ABSOLUTELY TERRIBLE EXPERIENCE!

[MarcoD]

I ordered a laptop in the month of April (€2650), it took 5 days to assemble, 7 days to receive it from the worst courier in the world (FedEx, check their reviews), and when the package arrived, it was EMPTY. The package weighed 3kg at the source. They claim that maybe the contents were stolen. It was packed with only 2 strips of tape.

It took another 5 days to have a new laptop created, and they were planning to ship it with FedEx Economy, which would take 7 days for delivery. Fortunately, I caught the issue and paid for the extra charge. Surprisingly, the new package weighed 7kg, and obviously, they had never put the laptop in the first package.

Finally, the laptop arrives after going through a fake quality check, with the Ethernet port slightly raised. I turn it on, and the HDMI port instantly burns out. I turn it off after two hours, and in the morning, it doesn't turn on again.

I open a RMA, it takes 3 days to get confirmation, and 5 more days for them to receive it. It has now been 9 days, and even though I have proof of delivery, they refuse to issue a refund, claiming they need to perform checks that I cannot verify.

In reality, there is no customer support, the quality is extremely poor, the sales policies are vague, and their treatment towards customers is unfair.

I strongly advise staying away from them and not believing the positive reviews. I have also opened a dispute with my bank, and I am preparing to file a formal complaint for fraud.

Marco

 

[Scott]

You need to allow time for these things to happen. It's all in the terms and conditions that you agreed to with when you placed your order.

You will find that your bank won't be willing to get involved until the T&C time has passed. I believe this is typically 14 days, and is fairly standard across most large businesses.

It's a shame that you have had this experience but I don't think you're putting your point across very well at all... you simply sound unreasonable.

 

[SpyderTracks]

I ordered a laptop in the month of April (€2650), it took 5 days to assemble, 7 days to receive it from the worst courier in the world (FedEx, check their reviews), and when the package arrived, it was EMPTY. The package weighed 3kg at the source. They claim that maybe the contents were stolen. It was packed with only 2 strips of tape.

It took another 5 days to have a new laptop created, and they were planning to ship it with FedEx Economy, which would take 7 days for delivery. Fortunately, I caught the issue and paid for the extra charge. Surprisingly, the new package weighed 7kg, and obviously, they had never put the laptop in the first package.

Finally, the laptop arrives after going through a fake quality check, with the Ethernet port slightly raised. I turn it on, and the HDMI port instantly burns out. I turn it off after two hours, and in the morning, it doesn't turn on again.

I open a RMA, it takes 3 days to get confirmation, and 5 more days for them to receive it. It has now been 9 days, and even though I have proof of delivery, they refuse to issue a refund, claiming they need to perform checks that I cannot verify.

In reality, there is no customer support, the quality is extremely poor, the sales policies are vague, and their treatment towards customers is unfair.

I strongly advise staying away from them and not believing the positive reviews. I have also opened a dispute with my bank, and I am preparing to file a formal complaint for fraud.

Marco

I'm sorry you've had a bad experience, but there are some areas where I think you may be confused.

I'm not discounting there have been hardware issues, but the first instance, if the laptop was missing, it's clearly been stolen, this does happen I'm afraid with dodgy courier companies. But to claim PCS never sent it is just unecessary. I get you need to vent, but there's no need to be accusatory without good reason.

RMA's do take time, it's not an instant process, you're not the only one they're dealing with, you're in a queue. And of course they can't issue a refund without first checking the cause, and to make sure nothing has been removed as unfortunately there are some people just trying to get away with things.

Again, it's not fair and you don't have any cause to say they've refused a refund, they haven't at all, they just can't issue one until they've done their checks, this is the same of any company, there's nothing unusual about that.

I'm not discounting the hardware issues you've had, and in a perfect world, deliveries half way across Europe with extremely sensitive equipment would always go smoothly, but I'm afraid in reality that just isn't the case and it's not about having issues, that's something you have to expect, it's about how the company work to rectify it.

I'm afraid you just have to lower your expectations and be patient. You're not being treated any differently to anyone else.

 

[MarcoD]

No i am not confused.

They received the faulty hardware 9 days ago! (dont forget that the first order was from april... we are in june...) after an incredible amout of incompetence and errors not made by me and i am still wating after 9 days they received the hardware (and they certifiend in RMA pages that they received the hardware), my refound like per European law! A refound process cannot take ages. They got hardware? is the hardware they sent? then?

The messagge of all the situation is: "buy from pcspecislist, and who knows what will happen after?" *then probably is better to don't buy from this company!* that is logic.

And it is 9 days that i have asked, called the support, sent email, everithing.

Than's is enought.

Marco

 

[SpyderTracks]

No i am not confused.

They received the faulty hardware 9 days ago! (dont forget that the first order was from april... we are in june...) after an incredible amout of incompetence and errors not made by me and i am still wating after 9 days they received the hardware (and they certifiend in RMA pages that they received the hardware), my refound like per European law! A refound process cannot take ages. They got hardware? is the hardware they sent? then?

The messagge of all the situation is: "buy from pcspecislist, and who knows what will happen after?" *then probably is better to don't buy from this company!* that is logic.

And it is 9 days that i have asked, called the support, sent email, everithing.

Than's is enought.

