2nd RMA in less than a month!

[alesma]

I've just got off the phone with PCS (again the staff on the phones have been very friendly and polite, every time I've had to ring them).
I am awaiting a confirmation call but it appears that I may be getting a refund. I've enquired about what refund it will be but all that will be discussed in the call.

I'll update you again when I hear back.

 

[alesma]

I just received a phone call from PCS to discuss the return/repair process and my options. I was given the option of a full refund which I chose. I was also offered a refund for one of the RMAs meaning I have only had to pay for 1 of 3 in total which I am happy to live with.
They apologised for the process and the situation I was put in which I could tell was a genuine apology.

As consolation I have been offered a free fast-track and for my order to be overlooked by a senior member of staff should I wish to buy from PCS again.

I was asked a few brief questions on the general service I had received in which I stated that I was very please with the politeness and friendliness of the staff on the phones every time I have called them. I also said that I can understand that maybe I did just get unlucky this time around, to which they agreed.

I am no technical expert when it comes to PCs so I may have been unlucky or it may have been down to an assembly fault or faulty motherboards, or even a faulty PSU from the start.
Although I said my trust with PCS had been lost and my respect had been lowered, after receiving such a personal phone call and everything stated above I can now say that I have a lot more respect for PCS as a company and that I am much more likely to use them again.

As anyone who has read this thread will know I am now without a PC and have a lot of work and university work to do and also enjoy gaming. I am seriously considering using PCS again for a lower spec build.


Thank you to everyone who has given me advice and helped me out on this thread. I will be reading back through and giving rep to the guys who have helped me out

 

[nathanjrb]

Glad you guys have found an amicable solution. Best of luck with your future build, wherever it may be!

 

[alesma]

It's likely I will use PCS again. I have a quote for a lower spec build saved but will briefly look at other companies for comparison.
I am in need of a PC fairly quickly and PCS have confirmed that they would go above and beyond to ensure that any future purchases would be as close to perfect as they can get them. This is very encouraging and I'm glad they have decided to approach the situation with such a personal approach.

I'll let you guys know either way what PC I buy, whether it be with PCS or another company.

 

[bigbert24]

I just received a phone call from PCS to discuss the return/repair process and my options. I was given the option of a full refund which I chose. I was also offered a refund for one of the RMAs meaning I have only had to pay for 1 of 3 in total which I am happy to live with.
They apologised for the process and the situation I was put in which I could tell was a genuine apology.

pleased to see that PCS honored there contract obligations as you only really had to pay for the 1st RMA courier anyhow, As 5.13 legally kicks in after the 1st RMA when you took receipt of the goods again and you experienced faults within that month and then again afterwards. in essence you still are at a loss for the initial courier cost but i would believe that any future orders from yourself would be treated above and beyond what any other potential customer will experience given the hardship you have experienced. There is horror stories out there concerning PCS but thankfully they are rare and in this case the outcome came good in the end.

 

[vanthus]

pleased to see that PCS honored there contract obligations as you only really had to pay for the 1st RMA courier anyhow, As 5.13 legally kicks in after the 1st RMA when you took receipt of the goods again and you experienced faults within that month and then again afterwards. in essence you still are at a loss for the initial courier cost but i would believe that any future orders from yourself would be treated above and beyond what any other potential customer will experience given the hardship you have experienced. There is horror stories out there concerning PCS but thankfully they are rare and in this case the outcome came good in the end.

Horror stories? I think that's taking it a bit a bit too far.
As you say,problems like this are rare,very rare in fact,and given the chance PCS will sort them out,they have the best customer support I've ever seen.

 

[bigbert24]

Horror stories? I think that's taking it a bit a bit too far.
As you say,problems like this are rare,very rare in fact,and given the chance PCS will sort them out,they have the best customer support I've ever seen.

Any issue where a customer has paid hundreds if not thousands on what is to be there dream Pc/laptop only to find it faulty and then placed in limbo where they do not know what the outcome will be and faced with not only the financial cost but also the disheartening effect off their dream Pc not being what they had hoped it would be is believe me a horror story for that customer. No one is denying PCS have a great track record, but improvements need to be made on customer service, i.e alesma was made to pay for 2 RMA's when legally he should have only paid for the one, granted this was rectified at the end of the matter but it still does not excuse the fact that he was left carrying that financial burden as a result, everyone makes mistakes, the point is to learn from them and improve.

 

[mantadog]

I don't know how much more PCS can do other than refund (which they have agreed to do) and the OP says he is satisfied. That should be the end of this thread.

I believe the OP wants to update this thread with his final decision on buying a separate machine so I wont close it, but I think it's best if we end the discussions about PCS and how good/bad their customer service is. it just ends up in a flame war with the thread closed.

Cheers.

 

[alesma]

I don't know how much more PCS can do other than refund (which they have agreed to do) and the OP says he is satisfied. That should be the end of this thread.

I believe the OP wants to update this thread with his final decision on buying a separate machine so I wont close it, but I think it's best if we end the discussions about PCS and how good/bad their customer service is. it just ends up in a flame war with the thread closed.

Cheers.

I will be purchasing from PCS again hopefully today, if not tomorrow.
I think I did get unlucky and obviously it was a lot of hassle for me and did cost me. I know I was reinstated but at the time I didn't know that was going to happen.

When I place the order for my new build I will start another thread and briefly mention my previous experience from a neutral point of view just for anyone who may be interested in knowing.
As this issue has now been resolved by PCS and them offering me what sound like excellent future services I think it's only fair that this thread should be closed if that's ok?

Thanks for all your help and I'm glad this issue is sorted.

 

[mantadog]

At the request of the OP this thread is now closed.