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FrozenCPU strikes again. - Page 7  

post #61 of 193
Quote:
Originally Posted by 2thAche View Post

I've found them to have the fastest shipping I've ever seen, and never had a problem with any orders. Sorry to hear about your experience.

same here..

and have had awesome customer service from them as well..from Jeff!!!
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post #62 of 193
Quote:
Originally Posted by techspec6 View Post

I ordered 7 items from FrozenCPU.com and only recieved 6 of them. I called them to tell them about the problem and spoke with Jeff. He told me that the missing item will be shipped to me the same way that the previous parts had been shipped, which was FedEx 1-5 business days. I explained to him that the shipping schedule would not work because I would be out of town in 3 days for over a week. We disputed this back and forth for some time but he told me it was company policy to ship missing items the same schedules as the original order and he wasn't able to change this. I asked to speak to his boss but was denied by Jeff. In the end, I was forced to pay an additional $19.44 to have the part overnighted. Basically, I had to pay for their mistake or be forced to wait 10 days on an in-stock part I paid to have delivered 3-5 days. The missing part was a part of an entire ordered system, thus the system could not be completed without the missing part, holding up the entire project.
I would urge anyone that is considering doing business with FrozenCPU.com to first read their order policies and also read other online reviews. Checking the BBB complaints for any company you're considering doing business with gives insight into the worst part of a companies business practices.
Here are 2 reviews I wish I had read before becoming a customer of FrozenCPU.com
http://www.overclock.net/t/823336/koolance-frozencpu-debacle
http://www.overclock.net/t/1145734/frozencpu-review-done-with-them
As a provider of customer service with my company, when I make a mistake... I do what is necessary to make it right with the customer. I can't believe they thought so little of me as a future customer that they sold me off for as little as $19.44.
Jason

I hear ya man, sucks how some people treat their customers, anyone that knows customer service wouldnt be argueing your point. Im sure it was out of Jeffs hands but he should have passed it onto his manager at the very least.

edit:
going through the thread a little, I think people are missing the point that it seems like the vendor became deffensive against the customer, the vendor should never get emotional, the customer can because they paid for a service/item. Its customer service that is supposed to neutralise the issue, maybe they couldnt have paid for the shipping, they could have worked with him some other method such as a discount on his next purchase, or some other item. I personally have high customer service standards, i understand mistakes, its how the company treats their mistakes that counts.

Customer service starts right when you walk into the door too. NCIX was AMAZING at my willcall pickup the otherday and I will now choose them over other vendors when possible because they treated me like a friend rather than a customer. Whats it worth to me to recieve that service? I will pay an extra few dollars thats for sure.
Edited by 66racer - 3/27/12 at 10:05pm
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post #63 of 193
http://www.overclock.net/t/1100227/frozen-cpu-issue
Ive had my fair share of fu frozen cpu dibacles.....


never again....
post #64 of 193
Quote:
Originally Posted by Shrak View Post

Usually when you sign up to a site or right before you push checkout on your order, there's a checkbox and a guideline which pretty much lays out these rules and regulations. Maybe it's time to start reading those before you click the checkbox agree'ing to them?

Haha, now you're acusing me of not reading ToAs. Real classy, bud. I actually read all terms before agreeing to them. Looks like you're mad you got shot down.
Edited by kulbida - 3/27/12 at 10:21pm
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post #65 of 193
Quote:
Originally Posted by kazenagi View Post

If you got the overnight shipping free but there was a delay in the shipping company, say a few days time because of some whatever reason and you couldn't finish your build in time because of the shipping company instead of frozen would you of still made this thread?

Making up hypothetical red herrings now are we?
Quote:
Yet, they offered to send it free of charge through their general shipping method. Which is procedure. Usually when you sign up to a site or right before you push checkout on your order, there's a checkbox and a guideline which pretty much lays out these rules and regulations. Maybe it's time to start reading those before you click the checkbox agree'ing to them?

Rules and regulations? The following is lifted right from their own FAQ.

Quote:
What do I do if something is missing from my order?

We ask all customers to go through the entire box/package very carefully to verify if something is missing. For example, small items such as LEDs may simply be stuck under a box flap or inside another packaged item. Also, an item may have been drop-shipped, which may require some more time to arrive. If you are indeed missing an item from your order, please contact our offices and explain the situation. After an investigation into the missing item, the customer will be notified of the resolution.


