Disappointed with lack of transparency on build times. Should i just cancel order now?

[ptutty]

I order a gaming PC for my son on the 17th Jan. Spoke to someone senior at PC specialist on Jan 26th and was told the PC would be built on the 1st Feb. Rang PC specialist today and now they said it will be ready 13th Feb! Very disappointed son. I was quoted 8-10 working days lead time when i ordered, which is false advertising as far as i can see. I would not have order if i was told it was more like a month.

Is it worth cancelling and getting my money back now? I've been offered no discount or upgrades to compensate. Why would i recommend this company or give them a good review with this level of customer service..

order number: REDACTED

 

[TonyCarter]

If your order was time-critical, then I would have thought you'd have paid for the 5 day or 3 day 'fast track service'.

If not, I'm afraid it's only an estimate.

 

[Martinr36]

Could be that some of the parts you ordered have gone out of stock, which is normally out of the control of PCS, and those times that are quoted when you order are only estimates

 

[SpyderTracks]

I order a gaming PC for my son on the 17th Jan. Spoke to someone senior at PC specialist on Jan 26th and was told the PC would be built on the 1st Feb. Rang PC specialist today and now they said it will be ready 13th Feb! Very disappointed son. I was quoted 8-10 working days lead time when i ordered, which is false advertising as far as i can see. I would not have order if i was told it was more like a month.

Is it worth cancelling and getting my money back now? I've been offered no discount or upgrades to compensate. Why would i recommend this company or give them a good review with this level of customer service..

order number: 2503211

An estimate is just that, it's pure guesswork based on revious weeks queue times and expected delivery dates.

There's absolutely no way to give any certainty, people seem to get confused about what expectations mean.

You're free to cancel at any time if you need it sooner, or buy the 3 or 5 day builds for a premium.

 

[ptutty]

Thanks for the comments. If this is the case shouldn't the website be updated to:

"Standard Build 10-30 days*. *pure guesswork based on previous weeks queue times and expected delivery dates."

and not:

"Approx 8-10 days workings" as was the case when i ordered.


This would allow customers to choose to shop elsewhere or pay for the fast tracking? I rang up twice and was never even offered the option of paying extra to get fast tracked.

It seems pretty simple to put in place a system where marketing/web admin get an update on the latest production backlog each day and update the website according.. it could even be scripted. Even in small restaurant will give you an approximation of how long your food will take based on how busy the kitchen is, and if they take longer they usually discount your bill.

 

[SpyderTracks]

Thanks for the comments. If this is the case shouldn't the website be updated to:

"Standard Build 10-30 days*. *pure guesswork based on previous weeks queue times and expected delivery dates."

and not:

"Approx 8-10 days workings" as was the case when i ordered.


This would allow customers to choose to shop elsewhere or pay for the fast tracking? I rang up twice and was never even offered the option of paying extra to get fast tracked.

It seems pretty simple to put in place a system where marketing/web admin get an update on the latest production backlog each day and update the website according.. it could even be scripted.

Sounds like PCS are wilfully misleading people so as not to lose out on business.

It does, that's what ESTIMATE means. Plain english.

estimate

1. to guess or calculate the cost, size, value, etc. of something: 2. a guess…

dictionary.cambridge.org

I rang up twice and was never even offered the option of paying extra to get fast tracked.

You have full control at all times over your build, you can amend, or cancel at any time in your online account, it's literally click and select. It's pretty straightforward

It seems pretty simple to put in place a system where marketing/web admin get an update on the latest production backlog each day and update the website according.. it could even be scripted. Even in small restaurant will give you an approximation of how long your food will take based on how busy the kitchen is, and if they take longer they usually discount your bill.

I'm sure they'd appreciate your offer to do this free of charge which is of course what you're suggesting?

 

[SpyderTracks]

Jesus, I've just done the calculation on your behalf. If you put the order through on the 17th, the count wouldn't start until the 20th (next day).

So that would make tomorrow as 10 days.

Some serious lack of understanding of "working days" and "estimate" or "approximately".

 

[ptutty]

@SpyderTracks

Based on what you have said, if you went to a restaurant and they said "our estimated wait time for food is 40min", but in actuality it was a 1hr 30min wait you'd be okay with it because they used the would word estimate?

You also did not mention the second definition of estimate which implies it is a calculation based on real data, like when an airline pilot gives an estimated time of arrival for example.

You are correct that i can amend cancel at this point, but this is like waiting 40min for a meal and deciding your going to leave, but in this case you have already paid and know it will take another 4-5 days to get a refund so you can buy another meal!