My Nightmare with pcspecialist.co.uk
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Frenchy
Prolific Poster
Stop talking to me as if im some child, I think with 2 degrees and doing a PHD in artificial intelligence and automated multi agent systems I can just about understand what you said to me. You asked a question in a previous post about why PCS supply this ram if it is known to have issues, so I answered your question. Don't want me to answer your questions, then don't bother asking them in the first place. You also keep avoiding the point about the delivery company. You made it clear in one fo your earlier posts that the delivery service was not acceptible, now while I agree that it seems yodel have let you down, they also do have thousands upon thousands of very happy customer such as myself. I will ask you again, if you believe PCS have a duty (which I also do) to look around for different couriers if the one they are currently using is unsatisfactory, then it might be nice seeing as you are obviously comparing Yodel against another company, to let us in on which company you are indeed comparing against. Maybe then we can understand one of your many points made in a previous post.
UndeadJack
Master Poster
This. +REP
I should have to send a letter of complaint to be apologised to for having receiving little or no information for the past 30 days, and when I have made enquiries I'm told incorrect information?
I feel, as an under valued customer that I should of been contacted long ago, with what was going on, with many apologies and maybe even a time scale. I have had none of this.
As per your warnings on remove the URL's from my signature, I will do that by this evening. However I find it completely uncalled for as yes, the blog is one sided, from my side. How else would I write a blog about my horrible experiences, in this case with pcspecialist?
But I really don't see the issue with it, as in this thread people have already said they won't read it, which is fine. No? It's only there if someone wants to read it.
But as i previously said, I will remove it with the threat of ban. As I'd not like to give you an excuse to ban me.
Frenchy
Prolific Poster
Its the name of the blog more than anything, PCS would have been more than happy for you to post the contents of that blog in a thread and recieve response to it there, instead you opened a thread which just acts as a link to your thread. Whats the point? You say you dont want to spam the forums yet youve done exactly that.
Maestro
Guest
Ok, first thing I will ask is that everyone calms down.
I thought I would make a contribution to this thread because it is somewhat ridiculous that this issue has taken this course, and that someone should go to so much trouble, almost vendetta like because of an issue of a faulty part. Yes I agree errors were made and communication should have been better. But in my experience, it is far better, no matter how serious the problem to keep a civil head, stay reasonable and generally these things work themselves out to the satisfaction of both parties.
OK, the issue with the memory is a simple one. Due to yield issues on the manufacture of 2133MHz dram chips, Kingston has 'end of life' there 4 GB 2133 MHz modules and kits containing these. We had no idea of this when you informed us of the issue, and we had it on order and assumed new parts were arriving into stock. Given that you still had 4-6 GB to play with while waiting the delay wasn't a catastrophe. I doubt you would even notice any difference to be honest. Even so we continued to chase the delivery as we do with all outstanding orders for stock.
When we were notified that these parts had been discontinued, we searched very hard to find a suitable alternative. After all it is in the terms and conditions that should we not be able to replace an item with the same part we will exchange it for a product of equal or better performance. In this case we did manage after much searching to find a suitable alternative namely G-Skill RipjawsX (F3-17000CL9D-8GBXLD). This wasn’t available in the UK and had to be flown in from Taiwan. It actually cost us significantly more than the customer’s original choice and comes with extra ram fans etc.
Anyhow, this was finally sent out on the 27th, and according to yodel tracking delivery was attempted on the 30th. If there were delivery problems than I apologise, but once again, nobody or service is perfect, issues will arise, but shouting and screaming will not accomplish anything. If you are a perfect human being and have never made a mistake then I take it back. The memory will get delivered but it may require you evoking a little patience before it arrives or even co-operation with the delivery service.
There is also another important issue that is being missed here. We are only one a few companies that allow advanced replacement. By this I mean, we will send the customer new parts before expecting the faulty / old ones back. Most companies would expect the suspected failed product to be returned, for investigation after which a new product would be sent. Because we have this service it has meant that during this time you have not lost use of your pc, there has been no downtime. This service is not without its downfalls for us. We have and do get products back that are physically damaged etc., yet we have already sent a new one, so for us to continue offering advanced replacements which we don’t have to do is an important part of our customer service and outweighs any potential pitfalls we may face.
I hope that in the end and after you have received your memory you will realise that the vast majority of contributors to this thread have been correct and that the almost hateful efforts you have gone to in publishing this issue is way out of proportion and over the top.
Had you called us and asked to speak with me, I would have gladly had a civilised conversation with you and explained the situation, and provided my apologies for the length of time it has taken to resolve and efforts we were going to. I may be mistaken but surely that is better than the course you have taken which has probably wasted your time and only caused more frustration.
I thought I would make a contribution to this thread because it is somewhat ridiculous that this issue has taken this course, and that someone should go to so much trouble, almost vendetta like because of an issue of a faulty part. Yes I agree errors were made and communication should have been better. But in my experience, it is far better, no matter how serious the problem to keep a civil head, stay reasonable and generally these things work themselves out to the satisfaction of both parties.
