Question about Arctic Fan 12 PWM, YOYO Code : 17361

[Pob255]

As listed here Arctic Fan 12 Best Noise Performance Ratio 120mm with PWM
You list the manufactors code as AF12025 PWM, however that is the closed frame fan linky the picture you have is of the open frame one.

Which is it?

And what's the price instore?

[wja96]

I've just had 4 of these delivered and they are the Fan 12 - not the AF12025 as advertised. As you can imagine, I'm not best pleased.

[gabbadude]

That sux!!

[wja96]

They've updated their website so the Manufacturer part number is now Fan 12. The fans were delivered back to them on Tuesday, and so far not a peep out of them. They're going to have to do something really spectacular to catch up on my expectations of customer service.

[YOYOtech - Kul]

Hey,
nothing spectacular needs to been done
Its being action as am typing here
a email is being sent to

Kul

[wja96]

Hey,
nothing spectacular needs to been done

I disagree. YOYOtech (without any intent to deceive, I'm certain) misdescribed the AC FAN12 fans they had in stock as AC AF12025PWMs. I bought 4 and paid £19.44 for them. I paid a further £6.99 for them to be shipped to me. When I discovered they were the wrong ones, I contacted the store immediately and I was told to send them back. It cost me £7.75 to return them. I could have sent them by an uninsured process, but that is a risk I am not prepared to take. You have refunded me the £26.43 (maybe, we'll see in 3 or 4 days) and I thank you for that, however there is still the issue of the return postage cost. I did post a thread asking how to recover the postage charges before sending, but you neglected to answer that post for some reason.

If, as I suspect, you decline to pay that, then I will institute small claims proceedings and pay the £25 fee to recover the £7.75. Assuming you incur no other costs from the small claims hearing (very unlikely) you will therefore incur a cost of £32.75. As you will doubtless not pay this, I will then have to employ the sturdy gentlemen from Debt Collection Services UK Ltd. who will pursue you for the money, and then levy a further charge from you for doing so.

Now, lots of people will be thinking that I've gone mad for the sake of a sub-£10 delivery charge, however the real fact here is that you refuse to acknowledge that your error cost me money, and that you should cover those costs, for goodwill if nothing else. Good customer service makes you money, annoying your customers by asking them to pay for your errors will only cost you business one way or another.

[YOYOtech - Mark]

hi there, sorry to hear of the problems you have had with our site...
when you phoned the store and talked to me regarding the fans, you said that you did not want them and would return them, for a full refund (which has been applied)...
i have checked, the paper work sent back with the fans and there was no royal mail reciept included with the paperwork - which would be required to refund the postage....
out of goodwill, we offer to cover the cost of postage, as the stand royal mail postage we would use (royal mail recorded) - which would be £3.24
otherwide we will need a reciept post office reciept to refund the full amount you are saying it has cost you
thank you
mark

[Undertaker]

M8ty!
you wrote a long story about small claims court
and you wrote about a thread for postage refund, I carnt find it? ??????
Did you bother to even ask them, or was it all asumption??

I would have asked them than writing all that, found it easier, and sorted
Blaming others for your own mistakes, hmmmm!

Undertaker

[wja96]

and you wrote about a thread for postage refund, I carnt find it? ??????

http://forums.hexus.net/yoyotech-car...rns-query.html

Second last line of the first post. And note that I had to bump the thread to get any response anyway.

Did you bother to even ask them, or was it all asumption??

I did ask them, by telephone and e-mail, and they either didn't respond or were highly evasive. Given that they have returns clauses regarding restocking fees that reduce your rights as a consumer if you agree to them, and (r)etailers who have such clauses are generally cowboys, I determined that I would be robust in the assertion of my rights from the outset.

I would have asked them than writing all that, found it easier, and sorted
Blaming others for your own mistakes, hmmmm!

Undertaker

Yes, but I have asked them, on several occasions (twice by e-mail, once on here, and once by telephone), and the one response I did receive was not one that I considered acceptable.

As for my mistakes, the only one I seem to have made was to try and buy anything from YOYOtech. Or do you feel that asserting my rights as a consumer is a mistake? I can send you the receipt and confirmation e-mails from YOYOtech confirming that the manufacturer's part number of the item I bought was AF12025-PWM. They didn't supply that part. Why should I be out of pocket for an error on YOYOtech's part?

[Undertaker]

M8ty
Email customerservice@yoyotech.co.uk
I emailed there, they helped me out quick and easy
Hey dont send the long winded story, quick explanation

Undertaker

[wja96]

hi there, sorry to hear of the problems you have had with our site...
when you phoned the store and talked to me regarding the fans, you said that you did not want them and would return them, for a full refund (which has been applied)...
i have checked, the paper work sent back with the fans and there was no royal mail reciept included with the paperwork - which would be required to refund the postage....
out of goodwill, we offer to cover the cost of postage, as the stand royal mail postage we would use (royal mail recorded) - which would be £3.24
otherwide we will need a reciept post office reciept to refund the full amount you are saying it has cost you
thank you
mark

It's somewhat difficult to enclose a receipt into a package you're posting, no? I have sent you an e-mail with the receipt scanned-in. If you require the actual receipt then I'll need to send that on Monday. Several other (r)etailers just send a courier to collect items like this, as it avoids precisely this problem. And now you have the problem of how you process the refund, of course.

Do you want to know how I would have handled it? I would have responded promptly (on the day of receipt or the day after) and said "We haven't got any of those, but we'll knock the cost of the return postage off 3 other more expensive 120mm PWM fans eg. Scythe or Coolermaster. That way, you would have got a sale, probably got some repeat custom later on and you wouldn't have had this thread, which on balance is probably not the sort of thing you want to see on a support forum in the run-up to Christmas. That and the fact that unhappy customers tell about 20x more people of their experience than happy ones.

[wja96]

M8ty
Email customerservice@yoyotech.co.uk
I emailed there, they helped me out quick and easy
Hey dont send the long winded story, quick explanation

Undertaker

I'm sure you're posting for what you believe to be a good reason, but you do seem to be a little.... biased? I have e-mailed that address. I have telephoned them. I have posted here. None of my communications have been long-winded, although I've not resorted to txtspk yet, M8ty. Maybe that works better?

My understanding is that now I have sent the receipt to Mark at YOYOtech, they will refund my £7.75 and that will close my dealings with YOYOtech, with neither party very happy, I'd wager.

I'll buy some fans elsewhere in the meanwhile. I do appreciate that your experience of YOYOtech varies from mine.

[wja96]

Well, I'm sure you'll all be incredibly surprised to learn that no-one from YOYOtech has contacted me about the the refund on postage. Come on guys, how hard can it be to sort this out?

[YOYOtech - Kul]

Hi
Will look into this, the only time this happens is if were waiting for your receipt
will check on Monday and reply

Kul