Huge disappointment!!

[Dogman]

It was a new pc to start with! I only had at my home long enough to establish there was a problem but during that time I had the problem twice!
The computer did not switch on for hours and only came on when stripping off peripherals. Then it would not switch off until the optical drive came into play.
if I had bought an audio system or an iPad that did not work it would not have been unusual for it to have been replaced.What
would have been unusual would be to hand it over for repairs!!!
I am pleased that PCs are determined to solve the problem for me.
There are no faults on the electrical system that I can see. It is a modern system with rcd and mcb protection. Nothing has tripped! I also have surge protection on the computer circuit.Prior to receiving this system my previous computer worked with no probs and I have brought it back on line as I am computer less and it is working beautifully with exactly the same peripherals .

 

[Dogman]

Update!!!!!
Copy of recent email from Pcs which may shed some light on the shutting down difficulties but not the starting up issue which occurred before Windows was even set up
'After your discussion with the Customer Care team and after the RMA manager looking at your system, we noticed a slight error within the windows logs. It eluded to the fact that your system was entering sleep mode and sometimes the fast boot shutdown, rather than shutting down properly. We would have been able to correct this with either OS settings changes or a reinstall of the OS but this does not explain your original fault with the system. With this in mind we will be conducting a core rebuild of your system. This will mean that all components except for the case will be replaced to rule out hardware and current software faults'.

 

[ubuysa]

Good news. You don't get after sales service like that with many (any?) other builders - this is why we buy from PCS.

 

[Stephen M]

Pleased to hear that it is being sorted and I hope all goes well.

Totally agree with Ubuysa's post, not sure of anywhere you would get comparable service and it is usually a lot worse. A friend had a lot of problems with a PC World/Currys machine, the main one being the drive was corrupt/faulty. They refused to believe this and kept trying to reinstall Windows. Eventually I went to the store with him and we wasted a lot of time with some junior nincompoop before managing to get his line manager to see us. When I stated it was a drive problem and had evidence, they tried to claim that the machine had been opened and thus the warranty voided. My response was that GParted is loaded from a USB stick and will provide information on the drive without having to open the machine up. At that point he became a little contrite and luckily my friend was given a replacement drive that worked.

My friend has also decided that his next laptop will be a PCS one.

 

[Dogman]

I agree with you all!
PCS have shown willingness right from the start to solve the problems and their rebuild solution has come sooner rather than later. This is to their credit and shows the quality of their customer service.
Customer service in general out there is atrocious and you can’t help gearing up for a fight when you have a problem with a product or service. It makes a refreshing change to deal with a company who has ‘old fashioned ‘ ideals about customer service and actually has a proactive attitude to resolving the problem to the customer’s satisfaction! What a relief !

 

[moosEh]

I agree with you all!
PCS have shown willingness right from the start to solve the problems and their rebuild solution has come sooner rather than later. This is to their credit and shows the quality of their customer service.
Customer service in general out there is atrocious and you can’t help gearing up for a fight when you have a problem with a product or service. It makes a refreshing change to deal with a company who has ‘old fashioned ‘ ideals about customer service and actually has a proactive attitude to resolving the problem to the customer’s satisfaction! What a relief !

Glad we have been able to assist you in this matter and that the email update helped clarify matters.

 

[SpyderTracks]

Well done PCS and really good news for the OP, really pleased it's being sorted so thoroughly.... I wouldn't expect anything less from PCS

 

[Dogman]

Still not resolved!!!!!!!!
Received my ‘repaired’ computer today and with some trepidation I plugged it in.
Bingo it started up ..... led’s on, fans on BUT nothing on monitor . Black screen with a lonely cursor top left of screen.
Powered down ..... worked! Restarted and got a message ‘Restart and Select Proper Boot Device or Insert Boot Media in Selected Boot Device and Press a Key’
Talked to PCS and it would appear the computer could not find the drive with the OS. I tried several restarts but could not get F8 or F2 to respond to check boot priority.
To cut a long story short I eventually accessed F2 and could look at the pictorial BIOS.
Boot priority
1. Windows Boot Manager (ADATA SX6000 PNP)
2. UEFI PXE IP4 Realtech PCIe..............
3. UEFI PXE IP6 Realtech PCIe...............
4.ADATA SX6000 PNP
5. SATA6G DVD
Moved ADATA SX6000 to 1 black screen
Moved ADATA SX6000 to 2
Also moved Windows Boot Manager back to to 1
This time it started up.
no sign of the HDD?
Try tomorrow and see whether the problem has gone.
Wouldn’t you think testing would include whether the operating system would start up？？？？

