[Dersta Thread]

[dersta]

Series of events regarding my pc from PCSpecialists:-

I view the website and make a post for a proposed pc build in the forums.

I read the comments made by the regular members and staff to change some items and decide upon a
final configuration.

I wait a few days for the Ivybridge processors to be made available.

Place my order on 01/05/12 and pay via credit card.

Contacted PCS to enquire about the delivery date of my new pc but was told that the nVidia GTX 680 graphics
card was not available for 2-3 weeks but I could upgarde to the 4gb card for an extra £51, so I did that and
was told that the pc would be built immediately.

I contacted PCS again and they said that the NZXT fan controller was out of stock and was not available for
about 3-4 weeks.

I did not want to wait another 4 weeks for the pc to be built because it was already at 'working day 16' so
I decided to cancel the NZXT fan controller but instead of receiving a refund I would upgrade the sound card
which was almost exactly the same price as the fan controller.

This was agreed by the customer service person and the pc would be built as soon as possible.I also upgraded
the delivery charge so that I could receive the pc on a Saturday which cost me a further £10 which I paid.

The pc arrived on Saturday 26th May but because I was working I did not set it up until 30th May which is 1
month after I had ordered it.

The pc was delivered in great condition by DPD carriers whose service was very good and informative.

When I checked the items that had been delivered I noticed that the keyboard was the wrong one, I had been
sent a 'mirror finish' Razer Lycosa keyboard instead of a non mirror finish one. There is no mention on the
PCS site about this keyboard being a mirror finish one and when I checked the description on the Razer site

it clearly describes the two keyboards seperately with the words' mirror finish' describing the mirror finish one.

Also when I checked the Device Manager it showed that the sound card that was installed was still the
original one and not the new one which I had upgraded to because of the fan controller not being available.

I contacted PCS and told them about the keyboard and the sound card errors, they agreed to send out a new
sound card. I also asked them to send the sound card in a box that would be large enough to take the
keyboard so that I could return it to them at the same time as the carrier delivered the new sound card.

I was told by 'Jack' that I would receive a refund for the keyboard when they recieved it back and it was in
perfect condition, this I agreed to do. At this point there was no mention of me returning the incorrect
sound card that was still installed, I thought that because it was an electronic item that it was not fit
for resale because it had been used so I presumed that it was surplus to them and that I could keep it or
throw it away, after all it was their error that the wrong card was installed any way.

DPD delivered the new sound card but the box that they supplied for me to return the keyboard in was too
small so luckily I already had a box that the keyboard would fit into, so I asked the DPD driver if he would
wait until I boxed up the keyboard and sent it back with him. He agreed to this and it was all completed in
a matter of minutes, again this was great service from DPD.

About a week later I contacted PCS to enquire about the refund for the keyboard to my credit card. They said
that they had not received the sound card back yet and that there would not be a refund until they had the
sound card back. I said that I did not know about sending the soundcrad back because no one had discussed
this with me. He said that if I checked the status of the RMA it would show that it was an advance return
and that I could send the installed sound card back a few days after I had received the new card to enable
me to install the new card.

I thought about this and came to the conclusion that it was pointless sending the sound card back and
receiving a refund for the keyboard because they are the same value, so I would keep the sound card and PCS
could keep the keyboard and that was fair.

I took a phone call from PCS customer services today from a person that I can only describe as very rude.
I told him that I had decided not to return the sound card and that they did not have to refund me for the
keyboard because it was the same value.

He said that I could not do this and that the warranty would immediately be suspended because I had not
returned the sound card.

I said that he could not suspend the warranty because I had paid for the warranty to ensure that if there
was any future problems with my pc that I could return it to them to correct and resolve them.

Hr repeated that the warranty would be suspended immediately and not changed until the sound card was
returned.

I then said that I wanted a refund for the warranty if it was not going to be effective because he had
suspended it, but he declined this and repeated that the warranty was suspended.

He would not listen to reason and instead of being helpful and try resolve the issue he persisted to be rude
and demanding and his tone of voice was quite threatening. I asked to speak to another customer service
person or a manager but he declined this as well.
I had just arrived home from work and was very tired after completing a 12 hour shift and I said that I was
not in the best of moods because I was tired and therefore to prevent the phone call from turning into a
full scale argument I requested that another person would call me again tomorrow, which he again declined.

At this point I knew that there was no further solution to the situation and I told him that the phone call
was over and I hung up the phone.

