What is this?

[Unweakened]

So is this how you treat customers who have had to return items to be re tested?

received pc and all the hard drives are loose fans all disconnected and i mean all of them and there's the sides that hold in the hard drives flung in the case to lay there.

WTF!?

so now if the HDD's are damaged i now have to send them back to you lot? all this aggravation and {moderated} not to mention £1200 for a service like this?

Pics to come soon once i have uploaded

 

[mantadog]

My first thought was a rough delivery, what was the condition of the box when it arrived? A delivery rough enough to knock the hard drives out would have left the box in a right state.

I have a hard time believeing pcs would bother to disconnect your fans and leave your hard drives blowing in the wind like that, it does them no favours especially with a forum on their site where everyone can see stories like this. Most posts on here are to say how happy people are with their systems. Why they would risk it with a stunt like that is beyond me.

 

[Unweakened]

My first thought was a rough delivery, what was the condition of the box when it arrived? A delivery rough enough to knock the hard drives out would have left the box in a right state.

I have a hard time believeing pcs would bother to disconnect your fans and leave your hard drives blowing in the wind like that, it does them no favours especially with a forum on their site where everyone can see stories like this. Most posts on here are to say how happy people are with their systems. Why they would risk it with a stunt like that is beyond me.

just realised why, the {moderated} who removed them to look at them has bent the bar that they sit in when getting them out so thats why they have fallen down during delivery or whenever so i've now had to bend it back into place so the hard drive's can actually sit in the pc without falling out. the person who removed them was rough {moderated} to it he must've just yanked it out not caring.

Well they apparently tested it and didnt find the screen tearing fault i told them was there yet i bet it still is. Gotta make sure it still works after those hard drives have been bashed around during delivery because it didnt come in a very nice box at all and bet i'll have to install all the things that they said they would.

 

[Unweakened]

and i cant find where the {moderated} side fan has to connect either. the first delivery was fine had no problems it just seems they do things differently when you've gone past a month of paying for a pc that you haven't used yet and are waiting for it.

 

[mantadog]

because it didnt come in a very nice box at all and bet i'll have to install all the things that they said they would.

Im not sure if your saying the box looked battered when you recieved it or if the box itself wasnt up to standard to be carrying a pc.

just realised why, the {moderated} who removed them to look at them has bent the bar that they sit in when getting them out so thats why they have fallen down during delivery or whenever so i've now had to bend it back into place so the hard drive's can actually sit in the pc without falling out. the person who removed them was rough as {moderated} to it he must've just yanked it out not caring.

As PCS is a fairly small company and you should have the names of everyone who worked on your computer(not sure if its the same for returns) i would be surprised if anyone would risk doing such a half arsed job with their name attached to it, in a company with such a good reputation for customer service.

No doubt a staff member will be along soon who will be far more help than i could ever be, and hopefully get it sorted asap.

 

[Gorman]

Hello there, sorry to see its arrived back in such a state.

A delivery rough enough to knock the hard drives out would have left the box in a right state.

Not true, give me a square box and an egg and i will hand back to you a perfect box with a smashed egg inside. If the box is dropped waist height on the flat bottom, even the right way round the internal components can easily become dislodged, especially if they are on these "screwless" design hard drive rails and the box would be in perfect condition.

just realised why, the {moderated} who removed them to look at them has bent the bar that they sit in when getting them out so thats why they have fallen down during delivery or whenever so i've now had to bend it back into place so the hard drive's can actually sit in the pc without falling out. the person who removed them was rough {moderated} to it he must've just yanked it out not caring.

Well they apparently tested it and didnt find the screen tearing fault i told them was there yet i bet it still is. Gotta make sure it still works after those hard drives have been bashed around during delivery because it didnt come in a very nice box at all and bet i'll have to install all the things that they said they would.

I cannot testify to what components were replaced if any or what requests have been fulfilled, but looking at the notes there is no reason that the drives would have been removed at all.

As PCS is a fairly small company and you should have the names of everyone who worked on your computer(not sure if its the same for returns) i would be surprised if anyone would risk doing such a half arsed job with their name attached to it, in a company with such a good reputation for customer service.

