Another official complaint

[RicAND]

Hello,

I've chosen to use this forum to raise this issue, however my dealings with your company so far would lead me to believe that this will have about as much effect as a chocolate fire guard.

I first placed my order for my laptop on the 28th May, after the purchase had been accepted I was told the Laptop would take 20 days to complete due to the obvious effects of Covid-19.

I was also told that I would be continuously updated on what stages my laptop was at, this ofcourse was nice to hear.

That's where all the good points finish.

As time went on and deadline after deadline was not met I raised the issue with your complaints team, I ofcourse understand the recent pandemic has effected eveyeone, Including myself.

However the recent pandemic is absolutely no excuse for the way in which I a customer has been treated, the fact I've had to use this service to just try get a response is a joke, to be honest it's a disgrace.

I have constantly been lied too by members of your workforce, mistakes can ofcourse happen, which I would accept, but every single person in your company that has bothered to email me back has made he same mistake with dates, and then blamed Covid as the course.

If Covid is the course then how is it I have been told the Laptop has reached the testing phase (which means it has been completed), then to be told that it's ready for shipping and will be with me within certain a week.

Which of course hasn't happened.

I dont wish to waste even more of my time typing emails to you, as I've wasted hours of my time already, it's the 31/7/2020, I was told I would have the laptop my 24.6.2020 at the latest.

Even if the laptop was going to be late, but I was etleast kept in the loop to what was going on, and not treated like an idiot I'd be happy, as I am excited to receive a new gaming laptop, having said that, if your customer service is anything to go by I wont be holding my breath.

If you where unable to process orders you should not of taken so many on.

I am unable to attach the emails showing my correspondence between myself and your colleagues, so please read them if you are able to.

The last one which was the one which has made myself write these complaints, not only was it patronizing and rude, it also stated that my laptop would arrive early this week, yet again another lie and deadline missed once again, as it's now Friday and will be a whole new month tomorrow.

 

[SpyderTracks]

Just to let you know, none of us work for PCS, we’re just volunteer moderators. The staff do pop on here sometimes but not very frequently.

I will forward your message to the admins.

Have you not been receiving email updates once a week? The automated system wasn’t coping with the extenuating issues with stocks and reduced staff, so PCS were sending out email updates to customers once a week to keep them updated. But the time estimate given on the configurator should not be followed.

PCSPECIALIST - COVID-19

We would like to apologise for any inconvenience caused, please do not hesitate to contact us on 0333 011 7000 should you have any further concerns.

www.pcspecialist.co.uk

I’m surprised you’ve waited til now to join the forum, we could have helped out a long time ago.

2 months is far too long to wait, the wait is around a month at the moment so something must be quite seriously amiss with your order.

I’ll email the admins now and PM you when I hear something back.

 

[RicAND]

Hello,

Thanks for the reply !

Ok I didn't realise I just typed in on Google PC Specialist Complaints.

As long as the order has been, it's the lack of information from PC specialists. I've been told several times now that my laptop is complete and en route.

The last person I spoke to as mentioned was unbelievably rude, but worst of all lied once again, I say the word lied because it's been too many times now that the Laptop was en route, but hasn't arrived, I also ordered a mouse with it but again I wont hold my breath for that arrive either :/.

I'm in the military and travelled all the way from my camp in the South West England to the North West because I was told the Laptop was on the way, and would arrive within the week, twice that scenario has taken place, this is impacting me financially on more then one level now, I would of cancelled the order but I do infact want the Laptop.

I was receiving updates, up to the point where they told me it was completed and ready for delivery, that's was over a month ago. I've requested they call me on several occasions but have chosen not to, when I call them no one answers.

I know want everything via email now anyway so I can keep a record of everything.

If you could forward this email onto them aswell that would be great, as when I email them I dont receive anything back for days on end now, and our last correspondence wasn't productive in the slightest.

 

[ubuysa]

Hi @RicAND, I moved your posts (and replies) to their own thread because many will assume that OP's problem in the thread you posted to had been dealt with.

I have also escalated this to PCS via a different backchannel to that used by @SpyderTracks to ensure it gets their attention.

One thing I would say is that because of COVID all non-building staff are working from home. That means that when you contact PCS with a problem or question you're talking to someone who is at home. Ordinarily your question/problem could be sorted by the person you're talking to walking over to talk to the department involved, at the moment they can't do that and they have to try and contact the right people by phone. I guess (because I don't work for PCS) that in order to try and help as quickly as possible they're giving the best information they have to hand. None of that is an excuse of course but these are unusual times.

 

[moosEh]

Hi @RicAND

First of all sorry to hear about the issues you have had with the Customer Care team, if you're willing then would it be possible to send me your order number so I can look into it myself?

The best way to communicate a complaint to the Customer Care team is to email [email protected] and their management team will respond to it.

 

[moosEh]

To add to this, I have been able to locate your order number and after speaking to the dispatch team this has now been dispatched. With this DPD should send you an email with your tracking information which will be traceable around 5PM tonight when the parcels are scanned in at our local depot. As you are in a Military camp, once its traceable you can delay delivery until the day of your choice via the DPD app or website, I thought in this instance is was prudent to get the system out to you ASAP as you have already suffered enough delays.

Again I apologise for the issues you have had with the order as it shouldn't have got to this point. I would still strongly recommend forwarding your complaint to [email protected] so the Customer Care Management can properly handle this.

 

[ubuysa]

@RicAND, please complain to the email address @moosEh has provided. People make mistakes but PCS cannot prevent them from happening again if they don't know about them. I realise it won't help you now but it may well prevent the same thing happening to others.

 

[barlew]

Awesome work guys.