Buying from overclockers.co.uk - beware!

aaf

The following is an email I just sent to overclockers which explains everything. I had used them before with no problems but I will not be using them again due to the following situation.

I would like a full monetary reimbursement for an item I purchased and subsequently RMA'd as I have been waiting 8 weeks for this product to be returned to me. I ordered an Antec NeoPower 480W ATX2.0 PSU among a few other components on 1st April 2005. I found that the PSU was DOA and I RMA'd it on the 3rd May. I followed up with an email querying my RMA status on 19th May 2005 and received a reply from Martin Goldstone on the 20th in which he said it would be dispatched asap. On Thur 9th June 2005, I rang overclockers and I was told that it would be dispatched immediately and that it would be delivered the following day. I received an email from overclockers on Tue 14th June which stated that it was dispatched that day and should be with me on Wed 15th June. I still have no PSU. I would like a full monetary reimbursement for the item and the cost incurred by sending the faulty product back to overclockers. The Antec PSU cost £72.50 + VAT = £85.19. The cost incurred to RMA it was £10 so an overall total of £95.19 is due. I'm not sure how overclockers handle reimbursements so here are my Irish Bank Acc details:
XXX

If you're posting a cheque, my postal address is:
XXX

I trust there will be no further delay in this matter. I will not be using overclockers again for any future purchases as a result of this and I will strongly discourage others from doing so. Approx 10 weeks from the day I purchased this item online and I have yet to receive a working product. Disgraceful.

:mad:

J-blk

Good luck. I've been there. I used overclockers.co.uk for over two years and was well pleased - even posted on these forums in their defence once.

However, the Shuttle barebone I had just died on me one day, six months into the warranty. So back to them for an RMA - getting the RMA was not a problem. I shipped the Shuttle back to them the next day, which cost almost 40 Euro - it was delivered 4 days later.

6 weeks and endless e-mails later with various muppets (different rep every time, that had no clue about the story) plus they never-ever pick up the phone (not even an automated message, nothing), I get a Shuttle back.

Now get this: the reason I was told it took 6 weeks, was because my Shuttle had to be replaced and they had to get stock from the supplier. I believed this cause I was confident the mobo was screwed so there would be no repair.

Instead, I get the same Shuttle I sent them and in even worse condition! When I sent it back, it would power on, but not POST. Now, it would not even power on!There was a note on it saying "Repaired" and nothing more. How the hell was it repaired? And if that was the case, why did I have to wait 6 weeks for stock? I fire off another angry mail and another muppet tells me that it is very unfortunate that I got a SECOND (?) faulty Shuttle and they will be happy to replace it. He also commented that he could confirm that this was a different PC (cause I mentioned in my e-mail that it was) from the mobo and chassis serial numbers....

Apparently, they think customers are morons. Unfortunately for them, I had kept copies of these numbers and I called him a liar in my next e-mail, confirming that they sent back the same Shuttle in worse shape.

Unfortunately, I was going on a week's holiday at this point, so I just left it. The last muppet I mentioned, doesn't even dare to write back to me, now that his bulls**t has been exposed. So, week 7 goes by.

When I got back to Ireland, I finally got one rep on the phone and made sure he paid for his colleagues BS (felt sorry for him later). At this stage, they agreed to give me a slightly different new Soltek SFF instead of my Shuttle and refund my (second time round) postage costs.

Finally, it took 10 weeks from the initial RMA request to get a replacement and it was not even my original model. Not to mention the insulting comments about "Oh, we did not send you back the same one".

So, as aaf says, watch these guys. They have a good selection of hardware and prices are okeyish but if something goes wrong, you are well and truly bul****d.

Aaf, I don't know if this will help, but I was told that a Daniel Leese is one (or the only one) of their TS managers. You may want to get to him. Also, copy the managing director on all e-mails. Though he never responded directly, I sometimes only got replies after copying him.

duridian

Yes, I too have been warning people about this shower of w****rs for a while now. Wouldn't deal with them again even if they promised a 90% discount.

Dcully

Can we get this a sticky so our fellow members dont get caught out?

Creamy Goodness

Can't say that I've ever had to RMA stuff back to them but they are a good company in my books had no bad dealings with them, the only thing I can nitpick them on is their delivery is a bit steep.