 

[moosEh]

Hello Dogman,

I am sorry to see you are having issues still with the system after the recent return.

Wouldn’t you think testing would include whether the operating system would start up？？？？

I can confirm it was working (within windows) before the system was sysprepped and packed up as I inspected it myself.

no sign of the HDD?

The HDD was present during the last part of the QC as picked up the following.

---Hard Drive Size,Manufacturer---
ADATA SX6000PNP
ST1000DM010

---Hard Drive Letters---
Total Drive Letters: 2
Total Drives: 2

It would not show up in the boot menu with UEFI boot as there is no bootable media on the HDD. The HDD will show up in BIOS under the Advanced Mode>Advanced Tab>PCH Storage Configuration.

1. Windows Boot Manager (ADATA SX6000 PNP)

This is the windows partition so it should boot to this without any issue, please let us know if you still have issues today. Although I am not in the office long today the Customer Care Team will be in 9-5.

 

[ubuysa]

Still not resolved!!!!!!!!
Received my ‘repaired’ computer today and with some trepidation I plugged it in.
Bingo it started up ..... led’s on, fans on BUT nothing on monitor . Black screen with a lonely cursor top left of screen.
Powered down ..... worked! Restarted and got a message ‘Restart and Select Proper Boot Device or Insert Boot Media in Selected Boot Device and Press a Key’
Talked to PCS and it would appear the computer could not find the drive with the OS. I tried several restarts but could not get F8 or F2 to respond to check boot priority.

It's not unusual for components to work their way loose in transit. It shouldn't happen, but it does. In your position I would be popping RAM cards out and making sure they're properly re-seated. I'd do the same for all PCIe cards too, especially the graphics card, make sure they're all properly seated. I'd even remove and replace the M.2 SSD as well. ***Wear an ESD strap when you do this!***

I'd also check all connectors to make sure they are still fully home and haven't moved in transit.

To cut a long story short I eventually accessed F2 and could look at the pictorial BIOS.
Boot priority
1. Windows Boot Manager (ADATA SX6000 PNP)
2. UEFI PXE IP4 Realtech PCIe..............
3. UEFI PXE IP6 Realtech PCIe...............
4.ADATA SX6000 PNP
5. SATA6G DVD

That's exactly as it should be, you want the Windows Boot Manager first in that list.

Moved ADATA SX6000 to 1 black screen
Moved ADATA SX6000 to 2
Also moved Windows Boot Manager back to to 1
This time it started up.

Changing the boot order was unnecessary, it will only boot into Windows with the Windows Boot Manager first in that list.

no sign of the HDD?

That's because it's a brand new and unformatted drive. As moosEh has said you will find it elsewhere in the BIOS. Windows won't be able to see it until you create a partition on there and format it. Go into Disk Management, find the HDD, create a simple volume and format it as NTFS. This is normal practice with a secondary HDD in a new build.

Try tomorrow and see whether the problem has gone.
Wouldn’t you think testing would include whether the operating system would start up？？？？

I'm quite sure that it did, and moosEh has confirmed that it did. That it worked at PCS and appears not to work now leaves only two possibilities:

1. Something has moved or come loose in transit

2. There is some environmental issue at your home

Later Addition: Will it boot the Windows installation media reliably (ie. every time)??

And still later addition: You're testing the PC as it came back from PCS, yes? No externally attached devices at all and nothing installed internally either?