It is pretty apparent that the OP followed everything outlined by their own rules and regs. Would you like a ladder for that horse you're on?

When I place an order with a company I am paying for the items to be shipped within a certain time window. When you order food at a restaurant and they forget to bring something to the table, is it ok for them to tell you they will handle it on your next visit? Of course not. There is an understanding of timely service rendered based on the economic contact you just entered into. (read: You pay for something and I fulfill.)

The man paid for seven items to be shipped to him within five days. He didn't pay for six items in five days and one in ten days. No matter how much you want to white knight FrozenCPU the fact remains that they screwed up the order and the customer did NOT receive what they paid for. That is as plain as day. Take a step back and you can see how, taken as a whole, the only thing FrozenCPU accomplished was to fulfill an order in a subpar and inefficient manner. However, some of you would have the OP believe that he should count his lucky stars that they sent the missing item for free (or at all)? Even if they overnighted the part to him it would have still not have been exactly what he paid for. (Remeber, seven parts in five days) However, it would have showed the customer that they appreciated their business and, most importantly, time.

Does this mean that they are an awful company hellbent on cheating customers? Obviously not. Don't jump on some guy however, because he is calling a spade a spade.
Edited by Solarin - 3/27/12 at 10:21pm
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post #66 of 193
Not every company can afford Corsair like customer service BUT I think it is a cop out to say "we are just a small bussiness".Is this the FrozenCPU that is on the OCN vendor list.Let me go look.FrozenCPU certainly promotes themselves as a very "with it" source of high performance parts.I do not know why they would say they are just a small business,OK compared to GM they are a small business,compared to what I do,they are GM.

EDIT: my mistake,I was thinking of FrozenQ.Was FrozenQ ever on the OCN vendor list?
Edited by PCCstudent - 3/27/12 at 10:27pm
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post #67 of 193
I've bought from Performance-PCs quite a bit over the past 4 years. 3 times they I had an issue with the order when it arrived and 3 times they responded quickly to my emails and fixed the problem.
Small things, last one was a wrong cable. They requested a pic of the cable I got, then sent me the right 1 straight away. All the way to New Zealand.

To me, the measure of a company is its response to customer issue That's why I still buy from PPCs.
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post #68 of 193
Quote:
Originally Posted by kulbida View Post

Looks like you're mad you got shot down.

Mad? headscratch.gif
Shot down? headscratch.gif

Are we starting to get a little delusional here?
post #69 of 193
I think the OP's complaints are completely valid, FrozenCPU should have stepped up and went above and beyond for such a frequent customer. I say that as my own personal opinion, not just as one of Frozen's competitors. Company policies are indeed upheld for a reason, but certain situations warrant that those policies be a little more flexible. I know if the same thing had happened here at Xoxide, we would be more than willing to work something out with you to ensure your complete satisfaction. Speaking of, now that you're down here in Florida with us, why not give us a try next time you need some parts? Since we're in FL too, ground shipping will be very quick and cheap! thumb.gif
post #70 of 193
Quote:
Originally Posted by XoxideCory View Post

I think the OP's complaints are completely valid, FrozenCPU should have stepped up and went above and beyond for such a frequent customer. I say that as my own personal opinion, not just as one of Frozen's competitors. Company policies are indeed upheld for a reason, but certain situations warrant that those policies be a little more flexible. I know if the same thing had happened here at Xoxide, we would be more than willing to work something out with you to ensure your complete satisfaction. Speaking of, now that you're down here in Florida with us, why not give us a try next time you need some parts? Since we're in FL too, ground shipping will be very quick and cheap! thumb.gif

Spoken like a true advertisement.

Let me sum up this thread:

  1. OP buys products.
  2. One product isn't in packaging.
  3. OP contacts FrozenCPU.
  4. FrozenCPU follows their own policies which the OP agreed to.
  5. OP didn't read the policies and is now upset.
  6. OP tries to disguise hatred for a company as "make sure you do your research" - the typical passive-aggressive stance.
  7. People offer their own testimonials proving FrozenCPU's good/bad quality.
  8. Another company comes in to advertise.

Sound about right?
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