J-blk

J-blk wrote:

I used overclockers.co.uk for over two years and was well pleased - even posted on these forums in their defence once.

They have a good selection of hardware and prices are okeyish but if something goes wrong, you are well and truly bul****d.

It's all great with them, as long as you don't have the misfortune of needing an RMA off them...

Padraig Mor

Definitely muppets with RMAs. Ordered abunch of components, including a mobo. They sent the wrong mobo. RMAed it. They send another (only wrapped in a padded envelope!) and not alone was it the wrong model again, but the EXACT SAME ONE I returned! They got it right the third time! They don't offer to reimburse your postage either unless you ask.

jc94062

While I've only had to RMA one thing to them (I ordered the wrong item) the refund for that took about a week which was a tad unreasonable as it was posted 1st class recorded to them.

Also, as said, delivery is extremely steep, and I've heard of someone who ordered a gfx card, got charged, and never got the card...

Phoning them is also an issue, call em during the day and its permenantly engaged, call em in the evening and it takes 10 minutes of ringing to get through.

But then Tagan (I got a Tagan PSU from them which was DOA 12 hours after installing) isn't much better, emailed their tech@tagan site and it took 3 days to get a reply asking for more data and still not been able to send it back. And as for Norton anti-virus? Its like "try this link", "tried that", "try the link I sent you", "tried it, again" ... If I hadn't paid £40 for the damn product I'd be going AVG and surely will be when its year of updates (if I even get them) runs out.

duridian

jc94062 wrote:

... and I've heard of someone who ordered a gfx card, got charged, and never got the card...

That would possibly be me. Two similar but not identical model graphic cards were on an order, along with about 5 or 6 other components, which I and a friend placed together a few months back. Imagine my delight upon opening the boxes that arrived to find that even though we were charged for two, only one of the cards had come, and that was not even the right interface. (ordered 2 AGP cards, a 6800GT and a 6800standard, got 1 pci express 6800GT)
So there we were, about six or seven hundred euro down, a 50% share in a graphic card that didn't work with the computer either of us wanted it to work in. Delightful :mad:

jc94062

... the guy I know is in England not Ireland and it was just one card, so it sounds like its not the only time they've screwed someone.

I guess I got lucky, even if I am still stuck with a dead PSU and no light at the end of the RMA tunnel, better £60 down than 600 euros, hmmm quick out of the way query...

My #4 has 4, $ and a euro sign, but I don't seem able to use the euro sign, tried ctrl-4 and alt-4 (bad move oops) and so forth, am I just being really dense? :P

Mythago

Well I've dealt with OCUK quite a bit & I can agree with pretty much all the above comments! I purchased an A8V, X800XT and various bits last year, on reciept the X800 & my DVI monitor just didn't work, I had analog but no DVI. I was in touch for ages with Connect3D's tech support and eventually they told me to get in touch with OCUK and replace the GFX card.

Sooooooo, got in touch with OCUK, RMA'd the card, and 2 days later got a parcel from OCUK which contained my old GFX card & a note saying it tested fine and to check my power connections :mad: Emailed them about it & asked was it tested on DVI to DVI which is what i requested & was told no, RMA'd again to tested & a week later same card back, same note, same way of testing!?!? Anyway gave up and sticking with analog!

I still scan their site for stuff, but doubtful I will order from them again

youcancallmeal

Only bought from them once and it was a case, didnt have any major problems but i would definitely suspicious of buying more complex pieces of equipment because they are more likely to break and then your left with having to rely on their dodgey customer services.

duridian

I'd agree with the idea of getting this made into a sticky so that others will see this and be made aware of the risks of dealing with this crowd. How do we go about getting a sticky?

jozi

Ahh great i have to rma a gfx card to them now

astrofool

used to use them, but the effort to buy off them has become far too great. Would recommend www.overclock.co.uk as an alternative, the best thing being they have a person on the other end of the phoneline, and have an accounts system (which is great for VAT related things).

jozi

Is thre not a sticky with on-line retailers?
Idont really agree with post like this just because you had problems (bad form on their behalf) and some others doenst mean you should go slate them as a bad company.
Im sure there have been 1000's who had good dealing with them, they just dont post here as much as the negative ones.
If you dont want rma problems buy locally not on the net.

the_syco

jc94062 wrote:

My #4 has 4, $ and a euro sign, but I don't seem able to use the euro sign, tried ctrl-4 and alt-4 (bad move oops) and so forth, am I just being really dense? :P

Its Alt-Gr+4. Alt-Gr is to the right of your space bar.

duridian wrote:

How do we go about getting a sticky?

