefully in a few days I can report back using my working system
A seven day turnaround for a damaged in transit case is not cool (I was told it wasn't a busy part of the store but that was just the holding period for goods before refunds, nobody else I've shopped with does that), and to deal with my time constraints I was merely told I could just buy a second one. Again not cool.
The way he said said it was like "AH you've already spent £130 on this case, why not spend it again?" Some of us sadly do not have the bankroll to repurchase components.
Your RV03's were at the time £130. A competitor had them for £99. Albeit the trim was a different colour, however it was being painted so no difference to me. I rang them up and told them of my time constraint and they offered me free next day DPD, sure its a bit shocking to just phone up and ask for free delivery but don't ask don't get. I now shop with them.
Component sales are a trickle market as far as I'm aware, keep a loyal base and every time they need a new expensive component they will come to you. Hell I bought one of my 580s from you guys outa sheer loyalty when it was £20 cheaper at my other supplier.
But with the daily deals being the only thing on the site which catches my eye and sure the CS may be fast, condescendingly telling someone to re-buy a product is a bit rude.
The way he said said it was like "AH you've already spent £130 on this case, why not spend it again?" Some of us sadly do not have the bankroll to repurchase components.
Your RV03's were at the time £130. A competitor had them for £99. Albeit the trim was a different colour, however it was being painted so no difference to me. I rang them up and told them of my time constraint and they offered me free next day DPD, sure its a bit shocking to just phone up and ask for free delivery but don't ask don't get. I now shop with them.
Component sales are a trickle market as far as I'm aware, keep a loyal base and every time they need a new expensive component they will come to you. Hell I bought one of my 580s from you guys outa sheer loyalty when it was £20 cheaper at my other supplier.
But with the daily deals being the only thing on the site which catches my eye and sure the CS may be fast, condescendingly telling someone to re-buy a product is a bit rude.
Hi Luna,
I don't think we would be telling you to re-buy (or not meant in a rude way that is for sure if that how it sounded like it came across). It just sometimes can be quicker, if you have the spare cash we can usually put it down for a refund instead of a replacement, that way you buy one, it comes next day and we refund the broken product when the RMA is complete. A lot of people do prefer this sometimes as the replacement is technically next day replacement. However there are a lot of people who do not prefer this as the customer is out of pocket twice like you say. Next time you have an issue, don't forget I am here to help you, so please use the forum.
I don't think we would be telling you to re-buy (or not meant in a rude way that is for sure if that how it sounded like it came across). It just sometimes can be quicker, if you have the spare cash we can usually put it down for a refund instead of a replacement, that way you buy one, it comes next day and we refund the broken product when the RMA is complete. A lot of people do prefer this sometimes as the replacement is technically next day replacement. However there are a lot of people who do not prefer this as the customer is out of pocket twice like you say. Next time you have an issue, don't forget I am here to help you, so please use the forum.
As 5UB has said above, that is usually a quicker solution, and if you are paying by credit card (as I would imagine most people do) then the odds are that the refund will be received before your next statement date anyway, so you aren't actually out of pocket at all.
I have done that myself before now (although the original purchase wasn't actually with OcUK) and it worked very well, as it enabled me to have a replacement component in my hands the following day, thanks to DPD... and to OcUK too, of course!
I have done that myself before now (although the original purchase wasn't actually with OcUK) and it worked very well, as it enabled me to have a replacement component in my hands the following day, thanks to DPD... and to OcUK too, of course!