5 days later

[Retron]

Looks like the screens have been put back yet another week.

Yup, now says 19th, so another 5 working days at a minimum before building starts.

At this rate it may take longer than last time (ironically the same thing happened with the 4K Defiance I ordered... however, that was a blessing in disguise as while I was waiting for the 4K chassis to arrive in stock, I found out that the "4K" Samsung screen was getting bad reviews. I was able to switch to the 3K option, which meant it took less time than it otherwise would have.)

Once is unfortunate, twice is... well, let's just say I suspect PCS were well aware that there would be a long lead time on the 4K screens!

 

[Scott]

I wouldn't mind at all if the information was given up front. It's the back door way that everything is done, you need to be a detective to figure out whats happening with your build.

When I placed the order there was no delay, it was meant to be in stock. I got some bull on the chat today that apparently the first batch maybe had already been allocated, when everyone knows they haven't even received their first batch yet. Why not just tell it like it is instead of trying to string us on? I don't have a single good thing to say about the way PCS relay/hide information from their already paid customers.

 

[SpyderTracks]

I wouldn't mind at all if the information was given up front. It's the back door way that everything is done, you need to be a detective to figure out whats happening with your build.

When I placed the order there was no delay, it was meant to be in stock. I got some bull on the chat today that apparently the first batch maybe had already been allocated, when everyone knows they haven't even received their first batch yet. Why not just tell it like it is instead of trying to string us on? I don't have a single good thing to say about the way PCS relay/hide information from their already paid customers.

Just cancel?

 

[Scott]

Just cancel?

And go where exactly?

 

[Oussebon]

Heh, if there were a good answer to that question it probably wouldn't be allowed to post it :/

 

[Scott]

Heh, if there were a good answer to that question it probably wouldn't be allowed to post it :/

Indeed. I know of a few suppliers but none that won't cost me a minimum of £300 more. PCS are without doubt the best value for money but they know this and their customer service suffers as a result.

FWIW the customer service only lacks, from what I can tell, when things aren't going right. When they are going well they are very up front and good at informing the customers.

 

[keynes]

Indeed. I know of a few suppliers but none that won't cost me a minimum of £300 more. PCS are without doubt the best value for money but they know this and their customer service suffers as a result.

FWIW the customer service only lacks, from what I can tell, when things aren't going right. When they are going well they are very up front and good at informing the customers.

Maybe more staff to offer an improvement in customer service may involve a higher cost to all consumers? they are not manufacturers so they don't have much control over delays and I assume they can only provide estimates.

 

[SpyderTracks]

Indeed. I know of a few suppliers but none that won't cost me a minimum of £300 more. PCS are without doubt the best value for money but they know this and their customer service suffers as a result.

FWIW the customer service only lacks, from what I can tell, when things aren't going right. When they are going well they are very up front and good at informing the customers.

I had to wait a month for my graphics card off another retailer when it came out. I occasionally got notifications after the time the card was supposed to be delivered. It went from week to week of expected delivery. I wasnt told why it was late, I knew as it was a new product, it was supply issues.

It's exactly the same here. PCS post the expected delivery they're promised by the supplier, and that passes and passes and passes. It's standard practice in this game.

PCS aren't perfect and I'm not pretending they are, I just get fed up with the moaning that sometimes goes on. If you've got a complaint, be proactive and talk to a PCS manager and make a suggestion for how they could improve. Don't just wildly moan on a forum that isn't represented by them, that's unfair on them and yourself.

 

[Scott]

Maybe more staff to offer an improvement in customer service may involve a higher cost to all consumers? they are not manufacturers so they don't have much control over delays and I assume they can only provide estimates.

I don't think staffing is the issue to be honest. It should be fairly automated. It feels to me like their setup is seriously outdated, which is strange coming from a company on the cutting edge of technology.

I had to wait a month for my graphics card off another retailer when it came out. I occasionally got notifications after the time the card was supposed to be delivered. It went from week to week of expected delivery. I wasnt told why it was late, I knew as it was a new product, it was supply issues.

It's exactly the same here. PCS post the expected delivery they're promised by the supplier, and that passes and passes and passes. It's standard practice in this game.

PCS aren't perfect and I'm not pretending they are, I just get fed up with the moaning that sometimes goes on. If you've got a complaint, be proactive and talk to a PCS manager and make a suggestion for how they could improve. Don't just wildly moan on a forum that isn't represented by them, that's unfair on them and yourself.

This is my point though.... they AREN'T letting us know of updated expected delivery dates. I've got to go on a fact finding mission through the PCS configurator everytime I want an update on when I might receive my laptop.

There should be an automated mechanism in place for when there's a stock shortage or expected delivery change.

From this side of the fence, I've spent almost £2.5k and had one email from them to confirm my order with no information regarding any delays whatsoever until I prompted them to do so. I then spent 30 minutes on the chat today being mostly ignored by "James" who was polite in his replies but very un-interested in actually doing anything.... although I've been promised an email update on my order as after waiting for 15 minutes for a reply from him I had to go out with my girls. I'm still waiting on that so it will be interesting if it ever comes through.

The staff are there, the way they come across is that they can't be bothered at all with enquiries that aren't leading to new sales.

 

[James_C]

I don't think staffing is the issue to be honest. It should be fairly automated. It feels to me like their setup is seriously outdated, which is strange coming from a company on the cutting edge of technology.