It may have legal/libel remifications to it, so it may not be a good idea. I agree, as its a sound idea, but I wouldn't want to get boards.ie in trouble over it.

=-=

Also, I was going to buy some B-Grade stuff off them, but maybe not, after reading the above...

BadCharlie

I have spent about 2k with them over the past year and a half. Never had any problems with them what so ever. But the next time i order i think i will stick with irish sites as its cheaper to deliver and if something does go wrong it wont cost as much to return your faulty component.

elexes

i use these guys to buy 90% of my equipment . tho ive never had to rma stuff i in most cases simply would not send it back to the place of purchase but choose to deal with the company that makes the product directly as ive worked in places like overclockers and know that in order for them to get your item replaced at times it will take having to send the fault item from you to them to the manafacture (sp) and then back and this takes ages . tho i know its no good when your waiting on a part cause the pc wont run without it .

there not the worst company out there . not even close infact id call them a par with komplett but not as good customer service wise as elara.ie


you should of tried to send it back to antec . as they are very good with returns

aaf

jozi wrote:

Idont really agree with post like this just because you had problems (bad form on their behalf) and some others doenst mean you should go slate them as a bad company.

You might change your tune when you try to RMA your graphics card! I agree, maybe a sticky is not a good idea. Don't want boards.ie getting into any legal trouble. Just wanted to share my experience with others and let everyone decide for themselves if they want to purchase from this shower.

I got an email back from them yesterday which reads:

Dear xxx,

The replacement has been sent out. bearing in mind this has got to get to
Dublin I would expect it to arrive this coming Monday.

Regards,

Mike Dickinson
Customer Service
Overclockers UK
www.overclockers.co.uk

That's nowhere near a good enough response to the email I sent (see 1st post on this thread). I was told twice in the last 2 weeks that it would be sent out priority next day delivery. Gonna *try* to ring them tomorrow to get my money back. I don't want the stupid PSU now as a matter of principle!

J-blk

jozi wrote:

Idont really agree with post like this just because you had problems (bad form on their behalf) and some others doenst mean you should go slate them as a bad company.

You may well change your mind after you try to RMA your graphics card but I truly hope it goes smoothly for you. Customers do not deserve this kind of treatment - a major amount of the money you pay, especially with "namebrand" products and well-know retailers, is for service and support.

And I also don't agree that "just a few" have had problems. Sure, if it's a one off case or two, when somebody starts up a thread like Aaf's, most comments will be in their defence and not "oh, me too!" ones...

jozi wrote:

If you dont want rma problems buy locally not on the net.

Why? Because EVERY net based retailer is incompetent when it comes to RMAs, like these guys? Buying locally can have just as many problems IMO.

Aaf, their response to your query is typical... They don't even read the e-mails you send - probably just glance at the subject line and that's it...

duridian

I don't see why there would be legal/libel issues since what is being reported here is just what people have experienced when dealing with OcUK, it is not just made up stories. I and the others (the people who have been burnt) aren't demanding that you not deal with them, all we are saying is this is what happened when we dealt with them. Make your own choice then as to whether or not you want to risk dealing with them but at least have the benefit of knowing what you may be getting into.
To those that are saying they have spent X amount over Y number of years with Overclockers.co.uk, you sound just like I did about a year ago. I dealt with them a lot in the past as well, without incident, but starting last summer the rot had well set in, even though I too was slow to believe it until finally they well and truly botched up an expensive order for me. It was then that I came to realise just how bad they had become.
Just because they get it right most of the time does not mean they are entitled to treat customers the way that they do when they have got it wrong. If this does not qualify them as a BAD COMPANY then what may I ask does? Are we not entitled to working goods which we paid for? Saying buy local instead of buying from the net may work out fine if you live in a city where you are surrounded by PC stores. Some of us do not have this convenience. The only computer parts which I would use that can be sourced locally are the power leads which my local electrical dealer keeps since they also work on 'jug kettles'.
You better hope that MCKomplett(the guy who Komplett have assigned as a customer liaison with users on Boards.ie) doesn't read the bit where you said that OcUK are on a par with Komplett, now there's grounds for libel if I ever saw it.
Aaf, I wouldn't hold my breath for the arrival of the psu on Monday. They seem to send these things out like form letters, I got several of them with nothing arriving after.

