So my younger son had his OCZ brand power supply die on his computer about a month ago. We got a replacement from a local computer store. I decided to try and get a replacement from OCZ for the dead one. Since we are two months past the 3 year warranty they won't replace the dead unit. Terrible customer service in my view. Yes, technically we are past the "official warranty" but that shouldn't be that big a deal - especially since it's such a tiny bit past three years old. I could understand if this was a 5-6 year old PS, but I mean really - two months past the warranty?? So, I wrote them an email saying I won't buy their stuff, I'll not suggest their stuff to others and so on. I mean they didn't even offer some kind of discount on a new PS! These units cost them maybe $20. to make. Isn't $20 worth keeping a customer happy? Anyway, DON'T BUY OCZ! :shootgun:
Seems not. It's amazing how stupid some companies can be when it comes to very simple ways of keeping customers happy. I mean, what costs more? Keeping current customers happy, thus creating loyal, return customers, or fishing for new customers? Most cell companies are like that. Make amazing low price offers for NEW customers only. Rico, they know NOT who they've messed with! You have a much larger voice (audience) then their average customer I think.
Quote from: QuadShot on September 09, 2010, 12:17:32 PM
Seems not. It's amazing how stupid some companies can be when it comes to very simple ways of keeping customers happy. I mean, what costs more? Keeping current customers happy, thus creating loyal, return customers, or fishing for new customers? Most cell companies are like that. Make amazing low price offers for NEW customers only. Rico, they know NOT who they've messed with! You have a much larger voice (audience) then their average customer I think.
Well, at least a little - hehe! Expect a very short rant on this weekend's podcast about this and a couple other things.
Question for you Rico.. first let me say I'm not saying that they didn't treat you poorly and could have done things differently and I'm not looking for an argument.. but I have to ask. The warranty was for 3 years. And you said you were 2 months pass it and feel that they should have replaced it. So my question is where should companies draw the line with warranties? It's unfortunate that it died two months after the warranty expired but is that really the companies fault. If they did allow you to exchange it 2 months pass warranty expiration then should they also allow someone who is five months, six months or a year over. I hate when things die right after warranty.. happens to me all the time but I never feel like it's poor customer service because they won't replace my item past warranty.
No problem Kenny. I think it has to be flexible to a degree and on a case to case basis. Like Vork said in the last "Guild" episode: "Expiration dates are mere guidelines." I'll give you an example. Many years ago I had a Dodge Intrepid. Ok car, but needed a fair amount of service. The A/C pretty much died and needed most of the components to be replaced - post warranty by several months. I wrote Chrysler a letter and they ended up covering most of the repair costs. I think I ended up having to pay a portion of the labor. Now, that is the way things should go - in my opinion. These days, you need to keep your customer base (more than ever) happy. People will turn on you and frankly with the power of the internet a bad reputation can spread like wildfire - especially in the techie crowd. Another example is actually at my current workplace, Testor. Occasionally we get customer complaints, paint returns, etc. Even though a lot of the time the paint is way past it's expiration date, we replace it for free. Not a huge expense, but it goes a long way. I think what bugs me the most is the curt reply I got from them. No real apology, no offer of a new PS at cost or anything - just sorry you are SOL. And that is just poor customer service.
Gotcha.. thanks for clarifying...
Totally off topic but I have a 2001 Intrepid and the A/C is also completely shot. God I want to get rid of that car.
Quote from: billybob476 on September 09, 2010, 02:49:24 PM
Totally off topic but I have a 2001 Intrepid and the A/C is also completely shot. God I want to get rid of that car.
I feel your pain Joe. One of the issues with AC systems in those years and earlier too was the change and phase out from CFC-12 (or R12) to HFC-134a (or R134a). This coolant is chemically different and doesn't frankly work as well. AC systems designed for cars in those early change over years had TONS of issues. A nice little ripple effect by saving the planet and ozone layer. This caused many systems to die early and need to be replaced. But of course, legislature doesn't think about this when they pass laws. Just get those nasty, bad CFC's away from us!
I use their memory and love the performance. I never had to deal with their customer support though.
I am on the same page as Kenny. When something is past the warranty I don't expect any replacement which means I don't even try. They should still treat you nicely though.
Sorry, but a piece of electronics should last more than 3 years.
Quote from: Rico on September 09, 2010, 04:22:35 PM
Sorry, but a piece of electronics should last more than 3 years.
You should see how much stuff we return with Dell per week where I work :)
Quote from: Blackride on September 09, 2010, 04:28:46 PM
Quote from: Rico on September 09, 2010, 04:22:35 PM
Sorry, but a piece of electronics should last more than 3 years.
You should see how much stuff we return with Dell per week where I work :)
If it's hardware issues, Dell doesn't actually make the internal hardware. Although they decide what components to buy and from where.
Quote from: Rico on September 09, 2010, 04:39:13 PM
Quote from: Blackride on September 09, 2010, 04:28:46 PM
Quote from: Rico on September 09, 2010, 04:22:35 PM
Sorry, but a piece of electronics should last more than 3 years.
You should see how much stuff we return with Dell per week where I work :)
If it's hardware issues, Dell doesn't actually make the internal hardware. Although they decide what components to buy and from where.
Yes, my point was not that it was a Dell issue. Just that we return lots of things.
I agree wig everyone I think. I wouldn't expect a free replacement after warranty expiry but I'd expect a much longer life from a bit of kit than warranty plus three months.
Sanding TVs has a habit of power supply failure two months after warranty expiry because the power supply was manufactured with underrated components. To design for a warranty life only is just wrong. (Obviously I have no idea if the same was true in this case)
I used to out grow things before they broke, so find it frustrating when something breaks before I am finished with it. Over the past few years, I have some things break down, past their warranties, but frustrating none the least as still using them. I don't think electronics last as long as they did in the past. I bought a Sony Monitor back in 94/95, I used it for years, every day. I still have it, it still works, though I have had other monitors after that have broken down in much shorter time.
Warranties always seem a bit sketchy to me, especially the extended ones they sell. Usually if something breaks down shortly after you have bought it, and can replace it, that is good. But if you have to start getting into repairs and discontinued models and replacements, then the consumer usually comes out on the short end of the stick. So if something is going to break, hopefully it does shortly after you buy it.
Funny thing now is if you simply Google OCZ power supplies and failure you will find a ton of issues with them. So it isn't just us. Which makes me even more upset by their lack of help with this since they obviously have some pretty poor PS's.
Hey Rico,
one the best ways I've found to complain to a company is via twitter.
you might try sending a note to @OCZTechnology Listing your customer service issues....
they also have a facebook page http://www.facebook.com/#!/pages/OCZ-Technology/108512805837767?ref=ts (http://www.facebook.com/#!/pages/OCZ-Technology/108512805837767?ref=ts)
Try and get your issues out in the open where anyone can read them, they may help you just to save face.
any ways it can't hurt.....
~Java