Over-Clock UK really fails :(

[freecableguy]

On October 15th I placed an order for the PA160 "wings" mounting kit for my Thermochill PA160 radiator. I have yet to receive it. :mad: What's more is that Over-Clock UK has done nothing thus far to remedy this. It's been f 3 weeks now and they can't pull it together enough to make this happen. I would comment more but at this point I am so mad that I would say what I really thought of this company and would probably get myself in some trouble. So I will say nothing except that I will NEVER do business with them again. Unfortunately I cannot locate what I need in the USA.

I am just passing along this information to others so they are warned of my CONTINUING bad experience with this company.

http://www.thermochill.com/acatalog/wings.jpg

Quoted here:

--------------------------
This is an AUTOMATED E-MAIL. DO NOT reply to this message. Direct replies & queries to SALES@OVER-CLOCK.CO.UK

Dear Mr XXX,

Thank you for shopping at Over-Clock UK Ltd. . We have received and are processing the following order. Please note this is an ORDER CONFIRMATION ONLY.
NOT A TRACKING NUMBER. When your order has been despatched, an e-mail is automatically sent to you containing
order tracking details:

************************************************** ****
Order Number: KB332010005650
Order Date: 16 October 2005 00:27 GMT

Ship To:
REMOVED FOR PRIVACY



Shopping Cart (Prices in British Pounds)
REFERENCE DESCRIPTION QUANTITY PRICE COST
-------------------------------------------------------------------------------
326 ThermoChill MK160 "Wings" 1 GBP15.24 GBP15.24
Mounting Kit
Include M3 Antivibration 1
Mounts
================================================== =============================
Subtotal: GBP15.24
Shipping ([ER] Air Mail (Small Packets)): GBP2.07
Total: GBP17.31


************************************************** ****

If you wish to CANCEL this order, you can do so either by e-mail to SUE@OVER-CLOCK.CO.UK or by telephone
to +44 1924 370674 (01924 370674).

Tech support is available thru our forums at www.over-clock.co.uk/ivb/,
or by e-mail to support@over-clock.co.uk, or by telephone on +44 1924 211432 (01924 210068)

Sincerely,
Steve Verity / Sue Verity
Directors
Over-Clock UK Ltd.

Belmont House
6 Peterson Road
Wakefield
West Yorkshire
WF1 4EB
United Kingdom
01924 211432
01924 370674
sales@over-clock.com
www.over-clock.com
-----------------------------

[saaya]

did you call em or email them about it?
did they say anything like its out of stock and they are trying to get stock in or anything?

[freecableguy]

Have not called. I'm not calling internationally on my cell phone. I have exchanged MULTIPLE email with the "owner" Steve to no avail. It's a chore just to get him to respond. His care factor is very low.

[wdrzal]

try making them yourself,they are simple enough.

[freecableguy]

try making them yourself,they are simple enough.

This comment REALLY pissed me off. I am REALLY trying to hold back saying what I want to say.

[[XC] leviathan18]

just chill go to a place where you can call international and call them

and if there is no way to contact them just go to metal work shop or something like that and ask for one the should make you one

[Fresh Daemon]

Did you pay on a credit card? That can be a lifesaver. Visa has gotten me very large refunds from companies who were trying to play hardball.

[Marci]

Looking into it...

[Marci]

Right. You were e-mailed explaining the situation.... copied and pasted from steve's sent-items folder...

28th October

Hiya Kris,

Sorry for your trouble, but this is the first email I have received about this problem.

I have checked with the sales staff and they have been waiting for the stock to come in. They should have emailed you with this information and let you know there would be a slight delay. We have had to wait for the anti vibration mounts being made and this is what has put it behind.
I will make sure this is sent out in the morning so you will receive it very soon.

Please accept my apologies for this mistake, and I can assure you someone will be getting their but kicked.

Regards

Steve
www.over-clock.com


2nd November

Hiya Kris,

I have spent part of today trying to find out what has happened to your
delivery. Others that have been sent out to the states have received their
goods, so I do not know why yours has not been delivered.
I was wondering if it could have been dropped at the local postal office if
they have tried to deliver and got no one at home.
The only other solution if it isn't there is to resend your order,.

Regards

Steve
www.thermochill.com


4th November (at 7am this morning)

Hiya Kris,

I am sending out another Set for you and hopefully this one will get to you.

This is the first parcel we have sent out to the States that has not got
there in a reasonable time. The method that you chose for shipping has no
way of tracking the goods, so we are as wise as you, as to the whereabouts
of it.

My patience is also getting thin regarding this matter. Other than hand
delivering your goods I am left with no alternative than to rely on a postal
service that sometimes sucks, and on this occasion, unfortunately for you,
has.

