I have bought Arctic Liquid Freezer II High Performance CPU Water Cooler - 240mm from Overclockers website. After a few weeks of regular use, cooler pump made a horrible grinding noise and broke down almost melting my CPU. I have contacted Overclockers RMA Customer Support Service. As this item is classed as DOA (broke down in less than 30 days from purchase), I have requested a full refund (as I did not want to wait for replacement, that would likely fail again - and risk melting my CPU). I have dealt with other PC retailers and faulty item returns before, but what I have experienced with Overclockers - is beyond awful. First of all their Customer Support RMA team is completely clueless. They have no guidelines in place on what to do if a customer wants to have a faulty item returned. It took me multiple emails to explain that my item is faulty and I would like Overclockers to arrange a pick up from my home. Their returns website section - is very vague and does not state all the rules, hence misleading their clients. Dealing with their customer support - I felt like I am the one trying to arrange a pick up and telling them what they should be doing. I was under impression that their Customer Support just does not care to explain clearly the process of returning the faulty item. Also, I have not been warned that I will NOT get my delivery costs refunded in full. Maybe it would have been helpful to inform me of this when I was opening an RMA ticket (so I clearly know what my options are). Why am I only learning about this after the item has already been returned and partial postage refund made? On your website - it does not clearly state that this will be the case. In comparison - I just had another RMA done with SCAN company, and they have refunded me in FULL (full postage + item cost) and have arranged for a faulty item to be collected from my home with only a few emails and no hassle. I understand now, that the service you provide might not be on the same level as your competitors. But why have you not clearly stated about this during my conversation (via emails) with your support team? Maybe if I would have been aware of this - I would have sent the item to you with a cheaper provider myself or driven to your Overclockers office and handed the faulty item to you in person? So your policy (which you do not clearly state on your website or during the conversation with RMA Support Team), does not make any sense: quote: "We don't refund the shipping fees on items that are returned as faulty, we only do this when an item is returned as unwanted. We do however cover the cost of returning the item back to us, this cost however wouldn't be covered if the item was returned as unwanted". Well in my case – the item was DOA (dead on arrival) as it has been returned faulty within the 30 day period. So why should I be out of pocket on 8.70£ for the item that has died a few weeks after purchase? If I would have known this faulty item return policy of yours, I would have gone to see your competitors who have far cheaper postage price and cover all the return fees and refund in full (like SCAN did recently with another RMA I had). Overall - upsetting and poor experience due to failure to communicate with their customers properly. Will stay away from doing business with Overclockers. There are a lot better retailers with far more competent customer support.