** OcUK HAS 21 CUSTOM GTX 1080 MODELS READY FOR PRE-ORDER !! **

Bloodr0se said:
No I saw that, but an apology wouldn't have cost anything and probably would have sent a more effective and positive customer support message than "haha".
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He needs to apologise for a supplier problem? Nope. Should he apologise for not updating a website immediately? Nope.

Behave yourself.
 
smallzz said:
He needs to apologise for a supplier problem? Nope. Should he apologise for not updating a website immediately? Nope.

Behave yourself.
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I didn't say that he needed to apologise. I said that it would be good customer service practice to apologise.

Its their business though and its up to them obviously but it might not be the worst idea for them to act in a slightly more professional manner.
 
Bloodr0se said:
I didn't say that he needed to apologise. I said that it would be good customer service practice to apologise.

Its their business though and its up to them obviously but it might not be the worst idea for them to act in a slightly more professional manner.
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I don't see how they have acted in anything but a professional manner. It's not good customer service practice to apologise for something as stupid as a incorrect date not being fixed straight away especially because the supplier issue is out of their control. Writing 'haha' is not unprofessional and if you think it is then i feel sorry for you.

I once had a customer complain about a replacement HDD due to a tsunami destroying our supplier in Asia and he wanted an apology because it will take 3 weeks to source and send him one that we did'nt usually supply. Should i have apologised for creating a tsunami and damaging the factories?
 
Bloodr0se said:
An apology can go a long way in customer service, even if you don't necessarily mean it or find it warranted from your perspective.

I respectfully disagree.
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Clearly we have a difference of opinion. If i had a problem I wouldnt want someone to apologise for no reason or without purpose. If they sent me the wrong item maybe but for something like this then no.

Apologies are given out too lightly these days. Writing 'haha' is simply a way of showing a bit of emotion which can often be hard to do on a forum.

Do you want all OcUK staff to be robots or would you like a personal feel?

I personally have much respect for the staff. I've ordered many items from them and they have always been top notch at sorting out any issues and I've never felt an apology has been warranted in any of the situations.
 
Bloodr0se said:
An apology can go a long way in customer service, even if you don't necessarily mean it or find it warranted from your perspective.


I respectfully disagree.
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It's time to drop this now. I think the moderators have been pretty patient with you until now.

We are all doing our best to keep the customers informed. Trade shows are part of our job and Computex is one of the only opportunities that we get to meet our "smaller" suppliers face to face to thrash out deals which enable us to provide you all with such a wide range of well priced products to choose from. The fact that these guys are still responding to your messages at such a late hour (for them) just goes to show their dedication.

Delays happen and when they are neither our fault or isolated to our customers then I think it's only our responsibility to inform our customers, not necessarily to apologise.

In addition to this, you are expressing yourself on our free forum, yet another service which we provide. It's not a free for all though, please remember that. You are expected to maintain a certain level of respect.
 
ScottiB said:
It's time to drop this now. I think the moderators have been pretty patient with you until now.

We are all doing our best to keep the customers informed. Trade shows are part of our job and Computex is one of the only opportunities that we get to meet our "smaller" suppliers face to face to thrash out deals which enable us to provide you all with such a wide range of well priced products to choose from. The fact that these guys are still responding to your messages at such a late hour (for them) just goes to show their dedication.

Delays happen and when they are neither our fault or isolated to our customers then I think it's only our responsibility to inform our customers, not necessarily to apologise.

In addition to this, you are expressing yourself on our free forum, yet another service which we provide. It's not a free for all though, please remember that, you are expected to maintain a certain level of respect.
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I don't think I have been necessarily rude or disrespectful but that's fine. However please keep in mind that despite your provision of a forum and providing quick responses to emails etc, your level of customer service has been called into question in the past and your reputation amongst certain online consumer communities in the UK is unfortunately not the best. I personally have had a huge problem with you in the past and things like this don't help.

I'm not trying to start an argument or anything here but I just think that its something to keep in mind. Regardless of who is at fault here, if you have taken money from people for a product and specified a delivery date and are now unable to provide that product on time, then surely its just good customer care to offer an apology.
 
Ok my apologies our website is not reflecting what I learnt a few hours ago with some board partners. This is global not just uk.

Now onto trade conventions, you do realise if we did not go to foreign countries to meet new suppliers, networking, socialising as most of the best deals are made over beers all the amazing products on our website half of them would not exist and would not be available in uk.

This arising around is one of the most important expects of our business it allows us to bring our customers more products and better prices.

Plus yes of course it's great fun even though the hours are each day like 07:00-05:00, yes we get little sleep and work and party nearly 24/7 with tonnes to do and I am still here in a bar replying. Not one other company in the world does this.

So once again if you were offended by my haha which meant no offence then my apologies. Oh and if I was not in the Far East I'd have not learnt this shipment delay as quick.

I shall get our site changed to 17th By guys back in office ASAP. (PS OcUK staff please action ETA update).
 
Bloodr0se said:
I don't think I have been necessarily rude or disrespectful but that's fine. However please keep in mind that despite your provision of a forum and providing quick responses to emails etc, your level of customer service has been called into question in the past and your reputation amongst certain online consumer communities in the UK is unfortunately not the best. I personally have had a huge problem with you in the past and things like this don't help.

I'm not trying to start an argument or anything here but I just think that its something to keep in mind. Regardless of who is at fault here, if you have taken money from people for a product and specified a delivery date and are now unable to provide that product on time, then surely its just good customer care to offer an apology.
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The past is just that, the past. A past which included a change of ownership and complete change of policy.

There are very few members of staff here currently who were present back in the day when our customer service policy could be brought into question. I happen to have left the company, only returning once I'd met with the current management and seen the changes for myself.

We are sorely aware how difficult it is to change reputations amongst those who were offended by policies which no longer exist, but we happen to find it offensive when somebody tars us with the same brush for no good reason. I hope that you understand. We dedicate a lot of time and effort to keep our customers in the know.

For your information, not a single board partner has yet informed us of the delay via usual channels, so had it not been for Gibbo being in Taiwan, we'd probably be in the dark still.
 
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ScottiB said:
We are sorely aware how difficult it is to change reputations amongst those who were offended by policies which no longer exist, but we happen to find it offensive when somebody tars us with the same brush for no good reason..
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I wasn't trying to do that at all. Actually, if anything the way that you seem to have gone out of your way to respond to my concerns on this thread has proven to me that I think you're worthy of a second chance.
 
Bloodr0se said:
No worries. And the 'arsing around at conventions' remark was aimed more at the likes of EVGA than you guys to be honest.

Have a safe trip.
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It's the same for them they are here to pass their fustration and sales demand onto nvidia and as the saying goes work hard play hard!

Also our CS in last 3-5 years has transformed! :)
 
Hats off to OCUK staff if you ask me, they've only gone by the info they had at the time. I think anyone who expected these cards this week was hopeful anyway. I appreciate the update and look forward to my card in a few weeks time.
 
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