I have few issues with your company!

[IronTiger]

First of all I tried to contact the company 4-5 times during business hours over the period of a few weeks via telephone but there was no answer. I have also tried using the support chat system several times which proofed to be useless – the advisor always disconnected when I asked a question.
Now my bigger issue. Between 3-4 of March I attempted to buy more expensive laptop on finance. I paid the deposit which was 144.30 GBP. The next day my finance credit was declined and I expected my deposit not to be taken from my account as stated in the email. Today I did a summary of my bank account activity and found that I’m short of 144.30 GBP. I spoke with an assistant at the bank who informed me of the situation that 144.40 GBP have been taken and accepted and they will be transferred tomorrow even though my initial credit application was denied.
How can we resolve this problem?
I didn’t wish to publicize this issue on the forum but I found no other possible way of contacting the company.
I’ve purchase a cheaper laptop from PC specialist via different method which at the moment is in pre-production.
Please get back to me on PM , email or however on instructions how to contact you to put this issue to rest.

 

[Rakk]

First of all I tried to contact the company 4-5 times during business hours over the period of a few weeks via telephone but there was no answer. I have also tried using the support chat system several times which proofed to be useless – the advisor always disconnected when I asked a question.

I suspect there was a problem with the chat system if this kept happening, cos it certainly wouldn't be in PCS's best interests to not talk to you, I know some people have problems with it, so you're not the only one.

Now my bigger issue. Between 3-4 of March I attempted to buy more expensive laptop on finance. I paid the deposit which was 144.30 GBP. The next day my finance credit was declined and I expected my deposit not to be taken from my account as stated in the email. Today I did a summary of my bank account activity and found that I’m short of 144.30 GBP. I spoke with an assistant at the bank who informed me of the situation that 144.40 GBP have been taken and accepted and they will be transferred tomorrow even though my initial credit application was denied.
How can we resolve this problem?

The money will reappear soon, what shows on your account I think is just a shadow, so it hasn't actually been taken, it just looks like it has (note: I think it works something like this, but I'm not entirely sure) to anyone who doesn't delve deeply into it. Do not worry, it will reappear, hopefully in the next few days

 

[tom_gr7]

next time you try and call, check the phone lines here, shows you how busy they are, so you can judge when's best to call. http://www.pcspecialist.co.uk/call-waiting/

 

[mantadog]

Rakk is correct, that money is still in your account but has been kind of reserved by the finance company. The money wont be sent, it will re appear in your account over the next couple of days once it works through the system.

I have seen a few complaints about this, perhaps a line or two could be added to the ordering process or any emails regarding finance just informing people how the system works.

 

[JakAttack]

The phones have been quite busy all week, we never 'don't answer', there may be times when we're extremely busy, if I didn't answer the phone for too long I'd get beheaded, or at least replaced.

Livechat has been having some issues, but as it logs who you have been speaking to I will look into this for you, and try to find out what has been happening, if somebody has been doing what you say they have been doing, I would very much like to know who. If they haven't, then I'll try to find out what did happen.

The finance process is very clearly explained in the finance options web page, and states fairly clearly on there that if the finance is indeed declined then it can take 3-5 working days for the money to go back, this information is all available here: http://www.pcspecialist.co.uk/finance/

We also have email options available on both the website and on on our [email protected], or you can PM me on here.

I'm sorry you've had trouble contacting us, I know from working all day that many people have indeed been able to!

 

[JakAttack]

I have also tried using the support chat system several times which proofed to be useless – the advisor always disconnected when I asked a question.

I have checked this out and it was actually the system that went off, there were 4 people online when you tried to connect and the system disconnected, I can see from our logs that no attempt was made by yourself after this time.

 

[PCS]

Just to add to this - we clearly state several times during the ordering process than when a finance application is attempted a marker will be placed against the authorisation amount in your account. The money will never be taken unless the application is approved, but you will not be able to spend the money elsewhere for up to 5 days.

We actually go as far as to have a popup box on the page where you enter your credit card details just to make sure that you are 100% informed of this. As you were unaware of this, I'm assuming that you closed the box without reading the message!

As others have stated - we always answer our phone lines. However you may be put in a queue if our lines are busy. By hanging up you will lose your queue position.

Note the orange box on the right hand side below:

 

[IronTiger]

I apologize for the finance misunderstanding. I got worried because I was doing summary of my bank account activity and those 144.30 GPB were missing and I questioned the lady in the bank she checked and her reply was “Well those money are being transferred , they are approved and they are going to be transferred tomorrow. I don’t know were but you better call the company” + This is my first attempt ever to buy something on finance- I usually like to pay the full amount and I’m not very familiar. And then I couldn’t reach your company over the chat or phone – during business hours I waited 10-15 min on hold and I cannot use any other phone than my mobile at that time and I think you can understand my frustration plus my few bad experiences with other online companies which made me more nervous. During the times I tried using the chat I made several attempts and I always got disconnected I wasn’t informed that you have problem with your system and I couldn’t try again because I have moved in a new place in a new city and I don’t have internet : )..
I apologize again for the hassle I caused. For now I’m happy with the company and the forum. My laptop is in 4th day pre-production I hope to receive it before 28 of march before I go to my trip overboard! Your prices are one of the best and after I receive my machine and everything is alright with it I would recommend you to friends! : )

 

[JakAttack]

Glad to hera, livechat has been stable over the last couple of days and it doesn't seem anywhere near as busy as it was! So hopefully you won't have any trouble in future.

 

[jonny123]

Although ive had many problems with the machine ive just got one thing (In my case) i have to say pcs have done a good job with contacting them,Recived emails for updates and whenever my dad phones you hes never waiting too long before you pick and the workers there have been as helpfull as they can.