Getting ignored by customer service

[Buzz]

OK, we getting lost here i think.

I am not unreasonable, i understand problems occur and am happy with the free upgrade that was offered to me due to the 3 chassis becoming end of life. It works both ways, i get something slightly better and PCS keeps an order that could be in jeopardy.

My rant over live chat may be a little excessive, yes i can ring/email if needed but as stated i prefer livechat and did get a little annoyed when told that was the least important line of support for anyone.

I have been made promises, it's as simple as that. If i wasn't advised delivery would be this week it's extremely likely i would not be here moaning now and would be more patient. I have only tried to contact support because there is a post here somewhere from an employee stating the chassis' are in stock and orders are getting fulfilled as fast as possible. When i try to fast track the order it tells me the matte screens are out of stock and i only want to know if i change it to glossy would this speed up production.

Coming to this forum i can only expect backlash from happy customers defending the company, it's the way the internet works. The downside is the more attention this generates the more likely a new customer is unlikely to order a PC from the company so it does work both ways..

As said earlier if i was honestly informed of all the facts then i *possibly* would have gone elsewhere. The only thing keeping this order live is indeed the fact that PCS offer a service that i could not find anywhere else for the money and that is a bespke laptop made to how i want it, but having 80% of the perfect package doesn't always guarantee a sale in my eyes.

Hello iPHAILZ

Just wanted to add my 5 cents worth. I dont personally think you are getting a backlash from people defending the company. Very few people here have any loyalties either way, and are just speaking from experience and own personal knowledge. If more people are sticking up for PCs then it is because they have provided more people then not with a good well rounded service.

A good company will make the customers happy but as we all know not everyone will be happy all the time. This is just life. Stuff happens. Things go out of stock, someone says something to wind you up, you cant get through on line etc etc etc. All things understandably annoying perhaps but is it also understandable that the said company also has a minor issue here or there, be it extra busy and have less man power for live chat, or get let down on an order or what ever the case maybe and I say minor as for me personally, If no one ans after ten minutes ill try another way. It would become less a minor issue then if I could not get through by any other means. I also prefer not to have to talk on the phone, but if I must then I must because at the end of the day its my order, and its me who is looking for information on where my computer stands. Hope you get it sorted either way. IMO also 80% is pretty good. I really dont know many places that would be better then 80 odd % in my eyes. Due to so many contributing factors. Stuff just happens. That's life, that's what people say. You're riding high in April, Shot down in May. But I know I'm gonna change their tune, When I'm right back on top in June.

 

[PCS]

I'd like to cancel my order please if this is any indication of what is to come with PCS customer service.

Laptop ordered on the 22nd of August and still in pre-production. Various promises of everything now being in stock and delivery this week and my order still stays at pre-production. It is now very nearly at the end of business on a Wednesday and i have been trying to contact PCS for 2 days and keep getting ignored.

We're very sorry about the delay with your order, it was due to the Optimus III changing over to the Optimus IV and we will complete it as quickly as possible. Production wise we are extremely busy at present due to an influx of orders but we have now taken on more staff to help increase our production levels.

As for contacting us we are replying to emails send through your online messaging system in <24 hours and phone calls are being answered straight away in most instances. As stated before you can check how busy our phone lines are before calling: http://www.pcspecialist.co.uk/call-waiting/

Live support occasionally does get neglected if our phones are busy because we have a finite number of staff and a varying number of phone calls. We prioritise phone calls over live support to ensure all calls are aswered as quickly as possible.

 

[iPHAILZ]

OK,

Rang up yesterday and to be fair got a fairly quick response.

Just for the record he went to the production team and advised it was next in the list and status would start updating either yesterday or today for delivery Monday. If that's the case then I'm happy and retract my rant earlier on in the week.

Out of interest if anyone official is reading this do DPD do delivery on a Saturday? Only reason i ask is i am working Monday night and will need to sleep through the day...no big deal, i will even pay if i have to as long as it's not a ridiculous price.

 

[Rakk]

Out of interest if anyone official is reading this do DPD do delivery on a Saturday? Only reason i ask is i am working Monday night and will need to sleep through the day...no big deal, i will even pay if i have to as long as it's not a ridiculous price.

Yes, they will deliver on Saturday as long as you pay for Saturday delivery (which I think is £19).

Edit: I'm not official or anything and don't work for PCS, but Saturday delivery is one of the configurator options and I know DPD deliver on Saturdays

 

[steaky360]

I had my rig delivered on a Saturday If you have selected it on the configurator then it will be delivered on Saturday for ya

 

[iPHAILZ]

Thanks guys

Got to pop into work for an hour this morning but will probably ring later to see if this can be arranged.

 

[Lukey148]

I'm currently in the same situation and My mum was informed that it would hopefully be dispatched on tuesday/wednesday next week but I highly doubt that as it's still at pre production (Confirmed payment on 20th). If it doesn't make it before the 15th/16th I will have to change the delivery address because I'm going to university and I will expect 5000 more delays because of that.

 

[steaky360]

I'm currently in the same situation and My mum was informed that it would hopefully be dispatched on tuesday/wednesday next week but I highly doubt that as it's still at pre production (Confirmed payment on 20th). If it doesn't make it before the 15th/16th I will have to change the delivery address because I'm going to university and I will expect 5000 more delays because of that.

PCS customer services will be able to sort that out for you easily, best to let them know the crack earlier rather than later though. They will issue a ticket on your order explaining the situation. Although a slightly different scenario I have just had to do something similar myself regarding a recent RMA. I won't be available to receive it for a week so I asked them to delay posting it. Not a problem they say

 

[iPHAILZ]

Just had it delivered and there is a horizontal line going all the way through the screen, like the screen has been folded will this need to go back?



Oh, and the laptop cooler didn't turn up either...LOL

 

[iPHAILZ]

Very quickly and efficiently dealt with by customer services in 10 minutes, screen will be fixed or replaced.

Can't complain about that, good job.

 

[PCRepair]

Please accept our apologies. This has been booked in to be returned and we will get it back to you as quickly as possible. As for the cooling panel, we are currently awaiting stock to arrive and it will be sent out to you as soon as we have it.