STAY FAR AWAY FROM THE ULTRA PRODUCTS LINE!!!!!!!!!!!!!!!!!!!!!!

I bought the 500 Watt Ultra Xconnect from Zipzoomfly.com on 02-19-05.

It died yesterday, out of the blue, while I played CS:S.

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.

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 flunky. 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 (get this) 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. This is thier RMA policy! They even wanted the last four digits of my social security number!

This has got to be the shadiest, most ridiculous and disturbing form of RMA I have ever heard of. 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 due to his knowledge that this was not good policy. I am utterly and deeply disgusted by this experience and shall due my best to spread the word about this horrid 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!

I am shocked and utterly infuriated.

Read all the way to bottom.

I bought the 500 Watt Ultra Xconnect from Zipzoomfly.com on 02-19-05.

it ran for 2 months. It died yesterday, out of the blue, while I played CS:S.

I had another brand PSU I had bought for another system and I put it in and was up and running in a few minutes.

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 rep. 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. This is thier RMA policy! They even wanted the last four digits of my social security number!

This has got to be the shadiest, most ridiculous and disturbing form of RMA I have ever heard of. I objected and asked if I could send the PSU back to them for inspection and then have them send a replacement. He said that was not the policy of Ultra. I am utterly and deeply disgusted by this initial experience. 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!

I am shocked and utterly infuriated.

Update: 24 hours later..I found my way to the Ultra Foums - http://ultraproducts.com/forum/ where 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. 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.

Wow man thats too bad to hear that cause ive had nothing but good luck with Ultra. I own the ulta x-connect 500w psu and have owned it for about 6 months now, with zero problems. As far as the RMA policy goes, when you buy from a retailer and not the company itself, lots of times you will experience that you have to go through the company that you bought the product from. Sorry to hear about your bad luck, but maybe you should try calling again and see if you can get a different customer service rep.

EDITED for content I wish I hadn't said

Tom

EDIT: Well said flounder. I was thinking the same myself, but wanted to vent, AGAIN.

YA man whatever....here is the deal you aint happy and im sorry for that. But dont take it out on a guy or gal trying to do their job . Customer service is not a easy gig, i just landed a job doing that and first thing that usually comes out of someones mouth is ranting and raving, cursing, screaming kids , or just the fact someone is hacked and wanting to take out their frustrations because a product failed on theim. Ok i admit its easy to let your emotions get the best of ya but cryin because the guy types slow, his computer crashed on him? Come on computer problems isnt his fault , typing slow is not a reason to put the death sentance on someone. Its not a easy job its long hours and and dealing with folks that blame the rep and not the product or even user error .

Have a problem with a company or their product email , call them, get in contact first and see what they are willing to do to make you a happy customer. Dont go all crazed and bash on the net. The power is in your hands man, you buy something ,then you are a boss of that company because you just paid their salery. Be cool and its alot easier to work with folks and you will get something better in the long run.

Oh I'll keep that in mind the next time I buy a crappy product from a company that doesn't provide support directly for thier products and hires morons to help the customers. Your name isn't Jose is it?

Pfft

As I just mentioned in the negative rep I gave you: Not cool insulting flounder when he just offered you good advice.

Quiet tact goes a lot farther than loud & obnoxious.

wow what a huge leap you made saying that no tact. Not only are you gonna have a real hard time getting help around here, but now youve gotta try and get rid of some more negative rep. Good Luck with that Tool.

Flounder was just tryin to help, and all we heard back from you is, "Blah, blah, blah im a dirty hippy." Welcome to negative rep from me and pretty much anyone else that stumbles across you makin an ass out of yourself.

Man you totally missed my point
1st there is a company that fronts the money to make a product
2nd people make the product
3 people buy the product
4 something goes wrong , the customer in question call customer service
5 customer service follows the script and guidlines that the company writes and enforces while trying not to get screwed by folks wanting something for nothing , figure out what happened to the product so they can fix the flaws.
6th noone is happy
thats biz man,dont dig it dont buy it . make your own and when it goes bonk blame noone but yourself and see how you react,bet its not the same way.
btw my name is not jose

you blow up at a mechanic when something goes wrong on your car? how about a waiter that gets your order wrong. The asprin that did not work on your last headach, you have that short a fuse i might suggest anger managment.

