Rant about NCIX service at aberdeen

[mr_chin]

Originally Posted by ImpactZ

If a customer purchases a product which happens to be faulty, it should not be the customer who has to go through their ridiculous RMA process. Instead, they should just replace it with a working one, and have themselves deal with the faulty product. THATS customer service. NCIX fail.

The product is over the 30 day retailer warranty, that is why it has to go through RMA process.

One thing I don't understand is, why go to NCIX to do the RMA? Usually when I RMA my shit, I just go to the website or call the manufacturer and process RMA and ship it myself. I don't see the necessity of a middle person doing it.

Regarding customer service, I've never had more than one. When I meet one, I never go back to that one again, which in OP's case, should have dealt with someone else at the store.

[Bonka]

I've dealt with NCIX at Broadway, Metrotown, Aberdeen and Capstan for in person purchases, online orders, exchanges, refunds and RMAs and I've yet to have one bad experience notwithstanding the slow ticket queue system at the Metrotown location. Haven't had issues with PM either.

ME does have noticeably better service (above what is required) but until they can match the inventory selection of NCIX it's hard to rule them out.

Man, you're spoiled if you think that is bad service. Try going to Atic.

[jakers]

Originally Posted by Bonka

I've dealt with NCIX at Broadway, Metrotown, Aberdeen and Capstan for in person purchases, online orders, exchanges, refunds and RMAs and I've yet to have one bad experience notwithstanding the slow ticket queue system at the Metrotown location. Haven't had issues with PM either.

ME does have noticeably better service (above what is required) but until they can match the inventory selection of NCIX it's hard to rule them out.

Man, you're spoiled if you think that is bad service. Try going to Atic.

What makes someone spoiled by choosing a company to do business with?

[quasi]

Originally Posted by ImpactZ

NEVER go to NCIX. I've learned the hard way as well.

Horrible customer service especially with faulty products. I was in a similiar situation as OP

-Graphic card was faulty
-Tech held the card saying it was going through RMA but to find out he never actually send it off, but held it at the store because he believed i cause the problem
-Told me to contact supplier myself if i want to do something about it.

I have boycotted NCIX since.

I had the complete opposite experience. I bought a new computer and I may or may not have had a surge protector and fried my motherboard, graphics card and processor within less then a week of purchase. It was around Christmas so it took about 2 weeks but they fixed everything under warranty and were great to deal with. I would and have gone back plenty of times and will continue to do so, I wouldn't go anywhere else.

I shop at the Langley Store.

[Stormspirit]

A-power > Memoryexpress > NCIX.

[aalex]

ncix is own by Chinese (Chinese don't usually offer warranty of good customer service, (btw I m from hk))
they usually get rid of their employee that worked for few years
so they can hire new staff for less wage (I used work at their warehouse and got fired for no reason)

[winson604]

Only had 1 experience with NCIX. Ordered a SD card for a camera to be picked up in store, it arrived, took almost 45mins of lining up to get it lol. It wasn't even boxing day or anything. It was just a random weekend afternoon when I went. Never went back ever again.

[bcrdukes]

Originally Posted by Bonka

Man, you're spoiled if you think that is bad service. Try going to Atic.

How ATIC is still in business is beyond me.

Their website - so hipster. ATIC Computers

[godwin]

Simple, ATIC owns the buildings around them. Old school CBCs. It is just a "hobby" for them at this point. NCIX was smart to build their own inventory system basically the whole stack from suppliers to stores.. that's why they are able to scale so well. Great business comparison case for MBA types.

I have a feeling the OP had problems with an individual rep not the NCIX system as a whole. I might be biased but I always find certain new techs (most of them are Asian) are afraid of RMA because it "might" affect their job performance. I also thought NCIX had express RMA option?

Most people wont have any problems if they don't need RMA.

As for Parking, Langley, Coq even the Ontario Markham and TO stores are fine. The Kingsway one is good if you go during business hours like M-F 8-5.