Regards

Steve
www.over-clock.com

So, a 2nd set is in transit, and every e-mail you despatched was replied to explaining the situation. As AirMail was chosen, the cheapest shipping option to that region thus accompanying the longest delivery turnaround (upto 28 days depending on location) we must wait that amount of time for delivery to take place. As such that has been cut short and a second set despatched.

Your shipping choice determines how your order gets to you, and that is your choice to make. International Scheduled delivery is guaranteed within 4 working days and every order shipped via that method has landed at it's destination. You've selected what equates to "regular post" rather than a courier and as such the delivery schedule becomes significantly extended.

How the UK Postal service operates, the handover from them to US Postal service, and then from US Postal service to your door is completely out of our hands.

[[XC]thewildblue]

Cant say that Ive ever had a problem with them, they are great to speak to on the phone and really helpful.

[masterofpuppets]

Cant say that Ive ever had a problem with them, they are great to speak to on the phone and really helpful.
Agreed, O-cUK have never failed me in the past.

[freecableguy]

USPS overseas to UK generally takes less than 5 days.

I like this part:

I have checked with the sales staff and they have been waiting for the stock to come in. They should have emailed you with this information and let you know there would be a slight delay.


...and every e-mail you despatched was replied to explaining the situation.
Not true, my original email to the company went unanswered. I had to write to Steve personally with a CC to just about every important address I could find on the website to get a response.

Let's not forget this email:

Hiya Kris,

It will be sent out today by airmail, so it should arrive to you early next
week. I will put it through on the fastest service available.
Hope this is OK for you.

Regards

Steve

What happened to the fastest service available? According to Steve that UK Royal Air Mail with hand off to USPS since that's what he used. I understand that's what I ordered (because it has always been VERY fast in the past) but he was supposed to make a special effort to get it here as fast as possible since there was a significant delay in shipping with no notification to me.

Look, I'm not here to fight about every little detail in this situation. I felt that posting the thread was the only way to get a resolution to this and it looks as though I was right. Your "4th November (at 7am this morning)" should read 5th November as this response was sent to me until the morning after I posted this.

-kris

2 weeks is a slight delay? No, 2 days is a slight delay. 2 weeks is a significant problem.

[Rippthrough]

Agreed, O-cUK have never failed me in the past.

I ended up waiting 2 weeks for a laptop once,which I wasn't best pleased about as it was 2-3 day delivery, but they didn't want to know when I got in touch, just said it had been dispatched already and that was all. :stick: :slap:


Been OK some other stuff though, customer support seems a bit hit and miss.

[Marci]

Er.... we've never sold laptops thru our Online Store.... u confusing us with overclock.co.uk or overclockers.co.uk? They're completely different companies.

[Marci]

Your "4th November (at 7am this morning)" should read 5th November as this response was sent to me until the morning after I posted this.

By our calendar, that was sent on Friday 4th at 7am. Timezones...

[ibby]

ive never had any problems with over-clock (h)
:D

[Holst]

Er.... we've never sold laptops thru our Online Store.... u confusing us with overclock.co.uk or overclockers.co.uk? They're completely different companies.

Must have been overclock, if it was overclockers it would have been 3 months not 2 weeks :P

Hehe.

Im another satisfied customer of oc-uk.

The only time I had a problem with an order they phoned my mobile and told me right away :)

[lv_dicedealer]

Wow, sorry to hear about your frustration with oc-uk.

They handled and shipped my order very fast recently. I actually thought that customs had screwed me over, but it turned out that it was my local post office that can't manage to put a notice in the correct mailbox. I was thinking all along for 5 days that my pkg was sitting in New York Customs, when it was actually 3 blocks away gathering dust. THEN when I went to pick it up after tracking it through the USPS system (concise tracking information) this time rather than using ParcelForce (confusing tracking information), the Postal agent would not release it to me without some sort of printout that the tracking number was actually for me (nevermind that the delivery name and address matched their computers and my ID)... what a pain.

Bottom line, it got here and I am pleased that it really only took 3 or 4 days of actual shipping from the UK to Las Vegas. Best part is they included the new shrouds for the PA120.2 in the order; when I had placed my order, there was no distinction between HE and PA shrouds on the website (there are now 2 distinct shrouds on the site) I had merely ordered 2 120.2 shrouds not knowing there was a difference.

[bapski]

am crossing my fingers and hoping responsible and professional staff from thermochill will also follow up.

i placed my order 12.1.05 so 4 business days would be 12.7.05 ( not counting saturday as business day).

so hopefully all will go well with my order as this was one of my apprehensions from ordering earlier with thermochill. just thought i may face possible problems ordering overseas. but the wait for the pa120.3 to be available here in the U.S. is killing me so i took the plunge. i just hope, the pa120.3 and the shroud i got, performance wise will be very satisfactory.

[perry_78]

Well, if there is any moral in the story (don't take this the wrong way), any overseas shipping should have a TT option. Otherwise it just ends up with people pissed off for understandable reasons.