Poll: OcUK Customer Support Forums

[MooMoo444]

2 votes for 1/10.. some disgruntled people here

 

[Scrutinize]

Could you add a 'not had to use it' option into the Poll?

I have shopped here for ages but never had to use the CS forum with any issues being resoved by webnote or phone?

 

[King Damager]

I voted 9.

I don't like to give 10, mostly because I'm sure you guys can improve it somewhere.

The issue I have, is that both customer service issues I've had recently, have been 'intriguing' in that the customer service department (ok 5UB) have really tried to help... Problem is, they wouldn't have needed to if OCUK hadn't messed it up in the first place...

kd

 

[Admiral Huddy]

CS Forums have been a useful tool and certainly better than the web-note system.

Messages have always been replied swiftly and efficiently.

A few questions though 5ub.. How often are the forums looked at? Do shop staff get PMs to notify of new entries? My only doubt is that maybe some people are concerned that they are posting into a wilderness and forgotten about. That's clearly not the case but I've seen posts in HW of similar complaint.

9/10 - There's always room for improvement but you do a good job to maintain high standards.

[cheque in post]

 

[Ahleckz]

2 votes for 1/10.. some disgruntled people here

They at least ought to explain why they were so unsatisfied so something can be done about it. There's no point giving them a poor rating without comment.

FWIW, I gave them 4.

 

[fiveub]

Well hopefully I'll never have to speak to you (as nice as I'm sure you are!). It's good to hear that the stock level problem has been resolved.

It's also pleasing to see that there seems to be some quality control in place. I'll continue to order from OcUK despite problems with almost all of my orders and hopefully I have little few in the future.

Ah yes, I hope you don't need to speak to me there regarding an issue, as we like to make sure issues do not occur even though there is always going to be an issue from time to time. We can obviously limit the amount of issues caused to a bare minimum which is what we are always aiming to do.

Don't forget the support forum is not just for issues, it is there for simple questions, or enquiries about something. Glad to see you will be shopping with us again and let me know how it goes.

 

[manjuice]

5UB, can you take a look at this thread for me: http://forums.overclockers.co.uk/showthread.php?t=18326224

I requested an RMA as the discs are always corrupt when I burn them, but my RMA request was put under the reason 'Unwanted' which is not the case.

Also I do not want to return them to OcUK and for them to turnaround to say they are fine and I will be charged £12.50 + delivery charge as I paid less than £5 for them. What if one of the discs in the pack is fine and OcUK just happen to test that disc? If I return the corrupt discs will it be ok?

 

[Hatter The Mad]

For that ******* GTX480 posted back at my own expense, "tested" and I was charged for the privilege to get a duff card back

The retailer is liable to refund your reasonable postage costs for returning a faulty item

 

[Azza]

I've mainly used it for stuff that isn't terribly important or that needs answering quickly and it's actually the only way I've ever needed to contact you about a problem / question I think, but it's surprisingly quick and efficient.

10/10

 

[Sho]

For me its 1/10

Because i created a thread (Support Forum) back in xmas time something like that. Waited a few days for a reply and that was it, not even a reply from any of the Dons/admins etc... Thread was Ignored.

Simple, ring up and get it sorted. Forget the forum...

 

[d_brennen]

I can assure you that you can put faith into our support on our forums.

No offence 5UB but no, no you cannot

No retailer is perfect, this is true. Anything PC gear with a wiff of dodge about it is going back under DSR for me from now on. This would have been the case had I not been on holiday at the time. Fancy that, posting to a support forum from the pool

 

[fiveub]

For me its 1/10

Because i created a thread (Support Forum) back in xmas time something like that. Waited a few days for a reply and that was it, not even a reply from any of the Dons/admins etc... Thread was Ignored.

Simple, ring up and get it sorted. Forget the forum...

I am guessing that is before my time too, can you link me to that one too.

No offence 5UB but no, no you cannot

No retailer is perfect, this is true. Anything PC gear with a wiff of dodge about it is going back under DSR for me from now on. This would have been the case had I not been on holiday at the time. Fancy that, posting to a support forum from the pool

Oh yes, I can agree with you that we will never be perfect, but we can always iron out any issues that occur, we obviously want to avoid the issues to begin with so you never have to use the support, however that is not going to happen with any company like you say. But we are always trying to improve the company as much as we can.

 

[~>Dg<~]

quite good thanks 5ub only thing that left me a little peed off was paying to send back faulty goods .

everywhere else i use or used pick faulty items up for free . last thing you want when you buy something brand new and breaks is another slap in face

rma side was very quick so that was good though.

 

[Hatter The Mad]

CS Forums have been a useful tool and certainly better than the web-note system.

Messages have always been replied swiftly and efficiently.

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

 

[mburn_83]

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.

 

[Stone22uk]

Im pretty pleased overall with the forum service. The only moan i have is a RMA issue i had took nearly 5 days to get me a RMA number after i was advised a RMA was required.

Cant fault the turn around time for the RMA tho, took less than 3 days to get a new unit sent back to me

 

[Devrij]

It was quite a while back (maybe a year or so?), but I did have an issue with a gfx card and RAM once and sought help on here. The support was great, no complaints there, but being a forum it did take quite a while to get responses (day or two). It wasn't quite efficient enough to replace over the phone support, but maybe things have changed since then!

 

[shauncr91]

Only used it once but my problem was fixed in less than 24hrs, which is impressive.

10/10 from me

 

[Martini1991]

I'd give the CS Support Forum 10/10.
Gives very fast replies, and have always given me an answer.

 

[Calgar117]

Id certainly give it 10/10

Had an rma done on my card once over 28 days an upgraded replacement was sorted for me

Certainly felt like my case was in hand from the word go