RESOLVED - Feedback on recent purchase

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Gebb

Active member
I want to report my experience with PCSpecialist.

Chassis & DisplayOctane Series: 17.3" Matte Full HD 144Hz 72% NTSC LED Widescreen (1920x1080) + G-Sync
Processor (CPU)Intel® Core™ i9 Eight Core Processor i9-9900K (3.6GHz) 16MB Cache
Memory (RAM)64GB Corsair 2400MHz SODIMM DDR4 (4 x 16GB)
Graphics CardNVIDIA® GeForce® RTX 2080 - 8.0GB GDDR6 Video RAM - DirectX® 12.1
1st Storage Drive1TB Samsung 860 QVO 2.5" SSD, SATA 6Gb/s (upto 550MB/sR | 520MB/sW)
1st M.2 SSD Drive1TB SAMSUNG 970 EVO PLUS M.2, PCIe NVMe (up to 3500MB/R, 3300MB/W)
Memory Card ReaderIntegrated 6 in 1 Card Reader (SD /Mini SD/ SDHC / SDXC / MMC / RSMMC)

I bought a laptop to mainly use it to work with graphic design softwares and went for the most expensive option as that is what I needed for my work setup.

It worked fine for the firsts 3 months, after which it has been stored inside a protective carry bag for the whole summer (in a dry place). Two months ago I needed to start to work on my next project and, when I tried to switch the laptop "on", it was not booting at all.

Faults can happen, especially in electronics, and it is understandable. After hours of waiting at the phone, finally a customer assistant answered me and from there I organised an RMA (cost: 35£) to get my laptop looked at and fixed.

After weeks, I receive a notification that my laptop has been posted back to me. When it arrived I immediately tried to switch it on and seemed to be fine. After few days of no using it, it started to have the same exact problem that I had before the RMA: there is no way to boot it and it is completely unusable.

I contact again the customer service (this time by email) and I explain that again my laptop has the same problem it ha before the RMA. The answer I received from the customer assistant (or whoever deals with technical requests) was: "are you sure it is plugged properly and charging?".

At this point, I went absolutely furious. I am missing deadlines, trying to explain to my customers that their work will be delayed because of technical faults and the best answer I received (like if I was dumb) is "are you sure it is plugged properly and charging?". This sounds like a time-grabbing answer, like PCSpecialist is flooded with RMA (not a secret considering the extimated waiting time of 1.5 months (assumming they have parts in stock)).

I will have to send the laptop back again, probably wait until after CHristmas to receive any sort of news regarding it and I will surely be unable to respect my working dealines.

I know of people that had a positive experience and I wished I could report one, but mine is an absolutely awful experience that I do not recommend to anyone.

Best,
 
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SpyderTracks

We love you Ukraine
I understand you're unhappy, but that is the first logical question any service desk would ask. They have no way of knowing your technical ability and you'll be surprised how many people miss the obvious.

Have you already sent it for RMA or do you want to try some troubleshooting?
 

Gebb

Active member
Brilliant, my post has been edited by some sort of moderator because it is against the rule to "bad mouth the company". Only positive feedback are allowed for PCSpecialist. I would not recommend to buy from them.
 

Gebb

Active member
I sent it for an RMA and I highlighted the fact that it had the same problem as before.

If I diagnosed a problem once and it has been confirmed by the RMA team, it means that I know hoe to diagnosed a problem, hence it does not seem like a legit question but rather wasting more time.
 

SpyderTracks

We love you Ukraine
Brilliant, my post has been edited by some sort of moderator because it is against the rule to "bad mouth the company". Only positive feedback are allowed for PCSpecialist. I would not recommend to buy from them.
Again, that's not correct, you're perfectly allowed to give negative criticism, you're just not allowed to bad mouth the company. Those are the terms you agreed to when you signed up to the forum.

I understand you're upset, and I'm not trying to sway you away from that, but all we're concerned about is getting your machine working again. It's up to you if you want to try to find a solution or just wallow in the problem.
 

Gebb

Active member
I would love to find a solution regarding my machine, but also I want to warn people of what they could occur in if they buy from PCS. I am trying to do two thing at the same time, one does not exclude the other.
 

AgentCooper

At Least I Have Chicken
Moderator
They follow the same troubleshooting methodology that any tech company does. Because a lot of the time Occam’s Razor usually comes into play. They certainly wouldn’t be trying to patronise you or waste time.
 

SpyderTracks

We love you Ukraine
I would love to find a solution regarding my machine, but also I want to warn people of what they could occur in if they buy from PCS. I am trying to do two thing at the same time, one does not exclude the other.
I've issued you a warning. These forums are from non-pcs staff purely for support on your system. If you want to vent about your issues, that's fine. If you want to get help on it, that's fine, but bad mouthing the company and undue negativity is not permitted.

Do you want help with the laptop?
 

Gebb

Active member
I am sorry if that was not appropriate. I was expressing myself as I would (and will) do publicly regarding PCSpecualist and I am ashamed if this is not the right place, I apologise.

I would love some help with my machine, many thanks.
 

SpyderTracks

We love you Ukraine
I am sorry if that was not appropriate. I was expressing myself as I would (and will) do publicly regarding PCSpecualist and I am ashamed if this is not the right place, I apologise.

I would love some help with my machine, many thanks.
Ok, so what happens when you turn it on? You need to be fully descriptive, do fans come on, do any lights come on?
 

Gebb

Active member
So, when I try to switch it on, fans / backlighted keyboard/power switch button all start to flash and nothing else happens. (fans sound like breathing going on and off).

I received my laptop after an RMA not even 10 days ago and it is the exact same issue. The official RMA report describes a faulty RAM that has been changed.

As soon as I received it I switched it on and it booted. After that, I left it unused until yesterday, when I found out that the problem still persisted.
 

SpyderTracks

We love you Ukraine
So, when I try to switch it on, fans / backlighted keyboard/power switch button all start to flash and nothing else happens. (fans sound like breathing going on and off).

I received my laptop after an RMA not even 10 days ago and it is the exact same issue. The official RMA report describes a faulty RAM that has been changed.

As soon as I received it I switched it on and it booted. After that, I left it unused until yesterday, when I found out that the problem still persisted.
If you remove the battery and disconnect it from the mains, then press and hold the power button for about a minute.

Then leave the battery disconnected and plug it back into the mains and try booting.
 

SpyderTracks

We love you Ukraine
Thank you for the suggestion.

I just tried and it does not solve the problem.
Same issues? You have to be as descriptive as possible, remember, we're not there, so we have no idea what "does not solve the problem" means.

At the moment, we're not trying to solve the problem, we're trying to identify where the problem stems from. Only then can you know in which are to attempt a solution.
 

Gebb

Active member
Same issue, exact same behaviour: when I try to switch it on, fans / backlighted keyboard/power switch button all start to flash and nothing else happens. (fans sound like breathing going on and off).
 

ubuysa

The BSOD Doctor
Does this startup behaviour happen only on battery or also with the charger plugged in? Does it also happen with the battery out and the charger plugged in?

Do you see nothing at all on screen?

Would you say that the problem only occurs when the laptop has been left unused for a while?

Do you fully shut the laptop down when you're finished or do you sleep or hibernate it?
 

Gebb

Active member
I do not feel confident about opening the laptop. I will try to contact PCSpecialist again to get it fixed or a refund, but it seems it is hard than ever to get in touch with them.
 
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