And a much later addition: On first boot the initial Windows setup (region, language, userid, etc. etc.) would have auto-started and clearly that process failed (as it does on rare occasions). It's not impossible that the failure of the initial setup somehow stopped Windows from booting. Are you up for doing a clean reinstall of Windows from the bootable installation media? A fully clean install (deleting existing partitions) will demonstrate very clearly whether the problem is with Windows. I note too that you don't mention any POST boots on power-on? That would suggest the hardware is likely to be good.

 

[Dogman]

Morning guys. Well the computer booted up this morning without any issues and I hope that is the end of the saga!!!

Talked to PCS and it would appear the computer could not find the drive with the OS.

I was instructed to check the boot priority and move ADATA 6000SX to number 1 (it was at position 4) This did not work so I unilaterally moved it to number 2 and left Windows Boot Manager at number 1. This seems to have worked at the moment as I am typing this on the new computer. My confidence is at an all time low so I will keep my fingers crossed.

Changing the boot order was unnecessary, it will only boot into Windows with the Windows Boot Manager first in that list.

Not according to PCS as all I had was a totally black screen and altering the order has produced results!

That's because it's a brand new and unformatted drive. As moosEh has said you will find it elsewhere in the BIOS. Windows won't be able to see it until you create a partition on there and format it. Go into Disk Management, find the HDD, create a simple volume and format it as NTFS. This is normal practice with a secondary HDD in a new build.

Are PCS builds aimed at a market of self builders and other knowledgable guys???????
Ordinary Joes like me order the computer and expect it to work straight out of the box. How the hell am I supposed to know about formatting an HDD. There is no instruction or advice in the Welcome booklet on how to do this or any hint that it is necessary.

**Wear an ESD strap when you do this!***

Is this something else I am supposed to know about????
I have removed the Ram and replaced and checked all connections right at the beginning.

And still later addition: You're testing the P{C as it came back from PCS, yes? No externally attached devices at all and nothing installed internally either?

Yes there are only three wires into the computer. Power, Lan, Monitor together with a dongle for the wireless mouse/keyboard

2. There is some environmental issue at your home

What environmental issue are you thinking.
It is in the same environment as my previous computer which works absolutely fine
It is connected into a 13amp ring main which is mcb/rcd protected via a Belkin surge protecting strip
The Openreach master socket is 6feet away and the router is inches away. If it is environmental it only affects this PCS computer!
I appreciate the help but I am getting totally p........ off!!!!!!!! Sorry if I am coming across a bit bad tempered.
I have no knowledge of the internal workings of computers. I am totally out of my depth when it comes to anything other than using the computer for the purpose for which it was intended. This is my first windows 10 machine so I am not even familiar with the operating system.
As for reliability .....time will tell. Booted up and powered down 4 times this morning so far.
Hope to talk to PCS next week with regards to an 'escalation' on this issue as they have indicated they might need it back again.
I am sorry but something is wrong if a new build can be supplied to a customer twice and will not function without intervention. What if I was not on the forum and didn't have the benefit of talking to you guys?

 

[Dogman]

And a much later addition: On first boot the initial Windows setup (region, language, userid, etc. etc.) would have auto-started and clearly that process failed (as it does on rare occasions). It's not impossible that the failure of the initial setup somehow stopped Windows from booting. Are you up for doing a clean reinstall of Windows from the bootable installation media? A fully clean install (deleting existing partitions) will demonstrate very clearly whether the problem is with Windows. I note too that you don't mention any POST boots on power-on? That would suggest the hardware is likely to be good

Mate!!!!!! you could be talking Swahili.
Thanks for the suggestion but no! I don't pay nearly a £1000 for a new computer and then start pulling it to bits whether it is hardware or software.
Things seem OK at present so I am hoping it will stay that way as I start transferring data and connecting other devices.

 

[ubuysa]

Mate!!!!!! you could be talking Swahili.
Thanks for the suggestion but no! I don't pay nearly a £1000 for a new computer and then start pulling it to bits whether it is hardware or software.
Things seem OK at present so I am hoping it will stay that way as I start transferring data and connecting other devices.