Originally Posted by bcrdukes

How ATIC is still in business is beyond me.

Their website - so hipster. ATIC Computers

[twitchyzero]

hard for me to judge ATIC's CS...my family was shopping there since the 90's. NCIX/Anitec/ATIC were all on equal footing around that time

I remember Anitec was pretty good in the 2000's...it was like ME which had showcased a lot of products unlike NCIX...but NCIX pretty much decimated them slowly.

[belaud]

Lol. NCIX.

Low pay, huge workload, and overall, pretty shitty management.

MEMEX service is better in general because the people there give a shit, their paycheques reflect that.

[trancehead]

Originally Posted by bcrdukes

How ATIC is still in business is beyond me.

Their website - so hipster. ATIC Computers

LOL blast from the past. 2004? i dont even know where to put my thumb on it exactly

and i thought ncix's site was bad enough

[Kisame]

ive never had any problems with the kingsway NCIX. Bought a mouse and the scroll wheel didn't work. Brought it back the next day and they gave me a new one without any hassle.

They do take forever to restock though. I bought a Ducky DK2108 zero brown switch keyboard which was out of stock at the time. I eventually gave up after three months and they gave me a full refund.

[Aria]

deleted

[Lomac]

Originally Posted by ImpactZ

If a customer purchases a product which happens to be faulty, it should not be the customer who has to go through their ridiculous RMA process. Instead, they should just replace it with a working one, and have themselves deal with the faulty product. THATS customer service. NCIX fail.

Standard return policy for most companies is 30 days. Issues after that point is usually up to the customer to deal with the manufacturer directly.

One of the things I hate most about my time working in retail is when a customer would come in six months after buying something and complain that it stopped working, and then genuinely expect us to return it and replace it with whatever new version is out at the time.

I'm all for customer service and going above and beyond for the people who help pay your salary, but there's a certain line you just don't cross as a customer.


FWIW, I've dealt with the Langley location dozens of times and have never had an issue.

[i-vtecyo]

Originally Posted by mr_chin

One thing I don't understand is, why go to NCIX to do the RMA? Usually when I RMA my shit, I just go to the website or call the manufacturer and process RMA and ship it myself. I don't see the necessity of a middle person doing it.

You are right. However I spoke with Ducky about my warranty claim and I simply followed their instructions. Quoted from my email.

"NCIX handles our RMA. They will return the board to our service center then return it. "

Originally Posted by godwin

I have a feeling the OP had problems with an individual rep not the NCIX system as a whole. I might be biased but I always find certain new techs (most of them are Asian) are afraid of RMA because it "might" affect their job performance. I also thought NCIX had express RMA option?

Correct, Yu Li kept refusing to put the in store manager on the line with me, instead he wanted to be the messenger. He also gave me attitude and stated that HQ will extend my warranty, but frankly, I believe it shouldn't even be a question because they've had my keyboard in their possession since Feb 18th and wasted unnecessary lost warranty time. I would also like to add that AFTER my complaint, the next morning Yu Li received an update that my keyboard had "arrived" at NCIX HQ.


Now with a new update and problem, I have learned that i will NEVER be purchasing a Ducky Channel keyboard EVER again. Here's a quote from my email to Ducky as I'm too exhausted to retype it for the forums.

EDIT* Yay, another LED malfunctioned as i was typing!

Spoiler!

"So after two long months and frustration, I proposed two request to my preference with NCIX. My decision of a full refund or an exchange with renewal warranty; however NCIX said they can only give me an in-store credit. Without escalating the situation to worst than what it already is, I've decided to exchange my keyboard for another one. As soon as I arrived home, I was in for a surprise. After plugging the keyboard in, several LED's didn't light up and I do have the latest firmware update in case you are wondering. Now I am stuck in a dilemma and I do NOT wish to go through this whole process again. I am writing this letter to inform you that I am really disappointed in this product and I will be switching to a different keyboard brand. Below I have attached several pictures of the LED's not functioning properly."

