2nd RMA in less than a month!

[alesma]

I'm not interested in the machine being fixed anymore as it has caused me more hassle and stress than I need and can afford.
I do not trust the products that are being provided to me by PCS anymore.
I understand that parts do go wrong and it may sometimes be out of PCS's control but as a provider they should take responsibility for the products they have on sale.

Am I out of line in saying this? Will I be fighting a losing battle when I ring them up and ask for a full refund?

UPDATE: I've phoned PCS and requested a refund. They're going to have an RMA technician look at the problem and assess whether I can be refunded.

 

[GeorgeHillier]

I'm not interested in the machine being fixed anymore as it has caused me more hassle and stress than I need and can afford.
I do not trust the products that are being provided to me by PCS anymore.
I understand that parts do go wrong and it may sometimes be out of PCS's control but as a provider they should take responsibility for the products they have on sale.

Am I out of line in saying this? Will I be fighting a losing battle when I ring them up and ask for a full refund?

UPDATE: I've phoned PCS and requested a refund. They're going to have an RMA technician look at the problem and assess whether I can be refunded.

I think it's still unfair to criticise them for the PSU, that's just very unfortunate and it could happen just as easily in a home built PC, since you can buy the exact same parts from somewhere else, you just received a bad PSU.

They only usually give refunds if you request an RMA and they they don't fix it or the same thing happens again. So they'll probably replace the PSU and then if it happens again (which it shouldn't, hopefully) then they'll give you a refund.

I don't think returning the machine is a good idea anyway, since you'll still have to wait 3-5 days for a refund and then have to go buy another machine from somewhere like PC world which will charge you double the price for no reason.

 

[keynes]

I'm not interested in the machine being fixed anymore as it has caused me more hassle and stress than I need and can afford.
I do not trust the products that are being provided to me by PCS anymore.
I understand that parts do go wrong and it may sometimes be out of PCS's control but as a provider they should take responsibility for the products they have on sale.

Am I out of line in saying this? Will I be fighting a losing battle when I ring them up and ask for a full refund?

UPDATE: I've phoned PCS and requested a refund. They're going to have an RMA technician look at the problem and assess whether I can be refunded.

I think you are in your right to request a refund. If it is a hardware problem that took place 3 times I don't think is unlikely but that is at the discretion of PCS.

 

[alesma]

I think it's still unfair to criticise them for the PSU, that's just very unfortunate and it could happen just as easily in a home built PC, since you can buy the exact same parts from somewhere else, you just received a bad PSU.

They only usually give refunds if you request an RMA and they they don't fix it or the same thing happens again. So they'll probably replace the PSU and then if it happens again (which it shouldn't, hopefully) then they'll give you a refund.

I don't think returning the machine is a good idea anyway, since you'll still have to wait 3-5 days for a refund and then have to go buy another machine from somewhere like PC world which will charge you double the price for no reason.

The first two RMAs were both motherboard problems and had to be replaced both times. I just find it an awfully big coincidence that within a month and a half I've had to have 3 RMAs done on the machine. I'm no expert but surely there is an underlying issue as all three times I have been left without power.
As a customer I'd rather be able to trust the companies products, and I do understand that if the parts were faulty from the supplier then that is not down to PCS but if they're putting my PC under the 'stress tests' and they're passing then why after two weeks of unstressful use are they suddenly failing on me?

I certainly wouldn't be going to PC World for a build either. The only time I go there is for individual parts like a monitor or keyboard etc., and that's only if they are the cheapest I can find.

I'd rather wait 3-5 days for a refund than have my PC returned to me and then have it break again two weeks down the line. Considering I started my experience with PCS in January 2014 I am already far too familiar with the RMA process.

Sorry if I seem to be going on a rant, it's just I have a lot of deadlines for work and studies that I've been relying on having a working PC for.

 

[Androcles]

The first two RMAs were both motherboard problems and had to be replaced both times. I just find it an awfully big coincidence that within a month and a half I've had to have 3 RMAs done on the machine.

It looks to me like the actual issue all along has been a faulty PSU that has fried two motherboards and finally completely blown out the PSU. You can't really fault them for their service so far, they've done everything they should do and more, the only thing they might be faulted on (if this is the case) is just replacing the mother board without assuring the PSU or some other component wasn't the cause of the damage.

