legal ish advice please

[psalliss]

i bought a coolermaster atc22 case was from ocuk in december which has now developed a fault where the door light has gone pink, i have sent an email to ocuk and they said that they will rma it, but that i have to pay for the cost of the p+p. i personally think that this isnt acceptable and am waiting to hear back from them, at the end of the day why should i have to pay to get something replaced which is faulty. is this normal, is there anything i can do about it legally

[Howard]

Read their terms and conditions. If it doesn't say anything about them paying P&P for RMAd goods then there's nothing you can do.

[Stubzz]

Unfortunatly it's in their policy that you have to pay for all returns. It's not entirely fair but there's not much you can about it.

[Knoxville]

If its not in they're terms and conditions its not they're responsibility, at the end of the day if you want it fixed they know you'll pay postage rather than buy a new case

[steve threlfall]

They have you over a barrel im afraid. Ocuk are notorious for this kind of awful customer service and i very much doubt that they will back down . Worth a try though...

[iMc]

could you try and contact coolermaster themselves and go through them...

just an idea

[Swafe]

yeah ditto, bigpockets sent me a b0rked shuttle, so ive gotta send it back at my own cost, which sorta sucks as theyve now sold out, so im gonna get money back so im losing out on a good deal, and paying for it

[kushtibari]

yeah ditto, bigpockets sent me a b0rked shuttle, so ive gotta send it back at my own cost, which sorta sucks as theyve now sold out, so im gonna get money back so im losing out on a good deal, and paying for it

Off topic, but what was the problem with the shuttle - I got one from them and it's giving me grief as well.

[TeePee]

Make sure you post in the users.hexus.net retailers section, where OcUK is the highest ranked retailer...

[steve threlfall]

Make sure you post in the users.hexus.net retailers section, where OcUK is the highest ranked retailer...

No way!

They must have a legion of dedicated followers... probably the same people brown-nosing the owner on their forums

[Russ]

Scan gave me free shiiping on my next 2 purchases after i asked if they wud pay postage for RMA. nice chaps them

[TeePee]

They have the most entries, which is what gives them the highest score.

They do also have their own forum, and given how many positive posts appeared in one single day, they have 20 loyal customers.

[SilentDeath]

Whats wrong with your case? what type of light is it? why not just get a new light, - suggest that they send you the replacement parts free. I expect buying the part seperatly would be cheaper than the postage of the thing. If they refuse then coolermaster might even send you it. Most manufacturers have much better customer serivce than the shops do....
I bought a monitor from a different comany which arrived b0rked and they offered to pay all postage (which includes collection from me) and replace it. They also offered to reduce the price by the same amount postage would cost, if I was happy with that, which I was
^ Suggest that to OCUK...

[Rave]

I don't object to paying the return postage on goods which arrive in good condition and then go wrong. If you buy by mail order, then generally you've saved money over buying the goods locally. You can't have your cake and eat it: you save money, but the risk you take is that if you have problems you're going to have more problems (and more expense) returning the goods. That's the way it is.

I used to buy my mountain bike components by mail order long before I got into computers. When a shop sent me a different seatpost to the one I'd ordered I expected my postage back (and got it taped, in cash, to the new seatpost) (from Merlin, if anyone's interested- I later got some fabulous wheels from them ). When I got a 1" stem from another company (whose name I forget, luckily for them) when I wanted a 1 1/8" one, I had to pay the return postage and put up with it. Although a 1" stem was obviously not what I wanted, I hadn't specifically stated that I wanted a 1 1/8" one so I couldn't really complain.

I'm drunk, so I'm rambling. The point is that mail order companies save money by dispatching all their goods from a central location and save on shop rental etc. When things go wrong, it's fair enough that you have to return the goods to that location if you want warranty service- that is after all what the law of the land says is fair. Buying by mail order is a risk. Occasionally things will go wrong, and it will be more of a PITA than it would be if you'd bought from a local store. Que sera sera.

Rich :¬)

[psalliss]

cheers guys after 5 emails back and forth theyve basically said sod off if you want it replaced you can pay p and p. they havent even really apologised or even replied to the points ive raised very very disapointed in them. call me stubborn but id rather keep the case damaged than return it and pay for the privalige. i think i may contact coolermaster direct as suggested, maybe there service is better. any got an email address or telephone number for this country.
the basic problem is that the door light which used to be blue which lit up the letters atcs is no partly pink and the hinged part of the door is pink all the way down. i dont think its a part than can be replaced as such.
there customers may be loyal but after using ocuk for 4 years for all my parts and only them i will not buy another thing of them again. and am seriously thinking of not using the forum again either. i have been very loyal to them so much so my home page is there web site.

[psalliss]

this is the email conversation that i have had with them so far. do you think it may be worth mailing spie direct.

Dear Sir,

I have raised you an RMa for the return of the case

Details have been sent to email for a replacement,

We will not pay the postage on the return, sorry for the inconvenience.


