Dissaater

[AlejandroMorant802]

There customer service is awful, i waited 1.30h on friday asking why my pc is been awaiting dispatch for 5 days. So the person who answered the phone just told me he will put a note into and i will be told on monday why it got held for so long and it should deffinatly be dispatched on Monday (Today). I havent been emailed all day. It has not been dispatched it has been 7 days and it still on ‘awaiting dispatch’. I have been on the phone waiting for 2hours already and been stuck on number 5 on the queue for at least 1h. I am so mad i have never had this bad of customer service in my life with any company. Has this happened to anyone??

 

[Citrus_9]

There customer service is awful, i waited 1.30h on friday asking why my pc is been awaiting dispatch for 5 days. So the person who answered the phone just told me he will put a note into and i will be told on monday why it got held for so long and it should deffinatly be dispatched on Monday (Today). I havent been emailed all day. It has not been dispatched it has been 7 days and it still on ‘awaiting dispatch’. I have been on the phone waiting for 2hours already and been stuck on number 5 on the queue for at least 1h. I am so mad i have never had this bad of customer service in my life with any company. Has this happened to anyone??

All this is because of a high demand and Covid (colleagues have to keep a distance, some of them work home...) - not just PCS, but also delivery companies are currently very busy. You're not the only one buying a PC at this time and lots of people buying other things online and it puts a lot of pressure on delivery companies. Just wait patiently and you'll receive it - why keep calling if they won't tell you anything new? They know an item is waiting to be dispatched but likely cannot do anything about it as delivery companies are also busy... This constant calling puts more pressure and make longer waiting times.

 

[SpyderTracks]

There customer service is awful, i waited 1.30h on friday asking why my pc is been awaiting dispatch for 5 days. So the person who answered the phone just told me he will put a note into and i will be told on monday why it got held for so long and it should deffinatly be dispatched on Monday (Today). I havent been emailed all day. It has not been dispatched it has been 7 days and it still on ‘awaiting dispatch’. I have been on the phone waiting for 2hours already and been stuck on number 5 on the queue for at least 1h. I am so mad i have never had this bad of customer service in my life with any company. Has this happened to anyone??

It's completely normal for European deliveries.

They've had to move collections to Fedex from DPD as fedex are the only company who will do european deliveries anymore after brexit. I'm afraid Fedex are not very reliable at all, deliveries take a lot longer to be collected and delivered.

It's all outlined in the stickies, you need to make sure you read them as it contains a lot of useful information, and you agree to read them first when you sign up to any forum.

Also read this thread: https://www.pcspecialist.co.uk/forums/threads/happy-but-disappointed.77551/#post-558104

 

[AlejandroMorant802]

All this is because of a high demand and Covid (colleagues have to keep a distance, some of them work home...) - not just PCS, but also delivery companies are currently very busy. You're not the only one buying a PC at this time and lots of people buying other things online and it puts a lot of pressure on delivery companies. Just wait patiently and you'll receive it - why keep calling if they won't tell you anything new? They know an item is waiting to be dispatched but likely cannot do anything about it as delivery companies are also busy... This constant calling puts more pressure and make longer waiting times.

Im sorry, think making customers wait 3hours on the phone is OK? THERE customer service is horrible, I have never had this bad of a long wait, also if they tell me it will be dispatched on Monday (today) I believe them there is no covid in between or putting pressure, whoever I spoke to on Friday said this never happened where a PC takes longer than 3 days to dispatch. It for sure is the last time I will buy from them! What are they doing which I am waiting for 2.5hours on the phone, how are they taking so long? Im so confused.

 

[SpyderTracks]

Im sorry, think making customers wait 3hours on the phone is OK? THERE customer service is horrible, I have never had this bad of a long wait, also if they tell me it will be dispatched on Monday (today) I believe them there is no covid in between or putting pressure, whoever I spoke to on Friday said this never happened where a PC takes longer than 3 days to dispatch. It for sure is the last time I will buy from them!

That's fine, it's completely up to you.

If you read the stickies and that thread I linked, you'll find it's completely normal.

I'm not going to try and disarm you, you're completely entitled to be angry, but I'm afraid it's the way it is at the moment with most companies, and I'm also afraid you'll be waiting a lot longer than you are expecting for delivery, you may as well get used to that idea now.

