RMA of my Hiper Type R PSU

[Daniel.Phillips]

This was an email I sent to you on the 25th of February and again a few days later. I would like a response please and my requests of a replacement PSU or a full refund including postage costs by the end of this week still stand.

Returns Number RR2118964.

Dear Sir/Madam,

I sent my PSU back to you on the 8th of January and you marked it as received on the 12th of January. The item was confirmed as faulty on the 18th of January. It has now been past the allotted 28 days you quoted me in an earlier email and I have had no contact from you.

I am extremely disappointed in the levels of customer service you have provided. The PSU was less than a year old and was faulty, a fact which you confirmed. When I spoke to you you refused to give me a refund stating that it would be returned to the manufacturer for repair or replacement. I have now had no PC for over a month and have been relying on using friends and college computers which has made it difficult to complete coursework for my A level course at college.

Can you please ensure I receive either a replacement PSU or a full refund including postage by the end of this week (2nd March).

Daniel Phillips

[Nox]

You're not going to get a speedy response posting here out of working hours :( If i were you, i'd phone customer services tomorrow at 9am and see what they say - they will be able to find out why/when it was delayed and go from there.

What model PSU is it?

Nox

[Daniel.Phillips]

You're not going to get a speedy response posting here out of working hours :( If i were you, i'd phone customer services tomorrow at 9am and see what they say - they will be able to find out why/when it was delayed and go from there.

What model PSU is it?

Nox

I cant im at college.

Hiper Type R 580w PSU - Black

[Danno]

who were you emailing?

i have had a look through the last few weeks aftersales emails and i am unable to find any form you. did you send the emails through the website? if you did do you have the email ticket numbers?

[Daniel.Phillips]

who were you emailing?

i have had a look through the last few weeks aftersales emails and i am unable to find any form you. did you send the emails through the website? if you did do you have the email ticket numbers?

I replied to the emails sent to me with the RMA/email ticket numbers in the Subject.

I've just emailed my Dad to forward me the emails I sent to you. I can't get them myself as I'm at college.

EDIT: Apparently someone called Simon has phoned to say a replacement will arrive on Monday.

Thanks for the call, I just wish I could have received it without having to post on forums, send multiple emails and wait for nearly amonth to get a replacement.

[Danno]

i have had a look through the last months aftersales emails and i am unable to find any of the emails you have sent in.

the notes on the order say your details have been passed to customer services and someone should contact you later on today.

[Daniel.Phillips]

i have had a look through the last months aftersales emails and i am unable to find any of the emails you have sent in.

the notes on the order say your details have been passed to customer services and someone should contact you later on today.

If you want i'll screenshot the emails I sent ?

[Danno]

can you let me know the email address that you were sending them to.

cheers

[Daniel.Phillips]

can you let me know the email address that you were sending them to.

cheers

I hit reply and it gave me this:

-----Original Message-----
From: Daniel Phillips []
Sent: 25 February 2007 21:37
To: 'Customer Services'
Subject: RE: CS - Request for Help. Returns Number RR2118964.



Dear Sir/Madam,



I sent my PSU back to you on the 8th of January and you marked it as received on the 12th of January. The item was confirmed as faulty on the 18th of January. It has now been past the allotted 28 days you quoted me in an earlier email and I have had no contact from you.



I am not extremely disappointed in the levels of customer service you have provided. The PSU was less than a year old and was faulty, a fact which you confirmed. When I spoke to you you refused to give me a refund stating that it would be returned to the manufacturer for repair or replacement. I have now had no PC for over a month and have been relying on using friends and college computers which has made it difficult to complete coursework for my A level course at college.



Can you please ensure I receive either a replacement PSU or a full refund including postage by the end of this week (2nd March).



Daniel Phillips



-----Original Message-----
From: Customer Services [mailto:Customer.Service@NOVATECH.CO.UK]
Sent: 18 January 2007 12:26
To: Daniel Phillips
Subject: RE: CS - Request for Help. Returns Number RR2118964.



Hello



The returned power supply was tested faulty this morning, it has been sent back to the manufacturer for repair or replacement. We have to quote that this can take anywhere up to 28 days. When we receive the repaired unit or replacement the returns department will contact you to let you know when it will be dispatched or ready for collection.



After 28 days from purchase goods are covered by a return to base warranty so it is down to the customer to return goods.



Regards



Dan



__________________________________



Please can any replies contain the order number and the original email. If they do not this may increase the reply time.

