RESOLVED - Feedback on recent purchase

[scarpa1]

I do not think Covid affected PCSpeciaist to the point of having 3:40h of waiting time.

They were (before Covid) and they are a company that works prevalently online, hence I understand @Stevewtw point of view stating that Covid is not an excuse anymore.

Just for the record, I attached a screenshot of my call to PCSpecialist, just because I know that 3:39 hours might sound like an exageration.

(screenshot taken while still customer number 1 in the queue).

3-4 hours may only be 20 people ahead of you depending on long each call lasts. I bet they are down to 2 or 3 people manning the phones, probably all from their own homes too.
Which then they probably need to get in touch with someone else at pcs to find out whats going on.
There won't be 50 people sat there waiting to take calls.
In fact I expect its poor Alice all on her own, 3 phones attached to her head whilst doing live chat too.

 

[SpyderTracks]

Read above.

It wasn't a reply to you but to @Stevewtw

 

[Gebb]

just to make it clear, I have not interest in the waiting time I experienced at the phone, that seems to be the last of my problems with PCSpecialist, it was just a mention to report my experience. Please do not move the focus of this thread onto Covid problems, has if this call can resolve my issue, the waiting time would have been 'worth it'.

 

[Gebb]

It wasn't a reply to you but to @Stevewtw

My bad, I saw a notification and thought it was my post.

Never mind then!

 

[SpyderTracks]

just to make it clear, I have not interest in the waiting time I experienced at the phone, that seems to be the last of my problems with PCSpecialist, it was just a mention to report my experience. Please do not move the focus of this thread onto Covid problems, has if this call can resolve my issue, the waiting time would have been 'worth'.

Well said, let's honour @Gebb wishes as it is their thread.

 

[ubuysa]

Surely a good point

Then they should consider stop taking new orders and prioritise those who already game them money for a faulty product.

Uthopistic? Probably, but this is my point of view at least.

I understand your point of view, but at least allow me to say that their customer aftercare is really poor.

Stop taking orders? So everyone else who wants a PC should not be allowed to order until you have your build? Just how selfish are you?

 

[Stevewtw]

This is an extremely naive statement. Really, are you not watching any news or experiencing any other companies issues? Everyone is affected massively at the moment.

Of course, there will be more call volumes as orders get delayed but companies have had enough time to adjust as we're now almost a year into this situation. More home working means that companies like PCS will do better and therefore scaling is required. Please don't make excuses for someone waiting 3.5 hours+ for a support call to be answered. There is no real excuse for such poor customer service and defending it makes you look naive. Put yourself in the customer's mindset and I'm sure you'd find it unacceptable as well.

 

[Gebb]

Stop taking orders? So everyone else who wants a PC should not be allowed to order until you have your build? Just how selfish are you?

Not a matter of being selfish. If a company can not cover the demand, or warns its customer of waiting time or talks clearly what the issues are.

It seems better just to take people's money give them an extremely low level of aftercare.

Please do not try to flip my statement, nothing selfish here.

 

[Stevewtw]

Not a matter of being selfish. If a company can not cover the demand, or warns its customer of waiting time or talks clearly what the issues are.

It seems better just to take people's money give them an extremely low level of aftercare.

Please do not try to flip my statement, nothing selfish here.

Totally agree, he was not being selfish at all. He's just making a very sensible point about capacity planning. Makes great business sense. PCS has a great reputation which has taken years to build but is in danger of taking months to destroy.

 

[ubuysa]

Totally agree, he was not being selfish at all. He's just making a very sensible point about capacity planning. Makes great business sense. PCS has a great reputation which has taken years to build but is in danger of taking months to destroy.

Nonesense, it was just a 'me first' post. Shameful.

 

[Gebb]

Nonesense, it was just a 'me first' post. Shameful.

Nonesense, it was just a 'me first' post. Shameful.

Sure, apparently someone else understood my statement, free to believe it is selfish thinking.

I would love to know and order from a different company if I was a new customer. Not to consider many other peoples in my situation.

Nevermind, free to believe what you want/keep your aggressive/non-sense position. This thread is not about that.

(you might want to read again my post and try to understand that it has nothing to do with being selfish, it is not so complex. Either way, it does not really matter, that is not the point of this).

 

[Gebb]

3-4 hours may only be 20 people ahead of you depending on long each call lasts. I bet they are down to 2 or 3 people manning the phones, probably all from their own homes too.
Which then they probably need to get in touch with someone else at pcs to find out whats going on.
There won't be 50 people sat there waiting to take calls.
In fact I expect its poor Alice all on her own, 3 phones attached to her head whilst doing live chat too.

Hey, not a problem about waiting time. Just a plain report, I preferred to not expand on this as it is not a concern for me, just a matter of fact. When the call started, I was customer number 16 in the queue.

I would also highlight that the guy that answered me was incredibly nice and helpful.

 

[AgentCooper]

This thread has gone dangerously off-track, against the wishes of @Gebb. It'd be a real shame to have to lock it until we know OP has their refund. So let's not get into a debate about call queues and waiting times any further

 

[Gebb]

This thread has gone dangerously off-track, against the wishes of @Gebb. It'd be a real shame to have to lock it until we know OP has their refund. So let's not get into a debate about call queues and waiting times any further

Thank you @AgentCooper for stepping in, I absolutely agree with you

 

[Gebb]

Just to folow up:

My laptop has been collected the 23rd and on my RMA page there is written: awaiting collection.

I have receipts, pictures and even DPD uploaded a picture of the collection.

What shall I do? take another 3:40 hours and try to call pcspecialist?

 

[Grumpywurzel]

Did you have any tracking info given to you from DPD? I doubt that your laptop is with PCS yet or it has arrived but not receipted into the system. Today being the first day back to work for many companies, I'd imagine there will be a bit of a backlog

 

[Gebb]

Yes I do, but as always, dpd mark the pink box as a delivery even if it is a colleciton.

They did it for the first RMA, and now they did it again. I do not think they have it, I was just wondering how I should approach this situation.

 

[jamiephillips909]

In some companys including the one I currently work for if a customer returns a product it stays in awaiting collection until it is logged into our system when it comes in tho I would imagine it has arrived at pcs and someone hasnt yet updated the infomation in my company its normally about 3-4 pallets of items that then have to be logged in and given to relevant departments service / r and d /production aslong as you have the dpd receipt or tracking your good

 

[AgentCooper]

In some companys including the one I currently work for if a customer returns a product it stays in awaiting collection until it is logged into our system when it comes in tho I would imagine it has arrived at pcs and someone hasnt yet updated the infomation in my company its normally about 3-4 pallets of items that then have to be logged in and given to relevant departments service / r and d /production aslong as you have the dpd receipt or tracking your good

Helpful info, ta.

 

[jamiephillips909]

Helpful info, ta.

It takes on average 4 hours to log it all in first day back would imagine it to be more then normal can be frustrating for a customer but it has to be done or you get the we lost it email or worse it goes somewhere in the company its not suppose to be and sits on someones desk for a week all electronic companys do it so my advice is to wait 48 hours then contact them should take no longer then that !!!!!