Sent OCUK my PSU

hobib_ali

hobib_ali

hobib_ali

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Joined
26 Jan 2010
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Guys I have a Asus ROG2 1200watt PSU

Its got a 10 year warranty on it.

It developed an issue where it would crash the PC on load

I contacted Asus and they advised to contact the seller which is OCUK

The RMA was created and as instructed I sent just the PSU

A week later I chased up for feedback on the customer service forum and was advised that they cannot test it without the cables

So I responded that I sent it without the PSU cables as instructed, I advised them as a compatible Asus or Seasonic cable should work as per the product info on the Asus website, I'm sure Overclockers should have the ability to
find a spare set, I have left messages on the customer service forum but they have not responded and its been 2 weeks now and Ive heard nothing

Not sure what to do now as they are not responding to the original ticket.

I can send the cables but not sure how to send it, on the original RMA? will they provide a label for postage? how do I ensure the cables i send it connected with the PSU I sent earlier?

Can anyone help?
 
hobib_ali said:
So I responded that I sent it without the PSU cables as instructed, I advised them as a compatible Asus or Seasonic cable should work as per the product info on the Asus website, I'm sure Overclockers should have the ability to
find a spare set
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what about if its was a faulty cable that your trapped in the case panels or something like that. they would want to test it as a full unit not just the PSU

hobib_ali said:
on the original RMA?
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yes its all part of the same RMA
 
hobib_ali said:
how do I ensure the cables i send it connected with the PSU I sent earlier?
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Normally retailers just match a return to the RMA number you were given, but I assume OCUK would have given you instructions for returning the PSU, unless it was automatically included in the returns label?
 
BUDFORCE said:
So they told you NOT to send the cables originally?
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its a generic email, what it says is if your returning items(including full systems) don't include cables.
what they mean by this is dont include your HDMI cable and 3 pin power plug and so on.

but it dose also say if your returning part all components must be included.
I and feel as would i assume most people when returning a PSU i would include the cables as part of the item, as they come boxed with the PSU

would you send a monitor back without the power brick?
 
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WARburton said:
I and feel as would i assume most people when returning a PSU i would include the cables as part of the item, as they come boxed with the PSU
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Afaik that's not unusual for PSUs to return only the unit, because they don't want to be bothered with returning (and packaging) extra parts, though maybe more common for return to the manufacturer than a retailer.
 
guys, so i sent all the cables along with the PSU

so they tested it and said they cannot locate a fault, i explained that the PSU for some reason doesn't error out when benching, I explained its random, they advised they will need to do some more testing.

A couple of days later they said they can issue a full refund as that model is not available, assuming they verified a fault, so I responded on the ticket to issue store credit or maybe an alternative item.

They said they can only issue a refund on the original payment method.

Now note this purchase was done 5 years ago, since then I have changed bank accounts and credit cards, I cannot locate the card info on the original invoice so I dont know what card was used, Im happy with the refund but I dont know where the refund will go as I have new financial accounts.

OCUK cannot provide me the details and apparently they dont know the name of the credit card company.

I called in and asked to speak to a manager as its a unique situation but this was refused and was bluntly told go to the website and email in. Ive always found it difficult to speak to OCUK customer service if ever there was a situation.

I can see this turning into a nightmare as I know how financial organisations function, a refund on a closed account will be transferred to a suspense account, it will be stuck there and I can imagine calling some random Indian call centre and be met with a brick wall and this will drag on for months.

I mean it cant be that difficult right? just to issue a refund on another method or issuing store credit as the product isnt available, they should replace it with a similar item with me paying the difference, I mean why make it difficult when its a simple rma return.

Has anyone else been met with this issue?
 
I would have thought just replacing it with a like for like model would be the easy outcome here, given it was within warranty. Pretty sure UK Consumer law says they can offer a replacement (not the exact same model, but of equivalent value and functionality). I'd understand if no suitable replacement was available to offer a refund as a fallback but there are plenty of PSUs that could be offered to you here. @Gibbo can you help?
 
hobib_ali said:
guys, so i sent all the cables along with the PSU

so they tested it and said they cannot locate a fault, i explained that the PSU for some reason doesn't error out when benching, I explained its random, they advised they will need to do some more testing.

A couple of days later they said they can issue a full refund as that model is not available, assuming they verified a fault, so I responded on the ticket to issue store credit or maybe an alternative item.

They said they can only issue a refund on the original payment method.

Now note this purchase was done 5 years ago, since then I have changed bank accounts and credit cards, I cannot locate the card info on the original invoice so I dont know what card was used, Im happy with the refund but I dont know where the refund will go as I have new financial accounts.

OCUK cannot provide me the details and apparently they dont know the name of the credit card company.

I called in and asked to speak to a manager as its a unique situation but this was refused and was bluntly told go to the website and email in. Ive always found it difficult to speak to OCUK customer service if ever there was a situation.

I can see this turning into a nightmare as I know how financial organisations function, a refund on a closed account will be transferred to a suspense account, it will be stuck there and I can imagine calling some random Indian call centre and be met with a brick wall and this will drag on for months.

I mean it cant be that difficult right? just to issue a refund on another method or issuing store credit as the product isnt available, they should replace it with a similar item with me paying the difference, I mean why make it difficult when its a simple rma return.

Has anyone else been met with this issue?
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Just give them your current bank info, their system won't know the difference especially due to the age
 
Been through their T&Cs recently (due to non-delivery etc) and what they actually say is that they'll refund via the original payment method UNLESS agreed otherwise with the customer.

When things go wrong at OCUK then IME customer service really isn't up to sorting it out in any sort of acceptable timescale.
 
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freddie64 said:
Would think this will work, but can't understand why they will not give store credit, at least then they know the money is coming back to them.
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Yup that's odd isn't it, most retailers prefer to give store credit if they can get away with it.

Wonder if there is more to this story?
 
This sounds questionable to say the least?
What if you don't have the same bank account/card X years later, because it's your money/choice to change as and when you feel like it?
 
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Hi

I have had a chat with the team about this to see if there is any way I can help out.
The usual practice of refunding to the original payment method is the first and only real option for us as we would legally have to do that.
In this circumstance, I am led to understand that the team have requested bank details to reimburse you already.

If this is not the case and you are waiting on anything further then please let me know.
 
OCuK still has the worst customer service I have ever experienced, but seems like they are going to sort it for you
 
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