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New OcUK MD vows to address past service issues
Author: Tim SmalleyPublished: 8th October 2007
This morning, Overclockers UK appointed Rupert Lowery as the new Managing Director, with owner Mark Proudfoot moving over to become Chairman of the business.
The owner and former Managing Director, Mark Proudfoot, has also announced his repositioning as Chairman of the business.
Lowery was formerly Chief Executive of The Hut and has had multiple roles at large corporations within the retail, banking and technology industries, including Sainsbury’s, Lloyds TSB, Halifax and Caudwell Communications.
In the press release, Proudfoot said that he’s delighted with the move and is confident that the “combined drive and ambition will develop our business to deliver our customer’s needs. Rupert’s innovation, coupled with his understanding of the customer experience and my knowledge of the industry, will see renewed focus on products and service delivery for Overclockers UK customers.”
His main focus will be on further developing supplier relationships, while also acting as Lowery’s mentor in the short term.
Lowery also outlined his role within the restructured Overclockers UK and plans to “expand the existing groups of products, develop new and complimentary groups of products and services, and, optimise our service levels for our growing and loyal customer base.”
However, one of the things about Overclockers UK that many bit-tech readers have criticised in the past was the company’s after-sales support, which many have said has been below par. When we asked Lowery how he plans to address this, he came back to us with what appears to be a statement of intent. “Yes, service is a key focus,” he said.
“There are a number of facets to achieve optimum of service – at the end of the day our customers want to be able to purchase a product with confidence that if it fails we will handle their issue professionally and rapidly. Over the coming weeks/months I will be reviewing each component that goes to achieve this and taking actions where necessary. I have to say the OcUK team are committed to excellence all round and see service as a key differentiator – we have already had one major supplier in this morning asking them to improve their returns performance.”
I’m sure many will be glad to hear that past issues look likely to be addressed. Certainly, after working in customer services during a part-time job whilst I was at university, the level of customer satisfaction is one of the key elements to holding onto customers in the long term.
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Comments (26)Stats: 0.054 seconds
Tescos? Asda?..... Aldi?
Luckily I haven't had to return anything from overclockers. I think I got my current graphics card and maybe a hard drive. They still work and were delivered in a timely fashion so I've have no complaints. But I do hear all the time about the shoddy aftersales... it does make me think twice and usually go with scan or somewhere if the price is the same.
So, he took a trip up to their office, and suddenly they were very willing to settle the matter there and then.
Anyway, does this mean the infamous "Spie" has gone? I never once heard anything good about that bloke, there are rumors that he's a racist etc going round and all in all a pretty nasty bloke.
Edit: Bugger, he's now the chairman.
Cowboys, plain and simple.
Only critisism would be the lack of cheaper postage options (a la eBuyer), but they've been nothing but excellent to me.
Crap upside-down is still crap, whichever way you want to look at it ;)
Throw in overpriced hardware and delivery prices (which I use to be willing to pay for) and you start looking for competitors who can do better. They do have the advantage of having most of the top-of-the-range hardware instock but until they sort out their services, I definitely won't be looking to them again.
You should have gone to www.saynoto0870.com
I haven't used overclockers in years, but never had a problem. I may have to use them in the future though as they sell stuff that you can't buy elsewhere (mainly fans and heatsinks). But generally I avoid them because of what others have said and the fact that most items can be found cheaper elsewhere.
You will always hear more people complaining about a company than praising them. I'm sure the vast majority of customers have never had a problem.
AHHHHAHAHAHAHAHAHA!
and I'm done.
(sounds like a carebear)
Definitely done now.
Anyhoo, aside from funny names: I hope he kicks their phone people's arses and tells them not to be so damn rude! I'm the customer damnit! You have to listen to me before telling me I'm wrong! And in that case, be damn sure I'm not right first!
(OT but thanks to Dave over at Dell for getting the monitor sorted quicky, but no thanks to Dell's main call centre)
I have now taken it on myself to steer all away from purchasing unless it is something which really can't be found elsewhere (they do seem to have some quite difficult to find stock). IIRC, as mentioned above, Mr Proudfoot seemed to be the worst of the bunch and with that character still as Chairman I can't see how they will change. Who actually owns the company?
And if i'm honest i have experienced far more problems with Scan (Scam still in my eyes), these days they cannot even seem to be able to arrange next day delivery because it takes them a day to sort themselves out. The only problem with Scan is that they have positioned themselves so well in the market that it is difficult to get around using them, their prices and stock options are very competitive.
If this new guy wants to turn things around, there is only one course of action.
Looks like one too imo....love the flight attendant orange tan. lol
http://www.zen19691.zen.co.uk/spie.jpg
Once again, I'm in the process of ANOTHER rma for the Geil ram I ordered from them. I can't stand the company anymore to be honest, for anything new, I go elsewhere. Without a doubt.
Even poking with a stick is getting too close to the shoddy attitude they have
If that wasn't a rhetorical question, proudfoot is the sole share-holder
From what people are saying, it'll be quicker and easier to build a machine 'in' PCWorld. Just pop the boxes and build on the floor, at least you'll know instantly if the hardware is broken.
eBuyer are still the worst IMHO, I actually had the threaten them with court action over a refund before anything happend.
Cold day in hell before he sees any of my cash.
The change has probably come because they aren't making enough money, hopefully they've learnt their lesson after screwing soo many people about over the years.
Good luck... NOT!
Edit:\ I think everyone would appreciate if you passed on our comments Tim ;)
NOES STOP STEALING MAH COMMENTZ!