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So I bought a 13700k, and OCUK demonstrate excellence in customer service

Quartz

Quartz

Quartz

Soldato
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Mistakes happen; it's how we deal with them that sets people and companies apart.

I ordered a 13700k from OCUK and it arrived today. I recorded my unboxing of my order and it's a good thing too:

0JTg48C.jpg

Later the video showed that the CPU was poorly re-boxed too, with the manual not fully reinserted.

Clearly a return and highly suspect. Note that the box has not been opened on the side with the security seal. At the very best it is a CPU that has been returned for being a poor overclocker but I am also well aware that re-lidding is very much a thing.

I was immediately on the phone to OCUK and Taryn quickly picked up the phone - great start. I described the issue and by the time Taryn asked me for pictures the upload to Youtube had finished - thank goodness for gigabit upload speeds - so I was able to give him the URL and appropriate timestamps. He promptly issued a RMA, I packaged up the CPU, dropped it off at the DPD drop-off point and the CPU is now winging its way back to OCUK. I'll have to wait another couple of days to upgrade my PC but I know I'm in good hands.

@Gibbo, well done so far to Taryn and your service team.
 
I’ve recently bought a full system from another place for my son. Been waiting since October for one thing or an other to arrive in stock. Last week I received messages telling me the stages it had gone through etc all the way to 24hour burn in. Then I get notified that the vrm’s on the Z790 Hero cause compatibility issues with the case and the radiator on the aio. Had to change the case and fans which were out of stock. It will be sorted in the end I’m sure. These things happen.
 
Yeah only had good, prompt service from OcUK unlike some other companies.

A while back I purchased a GPU from a company with a 'C' an 'L' in the name and only had it a day when buyer remorse set in so called to return it as it hadn't even been taken out of the box. They said that it would be a 15% restocking fee! I informed them that this wasn't the U.S. and that consumer law prevented them from doing that, even going as high as complaining to their managing director. They still took the 15% but that wasn't the worse thing.

I contacted trading standards who started a case against them so then they were told they had to refund me the full amount but when I returned the GPU they sent me an email saying one of the small plastic DisplayPort protectors was missing so they would be keeping the money. Luckily because I knew I was dealing with an unscrupulous company I had opened the box and took a video of the GPU and then me repacking it and taking it to the post office.

Upon sending them the video they miraculously found the port protector and refunded me the full amount. I noticed after that case they scrapped their 15% restocking fee policy.

Needless to say I avoid them like the plague now and only tend to use OcUK as I highly doubt they would ever conduct themselves in a similar manner.
 
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Agh!

DPD should have delivered my return today (with the expectation that OCUK would then send me a replacement to arrive tomorrow) but I've just checked and got the message 'Sorry, there's a delay with your parcel; this is normally resolved within 24 hours, and we will update you here shortly'
 
Typical isn’t it? I need a car part in a hurry and I paid extra to have it delivered by DPD. It should be here tomorrow but the tracking still says they’re expecting my parcel shortly. No chance of that arriving tomorrow then. Seems all couriers are a bit crap at this time of year.
 
Phemo said:
Typical isn’t it? I need a car part in a hurry and I paid extra to have it delivered by DPD. It should be here tomorrow but the tracking still says they’re expecting my parcel shortly. No chance of that arriving tomorrow then. Seems all couriers are a bit crap at this time of year.
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I see the Royal Mail and Amazon are using DPD, probably overloaded with work.
 
Quartz said:
Agh!

DPD should have delivered my return today (with the expectation that OCUK would then send me a replacement to arrive tomorrow) but I've just checked and got the message 'Sorry, there's a delay with your parcel; this is normally resolved within 24 hours, and we will update you here shortly'
Click to expand...
i'm in similar boat, only just got my trust back in for ocuk after not a good experience a couple of years ago, 7700X issue, if it comes back as 'no fault found' i will never buy from them again however although a bit slow the cust service response so far has been excellent, but my return is stuck in the dpd queue also
 
Yes there definitely seem to delays all round. I ordered some thermal paste from Overclockers on the 20th November, it has just arrived this morning on the 6th December and has a 48hr Royal Mail label on. :D
 
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Phemo said:
Typical isn’t it? I need a car part in a hurry and I paid extra to have it delivered by DPD. It should be here tomorrow but the tracking still says they’re expecting my parcel shortly. No chance of that arriving tomorrow then. Seems all couriers are a bit crap at this time of year.
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Even before factoring in Christmas the Royal Mail strikes are causing a lot of problems, some big companies are actively advising against using RM so the overflow has got to go somewhere.
 
Quartz said:
Clearly a return and highly suspect.
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I'd hope that their system flags returned serial numbers against the product code, so that they cannot re-ship item via the stores system unless they hit a confirm/override message saying that the part was previously assigned to a different order/packing slip/system job etc.

If that system isn't in place there is huge room for improvement with their ERP and CRM systems.
 
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Journey said:
I'd hope that their system flags returned serial numbers against the product code,
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Unfortunately the serial number on the box doesn't guard against a CPU being switched or re-lidded. Further, I must point out that while OCUK's packaging appeared undisturbed, I cannot rule out some clever scrote doing something en route.
 
Quartz said:
Unfortunately the serial number on the box doesn't guard against a CPU being switched or re-lidded. Further, I must point out that while OCUK's packaging appeared undisturbed, I cannot rule out some clever scrote doing something en route.
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Yes but if the same box is returned that was sent out, then it could never be sent out as new again, and a system flag would mean that a closer inspection of the item would take place before lobbing it in a box to ship out. Having worked in this field I can tell you that not recording this data is odd, and if it is being recorded and then ignored is down to staff training or not giving two hoots issue.

As for someone intercepting you parcel on the way to you and then taking out your CPU and swapping it... well what is that like lottery jackpot odds really.
 
And yet Overclockers sent you that to begin with. All couriers are loaded with RM customers, DPD are not the only ones suffering. I have some custom cables and a Formd T1 case stuck at the airport for days, unlikely I'll see them before Xmas.
 
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