I was thinking about buying a PC from this site, but i have heard things about the customer service like things such as poor responses when a unit is faulty, and i'm not sure how true that is so can someone tell me how good the service is because i don't want to buy a PC and it then not work correctly but then not be able to get it fixed from the supposedly bad customer service.
!!!i need a question about customer service!!!
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SpyderTracks
We love you Ukraine
If you look on trustpilot they’ve got a great rating.
Ive never had a problem with their aftercare support, but then I’ve not had to use it for the device itself, I’ll let someone who has comment.
If you look on this forum you'll find lots of responses from folk who've had great experiences and also feedback from people who's experience was not good enough. As in @SpyderTracks experience I've never had any issue with any after sales support even going so far as getting support on a device which was well out of warranty (no replacement or anything, but certainly some assistance with diagnosis).
You'll also find that the unofficial support you get from us here on the Forum is quite good to (but I guess I would say that
)
You'll also find that the unofficial support you get from us here on the Forum is quite good to (but I guess I would say that
)
Stephen M
Author Level
The problem with sites like Trustpilot is that the reviewer does not have to prove they bought a product from the company they are reviewing and many of those sites become a Trolls Paradise. I am not saying all the bad reviews are false but I would be very sceptical about many of them. It is worth looking at some of the Amazon reviews to get an idea of how bad some can be and it is also interesting that Amazon flag "Verified Purchse" by some reviews.
I would go along with the posts of Spydertracks and Steaky. I have had no major problems but the couple of times I have need to contact PCS for information and/or advice they have been good.
I would go along with the posts of Spydertracks and Steaky. I have had no major problems but the couple of times I have need to contact PCS for information and/or advice they have been good.
I know I've used their customer service before, my GPU on my previous PC started not being recognised sometimes when I booted up the machine - it was however an intermittent fault so I gave it a bit of time a couple of attempts at re-seating of the card and after about a week or so I gave them a call, the new GPU was with me the new day (as I said I was happy to install the replacement myself) - this was about 4 years ago but - haven't needed help since
(Note: Please read this fully!)
When I bought my Defiance II in summer 2015, it was, to say the least, a less than optimal experience. It was delayed due to driver issues with the then new Windows 10, in particular and unfortunately, when it did arrive it was very poorly built - there were wires caught in the case and exposed.
The laptop itself had a faulty GPU (and even had the testing logs on the drive showing it was failing every iteration of the tests).
I'd paid for express build due to needing it for work but it took far longer than that.
It shipped with only one PSU when I'd bought two.
So...that's the list of the bad. Now the good.
PCS were most apologetic and -very- responsive after I received it and immediately agreed to replace the laptop completely. Now whilst this extra delay was frustrating, they turned it around in just a few days.
The second laptop had none of the problems of the first, at all. It was well built and reliable.
They had already refunded me the cost for the express build without my even having to ask.
They acknowledged simple human error in not shipping the second PSU and it arrived shortly after.
Was I happy to receive the first laptop in the state I did? No, of course not.
Was I happy with how PCS responded (I am always more interested in how companies put things right)? Absolutely. They bent over backwards to ensure that I got the replacement fast.
I went on to use that laptop for almost 5 years. I had to do a repaste after about 18 months, but other than the odd clean in and out, no major maintenance. It traveled all over the UK and Europe with me for work and never missed a beat.
I didn't buy another PCS laptop this year simply because of the lobotimised BIOS that Clevo use. But... I also appreciate I am not your average user so don't let that put you off. I could not recommend PCS enough!
When I bought my Defiance II in summer 2015, it was, to say the least, a less than optimal experience. It was delayed due to driver issues with the then new Windows 10, in particular and unfortunately, when it did arrive it was very poorly built - there were wires caught in the case and exposed.
The laptop itself had a faulty GPU (and even had the testing logs on the drive showing it was failing every iteration of the tests).
I'd paid for express build due to needing it for work but it took far longer than that.
It shipped with only one PSU when I'd bought two.
So...that's the list of the bad. Now the good.
PCS were most apologetic and -very- responsive after I received it and immediately agreed to replace the laptop completely. Now whilst this extra delay was frustrating, they turned it around in just a few days.
The second laptop had none of the problems of the first, at all. It was well built and reliable.
