Re: Poor Customer Service from Overclockers.co.uk

I don't know what credit card rules exist on the other side of the pond,
but
in the US one would follow the rules to file a protest with the credit
card
company which will issue a provisional refund and demand that the vendor
prove
that you received the goods.

No reason that you would have to go thru the hassle with the vendor.


On Tue, 4 Mar 2008 16:36:20 -0800 (PST) kevin.baldwin@[EMAIL PROTECTED]
 wrote:

:>I would just like to relate a sorry story about this internet based
:>company which sell computer peripherals.

:>On the 12th February I ordered some PC parts with a value of around
:>£200 from this company with an expected delivery on the 14th February.
:>The items were showing as in stock on the web site so I didn't think
:>there would be any problem.

:>For some reason the order process stalled after they had taken my
:>money and I was left with no idea what was happening. When I phoned to
:>check it turned out that the Warehouse staff were unable to find one
:>of the parts I had ordered and although the stock was showing as
:>available it was actually missing and they weren't sure exactly when
:>more stock would be available.

:>I asked if there was any items similar in specification that could be
:>used to replace the 'missing' items. I then ended up paying slightly
:>more for the replacement parts but as Overclockers were running a
:>promotion I got the items with free postage and I was assured the
:>parts would be with me by the 15th. While I was checking the order I
:>noticed that there was a missing digit in the postcode I had supplied
:>and the saleman updated this as well.

:>On Tuesday 19th I phoned again to find out what was happening with my
:>order. I was put on hold while the Salesman checked with CityLink to
:>find out where the goods had got too. I was told that Citylink were
:>having problems finding the package. The Salesman then said that
:>Citylink would be attempting to track down the package and he would
:>let me know by the end of the afternoon what was happening.

:>Unfortunately I received no phonecall back and my order still had not
:>appeared. So on Thursday 21st I phoned once again to try and get my
:>order sorted out. I was put on hold while the Salesman checked with
:>Citylink. He repeated the earlier message about Citylink having
:>problems finding the package. He then said if Citylink re****ted back
:>that they were unable to find the package he would arrange for a
:>replacement order to be raised and that I would get my order the
:>following day one way or the other.

:>When the order had still not appeared by the following afternoon I
:>phoned once again to find out what was happening.

:>Citylink had not been able to find the package but unfortunately the
:>Salesman had not bothered to raise a replacement order either so I
:>still had no parts.

:>At this point I decided that I had had enough of this run around and I
:>asked to cancel the order.(I ended up getting the parts from another
:>supplier and they arrived promptly on Monday 25th) When I asked how
:>long the refund would take I was told that the money should be back in
:>my account within seven days.

:>So I waited ten days before I checked my account - no refund.

:>When I phoned Overclockers to find out what was happenning I was told
:>that they were waiting for the claim form from Citylink to be returned
:>- once this form had been returned they would then start the refund
:>process.

:>When I pointed out that the 'dispute' was between Overclockers and
:>Citylink - and asked why was my refund was being delayed - I was told
:>that this was the procedure that they followed. When I complained
:>about this I was told that according to the Distance Selling Act they
:>had thirty days within which to refund my money and that there was a
:>good chance that it would be well before this deadline(!). I was still
:>not happy with this and asked to speak to a supervisor - only to be
:>told that there was no one else to talk too - so basically that was
:>it.

:>Well - if I am lucky I will get my refund within the next week or two.
:>I can understand that things do sometimes go astray but to delay the
:>refund because of a procedure that has nothing to do with me is
:>appalling.

:>Not a lot of Customer Focus in my opinion - so think twice before
:>dealing with this company.

:>I know that I won't be ordering from them again - and I shall make
:>sure that my friends and colleagues are aware of the problems I have
:>encountered and let them decide whether to use this company.

-- 
Binyamin Dissen <bdissen@[EMAIL PROTECTED]
>
http://www.dissensoftware.com

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