CCL Computers RMA

ccl_are_useless

Hi. I sent my motherboard to CCL Computers for repair on 27/09/18 which they received on 01/10/18, when I first contacted them they told me it could take up to 28 days for the turn around which I was fine with as I thought it was just a conservative estimate.

I asked CCL for updates and on 25/10/18 they tell me it "will most likely come in by the end of the week", well that comes and goes and on 30/10/18 they say the manufacturers quote them 28 days for repair/replacement but the manufacturer sent a replacement board to the distributor on 16/10/18 so not sure why that matters.

On 01/11/18 they finally get the board back and the next day they inform me that "it should be with me early next week". After waiting 3 days I ask for a tracking number so they stop replying to my eBay messages until yesterday where they tell me it's being inspected and once that's complete it will be sent to me. Really? They don't even tell me when I'll get it back by! Just "once it's inspected".

It seems like they're wasting time on purpose now, they'll probably tell me next week John hurt his knee or something so was unable to inspect it. Anyway I replied telling them I've waited long enough and if they can't have it delivered by Tuesday next week just refund me instead. What if they can't or won't do neither? Do I just need to keep waiting? They did say on 30/10/18 that if it goes over 28 working days they could look into a refund but I know now not to believe anything they say.

forgotmyname

Never had any issues with them.

societys_child

they'll probably tell me next week John hurt his knee or something so was unable to inspect it

You don't know how close to the truth you are. Except I don't think his name is John . . .

ccl_are_useless

forgotmyname wrote: »

Never had any issues with them.

Have you had to get something repaired or replaced by them? Seems like that's where it all goes wrong.

I can understand if there's a delay getting the board back from the manufacturer or distributor, they have no control over this. What I can't understand is why they would tell me on 01/11/18 that they got the board back and I should have it early next week then not bother sending it! Now after having the board in their possession for 7 working days they tell me it's still being inspected.

Honestly you should stay away from them too. Your next experience could end up like mine which you can easily avoid by just purchasing from anyone else.

forgotmyname

They may think that you broke the board and checking it works before sending it back to you.

So when you claim it fails again they know it was checked and tested.

Spent quite a bit of money with them over the years, used to build computers for people all the time.

ccl_are_useless

forgotmyname wrote: »

They may think that you broke the board and checking it works before sending it back to you.

So when you claim it fails again they know it was checked and tested.

Which is completely fine but shouldn't take 7+ working days.

forgotmyname

Depends how busy they are. Plenty of hardware gets returned as dead on arrival. Yet it's sometimes obvious that they botched something up when assembling it.

Had one recently where the lad somehow managed to fry the motherboard when installing it. My guess shorted on the standoffs in the case. Didn't fit them in the right positions for that MB.

How long? Depends on how busy they are and how long they leave it running.

I generally do burn in tests for a few days where it wont get powered off at all. Run it at fairly high load for 24 hours plus.

ccl_are_useless

forgotmyname wrote: »

Depends how busy they are. Plenty of hardware gets returned as dead on arrival. Yet it's sometimes obvious that they botched something up when assembling it.

Had one recently where the lad somehow managed to fry the motherboard when installing it. My guess shorted on the standoffs in the case. Didn't fit them in the right positions for that MB.

How long? Depends on how busy they are and how long they leave it running.

I generally do burn in tests for a few days where it wont get powered off at all. Run it at fairly high load for 24 hours plus.

How busy they are isn't the customers problem. If it takes them two weeks to test an item before sending it to the manufacturer for repair/replacement, two weeks for the manufacturer to repair/replace, and another two weeks to test after getting it back then that's the time frame they should give.

What they should've done is tested the board the same day and/or the next morning then sent it out to be delivered on Saturday along with an email apologizing for the delay. Is that really too much to ask considering it has already been more than 28 days?

forgotmyname

Yes its too much to ask. Your not their only customer.

Over 4000 feedback in one month alone on ebay. How many buyers actually left feedback? Then add in the sales directly from their website.

They cannot drop everything just because your item comes in.
Your item arrived and was put into the queue.

No queue jumping.

societys_child

Then add in the sales directly from their website

Plus a busy bricks and mortar sales outlet/ showroom/ repair and service centre with long queues of customers.

ccl_are_useless

forgotmyname wrote: »

They cannot drop everything just because your item comes in.
Your item arrived and was put into the queue.

No queue jumping.

They should test items based on how long a customer has been waiting rather than when they get the item back. If someone has already been waiting five weeks why not prioritize that over someone that has been waiting one or two?

Also if they are so busy that it takes them two weeks to test an item then they should either hire more staff or stop testing known good items. Why even test an item that the manufacturer says has been repaired or replaced? Sure, some items are probably still faulty but it can't be significant enough that they need to waste employee and customer time testing them.