OK, the issue with the memory is a simple one. Due to yield issues on the manufacture of 2133MHz dram chips, Kingston has 'end of life' there 4 GB 2133 MHz modules and kits containing these. We had no idea of this when you informed us of the issue, and we had it on order and assumed new parts were arriving into stock. Given that you still had 4-6 GB to play with while waiting the delay wasn't a catastrophe. I doubt you would even notice any difference to be honest. Even so we continued to chase the delivery as we do with all outstanding orders for stock.
When we were notified that these parts had been discontinued, we searched very hard to find a suitable alternative. After all it is in the terms and conditions that should we not be able to replace an item with the same part we will exchange it for a product of equal or better performance. In this case we did manage after much searching to find a suitable alternative namely G-Skill RipjawsX (F3-17000CL9D-8GBXLD). This wasn’t available in the UK and had to be flown in from Taiwan. It actually cost us significantly more than the customer’s original choice and comes with extra ram fans etc.
Anyhow, this was finally sent out on the 27th, and according to yodel tracking delivery was attempted on the 30th. If there were delivery problems than I apologise, but once again, nobody or service is perfect, issues will arise, but shouting and screaming will not accomplish anything. If you are a perfect human being and have never made a mistake then I take it back. The memory will get delivered but it may require you evoking a little patience before it arrives or even co-operation with the delivery service.
There is also another important issue that is being missed here. We are only one a few companies that allow advanced replacement. By this I mean, we will send the customer new parts before expecting the faulty / old ones back. Most companies would expect the suspected failed product to be returned, for investigation after which a new product would be sent. Because we have this service it has meant that during this time you have not lost use of your pc, there has been no downtime. This service is not without its downfalls for us. We have and do get products back that are physically damaged etc., yet we have already sent a new one, so for us to continue offering advanced replacements which we don’t have to do is an important part of our customer service and outweighs any potential pitfalls we may face.
I hope that in the end and after you have received your memory you will realise that the vast majority of contributors to this thread have been correct and that the almost hateful efforts you have gone to in publishing this issue is way out of proportion and over the top.
Had you called us and asked to speak with me, I would have gladly had a civilised conversation with you and explained the situation, and provided my apologies for the length of time it has taken to resolve and efforts we were going to. I may be mistaken but surely that is better than the course you have taken which has probably wasted your time and only caused more frustration.
Sorry for being condescending. As you might imagine I'm quite frustrated but that doesn't excuse the fact.
I meant it rhetorically. I presume PCSpecialist.co.uk still see that RAM as sellable, otherwise they wouldn't. It still has to be good enough for the price to sell. Whether it's unstable or not.
Without names, as I said I really haven't ever had any disasters this note worthy for them to register with me, but although this isn't my main point in regards to the the issues which have happened (The main issue for me is the lack of information in regards to lack of stock, delivery dates, which RAM i'm actually going to receieve, and of course the actual initial faults which I still think should of appeared in any testing.)
But what I'd expect from a delivery company is one who can privide better delivery times than 'AM' or 'PM' and if they do fail to deliver, to explain why. A delivery company who's drivers actually hands-free phones on them (so they can actually take calls from the depot when being chased) AND finally call agents within the delivery companies service center who know what times the delivery will be made. I was advised by 3 different people, between 0900 and 1700, then before half 5, and then before 6!
Maestro
Guest
I also have to put to bed this ridiculous assertion that these faults should have been picked up in testing. All computers we manufacture are subjected to overnight burn-in testing and stress testing using state of the art testing software from ultra-x.
If faults didnt occur then warranties would not exist or be needed. And the fact is that the vast majority of faults occur within the first 30 days of use. It is unfortunate, but the fault wasnt present when the pc left us. Yes we could do more testing, maybe 48 hours instead of 24 or 72. If memory faults dont present themselves within a few hours of testing, then it is likely they will not and the faults you had developed after it left us. That is why you have a warranty, and although there was a delay, you are getting a brand new replacement as you are entitled.
If faults didnt occur then warranties would not exist or be needed. And the fact is that the vast majority of faults occur within the first 30 days of use. It is unfortunate, but the fault wasnt present when the pc left us. Yes we could do more testing, maybe 48 hours instead of 24 or 72. If memory faults dont present themselves within a few hours of testing, then it is likely they will not and the faults you had developed after it left us. That is why you have a warranty, and although there was a delay, you are getting a brand new replacement as you are entitled.
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Hi Maestro, Thanks for your time in replying. I'm only replying to the above quoted section as all the information before it is excellent and I fully appreciate the time it went into researching my case and letting me know that information. (This is the first time i've been advised of the full Model of RAM I am being replaced with.)
This part I quote though is slightly incorrect, and sounds easiest than infact it was. When i was initially advised that I would have to send the RAM back, I bought packaging and bubble wrap, (as I couldn't find anywhere with anti-static bags in time, packaging roughly £8 from wh smiths), anyway, that first delivery failed and my computer was down for 3 days due to me having to leave my RAM packaged at work, due to not having any available time to collect the RAM from home, so asked the couriers to attend my work place to replace the RAM.
