Never Again? Poor Customer Service?

budwozza

budwozza

budwozza

Associate
Joined
30 Oct 2009
Posts
243
In 2011 I purchased a Corsair 850w PSU, I selected that particular PSU based on reviews and the lengthy warranty. Last night it failed dramatically, the PC wasn't even running (but it had power to it), and its in another room but the noise it made woke us up and it tripped the power.

Today I contacted Overclockers customer support to be told that I would have to contact Corsair as they didn't offer support after 12 months, however upon further questioning and quoting the SOGA to the operator he got a bit flustered and said things like "it will take us 28 days to sort, but Corsair will do it in half that", (kind of admitting they are responsible) he also said that he would not take it back as "he would get into trouble and didn't want to loose his job!" then as the conversation was nearing its end, but not finished, he said " do what you need to do" and he put the phone down!

Usually Overclockers have dealt with previous issues professionally and timely as expected, but from my experience today, I will now consider taking my custom elsewhere.

To anyone else who has warranty issues, please read the Sales Of Goods Act as they will probably be in breach of it.
 
Your warranty is with corsair not OcUK, do you have the bit of the SOGA that says the retailer still has to deal with it?
 
Good morning,

Please can I have your order number, so I can look into this in more detail. Thanks. :)
 
Yup Corsair needs to be contacted but I'm sure 5UB will be here shortly to help you out :)

Stelly

EDIT: Speak of the devil :)
 
Dude, just contact corsair. you will have to ship it to them, will cost about £20 depending who you post with. but they will send you a new one back :)
 
As the item was Purchased in 2011 way beyond its initial DOA period and well into it's warranty period which after the 1st year with pretty much every reseller will refer you back to the manufacturer Directly.

We can take it back and we can send it on your behalf to corsair but effectively we are an additional rung in the chain. We won't replace it immediately as it is outside of the Terms which are set out on the website to do so.

So when it comes back from Corsair in the form of a replacement or a credit to ourselves we can forward the replacement or issue a replacement from our stock.

As the item has been in use for 2 years you could argue either way of the sales of goods act that it was and has been fit for purpose and it would be very hard to prove that it wasn't or that it was in some-way defective when you bought it which would have course leave us Liable. As it is over 6 months old the onus would be on you to prove that under the sales of goods act.

My colleague has clearly advised you the fastest route to get your issue resolved and from my experience personally RMA'ing direct to corsair has been a pleasant experience with a swift resolution.

So ultimately it's upto you, We can raise the RMA you can return the item to us we can then send it to corsair and await them to deal with it and return an outcome to us which on average as frustrating as it can be takes 28 days. At which point we will provide you with a replacement item.

If you would like to proceed with this or have any other queries regarding warranty terms and our RMA returns do not hesitate to come to myself or Bailey in the customer Service section in the forum. http://forums.overclockers.co.uk/forumdisplay.php?f=119



I can not comment on my colleagues conduct and if you wish to raise that with a manager feel free to do so via the complaints section of the contact us page on the website https://www.overclockers.co.uk/webnote.php#complaint
 
Corsair pretty much demand the consumer go direct to themselves.

I've always understood it (As Twst) has mentioned, that you can use your E-tailer as a middleman after the first year.

But they're not dealing with it, they're just the middleman.
 
Sounds to me like the operator offered to help you, but also sensibly advised you RMA it directly with Corsair (Which is what pretty much everyone on here does).

We do not know the conduct of the operator or yourself.

I don't see the problem.

For the record, I don't care to kiss the ass of OcUK, it serves no purpose. Honesty is what counts, even if it means not being here. In this case, OcUK have done the right thing, and it seems to me like you kept badgering the operator (but indeed, perhaps he should have been more polite, but as said, we don't know your conduct).
 
Also, Corsair do advanced replacements so you won't be without a PSU for long, They'll put a hold on your credit card, ship out a replacement within a day or so, delivery takes up to 2 days.
 
TwsT said:
I can not comment on my colleagues conduct and if you wish to raise that with a manager feel free to do so via the complaints section of the contact us page on the website https://www.overclockers.co.uk/webnote.php#complaint
Click to expand...

Hmm no one pointed me to that link when I was out right called a liar by one of the 'customer service' staff couple years back(was in regards to the RMA of the asrock extreme 7 gen 3 with CPU socket bent pin), I posted in a few threads(one off them being my build log). People mention the soga but no one linked the complaints bit. Maybe I should have posted a similar thread to this.
 
Things have changed massively at OcUK in the last few years from what I can gather, they we're never rated overly highly on their CS but that's changed.
 
fowler002 said:
Hmm no one pointed me to that link when I was out right called a liar by one of the 'customer service' staff couple years back(was in regards to the RMA of the asrock extreme 7 gen 3 with CPU socket bent pin), I posted in a few threads(one off them being my build log). People mention the soga but no one linked the complaints bit. Maybe I should have posted a similar thread to this.
Click to expand...

All changed now, over the last year we have changed massively. :)

And continuing to change, we have a massive list of things to do. :)
 
I recently called up the customer support service and asked about a missing product and getting a refund and the guy was a happy man who helped me out, i think sometimes u get the odd ball i guess who is not having a goo day
 
tom_e said:
Things have changed massively at OcUK in the last few years from what I can gather, they we're never rated overly highly on their CS but that's changed.
Click to expand...

Well I sure as hell hope so seeing as calling a customer a liar isn't in any of the training hand books(well sure hope not, wasn't in any of the stores I've worked in).
 
Each time I have called OCUK customer support I have always received such great service.

I think above post was correct perhaps the OCUK gentleman was having a bad day. :)
 
Back in the day (I'm talking 10+ years ago) they had a crappy rep especially with RMA's and as such I stayed away for years.

Fast forward and I bought all my bits for my new system from them based on a colleague at work singing their praises. I've done two RMA's with them (Well three but I double checked a component and realised it was fine, so cancelled the RMA) and they were great.

Really impressed and the DPD delivery is a good complimentary service too.

I wouldnt really use any other retailer now. I've even used OC when on occasion they've been a bit more expensive!
 
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