jc94062

The sign that is

€€€€€€€€€€€€€€€

/me still waiting for information on returning my dead PSU from Tagan

RicardoSmith

I've had RMA issues with them in the past. Would be wary of using them again. Their couriers were dire too. I've was using them since I bought my first celeron 300a@550 off them. But those days are long gone.

bounty

pixmania

received harddrive on monday, took me until friday to figure out it was broken

didnt even email them, just sent faulty drive and form i found on their site back to france costing €8

send them scanned copy of postal receipt on the monday via email

received full refund, including €8, the following friday onto my visa card

Pinhead

I ordered a mates PC from Overclockers a couple of months ago. It costed over the €1500 mark. It took nearly two months to arrive. What a joke!

cregser

Overclockers had a good reputation a while back. I was going to order a gfx card from them a few months back untill I saw threads like this one. So I'd like to say thank you to everyone who has blown the whistle on these guys.

I went with Komplett and had no trouble with the card. One RMA with a hard disk from komplett went fairly smoothly.

po0k

Ok, I need to buy a DFI LanParty NF4 SLI-DR (not the UT version).
Overclockers has been the only place I've found it at a reasonable (~€200) price.

Anyone have any other sources for this board? Google is acting the runt on me.

po0k

Anyone care to praise/curse Tekheads.co.uk?

J-blk

The one and only incedent I had with them was this:

- I ordered a bunch of items for over €480 in a single order. The shipping total was £25 (give or take €32).
- A day later, I get an e-mail saying that the shipping estimate was wrong on their site and my shipping would be an additional £25. They asked if I was ok with this?!
- I told them no of course and pointed out that nowhere on their site did it mention that shipping costs may vary and they would need to be confirmed at a later point. I think it was quite normal to expect that their system could cope with shipping costs "on the fly" like most online retailers.
- This went back and forth for a few days, with them telling me it was not "worth their while" to lose £25 on my order. This on an order costing well over £300. They then gave a nice ultimatetum of either pay up or we cancel your order. Class....
- The debate went on for awhile with their manager and I basically told him what a crackerjack operation he runs. It was hilarious how defensive he got and started price comparing the items I ordered with the likes of Scan, Overclockers, etc :rolleyes: . Which I really did not care about.
- End of the story was, I cancelled the order and I've never used them since. The manager I was dealing with was going on about how they will add disclaimers that shipping for Ireland may vary, blah, blah, blah and how you should be contacted if it does so that they cover themselves. Which I hope they've done, cause before things were misleading...
- Still, this is nowhere as bad as Overclockers.co.uk - and my shipping case only came out of the fact really that there were some very heavy items (a Zalman Reserator actually) in my order. Hopefully, they've learned from it and moved on.

I haven't seen much bad feedback about them on boards.ie whereas Overclockers have popped on the "hate list" quite a few times over the last year...

astrofool

i got mine from www.overclock.co.uk a couple months ago syxpak, it worked out cheaper, delivery was cheaper, and it came within 2 days. Got an enermax noisetaker 600 and zalman with it as well.

I also got my original agp 6800 ultra from tekheads back when they were just released, and it also came within 2 days (faster than komplett). They also responded to emails very promptly at the time.

duridian

SyxPak wrote:

Ok, I need to buy a DFI LanParty NF4 SLI-DR (not the UT version).
Overclockers has been the only place I've found it at a reasonable (~€200) price.

Anyone have any other sources for this board? Google is acting the runt on me.

Another source for this board would be www.aria.co.uk
and here's the DFI by them
A fella I know in Wales says they are good to deal with.