Anybody having problems with laptop orders and build times?

[benhunt]

EDIT - about 20 mins later it's now changed to awaiting dispatch. Not cancelling now!!! Woop.

Is anyone still waiting on a 2wk old laptop order? I ordered this...

Chassis & Display
Vortex II-17: 17.3" Full HD LED Backlit 16:9 Widescreen (1920x1080) Super Clear Glossy
Processor (CPU)
Intel® Core™i7 Quad Core Mobile Processor i7-2720QM (2.20GHz) 6MB Cache
Memory (RAM)
8GB KINGSTON HYPER-X GENESIS 1600MHz SODIMM DDR3 (2 x 4GB)
Graphics Card
2.0GB nVIDIA® GeForce® GTX 485M - DirectX® 11 (17.3" Vortex II)
Memory - 1st Hard Disk
500GB WD SCORPIO BLACK WD5000BEKT, SATA 3 Gb/s, 16MB CACHE (7200 rpm)
2nd Hard Disk
500GB WD SCORPIO BLACK WD5000BEKT, SATA 3 Gb/s, 16MB CACHE (7200 rpm)
RAID
RAID 0 (STRIPED VOLUME - 2 x same size & model HDD / SSD) (£9)
1st DVD/BLU-RAY Drive
8x SATA DVD±R/RW/Dual Layer (+ 24x CD-RW)
Memory Card Reader
Internal 9 in 1 Card Reader (MMC/RSMMC/SD: Mini, XC & HC/MS: Pro & Duo)
Network Facilities
GIGABIT LAN & INTEL® CENTRINO® ADVANCED-N 6230 inc BLUETOOTH
USB Options
2 x USB 3.0 PORTS + 2 x USB 2.0 PORTS AS STANDARD
Battery
Vortex Series 8 Cell Lithium Ion Battery (3,800 mAh)
Power Lead & Adaptor
1 x UK Power Lead & 220W AC Adaptor
Operating System
NO OPERATING SYSTEM REQUIRED
Office Software
NO OFFICE SOFTWARE
Anti-Virus
NO ANTI-VIRUS SOFTWARE
Mouse
INTEGRATED 2 BUTTON TOUCHPAD MOUSE
Webcam
INTEGRATED 2.0 MEGAPIXEL WEBCAM

... on the 17/05/11 and it's still in testing. It spent about a week in building and has spent a week in testing. I got a message today saying "I can confirm that your laptop has been experiencing a few minor issues in the testing stage". But they haven't told me any more than that. I phoned last Wednesday and they said it would be dispatched the day after or the Friday, didn't happen, then I e-mailed Tuesday and they said they hoped to dispatch either that day or the next day. So now here I am having taken today and tomorrow off work, which I couldn't cancel, waiting for a laptop that probably wont be coming till next week at the absolute best.

 

[oiyou]

Only 2 weeks? I've been waiting more than a month. I have been asked whether I would recommend the machine but have yet to see a trace of it. Yes, I would recommend the spec I asked for but I would not recommend PC Specialist. The 5-7 working days quoted on the website is quite frankly a lie.

Andy

 

[MrShteeeve]

It's a shame to hear you both are having problems with your orders, you can check the status of your orders by logging in and checking the notes that the build team have added to it. They may be waiting for parts or they may be having problems in quality control or testing. If you are really wanting to know exactly what's going on I'd advise giving tech support a call on 0844 499 4000. It's unusual for PCS to be as slow as you say about laptops and builds in general, I'm sure there will be a valid reason for the delay. Hope you get some answers from them soon and also hope that you receive your laptops soon!

All the best,

Steve

 

[Gorman]

Only 2 weeks? I've been waiting more than a month. I have been asked whether I would recommend the machine but have yet to see a trace of it. Yes, I would recommend the spec I asked for but I would not recommend PC Specialist. The 5-7 working days quoted on the website is quite frankly a lie.

