Overclockers Return Help!! XFX Geforce 7800 GS Extreme

mc_bob · 21 Sep 2006 at 15:20

Hmm,

So this person (tickedoff) posts a thread on a forum and gets instant replies.
Yet when it's been 3 months since I RMA'd a product and 2 months of constant letters and emails and phone calls, I dont ever get a proper reply?
I get cut off the phone, Every time.

Yet sameday he complains on the forums he gets offered a superior product!

Doesn't make sense in my opinion.

All I can do is sit here and lol it off

I can also take a guess and predict I will not get a reply here or the thread will be closed now

dokko · 21 Sep 2006 at 15:27

mc_bob said:
Hmm,

So this person (tickedoff) posts a thread on a forum and gets instant replies.
Yet when it's been 3 months since I RMA'd a product and 2 months of constant letters and emails and phone calls, I dont ever get a proper reply?
I get cut off the phone, Every time.

Yet sameday he complains on the forums he gets offered a superior product!

Doesn't make sense in my opinion.

All I can do is sit here and lol it off

This is where it gets messy.

dokko · 21 Sep 2006 at 15:28

Jongo said:
well add on a 2 month 13 day wait and yes

I've got a DVDRW that needs Returning, but i couldn't be bothered for the sake of £25.

I just hope OC never use Aopen products again, that would be enough justice for me.

Terrible company, i hope the go bankrupt tbh.

Cyber-Mav · 21 Sep 2006 at 15:38

i hate intermittent faults, they are the hardest to catch, since you can do 1 thing but your never sure if the problem has gone away.

AndyOcUK · 21 Sep 2006 at 16:15

mc_bob said:
Hmm,

So this person (tickedoff) posts a thread on a forum and gets instant replies.
Yet when it's been 3 months since I RMA'd a product and 2 months of constant letters and emails and phone calls, I dont ever get a proper reply?
I get cut off the phone, Every time.

Yet sameday he complains on the forums he gets offered a superior product!

Doesn't make sense in my opinion.

All I can do is sit here and lol it off

I can also take a guess and predict I will not get a reply here or the thread will be closed now

Ye have little faith!!!

Please be aware guys that this reply was in response to an isolated incident concerning XFX cards ONLY. It has nothing to do with any other outstanding RMAs. Every manufacturer has a different returns procedure to be followed and every RMA's circumstances are different.

Threads are sometimes removed in instances like this because, TBH, people take the mickey by seeing a contact like an E-Mail address and assume this is a licence to a free personal consultant within the company and constantly attempt to bypass the RMA system which should be used.

This simply spoils the use of a forum like this for everyone because we have many things to do in a day's work here trying to clear RMA's as quickly as we can. The more phones, webnotes, E-Mails and forum posts we have to answer, the less technicians we have actually processing RMA's because they are tied up with the aforementioned things.

Just to reiterate, this post concerns 2 customers with 1 XFX card each pertaining to an isolated XFX dispute.

MC_BOB......Why not e-mail me your RMA number and I'll see what I can do for you?

And to anybody else reading this, read the above carefully - Posts bombarding me/ e-mailing me demanding all manner of upgrades and rushed out RMA's will be ignored and deleted.

Every RMA case at OcUK is thoroughly tested and any replacements issued are done so soley at our discression. BUT CLEARLY... we'll never leave you out of pocket. We always replace either "like for like", "Same Performance" or repair any returns... all in accordance with the manufacturer's technical and market recommendations.

Lets use this forum as the excellent tool that it is and work together to sensibly and amicably achieve the two results (above) we got today.

Best Regards

AndyOcUK
OcUK Technical Manager
OcUK Tech Dept

mc_bob · 21 Sep 2006 at 16:19

I have little faith as so far I've been treated like a minor.

I have found out from the actual company that they no longer make the item.

Ah well, sent another webnote lol. As you said, this isn't the place for it.

AndyOcUK · 21 Sep 2006 at 16:20

E-mail me your RMA number and I'll do my best to sort it out!

If they no longer make the item, we will be credited and will replace the item to the value of the credit, which will clearly mean a better card - as these two guys above prove!!!!

Andy OcUK

AndyOcUK · 21 Sep 2006 at 16:23

mc_bob said:
I can also take a guess and predict I will not get a reply here or the thread will be closed now

Hope you are not a betting man!!!!

Drop me an E-Mail!!

AndyOcUK

mc_bob · 21 Sep 2006 at 16:27

AndyOcUK said:
Hope you are not a betting man!!!!