So I am going to be making my THIRD trip to Richmond and I will be demand a full refund and no in-store credit bullshit. I know this time, this problem is not NCIX's fault; however they SHOULD know how much trouble I've been thru already and time I've wasted. I really hope that they've improved in their customer service and interaction skills over night..

[Mr.Money]

i've only dealt with them online,they were quick to repair a faulty hard drive that burnt out in under 24hrs & send my a brand new one while i was sending the broken one in,

[Aria]

deleted

[i-vtecyo]

Originally Posted by Aria

So you're going to demand an OUT OF [in-store] WARRANTY item's cost is fully absorbed by the retailer because
1) [you claim] NCIX took their sweet ass time with their return as Ducky requires this as an RMA path
2) NCIX already provided exchange (as per your original settlement)

Sounds like you understood fully that a settlement means you no longer have any real right to complain in that manner. Also there's no concrete proof that this isn't all Ducky's issue w/ shipping and logistics. IMO, Ducky should be shouldering this one.

Also, as a bit of 'insider info', Ducky and other cheap manufacturers usually lose their 'repair' boards when shipped back. We're talking more than 50% of the time. Oh, and before you say it, I'm not on NCIX's side, just taking the behind the counter approach to what seems like an issue with Ducky and your shitty xmas gift.
Posted via RS Mobile

First of all, I've spoke with the RMA center in Cali yesterday morning and he solidly stated that the keyboard was RECEIVED and SIGNED for on Feb 18th by NCIX. I am not sure if i've mentioned this as well but i also did call HQ to request a report of a status repaired item. HQ then told me that my keyboard SHOULD be at Aberdeen but after our conversation on the phone, HQ tech support emailed me and informed me that the keyboard is still their possession. So isn't it clear on who i point fingers to at this point?

Second, yes they did provide an "exchange" but seriously, I do not deserve to go thru this bullshit again. Honestly, I would much rather take the full refund IF it was an option to my preference. I know its a loss for the retailer, but think about the TIME i've been "playing" detective, searching for my keyboard while it was in HQ's possession since Feb 18th. As far as im concerned, time is money and the time i've lost and the stress i've dealt with plus the trips i've made is far greater than a simple refund compensation. If worse comes to worst, i will get NCIX to call the RMA center and speak with the tech directly if PROOF is required.

I like to add that the only thing that made my x-mas gift "shitty" was the product itself by Ducky and the lack of customer service from NCIX. However, the idea of a mechanical keyboard to her gaming boyfriend was thoughtful.

[flagella]

I usually find NCIX service to be a joke with fking highschool dropouts or university grads who can't find a decent job working there basically. Sure doesn't help when they have a bigass ego too

[Presto]

Langley NCIX is decent. Plenty of free parking, and the liquor store is across the street. Turn over of people near the bottom of the totem pole is normal for any retail space. However, I do see the occasional old-school NCIX employee that I recognize from the original store circa 1996.

[trollface]

What does Kenny drive?

[dangonay]

I have literally spent 10's of thousands at NCIX on hardware over many years and have never had an issue. I've had to RMA a motherboard once and an SSD and both times service was prompt. I've also returned a motherboard and graphics card (a $600 Radeon) that failed shortly after purchase and both were replaced in-store after a short wait while they checked the board out.

Never had any issues with NCIX, which is why I keep buying from them (going on 10 years now).

[Matlock]

I've dealt with the Burnaby location since it came into existence with no problems and I've always liked how they do free computer troubleshooting if it's something easy under 20 minutes. (Otherwise they charge by the hour) The only weird thing was that this was the only place in the world where I have signed my receipt and was told that my signature does not look the one on my card and they made me redo it.

Lately I've been going to the Broadway location just because it's been more convenient for me.

I did do one quick transaction through the Aberdeen location in the past and dealing with them did feel kind of different/weird from the locations. Maybe it's the feng shui.

[Aria]

Originally Posted by trollface

What does Kenny drive?

Magical shopping cart
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