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WatercoolingUK is the worst online retailer I've ever used.

post #1 of 7
Thread Starter 
Seriously.

I ordered a Phobya 1080 Rad bundle from there (The rad, fans, fan mounting bracket and stand) because I thought it was a bloody good deal. When I got the rad, I noticed that about an inch or two of the fins were really very loose and I didn't feel comfortable using it in case it leaked.

So I sent them an email (After looking for a phone number which they don't have) asking if I could send just the rad back and get a replacement. I got a reply back saying that it would be fine and so I sent the rad back thinking it would take a week or two maximum.

It's been closer to two months since I first placed the order with no rad, no refund, no nothing and needless to say... I'm quite annoyed.

All I wanted was a replacement rad so that I could get my watercooling rig up and running! I have since made 3 orders with SpecialTech all of which have arrived before WCUK issue a replacement. I bought an EK 690 waterblock from SpecialTech, opened it up and it didn't have any mounting screws. The box was sealed so not blaming SpecialTech for anything. So I phoned them up and their guys phoned EK on my behalf and got them to send me new screws ...and even they have arrived!

In Summary:

-faulty radiator
-poor customer service
-no contact number
-no replacement
-no refund
-been over a month

...and I'm still waiting. Stay well away from WCUK as there are far better companies that you can go to. It may cost a little bit more but at least you'll get your goods, they'll be working and you won't have to put up with the same amount of BS.
post #2 of 7
I am sorry to hear of your experience, and I can easily join your opinion of WCUK. They are by far the worst water cooling reseller I have ever used. As you say, they have no means of contact since they do not answer mails. The only reason why I got hold of them was by finding a mail for their sales director (or something) here on OCN, which some other unfortunate members had acquired. I experienced that they spent a large amount of time shipping fairly simple items, which they claimed were in stock, which was far from the truth. When I finally got contact they blaimed the postal service, but when I receiced the parcel, it was sent much later than they claimed. As expected, they were to blame, and not the postal service.

Ps. Sorry for any mistakes in spelling and such, since I am typing this on my phone..
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post #3 of 7
I bought a load of bits from them using ebay, one thing I ordered was a Koolance D5 with top etc, I got the parts 15 days later.. the pump and top ended up being just the top and no pump, it took another 3 days to get me a pump out.

But on the other had they knocked a few quid off the postage on my order, and I got a gay 10% discount code for future purchases - yeah right!!
    
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post #4 of 7
For what it's worth he posted it on Toms Hardware as well, where a member happened to know someone at WatercoolingUK that responded with this:
Quote:
Received a reply from Rob this afternoon (I work nights so can't check till I'm awake)

Reply is as follows:

Hi Moto,
Just sent an email to **Name deleted by Moto** about his RMA.. For some reason Lee our returns manager didnt keep him up to date with the progress of his RMA as this had to be sent back to Germany for replacement.. An overview of this issue is below FYI.
RMA was raised on 30.08.12
RMA received on 14.08.12

When Lee received **Name deleted** email to say he would like a replacement on 15.09.12 there's notes on my system from 17.09.12 here that our warehouse stock (4pcs) were faulty as well.. Same issue he had. We check all RMA replacements before they go out so the customer doesn't experience further problems.. What he has done next is Raise an RMA with Phobya in Germany and ship all the 4pcs stock and 1pc RMA back to them for assessment which they received on 21.09.12.

We received our latest Phobya order in yesterday and the 5 Radiators had been replaced for us... His RMA was replaced at around 3pm yesterday and this is why it has taken us this length of time to process this return.
----
Hopefully when this is resolved, I will ask him to update the forum post but if not, I would appreciate it if you could update it with the above details.. It doesn't look good if there's no plausible resolution for these issues.
Thanks once again for contacting us.. We owe you two now!
Kind Regards

Rob

WCUK Online
http://www.watercoolinguk.co.uk

Message end.
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post #5 of 7
Thread Starter 
I have received an email from WCUK, yesterday actually, explaining the situation. Apparently they had a faulty batch of those radiators and needed to send the back to Phobya in Germany. Now, I have no way of knowing if this is true or not so we'll give them the benefit of the doubt here...

Would it not have been easier just to keep me informed? Explain the situation and give a rough estimate as to when the issue might be resolved... Yes. Instead I was left in the dark, had no clue what was going on and that's the main reason I'm annoyed.

Also, the RMA dates are wrong -

" RMA was raised on 30.08.12
RMA received on 14.08.12"

So I raised the RMA on the 30th and traveled back in time to the 14th with Michael J Fox and my Delorean? tongue.gif

When the radiator comes, I'll make sure it's alright and then update both forum posts.
post #6 of 7
It's strange how it goes, I purchase from WaterCoolingUK and Specialtech and found them both ok. In autumn 2011 WaterCoolingUK answered a couple of pre-purchase emails promptly with some good advice. Once ordered all the equipment arrived on time in good order (I also got the 10% sticker). Specialtech was slightly more price competitive so I ordered some stuff from them as well and the GTX580 water block was not delivered as it was "out of stock". The site had shown it as in stock when I placed order. It took them three weeks to get it to me which delayed my whole project. Their comms were reasonable though.

The conclusion I have come to is these companies are niche market and probably struggle with resource when things go wrong and to keep themselves in business the priority is selling and customer service (in particular communication) no doubt fluctuates depending on other demands. It's just the way it is.

The companies I have been most impressed with are QuietPC who dealt with a Zalman case issue really well and sent me a part FOC at a later date and Scan.co.uk are not bad either although their automated RMA has to run it course.
    
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post #7 of 7
In the end it helps to keep in mind like EasterEEL said these are niche companies and the products they stock are for a small amount of customers. So they need to be careful with how much they order so as not to end up with excess unsellable inventory. It does mean sometimes we wait longer, but it's the only way they can stay above water.
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