Where do I stand on this RMA?

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not to be picky but this is more a post for reference.

here are a few examples of other Customer Induced Damage and the story behind them.

this is another I5 bundle, this was sent back to us after the customer told us he had checked the bottom of the cpu.
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here is an Asus Sabertooth that the customer has taken it upon themselves to insert some form of fiberous material into the socket.
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a rampage III extreme motherboard that the customer decided to remove the cpu and dropped TIM into it. he told us he had done this via webnotes IN WRITING
then proceeded to deny it on the phone even though we had the evidence on our screen
IMG_8163.jpg


what do all of these have in common?
they are all clear mistakes made by customers who have removed the cpu.

they then all proceeded to deny removeing the cpu :rolleyes:

i will caps lock this as it is relavent
OCUK STAFF ARE COVERED UNDER INSURANCE FOR DAMAGE. STAFF INDUCED DAMAGE IS REPORTED AND COVERED, ACCIDENTS HAPPEN SOMETIMES AND STAFF KNOW THAT THEY CAN REPORT MISTAKES WITHOUT REPERCUSSION.

so why would we bend the pins and cover it up?
some of the anti ocuk conspiracy theorists seem to think that we would do such a thing
[especially Dano who obviously dislikes OcUK yes bizzarely has over 5000 posts on our forums :confused:]


we install the cpu and stress test, but we leave the cpu installed so that this is avoided.
we could put seals on the socket to prove if the customer has tampered with it, but why should we?

the cpu is installed, what reason has any customer got to remove it?
 
This must cause you mega hassle, time and expense OCUK? I would seriously consider sealing the socket for the extra minimal cost it would be with the overclocked bundles.
 
I've got an idea to prevent against these type of RMA claims. What if OcUK took a picture, with a paper timestamp of the CPU socket thus avoiding the problem of the bent CPU pins? The S/N of the MB would also need to be shown to avoid 'omfg you photoshopped that!' comments.
 
(damage accidental voids the warrently or not)... something that needs to be made more clear as it seems to not be accounted for at all in this thread

I would agree, the computer magazines are now starting to agree as well and starting to look into computer supplier warrenties.
It is something that is often overlooked, and not widely advertised by companies.
A sicker on the side of the case sealing it, stating 'User Damage Voids Warrenty' would be it utterly clear to people, and would be very low cost to suppliers such as yourselves.
Also means people are not left with a bad taste in their mouth thinking a company isn't doing its bit by backing up their own warrenty.


RJKONEILL I think a useful stat that you could provide yourself is the relative number or RMAs or post shipping enquires and voltage adjustments that need to happen regarding the number of bundles you send out.

Forums are a funny place, we only seethe threads that speak of 'my bundle arrived with no OC' or 'my bundle arrived with the fan off' or 'my bundle used to work and now doesn't', we don't see the number of happy customers, so it might be worthwhile telling folks in general how many bundles you process a day/week/month as you do all of the testing. Then how many get queries, as I am sure your system logs such things for quality assurance purposes and
as defence as claims such as this one.

Bundle can lose OC, I've seen it happen to one I made for myself, twice, over 12 months ago and its been rock solid since, I still don't know why it lost the OC, it just did. Shipping errors do occur, sometimes heatsinks get dislodged etc, but giving folks an idea of overall actual numbers would further your defence that it shipped in good state.
 
Shipping errors do occur, sometimes heatsinks get dislodged etc, but giving folks an idea of overall actual numbers would further your defence that it shipped in good state.

But this is irrelivant if the CPU has clearly been removed, and then screwed up when reinserting? The OP said it was running. It's not gonna run with most of the pins at a right angle.
 
I sent a Mobo back a while ago that developed a fault when booting when more than 2 stick of Ram where used.

I sent the board back to be told i had dropped a small of amount of tim in the socket, i genuinely didnt know i had done this.