They had already refunded me the cost for the express build without my even having to ask.
They acknowledged simple human error in not shipping the second PSU and it arrived shortly after.
Was I happy to receive the first laptop in the state I did? No, of course not.
Was I happy with how PCS responded (I am always more interested in how companies put things right)? Absolutely. They bent over backwards to ensure that I got the replacement fast.
I went on to use that laptop for almost 5 years. I had to do a repaste after about 18 months, but other than the odd clean in and out, no major maintenance. It traveled all over the UK and Europe with me for work and never missed a beat.
I didn't buy another PCS laptop this year simply because of the lobotimised BIOS that Clevo use. But... I also appreciate I am not your average user so don't let that put you off. I could not recommend PCS enough!
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D
Deleted member 94250
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the customer service with PCS for laptops has been absolutely fantastic.
They dealt with my RMA's very quickly and effectively (after the 1st one, a second slew of issues popped up too, but they also put me on a fast-track RMA for it again). No ditching you if you have any issues like Razer, always willing to help.
was I happy that i got 2 RMA's within a month of each other, no. Was I happy that PCS were more than willing to solve them and get me my system quickly? yes.
sometimes there's QC issues but the customer service is top notch.
ubuysa
The BSOD Doctor
Where have you 'heard things about the customer service'? How authoratitive and trustworthy is your source? What examples of 'poor responses when a unit is faulty' were you given? What evidence did you see that they were true?
TBH just saying that 'you've heard things' without telling us where you heard them makes it impossible for anyone to help you decide how relevant they are.
barlew
Godlike
*EDIT* Their customer service can be extremely good. but in my experience it can be very inconsistent. My main complaint is their hardware in my experience is extremely flaky and their technical team seem to have some problems.*End EDIT*.
My two cents mate and i know many people on here will disagree with me. PCS customer service in my experience has been horrific. I have been a customer since 2012, i have bought 3 laptops from them and they have all failed multiple times within a year. Two of these laptops were returned to me from RMA still faulty after i was assured they had been repaired. My advice is to stay well clear of this company. I have spent around £200 just returning laptops to them for repair.
My two cents mate and i know many people on here will disagree with me. PCS customer service in my experience has been horrific. I have been a customer since 2012, i have bought 3 laptops from them and they have all failed multiple times within a year. Two of these laptops were returned to me from RMA still faulty after i was assured they had been repaired. My advice is to stay well clear of this company. I have spent around £200 just returning laptops to them for repair.
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ubuysa
The BSOD Doctor
That's not a measure of customer service!
Electronic components fail all the time and with the best will in the world nobody can predict when that might be beforehand. If they all failed withing a year you will have been covered by the warranty, so my question to you is; did PCS repair them each time they failed and how quickly did they repair them?
Every company in the world has problems, the measure of good customer service is not how many problems they have, it's how a company responds to problems. If you buy a PC or laptop off the high street we all know that you're facing an uphill battle to get them to even admit there is a problem, much less get it fixed in a timely manner. PCS are not like that. Problems are responded to quickly and repairs or replacements are carried out in a timely manner. That is good customer service.
I have to say that my immediate reaction to someone who has had three laptops and experienced multiple failures with every one probably needs to ask themselves what they're doing wrong.....
barlew
Godlike
Oh wow what a response that is...
I am not even sure where to start here.
I'll refer you to a post i wrote when they cocked up the most recent laptop for the first time so you can read the history for yourself.
I would also like to draw attention to an extremely level headed common sense response you left to me on that thread yourself UBUYSA.
https://www.pcspecialist.co.uk/forums/threads/unfortunately-a-very-mixed-bag.64389/#post-446475
The first post details the entire dealing i have had with PCS apart from the most recent RMA.
The most recent RMA the motherboard died, PCS swapped it out and returned it to me in a week (well done PCS) unfortunately they forgot to connect the Wi-Fi card to the antenna so the day i got it back i had to take the laptop apart to connect it.
I have submitted an official complaint to PCS but as of writing which has now past their 7 working day response time i am yet to receive a reply.
Just for your awareness i have been a level 3 technician in this field for a long time. I am not the cause of the hardware failures i have seen. If i was PCS would not have fixed all 6 RMA's i have had under warranty.