Thats me. Big Ole Ass.

Rep is over rated anyway.

Regardless of my insulting a member, this information needs to be distributed so people do not buy these products. I am sorry I did not phrase my post to suit everyones needs.

To all the customer service reps that I have insulted I am truly sorry that I have insulted you but even more sorry that you have not obtained the education you need to advance beyond being someone else scrpit whore.

Just IMO.

Enough of the "cry me a river" posting and digging your own hole even deeper.
Ultra Products has a GOOD history of customer service from 98% of the people I have heard that deal with them. The only people that seem to have bad luck and or experiences with them are those that call and/or email and start demanding things right up front.
If you attack another staff member as you did, especially when they are offering CONSTRUCTIVE criticism, you will be dealt with in a less than favorable fashion.

I offer a personal experience with an RMA for the record and am jumped on by the forum elite. This reminds me of last time I was jumped by the forum elite when I first joined.

Then the policy was changed so it couldn't happen in the for sale forum. I am glad to see you all stick up for each other .

Thanks for the ass whipping.

Quote: you blow up at a mechanic when something goes wrong on your car? how about a waiter that gets your order wrong. The asprin that did not work on your last headach, you have that short a fuse i might suggest anger managment.

i tell the waiter to get my order righ, but i dont blow up at him. and if he ignores me and gives me the wrong stuff then yes, then i get mad. but the fact still remains. instead of calling ultra to RMA, have you tried calling Tiger Direct. Considering that is who you bought it from.

if you buy a car from a dealer, and the next day it blows. do you take it back to the maker of the car, or do you take it back to where you got it.

Quote: Originally Posted by Zer0s i tell the waiter to get my order righ, but i dont blow up at him. and if he ignores me and gives me the wrong stuff then yes, then i get mad. but the fact still remains. instead of calling ultra to RMA, have you tried calling Tiger Direct. Considering that is who you bought it from. if you buy a used car from a dealer, and the next day it blows. do you take it back to the maker of the car, or do you take it back to where you got it.

I bought the PSU from Zipzoomfly who have a 30 day return policy.

I did not and would never buy from Tger Direct that is what makes the situation so ridiculous and horrid.

Read the original post.

Of course I am going to stick up for Flounder405, as you attacked him when he did nothing but try to help you (even after you attacked him). Listen to the advice given to you rather than letting it go in one ear and out the other like a 10 year old.
We always appreciate it when people give bad experiences with compamies' customer service, however, when we know that claim is bulls**t, we are going to call you on it. We aren't here to coddle you and raise your self-esteem........ we call it like it is.
Nuff said!

Quote: Originally Posted by No Tact I bought the PSU from Zipzoomfly who have a 30 day return policy. I did not and would never buy from Tger Direct that is what makes the situation so ridiculous and horrid. Read the original post.

In any case, have you contact ZipZoomFly. Even though its a Ultra product, have you called ZipZoomFly. Even though its been 60 days. If that is the warranty, most of the time you will not be able to do anything. Like i said, have you contacted zipzoomfly, or did you just read the warranty off the site.

IF zipzoomfly does nto want to return the product. and in the warranty it does say a 30 day warranty, then you are going to have to replace it how Ultra wants it replaced. And if the main grip is that you have to pay shipping their. ohh well, it happens.

If not, then im missing the point of this grip.

Quote: Originally Posted by godfoot Of course I am going to stick up for Flounder405, as you attacked him when he did nothing but try to help you (even after you attacked him). Listen to the advice given to you rather than letting it go in one ear and out the other like a 10 year old. We always appreciate it when people give bad experiences with compamies' customer service, however, when we know that claim is bulls**t, we are going to call you on it. We aren't here to coddle you and raise your self-esteem........ we call it like it is. Nuff said!

My RMA request is now bulsh*t?

My customer service experience is bullsh*T?

I was polite, I was understanding with the CS, but it does not excuse this policy as being bad, the company {Ultra) does not directly warranty thier products, this RMA policy is unacceptable and falls far below industry standard. That is not bullsh*t.