 

[Citrus_9]

Im sorry, think making customers wait 3hours on the phone is OK? THERE customer service is horrible, I have never had this bad of a long wait, also if they tell me it will be dispatched on Monday (today) I believe them there is no covid in between or putting pressure, whoever I spoke to on Friday said this never happened where a PC takes longer than 3 days to dispatch. It for sure is the last time I will buy from them! What are they doing which I am waiting for 2.5hours on the phone, how are they taking so long? Im so confused.

Well, it's your choice to stay on a phone? And when - today? Everybody knows that Monday is the busiest day in customer service. And no one kept you so long - it was your decision to keep yourself on line. You're not the only one with queries and questions, and should understand that things are very much different now. If you don't like waiting on the phone - simply send an email.

We've already answered to your questions - no need to keep repeating yourself. Long waiting times due to high demand and repetitive queries and impatience. Delivery time estimate, giving on Friday, most likely changed until today and because FedEx, not the PCS, deliver items, it's not PCS fault. They just advised based on the information they had at the time you queried. But things may change. So just relax and wait

 

[SpyderTracks]

To be fair, it's 1 working day since he spoke to PCS...however, it has been awaiting dispatch since last Monday..that is the issue the OP has in that it is taking so long for dispatch

Thank you, read it wrong.

 

[SpyderTracks]

Customer service staff are not only answering calls from people in your situation, they are also answering a huge number of calls from people asking where their system is (due to new GPU and CPU delays) and are also dealing with tech support questions. An average phone call probably takes a CS agent 5 minutes minimum (it took 10 minutes when I needed to replace a power supply unit)...a complex tech support call could take an hour, maybe more to diagnose. Ultimately, they have a finite amount of time...sure, maybe they could hire more staff but it's not as simple as in normal circumstances

And this is all detailed in the stickies, please do read them.

 

[AlejandroMorant802]

Thank you guys for the responses making me feel a little bit better, just worried as I have been waiting for over a month now and I have never experienced a waiting line of 3 hours so of course im going to be angry. But its all good just gotta be patient.

 

[Citrus_9]

Thank you guys for the responses making me feel a little bit better, just worried as I have been waiting for over a month now and I have never experienced a waiting line of 3 hours so of course im going to be angry. But its all good just gotta be patient.

Just close the eyes and imagine playing games on your new PC Won't take long when it gets true Ah, such an emotional journey buying a PC in 2020-2021

 

[NoddyPirate]

Just close the eyes and image playing games on your new PC Won't take long when it gets true Ah, such an emotional journey buying a PC in 2020-2021

The only game I ever win are the ones I imagine myself playing....

 

[KippleKat]

There customer service is awful, i waited 1.30h on friday asking why my pc is been awaiting dispatch for 5 days. So the person who answered the phone just told me he will put a note into and i will be told on monday why it got held for so long and it should deffinatly be dispatched on Monday (Today). I havent been emailed all day. It has not been dispatched it has been 7 days and it still on ‘awaiting dispatch’. I have been on the phone waiting for 2hours already and been stuck on number 5 on the queue for at least 1h. I am so mad i have never had this bad of customer service in my life with any company. Has this happened to anyone??

I never phoned PCS during my order as it was such a long wait time. Instead I used the 'Technical Support' e-mail option within 'My account' and contacted them for updates. I got a response the same day to all of my e-mails, I think you may have more luck via that option and avoid the long waits on the phone.

 

[Martinr36]

All this is because of a high demand and Covid (colleagues have to keep a distance, some of them work home...) - not just PCS, but also delivery companies are currently very busy. You're not the only one buying a PC at this time and lots of people buying other things online and it puts a lot of pressure on delivery companies. Just wait patiently and you'll receive it - why keep calling if they won't tell you anything new? They know an item is waiting to be dispatched but likely cannot do anything about it as delivery companies are also busy... This constant calling puts more pressure and make longer waiting times.

Yeah everyone extremely busy, I'm waiting for a car to be delivered & am having to wait patiently till a week on Wednesday, when they told me the date, I said it would be nice if it could be sooner but understand if it can't be, folk just need to learn to be patient

 

[NoddyPirate]

I never phoned PCS during my order as it was such a long wait time. Instead I used the 'Technical Support' e-mail option within 'My account' and contacted them for updates. I got a response the same day to all of my e-mails, I think you may have more luck via that option and avoid the long waits on the phone.

I asked a question using that function also and got a reply within a day. It worked great!

I posed a second question in reply - but then realised that all I was doing was wasting their time with silly questions that could wait. So I told them not to bother replying and to get on with helping other with more pressing needs. But I had to use a third message to tell them that, which somehow seemed to completely defeat the purpose.

