Lame Overclockers.co.uk

  • Thread starter Thread starter Stuart Halliday
  • Start date Start date
S

Stuart Halliday

I've many ordered Chieftec cases from this company in the past and
today I decided to fit 2 extra drives in my last 2 of 5-1/4 bays of my
Full Tower Chieftec DA-01W.

Now for some reason Chieftec make a 6 bay Full Tower but only supply
*4* sets of guide rails.

So I needed another 2 sets of plastic guide rails to use the last 2
bays.

I phoned my supplier of course.
Did Overclockers.co.uk want to know? Of course not.
They actually said to me over the phone that 'they could order them,
but won't'.

So much for customer service!

Well, they may have just lost our company as a customer...

I contacted the Chieftec UK Distributor 'Express Hardware' and they
were 'shocked' at Overclockers attitude.
They said they'd send a free set of guide rails in the post today.

Hopefully this article will be archived by Google and help others
trying to get full support for their purchase.
 
I've just placed an order with Overclockers.co.uk, surely they can't
screw up a pack of RAMsinks....
 
Anton Gysen said:
I've just placed an order with Overclockers.co.uk, surely they can't
screw up a pack of RAMsinks....
Click to expand...

Ordered a HDD and a few IDE cables from them, no problems at all :) They
both came next day by Special Delivery.
 
Ordered a HDD and a few IDE cables from them, no problems at all :) They
both came next day by Special Delivery.
Click to expand...
Wow!

That unique and special service you got from them certainly more than
compensates for all the shitty things one hears about this company.
 
Stuart Halliday said:
I've many ordered Chieftec cases from this company in the past and
today I decided to fit 2 extra drives in my last 2 of 5-1/4 bays of my
Full Tower Chieftec DA-01W.

Now for some reason Chieftec make a 6 bay Full Tower but only supply
*4* sets of guide rails.

So I needed another 2 sets of plastic guide rails to use the last 2
bays.

I phoned my supplier of course.
Did Overclockers.co.uk want to know? Of course not.
They actually said to me over the phone that 'they could order them,
but won't'.

So much for customer service!

Well, they may have just lost our company as a customer...

I contacted the Chieftec UK Distributor 'Express Hardware' and they
were 'shocked' at Overclockers attitude.
They said they'd send a free set of guide rails in the post today.

Hopefully this article will be archived by Google and help others
trying to get full support for their purchase.
Click to expand...

Overclockers Uk & aftersales service don't belong in the same sentence.
 
Stuart Halliday said:
I've many ordered Chieftec cases from this company in the past and
today I decided to fit 2 extra drives in my last 2 of 5-1/4 bays of my
Full Tower Chieftec DA-01W.

Now for some reason Chieftec make a 6 bay Full Tower but only supply
*4* sets of guide rails.

So I needed another 2 sets of plastic guide rails to use the last 2
bays.

I phoned my supplier of course.
Did Overclockers.co.uk want to know? Of course not.
They actually said to me over the phone that 'they could order them,
but won't'.

So much for customer service!

Well, they may have just lost our company as a customer...

I contacted the Chieftec UK Distributor 'Express Hardware' and they
were 'shocked' at Overclockers attitude.
They said they'd send a free set of guide rails in the post today.

Hopefully this article will be archived by Google and help others
trying to get full support for their purchase.
Click to expand...

You were shocked that they don't supply drive rails that the manufacturer
doesn't deem worth supplying as standard, and you think it lame that they
don't carry something in stock as a spares item that maybe 4 or 5 people out
of a hundred owners might use? Hmm.... Seeing as how you've ordered 'many'
of the cases in the past and have only just noticed the number of drive
rails supplied, wouldn't that also indicate how infrequently all 6 bays are
filled? No real shock then that Overclockers.co.uk don't think it's worth
stocking them.
 
A clever name said:
You were shocked that they don't supply drive rails that the manufacturer
doesn't deem worth supplying as standard, and you think it lame that they
don't carry something in stock as a spares item that maybe 4 or 5 people out
of a hundred owners might use? Hmm.... Seeing as how you've ordered 'many'
of the cases in the past and have only just noticed the number of drive
rails supplied, wouldn't that also indicate how infrequently all 6 bays are
filled? No real shock then that Overclockers.co.uk don't think it's worth
stocking them.
Click to expand...