Anyway, due to each time I was told they would be coming to collect the RAM, I had to remove the working 4GB of RAM from my machine, package it up and obviously, have a PC not working sitting in my office.
The reason for the website, twitter and signature are for the simple fact that I waited around for 2.5 hours after work on the promise of delivery, and then after speaking to Yodel being advised Tuesday was the earliest I would recieve my RAM, no doubt me having to wait again, on the promise that they will arrive. All finding this out past 17.00, when the technical support line is closed until monday 09:00 I believe. So if given the option i probably would of rang the Tech support line, as before, like I have done many times before. I'm sorry you viewed my blog as 'hateful', it was meant to be more descriptive and showing my frustration than hateful.
Maestro
Guest
Hi Ben,
I think i can see a bit of thawing in this issue, which will hopefully be fully defrosted by the time the memory arrives and is installed.
This is the link to the memory manufacturers page on the ram we have sent.
http://www.gskill.com/products.php?index=370
Given, that you have had some downtime since your purchase, I have extended your warranty period by this amount.
It would be reassuring to think that you might be a bit more positive in your outlook and opinion of us once you have the new memory.
I think i can see a bit of thawing in this issue, which will hopefully be fully defrosted by the time the memory arrives and is installed.
This is the link to the memory manufacturers page on the ram we have sent.
http://www.gskill.com/products.php?index=370
Given, that you have had some downtime since your purchase, I have extended your warranty period by this amount.
It would be reassuring to think that you might be a bit more positive in your outlook and opinion of us once you have the new memory.
With my signature being remove for me I have added my post I never intended to post, into my first post. I hope this is acceptable. I've removed any remarks I now deem were probably rude, due to the amount of my frustration i was experiencing.
Thank you for your time Maestro, and I really hope that I receive my RAM on the Monday rather than Tuesday like they're advising it would be, which makes no sense to me. I'll ring up on Monday to confirm due to needing to change the delivery address again if they're delivering on Tuesday. *sigh*
Thanks again for everyones input and constructive critisism of the way i went about this.
Thank you for your time Maestro, and I really hope that I receive my RAM on the Monday rather than Tuesday like they're advising it would be, which makes no sense to me. I'll ring up on Monday to confirm due to needing to change the delivery address again if they're delivering on Tuesday. *sigh*
Thanks again for everyones input and constructive critisism of the way i went about this.
DanteWilhelm
Bright Spark
damn bro, that is shoddy service.
but most people have great experiences
i had one minor problem with my PC, mainly fixed due to my own ingenuity and a folded bit of cardboard.
and the guy on the phone was nice and understood what to do.
this is just i don't know.
failed delivery? maybe their vehicle broke down?
but most people have great experiences
i had one minor problem with my PC, mainly fixed due to my own ingenuity and a folded bit of cardboard.
and the guy on the phone was nice and understood what to do.
this is just i don't know.
failed delivery? maybe their vehicle broke down?
I'd be a bit more understanding if their vehicle broke down I think.. But nope. On wednesday the part never left the depot, on thursday I was unable to take delivery and I told them to defer it until friday, when I waited until 18.15 and was advised the part had been taken back to depot without trying to deliver. (I made sure i gave them my mobile number multiple times too), and now they Yodel told me they'd do their best for Monday but wouldnt be likely until tuesday. Bad times..
UndeadJack
Master Poster
This is Yodel, Not PCS. Yodel are infamous for being too lazy to attempt delivery. It will come eventually... (when your driver decides to drop it off or you pick it up)
Not quite correct
, most of their deliveries do actually happen in the right time frame, but obviously not all, and when you happen to be the poor guy/girl where its not on time it's really really frustrating I'm beginning to think maybe I should write a blog, pcspecialistsarethedogs......... I appreciate Ben had a bad time, hopefully now being resolved. My experience was the opposite, ordered a 15.6 Vortex II on the 24th, it was subject to a couple of minor delays due to the matte screen and Hybrid XT drive, a couple of phone calls confirmed there was no real need to change spec, and I expected things to start happening Monday 3rd Oct. However they started to happen yesterday morning and by 10am it was ready for delivery. A quick phone call to arrange a Saturday delivery at extra cost as I'm not around the early part of next week, and Yodel delivered about 9:30am this morning. Just goes to show, sometimes you eat the bear........
Many thanks once again to PCS, I'm delighted with the Laptop which is now up and running and meeting all my expectations.
Many thanks once again to PCS, I'm delighted with the Laptop which is now up and running and meeting all my expectations.
UndeadJack
Master Poster
Not quite correct
Well I can't really complain as every delivery company in the Cumbria area is terrible (Except FedEx (iloveyou)). I know they are good in most areas though.
HMFC_Riley
Enthusiast
Can't say I blame you. I'm at 3 months (on Wed) waiting for my RMA to be sorted out and I'm completely indifferent towards PCS now. Complete hassle and I'm completely sick of it.
Frenchy
Prolific Poster
Oi get your ass bck on bf3 lol, were waiting.
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