Be warned Let down and hugely disapointed

[Mark0]

Ok so my pc from PCS is just over 3 months old, the other day my graphics card just blew up, the PC was sent back to PCS who in turn have told me the card blown and no good and needs replacing. Thats fine I thought untill they tell me they have stopped selling the GTX 580's and it will take a month to replace it. It is that or I can have the PC back without any card at all and use the on board graphics for a month hence having my pc back not fixed and only being able to have limited use from it. Ok so I call up and explain I will pay the extra for the next card up so it can be repaired , erm yeah you can im told but you will have to pay full whack for the replacement card and you will NOT be reimbursed for the faulty 580. So in effect I will have paid for two graphics cards , I may as well flush the warranty down the pan as its plainly useless.

I am also told I can pay the full price of a new card and they will send the burnt out gpu to the manufacturer and send the new one onto me hence then winding up with two graphics cards .... now this is almost funny if it wasn't so expensive.

So the Silver Warranty that I paid for clearly states "Goods found by us to be defective during the warranty period will be repaired or replaced with an item of an equal or better performance and equal or better value at the time a return" is basically a lie and if anyone experiences the same thing as I am is in for a shock if they think they can pay the extra for the something else if PCS don't stock the faulty item.

I must say its a great way of making money but a terrible way to keep custom, is it too much to ask to just fit a card you have in stock and for me to pay whatever extra it costs ??? ... really ???

PCS has gone right down in my estimation and I shall be passing on my poor experience to the many gaming pc sites that I use after I have received a call from a PCS manager

 

[Xoil]

Well if your computer wasn't looked after properly, e.g it choked on dust which caused it to blow PCS do not cover you for that.

Warranty 6.3

This warranty does not apply to any defect in the goods arising from fair wear and tear, wilful damage, accident, negligence by you or any third party (e.g. not using a surge protector), use otherwise than as recommended by us or the manufacturer (e.g. in an unventilated / hot or dusty environment), failure to follow the manufacturer's instructions, or any alteration or repair carried out without the manufacturer's approval.

 

[keynes]

Well if your computer wasn't looked after properly, e.g it choked on dust which caused it to blow PCS do not cover you for that.

Warranty 6.3

If the PC was sent back and they are willing to replace the gpu I would assume no negligence took place from the user. It is a difficult place to be but I would not say the warranty is useless since PCS is willing to replace the gpu.

 

[steaky360]

That is very sour news regarding your PC. From what you have said however PCS are not doing anything wrong. They have offered to repair/replace the damaged card for you, its just unfortunate (and out of their hands) that its going to take a month to do so.

They cannot be expected to keep stock of every card they have ever sold your expectation that they will just allow you to exchange your card for a better one when they can replace the original one is a bit harsh. If they could not fix the original card you sent in however I would agree with you, in this case though I'd say its a real shame its taking a month to sort out a replacement card.

 

[Mark0]

Well if your computer wasn't looked after properly, e.g it choked on dust which caused it to blow PCS do not cover you for that.

Warranty 6.3

Obviously you haven't had issues with PCS but hey some people do, it how they are dealt with that a company builds it reputation and the way this has been dealt with is poor oh and my pc was clean as a whistle inside, hoovered each of the 3 months ive had it so thanks but Warranty 6.3 does not apply here thx

 

[Xoil]

Obviously you haven't had issues with PCS but hey some people do, it how they are dealt with that a company builds it reputation and the way this has been dealt with is poor oh and my pc was clean as a whistle inside, hoovered each of the 3 months ive had it so thanks but Warranty 6.3 does not apply here thx

I have had 2 RMA's with my system and they both have come back fine so

 

[Jiyuu]

That's disconcerting to hear, Mark0. If I was in your situation I would expect them to replace it with a GPU they do have in stock (obviously one that is at least on par with the GTX 580) free of charge.

 

[Mark0]

That's disconcerting to hear, Mark0. If I was in your situation I would expect them to replace it with a GPU they do have in stock (obviously one that is at least on par with the GTX 580) free of charge.

This is my gripe, im happy for that or im happy to pay the extra for another card that might be more expensive but in stock, im certainly not willing to pay the full price of another card to replace the one that blew up effectively having to pay for two graphics cards.

 

[steaky360]

This is my gripe, im happy for that or im happy to pay the extra for another card that might be more expensive but in stock, im certainly not willing to pay the full price of another card to replace the one that blew up effectively having to pay for two graphics cards.

I realise a month is a long time to wait... but you could always wait and they will replace the card for you under the warranty.

Depending on what you are needing replaced a month isn't necessarily a long time, as I said above PCS cannot be expected to keep everything in stock at all times.

