overclockers co uk refuses to send me a replacement, refunds instead

[angrynerd]

Hi guys,

recently i purchased an ATI 5850 from overclockers co uk, after about ~3 weeks it turned out to be faulty. So i send it in for RMA fully expecting to receive a replacement after they forwarded it to sapphire.

Now they have refunded me, without my agreement. Since i purchased the GPU it has risen in price quite a lot. -so naturally i want a replacement...

They say that i agreed to the refund, but i dont see that part anywhere in that email. Can somebody please shed some light as to why they are acting in such a fashion?

a) You agreed to the refund when we gave you the terms and conditions of return in the RMA e-mail and you used the RMA number from that e-mail to send the item back.

Dear Mr angrynerd,

Please review the following information and ensure it is correct:
==================================================
Products on RMA:
Sapphire ATI Radeon HD 5850 Extreme 1024MB GDDR5 PCI-Express Graphics Card **OcUK Exclusive**

Please only return the products listed above on this RMA. Any products returned that are not on this RMA will be rejected and subject to a £12.50 + all shipping costs including collection charges if applicable + VAT charge.
Problem / Fault description: Faulty [No Post],
Desired action: Refund,

PLEASE CHECK THE ABOVE FOR ACCURACY AS WE CAN ONLY TEST FOR THE REPORTED FAULT. PLEASE PROVIDE AS MUCH INFORMATION ABOUT THE FAULT AS POSSIBLE AS ANY ITEM FOUND NOT TO BE FAULTY WILL BE RETURNED AT YOUR COST.
Any returned goods or replacements will be sent to: Mr angrynerd, angrynerds address
PLEASE CHECK THAT THE ABOVE ADDRESS IS CORRECT AS ONLY ONE ATTEMPT AT DELIVERING YOUR RETURNED OR REPLACEMENTS PRODUCTS WILL BE MADE, REDELIVERY WILL BE CHARGED AT OUR STANDARD RATES

This RMA number is valid from 04/07/2011 for 28 days, unless stated otherwise. If you are unable to return your products in this time please request a new RMA is issued when you are ready to return them

==================================================
PLEASE NOTE THERE IS A £12.50 + ALL SHIPPING COSTS INCLUDING COLLECTION CHARGES IF APPLICABLE+ VAT CHARGE FOR ANY ITEMS TESTED 'NO FAULT FOUND'. THIS CHARGE ONLY APPLIES TO ITEMS RETURNED FOR TESTING.

A summary of our terms and conditions can be found below.
1. PLEASE NOTE THAT ALL RETURNED PRODUCTS WILL BE INSPECTED FOR DAMAGE CAUSED BY POOR HANDLING OR MISUSE. FURTHERMORE, ALL LGA (LINE GRID ARRAY) AND AMD SOCKET MOTHERBOARDS WILL BE CHECKED FOR BENT OR DAMAGED PINS, MISSING SOCKET PROTECTORS, THERMAL PASTE OR ANY OTHER CONTAMINATION INSIDE THE CPU SOCKET. ANY PRODUCTS FOUND TO HAVE ANY EVIDENCE OF MISUSE, DAMAGE OR POOR HANDLING WILL BE DEEMED WARRANTY VOID, WILL BE RETURNED AND BE SUBJECT TO A £12.50 + RETURN SHIPPING + VAT CHARGE.

PLEASE CHECK THE FOLLOWING LINK FOR EXAMPLES OF DAMAGE THAT WILL NOT BE ACCEPTED UNDER WARRANTY, link removed

2. Testing - All returned items are tested by trained Overclockers UK Technicians. Any item found to be not faulty will be subject to a £12.50 + all shipping costs including collection charges if applicable + VAT charge. This does not affect your statutory rights.

3. Modified Goods. Any goods that have been modified or physically altered in any way shall be deemed Warranty Void and subject to a £12.50 + all shipping costs including collection charges if applicable + VAT charge.

4. Returned items must be packaged properly and shipped in a PLAIN OUTER BOX. ALL RETURNED PACKAGES MUST HAVE THE RMA NUMBER CLEARLY VISIBLE ON TWO SIDES OF THE OUTER PACKAGING. Any items that are poorly packed or received without RMA numbers will be REJECTED and subject to a £12.50 + return shipping + VAT charge.

5. Completeness of Returned Item(s)

For Items that are within 28 days of purchase please include all internal packaging and accessories (cables, manuals, drivers, power adapters, USB dongles and protective bags). Power Cables are not required for full systems purchased from Overclockers UK.
ALL RETURNED SYSTEMS MUST BE SHIPPED WITH THE GRAPHICS CARD REMOVED FOR TRANSPORT PURPOSES IF THE SYSTEM WAS ORIGINALLY SHIPPED IN THIS WAY.

