Really not happy with OCUK

tezza1982

tezza1982

tezza1982

Associate
Joined
11 Jun 2012
Posts
122
I'm posting this out of sheer frustration because I thought OCUK treat their customers better than this. I bought a Gigabyte Z370 Auorus gaming 7 motherboard when coffee lake launched and its developed a fault. I have RMAd it and OCUK have said they have had to send it back to Gigabyte and its a potential 28 day repair or replacement.

I asked if anything could be done about it on the phone and the guy sounded like a broken record quoting "procedure" to me, I was perfectly reasonable and polite and asked if I could discuss with a manager to see if there is anything that could be done and the guy transferred me and I got a voicemail - really frustrating.

All I asked for is that given the thousands of pounds I have spent over the years and the fact I am now without a computer over the Christmas period for which I booked 2 weeks off to enjoy my PC is to see if something could be done. I cannot believe the last guy told me that it doesn't matter how much you spend that doesn't earn you extra privileges. - He actually said that !

I don't feel I am being unreasonable to ask for a replacement £250 on a motherbaord that is faulty after 2 months is really frustrating - I just want a repalcement.- yes i know there are policies and procedures but I feel really let down that i have just been stone walled, and quite frankly patronized by the last agent for simply asking for help. I thought OCUK had worked hard on their customer services but this just feels really poor, Maybe I am just expecting too much but just feel something could have been done for a loyal customer,,,, Anyway I wont be buying anymore from OCUK after this as its been such a let down.

Great Christmas this is going to be :/

Anyway thanks for listening
 
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In this situation you have to give the retailer one chance to repair or replace the goods. You can state a preference but it's up to them. Then you have the option to go for a refund etc if the goods are still faulty after they have been repaired/replaced once. Sucks that it's happened especially at this time of year, but thems the rules and ocuk appear to be following them.

All I asked for is that given the thousands of pounds I have spent over the years and the fact I am now without a computer over the Christmas period for which I booked 2 weeks off to enjoy my PC is to see if something could be done. I cannot believe the last guy told me that it doesn't matter how much you spend that doesn't earn you extra privileges. - He actually said that
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hmm all i would say to that is dont bring it up if you didnt want that response...

I don't feel I am being unreasonable to ask for a replacement,
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Not unreasonable at all - you are entitled to ask for a replacement. OCUK arent obliged to give you one however. by law they have one change to repair or replace. They get to choose.

Repair or replace
If you are outside the 30-day right to reject, you have to give the retailer one opportunity to repair or replace any goods or digital content which are of unsatisfactory quality, unfit for purpose or not as described.

You can state your preference, but the retailer can normally choose whichever would be cheapest or easier for it to do.

If the attempt at a repair or replacement is unsuccessful, you can then claim a refund or a price reduction if you wish to keep the product.

You're entitled to a full or partial refund instead of a repair or replacement if any of the following are true:

  • the cost of the repair or replacement is disproportionate to the value of the goods or digital content
  • a repair or replacement is impossible
  • a repair or replacement would cause you significant inconvenience
  • the repair would take an unreasonably long amount of time.
If a repair or replacement is not possible, or the attempt at repair fails, or the first replacement also turns out to be defective, you have a further right to receive a refund of up to 100% of the price you paid, or to reject the goods for a full refund.

If you don't want a refund and still want your product repaired or replaced, you have the right to request that the retailer makes further attempts at a repair or replacement.

Use our step-by-step guide if you want to ask a retailer to repair or replace something you've bought that subsequently develops a fault.
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https://www.which.co.uk/consumer-rights/regulation/consumer-rights-act
 
Buy another motherboard, use that until yours comes back, then return it as unwanted. :p
 
I totally appreciate thems the rules - you dont need to quote them. I just know in the business I am in we treat customers as individuals and don't blindly say "computer says no" which is what feels like has happened. Like I said if someone spends thousands of pounds over years and then this happens 2 weeks from Christmas its not beyond the realms of possibility to go the extra mile to help out a customer in need. Also In terms of the response I got? There are ways of telling a customer something - no need to patronise people for asking for help.
 
I don't expect an implementation of customer loyalty from any larger retailer (except if there is an explicitly stated loyalty scheme).
Operating a purchase neutrality policy seems fair to me.
 
3 minutes said:
Buy another motherboard, use that until yours comes back, then return it as unwanted. :p
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Pretty much this. If they quote law/procedure to you, then oblige and use the law in your own favour, even if you'd rather not. Buy a new motherboard if down-time is an issue and use your right to reject it within 30 days.
 
buy a replacement from the big river then return it when finished.
maybe bailey or someone on here might be able to help you a bit better.

dont go all guns blazing in is my advice treat them how you want to be treated and good things will happen :)
 
While I'll not go into detail, I also had a very poor show from ocuk with a pump that broke twice. I've sence spent another 800 with them as I still have trust in them.


Thread will get locked probably.
 
tezza1982 said:
I totally appreciate thems the rules - you dont need to quote them. I just know in the business I am in we treat customers as individuals and don't blindly say "computer says no" .
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OCUK probably make 10% to 15% mark up on items and unless you are spending several 1000 with them id not expect anything special...
 
dont go all guns blazing in is my advice treat them how you want to be treated and good things will happen
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I wont - its not in my nature- I am just asking for help - Anyway I have just got off the phone to Bailey (I think) and he was most helpful. He essentially did what his agents didnt and gave me some reassurance and understanding, hes going to keep an eye on the RMA and speak to Gigabyte - if they confirm the fault he said hell replace it from OCUK stock and it should be next week

That's all I asked for - so thankyou Bailey for everything and for sorting it
 
edscdk said:
OCUK probably make 10% to 15% mark up on items and unless you are spending several 1000 with them id not expect anything special...
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that's not to say I would also be frustrated in OPs situation... and want to be treated as if I was special (I would).. if it were my customer ill swap for a working item straight away.. though I would mark up the price 50 - 100% so its totally different
 
wedrum said:
buy a replacement from the big river then return it when finished.
maybe bailey or someone on here might be able to help you a bit better.

dont go all guns blazing in is my advice treat them how you want to be treated and good things will happen :)
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You mean Amazon, just say it ;)
 
There are gigabyte reps on here that can lend a hand if needs be or have it directly RMA, though normally you should go direct with reseller. RMA normally take about 10days to correct the issue in Milton Keynes I think the rep said .
 
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