As I say it sounds like you only had one faulty part which unfortunately has been difficult to track down and has caused two or three further issue, you can't really blame them too much for that.

 

[mantadog]

It could have been the PSU all along, I was just thinking it myself as I read androcles post. If that's the case then you would have a fairly strong case for a refund. As they that they missed the root cause the first 2 times. It's no harm in asking, though I suspect they will do a '1 last chance' kind of deal. They get 1 more chance to fix it, if that fails then you get a refund. Otherwise they have to take the hit on the full cost of the machine (as its just scrap to them after you return it).

 

[alesma]

It looks to me like the actual issue all along has been a faulty PSU that has fried two motherboards and finally completely blown out the PSU. You can't really fault them for their service so far, they've done everything they should do and more, the only thing they might be faulted on (if this is the case) is just replacing the mother board without assuring the PSU or some other component wasn't the cause of the damage.

As I say it sounds like you only had one faulty part which unfortunately has been difficult to track down and has caused two or three further issue, you can't really blame them too much for that.

Well even if that is the case then surely their technicians could have detected the issue with a simple test. If a PC is returned twice within 2 weeks with a faulty motherboard then surely the rest of the components should be tested. Having 2 faulty motherboards one after the other would surely highlight another possible cause of the problem.

If it is only one faulty part then on that basis I understand that parts are faulty. But a company should still be responsible for the products they are providing, even when the parts come from a different supplier.

It makes me doubt the process in which my machine was put through before I received it and each time it has been sent back for repair. I have bought other products from PCS (keyboard, mouse etc.) and surely a company would rather keep their customers as satisfied as they can. In this case that would mean refunding me as unfortunately my trust with the company has been broken. Speaking for myself, for me to have the best view of PCS that I can I would be refunded the money for the PC as I fully do not believe that this will be the last time I have to send my PC back, and to keep having to pay £35 every time I need a repair is not something I am willing to do. I also don't feel I should have to take out extra warranty now just to cover some problems that I am fairly confident will happen in the near future.

 

[alesma]

It could have been the PSU all along, I was just thinking it myself as I read androcles post. If that's the case then you would have a fairly strong case for a refund. As they that they missed the root cause the first 2 times. It's no harm in asking, though I suspect they will do a '1 last chance' kind of deal. They get 1 more chance to fix it, if that fails then you get a refund. Otherwise they have to take the hit on the full cost of the machine (as its just scrap to them after you return it).

It does make sense that this would be the issue, which is what I thought immediately the second time my PC broke. Even with 1 last chance to fix it I am still left thinking that if something else goes wrong I'll have to spend more money sending the PC back, probably more than once to fix the issue. I would rather cut my losses now and have paid £70 to send the machine back twice, knowing that I won't have to do it again.

 

[Androcles]

Well even if that is the case then surely their technicians could have detected the issue with a simple test. If a PC is returned twice within 2 weeks with a faulty motherboard then surely the rest of the components should be tested. Having 2 faulty motherboards one after the other would surely highlight another possible cause of the problem.

If it is only one faulty part then on that basis I understand that parts are faulty. But a company should still be responsible for the products they are providing, even when the parts come from a different supplier..

That's kind of what I was saying, and my further point was that they are being responsible for the products, they've replaced the parts for your twice. As to detecting the issue with a simple test, nothing is simple in the world of PC's if it was something like a dodgy connection in the PSU there's a high likelihood that it could easily have been missed as it may have worked fine when they did the tests and only loosened up in transit, PC's are fickle things and faults aren't always obvious.

Even with 1 last chance to fix it I am still left thinking that if something else goes wrong I'll have to spend more money sending the PC back, probably more than once to fix the issue. I would rather cut my losses now and have paid £70 to send the machine back twice, knowing that I won't have to do it again.

The problem is with PC's if you are going to think that way then eventually you will never buy another PC, things can go wrong with them so easily, you could go through exactly the same issues with any other company and ending up waiting months more. You had some bad luck, but the great thing about PCS is they will provide support until a solution is found, their customer service is some of the best around and they won't rest until it's sorted for you.