- FOR FAULTY ITEMS THAT ARE OVER 28DAYS OLD PLEASE ENSURE THAT ONLY THE FAULTY ITEM ITSELF IS RETURNED.

- FOR FAULTY MEMORY THAT IS BEING RETURNED THE WHOLE MEMORY KIT NEEDS TO BE RETURNED NOT THE JUST THE FAULTY MODULE.

- FOR FAULTY POWERSUPPLY RETURNS, ALL CABLES MUST BE RETURNED WITH THE UNIT SO THAT IT CAN BE FULLY TESTED.

Any item that is returned incomplete will be REJECTED and subject to a £12.50 + return shipping + VAT charge.

6. Monitors that are being returned must be returned to us in the protective bag that the monitor is sent out in. If you do not have a bag to return the monitor to us please request one for your return. Monitors that are returned without this will be REJECTED and subject to a £12.50 + all shipping costs including collection charges if applicable + VAT charge.

7. Customers that are returning items from outside the EC MUST fill in the customs declaration forms correctly and state that they are returning FAULTY GOODS, in the case of unwanted items please state that the items are being RETURNED. Failure to do this will result in the customs fees not being paid and the items or the fees being returned to the customer.

8. Compatibility – Applications. Drivers and games are often released to market with bugs that can affect hardware performance. Overclockers UK cannot guarantee that every hardware product is 100% compatible with every software and hardware product available.

9. Please note that letters included with RMA cannot always be acted upon. If you require your address to be changed please contact us via our WEB NOTE SERVICE or our SUPPORT TELEPHONE LINE.
Our full terms and conditions can be found at
oc co uk support url

In response to your RMA request, we have reserved a returns code RMA205042 for you to return your item(s).

**THE RMA NUMBER SHOULD BE CLEARLY VISIBLE ON TWO SIDES OF THE OUTER PACKAGING**

Below is a shipping label which you may wish to use on your parcel.

--------------------------------------------------------------------------------
RMA205042
Overclockers UK
4 Axis, Millennium Way
High Carr Business Park
Newcastle-under-lyme
ST5 7UF

If you place your order online, you can track the progress of your RMA by logging into your account on our website. Just Select RMA History from the left hand column.
Please be aware that returns are booked in as they are processed, as such your RMA may say not yet received for up to a day after it has been signed for on our premises so please do not be concerned if your RMA status has not been updated straight away.

Regards,
Overclockers UK - Support
WebNotes:- webnote url
Telephone:- 0871 200 5053
PLEASE DO NOT REPLY TO THIS AUTOMATED EMAIL

[watercooled]

Do they have any in stock? They have been discontinued so it would explain the rise in price - they are still quite desirable by Bitcoin miners for example, being one of the fastest cards for it. I'm not sure how things work legally (Hexus member Saracen is good with this) but OcUK aren't exactly known for their great customer services...

[angrynerd]

Yes they are in stock but i wouldnt mind waiting because i assume they have to send it back to Sapphire in order to get a replacement themselves.

I would have send it back to sapphire myself but it appears that sapphire doesnt offer that if the shop who sold the item is still operational.

[CAT-THE-FIFTH]

How much is the refund amount??

HD6870 1GB cards have dropped quite a bit in price.

[watercooled]

Well, operational only barely applies to OcUK support.
You could try to say the shop is being unhelpful, I've had luck doing this with another retailer in the past, but they might not have any stock for an exact replacement themselves.

[angrynerd]

How much is the refund amount??

100 pounds, quite a good price i believe.

[watercooled]

That's the same as the full purchase price, right?

[angrynerd]

That's the same as the full purchase price, right?

Yes, otherwise that would be even more weird.

[Rob_B]

Buy my 5830!...or a newly reduced 6850

[jim]

Not with four posts he won't

[Rob_B]

lol, its on ebay now anyway

a 6850 would be an obvious option.

[badass]

In short, they are perfectly entitled offer you a full refund of all monies paid and nothing else. You cannot force them to offer you a replacement.

[Saracen]

....

They say that i agreed to the refund, but i dont see that part anywhere in that email. Can somebody please shed some light as to why they are acting in such a fashion?

.... Erm

Please only return the products listed above on this RMA. Any products returned that are not on this RMA will be rejected and subject to a £12.50 + all shipping costs including collection charges if applicable + VAT charge.
Problem / Fault description: Faulty [No Post],
Desired action: Refund,

I've added the red emphasis. That seems to about cover it.

[MadduckUK]

this thread has made me feel sorry for ocuk gratz

[watercooled]

Feel sorry for OcUK? Seriously?

Maybe they were misjudged in this case but it's the exception rather than the rule from my experience...

[Blackmage]

Ocuk have actually improved, hard to believe but they have. I took a chance and have had an excellent experience with them.