OCuk RMA/Customer Support response time?

[dcsarge]

*Please move this if it is better suited else where*

Can anyone give me an idea of typical response times to webnotes and CS forum queries? I haven't had any response to a query sent this morning via the forum or to a webnote sent earlier this afternoon. I have also had no luck on the phone as it is engaged everytime I try.

I didn't get any answer via the CS forum the past couple of days either (not even a courtesy reply).

 

[Thekwango]

That sounds pretty strange, any time I've used the CS section I've had a pretty swift response. It is the Christmas period tho so probably rather busy meanig you may have to be patient, or keep trying the phone.

 

[dcsarge]

Believe me I am. What gets me is I can see the number of views against the CS forum post. I just want to find out how long it will take to sort out a replacement on a brand new case that DPD collected yesterday and was delivered to OCuk this morning. The RMA section of the account doesn't even acknowledge receipt yet.

I could understand if it was technical problem that required testing and had to join a queue but it a physical build issue that could be verified easily.

I have worked in many customer service envionments and I understand they may not be able to look at something straight away but I would at least hope for reply to say so.

 

[Walsandrew]

i have been in contact them with a lot the past week or so, and i have to say the response times have been very poor. originally i got in contact through a webnote, the response came a day and a half later and only answered one of my qustions. it seems to be on at least a half hour wait just to speak to someone, and even when you do, chances are the guy you were speaking to before is now on the phone. i've had to keep changing the person i've been dealing with because even though i ask for a message to be passed on so they can call me back, they never actually call. it is surprising really given that how large my order is. and the impression i get is that they are either run of their feet and under-staffed (i guess it's kind of understandable in this christmas period) or they are spoilt for business. i doubt it's the latter. lucky for them that i was dead-set on going with ocuk for my order, otherwise i would have definetly taken my order elsewhere with this service.

probably not what you want to hear, but just to give you heads up.

 

[dcsarge]

I have had reply back from the webnote while I was getting tea for my family. Apparently it hasn't been booked through the warehouse yet, so I have to wait for it to get through to returns from there.

Looks like it will be Monday before I know anything now.

 

[dcsarge]

Just a quick update. I have had an email to say the case has been replaced and will be shipped on a new order

I am looking forward to getting everything stuck back in the new case. All I need to do is decide what to do about a new graphics card and cooler.