Concerning issue due to lack of processors - laptop will arrive mid October!

[Jarvdoge]

I've just been on the phone to PC Specialist as my order was in the pre-production stage after 9 working days (I believe the amount of time they aim to have a laptop ready). I was told that they are unable to source a processor for my laptop and that I will have to wait until 'mid next month' because they receive new processors on the 27th of September. I also made aware that I should have received an email in forming me of this but I still have not received one and have not been made aware of the issue.

Considering that they already have the money for my laptop, I find this appalling since I was not offered any sort of compensation, the processor I will supposedly receive being part of the next generation of Intel's processors and this from what I understand acts as compensation (despite it looking like the only way my order can now be fulfilled). There seemed to be no concern for the time I have already spent waiting, nor the time I will have to spend should I choose not to wait.

Another point I feel I must make is that the person I spoke to told me that they were unable to tell me details about what I would receive and what exactly was going on with the issue. This is certainly not a position you wish to be in as a customer, especially in regard to a product which you have a great amount of customisation over to ensure you are buying exactly what you want.

I would strongly recommend against ordering this laptop in September or October since you are likely to have to go through something similar to what I have.

This experience has certainly betrayed the good reputation that other people I know have given PC Specialist. I will be cancelling my order in a few days as I need a laptop for uni and simply can not wait this long however should PC Specialist either offer sufficient compensation or be able to get the laptop to me in time I would be more than happy to stick with what otherwise appears to be an excellent laptop.

 

[stegor]

Hang on - if you are cancelling due to needing it for uni (fair enough) then why should compensation make a difference? You either need it or you don't.

 

[Warbloke]

I know it is very frustrating to be looking forward to something coming, and then suddenly a delay happens and we must wait longer than we expected.
Very, VERY frustrating indeed.

Is PCS in the case responsible for the delay in some way or is it like an end of line processor you originally ordered and they cant get more? as that's a fair reason.
I also would find it frustrating to purchase something, only to find as soon as I received it, a newer better version was available...

Is the processor that it would come with newer and better than the one you originally ordered? in which case it might be a fair compensation?

Eitherway, you still have a choice.. refund or wait.

The part im confused with is, you say you cant wait that long as you need it for uni... but then say you would wait that long if you are offered more compensation.

edit: ahaaa, stegor's mind works the same way mine does.... which kind of.... u know... scares me a little

 

[ubuysa]

And another "I'm the most important person in the world and I want what I want NOW!".

 

[Warbloke]

ubuysa, he isn't the most important person in the world.

Everyone knows 'I am'

 

[keynes]

I am sorry to hear you experience a delay with your order. What sort of compensation would you expect? i agree communication could improve but i don't think a compensation is likely.

 

[Jarvdoge]

From speaking to them on the phone I should have already been made aware of the issue by email and it has taken me contacting them to actually find out there's a problem. I feel that I should be compensated should I choose to continue to wait - at this point on unspecified amount of time - not only for a new generation of processors to be released but for PCS to receive these processors and actually get a laptop to me with one in. From what I was told I'm looking at a minimum of a around a months wait on top the time I have already waited which is getting on for two weeks now. During this time they already have my money and there's nothing stopping me cancelling and going somewhere else.

I've been in a similar situation with a clothes shop who were waiting on stock for a pair of jeans I'd taken home without realising they had a hole. I was told that if I was willing to wait for their supplier that they would give me a 10% and was pleased to wait. A similar discount from PCS is a big ask and I don't really expect that of them but I feel it would be nice if they could offer something as compensation, be it a discount or a physical item such as a peripheral or maybe some free software.

 

[GeorgeHillier]

Which laptop was it you ordered? A lot of the intel 6th generation laptops they have up do display that they don't have the cpus in yet.

As for compensation no companies over compensation for an order you cancel and most don't if it's delayed. It does mention they have up to a month to complete the laptop (might be 30 working days, not 100% sure)

 

[moosEh]

Hello there,

Just thought I would post here to brief you and any other customers with this issue. Up until yesterday we were expecting several of our lines to arrive in stock before the rework on the 27th. However we received notification that the latest shipments would be the new reworked Lafité/Defiance II/Octane II.

We have been contacting customers as quickly as possible with the below email to see how we can proceed.

Hello there,

This is a quick courtesy email regarding your recent order ( ordernumber ), sadly we have heard from our suppliers that we are unable to fulfill your order. This is because your chassis has gone end of life, a newer version is now on shown on the site however due to a “none disclosure agreement” we are unable to disclose the full specifications and we are not yet aware of costs.

We can keep your order on file and swap you to the new chassis when they are released on the 27th of September, there may be a price difference between the two builds. Alternatively we can cancel and refund your order.

How would you like to proceed?

I can only apologies that this issue has occurred as we normally try to run down stock of our lines before a rework to avoid any delays like this, however as soon as we were aware of the issue we started to take action. As this is effecting a large number of systems the only real options we have are to refund you in full or to upgrade you to the new chassis if it is possible.

