Current wait times

[Insom]

Hello,

Just wondering if the current wait times on the website need updating to set customers expectations. When i placed an order the current ETA was 9-12 working days and this is my timescales:

Order placed 16-09-2010
Order confirmed in preproduction 21-09-2010
Note added to my order as "build date" 28-09-2010

Now the flow chart on the order page suggests that the current stage of my order "in building" would generally take 1-3 working days unless parts missing - and if parts are missing notes would be added to my account to reflect this (I have no notes on the account) and I'm now starting my 7th working day. I called PCS yesterday and spoke to a chap who sounded helpfull and advised "he would nip downstairs and speak to the guys and try and push my order".

I'm a little concerned about not understanding whats delayed my order and if all orders are running behind in a similar manner the link you have on the website could be misleading.

Any advice or suggestion from PCS staff would be appreciated.
*order placed under a different login incase and admin tries to search for it*

 

[Meds]

The reason for the longer than usual lead time between Building & Testing is due to a backlog in Testing as a result of an influx in orders over recent weeks. If there is stock issues with your order then you will have been informed and there would be "building note" on your order when you log into your account.

I hope you can understand that we will not and do not rush the Building & Testing of any PC just to get it out of the door quicker. We apologise for the delays with your order and aim to get it to you as soon as we possibly can.

 

[Insom]

Please dont take my post the wrong way I'm not complaining - I just think as a customer I would prefer to have my expectations set when placing orders over current delays - I was suggesting the link you have on orders (check delays or something) is updated. I only quoted my details to back up my reasoning for the request .

As i said i spoke to a helpfull chap I get that the "speak to them and push my order" is customer objection handling and buying the process more time to complete.

*edit* I also don't know what your call centre volumes are like but they may cause additional calls in that may not be needed if this delay time page was updated (potentially saving you guys cash and if you have any metrics regarding call satisfaction etc)