This is a good point and all i can say to any thread about not testing or not screwing things in right etc is simply, why?

If we intentionally send out a machine in a state that could lead to damage there is only going to be one conclusion, it comes back.

It truly does suck that this has happened to the machine and i can understand the frustration and to a lesser extent the aggression, but i can honestly say your claims of bad service or that a technician would mishandle the machine are not only baseless but very unfair.

It is not at all impossible for this type of damage to purely be a result of transit, we see it all the time. The hard drives coming free are simply a weakness of the screw less rail design and mishandling during transit.

Book it in and it will be sorted.

 

[Unweakened]

Hello there, sorry to see its arrived back in such a state.



Not true, give me a square box and an egg and i will hand back to you a perfect box with a smashed egg inside. If the box is dropped waist height on the flat bottom, even the right way round the internal components can easily become dislodged, especially if they are on these "screwless" design hard drive rails and the box would be in perfect condition.



I cannot testify to what components were replaced if any or what requests have been fulfilled, but looking at the notes there is no reason that the drives would have been removed at all.



This is a good point and all i can say to any thread about not testing or not screwing things in right etc is simply, why?

If we intentionally send out a machine in a state that could lead to damage there is only going to be one conclusion, it comes back.

It truly does suck that this has happened to the machine and i can understand the frustration and to a lesser extent the aggression, but i can honestly say your claims of bad service or that a technician would mishandle the machine are not only baseless but very unfair.

It is not at all impossible for this type of damage to purely be a result of transit, we see it all the time. The hard drives coming free are simply a weakness of the screw less rail design and mishandling during transit.

Book it in and it will be sorted.

u know what gorman you've been very helpful throughout this whole procedure and none of this is towards you in anyway what so ever.

I'm on the pc now and nothing has been installed as to what i asked to have done because one of the people on the phones told me to reload win 7 onto the pc and nothing else but i was assured that when it came back to me it would come back to me in a working order and everythign would be working as if it was sent out brand new. now the pc wont recognise that the X-Fi card is inside the pc and it also wont recognise the onboard sound everythigns checked and all the programs installed but i cant get any sound at all now so i'm back to square 1 again when i got the pc.

I think that a refund is in order and that i should just give up on a new pc because it's been a month nearly that i've "had" this one and it's been nothing but a nuisance. Not to mention the stress i've had simply getting pcs to deliver it to me it was arranged for friday and then delayed till monday even though i had asked for it to be sent tuesday. so i then had to ring a pcs and dhl and then pcs because dhl said it wasn't their problem and it is to do with pcs just to get through to Paul who finally got it changed to tuesday. I've had nothing but stress and aggravation since ordering this thing the only thing that seemed to go smoothly was pcs takign the money out of my bank account (what a surprise).

and i dont wish to book it in for it to be sorted either Gorman not unless one of you lot are gonna come here to me and sort it out i'm fed up of having to wait in for DHL to turn up only to say oh it's a big box that i'll have to come back later i dont have the room and then have to wait in all day for the pc to be taken and another 1-2 weeks go by without the thing i payed for.

 

[pez]

First and foremost, I would have to agree (to a moderated point) with UnWeakened's reaction. If my machine that I have just spent £1300 on turned up like that, I would also be very WTF.

However, I would also agree with Gormans comments. It's relatively easy to cause problems with any form of item in a package, without damaging the packaging. I would also say, it's somewhat wrong to immediately point a finger at someone and blast the company in general for shoddy work.

We all know this "CAN" happen. Unless you physically go and pick the item up and check it, it is a risk that is run. All be it, a rare occasion on the whole.

What I will say, is that from reading the best part of every post on this site, and speaking to Customer Support and sales for the best part of 3 mths (As I to have given them effectively a months salary) is that the Customer Support is excellent.

After the initial disappointment, it is now about the support and getting this resolved. PCS will NOT want this kind of reaction from any client for any computer. Be it £200 or £2000. It hurts small business' considerably.

I would be VERY surprised if this wasn't resolved quickly and efficiently to your absolute satisfaction in a relatively short amount of time

Update As UnWeakened posted whilst I was responding....