Andy

Hello Andy,

Sorry to hear you have been waiting so long. However the nature of your post leaves me with no choice but to respond as such:

Information on delivery times can be found here:

http://www.pcspecialist.co.uk/about-delivery-time/

http://www.pcspecialist.co.uk/forums/showthread.php?1354-The-different-stages-of-production

The relevant parts of our delivery FAQ are here

This is not a guarantee but a guidance date for your reference only, and will only apply if your order is processed today. Orders placed under a finance agreement or by bank transfer will not be processed until we confirm the payment.

After ordering, how long does delivery take?

At PC Specialist every computer is custom assembled to your requirements. We have a finite number of employees but our order backlog changes daily. Based on our backlog we can estimate the average lead times on new orders placed. When considering our estimated lead times it is important to consider that some orders will be delivered quicker than this, but also that other orders will be delivered slower than this. Delivery times vary based on the components you select when ordering.

The estimate given on ordering is an estimate, not a lie.

I have made a note for the call centre to look into this order as a matter of urgency as the amount of time it has been held in testing is unusually long.

 

[LinearHD]

Only 2 weeks? I've been waiting more than a month. I have been asked whether I would recommend the machine but have yet to see a trace of it. Yes, I would recommend the spec I asked for but I would not recommend PC Specialist. The 5-7 working days quoted on the website is quite frankly a lie.

Andy

At no point on the site does it say you'll get the machine within 5-7 days (it's only 5 if you pay for fast track).
In all fairness, they could send you a fully assembled machine within 7 days, but the chances of it breaking are higher and so the risk of inconvenience to you and PCS both is higher. They take their time with the building, testing and QC in your best interests. As stated by amyandsteve, you can call them and ask exactly what is causing the delay. Hope your problems get fixes soon!

 

[Kaves]

Im also having an issue with delivery times

I realize it is just an estimate but it might be time to work on making this estimate process more accurate.

At the end of May they informed me they were waiting on casings. Then the week after another email to say that is has been in processing but should go into production soon.
Then this week, they are waiting on casings again!?! Same message as before, they wont have them till next Wednesday.

Will only get PC therefore the week after next. (at this stage.)

That's 4 (FOUR) weeks after order.

"Delivery times vary based on the components you select when ordering. " - I would assume (I think fairly) the casing were a stock item!!

 

[LinearHD]

Ofcourse, anything at any time can run out, it may simply be that they ordered, say 10 cases, and expected yours to be one of those but a load of people fast tracked and therefore got priority, causing the cases to run out again. It is more than likely you will get your laptop before the 30 day guarantee. I hope mine does too!

 

[Rakk]

I realize it is just an estimate but it might be time to work on making this estimate process more accurate.

The estimates I believe are based from average actual delivery times over the past few weeks I believe, but obviously there will always be some that go quite a bit past that time and those are the ones you will see on the forums, cos most people never even bother to mention how long it takes especially if it's early (they're too busy playing on their new machines) , whereas the moment its more than a 4-5 days late, people post and complain; PCS build and dispatch many many machines a week, only very few will actually take a lot longer than estimated (afaik).

 

[Kaves]

I just feel, and I am sure all will agree, that when buying a really high spec laptop, having it delayed by two weeks for the reason of no casings is REALLY frustrating.

If they gave me the option to put it into fast track at the start I would have, but they were waiting on SSDs.

 

[Theunderdog]

I just feel, and I am sure all will agree, that when buying a really high spec laptop, having it delayed by two weeks for the reason of no casings is REALLY frustrating.

If they gave me the option to put it into fast track at the start I would have, but they were waiting on SSDs.

Well, they wouldn't exactly send you the laptop/pc without what you ordered would they.

 

[Kaves]

Well, they wouldn't exactly send you the laptop/pc without what you ordered would they.

Are you for real?

The point is someone at PCS has dropped the ball here.

 

[DeadEyeDuk]

Are you for real?

The point is someone at PCS has dropped the ball here.

Better a ball than a PC...balls bounce, PCs...bounce less

 

[Gorman]

Customer obviously has a genuine grievance and frustration is understandable. However all that can be said on the forum has been so i am going to lock this thread. Doesn't seem to be going to a happy place.

Our laptop production guys are aware of this issue and it is being dealt with, for any specific information please contact them through an official support channel such as the website email or on 0844 499 4000.