__________________________________

Please visit our new Technical Forum

and take a few minutes to register.

http://forum.novatech.co.uk/

__________________________________
AFTERSALES SUPPORT
mailto: customer.services@novatech.co.uk
phone: 0870 112 0612
fax: 02392 322722
************************************************** ***********
This communication is confidential to Novatech Direct Ltd and is intended for use only by the addressee. This communication cannot be reprinted or released to third parties without the strict permission of the author.

Errors and omissions may occur in the contents of this e-mail arising out of or in connection with, for example, data transmission, network malfunction or failure, machine or software error or malfunction, or operator error. The sender accepts no responsibility for any such errors or omissions and/or use or misuse thereof and/or any act done or omitted to be done in connection with the same. You are advised to confirm the accuracy of the contents of this e-mail before relying on it for any purpose.

__________________________________


--------------------------------------------------------------------------------

From: Daniel Phillips []
Sent: 17 January 2007 18:12
To: 'Customer Services'
Subject: RE: CS - Request for Help. Returns Number RR2118964.



I sent the item back on Friday morning, can you inform me when it arrives and how the testing etc is getting on please.



Also will you refund my postage costs, I have a receipt showing proof of postage.



Thanks.



-----Original Message-----
From: Customer Services [mailto:Customer.Service@NOVATECH.CO.UK]
Sent: 12 January 2007 09:52
To:
Subject: RE: CS - Request for Help.



Hello

I am sorry that you are having problems with the power supply. I have generated a returns number, it is

RR2118964.

When returning the power supply please can you make sure it is 100% complete so that we can test it in our returns department. Also please can you include a daytime contact number (mobile if you have one) and the return address. Once it has been tested the returns department will send it back to the manufacturer for repair or replacement. We have to quote that this can take anywhere up to 28 days. When we receive the goods back from the manufacturer returns will contact you to arrange dispatch back or collection from our returns shop.

If you have any questions please reply to this e-mail, please can you make sure any replies contain the order number or the returns number.

Before returning the product please can you read our returns guidelines.

http://forum.novatech.co.uk/files/Retur ... rm2006.htm (http://forum.novatech.co.uk/files/ReturningaNovatechProductform2006.htm)

regards

Dan

__________________________________
Please can any replies contain the order number and the original email. If they do not this may increase the reply time.

__________________________________
Please visit our new Technical Forum
and take a few minutes to register.
http://forum.novatech.co.uk/
__________________________________
AFTERSALES SUPPORT
mailto: customer.services@novatech.co.uk
phone: 0870 112 0612
fax: 02392 322722
************************************************** ***********
This communication is confidential to Novatech Direct Ltd and is intended for use only by the addressee. This communication cannot be reprinted or released to third parties without the strict permission of the author.

Errors and omissions may occur in the contents of this e-mail arising out of or in connection with, for example, data transmission, network malfunction or failure, machine or software error or malfunction, or operator error. The sender accepts no responsibility for any such errors or omissions and/or use or misuse thereof and/or any act done or omitted to be done in connection with the same. You are advised to confirm the accuracy of the contents of this e-mail before relying on it for any purpose.

__________________________________



-----Original Message-----
From: Novatech [mailto:mailserver@novatech.co.uk]
Sent: 10 January 2007 19:40
To: customer.service@novatech.co.uk
Subject: CS - Request for Help.

TICKET REFERENCE: 1066841

Contact Name : Daniel Phillips
Telephone No :
Account Email :
Work Email : Yesterday I plugged in my PSU and heard a loud bang and smok
Customer No. : 44261682
Order Number : 3800201
PostCode :
Problem : Request a return

Additional Info : I have a problem with my Hiper PSU I bought from you in April. I have tried to login to my account, which happens succesfully, however when I go through the return procedure it says that my Login Details are invalid and proceeds to log me out half way through entering my details.

The problem is as follows:

Yesterday I plugged in my PSU and heard a loud bang and smoke came out of it. I don't want to test it incase I cause further damage but I assume it's now faulty and would like a replacement.

[Daniel.Phillips]

*** Moved topic ***

Arrived home just now expecting my replacement PSU to be waiting for me as the chap called Simon stated on Saturday but it isn't.

I can't contact you by phone as this is the earliest I arrive home.

When can I expect my replacement PSU ?

*** Moved topic ***

[Daniel.Phillips]

PSU finally arrived yesterday. Glad to see you posted it via Parcelforce 24 ;)