(Very) Disappointed...

[Niao]

I have been in touched with PCS Support by email and they sent me a BIOS update for my P150SM.

It turns out :
- It is in fact a very old BIOS, older than the one I already have (nice work...)
- The BIOS update doesn't work
- Contacted the support again after the update failed and no answer AT ALL, I have sent probably 5 emails since...
- Tried the forum, no one either wants to respond ... Why bother having a technical support forum... And admins ?


Nothing to add, juts not professional to start a support ticket and send an update that doesn't work and then not even reply to customer...

The only good point (the one I care the most) for you guys is my laptop is great and I will probably by again a laptop from you in the future, but regarding support.... 0.

Regards.

 

[nathanjrb]

Did you tell them what the original BIOS update was?

Also, the latest BIOS isn't always the best.

Are you having problems with the BIOS you currently have? You shouldn't update it unless you are experiencing issues.

The 'support forum' is just a forum used by enthusiastic members who might be able to help. A few staff members browse the forums and may be able to help. But there are so many threads it's impossible for them to see them all. Also, this forum is NOT an official line of support.

The best way to get a response is to CALL them. It is Saturday today. Give them a call on Monday would be my advice

 

[vanthus]

Sorry to here about your problem,but firstly,and I don't mean this in a nasty way,these forums are not an official channel for support,and admins are rarely on the forums.
If possible,give them a phone for a quicker response,PCS have always been very helpful in my experience.

 

[Rakk]

- Tried the forum, no one either wants to respond ... Why bother having a technical support forum... And admins ?

Do remember that the forums are not an official channel for support and whilst the forum members will try and help when they can, it may just be that no-one who knows has seen your thread.
Also note that the vast majority of the forums members are not PCS staff, only people with the admin tag are staff members.

If contacting by phone if you look at this page: http://www.pcspecialist.co.uk/call-waiting/ it will show you how busy the lines are, if contacting by email it can sometimes take 2-3 working days for a response.

Edit: I type way too slow

 

[Niao]

Maybe I wasn't clear enough on my first email...

THEY told me to update, we exchanged by email for 2 weeks, asking me my EC version, my BIOS version, then they created
a 'tailored' BIOS for my spec and sent it to me. I requested only a problem regarding the backlit then they decided to
send me the BIOS update.

Anyway I fixed my issue by another channel, no need to say who, and how, if people are interested they can PM me.

I just want to show my disappointment regarding the lack of response after the BIOS update failed. You don't leave your customer without
answer or by ignoring them...

Worth to mention I always have been polite by email, in case someone thinks the opposite...


EDIT : I tried the forum because they wouldn't replied by email anymore...

 

[nathanjrb]

I really doubt they would ignore you, to be honest.

Glad you got your problem fixed.

Why did they tell you to update it?

 

[Niao]

I dont know mate

 

[YAMAHA]

So what was the original prob?

 

[dinku]

I have been in touched with PCS Support by email and they sent me a BIOS update for my P150SM.

It turns out :
- It is in fact a very old BIOS, older than the one I already have (nice work...)
- The BIOS update doesn't work
- Contacted the support again after the update failed and no answer AT ALL, I have sent probably 5 emails since...
- Tried the forum, no one either wants to respond ... Why bother having a technical support forum... And admins ?


Nothing to add, juts not professional to start a support ticket and send an update that doesn't work and then not even reply to customer...

The only good point (the one I care the most) for you guys is my laptop is great and I will probably by again a laptop from you in the future, but regarding support.... 0.

Regards.

I am sorry that you have had a bad experience. On the contrary I have nothing but praise for the technical help support team. I called them instead of email and I might have called the a dozen times in the last 24 hour and each time they were very helpfull.

I had problem installing drivers for my new laptop.

Good luck

 

[Niao]

The hotkeys app, control center, for my P150SM with windows 7 was working perfectly and suddenly completely stop working, also the backlit was not working.
I contacted PCS and they told me I should update my BIOS.

I am happy to hear that I might have been a random bad experience support story, I do think PCS is great but yeah I am a bit disappointed.

I am now on windows 8.1, updated my BIOS (not from PCS USB), and am using latest hotkeys app released this week by clevo and evrything is working.

 

[ubuysa]

The hotkeys app, control center, for my P150SM with windows 7 was working perfectly and suddenly completely stop working, also the backlit was not working.
I contacted PCS and they told me I should update my BIOS.

I am happy to hear that I might have been a random bad experience support story, I do think PCS is great but yeah I am a bit disappointed.

I am now on windows 8.1, updated my BIOS (not from PCS USB), and am using latest hotkeys app released this week by clevo and evrything is working.

My dad used to tell me that the man who never made a mistake never made anything. Nobody's perfect and it does seem as though you've had a bad experience with this particular issue. I think if you are sufficiently miffed a letter to PCS customer services outlining your complaint would help others. As has been mentioned by many already, PCS employees browse these forums only when they're not busy (which isn't often) or in their own time, so this is neither the best channel for official support nor for expressing your dissatisfaction.

I am quite certain (although I don't work for them) that PCS will want to know what went wrong here so that they can ensure that it doesn't happen again, but to do that they need to know. So do please complain in a more official way (ie. not just on the forum).

It is disappointing to be let down but, as they say; to err is human, but to really foul things up you need a computer....