So you think the fact that told the OP that "they could order them,
but won't" is perfectly acceptable? I don't.

I should add to all this overclockers bashing that I've bought from
them on a couple of occasions and everything has been good. I've never
had cause to make any unusual requests or make a return though.


Tim
 
So you think the fact that told the OP that "they could order them,
but won't" is perfectly acceptable? I don't.
Click to expand...
They're probably only available at a silly price, so they don't carry
stock, and they don't do special orders. Seems reasonable enough (I
know I'm making assumptions, but I think you are too).
 
Rob Morley said:
They're probably only available at a silly price, so they don't carry
stock, and they don't do special orders. Seems reasonable enough (I
know I'm making assumptions, but I think you are too).
Click to expand...

Perhaps, but customer service isn't just about what you do but also
how you do it. Saying "we could do it but we won't" is, at best, a
very poor way of relaying your company policy. "Unfortunately we don't
supply that part, I suggest you contact the manufacturer directly." is
a much, much better way of getting the same information across.

It's not their policy (assuming not supplying that part is part of
their policy) that I find a problem, it's the delivery of the message.
I don't know exactly what was said of course, but overclockers gave
Stuart Halliday (the OP) the impression that they simply couldn't be
arsed to help him out. That's a glaring customer service failure.


Tim
 
"Tim Auton" said:
Perhaps, but customer service isn't just about what you do but also
how you do it. Saying "we could do it but we won't" is, at best, a
very poor way of relaying your company policy. "Unfortunately we don't
supply that part, I suggest you contact the manufacturer directly." is
a much, much better way of getting the same information across.

It's not their policy (assuming not supplying that part is part of
their policy) that I find a problem, it's the delivery of the message.
I don't know exactly what was said of course, but overclockers gave
Stuart Halliday (the OP) the impression that they simply couldn't be
arsed to help him out. That's a glaring customer service failure.
Click to expand...
I don't think they sell themselves on customer service (although I've
always found their people pleasant and helpful enough) but on stock and
prices - you pays your money and you takes your choice. ebuyer also
seem to have a pretty poor record of customer service if you're to
believe that Usenet posts about them are representative, but people keep
using them because they're cheap and they have stock. You'll always get
the odd disatisfied customer shouting about how crap some suppliers are,
but I'm sure that plenty of people are adequately satisfied with their
service, and will continue to appreciate the value that they offer.
OTOH I tend to believe that Watford, Scan and Dabs are crap - maybe I'm
just biased. :-) As for Eclipse in Coventry ...
 
Tim Auton said:
So you think the fact that told the OP that "they could order them,
but won't" is perfectly acceptable? I don't.

I should add to all this overclockers bashing that I've bought from
them on a couple of occasions and everything has been good. I've never
had cause to make any unusual requests or make a return though.


Tim
Click to expand...

You're assuming that "they could order them, but won't", was actually how it
was said, rather than possibly being paraphrased by the original poster.
Think of it from a business prospective - you have an spares item that you
would rarely sell, that you'd need to pay carriage on (and therefore build
this into the price), and that you'd probably need to order by the box full
to make it viable. If that made them £5 per set as your cost price, would
you order any? I wouldn't, just to have stock sat there on the off chance
that it might be used.

That said, if "they could order them, but won't" was used without any form
of explanation, the guy that said it needs to take lessons in tact and
diplomacy.
 
Another way of looking at it is that they've done you a favour...
rather than you paying a silly sum for something they would have to
order in specially, you have got them for free...
 
