Annoyed In Hampshire

[royalmark]

Very disappointed in PCS, My PC arrived around 3 weeks ago initial impression itself seems to be great. Good build quality, everything nicely cable managed and worked great straight out of the box. When i ordered my desktop i ordered it without windows as i already owned a full windows 10 home license. So when i turned it on i wasn't too surprised to see the windows needs activating message. i wasn't in any hurry i just wanted to get my system set up, a few games installed and a few benchmark results. One thing i did think a little strange was that it said that Windows 10 Pro was installed. I just assumed that when i put my key in windows would revert back to home. However when i entered the key it rejected the key. As i knew my key was legitimate i just called Microsoft product activation help line.

Here is where my trouble really started. Four hours on the phone and Microsoft help desk didn't seem to know why my key wouldn't activate. after locking out my pc's internal activation software twice and much frustration on all parts i eventually talked to a gentleman who said as soon as we started, Windows can go from Home to pro, but not from Pro to home.

So i called PCS and talked to someone on the help desk and explained the situation to them, I asked if they could check my order. They confirmed my order was correct and i had told them i have a key for home. However at some point Windows 10 Pro had been installed by mistake. However there was nothing they could do about this. I would just have to do a fresh install of Windows 10 home. I told the representative i wasn't too pleased with this as, id spent several hours getting the PC to where i wanted it. and to have to start again from scratch, meant id be spending many hours getting the Pc to where it should have been when it arrived. and i wasn't too happy.

He told me the only thing he could do was escalate the case up to a manager and someone would get back to me in a couple of days. That was 4 days ago and i haven't even has as much as an email.

Disappointed Hampshire

 

[Deleted member 17413]

This is gonna sound harsh, but its just the honest truth.
So you activated a test config windows copy...which is pretty much the root of your problems.
You ordered without an operating system, which means when you get it you install a copy of whatever operating system you want.
The test copy has to be on there as they have to check your build actually works. Its not suitable to be activated and used as a normal copy of windows, because its not a normal copy of windows.

Im sorry, but you created your own problem.
You need to do what you should have done when you received it, install a complete fresh install of which ever operating system you want on it.
Any fustration that may cause is a result of your own actions, you knew you hadnt bought an operating system off them yet you continued anyway without installing your own. Your assumptions and lack of knowledge brought you to where you are, PCS are not the ones at fault here, you should of contacted them right at the start.

They are also dealing with the fall out from covid19 and the effect of lockdown.
Your issue is self-made, and theyve told you how to fix it. When they have time to look at lower priority you will get a contact back, tell you what they have already, and what i've said, and what any mod on here will also tell you.
If they're feeling exceptionally kind they might throw you something just to make you feel better, but trust me, they have no responsibility to do so, and without you buying a operating system off them, they also have no obligation to help you sort out the software on your machine either.

 

[AgentCooper]

Did a reinstall work? Maybe I’m desensitised to it but a troubleshooting reinstalling of the OS is one of my go to solutions for all life’s problems.

 

[Deleted member 17413]

I dont think he has tried, sounds a lot like he wont do it until its been made 1000% clear that its his only option.
Its also the first thing he should of done after plugging it into the wall.

 

[ubuysa]

@royalmark, I'm sorry you're disappointed and I can understand your frustration too. We all know how annoying it is not to have our new PC work first time right out of the box.

As has been mentioned, when you buy a PC (from anywhere) without an operating system installed then you really must expect to have to install your own copy when it arrives, regardless of what happens to be already on there.

Windows 10 Pro wasn't installed by mistake, PCS have to install a copy of Windows in order to be able to soak test it and it would be a waste of their time (and your money) to then erase it before dispatch. The mistake I'm afraid was when you assumed that you could simply activate that system with your key.

Ordinarily the solution to this problem would have been a clean install of Windows Home which you could have then activated with your product key and all would have been well. Even though you are now talking to Microsoft it is still worth trying that option, only if that won't activate will you then need their help.

