Terrible RMA experience from Overclockers UK
I purchased “Asus Z87 SABERTOOTH Intel Z87” from this website on June 2nd, which had some BIOS issues mainly related CSM causing the board to randomly become unbootable.
I arranged RMA on July 25th and the board was received by OCUK on August 2nd.
Email Received on August 2nd:
2nd Email received on August 2nd
On August 3rd I called the “Support Department” and was told that I had paid by PayPal, they would need a debit card number to put the refund back on, I gave them the card details and was told that the refund would arrive within 5 working days.
Since my initial call on August 3rd I have made contact multiple times by email and telephone.
The 2nd time I called on August 12th I was told that the details I had given on August 2nd wasn’t saved on the system so I would have to give them again and wait 5 more working days for the refund to get processed.
on August 17th I contacted OCUK using the support form and was told that the refund wouldn’t get processed till August 21st as the “Tech Department” is down for a refurb.
On September 4th I phoned customer support again, and was told the same story
“you paid by paypal the
payment details for the refund need to be changed and approved by a manager ”
After getting off of the phone on September 4th I made a complaint using the webnote feature on the website:
I send another email in reply to the above on the 10th of September:
I received the following reply on September 11th
I’m not too sure what posting on this forum is meant to achieve, I’m just hoping that someone who can do something about it will see it. if you look through the communication from above you can see that it has been close to 8 weeks since Overclockers UK received the motherboard and every time I communicate with OCUK I am pretty much told to wait 5 more days and I am sick of waiting. I have had to make close to a dozen calls about this refund which all cost me money.
Based on distance selling regulations the retailer is obliged to issue a full refund within 30 days of receiving the return, so far its been 52 days. so we are already 75% passed the deadline.
since my purchase I have spoken to multiple people who have either experienced similar problems when returning items to OCUK or know someone who has.
Has anyone else had a similar experience with this seller?
I purchased “Asus Z87 SABERTOOTH Intel Z87” from this website on June 2nd, which had some BIOS issues mainly related CSM causing the board to randomly become unbootable.
I arranged RMA on July 25th and the board was received by OCUK on August 2nd.
Email Received on August 2nd:
2nd Email received on August 2nd
On August 3rd I called the “Support Department” and was told that I had paid by PayPal, they would need a debit card number to put the refund back on, I gave them the card details and was told that the refund would arrive within 5 working days.
Since my initial call on August 3rd I have made contact multiple times by email and telephone.
The 2nd time I called on August 12th I was told that the details I had given on August 2nd wasn’t saved on the system so I would have to give them again and wait 5 more working days for the refund to get processed.
on August 17th I contacted OCUK using the support form and was told that the refund wouldn’t get processed till August 21st as the “Tech Department” is down for a refurb.
On September 4th I phoned customer support again, and was told the same story
“you paid by paypal the
payment details for the refund need to be changed and approved by a manager ”
After getting off of the phone on September 4th I made a complaint using the webnote feature on the website:
I received a reply the next day:
I sent the following in reply:
I received the following reply on September 9th, which is the day the “Technical Director” would have arrived back from his holiday.
I send another email in reply to the above on the 10th of September:
I received the following reply on September 11th
After 5 days has passed from the last communication I phoned customer support again on the 16th September, and was told the same story that the people on the phones are powerless and that all they can do is take my details and pass them up the chain, which doesn’t seem to get anything done. I asked if I could be passed on to someone one the phone higher up but was told by the person on the phone that they wouldn't be comfortable doing that as it could jeopardize their job.
I’m not too sure what posting on this forum is meant to achieve, I’m just hoping that someone who can do something about it will see it. if you look through the communication from above you can see that it has been close to 8 weeks since Overclockers UK received the motherboard and every time I communicate with OCUK I am pretty much told to wait 5 more days and I am sick of waiting. I have had to make close to a dozen calls about this refund which all cost me money.
Based on distance selling regulations the retailer is obliged to issue a full refund within 30 days of receiving the return, so far its been 52 days. so we are already 75% passed the deadline.
since my purchase I have spoken to multiple people who have either experienced similar problems when returning items to OCUK or know someone who has.
Has anyone else had a similar experience with this seller?
