ThornyFloweringShrub
Bronze Level Poster
I’m writing on this forum because I have lost all hope with this company. I have lost all trust. I have never bought something from a company and felt scammed. This is the most awful experience I have had with a business (which in the grand scheme of things, is very lucky).
I first placed my order for my PC on the 02/10/2020 costing a final total of £2286. This is the most I have ever spent on a piece of technology by a significant margin and something I was very much looking forward to. Originally I had planned an RTX 3080, but it became clear they had no true idea of when they could complete my order. This was not their fault and a problem with the current market situation. So I decided to swap to a 5700 XT as a stop gap. My PC arrived safely on the 26th of October.
From Day 1 I had problems with the GPU crashing. I sort help from members of this forum who were extremely helpful and supportive. Unfortunately nothing fixed my problems. It became clear the GPU had a fault and needed replacing. I sent all the data I had gathered to PC Specialist including crash dumps. They agreed the card was faulty and needed replacement. On the 5th of December I spoke to a very nice member of customer service who helped me with the RMA. I inquired, out of interest, would it be possible to swap to a GPU from Nvidia? The more I had read, trying to find solution for the 5700 XT, the more it appeared many people had experienced problems with this card. I asked about a 2000 series card as I knew this was the equivalent generation, like for like, so to speak. I was informed they no longer had them, but they could swap in a 3060 ti as a replacement.
I was impressed by such a kind offer. I was told, however, “We can indeed go forward with an upgrade to the 3060 ti. This cannot be done as an advanced rebuild but we can arrange collection of your current card and replace it with the 3060 Ti once your current card is received.” Well that worked for me - an extra day or two to process was fine. My card was collected on the 8th of December. Unfortunately my experience has gone off a cliff from here.
I was told on the 10th some final details with the accounts team had to be finished, then the card could dispatch at the “Very latest this will be tomorrow”. I received a call on the evening of the 11th saying I had to pay an extra £92 then the card would be dispatched on the 14th. The 14th came and no dispatch. On the 15th I called up after sitting on hold for an hour and a half and was told it had been dispatched. After talking with DPD customer service it was clear it had never been dispatched. I called again with another lengthy wait and was now told their system says dispatched, but that there were no tracking details. I was told the time on the dispatch didn’t make sense either. It was concluded it definitely couldn’t have been dispatched.
On the 16th I was told “I’m ever so sorry, there appears to have been a problem on the system our side. I have requested this go out today. I will send you the tracking information as soon as it goes.” It did not dispatch yesterday and I have heard nothing today.
I want to now be clear on what I am upset over. Firstly I very much appreciate the world is a complete mess right now. However, don’t just take my GPU for replacement if you can’t replace it. My GPU was frustrating but still had a semblance of functionality. If it takes a long time to replace I needed to know this. I didn’t pre order a card, I was replacing a faulty one. I would have done a simple RMA advanced replacement. My PC is currently just an expensive paper weight and has been out of action for just over a week.
Secondly, I have never been told why my GPU has not been dispatched, or indeed what has happened to it. Has the card gone out of stock and they can’t supply it since we spoke? Then send me a message, and apologise that I will have to wait longer than expected. Every time I have called or spoken (which I have followed up every evening) I am told it will dispatch tomorrow. I now have no trust with anyone I speak to at the company. Because the card never dispatches every day and I have no idea when my PC will be running again. I just want honesty and openness. These failed promises are concerning me because I don’t know what’s happening.
They have not spoken to me since yesterday. I am currently still on hold for over 2 hours. Even if I get through I won’t trust what they say. Yesterday I asked if they can’t tell me when it will dispatch, or why there are problems, if I can get a refund. No reply. The confusion and constant lies (whether intentional or accidental) is infuriating.
Its a shame because I otherwise had a well made wonderful new PC. Now I don’t know when it will be fixed. I don’t know what’s happened to my money or how to get it back as they’ve stopped responding. Potential buyers need to made aware - customer service is great when they’re trying to get your cash. And if you get a PC it will probably be excellent and exactly what you wanted. But the company is seriously struggling with the current market - delays are awful. And if your PC breaks they can’t fix it, and prioritise on those who haven’t spent money yet. If a PC breaks, they should fix it, not lie or hide information and be open from the beginning about expectations on how long a fix will take.