Drop me an E-Mail!!

AndyOcUK

Hehe, what is your e-mail addy lol? I can't find it

Not in your trust or profile, maybe I'm just blind.

Borden · 21 Sep 2006 at 16:44

mc_bob said:
Hehe, what is your e-mail addy lol? I can't find it Not in your trust or profile, maybe I'm just blind.

EDIT: I wish i had a bad RMA, imo it'd be worth it for the top card

achitophel · 21 Sep 2006 at 17:30

Again, I just wanted to add that this is probably the best customer service I have seen in internet based PC component ordering.

I just hope others appreciate the incredibly unusual nature of the problem (i.e. OcUK couldn't substantively reply to the customer as to the issue because of the commercial negotiations with XFX and hence the apparently poor response times) and don't try to use this to circumvent RMA procedures.

AndyOcUK · 22 Sep 2006 at 16:05

MC_Bob has been sorted out today.

AndyOcUK · 4 Oct 2006 at 10:58

Hi guys,

Everybody sorted out now then? Cards arrived OK?

AndyOcUK
OcUK Tech

Neil79 · 4 Oct 2006 at 11:02

pastymuncher said:
Hats off to Andy. It makes a change that someone from OCUK comes in here, admits there was a problem and get it sorted out. Usually the thread gets deleted and people banned.

Would like to see more of this from OCUK , This is the way to treat customers! not delete posts as if it never happened and shun the customer on the forum

Well done

robaylesbury · 4 Oct 2006 at 11:25

This is nice to see. A couple of years ago a had some problems with an old XFX6800, and back then OCuk were probably not quite as responsive.

For me sales and service are as one. Good service breed customer confidence.

There's a saying which goes "People like doing business with people they like doing business with"

Like any organisation, there will always be issues from time to time. Sound as though things are moving the right way though, and as such huge credit for OCuk for that.

Well done.

banja · 4 Oct 2006 at 14:03

Sorry to jump in here, but I had heard, shall we say, less than favourable things about OcUK's customer service in the past. Certainly enough to worry me about buying from them.

I'd registered here basically to try and get a feel for how the company, and it's community work, and threads like this one are very reassuring. I am planning an entire upgrade soon, and have never managed to establish a loyalty with any one supplier. Perhaps OcUK will prove to be that company?

It's obviously impossible to gauge whether threads being deleted are done to save face (have people really been banned?) or whether the threads in question are simply counter productive towards helping drive forward good customer relations. But it is good see complaints remaining on the forum, as solving issues publicy does much to increase customer trust and loyalty.

Slinwagh · 4 Oct 2006 at 14:26

Neil79 said:
Would like to see more of this from OCUK , This is the way to treat customers! not delete posts as if it never happened and shun the customer on the forum

Well done

I second this, it adds a lot of credibilty in my opinion. Being fair I think it would be unfair to expect OcUK to deal with all issues in this public way for obvious reaons.

Thinking of it from a potential customer point of view I would find it very reassuring that an official rep of OcUK has been big enough to deal with the issue openly and trasparently.

The deleting of legitmate queries may make some people thin twice......

Those who have nothing to hide hide nothing..........

jrodga2k5 · 4 Oct 2006 at 15:37

Great customer service from OcUK is not a surprise as any time iv had an issue or RMA its all turned out well!

But this is great news for all the guys having problems!

Neil79 · 4 Oct 2006 at 15:39

jrodga2k5 said:
Great customer service from OcUK is not a surprise as any time iv had an issue or RMA its all turned out well!

Mine have been awful every single time , mostly ram related even when crucial said " THEY ARE FAULTY " ... I even argued that i bet they didnt even test them just lied to me to make money for shipping!

But this was last year , seems things have improved big time and i hope it continues :cool:

Gibbo · 5 Oct 2006 at 14:39

Hi there

OcUK is a constantly growing company and sometimes we get growth spurts which can obviously impact our ability to service customers.

However OcUK constantly continues to employ extra staff and improve its training of new members to provide better service. Also resources are constantly under expansion such as the new phone system which has made a huge difference to our ability to help service customers better.
OcUK now hardly misses any phone calls, so if you call us you will be able to speak to someone generally within 60 seconds of calling us.

We are also recruiting extra staff for the busy period and our operation shall be having a huge positive change soon that will make dealing with overclockers a very enjoyable experience. We are spending thousands on improving the customers experience with OcUK and constantly battling with manufacturers for better support.