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FrozenCPU strikes again. - Page 4  

post #31 of 193
Sorry to hear you had a bad experience but these things happen and every company is vulnerable. Personally ive spent about 2 k with them in the last 2-3 months across 5-6 orders and they all arrived within a few days of ordering and with all the parts. On my most recent order I got a pair of 25mm fitting extensions but they had an inventory error and called me right away(within a few hours) to offer 20 or 30 mm as a substitute.
post #32 of 193
Quote:
Originally Posted by ShortAlieN View Post

Lets make sure I have this right. You placed your order, paid for your order and basic shipping. They receive your order, pack and ship your order, minus said part. You receive the package, notice that the part is missing and alert them of the missing part. They acknowledge the missing part and will ship it to you at no extra cost, but you will not be available for delivery. So you expect them to pay the excessive cost of an overnight shipment to fit your schedule.
Yes there was a mistake made, but following their policy is what a company does, it's how they make sure that their company is run the way they want it to be run and not how someone else wants it to. They can't just bow down to one customer's needs and I don't see why they should of made a special case just because you were not available for delivery. Would it have been in their better interest to? Would you have made an account on this forum just to praise their customer service?
I don't understand what you expected them to do and I don't know what was missing or the details around the order. Do you shop with them often? Is there some reason why you deserve preferential treatment? I don't know all, so I can only go off of the information given and that information pretty much says that you just wanted to complain about not getting your way.

I think you're missing the point. It's the principle of the thing, not the actual incident.

1) They made a mistake (a possibly costly one - what if that part was for a client build that needed to be completed by a specific date?), instead of doing all they can to rectify it, they treat it like "oh woops, forgot your part, we'll send it out when ever". That's not right. They should have sent it out express. Why should the guy's project be held back by 5 days because of their mistake?

2) If a company has good service then it is acknowledged. When it comes to PC parts/components, service is very important. Look how successful EVGA are because they have epic service and warranty and everyone raves about it, which in turn results in more business.

Frozen could have easily shipped the item express for an extra 5 buks and not lost a customer (possibly more than one as it's now on this forum).

Yea ok it's their policy, but their policy is stupid to begin with. It's not right. You screw up, you pay for it. Simple as that. Time is money.
post #33 of 193
Quote:
Originally Posted by ShortAlieN View Post

Lets make sure I have this right. You placed your order, paid for your order and basic shipping. They receive your order, pack and ship your order, minus said part. You receive the package, notice that the part is missing and alert them of the missing part. They acknowledge the missing part and will ship it to you at no extra cost, but you will not be available for delivery. So you expect them to pay the excessive cost of an overnight shipment to fit your schedule.
Yes there was a mistake made, but following their policy is what a company does, it's how they make sure that their company is run the way they want it to be run and not how someone else wants it to. They can't just bow down to one customer's needs and I don't see why they should of made a special case just because you were not available for delivery. Would it have been in their better interest to? Would you have made an account on this forum just to praise their customer service?
I don't understand what you expected them to do and I don't know what was missing or the details around the order. Do you shop with them often? Is there some reason why you deserve preferential treatment? I don't know all, so I can only go off of the information given and that information pretty much says that you just wanted to complain about not getting your way.
Quote:
Originally Posted by hirolla888 View Post

I think you're missing the point. It's the principle of the thing, not the actual incident.
1) They made a mistake (a possibly costly one - what if that part was for a client build that needed to be completed by a specific date?), instead of doing all they can to rectify it, they treat it like "oh woops, forgot your part, we'll send it out when ever". That's not right. They should have sent it out express. Why should the guy's project be held back by 5 days because of their mistake?
2) If a company has good service then it is acknowledged. When it comes to PC parts/components, service is very important. Look how successful EVGA are because they have epic service and warranty and everyone raves about it, which in turn results in more business.
Frozen could have easily shipped the item express for an extra 5 buks and not lost a customer (possibly more than one as it's now on this forum).
Yea ok it's their policy, but their policy is stupid to begin with. It's not right. You screw up, you pay for it. Simple as that. Time is money.

Did you read it all?
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post #34 of 193
Quote:
Originally Posted by hirolla888 View Post

I think you're missing the point. It's the principle of the thing, not the actual incident.
1) They made a mistake (a possibly costly one - what if that part was for a client build that needed to be completed by a specific date?), instead of doing all they can to rectify it, they treat it like "oh woops, forgot your part, we'll send it out when ever". That's not right. They should have sent it out express. Why should the guy's project be held back by 5 days because of their mistake?
2) If a company has good service then it is acknowledged. When it comes to PC parts/components, service is very important. Look how successful EVGA are because they have epic service and warranty and everyone raves about it, which in turn results in more business.
Frozen could have easily shipped the item express for an extra 5 buks and not lost a customer (possibly more than one as it's now on this forum).
Yea ok it's their policy, but their policy is stupid to begin with. It's not right. You screw up, you pay for it. Simple as that. Time is money.