Marco

I've issued a formal warning

Were trying to tell you the realities but either you're not hearing us or your simply intent on giving an unfair false impression

Just because they've received it doesn't mean they've looked at it. There are other people in the queue before you that will be looked at first.

You're rights haven't been affected at all, in fact you're expectations are not accomodating PCS rights.

You're not the only person with an issue that needs resolving

And also, I'm betting when you say 9 day, you don't mean working days, so it's probably actually 6 days or so?


Does that make sense?

 

[SpyderTracks]

If you check the terms and conditions of cancellation, it clearly states:

"
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay, and not later than 14 days after the day we receive back from you any goods supplied, or (if earlier) 14 days after the day you provide evidence that you have returned the goods, or if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract."

PCSPECIALIST - Right to Cancel

Right to Cancel

www.pcspecialist.co.uk

If you're saying it's been 9 days, I'm guessing you're not accounting working days. So since 9 days ago, there have been 3 non working days (monday was a bank holiday in the UK), so that's likely 6 days into the process. And that's assuming they received it 9 days ago, and not when you started the RMA which you're not very clear about.

So you still have 8 working days to wait until they have had to have looked at it which brings us to 8th June

So just relax and be patient. You're rights are not being ignored, in fact you're not abiding by PCS rights. And don't keep hassling them unecessarily, that's not going to help your case.

 

[MarcoD]

Yes that is an unacceptable situation.

24 april made the first order - 2680 euro not 2 cent.

5 working days to ship the order
7 days to receive an empty package (and is clear that the laptop was not inside, there is FedEx that say was only 3KG)
6 working days to made another laptop for me
4 days to receive the new laptop (buying fedex day after shipping service! day after! for 48euros! now was 7KG strage no?)
-Laptop dead on arrival after quality control etc.. etc..
3 days to have, with RMA with the request of full refound, the sticker for the package for FedEx.
5 days to go to NL site and get confirmation from pcspecialist that all the hardware was inside.
9 days now to have nothing and still counting (31 May)

You will be happy with a situation like this? that is all on the website under my account.
I just asked my money back, not the moon... 2680euro are a lot.

I know the rules, but as you can see, "14 days after the day on which we are informed about your decision to cancel this contract" are days ago.. and trust me, i sent a lot on emails, calls etc.. etc.. everytime a different story. Do you think i have to suggest to anyone else to buy something here?

Marco

 

[SpyderTracks]

Yes that is an unacceptable situation.

24 april made the first order - 2680 euro not 2 cent.

5 working days to ship the order
7 days to receive an empty package (and is clear that the laptop was not inside, there is FedEx that say was only 3KG)
6 working days to made another laptop for me
4 days to receive the new laptop (buying fedex day after shipping service! day after! for 48euros! now was 7KG strage no?)
-Laptop dead on arrival after quality control etc.. etc..
3 days to have, with RMA with the request of full refound, the sticker for the package for FedEx.
5 days to go to NL site and get confirmation from pcspecialist that all the hardware was inside.
9 days now to have nothing and still counting (31 May)

You will be happy with a situation like this? that is all on the website under my account.
I just asked my money back, not the moon... 2680euro are a lot.

I know the rules, but as you can see, "14 days after the day on which we are informed about your decision to cancel this contract" are days ago.. and trust me, i sent a lot on emails, calls etc.. etc.. everytime a different story. Do you think i have to suggest to anyone else to buy something here?

Marco

It may be unacceptable to you personally, but it's as expressly stated on PCS terms and laid out clearly on the website and in the booklet that comes with the laptop so you should be aware of it.

PCS are not in the wrong here, I'm afraid your expectations don't align with the contract you agreed to when purchasing and that is not PCS fault.

 

[TonyCarter]

Yes that is an unacceptable situation.

24 april made the first order - 2680 euro not 2 cent.

5 working days to ship the order
7 days to receive an empty package (and is clear that the laptop was not inside, there is FedEx that say was only 3KG)
6 working days to made another laptop for me
4 days to receive the new laptop (buying fedex day after shipping service! day after! for 48euros! now was 7KG strage no?)
-Laptop dead on arrival after quality control etc.. etc..
3 days to have, with RMA with the request of full refound, the sticker for the package for FedEx.
5 days to go to NL site and get confirmation from pcspecialist that all the hardware was inside.
9 days now to have nothing and still counting (31 May)

You will be happy with a situation like this? that is all on the website under my account.
I just asked my money back, not the moon... 2680euro are a lot.

I know the rules, but as you can see, "14 days after the day on which we are informed about your decision to cancel this contract" are days ago.. and trust me, i sent a lot on emails, calls etc.. etc.. everytime a different story. Do you think i have to suggest to anyone else to buy something here?

Marco

Sorry, but you're misquoting a bit there...the actual clause you're referencing starts:

...or if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

In your case, goods were supplied - at the second attempt, and faulty, but still supplied - so that clause does not cover your situation.

Your situation is covered by another clause:

...not later than 14 days after the day we receive back from you any goods supplied

As SpyderTracks points out, these will also be 14 WORKING days, so up to 3 weeks between receipt of return and refund.

I know it's frustrating, and gets more frustrating every day, but they'll use that time to ensure it's not been damaged by you before giving you your refund.