barlew
Godlike
So i place my order for a monstrous Vortex 3 5 days ago.
I also buy the fast track as I'm in the forces and i need this by a specific date.
Initially i was highly impressed my order went straight through within no time my system is being built and things are looking awesome.
2 working days pass and my order hasn't moved out of the in building phase and i'm starting to get a bit worried.
The morning of day 3 arrives and i'm now very worried so i give the guys at pcs a call.
First of all i have got to say i am seriously impressed with the customer service these guys give, in the course of my order i must have spoken to every member of the team in that office. A big thanks goes especially to Jack as he had to deliver the bad news and then put up with my s*** so sorry for that Jack.
So yes pcs answer the phone and take my order number first thing they say without me having to say a word was "oh yes that should of been sent out today ill get straight on that for you". So i'm put on hold and 3 minutes later i am told that the tech is having an issue with the ram compatibility with a new bios. The bios refused to recognise 16GB of the Kingston modules i ordered.
I'm told that the tech would be working on it all day so it would be ready for dispatch tommorow.
I'm thinking excellent it will still be here on time. They also refund my fast track money straight away.
So I give them a call the next morning yesterday to see what the crack was.
Again customer service is top notch and after a short spell on hold Jack (i think it was) came back and said that the technition was still working on the issue and he was working closely with the product manufacturers to get the bios sorted. I'm told that it should be sorted and it will be dispatched for a Saturday delivery free of charge.
Well i phone up this morning and Jack answers again. I am told that actually there has been a cock up with the new bios so the manufacturer had to fix it. The good news my laptop should be ready and is waiting to be finalised on Monday. The bad news i move on Monday. So to my shame i got a bit arsey with Jack.
So lets hope on Monday this issue is resolved as they have agreed to send it to a temporary address (if i'm still there) next week.
So my conclusion to this rather drawn out set of events is this.
PCS customer relations really are second to none they will do anything they can to help you and they do seem genuinely apologetic when things go wrong.
To be honest i don't have a huge issue with my laptop being late it is 100% bespoke so these things happen however in my professional opinion this should not have happened. I am genuinely surprised that they are rolling out a bios that hasn't been tested with all of their RAM/processor options. Simply for this reason.
I know bigger companies wouldn't dream of using a bios if it hadn't been tested for incompatibility issues.
That being said and done other companies do not give you any where near the bespoke service and it would probably just not be viable to test every combination of hardware that PCS sell. I think if they did it would probably seriously limit the customization service that we receive.
So yeh it sounds like a fairly negative experience but so far i really am impressed with the way PCS have handled this. No i havent got the outcome i would have liked however i don't think its the outcome PCS would have wanted either.
Eagerly awaiting my laptop and i really would recommend PCS to any of my mates.
I also buy the fast track as I'm in the forces and i need this by a specific date.
Initially i was highly impressed my order went straight through within no time my system is being built and things are looking awesome.
2 working days pass and my order hasn't moved out of the in building phase and i'm starting to get a bit worried.
The morning of day 3 arrives and i'm now very worried so i give the guys at pcs a call.
First of all i have got to say i am seriously impressed with the customer service these guys give, in the course of my order i must have spoken to every member of the team in that office. A big thanks goes especially to Jack as he had to deliver the bad news and then put up with my s*** so sorry for that Jack.
So yes pcs answer the phone and take my order number first thing they say without me having to say a word was "oh yes that should of been sent out today ill get straight on that for you". So i'm put on hold and 3 minutes later i am told that the tech is having an issue with the ram compatibility with a new bios. The bios refused to recognise 16GB of the Kingston modules i ordered.
I'm told that the tech would be working on it all day so it would be ready for dispatch tommorow.
I'm thinking excellent it will still be here on time. They also refund my fast track money straight away.
So I give them a call the next morning yesterday to see what the crack was.
Again customer service is top notch and after a short spell on hold Jack (i think it was) came back and said that the technition was still working on the issue and he was working closely with the product manufacturers to get the bios sorted. I'm told that it should be sorted and it will be dispatched for a Saturday delivery free of charge.
Well i phone up this morning and Jack answers again. I am told that actually there has been a cock up with the new bios so the manufacturer had to fix it. The good news my laptop should be ready and is waiting to be finalised on Monday. The bad news i move on Monday. So to my shame i got a bit arsey with Jack.
So lets hope on Monday this issue is resolved as they have agreed to send it to a temporary address (if i'm still there) next week.
So my conclusion to this rather drawn out set of events is this.
PCS customer relations really are second to none they will do anything they can to help you and they do seem genuinely apologetic when things go wrong.
To be honest i don't have a huge issue with my laptop being late it is 100% bespoke so these things happen however in my professional opinion this should not have happened. I am genuinely surprised that they are rolling out a bios that hasn't been tested with all of their RAM/processor options. Simply for this reason.
I know bigger companies wouldn't dream of using a bios if it hadn't been tested for incompatibility issues.
That being said and done other companies do not give you any where near the bespoke service and it would probably just not be viable to test every combination of hardware that PCS sell. I think if they did it would probably seriously limit the customization service that we receive.
So yeh it sounds like a fairly negative experience but so far i really am impressed with the way PCS have handled this. No i havent got the outcome i would have liked however i don't think its the outcome PCS would have wanted either.
Eagerly awaiting my laptop and i really would recommend PCS to any of my mates.
