Credit where its due.

[barlew]

As some of you know i have had a difficult time with PCS over the years, i am not going to re-post the story as its been done to death and that's not the purpose of this post.

If anyone really wants to read it they can find it in my post history.

My experience culminated in lodging an official complaint with PCS last week which with the help of MOOSEH finally got resolved and i received an official response at 2330 last night.

Firstly i would like to thank MOOSEH for getting involved and showing genuine care for the customer. I would also like to thank Mustafa from the customer care team who was exceptional.

So the outcome of the complaint was this, PCS have accepted full responsibility for the poor experience i have received and have apologised. The returns manager has been notified of the quality of service i received and i would hope will use that to review what went wrong so that it doesn't happen to any one else.

PCS have agreed to refund the £35 for my latest RMA and they have agreed to upgrade my laptop to the highest level of warranty for that laptop (which i presume is Platinum but i need to query).
These are two things that i asked for so thank you for that PCS.

In order to retain me as a customer PCS have also gone further and given me something i did not ask for. If i do purchase a laptop from them in the future they are going to automatically upgrade it to the Gold warranty for me. This has changed my opinion on using PCS again as my main concern was the expense of the hardware and the fragility i had seen in the products i received.

The support i received yesterday was above and beyond what i was expecting and does represent what the vast majority of people on this forum describe the PCS customer experience to be like. I feel that the majority of my goodwill towards this company has been restored and i will be using them in the future when it is time to upgrade my laptop again. I would also recommend them to anyone looking for a new laptop.

 

[ubuysa]

I publicly and humbly apologise for ever doubting you. And thank you for posting the resolutions to your problems.

 

[barlew]

I publicly and humbly apologise for ever doubting you. And thank you for posting the resolutions to your problems.

I appreciate that Ubuysa, thank you.

 

[SpyderTracks]

As some of you know i have had a difficult time with PCS over the years, i am not going to re-post the story as its been done to death and that's not the purpose of this post.

If anyone really wants to read it they can find it in my post history.

My experience culminated in lodging an official complaint with PCS last week which with the help of MOOSEH finally got resolved and i received an official response at 2330 last night.

Firstly i would like to thank MOOSEH for getting involved and showing genuine care for the customer. I would also like to thank Mustafa from the customer care team who was exceptional.

So the outcome of the complaint was this, PCS have accepted full responsibility for the poor experience i have received and have apologised. The returns manager has been notified of the quality of service i received and i would help will use that to review what went wrong so that it doesn't happen to any one else.

PCS have agreed to refund the £35 for my latest RMA and they have agreed to upgrade my laptop to the highest level of warranty for that laptop (which i presume is Platinum but i need to query).
These are two things that i asked for so thank you for that PCS.

In order to retain me as a customer PCS have also gone further and given me something i did not ask for. If i do purchase a laptop from them in the future they are going to automatically upgrade it to the Gold warranty for me. This has changed my opinion on using PCS again as my main concern was the expense of the hardware and the fragility i had seen in the products i received.

The support i received yesterday was above and beyond what i was expecting and does represent what the vast majority of people on this forum describe the PCS customer experience to be like. I feel that the majority of my goodwill towards this company has been restored and i will be using them in the future when it is time to upgrade my laptop again. I would also recommend them to anyone looking for a new laptop.

I'm so pleased that PCS response has lived up to my expectations, it's a shame it took a complaint to resolve, but IMHO, the attention you've received at this point is what I have seen generally as the norm, not the exception.

I don't know how you were so abandoned on consecutive orders and RMA's but I hold good faith that not only will you be held in good service going forward as you should have been from the start, but (in some ways more importantly) I have no doubt that PCS will do a thorough investigation into how this happened in the first place to prevent a reoccurance in the future.

I also hold my hands up, as in retrospect, I missed out on an opportunity to raise your case to PCS directly after your last RMA's issues. I realise this is something you were perfectly capable of doing yourself, but as a moderator, I should have taken the opportunity also to raise the pattern with PCS, and that is something I will be considering in future.

I would also congratulate you on the way you've handled the issues, you've always remained level headed, and I think PCS reaction is greatly attributed to the way in which you've raised the issues.

I'm just so pleased that you feel heard and are satisfied with PCS offer going forwards

 

[barlew]

I'm so pleased that PCS response has lived up to my expectations, it's a shame it took a complaint to resolve, but IMHO, the attention you've received at this point is what I have seen generally as the norm, not the exception.

I don't know how you were so abandoned on consecutive orders and RMA's but I hold good faith that not only will you be held in good service going forward as you should have been from the start, but (in some ways more importantly) I have no doubt that PCS will do a thorough investigation into how this happened in the first place to prevent a reoccurance in the future.

I also hold my hands up, as in retrospect, I missed out on an opportunity to raise your case to PCS directly after your last RMA's issues. I realise this is something you were perfectly capable of doing yourself, but as a moderator, I should have taken the opportunity also to raise the pattern with PCS, and that is something I will be considering in future.

I would also congratulate you on the way you've handled the issues, you've always remained level headed, and I think PCS reaction is greatly attributed to the way in which you've raised the issues.

I'm just so pleased that you feel heard and are satisfied with PCS offer going forwards

Thanks spider i appreciate that. I know i have said it before but you have provided excellent support and advice throughout this story so thanks again!