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Thread: Has overclockers customer service improved?

  1. #17
    Seriously casual gamer KeyboardDemon's Avatar
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    Re: Has overclockers customer service improved?

    Great thread.

    I've not shopped with OCUK in a long time, but often I look at the site for price comparison reasons. I have found that they can be very competitive with Scan in some SKUs and then way overpriced with others. Usually when they are cheaper it is not by a big margin but often where they are more expensive that difference is often bigger. I have seen how good their RMA process is though, someone I know had to send back a graphics card while it was still inside the 2 year warranty, they tested, arranged a replacement and had it delivered within 5 working days of getting the item, so it was all very efficient.

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    Senior Member Spreadie's Avatar
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    Re: Has overclockers customer service improved?

    I know they were bought out/under new management but I haven't bought from them in a few years. Their customer service was frikkin appalling - this isn't second hand rumour, they were shocking - I had an issue and basically was given the middle finger from the CS staff, so I complained and persevered until I was put through to their general manager at the time and his attitude was worse than that of his staff.

    Stuff em, they might have a new boss but I'll bet they have the same crap staff.

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    Senior Member dfour's Avatar
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    Re: Has overclockers customer service improved?

    Quote Originally Posted by Spreadie View Post
    I know they were bought out/under new management but I haven't bought from them in a few years. Their customer service was frikkin appalling - this isn't second hand rumour, they were shocking - I had an issue and basically was given the middle finger from the CS staff, so I complained and persevered until I was put through to their general manager at the time and his attitude was worse than that of his staff.

    Stuff em, they might have a new boss but I'll bet they have the same crap staff.
    You might be surprised all the staff I have dealt with have been polite and helpful. Things change spreadie.

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    Seriously casual gamer KeyboardDemon's Avatar
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    Re: Has overclockers customer service improved?

    Quote Originally Posted by Spreadie View Post
    I know they were bought out/under new management but I haven't bought from them in a few years. Their customer service was frikkin appalling - this isn't second hand rumour, they were shocking - I had an issue and basically was given the middle finger from the CS staff, so I complained and persevered until I was put through to their general manager at the time and his attitude was worse than that of his staff.

    Stuff em, they might have a new boss but I'll bet they have the same crap staff.
    Sometimes the general attitude when speaking to staff is more a reflection of how they are treated by the company they work for then their attitude towards the customers they deal with, it wouldn't surprise me if a change in management has led to better working conditions and a happier CS workforce without the need for any changes in personnel and this is something that might help improve the service they offer as a result.

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    Re: Has overclockers customer service improved?

    I've used them over the last 7 years or so and haven't had an issue in regards to postage or anything, though I've not had to use the RMA service. However, have heard good things.

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    S1L3NT danroyle's Avatar
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    Re: Has overclockers customer service improved?

    I've had one bad experience and about 25 good ones with them.
    To be honest though mate asking on a forum based around scan you are gonna get a very limited response.
    In the same way if you went to there forums and asked about scan.
    All companies have good and bad customer services. And generally we only tell people about the bad experiences we have had not the good ones.
    I still use them for memory as scan have always had a very limited stock.


  7. #23
    Oh Crumbs.... Biscuit's Avatar
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    Re: Has overclockers customer service improved?

    If you go to their forums and ask about scan don't they ban you?

    Honestly, I haven't had any issues with them but also never had any major orders with them. Thing that always puts me off is high prices abd the delivery charge from them.
    They also have a habit of price gauging on pre-orders and newly released devices.
    If the price was right for something I wouldn't hesitate to use them though.

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    Re: Has overclockers customer service improved?

    Quote Originally Posted by danroyle View Post
    I've had one bad experience and about 25 good ones with them.
    To be honest though mate asking on a forum based around scan you are gonna get a very limited response.
    In the same way if you went to there forums and asked about scan.
    All companies have good and bad customer services. And generally we only tell people about the bad experiences we have had not the good ones.
    I still use them for memory as scan have always had a very limited stock.
    If you mean HEXUS, it's not based around Scan. The Scan support sections are moderated, essentially, like other "support" sections on here, by the company. If you think about it, it makes sense because HEXUS mods can't help with questions on Scan.

    But outside of those support forums, HEXUS is run by HEXUS mods. Personally, I don't buy much from anyone online, but I treat all comments, whether abiut Scan, OCUK, or anyone else the same, which is that if it's within our rules, not likely to cause legal proboems, etc, it's faircenough, whether it's praise or not.

    Oh, and by the way, because Scan moderate their sections, I don't even go in there. Haven't done so since, well, pretty much since that argument over Scansure. I'm also heartily pleased to note that the behaviour I found so obnoxious (and said so, loudly) over Scansure, that of pre-ticking acceptance, is now (as of mid June) actually illegal, as I understand it, and it's illegal EU wide because EU legislators found it similarly unacceptable. That gives me a smug grin, and a wry satisfaction.

