NO RESPONSE after receipt of one damaged and one missing PC

M

Michelle

Member
I have literally just received one of the two PCs from our order, absolutely no seal on the box, which is ripped and falling apart, and no mention of the whereabouts of the second PC in the same order.
I am speechless at the condition of the delivery -
I am not willing to risk even setting this PC up, arrived upside down, with box wide open, no protection for a PC of this value, and no closure on the box. See photos attached. Upon further inspection, the case is broken a panel is off, and bits of broken plastic are lying in the bottom of the ripped cardboard box, which itself is huge, ripped and too light for any protection for any electronics.
This is a purchase for a registered charity and the receipt condition and complete lack of packaging for safety is an abomination for customers.
One OC received damaged, one PC not received or accounted for at all - notified PCSpecialist within minutes of receiving the ripped and open box, sat on a phone line for ages to be able to get through, and 5 hours later, still have no communication at all. BUYER BEWARE - our invoice totalled over £2800 - and we still have not received a response. Images of broken PC and state of packaging have all been emailed to PCSpecialist. As a registered charity, we need a response and a resolution to a badly damaged PC and a missing PC - please respond.
 
ubuysa

ubuysa

The BSOD Doctor
Michelle said:
I have literally just received one of the two PCs from our order, absolutely no seal on the box, which is ripped and falling apart, and no mention of the whereabouts of the second PC in the same order.
I am speechless at the condition of the delivery -
I am not willing to risk even setting this PC up, arrived upside down, with box wide open, no protection for a PC of this value, and no closure on the box. See photos attached. Upon further inspection, the case is broken a panel is off, and bits of broken plastic are lying in the bottom of the ripped cardboard box, which itself is huge, ripped and too light for any protection for any electronics.
This is a purchase for a registered charity and the receipt condition and complete lack of packaging for safety is an abomination for customers.
One OC received damaged, one PC not received or accounted for at all - notified PCSpecialist within minutes of receiving the ripped and open box, sat on a phone line for ages to be able to get through, and 5 hours later, still have no communication at all. BUYER BEWARE - our invoice totalled over £2800 - and we still have not received a response. Images of broken PC and state of packaging have all been emailed to PCSpecialist. As a registered charity, we need a response and a resolution to a badly damaged PC and a missing PC - please respond.
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Oh that's terrible news. Which courier company delivered it? Was someone there to receive it or was it just left somewhere?

You might try Live Chat, they're only setup for sales queries but this is so serious they may be able to get the right people to contact you.

This is not normal and I'm quite certain that PCS will rectify this disaster for you.
 
AgentCooper

AgentCooper

At Least I Have Chicken
Moderator
Firstly, very sorry to hear that you’ve had a poor experience. Unfortunately, the forum is not an official support channel, the moderators are all volunteers, staff do drop in from time to time but I’m afraid you will have to persist with your phone call or the email address from the main website.

Having said that, I would suggest that the problem actually lies with the courier who delivered it to you in this state. I don’t believe that PCS would ever let it leave the depot in that condition. My advice would be to take pictures of the damage and attach them to an email to PC Specialist including details of the courier company who delivered it to you in this condition. I’m positive they’d take appropriate steps to assist you.
 
M

Michelle

Member
ubuysa said:
Oh that's terrible news. Which courier company delivered it? Was someone there to receive it or was it just left somewhere?

You might try Live Chat, they're only setup for sales queries but this is so serious they may be able to get the right people to contact you.

This is not normal and I'm quite certain that PCS will rectify this disaster for you.
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HI - received literally as the courier set it down on the drive, not left anywhere at all. The packaging is completely inadequate, no mention of the second PC and damage to the first one. We have emailed PC Specialist 5 hours ago and are still awaiting a response. NOT GOOD ENOUGH with this amount of a spend, and to have no reply, no reassurance of a replacement, and no knowledge where the second PC is from the order is simply disgraceful customer service.
 
M

Michelle

Member
AgentCooper said:
Firstly, very sorry to hear that you’ve had a poor experience. Unfortunately, the forum is not an official support channel, the moderators are all volunteers, staff do drop in from time to time but I’m afraid you will have to persist with your phone call or the email address from the main website.

