Cannot stay silent over this terrible service any longer. Read on and beware.

[Lara_G]

I originally bought from PC Specialist because of the good reviews I'd seen. In the end, I bought the Vortex IV which took longer than expected to build, but no problem, I was happy to wait for something quality.

I was wrong. The laptop arrived faulty: a charging port issue, neither of my batteries would charge up. I sent it back and they replaced the motherboard.

It worked for about three months and I had another massive power failure after Christmas, it would not switch on whatsoever with the battery inserted. Sent the laptop back for repairs, and they replaced the motherboard *again*. At the time of sending it in the second time, I asked them to check the microphone, because it was very muffled despite changing settings, drivers, etc.

It took them 2 weeks to 'repair' the laptop and upon return, it had simply redeveloped the original fault that I had when I first got it. They also hadn't even touched the microphone, despite it clearly being on the fault report when I sent it in.

And they decided to give me a little extra with my "repair", a crushed hinge on the back of the case where it will no longer close (bottom right):



I have returned the laptop to them because under trading standards, the machine is not fit for purpose, and they have demonstrated to me that they cannot repair it and have even added further damage.

It has been over a week and I have had no response regarding the refund. I would appreciate advice from anyone here on how to take this further.

They have 1.1k of my money, I would have expected more professionalism.

*edit* Yep, I've both called and emailed them, and I can't get more of an answer than 'we don't know what's happening with it'. I can't get an update. And no, I don't want it repaired again, just a refund, it's obvious they cannot repair it.

 

[tom_gr7]

this sounds very unfortunate. I'd suggest calling them up and talking it through. I'm sure PCS will do all they can to get it sorted.

 

[Lara_G]

this sounds very unfortunate. I'd suggest calling them up and talking it through. I'm sure PCS will do all they can to get it sorted.

I've emailed them and called them. Apparently it's "out of their hands and with the sales manager", though I've had no feedback whatsoever when they told me it would be 5 days maximum when I sent it in.

 

[steaky360]

Sorry to hear you've been having a hard time. I'd imagine PCS will offer to repair the laptop rather than refund straight away (But I don't know that, I don't work for PCS). Best bet would be to phone them to discuss it directly as opposed to sending emails. Once you get their response, follow up the call with an email and detail what they've discussed with you on the call.

That way you're both covered Seems the most sensible option to me.

 

[Lara_G]

Sorry to hear you've been having a hard time. I'd imagine PCS will offer to repair the laptop rather than refund straight away (But I don't know that, I don't work for PCS). Best bet would be to phone them to discuss it directly as opposed to sending emails. Once you get their response, follow up the call with an email and detail what they've discussed with you on the call.

That way you're both covered Seems the most sensible option to me.

As I say, I've called them, and I can get no response other than "we don't know what's happening", basically. :/ I don't want a repair, the thing's broken 3 times in 3 months, and they've demonstrated they can't repair it properly. I'm so disappointed.

 

[mantadog]

Well first off I'm sorry to hear about your experience. It is most certainly not how PCS normally deal wit things in my experience anyway.

Obviously faults can happen in any tech, you have had it happen 3 times now which is obviously too many. The first 2 seem like genuine faults that just sometimes happen, not much you can do about them, the only crumb of comfort I can offer is that one way or the other this will get sorted. How many other companies let you post on an open forum to make a complaint, i certainly don't know of any that wouldn't delete them.I don't know much about the microphone, could be a fault, could be software. I would have a look to see nothing is blocking the hole in the chassis to the microphone, but I feel that is a secondary issue at the moment.

Re the hinge, I'd say that's 99.5% sure to be caused in transit, happens fairly frequently and unfortunately nothing PC can do about it. it would make 0 sense for PCS to damage it then send it back to you, I just don't think they would.

With regards to how you go on from here. The only thing you can do is call the call centre and calmly explain to one of the guys what has gone on. Explain its happened 3 times now for virtually the same fault, I would be asking for a re build in a different chassis. If that fails to live up to your expectations then ask for your money back.

Lastly I really do believe that PCS will get this sorted for you, one way or another. I only bother to post here because of how I see PCS go about business every day, I realise you have had an extremely bad experience up to now but I would give it one more shot by asking for a re build in a new chassis as it sounds like something could be shorting out the motherboard on the chassis or the charging connector in the chassis.

Let us know how you get on and what you decide to do.

 

[tom_gr7]

If i were you, I would call them up ask to speak directly to the manager and ask for a whole new rebuild (ie brand new build).

 

[steaky360]

As I say, I've called them, and I can get no response other than "we don't know what's happening", basically. :/ I don't want a repair, the thing's broken 3 times in 3 months, and they've demonstrated they can't repair it properly. I'm so disappointed.

Yeah, sorry I had not refreshed the page when I wrote my response and didn't realise you'd already mentioned that.

I understand what you're saying. However assuming they've replaced the motherboard three times (or at least twice) it seems as though you've had two faulty motherboards, which is very unlucky but doesn't necessarily point to PCS not repairing the laptop properly. The damaged hinge could be another story, but that is likely to be damage during transportation rather than damage when repairing the laptop (they literally do that sort of thing for a living so will be well versed in carefully taking the laptop to bits).

Your best option is still to call them and ask to speak to the sales manager who might be able to explain a bit more about the process they are going through (and why no one else has been able to keep you updated)!

