Conflicting information

[Sampson]

Feel like I’m banging my head against a brick wall dealing with PC Specialist at the moment. Am I being unreasonable??

PC went into pre-production and building faster than I anticipated which is great. The problems started during testing. The PC went into testing on the 12th January and has been in that state ever since. I have rung the helpline to ask for clarification, and twice I have been told that the fault has been identified and fixed. First time I was told the PC would be dispatched on the 19th. This came and went with no dispatch! Another call on Monday, same message that everything is fine and it would be dispatched that same day 22nd, once again no luck.

I rang again today to check and was told that the PC is still in testing and waiting to be fixed!!! I don’t mind delays and understand they have a backlog of orders, it’s the mixed communications that bothers me. I am organising my days off / working from home to ensure I am in for delivery and it’s becoming increasingly frustrating.

Any suggestions of what to do? Or am I being petty and should just be more patient?

 

[steaky360]

There could always be a gap between testing and shipping so in my opinion (for what its worth) I think you're jumping the gun a little swapping shifts based on an in testing date (although entirely appreciate you may have circumstances which necessitate more notice being required to swap shifts etc. and the 19th was mentioned as a dispatch date).

After testing there is 'dispatch' prior to it actually being picked up by DPD. After its picked up by DPD its usually next day delivery. You could opt for a Saturday delivery too if that helps with planning?

I don't think you're being petty as such, but more patience will help temper any inadvertent frustrations.

 

[Scott]

I would personally be more firm on the call that I was receiving the correct information. Getting different stories does my head in also, I had a completely unrelated chat on the phone with Asda the other day and I stayed on the phone with them until I was satisfied that I had my answer.

Customer service call handling has changed massively in my experience. I can't speak for PCS personally but anytime I call any other Customer Service department now it feels like a numbers game to get you off the call as quickly as possible, being given fast & loose information to do so. I've also gotten fed up with this experience so I now don't let them end the call until I am confident they have actually checked what I'm asking, rather than telling me what they think I want to hear.

As above from @steaky360 though, changing shifts at this time is very premature. I understand the excitement about receiving a new bit of kit, but that will just add to your frustration when it could easily be avoided by being patient and wait for the actual dispatch before arranging anything.

It's just unfortunate, most PCs tend to fly out the door without issue. The vast majority in fact. There's always someone that gets the unfortunate situation though.

 

[Sampson]

Appreciate the feedback. I perhaps should have clarified, I have a set number of days I can work from home so have been prioritising for the days they said the PC would be delivered.

It has finally gone into quality assurance on the system. Although I’m not sure how long that process takes. At this point I’m tempted to get into contact when it moves to awaiting for dispatch and just go and collect it myself as I only live 30 minutes away.

I will admit I have been disappointed with the customer service with regards to the phone support. I have felt like they just wanted to finished the call asap and would say anything to put my kind at rest, even if that wasn’t true. I have sent a polite but firm email explaining my concerns to customer services so hopefully they avoid this for someone else.

I know I’m in the minority but god it’s frustrating when it happens to you!