I think you're missing the point as well.

1) They have a policy in place for when something like this happens. When someone buys from them, they are agreeing to those policies. A situation occurred in which a policy had to be followed, and followed it was. I'm not saying you should expect mistakes, but you should never plan for everything to work out perfectly and should always leave room for errors. I doubt this was a client computer as the OP said he's going out of town right away.

2) Every company in existence has made a mistake at one point or another. Quality control isn't perfect, humans are humans, etc. I'm not sure if you noticed, but there are huge EVGA/XFX/ASUS hate threads at OCN simply because of small mistakes that people blew out of proportion and equated them to the entire company. People have success buying from FrozenCPU every day with $1000+ individual orders. Also, I'm sure if FrozenCPU could have afforded to ship it out cheaper and faster, they would have offered that to the OP. They probably wouldn't scam you on the shipping cost when they made a mistake.
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post #35 of 193
I've had good experience with Amazon lately. Ordered some clear Primochill tubing from them today. It not only was $6 cheaper than frozencpu, but also had free shipping.
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post #36 of 193
srry to hear, never had issues with them, they even upgraded my fans and rad for free with 2 day shipping all because he sold the rad to someone in store not knowing it was the last in stock. So instead 3-5 day shipping i got 2 day, a better rad, and quieter better fans.
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post #37 of 193
Sorry but I'm still going to buy from them sooner or later.
post #38 of 193
Quote:
Originally Posted by ShortAlieN View Post

Did you read it all?
Yea i read it. And? What I said still stands, especially my last line.
Quote:
Originally Posted by Detroitsoldier View Post

I think you're missing the point as well.
1) They have a policy in place for when something like this happens. When someone buys from them, they are agreeing to those policies. A situation occurred in which a policy had to be followed, and followed it was. I'm not saying you should expect mistakes, but you should never plan for everything to work out perfectly and should always leave room for errors. I doubt this was a client computer as the OP said he's going out of town right away.
2) Every company in existence has made a mistake at one point or another. Quality control isn't perfect, humans are humans, etc. I'm not sure if you noticed, but there are huge EVGA/XFX/ASUS hate threads at OCN simply because of small mistakes that people blew out of proportion and equated them to the entire company. People have success buying from FrozenCPU every day with $1000+ individual orders. Also, I'm sure if FrozenCPU could have afforded to ship it out cheaper and faster, they would have offered that to the OP. They probably wouldn't scam you on the shipping cost when they made a mistake.

I realise it's their policy, but it's a stupid policy imo. Obviously this sort of thing is not the norm, they don't screw up every order, but what makes a company stand out from the rest is how they deal with isolated incidents (whether it be in a good way or bad). And of course FrozenCPU could have afforded to ship it express! Are you kidding me?

I'll say it again, if YOU screw up, YOU should fix it asap as time is money. Whether this was a client build or a build for his grandmother IS IRRELEVANT. Why are people having such a hard time understanding this basic business concept?
post #39 of 193
Quote:
Originally Posted by hirolla888 View Post

Yea i read it. And? What I said still stands, especially my last line.
I realise it's their policy, but it's a stupid policy imo. Obviously this sort of thing is not the norm, they don't screw up every order, but what makes a company stand out from the rest is how they deal with isolated incidents (whether it be in a good way or bad). And of course FrozenCPU could have afforded to ship it express! Are you kidding me?
I'll say it again, if YOU screw up, YOU should fix it asap as time is money. Whether this was a client build or a build for his grandmother IS IRRELEVANT. Why are people having such a hard time understanding this basic business concept?

Whether this is a stupid policy or not IS IRRELEVANT. Why are you having such a hard time understanding this basic business concept?

FrozenCPU is already losing money having to ship out a part a second time and they aren't charging the customer, as well they shouldn't. However, there is no need for them to ship it out express, and especially not for free. They have a business to run, too.
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post #40 of 193
I'm sorry... I guess I'm missing your point.

Why should they have to bow to him? What reasoning are you using that they should? Just because you think that their policy is stupid?

As you say, time is money. They are a company because they want to make money. If he had been a good customer with them, or even a recurring customer, maybe I could see them coughing up the money to have it shipped to him over night. You have no logical reasoning and the information given is too little to make any assumptions that you have.
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