As tom said though, PCS will sort it, they do encounter problems due to the quantity of components they sell, but they always get to the bottom of things and sort them out eventually!

 

[Lara_G]

Well first off I'm sorry to hear about your experience. It is most certainly not how PCS normally deal wit things in my experience anyway.
Re the hinge, I'd say that's 99.5% sure to be caused in transit, happens fairly frequently and unfortunately nothing PC can do about it. it would make 0 sense for PCS to damage it then send it back to you, I just don't think they would.

With regards to how you go on from here. The only thing you can do is call the call centre and calmly explain to one of the guys what has gone on. Explain its happened 3 times now for virtually the same fault, I would be asking for a re build in a different chassis. If that fails to live up to your expectations then ask for your money back.

Re: the hinge damage, that would seem strange to me if it came from transit, it's in a very localised place and it was well packed in the original packaging both directions. I mean who knows, but I have my doubts.

I have phoned up already with no luck. Do you think they'd let me speak to the manager?

 

[Lara_G]

I understand what you're saying. However assuming they've replaced the motherboard three times (or at least twice) it seems as though you've had two faulty motherboards, which is very unlucky but doesn't necessarily point to PCS not repairing the laptop properly.

I just find it strange that whoever wrote the repair report said that they 'charged the battery up a couple of times to check it was working' and that it all worked and they were satisfied, yet when I got it back it was obvious both batteries didn't charge. So what happened there?

 

[mantadog]

I think if you phone up and explain the situation calmly and as you have here so its obvious that this is really quite unacceptable, they will let you talk to someone a little high up the food chain. I know they have agreed in the past to total rebuilds in situations like this, so I don't see any reason why this time would be any different.

They key is how you explain yourself, like any situation communication is the key. PCS is a small company but that doesn't mean its not busy, sometimes communication from them to you will go astray and that's the same in any business.

 

[steaky360]

Re: the hinge damage, that would seem strange to me if it came from transit, it's in a very localised place and it was well packed in the original packaging both directions. I mean who knows, but I have my doubts.

I have phoned up already with no luck. Do you think they'd let me speak to the manager?

I just find it strange that whoever wrote the repair report said that they 'charged the battery up a couple of times to check it was working' and that it all worked and they were satisfied, yet when I got it back it was obvious both batteries didn't charge. So what happened there?

Again, I understand what you're saying and had I experienced that first hand I guess I'd also be doubtful. However, from my experience with PCS they are exceptionally trustworthy and do want to get the best result for you. I find it very difficult to believe that they would essentially lie or falsely say they've fixed something when they infact had not. And also I would not expect that they would damage your laptop and not tell you or damage the laptop and not notice (its the sort of thing they'd most likely document for their own purposes, i.e. damage upon arrival etc.).

Of course, I could be naïve and my opinions of PCS 'rose tinted' due to my positive experience. But I'd stick with it and you'll get a good result soon I'm sure of it!

I'm certain if you phone up and enquire (you might need to phone back) you'd be able to speak to the manager.

 

[Lara_G]

I appreciate the advice, I think the best thing for me to do is to update this thread on how it goes with making contact with the manager.

 

[steaky360]

I appreciate the advice, I think the best thing for me to do is to update this thread on how it goes with making contact with the manager.

Definitely! I (for one) would like to know how its resolved! Fingers crossed for a speedy and satisfactory resolution!

 

[keynes]

That is pretty unfortunate. I had a few issues with my first build (ran out of RMA pages on my booklet :surrender: ) but decided to give PCS one more chance and they fully repaired the system and did a full rebuild. I have not experienced a fault since then. I would suggest writing a recorded letter to PCS to acknowledge the issue, before sending the laptop back to fully informed you of the situation and the possibility of a refund if possible. I wish you luck but I am certain you will reach an amicable solution to this issue, I have dealt with them a few times and PCS has never disappointed me.

 

[halox]

There are a lot of unhappy customers of PCS in these forums. Even customers who are still happy but have faults with new builds which should never happen if the Quality Control is up to standard. I too had numerous problems with my build. It would seem I am not alone. Far from it. It would be interesting to have a poll of people who had to contact PCS when they received their PC and compare it to those who didn't.

 

[keynes]

Not everyone would start a forum account before/after a purchase. People are also more likely to report a problem than write a positive comment, at least that is what I think.

 

[SmokeDarKnight]

I agree with Keynes, people can be very quick to name and shame but if someone gets a great product praise isn't a top priority for most. If people feel disappointed and let down they want to try and make their voice heard and giving a bad public review is one of the best ways to do it. Perhaps feel like there causing some damage.

Not saying whether its right or wrong but when people do it here all we can do is give some community support, in the end of the day its always going to be the phone call conversations between customers and PCS that make the difference.

I do hope you get this sorted out Lara_G and that you get your laptop back the way it was ment to be... AWESOME and running smooth

 

[Boozad]

Not everyone would start a forum account before/after a purchase. People are also more likely to report a problem than write a positive comment, at least that is what I think.

This is right. Look how many spec threads pop up that turn into orders, then add the amount of orders PCS receive that don't even make it onto the forums, and the amount of complaints in comparison is minimal. I've bought four systems from them in the past (one for my dad) with no complaints. Three of the systems are still working perfectly. That skews any average straight away.

 

[Boozad]

It would be interesting to have a poll of people who had to contact PCS when they received their PC and compare it to those who didn't.

How on earth would you plan on doing that?