Getting ignored by customer service

[iPHAILZ]

I'd like to cancel my order please if this is any indication of what is to come with PCS customer service.

Laptop ordered on the 22nd of August and still in pre-production. Various promises of everything now being in stock and delivery this week and my order still stays at pre-production. It is now very nearly at the end of business on a Wednesday and i have been trying to contact PCS for 2 days and keep getting ignored.

To be honest i only ordered a new laptop to play guild wars 2 in work, and that seems to run OK so i am really not at all bothered about whether i have this laptop or not now.

 

[tom_gr7]

i think you are best to give PCS a bell directly mate as the forums are not a official channel of support. The majority of forum members of are PCS customers, so we can only advise you to call PCS. Nothing else is likely to be achieved.

 

[iPHAILZ]

I agree, but if any potential buyers read this then i am only giving them a warning of what to expect.

With the inability to speak to anyone with live chat is a telephone call going to get any faster response do you think?

 

[Rakk]

I agree, but if any potential buyers read this then i am only giving them a warning of what to expect.

With the inability to speak to anyone with live chat is a telephone call going to get any faster response do you think?

Yes, the live chat is at the bottom of the list of things that gets answered, phones get answered first followed by emails, followed by the live support if anyone has time.

 

[keynes]

I'd like to cancel my order please if this is any indication of what is to come with PCS customer service.

Laptop ordered on the 22nd of August and still in pre-production. Various promises of everything now being in stock and delivery this week and my order still stays at pre-production. It is now very nearly at the end of business on a Wednesday and i have been trying to contact PCS for 2 days and keep getting ignored.

To be honest i only ordered a new laptop to play guild wars 2 in work, and that seems to run OK so i am really not at all bothered about whether i have this laptop or not now.

It is 10 working days, I'd try to wait a bit longer before cancelling my order.

 

[iPHAILZ]

if anyone has time.

Are you employed by PCS?

That really is a silly statement to make to a paying customer, the first part was bad enough but that final sentence really gives the consumer confidence.

 

[tom_gr7]

Ofcourse telephone call will get you a faster response.

I don't work for PCS, I'm just a happy customer, I have never had a problem with getting through to PCS, from calling from my mobile/landline to emails, with emails answered with 24hrs. Ive never used the livechat, purely because its easier and faster to call. Its actually slower to get a response on the forums than anything.

I would like to know how have they ignored you though?

I always check the call waiting times ( http://www.pcspecialist.co.uk/call-waiting/ ) then call up when its not busy, and boom straight through to someone.

 

[Rakk]

Are you employed by PCS?

No I do not work for PCS, I live and work 200 miles away from where they are.

That really is a silly statement to make to a paying customer, the first part was bad enough but that final sentence really gives the consumer confidence.

All I meant was that they can only answer as many phones/email and live chat supports dependent on how many people they have available at the time, and that means that sometimes there will not be people able to answer live chat just cos they are busy and dont have time to answer live chat.

 

[rickne]

I have used Live chat once. Replied within 10 minutes.
I have called 3 times , answered within 10 minutes at peak times.
I have messaged via the PCS Facebook and had several replies. I haven't seen a Facebook post unanswered.
I get regular emails when something changes with my order (which despatched today YAY) and a text message to confirm tracking information.

I'm sorry you haven't experienced this truly wonderful service

 

[SmokeDarKnight]

When did they tell you that everything was in stock? did you live message them or call them before?

The live chat never works for me, i just call them, there a friendly bunch and will advise you better.

Quite surprised as i've never had any complications getting in touch with them with emails and telephone calls.

 

[iPHAILZ]

I'm not looking to get involved in an argument here about lines of support.

I use live chat because it is convenient for me, i have young children here for one which can get very noisy on times plus i can get on with other things whilst waiting for a response.

Being told that the support system has "tiers of importance" is quite frankly insulting.

And for the record is its 12 working days not 10, the only reason i am here now is the build still says 6-8 working days, along with promises of it being delivered this week...i am only trying to get confirmation of this. If i am expected to wait X amount of time then please tell me in the first place then i can make a better informed decision about my purchase.

Taking an order, then basically being told here that "it will be ready when it's ready" isn't really the way i like to spend my money or be treated.

 

[Tom DWC]

@iPHAILZ

Your order has been outstanding for 10 working days (PCS work 9am - 1pm Saturdays but this is the call centre only as far as I know). The current average leadtime on laptops is 14 working days so this is perfectly normal.

Remember you are ordering a custom computer, a laptop to a bespoke specification, this does take some time, unlike buying a pre-configured system.

No moderator works for PCS unless otherwise stated below the forum name or in a signature. We help out on the forums when we can just like other members. As a general rule, you get more help if you're polite.

As Rakk has said, phone calls and E-Mails are prioritized over livechat. This makes 100% sense, I fail to see how that is a silly statement. I too would suggest you try out one of these official methods. The forums are not an official means of communication with PCS so there is no guarantee you will be able to cancel your order on here unless you're lucky enough for an admin to see it (and you will need to have registered on the forum with the same E-Mail address as your account). So it's alot quicker and easier to call, you still have time today, even.*

*I appreciate not everybody is able to call but E-mail response is very swift too.

 

[Rakk]

Being told that the support system has "tiers of importance" is quite frankly insulting.