 

[mantadog]

Even if you wanted to you would not be able to take out a warranty now anyway, but that's why pretty much everyone here recommends the silver warranty. It's only a fiver for a years cover so well worth it for piece of mind really, just if anything like this happens.

As far as PCS stand, they are pretty much bullet proof behind the T's&C's. Perhaps ask for a free collection since it's your 3rd one? Did I not read earlier they arranged for a free collection on your 2nd one? Might have been a different thread, anyway... it in the hands of PCS.

 

[alesma]

Even if you wanted to you would not be able to take out a warranty now anyway, but that's why pretty much everyone here recommends the silver warranty. It's only a fiver for a years cover so well worth it for piece of mind really, just if anything like this happens.

As far as PCS stand, they are pretty much bullet proof behind the T's&C's. Perhaps ask for a free collection since it's your 3rd one? Did I not read earlier they arranged for a free collection on your 2nd one? Might have been a different thread, anyway... it in the hands of PCS.

I asked if the collection could be taken care of by PCS but I was told that I would have to pay for it. They covered me the second time which I thanked them for and thought was very reasonable as it was the same issue. My PC is being picked up this morning for the RMA but with a Refund request attached as advised by the customer service team at PCS. If it is the PSU that has been causing the issue then it is likely that this has been the case from the start like previous people have said, so surely this would be a good basis for a refund?

I'll keep the thread updated with any progress.

Thanks again to all of you for your input and advice

 

[mantadog]

Well we shall see, hopefully they give you a refund if that's what you really want.

Do let us know.

 

[nathanjrb]

I would want a refund as well TBF. A faulty PSU that's already fried two motherboards and done god knows what else to other components - possibly reducing life expectancy or damaging them as well (unlikely but plausible). I'd be happy with either a new build or a refund myself.

 

[alesma]

sounds like your power supply went to me. I hope you can get a refund, this makes me nervous as my pc is also in for RMA at the moment...

I think I have just been very unlucky. The RMA processes have generally been pretty good for me, obviously minus the fault being identified (if this is the case). I can only speak from my personal experience, but from the majority of the cases on the forums that I've seen PCS tend to be pretty good. Unfortunately I haven't had the same experience.

 

[alesma]

I would want a refund as well TBF. A faulty PSU that's already fried two motherboards and done god knows what else to other components - possibly reducing life expectancy or damaging them as well (unlikely but plausible). I'd be happy with either a new build or a refund myself.

This is what's sat at the back of my mind now. I'm only 7 months into my experience with PCS and have already had these problems. If anything happens say in a further 6/7 months then I'll be out of warranty and could be left with a piece of scrap metal that I've paid good money for. And it has been proven already that the tests that are being done cannot identify faults that may occur further down the line. You make a very good point!

 

[alesma]

Considering this is my 3rd RMA in one and a half months I would have thought it would be of high priority. My second RMA was. PCS received my machine on 28/08/14 and I still haven't had any emailing or contact to tell me that they have even opened the box yet.
I really thought this would be their chance to try and improve my opinion of them but I was naive in assuming that.
I am really disappointed to be honest.

 

[nathanjrb]

Don't call them. Wait and see how long it takes... it's in their hands now and I would like to see how they handle it without your input.

 

[alesma]

Don't call them. Wait and see how long it takes... it's in their hands now and I would like to see how they handle it without your input.

I emailed them earlier this morning. I would wait it out but I physically don't have the time to do so. I have urgent work and university studies that I have deadlines approaching for. I've mentioned this to them before but I doubt they've made any note of it.
I can't afford to go back to university and still not have a functioning computer.
My guess is that they won't start work on it until next week, which personally I find quite insulting considering the experience I've already had with them.

 

[nathanjrb]

I emailed them earlier this morning. I would wait it out but I physically don't have the time to do so. I have urgent work and university studies that I have deadlines approaching for. I've mentioned this to them before but I doubt they've made any note of it.
I can't afford to go back to university and still not have a functioning computer.
My guess is that they won't start work on it until next week, which personally I find quite insulting considering the experience I've already had with them.

Understandable... fingers crossed for you!

 

[ariadne2]

My RMA was received by pcs on 26/8 and was dispatched back to me this morning. Hopefully that means yours will be sorted in the next couple of days.

Although based on my experience and also yours so far I am concerned mine will also arrive with another problem!