This is my point though.... they AREN'T letting us know of updated expected delivery dates. I've got to go on a fact finding mission through the PCS configurator everytime I want an update on when I might receive my laptop.

There should be an automated mechanism in place for when there's a stock shortage or expected delivery change.

From this side of the fence, I've spent almost £2.5k and had one email from them to confirm my order with no information regarding any delays whatsoever until I prompted them to do so. I then spent 30 minutes on the chat today being mostly ignored by "James" who was polite in his replies but very un-interested in actually doing anything.... although I've been promised an email update on my order as after waiting for 15 minutes for a reply from him I had to go out with my girls. I'm still waiting on that so it will be interesting if it ever comes through.

The staff are there, the way they come across is that they can't be bothered at all with enquiries that aren't leading to new sales.

Just to clarify something here, I'm not the same James you would have spoken to as I don't work in the call center.
I honestly thought that the system emailed customer detailing any delays that might have occurred but having never been a on that end of the system I could never be sure. You're right in saying it should be automated and I will speak to my boss on Monday to see if this can be implemented ASAP.
I must say, thinking that the staff can't be bothered with inquires unless it leads to new sales is a bit unfair. The majority of the calls that they answer are to do with issues with systems and I'd honestly say less than 10% of calls are about purchasing a new system and they're no on commission for sales.

 

[Scott]

Just to clarify something here, I'm not the same James you would have spoken to as I don't work in the call center.
I honestly thought that the system emailed customer detailing any delays that might have occurred but having never been a on that end of the system I could never be sure. You're right in saying it should be automated and I will speak to my boss on Monday to see if this can be implemented ASAP.
I must say, thinking that the staff can't be bothered with inquires unless it leads to new sales is a bit unfair. The majority of the calls that they answer are to do with issues with systems and I'd honestly say less than 10% of calls are about purchasing a new system and they're no on commission for sales.

I cannot comment on the handling of all enquiries, I can only comment on the handling of my enquiries and so far they have been miles below par. If I could have saved the conversation I had today I would have, honestly... it was terrible service. He wasn't willing to take any time to look into my query. I understand that he was perhaps dealing with a few different chats at the one time but absolutely no time was taken to help me during the 30 minutes I was on there. The first response was fairly quick (a minute or 2) the second took around 10 minutes, after around 20 minutes my order number was requested to look into it, which I gave..... after a further 15 minutes without any response I messaged that I had to go and I would appreciate an email update. Funnily enough I received an immediate response saying that he would take care of that (still waiting), which shows that he was there.

Honestly, I've never dealt with any company with such appalling after sale service........ and I'm an eBay user!

 

[arnonel]

Hmmm - my post was deleted.

Obviously hit the truth nerve - ouch.

 

[Rakk]

Hmmm - my post was deleted.

Obviously hit the truth nerve - ouch.

Or it was a really bad analogy that I felt was just uncalled for.
Noting that I do not work for PCS I am just a moderator

 

[arnonel]

Bad analogy or not:
1) This is sensorship. I did not swear or abuse anyone. You just didnt like what I had to say. Truth hurts i assume.
2) Cant tell me how I should feel, and this is how I express how I feel. People are different, I use analogies.
3) Analogy was built from sentiment on this thread, and others.

 

[Rakk]

Bad analogy or not:
1) This is sensorship. I did not swear or abuse anyone. You just didnt like what I had to say. Truth hurts i assume.

Please note from the 'Read before posting thread' (https://www.pcspecialist.co.uk/forums/showthread.php?3-Forum-Rules-Read-before-posting!) it states:

You ARE NOT allowed to use the PC Specialist Ltd forums to:
• Use the forums as a medium to tarnish the reputation or good name of PC Specialist Ltd, we value all feedback positive and negative and have support channels for this. Unconstructive negativism about the services of PC Specialist Ltd will be deleted without hesitation.

So I felt your analogy was not being constructive and was just stirring the pot.

2) Cant tell me how I should feel, and this is how I express how I feel. People are different, I use analogies.

I am not telling you how to feel, you are allowed to use analogies, but try and be constructive please and whilst some of it may have born some resemblence to reality, some of it blatantly did not.

Anyways, lets stop derailing the thread about one deleted post, thanks.

 

[Scott]

Switched for the 1080p screen and it's now gone into building

 

[Hewhoist]

Switched for the 1080p screen and it's now gone into building

I don't think you'll regret it. The screen is a million times better than the Octane II I'm glad I did it saved £100 as well hopefully you'll have your machine asap.

 

[Scott]

Hoping for delivery tomorrow. James that posted above has been excellent trying to help out.

 

[Hewhoist]

Hoping for delivery tomorrow. James that posted above has been excellent trying to help out.

have you seen people actually returning the laptop to stockists because of the fan noise? I mean fair enough its a lump of a machine heavy poor battery life and not the most ascetic build. But people have complained for years about laptops not having power and now they finally do people are returning them because their loud? mines pretty loud but I'm hoping in a few months clevo will adjust the bios and some other little tweaks will means a smoother running machine.

 

[Scott]

I'm fully expecting a noisy laptop to be honest. I wouldn't expect it to wind up fully until temps are getting pretty high. However, I'm hoping that I'll be able to create my own fan profiles so that during everyday use it's fairly silent.