I first placed my order for my PC on the 02/10/2020 costing a final total of £2286. This is the most I have ever spent on a piece of technology by a significant margin and something I was very much looking forward to. Originally I had planned an RTX 3080, but it became clear they had no true idea of when they could complete my order. This was not their fault and a problem with the current market situation. So I decided to swap to a 5700 XT as a stop gap. My PC arrived safely on the 26th of October.
From Day 1 I had problems with the GPU crashing. I sort help from members of this forum who were extremely helpful and supportive. Unfortunately nothing fixed my problems. It became clear the GPU had a fault and needed replacing. I sent all the data I had gathered to PC Specialist including crash dumps. They agreed the card was faulty and needed replacement. On the 5th of December I spoke to a very nice member of customer service who helped me with the RMA. I inquired, out of interest, would it be possible to swap to a GPU from Nvidia? The more I had read, trying to find solution for the 5700 XT, the more it appeared many people had experienced problems with this card. I asked about a 2000 series card as I knew this was the equivalent generation, like for like, so to speak. I was informed they no longer had them, but they could swap in a 3060 ti as a replacement.
I was impressed by such a kind offer. I was told, however, “We can indeed go forward with an upgrade to the 3060 ti. This cannot be done as an advanced rebuild but we can arrange collection of your current card and replace it with the 3060 Ti once your current card is received.” Well that worked for me - an extra day or two to process was fine. My card was collected on the 8th of December. Unfortunately my experience has gone off a cliff from here.
I was told on the 10th some final details with the accounts team had to be finished, then the card could dispatch at the “Very latest this will be tomorrow”. I received a call on the evening of the 11th saying I had to pay an extra £92 then the card would be dispatched on the 14th. The 14th came and no dispatch. On the 15th I called up after sitting on hold for an hour and a half and was told it had been dispatched. After talking with DPD customer service it was clear it had never been dispatched. I called again with another lengthy wait and was now told their system says dispatched, but that there were no tracking details. I was told the time on the dispatch didn’t make sense either. It was concluded it definitely couldn’t have been dispatched.
On the 16th I was told “I’m ever so sorry, there appears to have been a problem on the system our side. I have requested this go out today. I will send you the tracking information as soon as it goes.” It did not dispatch yesterday and I have heard nothing today.
I want to now be clear on what I am upset over. Firstly I very much appreciate the world is a complete mess right now. However, don’t just take my GPU for replacement if you can’t replace it. My GPU was frustrating but still had a semblance of functionality. If it takes a long time to replace I needed to know this. I didn’t pre order a card, I was replacing a faulty one. I would have done a simple RMA advanced replacement. My PC is currently just an expensive paper weight and has been out of action for just over a week.
Secondly, I have never been told why my GPU has not been dispatched, or indeed what has happened to it. Has the card gone out of stock and they can’t supply it since we spoke? Then send me a message, and apologise that I will have to wait longer than expected. Every time I have called or spoken (which I have followed up every evening) I am told it will dispatch tomorrow. I now have no trust with anyone I speak to at the company. Because the card never dispatches every day and I have no idea when my PC will be running again. I just want honesty and openness. These failed promises are concerning me because I don’t know what’s happening.
They have not spoken to me since yesterday. I am currently still on hold for over 2 hours. Even if I get through I won’t trust what they say. Yesterday I asked if they can’t tell me when it will dispatch, or why there are problems, if I can get a refund. No reply. The confusion and constant lies (whether intentional or accidental) is infuriating.
Its a shame because I otherwise had a well made wonderful new PC. Now I don’t know when it will be fixed. I don’t know what’s happened to my money or how to get it back as they’ve stopped responding. Potential buyers need to made aware - customer service is great when they’re trying to get your cash. And if you get a PC it will probably be excellent and exactly what you wanted. But the company is seriously struggling with the current market - delays are awful. And if your PC breaks they can’t fix it, and prioritise on those who haven’t spent money yet. If a PC breaks, they should fix it, not lie or hide information and be open from the beginning about expectations on how long a fix will take.
