OCZ RMA Nightmare.

O

onlytrueromeo

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Feb 25, 2010
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It's been 2 weeks since I rma'd my 1g Vertex, and so far I've heard nothing from the company. Worst RMA process ever.

Call into OCZ you get an answering machine - really?

Can anyone tell me how I can resolve this - or if there are any tips or tricks to getting through to an actual person?
 
Call them out on their forums and you'll get a reply within a few hours.

The Vertex g1 is absolutely horrible, a flawed product by design. Apparently installing a 5 GB game and then having the drive freeze for a few minutes is a "feature".
 
Or if you paid with a credit card, dispute the charge, documenting your attempts to resolve it. visa/mastercard will claw the money back and ocz will either not care (in which case you should not either), or they will finally contact you :)
 
Yeah unfortunately, paid with paypal a year ago :(

Since I've gotten my Amex card though, it's been wonderful - got 2 fraudulent gas charges on there and they not only caught it for me - they caught it BEFORE it even showed up on my billing. Pretty awesome customer service there.

So far the OCZ RMA has just been the worst CS experience I've had. Took almost a full week to get an RMA number as well. Samsung / Asus / MSI / Seagate are the only other companies I've had to have to deal with in regards to DOA/RMA and they were fantastic. 1-3 Day turnaround. OCZ has dropped the ball.
 
My experience returning a dead Vertex 30GB:

3/2 - filled out online RMA form
3/4 - got an email requesting more info (name of reseller, OCZ part#, mailing address, preferred RMA facility, serial#, system config). incredibly inefficient since they could've asked for this information on the initial web form.
3/8 - got an email from Bryan at OCZ with an RMA #
3/23 - received new Vertex 30GB in shrinkwrapped box, exactly three weeks since submitting the initial RMA request.
 
odditory said:
My experience returning a dead Vertex 30GB:

3/2 - filled out online RMA form
3/4 - got an email requesting more info (name of reseller, OCZ part#, mailing address, preferred RMA facility, serial#, system config). incredibly inefficient since they could've asked for this information on the initial web form.
3/8 - got an email from Bryan at OCZ with an RMA #
3/23 - received new Vertex 30GB in shrinkwrapped box, exactly three weeks since submitting the initial RMA request.
Click to expand...

I had one of my 128GB Vertex 1's get bricked by one of the troublesome. Took about two weeks total but their RMA facility is a few minutes down the road. Kind of like Hitachi's process where it is more of a black box than the Seagate/ Western Digital process.
 
I've had to RMA 3 drives from OCZ over the last 18 months.

On-line RMA request is perfect. RMA number within a couple days each time. Two of the three had a replacement drive in my hands within two weeks (in one case, before UPS confirmed my return had arrived at their facility).

The third one had a delay, but they pro-actively notified me of a supply shortage and the drive arrived exactly the same date that they estimated (about a 3 week delay).

I've RMAd spinny drives with Seagate, WD and Hitachi too. As far as I can tell their processes and responsiveness are comparable.

Suggestion: stick with E-mail and/or their on-line RMA systems. Calling any of them on the phone just screws things up.
 
My experience with RMA'ing a drive from newegg

3/15/2011 - Drive was DOA, called, described problem, emailed pictures (non-shipping damage), gave CC
3/16/2011 - New drive arrived (overnighted by newegg for free). Used box and call tag to ship back old one. Back in business.


IMO that's how it should work.
 
May I *highly* suggest doing a cross ship if you RMA with OCZ. Yeah it sucks to have a $200+ charge on your card but it expedites things.
 
Yeah goto the forums. It's probably just a mess up somewhere, they've been good to me in the past, got a brand new drive back in a week.

If you don't feel like waiting just buy a new drive whichever one you want, then sell the one that comes back. ;)
 
ChrisBenn said:
My experience with RMA'ing a drive from newegg

3/15/2011 - Drive was DOA, called, described problem, emailed pictures (non-shipping damage), gave CC
3/16/2011 - New drive arrived (overnighted by newegg for free). Used box and call tag to ship back old one. Back in business.


IMO that's how it should work.
Click to expand...

RMA for new items doa from a distributor vs warranty issues from a manufacturer is apples vs oranges. Name me the manufacturer that provides that level of service on warranty returns without a service contract. You can't - they do not exist.
 
PigLover said:
RMA for new items doa from a distributor vs warranty issues from a manufacturer is apples vs oranges. Name me the manufacturer that provides that level of service on warranty returns without a service contract. You can't - they do not exist.
Click to expand...

Apple under their initial 1 year warranty will.
 
PigLover said:
RMA for new items doa from a distributor vs warranty issues from a manufacturer is apples vs oranges. Name me the manufacturer that provides that level of service on warranty returns without a service contract. You can't - they do not exist.
Click to expand...

I RMA'd an EVGA 680sli mobo (obviously awhile ago). CC for cross ship, only difference was it was 3 day shipping, not overnight. (RMA was even due to flashing a bad bios, completely my fault).