In terms of getting it back to them, I'm sure there is another way for it to be couriered up as it would obviously be under insurance/warranty. Not nes. DHL? I'd of also expected that PCS would be right on it the minute it's delivered and turn it around in 24hrs? *shrugs*

 

[Gorman]

u know what gorman you've been very helpful throughout this whole procedure and none of this is towards you in anyway what so ever.

I'm on the pc now and nothing has been installed as to what i asked to have done because one of the people on the phones told me to reload win 7 onto the pc and nothing else but i was assured that when it came back to me it would come back to me in a working order and everythign would be working as if it was sent out brand new. now the pc wont recognise that the X-Fi card is inside the pc and it also wont recognise the onboard sound everythigns checked and all the programs installed but i cant get any sound at all now so i'm back to square 1 again when i got the pc.

I think that a refund is in order and that i should just give up on a new pc because it's been a month nearly that i've "had" this one and it's been nothing but a nuisance. Not to mention the stress i've had simply getting pcs to deliver it to me it was arranged for friday and then delayed till monday even though i had asked for it to be sent tuesday. so i then had to ring a pcs and dhl and then pcs because dhl said it wasn't their problem and it is to do with pcs just to get through to Paul who finally got it changed to tuesday. I've had nothing but stress and aggravation since ordering this thing the only thing that seemed to go smoothly was pcs takign the money out of my bank account (what a surprise).

and i dont wish to book it in for it to be sorted either Gorman not unless one of you lot are gonna come here to me and sort it out i'm fed up of having to wait in for DHL to turn up only to say oh it's a big box that i'll have to come back later i dont have the room and then have to wait in all day for the pc to be taken and another 1-2 weeks go by without the thing i payed for.

Refund or repair the path is the same, book it in and arrange for a return.

 

[Unweakened]

Refund or repair the path is the same, book it in and arrange for a return.

yeh i know but at least the path of a refund i'm actually gettign something done and not waiting 1-2 weeks for the money to come back to me.

I should a just took the option of upgrading my old rig by myself but i thought that i wanted one built in time for the rift release and i didnt want the stress of having to mess about waiting for the parts to come etc but it has actually been a worse experience having pcs do it for me. I'm surprised that you dont have online support on the website to help with these things after 5 pm shame i couldn't get to the pc earlier today before work otherwise i could have had it booked in and on the course for a refund today.

Not to mention having to take 4 days off for the dam thing to be delivered, then a new graphs card delivered and then picked up to be reutrned and then delivered again.

 

[Maestro]

It is unfortunate that these things happen, and we are sorry that a rough transit has caused this issue. However, as important as the service received when buying the goods in the first place is the service you receive when something goes wrong. You just need to look around the forum to see that we don’t like it when something goes wrong and in almost all cases we put it right. We don’t like it when an issue like this gets posted on the forums. Do we delete the post, no. We don’t delete it because we understand that these things happen, and hope customers do too. But we also hope that they will see how much effort we will go to put things right. I can guarantee that should you let us we will sort it out to your satisfaction, and then some. But that is up to you. The damage could of been caused to any pc you bought from any company. But you certainly wouldn’t get employees of that company talking to you about it in a public forum at 8:45pm trying to help you sort it out. If you do allow us to sort it out, and you are not entirely happy when you get it back, then fair does. You gave us the opportunity and we didn’t deliver. In that instance I will call you myself, apologise and arrange for the immediate collection and refund. I can’t do better than that.

 

[pez]

^^ Here Here! Won't get that from Dell!

 

[Unweakened]

It is unfortunate that these things happen, and we are sorry that a rough transit has caused this issue. However, as important as the service received when buying the goods in the first place is the service you receive when something goes wrong. You just need to look around the forum to see that we don’t like it when something goes wrong and in almost all cases we put it right. We don’t like it when an issue like this gets posted on the forums. Do we delete the post, no. We don’t delete it because we understand that these things happen, and hope customers do too. But we also hope that they will see how much effort we will go to put things right. I can guarantee that should you let us we will sort it out to your satisfaction, and then some. But that is up to you. The damage could of been caused to any pc you bought from any company. But you certainly wouldn’t get employees of that company talking to you about it in a public forum at 8:45pm trying to help you sort it out. If you do allow us to sort it out, and you are not entirely happy when you get it back, then fair does. You gave us the opportunity and we didn’t deliver. In that instance I will call you myself, apologise and arrange for the immediate collection and refund. I can’t do better than that.