 

[Buzz]

UK Legislation states:

Repair or replacement of the goods

 
(1)If section 48A above applies, the buyer may require the seller—
(a)to repair the goods, or
(b)to replace the goods.

(2)If the buyer requires the seller to repair or replace the goods, the seller must—
(a)repair or, as the case may be, replace the goods within a reasonable time but without causing significant inconvenience to the buyer;
(b)bear any necessary costs incurred in doing so (including in particular the cost of any labour, materials or postage).

(3)The buyer must not require the seller to repair or, as the case may be, replace the goods if that remedy is—
(a)impossible, or
(b)disproportionate in comparison to the other of those remedies, or
(c)disproportionate in comparison to an appropriate reduction in the purchase price under paragraph (a), or rescission under paragraph (b), of section 48C(1) below.

(4)One remedy is disproportionate in comparison to the other if the one imposes costs on the seller which, in comparison to those imposed on him by the other, are unreasonable, taking into account—
(a)the value which the goods would have if they conformed to the contract of sale,
(b)the significance of the lack of conformity, and
(c)whether the other remedy could be effected without significant inconvenience to the buyer.

(5)Any question as to what is a reasonable time or significant inconvenience is to be determined by reference to—
(a)the nature of the goods, and
(b)the purpose for which the goods were acquired.


As sad as it is to say, as Id be furious in the same situation but not at PCS but more the makers of the GPU and or just life and down and out crappy luck. One month is not all that long a turn around for an RMA in the grand scale of things. A friend is waiting 3 months now and still waiting on his RMA external 3TB HDD.

Trust me I do understand your frustration at the situation as in the end all you did was buy some stuff. You want to get it and it do what it should. The sad part is this is not always the case and like other forum members have said no company can be expected to store spare stock for every comp they sell. Thats just not realistic. They agreed the card was blown and agreed to give you a new one. They are just not available to them right this moment. I feel your pain mate and it sucks but from your post and from experience along with the legalities of it all, Im afraid all you can really do now is wait. Hope ya get something sorted soon as the GPU could just pop up in stock sooner then the month. Maybe if PCS had a 2nd hand half decent card for the mean time or something. Either way, sry to hear of your bad luck.

Buzz

 

[PaulH]

This has hopefully been sorted now but I just need to clear things up here, and I must say I am dissapointed that this has even been posted on here - your RMA was delivered yesterday and has been looked at today for a start

When a PC comes back and is faulty, it is diagnosed, if the parts that is faulty is no longer made anymore, this has to be sent back to the manufacturer of the part for (and it is done in this order, it is not up to us but them) Repair (1st) Replacement (2nd) and if they cannot do either, a credit is given for the current market value of the card.

We cant just throw a card we have in stock into the PC, this would lead to us haveing a giant excess of stock, second hand cards, repaired cards, even replaced cards which we can no longer sell or do anything with as they are out of date.

In this particular case, as the PC was a few weeks old, a compromise has been made, however, in any other circumstance this will generally not happen, and this is the part i feel i have to stress, the wait for the replacement of the card is UP TO 4 weeks, i.e the maximum it can possibly take, we state this as we have to, it is generally completed much quicker.

So, to clarify, if a card can be replaced in a reasonable amount of time (i.e in any court of law that would normally mean 30 days) then it will be, if it cant, it will be replaced with something of equal or better performance.

Bad support? In my opinion not at all, if you can find me any other company that will just send you a new graphics card out when the old no longer made card can be repaired I will genuinely be flabbergasted.

Buzz's post above is also fantastic and is how 99.9% of any other companies would act - but you have taught me a valuable lesson here for which I thank you for.

 

[skr1]

This is clearly the ....Huston we have a problem...Difficult fault to resolve immediately (no parts in stock) It can be an art to find the common ground .. perhaps a little more thought on how to deal with a disappointment as in this case the customer who lost the use of his pride and joy may have brought the right result..
Only a thought I know it is impossible to please every one .

 

[skr1]

Sorry missed this---I am very pleased with the customer services of PCS.. keep up with the high standard

 

[ThomasM]

So the Silver Warranty that I paid for clearly states "Goods found by us to be defective during the warranty period will be repaired or replaced with an item of an equal or better performance and equal or better value at the time a return" is basically a lie and if anyone experiences the same thing as I am is in for a shock if they think they can pay the extra for the something else if PCS don't stock the faulty item.

As you said they offered you the same card that was blown up, it isnt PCS' fault and they were happy to give you a replacement as soon as they received said replacement.....Sound like you are just being far to impatient and are oblivious to how a business works if you think they will just give you a more expensive product when they are able to give you the one that you paid for.