Desktop RMA - taking too long?

Xtie

Bronze Level Poster
Hi there,

My 5950x + RTX3090 + 4x8gb 3600mhz build showed the usual troubles on the day I received it. After a few hours of guided troubleshooting (each over two days) I was asked to send it back.

PCS receiced it on 26th Jan (Confirmed over phone), Updated on system as RMA received on 28th Jan.
It hasnt moved after that. Status: "RMA received"

I was told twice by customer Service that it will be sent back in a week and "a bit" max.
It is a week and a bit more now.
Anyone knows the current TAT for RMAs?
 

SpyderTracks

We love you Ukraine
Moderator
Hi there,

My 5950x + RTX3090 + 4x8gb 3600mhz build showed the usual troubles on the day I received it. After a few hours of guided troubleshooting (each over two days) I was asked to send it back.

PCS receiced it on 26th Jan (Confirmed over phone), Updated on system as RMA received on 28th Jan.
It hasnt moved after that. Status: "RMA received"

I was told twice by customer Service that it will be sent back in a week and "a bit" max.
It is a week and a bit more now.
Anyone knows the current TAT for RMAs?
RMA's are taking around a month at the moment.
 

Zeddicus

Active member
Thanks for posting this thread, @Xtie and for the response @SpyderTracks as I was just about to ask the same question. My PC was sent back via an RMA on 25/1 and was marked as received on 29/1 in my account (so probably received a day or two earlier). A couple of days after yours.

Could you please keep me posted when your status changes and/or you receive your PC back @Xtie just so that I have a better idea as to when to expect mine? I'll obviously do the same (on this thread). My problem is likely the motherboard (according to tech support)...
 

Bhuna50

MOST VALUED CONTRIBUTOR
I was provided a quote of 15 to 30 working days (which equates to 3 to 6 weeks) for RMAs at the moment in a recent email I sent asking as I need to return my laptop.
 

Xtie

Bronze Level Poster
Thanks for posting this thread, @Xtie and for the response @SpyderTracks as I was just about to ask the same question. My PC was sent back via an RMA on 25/1 and was marked as received on 29/1 in my account (so probably received a day or two earlier). A couple of days after yours.

Could you please keep me posted when your status changes and/or you receive your PC back @Xtie just so that I have a better idea as to when to expect mine? I'll obviously do the same (on this thread). My problem is likely the motherboard (according to tech support)...
Hey, here goes.

Date Generated21/01/2021 @ 19:19:39
Date Received28/01/2021 @ 10:58:50
Date Authorised For Dispatch05/02/2021
Date Dispatched05/02/2021 @ 15:37:12
 

Xtie

Bronze Level Poster
I am from Ireland. It hasn’t delivered to me yet, but that’s a FedEx issue. PC specialist kept their word by turning it around in “a week and a bit”.
Yours is taking too long . It’s could be because they are waiting for a part that is in short supply.
If I were you, I would email or call.
 
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Zeddicus

Active member
Thanks for that @Xtie , I'll give them a call later on (y)

Did you get any updates from them in between, or just get notified that your PC had been dispatched back to you?
 

Xtie

Bronze Level Poster
WIthout knowing what is wrong with the system, what parts need replacing etc, it's impossible to say if it's taking too long or not. Just because one system gets turned around in under 2 weeks doesn't mean every system will also get turned around in a similar timeframe, especially given RMA timeframes (as pointed out above your post)....given those timeframes, then "taking too long" would be anything over 30 working days
Since we are stuck on the phrase “taking too long”, here is why I wrote it.
1. “A week and a bit” was the the timeline stated to me by pc specialist rep on a call. It was around the same time as Zeddicus sent his one in too. If “a week and a bit” was the standard time then , if zeddicus is yet to get an update after 2 plus weeks, it is “too long”.
2. RMA should be given priority and probably more updates than a regular order. Every day a faulty product is failed to be fixed and the customer is kept in limbo is “too long.”

Hope that helps.
 

Zeddicus

Active member
Thanks for that @Xtie - would you believe it, I've just had a response to the RMA! They've done some BIOS updates and reinstalled drivers again and said its working fine, so it's being shipped back to me! Really hope it cures the problem...
 

marcoslr

Member
I have the same issue.
It took ages for PCS to accept an RMA and 3 weeks for the desktop to arrive in the UK from Sweden, due to missing and wrong documentation provided to FedEx from PCS.
I have been told that as per my warranty, I have a priority and they would look at the desktop the day after delivery. Now it is another 3 weeks that I wait, since it was received. The person from support assures me that soon is my turn since two weeks ago.
I'm not very satisfied of the support received from PCS so far :(
 

Xtie

Bronze Level Poster
3 weeks before being looked at is unacceptable. I would email them as well. The waiting period seems to have increased.
 

Xtie

Bronze Level Poster
quick update on my side: got my RMA back on 18th, more issues were identified. BSODs and sudden cut outs with black screen were worse after a windows update. Following a lengthy troubleshooting with PCS on 19th morning until lunch, 2nd RMA booked by pc specialist.

My stress from these issues, Brexit delays, etc suddenly cleared up. I saw the light!! I have requested for a refund. Awaiting confirmation on that.

Hope everyone else is faring better.
 

Eoghan OC

Member
@Xtie Just after having my PC collected for my RMA 2 days ago, I’m also from the ROI and just wondering if you had tracking for your RMA? I search my tracking number on Fed-ex and unlike the one given when the pc was dispatched by PCS it hasn’t updated.

Just wondering how the tracking situation was on your end if you don’t mind me asking? Ive been constantly paranoid about my PC ever since there were issue on arrival and I’ve had no update from Fed-ex.

Would appreciate a reply. 👍
 

Xtie

Bronze Level Poster
@Xtie Just after having my PC collected for my RMA 2 days ago, I’m also from the ROI and just wondering if you had tracking for your RMA? I search my tracking number on Fed-ex and unlike the one given when the pc was dispatched by PCS it hasn’t updated.

Just wondering how the tracking situation was on your end if you don’t mind me asking? Ive been constantly paranoid about my PC ever since there were issue on arrival and I’ve had no update from Fed-ex.

Would appreciate a reply. 👍
Yes, it has a tracking number and Yes, you are 100% right to be paranoid.

If you do have a tracking number but it’s not updated, I suggest you call FedEx ; there is very little waiting with their customer service and they can tell you what’s going on. If it continues, ask them to transfer you to escalation team who will actually do something about it. Ask PCS to follow up as well. FedEx updates on the tracking are accurate. If there is nothing on it, there is nothing much happening.
If you don’t have a tracking number, PCS will have to give it to you. But I understood that you do, but it isn’t updated.

Why did I say you should be paranoid?
1. FedEx Economy Saver service to Ireland (that PCS uses ) in my experience is atrocious. If you are outside Dublin, they will deliver “when a slot is available after Priority deliveries.” PCS wouldn’t take a difference and upgrade it to priority.
2. PCS could have given you the wrong tracking number. Happened to me on my 2nd RMA in February. Then I called and they gave me the right one.

My pc (initially delivered on 12th January) , after its 2nd RMA was despatched again on 18th March from PCS through FedEx. And from 23rd March and as I type this, it is with Dublin customs for clearance . Despite repeated calls and escalation, Neither FedEx nor PCS claims to know what’s going on. So that could be the case as well.

I am not scaremongering , but we know that FedEx is atrocious, and off-late PCS is making a lot of mistakes. So , I suggest you keep an eye somehow on that package end to end if you want a better chance to make it work.

But yes, there is a tracking both ways and you should ideally be seeing accurate updates from FedEx, when it updates.
 
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