RMA Rant - Not OCUK Though!

zom247

zom247

zom247

Soldato
Joined
29 Sep 2004
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Wilt of the Shire
In Jan I purchased a Sugo SG05 case from another company. I purchased the case and components after reading through the SFF threads here. I couldn't build the case for about 3 weeks due to other committments but when I finally got round to it the case would power up for 10 - 15 secs and then go off. I had a spare PSU and tested the build with this and it all worked fine.

I then got an RMA from where I purchased it from and they duly collected it. A couple of days after that I received an email stating that no fault could be found and if I wanted further testing that could be done. In the meantime I made the pc in another case I had and it's still working fine.

A couple of days after more testing they said that still no fault could be found and that it would cost me £35 to get the case back (testing and courier fees). As you can imagine I'm a bit miffed as the case only cost me £50 to start with and I'm convinced that it wont work when I get it back.

I then wrote a letter to their Customer Services Manager and just received an email reply that just basically quotes their terms and conditions. Do I have any legal rights here in this case? If I pay the £35 and it still doesn't work do I send it back to them? They did say they would write it off and nothing would be charged but call me cynical cos I don't believe that would happen. One thing's for sure, I wont be using them again (and they are a big company) or recommending them to anyone.

Rant over :)
 
My brother has got the same problem, his psu stopped working correctly, so he bought a new one and RMA'd the broken one (to either **** or OcUK, cant remember) They emailed him saying it is 100% working, but his computer works fine now with new psu, so must have been something wrong with it, hes asked them to test again and still they said its fine. Hes going to get charged £10, not as bad as the £35 you have to pay.

If you can it back for free, just sell it on ebay or something. If its not working for the person you sold it to then you need to contact these people that RMA'd because if they told you its 100% working, and you sold it as working, i think it must be their fault and responsibility.
 
Well its quite possible in both cases that the psu was working fine, depending on the components you are putting with it, was the other psu you tried the same make/model or higher specced one?
 
I've recently had exactly the same issue - PSU purchased (not from Ocuk) as a Christmas present. Came to build PC and it didn't work, ordered Corsair PSU from OcUK and it works brilliantly.

Sent back the old PSU (at a cost to myself) then receive email stating they've tested it and found nothing wrong. Called and they advised in order for me to receive it back I'd have to pay £35.00 for the privellege of them "testing" it and additional postage :eek:

After being polite and curteous throughout the entire telephone conversation and patiently explaining I'm not paying anything further for a PSU that's no use to me I eventually lost the rag, told them to shove it where the sun don't shine and advised I'll reverse the transaction on the credit card used for initial payment. It really surprises me in this day and age that companies think they cant get away with treating paying customers in this manner. The moral of the story I've found is to shop with a trusted company (OcUK) in my case and you'll have no issues :D
 
Metalface Mark said:
Well its quite possible in both cases that the psu was working fine, depending on the components you are putting with it, was the other psu you tried the same make/model or higher specced one?
Click to expand...

I used this thread to buy the same bits as Tute apart from the SSD (I have a falcon 128 GB one). The psu I hooked it up to to get it working was my antec 430W PSU from my HTPC. Like I said, it powered on but went off again after 10-15 seconds. I've bought loads of stuff from this place before and never had any problems. It's not as if I return this for fun!

I only bought it from them because OCUK didn't have any of the cases in stock at the time.
 
nice little earner, send out faulty item for £50 gets returned, charge £35 testing and send back a working one...

£85 instead of £50... repack the faulty item and start all over again..
 
Update on this one.

After getting nowhere on this one I contacted the government consumer website and they advised me to send a recorded letter stating that it wasn't satisfactory for purpose. I did this and have just received an email from them quoting exactly the same stuff about their terms & conditions and how it worked for them.

Seems like I'm going nowhere with this one and not worth pursuing for what it's worth. Might just have to bite the bullet and tell them to bin it. If I do that, how will I know they have destroyed it and not just let someone have it? Case was ok just the PSU didn't work. One thing's for sure, not gonna buy anything from that place in Bolton ever again!

OCUK - please try not to go out stock in future so I don't have to go elsewhere to satisfy my needs :)
 
this seems to be getting more and more common, I also Had a product fault- kept switching itself off after a few mins or up to 35 mins, tried it over 2 months to be sure, sent it back and............"after thorough testing we can find no fault with the product and are returning it to you, should you wish it tested further there will be a cost of £45 + courier....blah blah"
got it back turned it on and it turned off 14 mins later:mad::mad::mad::mad:

called them and got same speil, needless to say I think none of us will get anywhere by pursuing it, HOWEVER, these companies will NEVER recieve ANY more money from me nor from any family or friends.......lets see how long they last with an ever decreasing customer base
Companies could have SO much MORE money from individuals with some basic customer service and common sense plus a bit of the old "the customer is always right" attitude

I sympathise with you ZOM247
/rant over:D
 
soprano said:
this seems to be getting more and more common, I also Had a product fault- kept switching itself off after a few mins or up to 35 mins, tried it over 2 months to be sure, sent it back and............"after thorough testing we can find no fault with the product and are returning it to you, should you wish it tested further there will be a cost of £45 + courier....blah blah"
got it back turned it on and it turned off 14 mins later:mad::mad::mad::mad:

called them and got same speil, needless to say I think none of us will get anywhere by pursuing it, HOWEVER, these companies will NEVER recieve ANY more money from me nor from any family or friends.......lets see how long they last with an ever decreasing customer base
Companies could have SO much MORE money from individuals with some basic customer service and common sense plus a bit of the old "the customer is always right" attitude

I sympathise with you ZOM247
/rant over:D
Click to expand...

How true about the customer service mate. They are almost antagonistic towards you as soon as you call with a problem. You live and learn I suppose.
 
Not sure if the rules on a web site, unless law of the land can be enforced.

However, as i found out to the cost of £100, having to mail items back to places, to be told, yes they found it faulty too, when it was meant to have been 'tested before shipping' can and does leave you feeling like you have been mugged. I tried as some here have to argue the case, but you know they do not care. Once they have your money, they just loose interest. I was promised free mouse/keyboard, never turned up, fully working and tested system, it was not working and not working after i shipped it back.

Did i get a refund, an apology, an email to explain what had happened, not a thing, emails are now ignored and nothing of the 'promised gifts' came either.

They have lost my money and i shop else where, the Customer Service is the part of any company that will make it grow or kill it. Some just dont get it, as in this case.

Best i was offered, ship it back £100, we will test it and fix it and ship it back to you, I asked 'and if it breaks again? do you pick it up free of charge - no, i have to pay £100 again....' Maybe they think i have the word MUPPET on my forehead?? I delcined.

Maybe i should have a word with my credit card company and explain what went on. Might get my £100 postage back :)

ColiNfr - still bloody annoyed at being treated that way, £100 down and no PC.
 
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