Rob Morley said:
I don't think they sell themselves on customer service (although I've
always found their people pleasant and helpful enough) but on stock and
prices - you pays your money and you takes your choice. ebuyer also
seem to have a pretty poor record of customer service if you're to
believe that Usenet posts about them are representative, but people keep
using them because they're cheap and they have stock. You'll always get
the odd disatisfied customer shouting about how crap some suppliers are,
but I'm sure that plenty of people are adequately satisfied with their
service, and will continue to appreciate the value that they offer.
OTOH I tend to believe that Watford, Scan and Dabs are crap - maybe I'm
just biased. :-) As for Eclipse in Coventry ...
Click to expand...
I have ordered quite a lot of stuff from OCUK over the past few years.
Actually a pain for me as I live in Thailand, so have to co-ordinate my
orders with my infrequent trips back to the Motherland. I have had both
excellent support (where the tech went out of his way to help) and poor
support (when I found my P4P800 didnt have the Bios for Prescott, yet they
sold me both). I probably wont buy there again as we are now seeing some
good OC sites and shops here in Thailand (www.busitek2000.com). I will say
though, that I have been on the whole quite happy with them. Funnily enough
I was pleasantly suprised by dabs as well, although I am sure this was a
mistake on their part.

regards
Freddie
 
I don't think they sell themselves on customer service (although I've
always found their people pleasant and helpful enough) but on stock and
prices - you pays your money and you takes your choice. ebuyer also
seem to have a pretty poor record of customer service if you're to
believe that Usenet posts about them are representative, but people keep
using them because they're cheap and they have stock. You'll always get
the odd disatisfied customer shouting about how crap some suppliers are,
but I'm sure that plenty of people are adequately satisfied with their
service, and will continue to appreciate the value that they offer.
OTOH I tend to believe that Watford, Scan and Dabs are crap - maybe I'm
just biased. :-) As for Eclipse in Coventry ...
Click to expand...

I certainly have had no problems ording from them in the past. I have
heard they can be a bit abrupt, but only when they feel the customer
is taking the piss a bit. I mean, if the rails wernt supplied with the
case then thats the way it goes. Its not their fault. And, why should
they spend money chasing round to extra rails when the cost would be
too high to justify.

As for Ebuyer, I have orders loads of stuff over the last 2 years and
only ever had one problem, and that was down to a confusion between
delivery and billing addresses. Partly my fault and partly theirs, but
resolved in the end.

Dabs are pricy, but always delivered on time and well packaged.

Scan - I always feel they will cock it up, but they never do. Not as
cheap as Ebuyer but occasionally their Today-Only offers are pretty
good.

I wouldnt touch Watford with a brage pole. I have only heard bad
comments and I have seen one of their laptops break within 2 weeks.
When I say break I mean the lid hinge cracked.

Novatech are a good suppliers, but tend to be pricy on some items. I
have popped down to their warehouse to buy stuff too and they are
always keen to help.

There, thats my lot....

Harry
 
Tim Auton said:
It's not their policy (assuming not supplying that part is part of
their policy) that I find a problem, it's the delivery of the message.
I don't know exactly what was said of course, but overclockers gave
Stuart Halliday (the OP) the impression that they simply couldn't be
arsed to help him out. That's a glaring customer service failure.
Click to expand...

You've hit the nail on the head.

Strangely I expect a company who is the reseller of an item to at
least try to contact the Distributor and see if they can get the goods
the customer requests.

I order items from the likes of Radio Spares and their customer
service is first class. Nothing is too much trouble.

I've now got myself an extra set of guide rails free of charge from
the Chieftec UK Distributor - PARS Technology ltd - 0870 2000 700
 
A clever name said:
You were shocked that they don't supply drive rails that the manufacturer
doesn't deem worth supplying as standard, and you think it lame that they
don't carry something in stock as a spares item that maybe 4 or 5 people out
of a hundred owners might use?
Click to expand...

Some more detail required I think:

I'd not ordered a full tower before. Plenty of midi's of course, etc.
So I'd not came across this problem before.
I also didn't put this PC together, a fellow worker did. So I didn't
see the lack of guide rails until I reopened it.

Hmm.... Seeing as how you've ordered 'many'
of the cases in the past and have only just noticed the number of drive
rails supplied, wouldn't that also indicate how infrequently all 6 bays are
filled?
Click to expand...

Perhaps.
But IMHO that's no excuse for a manufacturer not supplying 6
guiderails with a 6 bay case is it? I for one can't understand why
anyone would order a 6 bay case and only use 4 bays. I'll certainly be
more careful when I order cases in the future.

Wouldn't we love it if Ford sold a car with only 4 seats fitted in one
of their 6 people carriers vechicles as 'research had shown that most
trips are carried out with 2 or 4 people in them'. Then don't have a
way for their customers to order those extra seats... How we would
laugh.... :-)

No real shock then that Overclockers.co.uk don't think it's worth
stocking them.
Click to expand...