Having said that, I would suggest that the problem actually lies with the courier who delivered it to you in this state. I don’t believe that PCS would ever let it leave the depot in that condition. My advice would be to take pictures of the damage and attach them to an email to PC Specialist including details of the courier company who delivered it to you in this condition. I’m positive they’d take appropriate steps to assist you.
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thanks for your response - I have done all that you suggest - all images are submitted to PCSpecialist, and 5 hours later we have no response at all. I think this forum should be aware of the issues and could help if staff do drop in - we are desperate to get a response from someone at this stage. thanks
 
M

Michelle

Member
How else do we get someone to listen and get support when we are 5 hours and more waiting for a response. I do not want to take this to social media and that is why I have contacted this forum, but if we have to go to social media to get someone to work with us and resolve this issue then we will have to - if anyone can get the right people to see this thread then that is the most efficient route - we are having no success with our emails at all and have no support there at all.
 
Resistance100

Resistance100

Expert
Michelle said:
HI - received literally as the courier set it down on the drive, not left anywhere at all. The packaging is completely inadequate, no mention of the second PC and damage to the first one. We have emailed PC Specialist 5 hours ago and are still awaiting a response. NOT GOOD ENOUGH with you this amount of a spend, and to have no reply, no reassurance of a replacement, and no knowledge where the second PC is from the order is simply disgraceful customer service.
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I suggest ringing them if you needed a response today. However given demand and COVID restrictions expect to be on hold for a fair while. Most emails are taking 3-5 days for responses going by people on here.

Just bare in mind none on us on here work for PCS
 
M

Michelle

Member
Resistance100 said:
I suggest ringing them if you needed a response today. However given demand and COVID restrictions expect to be on hold for a fair while. Most emails are taking 3-5 days for responses going by people on here.

Just bare in mind none on us on here work for PCS
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thanks - I have phoned them, sat on the line as you would expect, and am still waiting for a reply to the email I was given. To wait 3 - 5 days with an issue of a broken PC on delivery and a missing PC on delivery is too long to wait for some direction for the resolution - but thanks for your guidance - promise I have tried all these routes.
 
AgentCooper

AgentCooper

At Least I Have Chicken
Moderator
Michelle said:
thanks for your response - I have done all that you suggest - all images are submitted to PCSpecialist, and 5 hours later we have no response at all. I think this forum should be aware of the issues and could help if staff do drop in - we are desperate to get a response from someone at this stage. thanks
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Sadly, the unprecedented global demand for desktop PCs and laptops combined with the Covid-19 pandemic has meant that getting through to customer support is a bit more tricky than it used to be, call queue times are at an all time high and email responses may take a few days. You will not be left high and dry, though, so do persevere. If it’s something that can wait until tomorrow I’d suggest calling them at exactly 9am in the morning where you’re likely to be one of the first in line.

May I ask which service delivered this item to you in such a sorry state? I’d definitely consider contacting their local depot as well to help identify who would have been the courier who dropped the item off, clearly steps need to be taken on that side of things.
 
M

Michelle

Member
AgentCooper said:
Sadly, the unprecedented global demand for desktop PCs and laptops combined with the Covid-19 pandemic has meant that getting through to customer support is a bit more tricky than it used to be, call queue times are at an all time high and email responses may take a few days. You will not be left high and dry, though, so do persevere. If it’s something that can wait until tomorrow I’d suggest calling them at exactly 9am in the morning where you’re likely to be one of the first in line.

May I ask which service delivered this item to you in such a sorry state? I’d definitely consider contacting their local depot as well to help identify who would have been the courier who dropped the item off, clearly steps need to be taken on that side of things.
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thanks again for that - I have also contacted the courier, and have covered every step we can to have this all logged and resolved. What really concerns though is that when I did get through to Specialist the guy on the call - who was able to find our order number and verify the order - was not able to even verify if the delivery should have contained one PC or both that were in the same order. I must admit that did nothing to instil any confidence in the whole disaster! Given that this forum is operated by, run on and access through the PCSpecialist website I would think that staff should not be far removed from reading and noting content? Let's really hope that I can be in a position to post a positive resolution to the purchase and eventual receipt of 2 fit for purpose PCs from this company in the very near future. Thanks for your helpful comments though, much appreciated.
 
AgentCooper

AgentCooper

At Least I Have Chicken
Moderator
Michelle said:
thanks again for that - I have also contacted the courier, and have covered every step we can to have this all logged and resolved. What really concerns though is that when I did get through to Specialist the guy on the call - who was able to find our order number and verify the order - was not able to even verify if the delivery should have contained one PC or both that were in the same order. I must admit that did nothing to instil any confidence in the whole disaster! Given that this forum is operated by, run on and access through the PCSpecialist website I would think that staff should not be far removed from reading and noting content? Let's really hope that I can be in a position to post a positive resolution to the purchase and eventual receipt of 2 fit for purpose PCs from this company in the very near future. Thanks for your helpful comments though, much appreciated.
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You’re welcome, I will check with the other moderators (as I’m the new guy) if there’s anything we can do from the forum to help bring your case to their attention.