I'll tell you whats annoyed me quite a bit is the fact that i rang up and asked for things to be done before being sent back to me such as making sure the sound blaster worked because it didnt when i first got it and that the disk drive was recognised because it wasnt when i got it and that all the things that you should get when the pc is brand new are installed such as the asus drivers etc, i was told yes i've noted all that down and the technical team will see it when they look at your account then when i ring up the next day to sort out the stupid postage that was messed up i get told none of that is on the system and it is not down to the technical team to do that????? Explain why that i am being told 2 very different things when i ring up to confirm things? i think thats what needs to be sorted out.

I cant say that all has been bad on the time's i've rung up, when i had the pc to begin with everything was fine but as the weeks have dragged on and it gets closer to a month of having bought the pc but not using it the help seems to be going down the toilet a bit and i'm being messed around.

I'm not gonna even bother booting up a game on this thing till all the stuffs sorted. i cant really do anything on it because i dont have any sound whatsoever, so even mixing my music or watching dvd's is unavailable.

 

[Maestro]

Understood, but with regards to drivers we cant not install them. We use an image for each version of windows and this image has all the drivers, which get installed automatically. With regard to the secondary discs, sometimes these aren't activated as customers like to partiiton these etc. Full details for activating secondary drives are contained within the welcome booklet. However,all this will be checked and sorted, and if your not happy when you get it back, then my statement above stands.

 

[Unweakened]

Understood, but with regards to drivers we cant not install them. We use an image for each version of windows and this image has all the drivers, which get installed automatically. With regard to the secondary discs, sometimes these aren't activated as customers like to partiiton these etc. Full details for activating secondary drives are contained within the welcome booklet. However,all this will be checked and sorted, and if your not happy when you get it back, then my statement above stands.

Everything was installed originally when i got the pc why was it not done again? i cant see where the difference would be as it was all on the first installation it just didnt work, and this installation it hasn't been installed at all.

i said disk drive i meant the blu ray drive not the HDD btw

and obv you can not install them because this pc has no drivers for the sound what so ever and when i try to install it it just says no sound card or onboard sound found exiting installation.

 

[Maestro]

Again , I am not sure . The pc has been damaged in transit, so i wouldnt worry about any drivers etc. If the soundcard isnt showing then this will undoubtedly be due to the damage. It doesnt take a lot to dislodge a pci card. We can summise all night, but we cant turn back time. If you want to send it back to us, to correct these issues, then we are only too willing to do what is needed.

 

[Unweakened]

Again , I am not sure . The pc has been damaged in transit, so i wouldnt worry about any drivers etc. If the soundcard isnt showing then this will undoubtedly be due to the damage. It doesnt take a lot to dislodge a pci card. We can summise all night, but we cant turn back time. If you want to send it back to us, to correct these issues, then we are only too willing to do what is needed.

i dont wish to send the whole thing back to you because i begrudge having something else go wrong with it. I've just not had any good experience with pcs since i bought from you lot. If i send it back it will be for a refund as i just dont want something that doesn't work right straight away. i know that pc's are more delicate nowadays and all that

 

[Maestro]

Its your choice. The offer is there.

 

[Unweakened]

Its your choice. The offer is there.

PCi card is in fine it might be damaged but i'm not taking it out to look at it i checked everything was in properly when i was messing about trying to retrieve the bits that hold the HDD's in from down the front of the front fan where they had gone after the HDD's had fallen out, so it's most likely broken. but no it will be coming back for a refund. I dont want to be waiting around for the thing to get to me for a third time without any apologies or even contact to inform me whats happening with it.

 

[Maestro]

i think in this thread both myself and gorman have apologised, and i can assure you that you would be kept informed. I would hope that the help you have received this evening (now nearing 10pm) would be proof enough of that.