steve25643
Member
Anyone know how long it takes these jokers to respond to a complaint raised with them
Anyone know how long it takes these jokers to respond to a complaint raised with them
- Thread starter steve25643
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Depends on what the complaint is and what kind of resolution you are looking for but they usually respond to emails within 24hrs
No need for name calling people just doing their jobs
SpyderTracks
We love you Ukraine
Completely depends how you've contacted them, what method?
steve25643
Member
If they were doing what i considered their jobs then i wouldnt feel the need to post on here and refer to them as Jokers,
I logged a complaint, didnt get a response, emailed for a response, was told to call a number and speak to someone. Noone would speak to me or tell me when i could expect someone to speak to me. My PC returned to them under warranty has been lost with them not once, but two occasions. As is said, its a Joke, only it isnt because my severely autistic grandson has now been without his PC for several weeks and i still have no idea when i will get it back. Hence my question, is there a timeframe for dealing with complaints and if not, why not. I could be sat here i three months time none the wiser!
I logged a complaint, didnt get a response, emailed for a response, was told to call a number and speak to someone. Noone would speak to me or tell me when i could expect someone to speak to me. My PC returned to them under warranty has been lost with them not once, but two occasions. As is said, its a Joke, only it isnt because my severely autistic grandson has now been without his PC for several weeks and i still have no idea when i will get it back. Hence my question, is there a timeframe for dealing with complaints and if not, why not. I could be sat here i three months time none the wiser!
SpyderTracks
We love you Ukraine
Without knowing how you logged a complaint, or the backstory, we're not going to be able to help I'm afraid.
How did you contact them to l
When you say no one was available to talk to, did the call not get answered?
If you are reading this then you are on the forums page. If you click on 'HOME' it will take you to the PC Specialists page where you can sign in to 'MY ACCOUNT'.
Open the 'MY RETURNS' drop down menu. At first I would try 'track returns' and then 'Returns help' to try and find out what has happened. Stay calm at this stage. If all else fails, use 'CANCEL/COMPLAIN'.
Whoops!! Tracking is only for during dispatch.
Open the 'MY RETURNS' drop down menu. At first I would try 'track returns' and then 'Returns help' to try and find out what has happened. Stay calm at this stage. If all else fails, use 'CANCEL/COMPLAIN'.
Whoops!! Tracking is only for during dispatch.
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steve25643
Member
OK
so i emailed (through the usual email) and logged a complaint
The person i emailed to sent it to the complaints dept
After a few days i emailed the original person asking for a response
I also asked for a copy of the complaints procedure
He was unable to provide either a response or the complaints procedure and advised me to call a number and ask to speak to the complaints dept or a manager
I called the number and asked to speak to the complaints dept or a manager
I was told by a call minder it was not possible for me to speak to anyone other than him and that someone from the complaints dept will be in touch with me when they are ready
I asked how long this would take
They said they couldnt say, only when they were ready
Hence my original query
Hopefully with all of this information you can now help because frankly i dont know what else to do to get a reasonable response from a company i have spent several thousands of pounds with
so i emailed (through the usual email) and logged a complaint
The person i emailed to sent it to the complaints dept
After a few days i emailed the original person asking for a response
I also asked for a copy of the complaints procedure
He was unable to provide either a response or the complaints procedure and advised me to call a number and ask to speak to the complaints dept or a manager
I called the number and asked to speak to the complaints dept or a manager
I was told by a call minder it was not possible for me to speak to anyone other than him and that someone from the complaints dept will be in touch with me when they are ready
I asked how long this would take
They said they couldnt say, only when they were ready
Hence my original query
Hopefully with all of this information you can now help because frankly i dont know what else to do to get a reasonable response from a company i have spent several thousands of pounds with
SpyderTracks
We love you Ukraine
What address? There are several emails?
Thanks for the info, that gives a better view of where the hold up is.
steve25643
Member
the only one they have ever supplied to me [email protected]
steve25643
Member
I dont really think that is relevant now as i have asked them for a timeframe which they refused to give. I also followed instructions to speak to a manager by an employee which was also refused. Am i asking too much that someone who knows what is happening contacts me, nearly six weeks after picking my PC up to amswer my concerns
SpyderTracks
We love you Ukraine
I'm sure they won't have refused to give a timeframe, but I don't want to take sides here, it really needs to be between yourself and PCS.
We will do what we can to facilitate some communication, but can't promise anything as we are not a legitimate support avenue.
But we'll do what we can.
I can't give any confirmation of timeframes as I don't work for PCS and don't know their policies.
steve25643
Member
Please don't question my version. I asked for a timeframe and i was refused. It gives the impression you are "taking sides"
I have given them a deadline anyway after which they will be receiving small claims court papers and i will be using other regulatory avenues to pursue my concerns, as well as the power of review sites.
I have given them a deadline anyway after which they will be receiving small claims court papers and i will be using other regulatory avenues to pursue my concerns, as well as the power of review sites.
B4zookaw
VALUED CONTRIBUTOR
Again, I don’t work for PCS, but I guess the time it takes to reply is entirely dependent on the nature of complaint, backlog of queries and other factors.
And it’s standard call centre policy not to escalate calls to managers. If the agent did that any time a customer requested it, the managers would be handling most calls
steve25643
Member
Ha Ha! i can see why you are a valued contributor. If you cant see anything wrong at all in my account of how they are conducting themselves.........and having worked in a call centre, you are just wrong!
SpyderTracks
We love you Ukraine
There are standard legal guidelines for timeframes, I believe it's up to 8 weeks unless it's directly related to a payment transfer in which case it's 15 days
Time limits for businesses
Read about how time limits affect whether we can help with a complaint.<br />
www.financial-ombudsman.org.uk
Those are just the statutory timeframes, doesn't mean PCS will take that long.
steve25643
Member
I want to hear that from them-when asked they refused to either provide a policy or a timeframe. Would you agree that is completely inexcusable and unacceptable
SpyderTracks
We love you Ukraine
Like I said, it's not for me to say, it's not for any of us to get in the middle of this, it's purely between yourself and PCS.
Anything we say is likely to inflame matters which is not going to help anyone.
SpyderTracks
We love you Ukraine
I am going to lock this thread as there's nothing more we can do on the forum. It's not a matter for this forum.
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