Impossible to get support

[Unhappy]

I spent 25 minutes listening to recorded messages having called with some fairly simple queries. I then tried chat but the man only wanted to sell me new products and could not provide support. I asked him to put me on to somebody who could help buthe said that he could not do so and suggested that I telephone. This is a scary loop and makes PCSpecialist computers look like a very bad buy. Any ideas?

 

[SpyderTracks]

I spent 25 minutes listening to recorded messages having called with some fairly simple queries. I then tried chat but the man only wanted to sell me new products and could not provide support. I asked him to put me on to somebody who could help buthe said that he could not do so and suggested that I telephone. This is a scary loop and makes PCSpecialist computers look like a very bad buy. Any ideas?

If you don’t mind, I’d like to forward your comment to a PCS admin? It would be good for them to hear this feedback.

 

[ubuysa]

I spent 25 minutes listening to recorded messages having called with some fairly simple queries. I then tried chat but the man only wanted to sell me new products and could not provide support. I asked him to put me on to somebody who could help buthe said that he could not do so and suggested that I telephone. This is a scary loop and makes PCSpecialist computers look like a very bad buy. Any ideas?

What day and time did you call?

 

[Unhappy]

The call was yesterday (6 March) about 45-60 minutes before I posted.

I will ask my two questions separately to see whether teh community can help.

Thanks

 

[moosEh]

Hey @Unhappy I am sorry to hear about this, I have forwarded this to the Customer Care team to get back to you on but I thought I would at least give you a response to let you know someone has looked at this.

I would also however like to clarify this part.

I then tried chat but the man only wanted to sell me new products and could not provide support. I asked him to put me on to somebody who could help buthe said that he could not do so and suggested that I telephone.

The adviser you dealt with on Livechat is unable to assist with support queries as the Customer Care team normally multitask being on the phones and Livechat (with a few chats) or email service. This means they are unable to provide technical support on the Livechat medium as they wouldn't be able to reply quickly enough and provide a good enough service.

This is why the first Livechat pop up is the below

Hi! We are here to help you with any sales advice. If you have a technical question then please give us a call on 0333 011 7000 or send us an email to [email protected].

 

[Unhappy]

Thanks for that. Livechat person did his best but had no means of contacting or putting me in touch with anyone more senior or better able to help, which seemed odd.

 

[ubuysa]

Thanks for that. Livechat person did his best but had no means of contacting or putting me in touch with anyone more senior or better able to help, which seemed odd.

I don't know what time tech support work until but you called after 5pm on a Friday. Perhaps they'd gone home for the weekend?

 

[Unhappy]

Call was early afternoon. I have just had a call from PCSpecialist and supervisor confirmed that yesterday they faced "a perfect storm" of calls.

 

[Smoggyuk]

I appreciate you taking the call with me this morning and for discussing the matter with myself. I have left you a courtesy email and if you require technical assistance in the future or anything else you're more than welcome to email me directly and ask for a call. I assure you that the wait time on the phone yesterday was a rarity for the team and we will work to improve on this system in the future.