 

[Scott]

Agree wholeheartedly with all of the above. To the point where we actually advise re-installing Windows from scratch even if it DOES activate. It's always best to know exactly where you stand, which version of Windows you are on and exactly how it has been configured before starting with anything.

As much as PCS have been courteous and will try to facilitate with the version being installed when they are testing, the option to have the OS installed wasn't selected. They would be well within their rights to send out a system that had nothing on there at all.

The question during the configuration of the PC is which version of Windows will you install, not which version will you simply activate. The error, IMO, lies completely with yourself.

Just to add, I just checked the configurator and it doesn't differentiate between Home and Pro so there is no way of selecting what you suggested either. If you called up and told them to put such a note on your account then again, this would be a courtesy and nothing that would be expected of them. This is not a service you have paid for so I don't think the complaint is founded.

 

[royalmark]

Normally id agree with most of whats been said above. However there are several things to mention. I asked when i ordered if it was possible to have the system arrive without a OS, and was told it's not possible because it's needed for the time on the test bed. Which i fully understand. I realise they were not going to want to spend the time flushing the hard drive due to build time constraints.

I was also told that i wouldn't need to do a fresh install as the OS on my system would work with any genuine Windows 10 Key. Maybe this where i was naive but i took them at their word. This was before the pc had even arrived. One of the first things i did when they system arrived was check what was installed, what version of OS it was, what drivers had been installed and where they up to date. Everything looked good !! Confident in the information i had been given by PCS it didn't appear necessary to do what seemed a pointless and time wasting fresh install.

One of the commentators above mentions it wasn't a mistake by PCS installing Windows 10 Pro. The team member i talked to when i called PCS categorically admitted it was their error. He went into the build notes and checked what should have been on there, the internal build notes said Windows 10 home. All non OS systems should be built with windows 10 home. Because Home can be upgraded to any current version of Windows 10. the logical explanation being you can take any upgrade path but not downgrade. He admitted that hew had no idea how i'd ended up with Pro and it should not have happened.

I understand Mistakes happen. The PC is still a GREAT PC what annoys me is the promise that someone would call me and discuss the issue with me in a couple of days. 5 days later and i am still waiting, it's not what id call great customer service.

Still annoyed in Hampshire

 

[SpyderTracks]

I understand Mistakes happen. The PC is still a GREAT PC what annoys me is the promise that someone would call me and discuss the issue with me in a couple of days. 5 days later and i am still waiting, it's not what id call great customer service.

I get where you're coming from, but really and computer or laptop, the very first thing you do, even IF your ordered WITH an OS, is do a clean install, it's kind of standard.

Also, as you ordered without OS you won't receive any OS support.

 

[moosEh]

Normally id agree with most of whats been said above. However there are several things to mention. I asked when i ordered if it was possible to have the system arrive without a OS, and was told it's not possible because it's needed for the time on the test bed. Which i fully understand. I realise they were not going to want to spend the time flushing the hard drive due to build time constraints.

I was also told that i wouldn't need to do a fresh install as the OS on my system would work with any genuine Windows 10 Key. Maybe this where i was naive but i took them at their word. This was before the pc had even arrived. One of the first things i did when they system arrived was check what was installed, what version of OS it was, what drivers had been installed and where they up to date. Everything looked good !! Confident in the information i had been given by PCS it didn't appear necessary to do what seemed a pointless and time wasting fresh install.

One of the commentators above mentions it wasn't a mistake by PCS installing Windows 10 Pro. The team member i talked to when i called PCS categorically admitted it was their error. He went into the build notes and checked what should have been on there, the internal build notes said Windows 10 home. All non OS systems should be built with windows 10 home. Because Home can be upgraded to any current version of Windows 10. the logical explanation being you can take any upgrade path but not downgrade. He admitted that hew had no idea how i'd ended up with Pro and it should not have happened.

I understand Mistakes happen. The PC is still a GREAT PC what annoys me is the promise that someone would call me and discuss the issue with me in a couple of days. 5 days later and i am still waiting, it's not what id call great customer service.

