ubuysa
The BSOD Doctor
For the first time I'm dismayed at the actions of PCS. The thread at https://www.pcspecialist.co.uk/foru...ave-killed-me-Its-ok-tho-they-are-sorry/page2, if proven true, is extremely serious and I think it's unwise for a PCS employee to shut down the thread solely on the basis that "This forum is not an official medium of support so we are unable to take this any further on the forum, I think it is prudent to lock this thread".
Those of us who are past customers of PCS are of course future customers too, and there is probably a vast group of unregistered potential customers browsing here to get a feel for what sort of a company PCS are. I certainly browsed here for several weeks before deciding that I could trust PCS. This may not be an official support forum but it's one of the most public faces that PCS has and closing down a thread with a complaint this serious looks like a cover-up even if it's not intended to be, and that does PCS absolutely no good at all.
I think there are three possibilities with the complaint in this thread:
1. A (potentially serious) mistake has been made by PCS during the building and testing of this PC.
2. The courier company (DPD still?) has badly mishandled the delivery causing the reported damage.
3. The OP has wildly overstated the nature of the problem.
In the case of option 1, PCS are human and humans make mistakes. It's ok to make mistakes, that's how we learn, it's just not ok to make the same mistake again. If there was a mistake made during the build/test of this PC then I believe that PCS should own up to that but also ensure that personnel and/or procedure changes take place to ensure that it never happens again. I have much more confidence in a company that admits and corrects its mistakes than in one that tries to hide them.
In the case of option 2, the courier company are human and humans make mistakes. Everything I have said for option 1 applies to option 2. If the courier company has damaged the PC then they need to own up to that and ensure that this never happens again.
In the case of option 3, the OP is human too and humans make mistakes. The OP was angry and dismayed after the frustrating build wait and he may have vented that anger when his PC had a problem by overstating the extent of the problem. If that is the case we should be made aware of exactly what the problem was, we would all understand if in his anger the OP overreached a little.
In my post of that thread I asked to see the photographs of the alleged problem and I still hope to see the photographs. When a customer complains that "unsafe wiring could have killed me" it's just not good enough to lock the thread and handle the problem behind closed doors. I for one am now left wondering whether this is a one-off or a systemic problem at PCS and whether I can have confidence that it won't happen again - and to me? Or is it perhaps just an angry customer overstating the problem and choosing an unwise title? If that is the case then we also need to know.
Had I come across this thread whilst browsing and trying to understand what kind of a company PCS were I'd have wanted to see the resolution. Closing the thread would most likely have caused me to look elsewhere. It's easy to see through the "PCS are slow", the "PCS customer service is terrible" and similar threads, but this one is serious. I think we need to see the photographs the OP took and if it does turn out to be a PCS mistake we need to be confident that it has been corrected.
President John F Kennedy once said that "a mistake does not become an error until you fail to correct it". I don't believe the best way to correct this mistake is to hide it.
Those of us who are past customers of PCS are of course future customers too, and there is probably a vast group of unregistered potential customers browsing here to get a feel for what sort of a company PCS are. I certainly browsed here for several weeks before deciding that I could trust PCS. This may not be an official support forum but it's one of the most public faces that PCS has and closing down a thread with a complaint this serious looks like a cover-up even if it's not intended to be, and that does PCS absolutely no good at all.
I think there are three possibilities with the complaint in this thread:
1. A (potentially serious) mistake has been made by PCS during the building and testing of this PC.
2. The courier company (DPD still?) has badly mishandled the delivery causing the reported damage.
3. The OP has wildly overstated the nature of the problem.
In the case of option 1, PCS are human and humans make mistakes. It's ok to make mistakes, that's how we learn, it's just not ok to make the same mistake again. If there was a mistake made during the build/test of this PC then I believe that PCS should own up to that but also ensure that personnel and/or procedure changes take place to ensure that it never happens again. I have much more confidence in a company that admits and corrects its mistakes than in one that tries to hide them.
In the case of option 2, the courier company are human and humans make mistakes. Everything I have said for option 1 applies to option 2. If the courier company has damaged the PC then they need to own up to that and ensure that this never happens again.
In the case of option 3, the OP is human too and humans make mistakes. The OP was angry and dismayed after the frustrating build wait and he may have vented that anger when his PC had a problem by overstating the extent of the problem. If that is the case we should be made aware of exactly what the problem was, we would all understand if in his anger the OP overreached a little.
In my post of that thread I asked to see the photographs of the alleged problem and I still hope to see the photographs. When a customer complains that "unsafe wiring could have killed me" it's just not good enough to lock the thread and handle the problem behind closed doors. I for one am now left wondering whether this is a one-off or a systemic problem at PCS and whether I can have confidence that it won't happen again - and to me? Or is it perhaps just an angry customer overstating the problem and choosing an unwise title? If that is the case then we also need to know.
Had I come across this thread whilst browsing and trying to understand what kind of a company PCS were I'd have wanted to see the resolution. Closing the thread would most likely have caused me to look elsewhere. It's easy to see through the "PCS are slow", the "PCS customer service is terrible" and similar threads, but this one is serious. I think we need to see the photographs the OP took and if it does turn out to be a PCS mistake we need to be confident that it has been corrected.
President John F Kennedy once said that "a mistake does not become an error until you fail to correct it". I don't believe the best way to correct this mistake is to hide it.
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