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C06alt

C06alt

C06alt

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My graphics card died 4 days ago and i submitted a ticket and received a number but no one got back to me, is this normal?
 
Hi that shouldn't happen, IIRC they've got some staff sickness. I'll pass this along
 
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Malevolence said:
Shouldn't be an excuse for poor customer service though. People tend to remember things like this when shopping at a future date.
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Whilst at a basic level this is true, it's rather short-sighted and extremely blinkered.

If you suddenly have staff shortages due to illness and no longer have enough staff "man hours" to cover the work, what do you expect them to do,exactly?

Magic some new staff out of thin air for 5 days until the "regular" staff that are currently off due to illness?

Utterly ridiculous.
 
They will reply to you, just have to wait unfortunately. I raised a ticket with support on the 13th if Jan and didn’t get a response until the 24th of Jan.

I can only assume they are extremely busy.
 
Devilman said:
Whilst at a basic level this is true, it's rather short-sighted and extremely blinkered.

If you suddenly have staff shortages due to illness and no longer have enough staff "man hours" to cover the work, what do you expect them to do,exactly?

Magic some new staff out of thin air for 5 days until the "regular" staff that are currently off due to illness?

Utterly ridiculous.
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Nobody cares. They will just go to another shop. End of problem.
 
darael said:
The politest way I can put this, is to put yourselves in the shoes of whoever is ill and imagine how you might feel when customers are complaining of delays.

We're all human.
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The politest way to put this is to stop imagining people are acting entitled about this and simply imagine if the shop communicated an expectation that support calls will take much longer due to staff shortage through illness..

Customers can’t mind read, there is no difference between genuine staff shortages leading to very unusually long support responses and a business that doesn’t care..

It will be no surprise to tell you that admitting you have problems with support publicly affects sales (everything else being roughly equal, smooth support is part of the purchasing decision).

I’ve just spent over 3 weeks with Corsair on an obviously faulty item, taking over a week between responses, with the phone off the hook, yet advertising a 2-3 days support turn around (and a softly worded conveniently pandemic blaming caveat about the winter months may impact this)..
If they had a live ‘expectation’ statement of service, and said it’ll be 8 days for a response, I’d not be wondering what went wrong after 5-6 days and clogging up their never answered support team phone line…
 
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I'd rather honesty though, sorry customer services are taking X amount of time, then make out it's anything different, under promise, over deliver.
 
I suppose I'd be more happy to wait if it was explained why I'm waiting instead of being ignored.

When you spend £450 on something that's delivered faulty I'd expect better customer service.

It is want it is I guess, seems like the whole world is in I can't be bothered mode.
 
Surely ocuk have enough staff to cover illness? Like mentioned above, we're human, we get sick. Ocuk aren't a small startup, they are a big well known company now.

Regarding support tickets, I've been waiting since the 6th July 2021. Not a typo, 2021!!! I did get a reply asking for a bit more into, then went quiet. I've chased it every couple of months ever since. I like to keep everything in writing and this could well be ocuks longest support ticket so going to keep it running :cry:

My advice is to phone up, the web ticket systems just aren't working.
 
I raised a ticket on 21st and got a reply same day, with a satisfactory outcome achieved by the afternoon of that day.
I know it dosnt help OP's situation... However, just to balance out the negativity, I have never experienced poor CS from OCUK.

I think its safe to say that they will get round to dealing with you, just need to be patient!
 
Tbh, I think the staff sickness thing has been spun just a little too often of late. It's been going on for too long now and could be indicative of bigger issues in the company.
 
FBi7 said:
Tbh, I think the staff sickness thing has been spun just a little too often of late. It's been going on for too long now and could be indicative of bigger issues in the company.
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Coincides with Gibbo going from a single Ferrari 458 to a growing fleet of mid/super cars. Oh and the forum admin drives a £200k Lambo.

I vote fraud of the highest degrees.
 
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