Regards
Dave Hardy - Overclockers UK
Technical Support Department
Tel: 0870 4430880
Fax: 0870 443 0881
E-mail: dave.hardy@overclockers.co.uk
Web: www.overclockers.co.uk


----- Original Message -----
From: phil salliss
To: 'Dave Hardy - Overclockers UK'
Sent: Thursday, March 25, 2004 5:48 PM
Subject: RE: *support* ref order 562229


Dave



I am aware of the terms and conditions but once again I must state that it is unacceptable to expect me to pay p and p on 2 items in the same order which have been faulty. The psu in the order was also faulty and was replaced extremely promptly and I didn’t begrudge the p and p on this item but a large item such as a case is going to be fairly expensive, a cost which I shouldn’t have to pay. The item was bought from yourselves with a 12 month warranty and should be fit for the purpose it was bought, it shouldn’t develop a fault this quick on an item of this quality. It is being returned as it is faulty and not for my convenience, I could have purchased some of these items cheaper but I chose not to as ive been a happy customer of ocuk for many years. In addition I have been around the forum for at least 3 years and have always spoken very highly of the service received. I would much appreciate it if you could at the very least take onboard what I have stated and would be willing to cover the cost of the p and p as a demonstration of the quality customer service of which ive been accustomed to for many years.



Regards phil



-----Original Message-----
From: Dave Hardy - Overclockers UK [mailto:dave.hardy@overclockers.co.uk]
Sent: 25 March 2004 09:14
To: phil salliss
Subject: Re: *support* ref order 562229



Dear Sir,



Please read our returns policy



http://www.overclockers.co.uk/acatalog/terms.htm



Sorry for the inconvenience


Regards
Dave Hardy - Overclockers UK
Technical Support Department
Tel: 0870 4430880
Fax: 0870 443 0881
E-mail: dave.hardy@overclockers.co.uk
Web: www.overclockers.co.uk





----- Original Message -----

From: phil salliss

To: 'Dave Hardy - Overclockers UK'

Sent: Wednesday, March 24, 2004 4:59 PM

Subject: RE: *support* ref order 562229



Hi dave



Again thank you for your prompt reply, with regards to cost of the return I feel most disappointed that I should have to pay for the cost of return when the fault isn’t my fault. The product should be in warrenty for a year, the price of rma is going to be at least £10 a cost which I shouldn’t have to carry as the product is faulty.



Regards phil



-----Original Message-----
From: Dave Hardy - Overclockers UK [mailto:dave.hardy@overclockers.co.uk]
Sent: 24 March 2004 16:33
To: phil salliss
Subject: Re: *support* ref order 562229
Dear Sir
I would need that Case back before we would replace it, you will incur the cost of the RMA we do not refund postage costs.sorry for this


Regards
Dave Hardy - Overclockers UK
Technical Support Department
Tel: 0870 4430880
Fax: 0870 443 0881
E-mail: dave.hardy@overclockers.co.uk
Web: www.overclockers.co.uk

----- Original Message -----

From: phil salliss

To: 'Dave Hardy - Overclockers UK'

Sent: Wednesday, March 24, 2004 4:04 PM

Subject: RE: *support* ref order 562229

Hi dave
No problem, I only noticed it myself as I was typing the email to antec. With regards to rma then, would I have a refund or would you swap it for a similar case. Also as it is clear from the pics I attached to the mail that there is a problem could a replacement be issued prior to you receiving this case back, as it is going to be an inconvenience?? In addition would I be expected to cover the cost of the postage of the ram to you as that will prove expensive for me and I feel a little unfair especially as I had to rma the psu on this order at a cost to myself.

Look forward to your response.

Kind regards phil

-----Original Message-----
From: Dave Hardy - Overclockers UK [mailto:dave.hardy@overclockers.co.uk]
Sent: 24 March 2004 11:24
To: phil salliss
Subject: Re: *support* ref order 562229

VERY silly of me, thanks for pointing this out.

The only thing I can do is offer an RMA for the return of the case, although this is going to be a big inconvenience to you, there is no other way I can help, we do not have spares for the case sorry, please let me know.

Regards
Dave Hardy - Overclockers UK
Technical Support Department
Tel: 0870 4430880
Fax: 0870 443 0881
E-mail: dave.hardy@overclockers.co.uk
Web: www.overclockers.co.uk

----- Original Message -----

From: phil salliss

To: 'Dave Hardy - Overclockers UK'

Sent: Tuesday, March 23, 2004 11:41 PM

Subject: RE: *support* ref order 562229

Hi dave

Thank you for replying so promptly. The case is a coolermaster case why would I email antec are they part of the same company??? Also if I need to rma it how would you go about a replacement as, as far as I understood coolermaster have stopped making my case or have you still got access to them.

Regards phil

-----Original Message-----
From: Dave Hardy - Overclockers UK [mailto:dave.hardy@overclockers.co.uk]
Sent: 23 March 2004 17:34
To: phil salliss
Subject: Re: *support* ref order 562229
Dear Sir,
I have never had this happen
please contact
mpeeters@antec-inc.com
they can help you as we would need to RMA the entire unit for a replacement.
Regards
Dave Hardy - Overclockers UK
Technical Support Department
Tel: 0870 4430880
Fax: 0870 443 0881
E-mail: dave.hardy@overclockers.co.uk
Web: www.overclockers.co.uk

----- Original Message -----

From: phil salliss

To: support@overclockers.co.uk

Sent: Tuesday, March 23, 2004 3:30 PM

Subject: *support* ref order 562229
i’m having problems with the door light on the coolermaster case in this order. The case in question is the atc220, the problem is that door light has now gone pink rather than blue as it was previously. The pictures attached illustrate what is happening, do you now of this happening before if so is there a way of resolving this.
Many thanks
Phil salliss