🤡

 

[jamiephillips909]

Thank you guys for the responses making me feel a little bit better, just worried as I have been waiting for over a month now and I have never experienced a waiting line of 3 hours so of course im going to be angry. But its all good just gotta be patient.

My friend in work who is waiting for his pc to be dispatched rang them after his order has been stuck in dispatching for 5 working days they could not give him a valid reason and said they would chase it up he then called them again this week and they said it would be with him within 14 days its very strange as he is a uk address pritty close to pcs but his only mode of transportation is a motorbike may offer to take him to pick it up at this rate just to clarify this isnt a moan just confused as is he with the situation

 

[NoddyPirate]

My friend in work who is waiting for his pc to be dispatched rang them after his order has been stuck in dispatching for 5 working days they could not give him a valid reason and said they would chase it up he then called them again this week and they said it would be with him within 14 days its very strange as he is a uk address pritty close to pcs but his only mode of transportation is a motorbike may offer to take him to pick it up at this rate just to clarify this isnt a moan just confused as is he with the situation

Such a shame. Proximity to PCS makes it more frustrating although obviously it has nothing to do with delivery speed as all items collected head off to some central warehouse for sorting anyway.

But in many ways it actually does explain quite a bit - if even UK deliveries are getting delayed then it shows just how snowed under couriers actually are - they can't even get around to servicing PCS enough to clear a weeks worth of backlog. It also means when they do finally get around to picking it up it will be sitting in a packed full warehouse waiting in a long line or deliveries to be sorted out. No wonder it's all such a mess.

 

[NoddyPirate]

FWIW for anyone reading this thread wondering about delays - under the majority of distance selling regulations around Europe, including the UK, a Company can take up to 30 days to deliver your goods unless some other agreement is reached between you (such as guaranteed delivery dates for example). I would recommend that everyone try to understand that this has always been the case - we have just become so used to having stuff show up in a day or two that we now expect it all the time. But every online purchase you have likely ever made, be it a £2 plastic bowl or a £5,000 PC, can acceptably take up to 30 days to get to you and you will have no recourse before this timeframe other than goodwill from the Company involved. Since PCS explain when you order that build times are variable, then my take is that you can only start counting the days when your unit is built and ready for dispatch.

If you remain aware that buying online always means up to 30 days delivery, then some of us might see how screaming and shouting after a few days - or even a week or two has passed - is uninformed and unreasonable. Take a breather, take stock, and give PCS some room to deal with the situation. Barking from the sidelines via phone, email, or otherwise, when you actually have no legal right to, will never help.

I too wish my machine will get to me quickly - but I fully accept it might not and I am prepared for the mental anguish I will undoubtedly suffer as I check for updates every day - same as everyone. But I'm ready for that. No harm for everyone else to try to be too maybe.....

 

[SpyderTracks]

Such a shame. Proximity to PCS makes it more frustrating although obviously it has nothing to do with delivery speed as all items collected head off to some central warehouse for sorting anyway.

But in many ways it actually does explain quite a bit - if even UK deliveries are getting delayed then it shows just how snowed under couriers actually are - they can't even get around to servicing PCS enough to clear a weeks worth of backlog. It also means when they do finally get around to picking it up it will be sitting in a packed full warehouse waiting in a long line or deliveries to be sorted out. No wonder it's all such a mess.

Unfortunately the current Covid situation domestically and abroad combined with Brexit for European orders is really biting harder than ever before.

The big companies like AMD and NVidia both gave end of March when they expected things to start returning to better stocks / deliveries, and there’s a lot of data to support that, with Covid injections bringing the R number down in most countries it’s being properly administered, plus manufacturing resources slowly rising after Chinese New Year.

Unfortunately right now and for the next few weeks is likely about the worst we’ll see it.

I know that’s of no benefit to those currently waiting, but we do have to focus on the positives and have hope.

 

[SpyderTracks]

FWIW for anyone reading this thread wondering about delays - under the majority of distance selling regulations around Europe, including the UK, a Company can take up to 30 days to deliver your goods unless some other agreement is reached between you (such as guaranteed delivery dates for example). I would recommend that everyone try to understand that this has always been the case - we have just become so used to having stuff show up in a day or two that we now expect it all the time. But every online purchase you have likely ever made, be it a £2 plastic bowl or a £5,000 PC, can acceptably take up to 30 days to get to you and you will have no recourse before this timeframe other than goodwill from the Company involved. Since PCS explain when you order that build times are variable, then my take is that you can only start counting the days when your unit is built and ready for dispatch.

