International customer experience
I ordered a heatsink on 16th November. I paid 39$ for the heatsink itself and 79 dollars for shipment to London. The heatsink measures 6cm x 6cm and weighs 600g.
The order was despatched on 17th November, the whole process was transparent, emails sent, tracking code provided.
This is why I am awarding the two stars and probably, for someone buying in US, this would be the end of a mutually agreeable transaction.
UPS misplaced the parcel on 24th November. After ten days with no tracking updates I contacted FrozenCPU’s support team. Max Savino was dismissive and essentially refused to chase this, although I explained it was a time sensitive project.
Another couple of days later and after two full weeks without tracking updates I contacted UPS UK myself, who advised that the parcel is probably lost and some forms should be submitted to try to locate the parcel but also to start a claim. Max Savino refused to submit either but forwarded the UPS emails to their local rep Bryce who never got back to me.
I had to submit a UPS tracking request without FrozenCPU’s business account details which were required and with zero assistance from the seller. This was on 9th December.
As I had received no updates from either UPS or FrozenCPU, on19th of December I requested the assistance of FrozenCPU’s acting CEO, Lori. My email was ignored for three days. On 22nd December I submitted a claim with PayPal and my payment was refunded.
While I appreciate that UPS does not fall under FrozenCPU’s jurisdiction, the company has to take responsibility for the whole sale process, until the goods reach the international customer. Despatching an order does not complete the sale, especially when a ridiculous amount is charged for delivery.
For the money I paid I expected full support from FrozenCPU, until the driver knocked on my front door. Otherwise I suggest stopping international sales altogether since they can’t be bothered to chase a delivery gone sideways.
Oh yes. And don’t try to buy goods with a card, if you live outside US. Or PayPal to a proxy delivery service for that matter. It’s either 200% delivery charge using Economy UPS to one’s registered PayPal address, or you can take your business elsewhere. Zero support, zero flexibility to meet a customer half way.
Again, this is my experience as an international customer. I am sure they can do better with a local delivery. But based on my experience and the level of support received I can not recommend FrozenCPU.
Update: the parcel was delivered today, 29th December, unexpectedly and after being refunded by FrozenCPU. It took a whole six weeks. I have therefore increased my feedback to 4 stars for a completed sale but I stand by my comments above.