Overclockers kindly used some compressed air to blow out the tim and then sent the board back to Foxconn

So all in all they do help there customers when they sometimes make mistakes,i can bet if this was another etailers from Sheffield and Bolton they would not have done this
 
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But this is irrelivant if the CPU has clearly been removed, and then screwed up when reinserting? The OP said it was running. It's not gonna run with most of the pins at a right angle.

Indeed, i mean it more in respect to seeing OcUK actual numbers,
say 100 systems/week bundles
average 2 shipping errors
average 1 OC lost
once in a blue moon a damaged board returned

Not stating a shipping error caused the OP, I doubt it did.
 
i no this wont help the OP but ive found there customer service really exellent they sorted my RMA out with no hassle wot so ever.and the ppl who work for OCUK are all a bunch of ppl who no what they are doing they are also very helpfull i think to there customers as well..
 
Overclockers kindly used some compressed air to blow out the tim and then sent the board back to Foxconn

exactly, in fairness most things like that are fixable and if we can we will fix it
but things like this are a little bit harder to resolve ourselves and obviously we are not covered if we damage it further.
cleaning tim off somethign wis one thing but a complete socket repair is another.

Indeed, i mean it more in respect to seeing OcUK actual numbers,
say 100 systems/week bundles
average 2 shipping errors
average 1 OC lost
once in a blue moon a damaged board returned

Not stating a shipping error caused the OP, I doubt it did.

i complete around 20-25 bundles a day. they start off in the morning and then obviously if anything is unstable or needs reconfiguration then it has to be redone and started again the next day.
simply put, if it doesnt pass the tests all day then it cant ship at the end of the day

so call that 100-150 bundles a week [a lot more at the moment as it is christmas and we are really busy]

the failure rate on bundles is less than 5% which is a very admirable statistic
breaking the stats down further, there 4% is down to component failure and 1% down to overclock issues.
most unstable overclocks are resolved via the support channels.

only 22 bundles we have had returned were classed as warranty void and i would imagine we do over 6000 bundles a year
 
Still amazes me that after all these years we're not on to slot-loading CPUs or something by now, so you just slot it in, no risk of damaging pins etc. or just pinless cpu sockets... would drastically reduce the risk of damage. not that I ever have. personally if I spend money on something I take damned good care of it.

anyway good going OCUK. nice to see some real transparency here. it's one of the main reasons that I shop here almost exclusively. you know the people at the other end know their stuff and won't mess you about. and as with most things in life, if you're nice and honest to retailers they will treat you well. if you take the p*ss then, well... this happens.
 
honesty is the BEST policy

we have nothing to hide and i think it is really important that people see how I do my job so that they have confidence in buying the products that OcUK supply :)
 
Still amazes me that after all these years we're not on to slot-loading CPUs or something by now, so you just slot it in, no risk of damaging pins etc. or just pinless cpu sockets... would drastically reduce the risk of damage. not that I ever have. personally if I spend money on something I take damned good care of it.

You never came across Pentium II then?
 
Ive been buying stuff off OCUK for years now and i have always got exellent service out off all the equipment i have bought only one of them have failed and they replaced it rither quickly..:) i look forward to gettin a lot more stuff off themin the future...
 
honesty is the BEST policy

we have nothing to hide and i think it is really important that people see how I do my job so that they have confidence in buying the products that OcUK supply :)

good stuff, and i agree. this is why even though you guys do often charge a very slight premium over other retailers i still buy from you because 1) free Next Day delivery, 2) i know the stock is top draw, 3) i know your support guys are going to sort it quickly if there's an issue. to be honest i'll always value those things over saving a few pennies, especially when computing tech is always a long-term investment for me and my business.
 
really? blimey. so why are we back to pins then? doesn't seem to be progress to me, unless there's a genuine reason for it. it's a bit like jumpers no longer really being needed on HDDs and then coming back again! :D
 
maybe i'm reading ur post wrong RJK but if ur making 20-25 bundles and they ship the same day are some of them only stress tested for a couple of hours? Or do u mean the stressing begins in the morning and runs all day with the ones u made the day before?
 
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