If you remain aware that buying online always means up to 30 days delivery, then some of us might see how screaming and shouting after a few days - or even a week or two has passed, is uninformed and unreasonable. Take a breather, take stock, and give PCS some room to deal with the situation. Barking from the sidelines via phone, email, or otherwise, when you actually have no legal right to, will never help.

I too wish my machine will get to me quickly - but I fully accept it might not and I am prepared for the mental anguish I will undoubtedly suffer as I check for updates every day - same as everyone. But I'm ready for that. No harm for everyone else to try to be too maybe.....

Very well said!

 

[GavinJames832]

FWIW for anyone reading this thread wondering about delays - under the majority of distance selling regulations around Europe, including the UK, a Company can take up to 30 days to deliver your goods unless some other agreement is reached between you (such as guaranteed delivery dates for example). I would recommend that everyone try to understand that this has always been the case - we have just become so used to having stuff show up in a day or two that we now expect it all the time. But every online purchase you have likely ever made, be it a £2 plastic bowl or a £5,000 PC, can acceptably take up to 30 days to get to you and you will have no recourse before this timeframe other than goodwill from the Company involved. Since PCS explain when you order that build times are variable, then my take is that you can only start counting the days when your unit is built and ready for dispatch.

If you remain aware that buying online always means up to 30 days delivery, then some of us might see how screaming and shouting after a few days - or even a week or two has passed - is uninformed and unreasonable. Take a breather, take stock, and give PCS some room to deal with the situation. Barking from the sidelines via phone, email, or otherwise, when you actually have no legal right to, will never help.

I too wish my machine will get to me quickly - but I fully accept it might not and I am prepared for the mental anguish I will undoubtedly suffer as I check for updates every day - same as everyone. But I'm ready for that. No harm for everyone else to try to be too maybe.....

You're quite right that the Consumer Contracts Regulations which came into force in 2014 do give a retailer 30 days to deliver goods from the point of order. The issue that I believe most disgruntled customers have with PC Specialist is that the company is setting customer expectation and failing to meet it, in most cases not by a small margin but by a long way. You see, the silent salesman that is the PCS website provides an estimated build time - in my case 12-14 working days - which sets my expectation that I should reasonably expect my laptop within 3 weeks of placing the order.

I'm now 17 days in and still at the pre-production stage. I called on Saturday after the third build date I had been emailed was missed and got through in three minutes (I called at 9am btw). The chap I spoke with estimated that based on the current number of builds being averaged each day my build date would be yesterday. On Sunday I received an email to let me know that the estimated build date was going to be yesterday. At this point I've made peace with the idea that I'll give it until Tuesday evening to see if the laptop goes into build.

Sadly, it hasn't gone into build. I had to hold for an hour and forty five minutes last night only to speak with somebody who then informed me that he couldn't tell me when my laptop would be built. I have, for the record, never been kept on hold for that length of time by any company that has taken money from me and failed to meet the expectation they set. This is why so many of us are complaining of poor customer service, not only here on the forum but also over at Trustpilot and other review sites.

When I expressed my concern that if anything were to go wrong with my laptop, when I eventually receive it, I'd get caught up in the queue I was informed that 10 new call handlers were about to come online. When I asked if there had been a similar intake in staff to catch up with builds I received no response. It's this lack of customer service which compounds the issue, when you combine this with express builds that are handled within the stated timescales you do have to question the morality of a company that continues to take extra money and delay builds for others who have already paid.

I was informed on both Saturday and yesterday that all of the parts for my build are picked and ready to go. To try and give PCS a fighting chance to help others on the phone I've asked them to email me today with some timescales they can actually meet - I don't want to tie up resource and delay others by calling again. That's about as reasonable as I can be given they have my money.

Lastly, I'm a head of e-commerce for a retailer in another professional as well as hobbyist vertical. We also retail kit that is manufactured in the same places as the components we're all waiting on from PCS. I know only too well how much pressure has been on the supply chain since Covid reared its head at the start of last year. However, I went about things differently, switching off pre-orders for items that couldn't be obtained within the specified timescales and only re-enabling them when supply began to normalise. I did this because I believe that every retailer should put the customer first. I placed myself in the shoes of people who would have potentially parted with thousands of pounds, and I just couldn't make peace with the idea that they would have to wait for an unspecified length of time without the kit they would have paid for. Perhaps it's time that PCS put customer satisfaction ahead of turnover and profit - because if a company fails enough of its customers then those two metrics can be eroded very quickly...