Fair enough. They can stock what they like. But why give me their bad
attitude?
"Well we could ordered them. But we won't."

It appears that their stock system is not flexible enough to allow
them to order *any* item for their customer that is not usually sold
*even* if the item is from an existing Distributer so its just a
matter for them to pick up the phone and order it?
I was told I'd have to order hundreds so they could justify placing
the item into their stock system.

You go to a car repair shop in the UK and they can order any little
part for your old car and get it deliveried within 4 hours!

I wouldn't have minded paying a service charge on top of the item
price to pay for the extra admin work it would have taken to get it.
But they don't appear to have any policy in place to allow them to get
a item in which they don't usually stock.

This is a very bad trait in modern shops don't you think?

A shop that displays some human care and understanding goes far in my
book.


P.S.
I also wanted to get a Parallel-IDE to SATA adaptor but they don't
stock these common devices either. Oh hum...
 
Stuart Halliday said:
"A clever name" <[email protected]> wrote in message

Some more detail required I think:

I'd not ordered a full tower before. Plenty of midi's of course, etc.
So I'd not came across this problem before.
I also didn't put this PC together, a fellow worker did. So I didn't
see the lack of guide rails until I reopened it.
Click to expand...

Fair point.
guiderails with a 6 bay case is it? I for one can't understand why
anyone would order a 6 bay case and only use 4 bays. I'll certainly be
more careful when I order cases in the future.

Wouldn't we love it if Ford sold a car with only 4 seats fitted in one
of their 6 people carriers vechicles as 'research had shown that most
trips are carried out with 2 or 4 people in them'. Then don't have a
way for their customers to order those extra seats... How we would
laugh.... :-)
Click to expand...

I'm not trying to excuse the manufacturer on this one, nor indeed the poor
way Overclockers dealt with this.
It appears that their stock system is not flexible enough to allow
them to order *any* item for their customer that is not usually sold
*even* if the item is from an existing Distributer so its just a
matter for them to pick up the phone and order it?
I was told I'd have to order hundreds so they could justify placing
the item into their stock system.

I wouldn't have minded paying a service charge on top of the item
price to pay for the extra admin work it would have taken to get it.
But they don't appear to have any policy in place to allow them to get
a item in which they don't usually stock.
Click to expand...

I thin it's more a question of economics. Time is money, so if it takes an
hour (for example) to source and order a 'special order' part, that has to
be built into the cost, which would probably make it uneconomical for you,
as a customer to buy them. How much would you have been prepared to pay -
£5, £10, 20 per set? They are, after all a business, which leads nicely
to.....
This is a very bad trait in modern shops don't you think?

A shop that displays some human care and understanding goes far in my
book.
Click to expand...

Absolutely agree with you on both points. There's a right way, and a wrong
way of dealing with a customer on things like this, and this would be a
shining example of what not to do. A little tact and understanding go a very
long way.

Thanks for the clarification of your previous post.
 
Fair point.


I'm not trying to excuse the manufacturer on this one, nor indeed the poor
way Overclockers dealt with this.


I thin it's more a question of economics. Time is money, so if it takes an
hour (for example) to source and order a 'special order' part, that has to
be built into the cost, which would probably make it uneconomical for you,
as a customer to buy them. How much would you have been prepared to pay -
£5, £10, 20 per set? They are, after all a business, which leads nicely
to.....


Absolutely agree with you on both points. There's a right way, and a wrong
way of dealing with a customer on things like this, and this would be a
shining example of what not to do. A little tact and understanding go a very
long way.

Thanks for the clarification of your previous post.
Click to expand...

O/C UK worst company online I have ever dealt with.
Wouldn't let clean my shit-house.Total wankers.



--
Free Windows/PC help,
http://www.geocities.com/sheppola/trouble.html
remove obvious to reply
email (e-mail address removed)
Free songs to download and,"BURN" :O)
http://www.soundclick.com/bands/8/nomessiahsmusic.htm
 
<snip>

I've ordered alot of stuff from Overclockers and never had a problem, i'd
have no problem using them again.
 
Back
Top