Still annoyed in Hampshire

Hey @royalmark

First of all, my apologies for the issues and for not receiving a call when our Customer Care team said they would call you. Could I trouble you to PM me your order number so I can look into this further?

 

[ubuysa]

I think this is the biggest problem:

" I was also told that i wouldn't need to do a fresh install as the OS on my system would work with any genuine Windows 10 Key. Maybe this where i was naive but i took them at their word. This was before the pc had even arrived. One of the first things i did when they system arrived was check what was installed, what version of OS it was, what drivers had been installed and where they up to date. Everything looked good !! Confident in the information i had been given by PCS it didn't appear necessary to do what seemed a pointless and time wasting fresh install. "

The OP should not have been told that...they should have been told that it was a test version and would need a fresh install (maybe the CS person isn't aware of the test version limitations?)

This isn't the first time there's been issues as people order without Windows then find Windows on their system on arrival and assume that they can simply activate it. Not sure if PCS let people know that it is only a test version (either through a message in the account etc) but it might be something to look into when things settle down

I agree with everything you're saying here.

I would suggest that PCS should perhaps state somewhere (possibly in the Terms and Conditions) that if you order a build without an OS then anything stored on the drives on delivery should be considered to be garbage and should not be used.

I think it's unwise in the extreme to order a build without an OS and then expect to be able to activate whatever system happens to be on the drive on delivery. I believe that 'no OS' means that you must install your own.

 

[ubuysa]

I am wondering if maybe it could be added to the Compatibility screen when you click proceed....it already asks which operating system you will be using if you select the "no OS" option....perhaps a line like "Any Windows on the system is a test system and will require you to do a full fresh Windows install" could be added. I agree that selecting No OS should mean you install your own and maybe most realise that and plan to do that and then see the Windows already there and think it's not needed

Have have passed this suggestion (and mine above) to PCS via the moderators back-channel.

 

[cheese]

the very first thing you do, even IF your ordered WITH an OS, is do a clean install, it's kind of standard.

My new PC is arriving tomorrow and I didn't realise it was good practice to do a clean install of windows. Why is that the case? Also what are the consequences of not doing so?

I ordered my PC with windows 10 and I was hoping I would just be able to get away with just completing the initial windows setup as specified in an introduction email I received from PCS the other day.

 

[royalmark]

This is just my opinion. and i'm pretty sure i'm going to get a hard time for saying this. You shouldn't have to do a fresh install. You buy a pc from a reputable company so that everything is done for you. You pay your money, wait for it to arrive and all you should have to do is connect it up and Bob's your Mothers brother as they say. That's why YOU pay THEM to build it and set it up.

However as in my case sometimes things do go wrong. and doing a fresh install as soon as it arrives means the PC is setup how you want it. Any bloatware is deleted and you can check all your drivers are up to date. Some Posters here assume that everyone buying a pc has years of experience building and taking care of Hardware, and the disaster that can be Microsoft Windows, and that's just not the case for many people. The pc they have ordered from PCS is often their first pc. For people new to the environment having to do a fresh install can be quit intimidating. Getting it wrong means they end up with a brick they can't fix themselves. Although the modern install process is actually quite straight forward.

To Be clear. on the forums it does seem that most people think it's good practice to do a fresh install once your pc arrives. However if you buy your system with a copy of Windows you really shouldn't need too. After checking the PCS site i can't find anywhere where they, as a company say its required or even good practice.

Good luck with your new system.

 

[Haywire23z]

My new PC is arriving tomorrow and I didn't realise it was good practice to do a clean install of windows. Why is that the case? Also what are the consequences of not doing so?

I ordered my PC with windows 10 and I was hoping I would just be able to get away with just completing the initial windows setup as specified in an introduction email I received from PCS the other day.

I always choose to install my own retail version of Windows because that way I can install whilst disconnected from the internet (so they don't automatically install garbage onto my PC), and I can opt out of all the spyware. I assume it's something to do with this because you don't know what has been installed on your computer by the manufacturer.

