Poll: OcUK Customer Support Forums

[teejay73]

I have made 2 posts on the customer support forum and on both times they have been very responsive and resolved the issues straight away...10/10 for me!

 

[Metalface Mark]

Had a quick response on the points ive raised in there, ive no complaints. I remember the bad years of trying to phone in when there was insufficient staff and phone lines.

 

[ThundyCat]

Made a handful of posts in CS. Fast response times, no issues here.

 

[alex24]

All of my posts in CS have been dealt with quickly and with a positive outcome.

If only the phone support/webnotes were as good!

 

[Efour]

8/10 couple of times ive used the forums to contact for an RMA and the people who answered have been unnecessarily long winded about the whole process, sometimes taking 3 or 4 replies to get an RMA number when it could have been issued on the first response if they had just took the time to read what was posted in the original.

Other than that Flawless.

wait a minute isnt the forum the same as webnotes?? lol hmmm if not then its webnotes i have issues with.

 

[rickh]

Very informative, but doesn't seem to integrate with any formal systems.

For example, when I wanted to return my faulty ocz SSD, I had to explain the problem in depth in the forum and then when I came to the ocuk shop, I had to explain the problem in depth again, and rewrite the problem using pen and paper.

 

[Kona*]

I've given a 9/10. When I've had to use the CS forum I've (nearly) always had a prompt reply, but I've had one of my issues ignored before which resulted in me phoning my problem in. Please note my 9/10 is only for the CS forum - all other modes of communication and issue handling with OcUK has been terrible.

Telephone: Wait for 25min for answer, talk to someone who can't help, get given a promise of a reply by email or call back which never happens. Case in point: Bought a NZXT Phantom which was missing the USB header cable, I initially submitted a case to the CS forum but didn't get a reply for two days so I phoned it in. OcUK's response? Send the whole case back. Really? The whole case for a USB header cable? I ended up emailing NZXT and having one shipped directly from the Netherlands. That is how you do customer service.

WebNote: Submit issue, no way to track the case progress or see previous replies/comments or previous submitted issues. Receive one line answer which doesn't resolve the issue. Give up and go to CS forum.

And on another topic, I haven't had to RMA anything to OcUK for ~3 years but the last time I did it was an absolute nightmare. Everything I sent in came back as No Fault Found and I was charged the delivery back to me, only to find out it wasn't working. Each time I went direct to the manufacturer and received a far better service.

I've just had to RMA a motherboard as I had an issue with it outputting video from an add-in GPU and it was missing an advertised feature (not OcUK's fault - mods, see here: http://forums.overclockers.co.uk/showthread.php?t=18326159) and I'm dreading the whole experience to be honest. I've taken photos from every angle before packing it, photos of the packing and photos of the box once packed with shipping labels on it, it's also going via RMSD and has been packed to withstand a dropkick as I simply don't trust my refund will go through without issue.

Sorry guys, I really hope you can prove me wrong and turn my view on OcUK back around but from my previous experiences I'm not confident. I'm sure you have the best of intentions but some staff seem to not give a damn and it's them who let the side down in my opinion.

If this breaks the rules then I apologies, please delete or edit my post but you did ask for opinions and this is mine!

Edit: Also, as others have said, a central issue tracking system is needed, if you contact OcUK by WebNote, CS forum or Telephone it needs to be logged somewhere so every technician can see the case history no matter of how you get in touch.

 

[Hatter The Mad]

Very informative, but doesn't seem to integrate with any formal systems.

For example, when I wanted to return my faulty ocz SSD, I had to explain the problem in depth in the forum and then when I came to the ocuk shop, I had to explain the problem in depth again, and rewrite the problem using pen and paper.

Indeed! One of the problems of not centralising...

What I don't quite understand is why OcUK generally make it so difficult to contact and keep track of email requests.

I mean, the web note system was good in 2001, but isn't it about time to get a decent (and I cannot believe OcUK does not process the volumes to warrant one) web-based helpdesk, that is easy to use for the customers too?

I mean, seriously? https://www.overclockers.co.uk/webnote.php

Rather than placating us 'power shoppers' (who tend to be active on the forums too) with an area on the forums to get customer support, why not centralise it all and give us a good, single go-to place for support (knowledgebase, email, tickets, etc).

Worth a look: www.kayako.com www.assistly.com

 

[Kazz]

I've not used the CS Forum before so I've not voted. However the webnote system and telephone customer service has been great for me in the past .

 

[Glaucus]

Can't really rate it, think I used it once. To ask about dead pixel policy. Reply did nothing to help me, just the general waffle like usual about manufacture policies. So not great, but never got a satisfactory reply from any retailer though, as such I only buy 2nd hand or eould use my distance selling regulation rights.

I don't know why companies can't just be clear on it, would be greta if if they had to replace more monitors than they usually do, as I can't be the only one. Not willing to settle for dead pixels. Then again that was a long time ago, so maybe it's changed.

 

[Vulcan]

I've used the webnote system, not the CS forum, found it fairly unhelpful. It's the only problem I've had with OcUK, but it only takes that once.

 

[Pudney]

I've done 7/10.

Whilst both times I've used it I've gotten helpful and useful replies it can be a tad slow to get a response.

It may be worth suggesting having people acknowledge posts so at least you know someone's seen it and will look at it in due course!

 

[fiveub]

Many thanks for the feedback everyone, I am writing notes.

 

[Tummy]

Had a problem with a monitor a while back, helped me get it replaced with Dell.

Had a problem with a GFX card many moons ago, posted a replacement and then offered a refund.

Only two issues I've had in a fair few years and many orders. Both solved quite promptly and both done via email / forum.

 

[Justintime]

Nothing but good things to say, 5UB took care of my needs and in record time. Give that dude a raise!

 

[Westyfield2]

I've found the Customer Support forums to be great . However obviously it would be even better if I never needed to use them...

nor do I believe that their stock management system is accurate.

Unfortunately I agree .

 

[Reaper 392]

you've put up with me and all my questions. definitely getting 10/10, especially since you were so helpful and patient

 

[ChrisGTL]

7/10 - The actual support was good - however I was disappointed with the delay for OC to issue a refund and the lack of communication.

This for me ^^ - 7/10 is still high up in all the other places I spend my hard earned cash.

Infact only one place gets a 9/10 for me, and that's because its local to me so I've saved lots of money sending defective items back.

 

[tidusjar]

I put 9/10 by accident, can you change it to a 10/10?

Customer service has been great for me, 5UB mainly helped me out and kept me up to date! A* for him!

 

[Pate]

The 10p a min number puts me off.