ocuk RMA

[huh]

Just like to say thanks for all your help oc. and thanks for the farst rma too. iv been shoping on the internet for a few years now and had some bad experins with other ppl and shops. oc has good suport frendly staff who bend over backwards to help you. iv all so talked to the main boss of oc a few times too and he allways takes time to talk to you too and help if you have problams. i just wish other shops was like oc once more thank you so much for your help and kindness to me thers few weeks i will be sicking with oc for all my pc parts from now on. I wish you all a vrey happy xmass and a vrey happy new year. janek freeland

 

[Zefan]

Good service isn't it

 

[WJA96]

I have to say that I usually buy from the shop rather than on-line and my experience has been identical. There is no messing about, they either give you a new one or the option of a refund or an alternative.

Competitors often have illegal signs up about restocking fees and only giving credit notes. OcUK are very straightforward in this respect.

And, just thinking about it, they're extremely polite about it too!

10/10 from me!

 

[MetA]

Good service isn't it

Not always

"huh" ......How do you contact the "boss of ocuk" ?
I'm having a definitely difficult time getting anyone to pass my messages or calls to him/her.

 

[4T5]

Well done for taking the time to post a positive remark.
I for one am sick of only hearing bad storys.
I use Oc as i have found it to be the Best. Best products, best service and best RMA. The other day i rang there support number and the phone was answered within a minute, same as the sales number.
No messing about plain English talked and all was sorted Immedietly.
On top of that my relationship with the forums make me feel a part of it

Happy Xmas the Shop.

 

[Gibbo]

Not always

"huh" ......How do you contact the "boss of ocuk" ?
I'm having a definitely difficult time getting anyone to pass my messages or calls to him/her.

Hi there

The actual boss/owner is not contactable just like you can't speak to the owner of Dixons/Curry's etc.

However just like any other big company there are managers in place to help sort issues.

Drop an email to Phil Meredith who is OcUK's general manager. His email is [email protected]

 

[Ecl]

I wish I could say the same, haven't had the best service. Been nearly 2 months since I sent my faulty GFX card back and still no replacement/refund/alternative after numerous phone calls.

 

[MetA]

The actual boss/owner is not contactable just like you can't speak to the owner of Dixons/Curry's etc.

I've had conversations ( e-mail and phone ) with the MD of Telewest before and a face-to-face with their network management team !
I worked for a multi-national who's CEOs were happy to talk to customers with issues.
"best business practice" will always have an escalation path in place and available.
But, that's not the issue now

However just like any other big company there are managers in place to help sort issues.

Drop an email to Phil Mxxxxxxx who is OcUK's general manager. His email is [email protected]

THANK YOU, Gibbo.
If only folks in sales and support had known that
Cheers, I'll drop Phil an e-mail.
( You may want to remove the above e-mail link in case there are any spammers browsing )

 

[jimmyjimmyo]

I wish I could say the same, haven't had the best service. Been nearly 2 months since I sent my faulty GFX card back and still no replacement/refund/alternative after numerous phone calls.

ONLY 2 months I am now heading into 4 months and counting the RMA team have had the card longer than I had .

(only good thing about my situation is that it gave me a reason to buy a 8800gtx )

TBH this is the first time I have had a problem and I think it could be down to the graphics card manufacturers taking their time rather than OCUK who have been quality on the very few occasions I have had to rma something back to them.

 

[WJA96]

I wish I could say the same, haven't had the best service. Been nearly 2 months since I sent my faulty GFX card back and still no replacement/refund/alternative after numerous phone calls.

That is so completely at odds with my own experience that I'm genuinely gobsmacked. I just queue up and smile at the guy behind the counter. OK - I'm in there quite a bit - but even so, I have no reason to believe they're not just as nice to people who don't shop there on a twice-monthly basis.

I am quite old though, so maybe that counts in my favour?

 

[MetA]

That is so completely at odds with my own experience that I'm genuinely gobsmacked. I just queue up and smile at the guy behind the counter. OK - I'm in there quite a bit - but even so, I have no reason to believe they're not just as nice to people who don't shop there on a twice-monthly basis.

yeah, but OcUK sales and support are via the web too.
I agree tho', as you say there are nice guys too.
It's just the processes that seem to be lacking - typical change management issues as a company grows

I am quite old though, so maybe that counts in my favour?

