Bad customer service.

[Hokum]

{{ You dont have to! Go here http://forums.hexus.net/showpost.php...9&postcount=35 I won!}}

Hope this is the best forum to put it on.

Isnt everyone getting sick of the poor customer service we get now?

I'll give my current example, sorry if i rant at some stage.

I purchased an X1900XT from overclockers on the 2nd of november. I have trouble with the card giving me an unstable system.

I ask for an RMA (8th), saying that i'm having trouble with the card, and as i had purchased the card only 6 days previously, I would like a refund. I get my RMA number, parcel the card up, included a copy of my invoice, and a letter saying that I want the card refunding under distance selling regulations and send it on the 10th.
11th, I get an email saying that the card is being sent back to me. I’m surprised, and call them, the support guy says that it must be a mistake, a I had been refunded, and I should get the money in a few days. I tell him that if the card does arrive I’ll send it back.
14th, I check my bank account, and find a £25 charge from overclockers, puzzled I call them and ask why I was charged. I’m told that the card was not faulty and I had been given a test fee and charged for shipping.
I ask didn’t they read the letter I included as I had wanted a refund, as stated on their terms and conditions, and by consumer direct. I was told that they do not read letters on rma’s.
I was shocked, as having been a computer returns supervisor, I had always read customers letters, as they would regularly show some insight to the issue the user was having. Yes you would sometimes get rants, “you ruined my child’s Christmas I hate you all” or a page of swear words, but I read them anyway.
I contact consumer direct, and they said that I had a case, and to write overclockers stating they have 14 days to resolve the issue. I plead with them via the annoying web note system, that they should refund me, as I am with in my rights (on the 14th still within DSR). I get no where, and the responses are not what I would expect from what should be a professional company, “we don’t want the card”.

I write the letter after getting no where, including a copy of their DSR terms, the delivery note , and get no reply. I contact consumer direct, again after 14 days, they say that I should write them another letter saying they have 7 days.

After this time, the OFT call me and say that I have a case and to take overclockers to small claims court, and to write them a letter giving them 14 days to respond. I haven’t done this yet, and have “web noted” them again so resolve the issue, as OFT think it would be an open and shut case.
Overclockers reply, was that as I had said I was having an issue with it, I cannot ever return it as a DSR return...

I then called my local OFT guy, who said that they are talking rubbish and are trying to pull the wool over my eyes, it doesn’t matter if the card has been used or not, with in the 7 days I can return it for what ever reason.
I don’t want to take them to court, its just a giant mistake on their behalf, but they are not giving me any other option...

[sTrAnGeFrUiT!]

Lifes a Biatch

if youve got to go to court to get your money back then i would suggest you do!

hopefully once u threaten OC with court action they will relize its all there fault and just give you your money back

good Luck!

[dave87]

Ah the wonders of certain retailers (OcUK isn't the only one, nor, dare I say it, the worst)


Oh and if you send them a letter, make sure its sent with Signed for Delivery, otherwise they can deny they ever received it.

[Hokum]

Its weird, i just phoned, them to see if talking to some one would make it clear to them. It seems to me that the problem is their inflexible procedures.

As i have years experiance in the field, i'm shocked at how bad their RMA procedures must be! After doing that and now working on 2nd/3rd line support for a company, i know how you have to have procedures, but i also know that not everything fits in your procedure box... so things have to be able to change.

Strangefruit, i know i have to take them to court, but its a faff and wish they would sort it out!

Hi dave 87, eveything has been sent signed for...

[Clunk]

Dont you work for Aria?

[MadduckUK]

who? hokum?

after a quick check of previous message.. yes... that confuses things a great deal

[Hokum]

Originally Posted by Clunk

Dont you work for Aria?

I did, until november 2005, and i know i would of got a refund.... which makes things horriffic as the customer service there was pants IMO...

[Clunk]

Ah I see, well, good luck with overclockers, I sincerely hope that they dont go into liquidation before you get your money back.

[Jay]

it wasn't the IceQ veriant was it?

[Hokum]

Originally Posted by Clunk

I sincerely hope that they dont go into liquidation before you get your money back.

If they did i'd be head hunting...

Originally Posted by jay_oasis

it wasn't the IceQ veriant was it?

No just the normal one why?

[redsky009]

I bet they don't even get trained about the distance selling regulations seeing as not many people will know that they can just send it back without any reason.

If you paid by credit card you should also contact the credit card company - they should know about the DSR and might be able reverse the chanrges and put the screws into OcUK

[Hokum]

Originally Posted by redsky009

If you paid by credit card you should also contact the credit card company - they should know about the DSR and might be able reverse the chanrges and put the screws into OcUK

I know... i was a fool and used my visa debit card :'(

[Jay]

I had 2 X1900XT cards both HIS from OCUK and they both failed within 1 day of useage

I decided to get a sapphire one from Scan and its fine.

[Blackmage]

ocuk owe me £12, in delivery they said they would refunded me i never got it back! i hate companies owing me money!

[frazered]

good luck hokum, hope you get this sorted

[Clunk]

Originally Posted by Blackmage

ocuk owe me £12, in delivery they said they would refunded me i never got it back! i hate companies owing me money!

£18.20 here. What they do is, send out seconds/used/faulty items as new, and then simply dont refund the postage charges either way. Its a money spinner, especially as they charge almost £12 for bog standard City Link.