    If you want evidence of that, go back to the Scansure debate and you'll find a very public and distinctly edgy "frank exchange of views" (sorry, row) between Scan and, well, me. Among others.

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    RGB Champion Ttaskmaster's Avatar
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    Re: Has overclockers customer service improved?

    Quote Originally Posted by Biscuit View Post
    If you go to their forums and ask about scan don't they ban you?
    If you do it a LOT, yes they might and even then it seems to be just the serious and repeated offenses that get you banned for more than 48 hours - Harrassment, swearing, undesirable content... all the usual no-no stuff of any forum.

    The first few times you mention a competitor though, the Mods will simply edit the link out of your post and drop you a kindly reminder.
    It's the forum of a business, so mentioning/linking to competitors' products, prices and so on is considered bad form. This includes eBay, Amazon and so on, though.
    I find a number of forums are like this now, which is fair as it's the forum for that shop - You wouldn't go into your local independent PC shop and start chatting loudly with everyone about how Maplins or Tesco are doing the same item for less money, would you?

    Quote Originally Posted by Biscuit View Post
    Thing that always puts me off is high prices abd the delivery charge from them.
    I've generally found their prices to be lower on most of the stuff I've bought from them, from my case to RAM, Mobo and even my GPU. Plus they put stuff on sale a lot, which can be good.
    Delivery can be pricey I guess, but it's easy enough to get 1000 posts and qualify for free next day delivery - They use DPD, who are always bang on time and give accurate advance notice of their scheduled delivery, too. They used to be awful, but since using OCUK I've never had anything but stellar service from them!

    I've heard some very bad things about OCUK in the past, but certainly in the last three or four years I've seen zero evidence of it anywhere. The staff seem to bend over backwards to get you what you're after (assuming they stock it, of course) and doubly so if you have a problem with something!!

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    Pork & Beans Powerup Phage's Avatar
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    Re: Has overclockers customer service improved?

    I've always found them to be extremely good. Prices are variable but they have been very responsive to me over the last few years
    Society's to blame,
    Or possibly Atari.

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    Senior Member Xlucine's Avatar
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    Re: Has overclockers customer service improved?

    Quote Originally Posted by Saracen View Post
    ...I'm also heartily pleased to note that the behaviour I found so obnoxious (and said so, loudly) ovet Scansure, that of pre-ticking acceptance, is now (as of mid June) actually illegal, as I understand it, and it's illegal EU wide because EU legislators found it similarly unacceptable. That gives me a smug grin, and a wry satisfaction.
    They don't pretick it for you anymore - the current setup is a yes/no question during the checkout process that can't be ignored

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    Re: Has overclockers customer service improved?

    Quote Originally Posted by Xlucine View Post
    They don't pretick it for you anymore - the current setup is a yes/no question during the checkout process that can't be ignored
    And that's fair enough.

    But having it as pre-ticked, meaning unless you notice and explicitly remove it means you end up paying for a product you don't necessarily want, and which cannot subsequently be 'returned' (read 'cancelled'), even if unused, I.e. before you get the goods, is IMHO not at all acceptable. And it lost them my goodwill. I haven't, for instance, recommended them since, including to my clients. I know I'm not the only one, either. And the fact that the EU has now banned a practice they defended, quite vehemently, speaks volumes.

    This EU ban came into force recently (this June) but the EU directive mandating it was 2011, for the legal writing has been on the wall since 2011. It's just that EU member states had a couple of years to implement the directive into national laws.

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    Re: Has overclockers customer service improved?

    I just bought the majority of my gaming pc perts from them a few weeks ago and i can say with confidence that the arrival was speedy and there was no problems.

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    Senior Member Spreadie's Avatar
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    Re: Has overclockers customer service improved?

    Quote Originally Posted by Skierbruce View Post
    I just bought the majority of my gaming pc perts from them a few weeks ago and i can say with confidence that the arrival was speedy and there was no problems.
    The ability to ship a box is not an indication of good customer service. What matters is the manner in which they respond to problems.

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    Re: Has overclockers customer service improved?

    Overclockers are great these days and i would not hesitate to buy anything from them. Along with Amazon they have some of the best CS going i think. Always been happy with Scan too as well. It feels weird (and cool) being allowed to mention competitors here. That's one thing i hate about OcuK, you so much as hint at a competitor and you get an infraction.

  16. #32
    Senior Member Spreadie's Avatar
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    Re: Has overclockers customer service improved?

    Quote Originally Posted by LtMatt View Post
    It feels weird (and cool) being allowed to mention competitors here.
    Hexus is independent of Scan - they may have a good relationship but there's no commercial tie, AFAIK.
    Quote Originally Posted by LtMatt View Post
    That's one thing i hate about OcuK, you so much as hint at a competitor and you get an infraction.
    I don't use their forums, but I have heard this mentioned a lot - their mods sound like a proper bunch of jack-booted thugs.

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