I'm 48, so how old do we need to be ?
j/k
I think the face-to-face is working in your favour.
The follow-up procedures to engage remote customers aren't as well practised .

 

[Richdog]

That is so completely at odds with my own experience that I'm genuinely gobsmacked. I just queue up and smile at the guy behind the counter. OK - I'm in there quite a bit - but even so, I have no reason to believe they're not just as nice to people who don't shop there on a twice-monthly basis.

I am quite old though, so maybe that counts in my favour?

I've had two bad experiences here... one was bad memory and tring to get a refund was like getting blood out of a stone (that was over a year ago though). The other was a reund on a motherboard (ABIT AW9 MAX) that I returned unopened under the distance selling act and ended up getting an argument with one of the shop staff over my desire to get a refund instead of just replacing it directly!

 

[WJA96]

...I returned unopened under the distance selling act and ended up getting an argument with one of the shop staff over my desire to get a refund instead of just replacing it directly!

Well, they shouldn't be arguing. They sell stuff mail order, there are regulations. If you cancel the contract then the rules are the rules. I think just being consistently firm is good. And smiling a lot. Even if you can't see them, smile at them down the phone. I swear it works!

 

[WJA96]

yeah, but OcUK sales and support are via the web too.
I agree tho', as you say there are nice guys too.
It's just the processes that seem to be lacking - typical change management issues as a company grows

I agree - It's never the people, it's always the process. People have good days and bad days and if you see the fighst that break out these boards about tiny, almost imperceptible differences of opinion, then you realise that diplomatic communication by typing is a real skill. And it's not one I claim to have.

I'm 48, so how old do we need to be ?
j/k
I think the face-to-face is working in your favour.

Well, I think you're old enough then! Face-to-face and being a regular definitely count in my favour. However I wouldn't be a regular if I didn't get good service the first time I needed it and I see other people bring stuff back all the time and they seem to get similar service - even the guy in the queue in front of me who had bought a monster graphics card (PCIe) and said it wouldn't fit his system (PCI) and he brought his old card in to show them. It was priceless as they talked him through the upgrade process and then sold him a 6200 PCI card with a sizeable refund instead. And then he asked if it would still give him "really good frame rates in FarCry". I had to bite the inside of my cheek to stop myself laughing out loud when the assistant said "Probably not". Actually, I reckon you could fill a book with the comments overheard while queueing in OcUK.

 

[Big.Wayne]

Just gotta say overclockers.co.uk offer very gOOd customer service, had several issues with hardware over the years but it was all resolved. Some of the refunds took a little while to appear, as a general rule it seems the 'smaller' the sum the longer it takes i.e: If they refund you £100 u will get it back quite quickly but if they are meant to refund you £15 u may be waiting a while.

The phone service is good and has improved much over the past serveral years and all the guys who pick up the phone have got funny accents!

I would advise anyone thats uses the phone service to be polite and calm with the staff member, this method will speed up the whole process unlike my mates 'Big Dave' tactics which is to scream and swear and threaten physical violence

I gather OC.co.uk is still staffed by humans, there was a rumour that SPIE was trying to import some robots from Japan to automate things but apparently the first batch was faulty and had to be RMA'ed.

 

[WJA96]

I gather OC.co.uk is still staffed by humans, there was a rumour that SPIE was trying to import some robots from Japan to automate things but apparently the first batch was faulty and had to be RMA'ed.

I heard they wouldn't take them back and that the robots are now employed as mods which is why this shop related thread will doubtless be pulled any moment!

 

[huh]

Hi there

The actual boss/owner is not contactable just like you can't speak to the owner of Dixons/Curry's etc.

However just like any other big company there are managers in place to help sort issues.

Drop an email to Phil Meredith who is OcUK's general manager. His email is [email protected]

thats who i ment thanks =)

 

[LoadsaMoney]

Well done for taking the time to post a positive remark.

Well hes hardly likely to post a non positive, seen as you can't and its a suspension if you do, so beware Ecl, unless you edit that post before its spotted.

 

[Muttley59]

I wish I could say the same, haven't had the best service. Been nearly 2 months since I sent my faulty GFX card back and still no replacement/refund/alternative after numerous phone calls.

I am having the same problem with a faulty mouse and looking at the other posts here it could be some time before this problem is sorted.

 

[andyr]

Hi , i am a local to the shop that is and i think there policy has changed over the past year as far as my experience goes, and i think they are aware that bad news travels a lot faster than good news .