PDA

View Full Version : Ultraproducts.com RMA Process = HORRID POLICY WORST EVER


No Tact
04-18-05, 11:37 AM
I bought the 500 Watt Ultra Xconnect from Zipzoomfly.com on 02-19-05.

It ran fine for 60 days. It died yesterday, out of the blue, while I played CS:S.

I tried a few things and the PC would not power on regardless. I had another PSU I had bought for another system and I put it in and was up and running in a few minutes.

Zipzoomfly has a 30 day return policy. So returning it there was not an option. I can read thier website policies and accepted that.

I looked at Ultras website and emailed Customer Service, who have no weekend hours, and asked for an RMA.

I got an email this morning from thier Customer Service department telling me to call an 888 number. I call and speak to a customer service representative (edited to not piss off the CS out there). He explans that since I did not buy my PSU directly from Ultra Products website ( http://www.ultraproducts.com/) then I will have to first pay for a powersupply to be shipped to me from Tiger Direct using my credit card, then they will email me an RMA # within 3 days (?), the new PSU will be shipped out within the week and I will then be refunded by Tiger Direct for the new PSU after they have received the dead PSU unit I will return. This is thier stated RMA policy! They then asked for the last four digits of my social security number!

I then asked if like all big industry manufacturers they would allow me to send the dead PSU back, at my expense, and they would be able to ionspect it and then provide a replacement to me. He said NO that is not our policy, he did not make the policy and I had to do it the Tier Direct way or no way at all. Very rigid.

This has got to be the shadiest, most ridiculous and disturbing form of RMA I have ever heard of. At that point I would give this company a 0 for thier effort at customer service and a 0 for caring about the customer. I would give the customer service agent I spoke to a 0 for intelligence and sincerity. His computer crashed while we spoke, he could not type fast, he sputtered when I objected to this policy. I am utterly and deeply disgusted by this experience and shall do my best to spread the word about this horrid customer service and policy. I have had to obtain many RMA's from many comanies, Antec, Soyo, DFI, Gainward, on and on. I HAVE NEVER EVEN HEARD OF ANY COMPANY THAT TREATS ITS CUSTOMERS IN SUCH A SHABBY WAY!


Update: 24 hours later.. I found my way to the Ultra Foums - http://ultraproducts.com/forum/ where I was helped by "Mr. Clean" ie: George in an efficient manner.

He said that the policy I have stated above is the rule but the customer is right and should the need arise a rule can be broken. He offered to ship the new PSU out, cancel the charge to my credit card, which had occured ~:| and then sent the tracking info for the PSU that was in transit. While this is all very nice there are issues with the process I think that will continue to come up in the future.

Why did I not receive this tracking info when the package was shipped yesterday? Why was I still waiting on an RMA number? Though George was very helpful and I have some good news I am still weary of the process and feel it could be a lot better.

So if you have RMA issues contact the forums or call direct - George - 888-333-8900

The link to the forums is not in the top bar of the Ultra site is at the bottom of the side nav as of this date. No wonder I couldn't find it as I was not scrolling the side bar shopping for products I was looking for customer service.[B]

I know "Some people you can never please". I am very pleased but still uneasy about the process I personally experienced. Maybe others will have better luck and this experience may even help the process.

JoKeRr
04-18-05, 12:10 PM
many ppl warned of their PSU blow up--> NO KIDDIN where were u??

bkswaney
04-18-05, 01:57 PM
Sorry to hear this.

I've been running the 500watt
for almost 6 months with 0 problems.
It's one of the best I've ever used.

Man I hope mine does not die.

ENU291
04-18-05, 02:39 PM
Now that is some distrubing RMA practices. Sounds like Ultra Products is some fish and chips company being fronted my TigerDirect. I know of a few people who ordered products from TigerDirect with no incidents so I suggest you call them up and see if the Ultra Products customer service rep accurately described the RMA process to you. The only way I see them charging you a fee is if you want them to cross ship a replacement to you. Once they recieve the RMA you should be refunded your money.

saturnotaku
04-18-05, 03:32 PM
NOnce they recieve the RMA you should be refunded your money.

He shouldn't even need a refund. Proper cross-shipment RMAs are what Western Digital does. You fill out a form with your credit card number. They in-turn send you the replacement product. You then have 30 days to return the defective one or else your card will be charged. I don't understand why all companies don't have an RMA procedure this simple.

ENU291
04-18-05, 04:04 PM
He shouldn't even need a refund. Proper cross-shipment RMAs are what Western Digital does. You fill out a form with your credit card number. They in-turn send you the replacement product. You then have 30 days to return the defective one or else your card will be charged. I don't understand why all companies don't have an RMA procedure this simple.

You are correct. I have gone through the WD RMA process myself and it was seemless. They take your CC info just in case you do not send them back the defective product after 30 days. This whole business with TigerDirect and Ultra Products should definitely be forwarded to MaximumPC so they can investigate it further.

saturnotaku
04-18-05, 04:08 PM
This whole business with TigerDirect and Ultra Products should definitely be forwarded to MaximumPC so they can investigate it further.

That's a great idea. The way they want to do this, especially asking for part of your social security number just raises all kinds of red flags.

GlowStick
04-18-05, 04:45 PM
Yep, i tried to warn everyone.

Horrible PSU's, horrible company.

Marcos
04-19-05, 09:03 AM
Only problem with my ultra x-connect is that its loud as **** and the cables are crappy. other then that nothing yet. I've had it for a while now too. leave it on like 24/7

And yes Ultra products swings from Tiger Directs nuts. Its the only place you can get ALL their ****.

No Tact
04-19-05, 04:12 PM
OP Updated.

$n][pErMan
04-19-05, 04:53 PM
My god.... id just close my company for good if I ever treated a customer like that :eek: Good customer service pays big time. I sell all laptops and gaming machines / custom computers (a few parts if someone asks) and sometimes I can't be the cheapest.... but I treat my customers great and have a very regular base of people now :)

Roadhog
04-19-05, 05:21 PM
Sorry to hear this.

I've been running the 500watt
for almost 6 months with 0 problems.
It's one of the best I've ever used.

Man I hope mine does not die.
mine is still going strong also.

Roliath
04-19-05, 10:07 PM
Sorry to hear this.

I've been running the 500watt
for almost 6 months with 0 problems.
It's one of the best I've ever used.

Man I hope mine does not die.
I hear ya! 6 months going strong! But I'm not taking a chance with my new rig, so I am about to order a new psu.

ENU291
04-20-05, 07:47 AM
I hear ya! 6 months going strong! But I'm not taking a chance with my new rig, so I am about to order a new psu.

That's a good idea. There are certain parts in a PC you can sometimes cheap out on but a PC's PSU should always be of the highest quality. Companies like PC Power and Cooling, Antec, Fortron and Enermax are just a few of the top PSU manufacturers out there today.

Serrasalmus
04-20-05, 09:29 AM
i was going to get one till i read the max pc article on the ps roundup and they blew theres up so i ended up getting a neo power and from the sounds of it im glad i didnt get one im sry that your havin trouble that really sucks.....

Marcos
04-22-05, 11:35 AM
i was going to get one till i read the max pc article on the ps roundup and they blew theres up so i ended up getting a neo power and from the sounds of it im glad i didnt get one im sry that your havin trouble that really sucks.....

...and to think I got it because they gave it a rave review the first time they had it.... stupid vede....