 

[cheese]

Thank you for the replies. I think I will see how impatient I feel tomorrow but most likely I will just do the initial set up and be fine from there. I'm so excited!

 

[Deleted member 17413]

If you order with a OS you can, its when you order without one and you leave the test version on that you will have issues.
The reason why its still a good idea to do a fresh install is because the machine hasnt had any games or files etc loaded onto it and there may be a more current version available direct from Microsoft. Its just good practice.

 

[ubuysa]

This is just my opinion. and i'm pretty sure i'm going to get a hard time for saying this. You shouldn't have to do a fresh install. You buy a pc from a reputable company so that everything is done for you. You pay your money, wait for it to arrive and all you should have to do is connect it up and Bob's your Mothers brother as they say. That's why YOU pay THEM to build it and set it up.

However as in my case sometimes things do go wrong. and doing a fresh install as soon as it arrives means the PC is setup how you want it. Any bloatware is deleted and you can check all your drivers are up to date. Some Posters here assume that everyone buying a pc has years of experience building and taking care of Hardware, and the disaster that can be Microsoft Windows, and that's just not the case for many people. The pc they have ordered from PCS is often their first pc. For people new to the environment having to do a fresh install can be quit intimidating. Getting it wrong means they end up with a brick they can't fix themselves. Although the modern install process is actually quite straight forward.

To Be clear. on the forums it does seem that most people think it's good practice to do a fresh install once your pc arrives. However if you buy your system with a copy of Windows you really shouldn't need too. After checking the PCS site i can't find anywhere where they, as a company say its required or even good practice.

Good luck with your new system.

If you buy a copy of Windows with your build, PCS will fully install it and there is no need for you to to anything beyond plug it all in and run through the (one time) Windows setup (language, region, userid etc.). It will all be setup and ready to go.

BUT

If you choose to not buy an operating system with your build (you select no-OS) then of course you will have to install your own copy of Windows (or Linux or whatever). In theory the PC/laptop should arrive with empty disks, but it doesn't. PCS install an unactivated copy of Windows on there so that they can run their test software, and that operating system will still be on there when your PC arrives. You should not simply activate that Windows system with your product key and imagine you can save the effort of installing it yourself. You don't know how that OS was installed, you don't know whether it's complete, you don't know whether all drivers are there, you don't know how it's been configured - it would be madness to trust a system about which you know nothing, and that is why we advise people buying with no-OS to install their own system.

It goes without saying that if you want to use your own Windows product key (or digital license from another PC) and thus save the cost of buying Windows from PCS, then you must expect to have to install your own copy of Windows. If you aren't comfortable doing that yourself then this is not an option you should consider. There is no such thing as a free lunch.

I do know, though it's not for me to reveal any details, that PCS are looking into making this clearer to customers who choose to buy with no operating system.

 

[royalmark]

Again I'd like to make something clear. I had absolutely no issue with doing a fresh install of Windows. It was my choice to buy a system without an authenticated version of Windows installed. I own a retail copy of home. So there was absolutely no need for me to buy what amounts to an OEM license from PCS.

My annoyance was always about the bad information I was given directly from a member of PCS staff. Information from a second member of staff who admitted that a mistake had been made in the setting up of my machine. Then the promise of a phone call from a member of staff that hasn't happened yet.

 

[steaky360]

Again I'd like to make something clear. I had absolutely no issue with doing a fresh install of Windows. It was my choice to buy a system without an authenticated version of Windows installed. I own a retail copy of home. So there was absolutely no need for me to buy what amounts to an OEM license from PCS.

My annoyance was always about the bad information I was given directly from a member of PCS staff. Information from a second member of staff who admitted that a mistake had been made in the setting up of my machine. Then the promise of a phone call from a member of staff that hasn't happened yet.

Hi @royalmark not that you should have had too, but did you get back to @moosEh with your order number so he could escalate it for you?

 

[royalmark]

Yes thank you I have. if I haven't heard something by the end of today he said to message him again.