Poll: OcUK Customer Support Forums

How would you rate our customer service via the forums

  • 1 out of 10

    Votes: 8 5.8%

  • 2 out of 10

    Votes: 3 2.2%

  • 3 out of 10

    Votes: 2 1.4%

  • 4 out of 10

    Votes: 3 2.2%

  • 5 out of 10

    Votes: 6 4.3%

  • 6 out of 10

    Votes: 8 5.8%

  • 7 out of 10

    Votes: 7 5.0%

  • 8 out of 10

    Votes: 19 13.7%

  • 9 out of 10

    Votes: 29 20.9%

  • 10 out of 10

    Votes: 54 38.8%
  • Total voters
    139
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I've made 3 threads and all have been answered within hours of posting.

I guess the stand out one was when I ordered a memory card as I was going on holiday that friday. It showed as "in stock" but never got dispatched. Checked back the next day and it was showing "out of stock". Quick post in CS support and I was assured more stock was coming in that day and the item would be dispatched. Sure enough it was and I received said item in time.

Other times were just quick stock checks on items. 5ub confirmed stock, confirmed I got last one and confirmed it had been dispatched.

Cant fault the forum help, but the stock checker clearly isnt real time. I tend to not bother ordering something if it shows <10 in stock (the above being an exception) as I have been burnt too many times.

Why not have a real time stock checker which reserves items when I place in my basket? It would free up your time as you wouldnt be answering "stock check" questions all the time.
 
5UB said:
Many thanks, safe to say that was before my time. :)

I ensure that all posts are replied to before the end of the day, usually reply within minutes/hours now (as long it is during work hours). :)
Click to expand...

Ah ok.. Maybe at the time everyone was busy and my thread was missed/forgotten.

I'll give it a shot next time if i need to RMA or any other issues.
 
Service has been great, only time will tell how the sytem will turn out, but so far so good and I have all the confidence. Even if there are problems I am sure they will be resolved professionally and quickly. Thanks to Overclockers, especially 5UB for all answers and support. Keep up the good work, you have made yet another loyal customer :)
 
9/10

It's my main route of support here and I really do believe it works great.

Loses 1 mark due to a minor issue in the past (which was rectified later).

Also don't like giving full marks as nothing's perfect! :p
 
I've not used the CS forum, but I have had trouble using your other forms of communication.

My main question is why do you prioritise support over the CS forums as opposed to the WebNote system and telephone calls?

I was sold a product that wasn't as described, I was alittle upset so wanted to speak directly with somebody on the phone. I rang up and was told that you couldn't help over the phone, and that returns had to be made using the Web Note system........all my web notes were ignored. I rang up and again I was told that all returns had to go through the web note system........I gave up. The only time I was ever directed to the CS forums was after making a public post on the forums complaining, and a random user told me about it. Even then, it wouldn't actually let me post anything in there.

Anyway, the point I'm trying to make is why do you have a telephone system in the first place, and a web note system, surely all forms of support should receive the same priority? I've been an OCUK shopper for over 10 years and I'm very keen to buy a new system from you, but at the moment I have concerns if I need to return anything.
 
janp said:
I've not used the CS forum, but I have had trouble using your other forms of communication.

My main question is why do you prioritise support over the CS forums as opposed to the WebNote system and telephone calls?

I was sold a product that wasn't as described, I was alittle upset so wanted to speak directly with somebody on the phone. I rang up and was told that you couldn't help over the phone, and that returns had to be made using the Web Note system........all my web notes were ignored. I rang up and again I was told that all returns had to go through the web note system........I gave up. The only time I was ever directed to the CS forums was after making a public post on the forums complaining, and a random user told me about it. Even then, it wouldn't actually let me post anything in there.

Anyway, the point I'm trying to make is why do you have a telephone system in the first place, and a web note system, surely all forms of support should receive the same priority? I've been an OCUK shopper for over 10 years and I'm very keen to buy a new system from you, but at the moment I have concerns if I need to return anything.
Click to expand...

It is my job dealing with the forums, that is why. - As for the issues you have been having you can make a thread in the support forum and we will be able to help. - Or continue through the webnote system and we can help there too.

This thread is for feedback on the forums just so I can see where we are lacking and what could be done to improve this area. :)
 
Customer service forums aren't too bad if you have a problem, the product suggestions forum isn't the best though, I was trying to get OcUK to order in a side panel for the Corsair 650D and due to slow responses and not really sounding like wanting to help, I ended up getting a competitor to source the part and provide it, thus losing yourself a sale.
 
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