I think cross-ship with a CC is actually fairly common & I think totally reasonable. It's not like there is a big risk - if the person doesn't ship back you've just got a new sale & you didn't have to warranty a previously DOA item. If they do ship back you've just delivered a no risk improved customer service. Sounds like win/win.
 
ChrisBenn said:
I RMA'd an EVGA 680sli mobo (obviously awhile ago). CC for cross ship, only difference was it was 3 day shipping, not overnight. (RMA was even due to flashing a bad bios, completely my fault).

I think cross-ship with a CC is actually fairly common & I think totally reasonable. It's not like there is a big risk - if the person doesn't ship back you've just got a new sale & you didn't have to warranty a previously DOA item. If they do ship back you've just delivered a no risk improved customer service. Sounds like win/win.
Click to expand...

OCZ will cross ship on a credit card too. But its really unreasonable for the OP to call their RMA procedure a 'nightmare' when they are pretty much matching every other disk manufacturer'sresponse times and he didn't request cross-ship.
 
My impression was that the nightmare was referring to the long time without any feedback (including an RMA number) or any response from them.
 
PigLover said:
Apple requires a credit card to guarantee the cross ship...your still comparing apples and oranges (no pun).
Click to expand...

I'm trying to understand your point here. The whole concept of cross shipping is based on wanting to speed the process up by providing a guarantee of the return (either by product or payment).

That said - about 10 days after I bought my MBP in '08 I called Apple and explained to them that the LCD was dead (DVI out still worked). I gave them my contact info and serial number on the laptop. The next day I had an identical replacement laptop along with a label to ship the old one back.

The original MBP was purchased via Amazon, btw.
 
danswartz said:
My impression was that the nightmare was referring to the long time without any feedback (including an RMA number) or any response from them.
Click to expand...

Yup. With no evidence that he used their RMA system that others agree works well. When you don't use the support systems provided you shouldn't be surprised if it doesn't work.
 
In response to above comments, yes I was most frustrated by the time it took for response and the poorly laid out customer service. Had to fill out a form, wait 3-4days for a response, then give them more information (which should have been on the initial RMA support ticket form) wait another 3-4 days for an RMA number, mail in the drive and then not get response from anyone at OCZ.

I got a response from the forums almost immediately after I posted there - which was awesome. I was very stoked. After I gave me RMA# the guy told me in a PM that I would be hearing from him in a couple hours. Its been about 14hrs since then, and still nothing.

And no, I don't expect DOA service like I would from newegg, but an RMA should not take 3 weeks to complete IMO. 1 Week just to receive an RMA number? Is it really that hard?

EDIT:

I speak too soon - I got a message back as I typed this.

Getting a drive upgrade since they dont have mine in stock possibly since I was frustrated with lack of communication.

Thanks for the help guys. Also thank you OCZ for finally getting back to me!! Hopefully I will get the drive soon.
 
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PigLover said:
Yup. With no evidence that he used their RMA system that others agree works well. When you don't use the support systems provided you shouldn't be surprised if it doesn't work.
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I've talked to many companies over the phone and have gotten an RMA number within the hour, regardless of the hardware purchased.

Online services are great, but if one decides to use the phone service, it shouldn't take weeks to get an RMA.

OCZ is a garbage company, period.

I've seen over 9 of these "OCZ product does not work" threads in the last 2 days. That says something.

This is no longer opinion, it is fact, and with every new thread that pops up just proves that point more and more.

It's really unfortunate that a company like BFGTech had to go under, they were a great example of how a company should handle RMA requests, regardless of whether it is online or phone support.

OP, I'm glad it worked out for you, but this should be a warning against future OCZ products. ;)
 
Red Falcon said:
I've talked to many companies over the phone and have gotten an RMA number within the hour, regardless of the hardware purchased.

Online services are great, but if one decides to use the phone service, it shouldn't take weeks to get an RMA.

OCZ is a garbage company, period.

I've seen over 9 of these "OCZ product does not work" threads in the last 2 days. That says something.

This is no longer opinion, it is fact, and with every new thread that pops up just proves that point more and more.

It's really unfortunate that a company like BFGTech had to go under, they were a great example of how a company should handle RMA requests, regardless of whether it is online or phone support.

OP, I'm glad it worked out for you, but this should be a warning against future OCZ products. ;)
Click to expand...

No doubt, it is very frustrating and is definitely making me consider intel or crucial for future ssd purchases. The sad thing is that I have recommended 3 friends to purchase OCZ drives and after this debacle I hope they don't have the problems I went through.

I have also noticed the OCZ comments as of late...
 
From my experience, emails directed to the website tend to take a few days to get answers. Personal messages in the forums to support members are answered very fast and it seems most of the time they provide good support.

I still think OCZ did not handle the 64GB NAND die issue properly by denying the problem at the beginning. They modified significantly the Vertex 2 without changing the SKU. For that : screw them. I own 3 OCZ SSD. I wasted way to much time following this issue in the OCZ forums and getting the drive replaced by OCZ with a drive that does not completely satisfy me as it is not a 34 nm SSD. I will think twice before buy another OCZ product.
 
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