Has overclockers customer service improved?

[rob4001]

From what I understand their CS reputation was pretty poor but I believe since 2012 they have been bought by casekings I'm not sure if things have improved though.

[Ttaskmaster]

Everyone I know of shops there, even if the prices are higher, "because of their excellent customer service and RMA system".

Never had any problems myself and orders placed before 4pm always arrive next day.

[Saracen]

No idea. Haven't used them for years (probably 10+) and no plans to do so.

[shaithis]

TBH, I haven't used them for ~10 years.....and was royally messed around with at that time.
I am at the point where I am considering giving them another chance though, mainly due to a slew of incidents with scan.

Would be nice to hear from more people first though

[tamzzy]

i've used ocuk for the past 2 years, in conjunction with scan.
i've had to rma some items with ocuk and their customer services have been nothing but brilliant with me so far. but as always, ymmv
but as ttaskmaster said, ocuk tend to be more expensive than their competition, it always helps to look around first

[pastymuncher]

With the likes of 5ub and Bailey sorting out customer service it has greatly improved over the past year or so. I have had a couple of problems over the past year (psu arrived damaged and waterblock mounting kit with a missing part) but both were sorted with a quick email or two. The damaged psu was picked up at their cost thanks to Bailey and he sent me a complete mounting kit for the block free of charge. We still see a few problems popping up on the forum from time to time but it usually gets sorted in the end. Customer service is definately better than Scan and Aria now, both of which I have had problems with.

[CAT-THE-FIFTH]

Ever since Caseking took them over things have improved quite a bit - despatch tends be quite quick too.

[dwskillz]

never had any problems with them tbh

yes prices are higher but i really like there 14 day Satisfaction Guarantee

[dfour]

Definatly improved over the last few years with any problems sorted out promptly and professionally.

[Pob255]

but i really like there 14 day Satisfaction Guarantee

It's nice to see them going over the mandatory 7 days, however the real test of any customer service is after the initial month.

I, like many here, used to use OcUK many years ago, however after a very bad experience I was put off. (I had an ati 9700pro card that cooked it's own ram after 6months.)
The state OcUK's customer service was in it was next to impossible for it to get worse, so I'd not be surprised to hear it's better.
All they need to do to vastly improve the old situation was to actually answer their phones and emails.

I've had minor issues with scan before, but only ever related to stock issues and they've always been prompt in letting me know if something isn't actually in stock and offer to ether put the order on hold, send out what is in stock and ether substitute another item or refund the missing parts.
They've been great on DOA returns, although I've never yet had to do a 6 month return, which is still the real test.

The real test of any customer service is trying to RMA 6 months after purchase, having something DOA will always get sorted out very fast by any company because under DSR the customer can claim a full refund, including any postage costs and the seller has to arrange and pay for collection of the faulty goods.
If the goods are not faulty and you just want to change your mind about them, then again the seller has to give a full refund including the original postage, unless they specifically say in their Terms & Conditions the customer has to arrange & pay for return postage on unsatisfactory goods then the seller also has to cover those costs too.
In the UK customers have very strong rights in that initial 7 day period from receiving the items, which is why you'll almost always get very good customer service with it that time.

[Saracen]

....

The real test of any customer service is trying to RMA 6 months after purchase, having something DOA will always get sorted out very fast by any company because under DSR the customer can claim a full refund, including any postage costs and the seller has to arrange and pay for collection of the faulty goods.
If the goods are not faulty and you just want to change your mind about them, then again the seller has to give a full refund including the original postage, unless they specifically say in their Terms & Conditions the customer has to arrange & pay for return postage on unsatisfactory goods then the seller also has to cover those costs too.
In the UK customers have very strong rights in that initial 7 day period from receiving the items, which is why you'll almost always get very good customer service with it that time.

Erm .... not at all a bad exposition of the DSR. Shame it all changed about a fortnight ago.

Well, not all changed, but some of the detail. Some, in the consumer's favour, some not.

For instance, the 7-day thing is now 14 days, but there are now limits on what the consumer can do with goods, and the condition they had to be in when sent back, which realistically were open to abuse by consumers, and now, well, putting it politely, less so.

The basic provisions, the right to refund, who pays for carriage, etc, have been kept but the detail has certainly changed, such as who pays what or gets refunded what depending on which delivery method you opted for.

I was going to do a post explaining it all, as best I can as a non-lawyer anyway, but haven't had time yet.

Simply put, about 3 years ago, a new EU directive was issued requiring member states to upgrade their DSR provisions, within 2 years. A new UK SI came into force, IIRC, 13th June 2014, bringing these changes into law.

I've got and read the new SI, and absorbed the flavour of the evolution of the DSR, but haven't yet quite got my head round the detail.

Suffice it to say that relying on the exact implementation of the old provisions might bite you, as it's changed, and not all in favour of the consumer. Some of the more loaded provisions, in the consumer's favour, have been tightened up. These would include SOME limitations on what you can do (which actually just more accurately express the intent from the old DSR that wasn't quiet spelt out enough), and limiting the timing of refunds to after receipt, or at least proof of return dispatch, of goods being returned.

Anyway, my point is .... things have changed. A bit. Not hugely, but around the edges. And we'll all have to get used to the new regime.

[Pob255]

I stand corrected, yes it's 14 days now so OcUK isn't doubling the time it's obeying the law and making it sound like they are giving you something special.

There's a nice break down of the Consumer Rights Directive that's replaced the DSR here http://www.out-law.com/topics/commer...hts-directive/
And here http://www.which.co.uk/consumer-righ...ts-regulations go down to the section "Cancelling goods"

The key consumer changes
14 days after receiving to cancel
You must return the goods within 14 days after informing the seller of cancellation, the seller must inform the customer in advance if they have to pay for return.
Original postage must be refunded but only at a basic rate, i.e. the sellers standard delivery rate, if you pay extra for next day delivery or such then that doesn't have to fully refunded.
The Seller must refund the money with 14 days of receiving a cancellation, this one is a bit tricky, because the seller has 14days to refund and the buyer has 14days to return, so remember to go for some form of tracked or signed for mail when returning goods or they could refuse refund on the grounds that you've not returned the goods.

I still don't know if OcUK customer service is any good these days, just trying to point out that their "14 day Satisfaction Guarantee" is nothing more than following the law under a layer of marketing to make it look like they are doing something special that other people don't do.

[Saracen]

There's another part of the new DSR which, personally, I REALLY like .... no pre-ticking options to put them in the consumer's shopping cart and expecting the consumer to take them back out again.

I must admit, I pretty much stopped using Scan over them doing exactly that with that insurance thing they offered (and pre-ticked). Well, as I understand it, that's now illegal, which is a change I wholeheartedly approve of. Offer it, by all means. If I want it, I'm perfectly capable of adding it myself. But don't try to decide for me, and then charge me if I don't notice and remove it. That's offensive.

[Saracen]

As for OCUK obeying the law and making it sound like they're giving something special .... dunno. I haven't looked at OCUK's 14 day policy. It might simply be complying with the law, but it might also be adding to it, depending on exactly what the 14 day policy covers, and how it covers it.

After all, they must give what the law requires, but they can go over and above it if they wish. Not having read it, or used them for a decade or so, I've no idea.

[narz]

I just admit, I pretty much stopped using Scan over them doing exactly that with that insurance thing they offered (and pre-ticked). .

That caught me out with my last order with scan (some time ago!), couldn't bother with the hassle of having a moan.

[Saracen]

It tended to be to pretty small amounts. I wouldn't be surprised if a lot of people felt as you did - not worth the hassle. It was the principle I objected to. Still do, too.