I appreciate your frustration but, in the first place PCS are a custom builder not a high street retailer, so the level of technical knowledge of PCS's customers is generally quite high. PCS have an open case policy, which is as rare as hen's teeth in this business, principally because they know that their main customer base is not only more than averagely technical but because their customer base wants to be able to upgrade or add components themselves. In the second place, the very first bit of software you run with any new PC is Microsoft's setup tool (it's called the Out Of Box Experience or OOBE) and from what you seem to be describing now it would appear that this tool (which is nothing to do with PCS) may have failed. That shouldn't happen but there have been a handful of people who have had problems with this Microsoft tool on here. I'm told that the OOBE these days is much more resilient but in your position I would be doing a clean install of Windows from bootable media to be sure I had a stable and reliable system.

It is extraordinary in the extreme that you have been shipped two new PCs, where only the case was common, and where both PCs were tested and working perfectly when they left PCS but where you seem to have had issues with both of them. It's possible that components came loose in transit, it happens on rare occasions, but on two PCs to the same customer? Perhaps you live at the end of a very bumpy road?

 

[Dogman]

Well what can I say?
PCS have bent over backwards to help me and they have assured me that all new builds are made to be fit for purpose straight out of the box. I should not have to do anything other than plug it in and switch it on and use it. The Welcome booklet that comes with the computer is clearly aimed at a novice user with the basic instructions .
I don’t regard my purchase as a box of bits to be reassembled on receipt.
By the way the HDD was fully formatted and ready to go. PCS told me they would not send the build out with that sort of thing left for the customer to do.
If the ‘custom build’ is for the more technically minded and not for retail sales this should be made clear from the start. But I don’t think this is the case. PCS supply computers to PC World so they must know what is required .
I have had a long conversation with a PCS representative today with a follow up next week.
He checked the functionality of the build and did not suggest a Windows re- install. I would not do anything like that without their agreement. I will put your points to them when I next speak and we will see. It has been left that it is effectively on test here for a few days and see if there is any issues.
I would be interested in Mooseh’s comments when he reads this.

 

[ubuysa]

Well what can I say?
PCS have bent over backwards to help me and they have assured me that all new builds are made to be fit for purpose straight out of the box. I should not have to do anything other than plug it in and switch it on and use it. The Welcome booklet that comes with the computer is clearly aimed at a novice user with the basic instructions .
I don’t regard my purchase as a box of bits to be reassembled on receipt.
By the way the HDD was fully formatted and ready to go. PCS told me they would not send the build out with that sort of thing left for the customer to do.
If the ‘custom build’ is for the more technically minded and not for retail sales this should be made clear from the start. But I don’t think this is the case. PCS supply computers to PC World so they must know what is required .
I have had a long conversation with a PCS representative today with a follow up next week.
He checked the functionality of the build and did not suggest a Windows re- install. I would not do anything like that without their agreement. I will put your points to them when I next speak and we will see. It has been left that it is effectively on test here for a few days and see if there is any issues.
I would be interested in Mooseh’s comments when he reads this.

Best of luck with it then. I'll leave you to it.

 

[Dogman]

Thank you Ubusa.
I have gathered that there are some very clever guys that PCS can satisfy at a different level than the rest of us. That is apparent by the posts on this forum which are impressive to say the least. It is a credit to you that you spend your time to help others.
You have to understand that not all PCS customers are like that.
I have skills that you would struggle with if you were placed in my field.
PCS IS A RETAIL OUTLET and as such have obligations under consumer law. In addition to custom builds they market ready builds from their website and to other retailers
PCS fully understand their obligations which has been obvious by their marvellous attitude towards me and my issues.
You have made this reinstall suggestion for which I thank you but you have said that you have nothing to do with PCS so I must talk to them about it.
I have been on a long bumpy road with this computer but not the sort that rattles stuff loose.
On both these builds there has not been anything loose either here or when returned.
I hope I haven’t upset you by stating the case for the less than average technical.
I still love you man and think you do a great job.

 

[ubuysa]

Thanks for telling me what PCS is and what their customer base is too. I've only been on here for 6 years and I obviously didn't pick up on any of that. [emoji849]

 

[Dogman]

I’ve obviously touched a nerve. Sorry about that!