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

[Quartz]

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:



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.

 

[Quartz]

Should never have happened in the first place.

Indeed, but everyone makes mistakes now and then.

 

[Quartz]

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'

 

[Quartz]

I'd hope that their system flags returned serial numbers against the product code,

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]

Bleedin heck! DPD must have royally screwed up somewhere: they now won't deliver my return until Friday.

 

[Quartz]

No wonder it's been delayed:



Newcastle is, of course, nowhere near Stoke. It should be Newcastle-under-Lyme. Someone has clearly miskeyed it.

 

[Quartz]

It says it is being held in Stoke depot, which is very close to Newcastle-Under-Lyme.. D'OH

Well yes, but it should have arrived at OCUK on Monday, so I'm guessing it got sent to Newcastle first.

 

[Quartz]

I dont know why your congratulating them for.

As I said in my OP, mistakes happen but it's how companies deal with them that is the difference. And Taryn did well and that deserves recognition.

they wouldnt refund until you uploaded a video to youtube.

I don't know about that, especially as I rang within minutes of having received it. Not enough time to have done anything with it.

And DPD are royally screwing up. They now say my return won't be delivered until Monday. I've spoken to DPD and the reason is that the Stoke depot is apparently overloaded. @Gibbo is there any chance you can cross-ship a replacement CPU?

 

[Quartz]

Quoting myself - so just to confirm it hasn't been to Newcastle-Upon-Tyne like you suggested.

Actually, I'm fairly sure that it did.

 

[Quartz]

Still not delivered. I've emailed Elaine Kerr, the CEO of DPD, in the hope she'll get it delivered.

 

[Quartz]

I'm guessing that it's just been delivered - or DPD have advised OCUK they've lost it - because I've just received an update from OCUK saying they're sending me a replacement. What a coincidence that this happens after having written to DPD's CEO, eh?

 

[Quartz]

And my replacement CPU is on its way.

 

[Quartz]

Bit confused of the OTT praise for selling a returned product and then forcing you through length return procedure with no apology + gesture of good will.

The process wouldn't have been lengthy at all except for DPD making a pig's ear of it. The RMA was issued immediately, OCUK should have had the returned CPU on the Saturday, they would have sent me a replacement the same day, and DPD would have delivered it the Sunday or Monday. It's DPD's fault, not OCUK's, that it will have taken nearly two weeks.

 

[Quartz]

I'm just confused. To me what you've explained is this minimum acceptable level of customer service.

OCUK's customer service far exceeds many places I've used. Particularly some of their competitors.

 

[Quartz]

The replacement CPU has arrived and whodathink it? It arrived 2 days after being sent. No 'busy' excuses.

Are you trying to get a job with them?

The commuting distance is a killer.

 

[Quartz]

I find it strange that the OP is commending a company for selling him a used CPU. Not good at all.

I'm commending them for the way they dealt with it. Everyone makes mistakes; it's how a company deals with those mistakes that sets them a part, and OCUK did very well. Some of their competitors have been absolutely shocking.

 

[Quartz]

I don’t understand why you are making out that they’ve gone above and beyond by picking up the phone and arranging an RMA for a cpu

Because IME that is rare in this sector. I don't know why - I can guess, but it would be just that, a guess. Allegedly one of OCUK's competitors had a whole team dedicated to putting off customer returns. I once purchased a stack of faulty blank DVDs from one of OCUK's competitors in Luton. When I went to return them, I was refused a refund and there were over 100 people in the queues; I never purchased from there again. I could go on.

 

[Quartz]

Shop at better places

Like OCUK.