Overclockers.com - Where do I stand?

wezznco

Hey all, going to paste the message I sent to their complaints team just now.. Should explain the situation:

Hello,
My partner ordered me a Samsung SM2233RZ 22" 120hz monitor, to replace my Samusung 60hz 22" on the 2nd of August as a gift for my birthday on the 20th August. The monitor should have arrived on the 5th August (according to your site), but instead arrived on the 9th, excusing it - I installed the monitor.

After using the monitor for a few hours I began to notice some lines in the top right corner of my screen. I went through numerous tests, failing to remove it. Tried two other computer rigs with both produced the same lines. (8800gt, 8800gtx and a 9600gt)

Reluctantly I attempted to return the faulty monitor for a replacement on the 23rd of August. I attached photos of the fault to help the tech team identify the problem.

I asked if there were any problems to call me so I could help try and replicate the fault, I didn't receive any notification, just an automated email stating they did not find a fault and that I would need to pay £10 for the return.

I phoned again in the morning, asking what they did to test, they told me they'd used pixel checkers, and done a few benchmarks. Was curious to what they'd tested, and after questioning found they'd not tested using a different DVI cable. He said he'd give it a go and ring me in the morning.

No phone call - Still my partner getting automated messages from you telling her to pay £10 for redelivery.

So I phoned again that evening, to be told that he'd test it again tomorrow morning and call me (I believed he must have forgot and would try the cables tomorrow instead) also asking him to stop the automated emails.

No call still! Except another email.

Phoned just now, it's been 9 days since the monitor was picked up, I was told "it's working fine I've been using it all week". Telling me that I'm wrong and the monitor is not faulty. As if I would spend the day off work waiting for someone to pick it up, and do the same to receive it?

And now that I've 'agreed' to have it tested, it's out of the refund policy? It's rediculous, I could have had a refund and bought it from somewhere CHEAPER, but I used Overclockers for the NAME and RELIABILITY.

The monitor is faulty, intermittant; possibly. But 100% faulty. I'm not willing to take the monitor back with the risk that it will remain faulty and your tech team's approach was unable to reproduce the fault present in the 3d applications I use.

Apparently you're on holiday, so I don't want to take up much more of your time.

This is where I offer you ‘reasonable opportunity’ to correct the fault. (In accordance to the Sales of Goods Act)

The solutions to this situations are a full refund or a replacement.

I've already waited 12 days, that sort of turn around is substantial for a process such as an exchange. So time is really of the essence.

Please phone me if you have time.

Thank you in advance,
Sam Wesley
07*********

I received this response:

Dear Sir,
I am sorry to hear of your complaint, I have looked into this matter for you and have tested the monitor myself to see if I can find any evidence to support your complaint, However I have tested the monitor with both the cable that we use to test with and also the cable that is supplied with the monitor I have been unable to find any fault with it either. Therefore I will be standing by the testing that was and has now been carried out 3 times for you.
I am affraid that the monitor will remain here until the testing charges and return shipping costs have been paid. I am sorry that I cannot be of anymore assistance to you on this occasion.
Regards
Chris Montgomery
Returns Manager
Overclockers UK

What can I do? I sent it out 99.9% sure that there was a fault! Now they want £10+shipping fee to return it to me!? Even though I paid £10 for the initial shipping which was 4 days late!

:(:(

Sam

garth549

What do you mean by "lines" ? Are they dead lines of pixels?

Do they appear straight away or after a few hours of usage? Does it only happen under certain apps? (running in directx for example). Did you try both VGA and digital DVI?

Overclockers are well known for poor service, they do seem to make a lot of mistakes

wezznco

They come up after running at 120hertz using Nvidia 3d. So they're rather intermittent. But I can reproduce them at any time.

It only has a DVI-D output.

It was happening whilst playing in Directx9 (CS:S) at 120hertz.

Thanks for your response! Really want to know where I stand.

garth549

hhmm sounds like a strange problem, are you sure the lcd fully supports the resolution at 120hz? Are you running at the lcds native resolution (you can sometimes get strange artifacts if not)

it could be tricky if they are disputing that the display is faulty. You could try writing them a letter stating your rights and requesting a refund or replacement. If they dont play ball you'd have to maybe think about obtaining an independant report to prove the fault. You'd need this to make any legal claim against them

wealdroam

wezznco wrote: »

Really want to know where I stand.

Well realistically, sounds like you are going to have to pay what they ask.

It appears that at the moment you have been unable to convince them that there is a fault with the product. If they cannot see the problem, then really why should they replace the thing or refund you?
Clearly they can't repair it without seeing the fault and hence the improvement after repair.

Why should they pay for the testing and return of the product when, as far as they are concerned, there is no fault?

Sorry, I know that is not what you want to hear, but try and see the situation from their point of view as well. :beer:

neilmcl

Or you can try the manufacturer, as you should have at least a year, if not 2 years warranty.

TaxPayingMug

but I used Overclockers for the NAME and RELIABILITY

Both critical errors.
The company is a shambles and ran by someone that is most unsavoury.

The tech support are stupid, the sales team are the worst kind of idiots, and the management are the worst of the lot.

If you want a decent product, avoid OCUK at ALL costs.

garth549

I agree they do seem to be a bit of a disaster in all their departments (sales, returns, packaging, tech support etc!!)

I'd highly recommend using Scan or eBuyer in future

neilmcl

garth549 wrote: »

I agree they do seem to be a bit of a disaster in all their departments (sales, returns, packaging, tech support etc!!)

I'd highly recommend using Scan or eBuyer in future

And I've heard plenty of negative posts about these two companies as well.