Noting that I said I don't work for PCS, that just how I presumed it would work, but obviously I could be horribly wrong - but it wouldn't be surprising if it does work how I think it does.

 

[SmokeDarKnight]

I see they told you there was a back log that they were doing there best to get through on the 3rd

http://www.pcspecialist.co.uk/forum...quot-Optimus-IV-Questions&p=160749#post160749

There number is at the bottom of that responce

"These forums are not an official channel for support, if you have a problem with your machine please ensure you notify us through our official channels.

These are through our website mail system or by calling Tech support direct on 0844 499 4000."

 

[rickne]

I'm not looking to get involved in an argument here about lines of support.

I use live chat because it is convenient for me, i have young children here for one which can get very noisy on times plus i can get on with other things whilst waiting for a response.

Being told that the support system has "tiers of importance" is quite frankly insulting.

And for the record is its 12 working days not 10, the only reason i am here now is the build still says 6-8 working days, along with promises of it being delivered this week...i am only trying to get confirmation of this. If i am expected to wait X amount of time then please tell me in the first place then i can make a better informed decision about my purchase.

Taking an order, then basically being told here that "it will be ready when it's ready" isn't really the way i like to spend my money or be treated.

You know what kind of service you'd get with DELL? A billion dollar international corporation? You should see their support forums riddled with unhappy customers. Now PCS is a small but growing national outfit set in a dodgy town (sorry ) in the north of England, yet somehow they seem to get more praise than I've ever experienced from a Computer tech company.

Now like anyone they can't be perfect and there will be people they won't please all of the time but they try their best and it can be quite a personal experience. Just add a bit of perspective from a former Alienware customer. Remember there is a high demand for parts , and sometimes parts just may go out of stock or become EOL (end of life).

No one here is an argumentative person and all anyone wants to do is help. But like I said , don't for one second think PCS has a call centre with a room of Peons. They arnt DELL thank god. Be thankful there support is all UK based.

 

[BlueMirror]

@iPHAILZ

Your order has been outstanding for 10 working days (PCS work 9am - 1pm Saturdays but this is the call centre only as far as I know). The current average leadtime on laptops is 14 working days so this is perfectly normal.

I've found customer service to be very helpful, but I can see very well why he would be annoyed at 10 days waiting time and I'm in very much the same boat. I've been very happy with everything else so far other than the times. When you purchase it you are told that it will take approximately 7-9 days and then after told that the average is over 14 days, double the approximation, and it's not uncommon for it to go to up to a month. I ordered a laptop with 16 days from the time of purchase to when I need to have the laptop by. But I have now had to buy fast track as it really doesn't seem like it will be there in time even though I ordered it giving enough time for it to take double what I was told. Clearly the approximate time is just a lie and shouldn't be there, since it is uncommon for the laptops to be finished in this time. Saying it is perfectly normal for it to take 14 days is just not right.

Though I disagree with his complaint about customer service . I've thought customer service has been outstanding, particularly for the low price.

 

[brukin]

I've sat with LiveChat open for over an hour without response, then other times it's taken less than 10 minutes. It does also give you the option to leave a message. But I have to say it's probably not the fastest way to get in contact with PCS staff in my brief experience with them.

 

[iPHAILZ]

OK, we getting lost here i think.

I am not unreasonable, i understand problems occur and am happy with the free upgrade that was offered to me due to the 3 chassis becoming end of life. It works both ways, i get something slightly better and PCS keeps an order that could be in jeopardy.

My rant over live chat may be a little excessive, yes i can ring/email if needed but as stated i prefer livechat and did get a little annoyed when told that was the least important line of support for anyone.

I have been made promises, it's as simple as that. If i wasn't advised delivery would be this week it's extremely likely i would not be here moaning now and would be more patient. I have only tried to contact support because there is a post here somewhere from an employee stating the chassis' are in stock and orders are getting fulfilled as fast as possible. When i try to fast track the order it tells me the matte screens are out of stock and i only want to know if i change it to glossy would this speed up production.

Coming to this forum i can only expect backlash from happy customers defending the company, it's the way the internet works. The downside is the more attention this generates the more likely a new customer is unlikely to order a PC from the company so it does work both ways..

As said earlier if i was honestly informed of all the facts then i *possibly* would have gone elsewhere. The only thing keeping this order live is indeed the fact that PCS offer a service that i could not find anywhere else for the money and that is a bespke laptop made to how i want it, but having 80% of the perfect package doesn't always guarantee a sale in my eyes.

 

[madness]

I too ordered on the 22nd of August. I spoke to someone via LiveChat around a half hour ago, and I only had to wait 10 minutes - I don't think that's too bad at all. I was informed of the backlog as well, and although it sucks, it's difficult to complain when you take into account the fact that these are custom-built laptops with far greater bang for your buck than pre-assembled products.

Yeah, in an ideal world I'm sure PCS would love to meet the approx. dispatch/build times, but as I understand it they're not a particularly big company. When they're offering superb customer services and amazing value for money, I can overlook a lengthy build period.

That all being said, I still want my laptop as soon as possible...

 

[rickne]

I have 2 2 year olds so I understand your point about convenience. Also you mention coming to the forum when you expect backlash yet you have been quoted twice that the forum is not an official line of support.

PCS haven't been hiding behind a rock from you iPHAILZ. Situations change and I don't believe for one second you are being ignored. Keep on trying the phone

I take it you are referring to the Optimus chassis?