I found this persons attitude to be very rude and threatening instead of being helpful and considerate and
in no way did he try to resolve the issue, he just made it worse. This kind of behaviour I would expect from
a dodgy car salesman and not a person in a position of customer service in a reputable company because he
offered me no customer service whatsoever.

So from my point of view it is PCS that have caused the issues with my pc by not building it to the spec
that I had ordered and paid for. Therefore they should incur any extra costs that may arise to ensure that
the pc build is correct.

I feel that I have kept up my side of the order by agreeing to change and pay extra for items that pcs said
were not available in order to receive my pc as soon as possible. Not forgetting that I have paid in full
for the pc, the delivery and also the warranty up front before receiving the pc to check that it is the
correct spec.
I have also paid an extra £61 because of the stock not being available at the time of the build of my pc
which is not my fault at all. If PCS are offering products that are not available at the time of build then
they should accept the extra costs of upgrading themselves rather than pass on the extra costs to the
customer.

I am considering my options after the threatening phone call earlier today and I may just request a full
refund and cancel the pc and then return it to them to avoid any further cock-ups and rudeness from their
customer service staff.

I am going to contact PCS again tomorrow and hope that we can come to an amicable agreement and put an end
to the threats and demands from their customer service staff.

Dersta

[pagepack]

I thought about this and came to the conclusion that it was pointless sending the sound card back and
receiving a refund for the keyboard because they are the same value, so I would keep the sound card and PCS
could keep the keyboard and that was fair(

Your conclusion is flawed.

[Music Guy123]

Right...sounds like a load of serious misunderstanding to me! Normally what happens is that you get delivered a part and at the same time return the fauly/unwanted part. Normally, the DPD driver know this (I think). I am wondering whether the reason you weren't told about it is because the DPD driver thought the keyboard was the returning item? I am making speculations here, I can't be certain! I'd say the easiest thing to do would be to return the card, they can be re-used. However, wait until one of the most senior people on the forums view this (which they will). They can then tell you the best plan of action! I am sorry you had problems, I am sure they will be resolved though!

[DeadEyeDuk]

From what you have written, I can understand why you are annoyed dersta. However (and yes I did read it all), aside from the alleged poor customer service, all I see is some errors that PCS tried to rectify.

You took it upon yourself to presume the keyboard would be the one you wanted without bothering to enquire either direct to PCS or even just on here.

You took it upon yourself to keep the sound card, which to my mind just defies logic that you thought PCS wouldn't want the old one back after sending you a new one...otherwise we could all just do that...request all sorts and then keep both

You took it upon yourself to presume that you could just keep the card and forgo the refund. Sorry, but this isn't your decision and may not be compatible with PCSs accounting/reconciliation side of things.


I am not saying you haven't had a pretty tedious time since early May, but the problem is you have laid the blame solely at PCSs door instead of taking some of the responsibility, which doesn't really add up. And you really lost me when you suggested PCS should take the hit if they are out of stock and you want to speed up the process by upgrading...that's just...a bit naiive perhaps?

Chin up and all that, and if you did have a bad CS experience, take it to the right channels to PCS directly with names etc, as ranting on the forums won't actually get you anywhere (quite rightly), as you are more than likely just to get waffly replies that don't really...help...in...any...uhmm

DED

[PCS]

Dersta, with the exception of the issue about your warranty (which I will address in a moment) all of the above issues have already been covered in your previous threads of complaint:

http://www.pcspecialist.co.uk/forums...rately+seeking

http://www.pcspecialist.co.uk/forums...urances-Thread

Why you need to address these again I do not know.

Moving on to your issue about the warranty, PCS is a company selling thousands of systems on a monthly basis and we have procedures to follow. You cannot simply decide that:

I thought about this and came to the conclusion that it was pointless sending the sound card back and receiving a refund for the keyboard because they are the same value, so I would keep the sound card and PCS could keep the keyboard and that was fair.

The person who you spoke to today has a policy to follow. Our policy states that if you do not return an item to PCS that is due back to us, your warranty will be suspended until you do so. I suggest that if you have a problem with our company policy you write to us at the following address:

PC Specialist Ltd
Units 20 + 20A Brockholes Business Park
Rock Mill Road
Brockholes
Holmfirth
HD9 7BN

This thread is now being closed. If you continue to make further posts on our forums about this subject your account will be suspended.