 

[keynes]

From speaking to them on the phone I should have already been made aware of the issue by email and it has taken me contacting them to actually find out there's a problem. I feel that I should be compensated should I choose to continue to wait - at this point on unspecified amount of time - not only for a new generation of processors to be released but for PCS to receive these processors and actually get a laptop to me with one in. From what I was told I'm looking at a minimum of a around a months wait on top the time I have already waited which is getting on for two weeks now. During this time they already have my money and there's nothing stopping me cancelling and going somewhere else.

I've been in a similar situation with a clothes shop who were waiting on stock for a pair of jeans I'd taken home without realising they had a hole. I was told that if I was willing to wait for their supplier that they would give me a 10% and was pleased to wait. A similar discount from PCS is a big ask and I don't really expect that of them but I feel it would be nice if they could offer something as compensation, be it a discount or a physical item such as a peripheral or maybe some free software.

I think you are expecting too much and not the same situation as a clothing company. As mentioned before you can either seek a refund or wait for the upgrade

 

[Jarvdoge]

The one I ordered was a lafité with an i5 (5200U off the top of my head) , I checked a few days ago and they weren't offering the i5 option. When I ordered I was able to select an i5 without any issues so I thought everything was okay. I find it annoying that they've let it grtget this without making me aware that they don't have any i5s as I could have looked for an alternate solution in that time. I'm now left running around like a headless chicken trying to weigh up my options and work out what is best for me to do now when ideally I need to be preparing for uni.

 

[Jarvdoge]

The order I placed was for a lafité, does this mean I may receive not only a different processor but a different chassis should I wait?

I understand if you can not fully comment on this issue and the scale of those affected is becoming apparent however it would be nice to have some assurances that I would be reviewing a similar product.

 

[moosEh]

The Lafité laptops have soldered in CPUs, the issue with the stock is resulting from a chassis update.

Beyond it being an update I cannot comment as it will be NDA so I do not know.

 

[carlthegreat]

If I just got my Lafité, can I count on option that I will be able to get it repaired even after my warranty expires. Will it be possible to buy battery 3 years from now? I hope it will be possible because I plan to have this laptop for next 3-4 years as I don't have enough money to buy new laptop every 2 years and I really counted on having support for a while, even if I had to pay for repairs.

Sorry for bad english

 

[Stephen M]

Yes, once you have purchased a PCS computer you can upgrade parts or get new ones at any time, providing they still stock them. If you log on to the site you will find upgrade options and it will say what is available there.

 

[Jarvdoge]

The Lafité laptops have soldered in CPUs, the issue with the stock is resulting from a chassis update.

Beyond it being an update I cannot comment as it will be NDA so I do not know.

Thanks that clears some stuff up, will I be able to find out what you will be offering on the 27th? From what I've seen there is going to be a 'reworking' but I've not heard any mention of an update to the lafité series and if I am going to be offered another laptop I'd really like whatever the next iteration of this series will be or something very similar if the lafite is not available.

 

[carlthegreat]

Yes, once you have purchased a PCS computer you can upgrade parts or get new ones at any time, providing they still stock them. If you log on to the site you will find upgrade options and it will say what is available there.

That's great. Do you maybe know how long will they keep parts in stock? And will they inform me before running out so I can buy what i need?

 

[Stephen M]

I have no idea, it will vary with different laptops. Apart from logging on from time to time to check I cannot really offer any other advice.

 

[LFFPicard]

Thanks that clears some stuff up, will I be able to find out what you will be offering on the 27th? From what I've seen there is going to be a 'reworking' but I've not heard any mention of an update to the lafité series and if I am going to be offered another laptop I'd really like whatever the next iteration of this series will be or something very similar if the lafite is not available.

The email quoted a few times that is currently going out and mooSeh has said will be spoken about as they try and contact all customers says that there is an update to the lafité, All chassis come from Clevo, unfortunately as mentioned they try and run stock down before a change but it would appear that this was a short notice change when a new delivery was due. This can not be helped as the supplier has let PCS down. But as mentioned a full refund is offered or if possible (I am assuming if your willing to wait etc) an upgrade to the new chassis version is offered.

That's great. Do you maybe know how long will they keep parts in stock? And will they inform me before running out so I can buy what i need?

Any standard warranty will include replacement warranty. So if apart does become unavailable then you will receive an equal value/specification replacement. For example if your 3.5ghz i5 4th Generation dies and it is no longer produced you will received the equivalent current generation i5 3.5ghz processor for example a 6th Generation one. So effectively an upgrade. This is also why a lot of technical retailers/manufacturers offer short (1-3year) warranties as the parts would become quickly obsolete after such time.

 

[PCS]

If I just got my Lafité, can I count on option that I will be able to get it repaired even after my warranty expires. Will it be possible to buy battery 3 years from now? I hope it will be possible because I plan to have this laptop for next 3-4 years as I don't have enough money to buy new laptop every 2 years and I really counted on having support for a while, even if I had to pay for repairs.

Sorry for bad english

Yes, we aim to keep spare parts for all laptops for several years. The battery in the Lafité in not easily interchangeable but we do hold spare parts and will be able to supply one if needed. Please note however we cannot guarantee 100% coverage all the time.