Request for feedback on service issue

So I thought I'd see what the forums think of this.

I purchased a new PC from PC Specialist. As part of the package I chose the COOLERMASTER CM Storm Enforcer case, in part because it had front I/O panel with four USB ports.

The PC was built fairly quickly, shipped on time - great. However: the front I/O panel does not work, specifically the USB ports. After contacting PS Specialist, including sending pictures, the response basically is, the front USB ports do not work because they are unplugged, and they are unplugged because they can't be plugged in as they have to accommodate the H80i cooler I purchased.

For now, we'll ignore the issue of whether the site should have noted when I selected the CM Storm case + H80i combination that the front I/O panel wouldn't work. No, the key here I think is that they got the parts and assembled the machine and knew they were leaving the front port USB unplugged in because of the cooler - and never told me. Didn't ask if that was OK, did I want another option, did I want to maybe purchase a pci-e card instead, did I have the option to use another cooler, etc. Nothing. Instead they ship it off, and now I have a case that has four useless front USB ports.

They refuse to accept any RMA for any issue involving USB ports, and they refused my request to at least send me a USB card.

I think this is ridiculous, and it's left a horrible taste in my mouth from what otherwise should have been a great purchase. Am I alone in thinking it's not too much to expect that they'd tell me at build time what they were doing and that I was getting a case with no front USB ports?

I would have wanted to be told too.

Hello there DragonAsh,

Could you PM me your order number and I will look into this further for you.

Yeah i agree, if i ordered 4 front USB ports i'd expect them to be working. I would give them a call and ask to speak to a manager and explain the situation.

Hello there DragonAsh,

First of all my apologies about the issues with the USB ports not being functional and the replies you have had. I have passed this onto a senior member of staff to investigate this further and will be contacting you shortly.

Just an update: a manager at PC Specialist got in touch with me straight away, and helped sort this out in a way I think is fair - generous, even - and also noted the steps they were going to put in place to try and prevent it from happening again.

So thank you - the issue itself was disappointing, but I was impressed at how quickly it was dealt with once moved up the chain. I'm now even more likely to buy from PC Specialist and recommend them to others. I'm always impressed by companies that take rare customer problems and utilize them as opportunities to offer great customer service.

DragonAsh said:

I'm always impressed by companies that take rare customer problems and utilize them as opportunities to offer great customer service.

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I second this, I bought a pack of Burts Guinness crisps last month and it did not taste of Guinness at all. The whole office at work said they did not taste of Guinness, so, I tweeted them my complaint and within 2days had a good will gesture of crisps on their way. 5 150g bags of Guinness crisps arrived at my work place. They still didn't taste of Guinness but the service put in to handle the issue was above and beyond

LFFPicard said:

I second this, I bought a pack of Burts Guinness crisps last month and it did not taste of Guinness at all. The whole office at work said they did not taste of Guinness, so, I tweeted them my complaint and within 2days had a good will gesture of crisps on their way. 5 150g bags of Guinness crisps arrived at my work place. They still didn't taste of Guinness but the service put in to handle the issue was above and beyond

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I once tweeted Yorkshire Tea because my last teabag ripped on the way to the mug after a horrible 14 hour shift at work... they sent me 160 the next day

Having worked for a cocktail bar, I can confirm that that's how I dealt with complaints.

Free cocktails! Free bottles of prosecco!
You a good happy customer yet?
No?
Have some more alcohol!

Always worked