I’m sure they will rectify the situation and restore your faith, it’ll just take a little patience to resolve the issues.

Please let us know how you get on, I’d be interested to hear the outcome. And when everything is sorted, if you ever need any technical or troubleshooting advice, that’s where the forum comes into its own. There’s some real wizards on here.

Hope to hear from you soon with a happy outcome 👍
 
F

feargal

Member
If only the staff at PCS where as helpful as the moderators on here. Good luck Michelle I hope you get sorted soon. Disgraceful they can be so careless using such unreliable and unaccountable couriers. I was reading somewhere we have a right to a refund at any time within 14 days of receiving the goods. Maybe you can search this up and get a refund and spend your money with a company who will respect it more, £2800 is a lot of money.
 
ojmck22

ojmck22

Bronze Level Poster
Michelle said:
I have literally just received one of the two PCs from our order, absolutely no seal on the box, which is ripped and falling apart, and no mention of the whereabouts of the second PC in the same order.
I am speechless at the condition of the delivery -
I am not willing to risk even setting this PC up, arrived upside down, with box wide open, no protection for a PC of this value, and no closure on the box. See photos attached. Upon further inspection, the case is broken a panel is off, and bits of broken plastic are lying in the bottom of the ripped cardboard box, which itself is huge, ripped and too light for any protection for any electronics.
This is a purchase for a registered charity and the receipt condition and complete lack of packaging for safety is an abomination for customers.
One OC received damaged, one PC not received or accounted for at all - notified PCSpecialist within minutes of receiving the ripped and open box, sat on a phone line for ages to be able to get through, and 5 hours later, still have no communication at all. BUYER BEWARE - our invoice totalled over £2800 - and we still have not received a response. Images of broken PC and state of packaging have all been emailed to PCSpecialist. As a registered charity, we need a response and a resolution to a badly damaged PC and a missing PC - please respond.
Click to expand...
You said See photos attached, there's none attached.
 
M

Michelle

Member
HI Feargal - I think I will follow up what you are suggesting - the whole episode has resulted in a loss of faith in the company overall I must admit.
 
F

feargal

Member
Michelle said:
HI Feargal - I think I will follow up what you are suggesting - the whole episode has resulted in a loss of faith in the company overall I must admit.
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Yeah same for me, at this point I'd rather just have a refund asap and buy elsewhere. My story was bad enough for me alone but after hearing yours too I don't wanna give them my money anymore. I was doing some research on DPD and it was full of horror stories yet they continue to use this courier who can lose or damage goods of such high value without seeming to give a damn.
 
S

scarpa1

Enthusiast
Resistance100

Resistance100

Expert
feargal said:
Yeah same for me, at this point I'd rather just have a refund asap and buy elsewhere. My story was bad enough for me alone but after hearing yours too I don't wanna give them my money anymore. I was doing some research on DPD and it was full of horror stories yet they continue to use this courier who can lose or damage goods of such high value without seeming to give a damn.
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Who would you recommend PCS use a courier? DPD generally are fantastic and constantly get rated highest and win awards. Sadly with every courier things happen which is never good, but these happen to a tiny percentage of parcels.
 
M

Michelle

Member
scarpa1 said:
https://www.thetelegraphandargus.co...l-hermes-dpd-uk-parcel-delivery-firms-ranked/
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Interesting poll, thanks. I don't think any courier could have delivered this PC in one piece given the completely unfit for purpose cardboard box that has been used, and in response to me the customer having to chase the courier - to quote the article, as I believed to be the case - I don't have a contract with the courier but with PCSpecialist - "If you're unhappy with a delivery or it simply didn't arrive, complain to the retailer – that's who your contract's with, and it's up to the retailer to put things right.
I will update any news - an email has arrived to say there is no update available for me yet at all - direct from the PCSpecialist person I spoke to on the phone - so no news 8 hours later....
 
SpyderTracks

SpyderTracks

We love you Ukraine
feargal said:
Yeah same for me, at this point I'd rather just have a refund asap and buy elsewhere. My story was bad enough for me alone but after hearing yours too I don't wanna give them my money anymore. I was doing some research on DPD and it was full of horror stories yet they continue to use this courier who can lose or damage goods of such high value without seeming to give a damn.
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DPD are one of the best couriers in the UK, hands down. This has been the case for around a decade.
 
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