The CS agent I could tell was in fact uncomfortable in telling me all this. That too is bullsh*t. That they make him go through this with countless customers per day.

I was not trying to attack anyone. I was stating my experience and for trying to post relevant experience to help others avoid this type of situation in the future I am attacked and everyone tries to school me.

How decent of you all for helping a poor lost soul find his way.

For sharing your bad experience in an effort to help us all, thank you.

For making statements like, "To all the customer service reps that I have insulted...sorry that you have not obtained the education you need to advance beyond being someone else scrpit whore.", THAT's why we have no respect for you.

Quote: Originally Posted by No Tact My RMA request is now bulsh*t? My customer service experience is bullsh*T? I was polite, I was understanding with the CS, but it does not excuse this policy as being bad, the company {Ultra) does not directly warranty thier products, this RMA policy is unacceptable and falls far below industry standard. That is not bullsh*t. The CS agent I could tell was in fact uncomfortable in telling me all this. That too is bullsh*t. That they make him go through this with countless customers per day. I was not trying to attack anyone. I was stating my experience and for trying to post relevant experience to help others avoid this type of situation in the future I am attacked and everyone tries to school me. How decent of you all for helping a poor lost soul find his way.

ok, you have to understand something with customer care. they get 20 to 30 calls a day, with lots of b1tching customers. im not saying that is what you were doing. but these things are drilled into there head. they have a way to RMA something and thats what the guy said. even though he prollly thought it was wrong. he still has to follow his company policy.

yes you have had bad CE. but let it go, contact some more ppl, hopefully they will be able to help you out.

This is the last time I am going to reply to this thread because really its like talking to a wall and its no wonder you got nowhere with the rep.
You want to try to cut me down with my education thats cool I will even supply you with the facts. B.F.A. with a minor in Philosophy and Education. I also went to Purdue to obtain my Masters.
Want to talk numbers and logic? You got a bunk power supply sitting next to you doing nothing. How many PSU has Ultra built in the few months they released X connects? Oh wait you do not have those numbers...you are the only one on earth that has one so that qualifies you do make the judgment that its crap. Every last PSU they make from here on out.
I asked befor think you can do better than do it....Oh wait i hear excuses either you do not know how to make one or you do not want to make one. Either way sounds like you are lazy or not wanting to learn. Would really like to hear that answer.
Again you PSU died im sorry, that sucks it really does but what around you has lasted forever? Doesnt seem like much , you even said yourself you have RMA alot of things in the past.

Have a nice day.

Quote: Originally Posted by Zer0s In any case, have you contact ZipZoomFly. Even though its a Ultra product, have you called ZipZoomFly. Even though its been 60 days. If that is the warranty, most of the time you will not be able to do anything. Like i said, have you contacted zipzoomfly, or did you just read the warranty off the site. IF zipzoomfly does nto want to return the product. and in the warranty it does say a 30 day warranty, then you are going to have to replace it how Ultra wants it replaced. And if the main grip is that you have to pay shipping their. ohh well, it happens. If not, then im missing the point of this grip.

You have absolutely missed the point.

I bought the PSU from Zipzoomfly as stated in the second sentence of this thread.

Zipzoomfly (ZZF) has a no return after 30 days policy.

It has been 60 days almost exactly since I bought the PSU as my thread also stipulates.

So I called Ultra for the RMA.

They do not offer and will not allow me to ship the dead PSU to them first for them to inspect. Most placew ill allow this and then ship the replacemtn to you after they check it out and have the dead product in hand.

I asked they said they do not do it this way. First bad policy.

Ultra will take my credit card and order me a replacement through Tiger Direct and charge it to my credit card. Second bad policy

They wanted all the CC info including the CVR info and the last 4 digits of my social security number. Third Bad Policy

They said that after they receive the dead PSU back from me they will refund my credit card.

They said I would be issued a RMA # in 3-4 days. Fouth bad Policy

They said that my new PSU would ship "Sometime" this week. Bad Customer Service

They said that RMA should email me within a few days. Bad Customer Service

Is it now clear why I am griping and whining and throwing a fit like a 10 year old?