I also find your blind support for PCS and your readiness to blame me for their problems highly offensive especially when it comes from a moderator of this forum.
As i said in my previous post many people here will disagree with me and i am well aware my experience with PCS appears to be the exception however after the experience i have had i could not recommend them to anyone.
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Can't agree with this and I see my absence here hasn't calmed your combative tone...
Yes, of course electronics can and will fail, but just blindly blaming a user is not good. How can you possibly tell someone what their customer-service experience has been like?
Edit: Companies need KPI as well so to make sweeping statements that it doesn't matter how many issues there are is plain wrong. We had Mooseh having to step in just in the last few days because someone on support @ PCS was being less than helpful by stating "Run AIDA" "Those temperatures are fine - no issue" despite there being a clear, repeatable, issue.
Companies need to understand where and when they drop the ball to try and prevent it from happening. Sending back a unit post-RMA with aerials not connected it careless and I am amazed it wasn't picked up in their repair centre prior to being shipped out - that is a quality issue that needs addressing.
It does strike me that whilst they DO try to put issues right (and I don't believe anyone has said different) it does seem to matter who you get looking at those issues.
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barlew
Godlike
This is something that annoys me. I have had two different laptops returned to me by PCS in my time which were both clearly faulty. One i had to send back for another RMA the other i could fix myself. I also had a laptop built in completely the wrong chassis sent out to me which had to get sent straight back and completely rebuilt. This company touts on their website that they are ISO 9001 certified so i have to ask myself what QMS are they implementing because it is clearly missing big problems in their processes.
I have to say, too, that from your earlier postings you have been far more tolerant and patient that I would have been under those circumstances.
Although I can see how PCS putting the wrong screen in the chassis could easily be construed as something you're doing wrong yourself...
Ordered a PC back in 2012 and the technical support I received over the phone was fantastic as they were trying everything in their power to sort out the issue.
Turns out, the GPU and Wifi card has dislodged in transit.
I guess all you have to do is look at the sheer volumes in orders to see they are doing a good job.
Unfortunately as with most companies, you may got an individual on the phone that doesn't meet expectations. I had the same thing with Samsung not providing me a UK power lead, they told me they can't help me as the monitor I ordered wasn't built in the UK...what???
Turns out, the GPU and Wifi card has dislodged in transit.
I guess all you have to do is look at the sheer volumes in orders to see they are doing a good job.
Unfortunately as with most companies, you may got an individual on the phone that doesn't meet expectations. I had the same thing with Samsung not providing me a UK power lead, they told me they can't help me as the monitor I ordered wasn't built in the UK...what???
Absolutely - every company has their share of dead wood.
ubuysa
The BSOD Doctor
Without wishing to spoil your mutual admiration society, you both conveniently miss the point. My post was about the meaning of customer service. @barlew was quite wrong to claim that good customer service is having no faults. Of course every computer shipped by PCS should work perfectly, at least for the life of the warranty, but life isn't like that no matter how hard you try. Good customer service is how you respond to problems, that's what the OP was asking...
As for my comment about three laptops with multiple failures, that is extremely unusual and observing that the common denominator was the user is perfectly reasonable.
As for my comment about three laptops with multiple failures, that is extremely unusual and observing that the common denominator was the user is perfectly reasonable.
barlew
Godlike
I never once claimed good customer service was having no faults i just relayed in extremely brief terms my experience with PCS which i class as less than exemplary customer service.
I would class returning two laptops still faulty poor customer service... I class sending out a laptop built in the wrong chassis poor customer service. I also class not responding to official complaints poor customer service. I would be surprised if i was the only one with that viewpoint.
There is absolutely nothing reasonable about you jumping the gun and blaming me in the way you did and any reasonable person would see that.
Whats more i note that you haven't addressed any of my points and apologised for your unfounded accusation.
You often have an abject failure to be able to admit making a mistake and it comes across as both incredibly rude and arrogant and very adversarial, not to mention childish. You made an assumption (and outright accusation) about the user and what he was doing without checking his previous posts. It isn't a "mutual admiration society" - please stop being rude and behave like a moderator should. Accept you made a judgement about his capabilities, that in no way can you actually blame a user for the wrong screen being fitted, for example, apologise and move on.
To use your own words back at you, you very conveniently miss those points and choose not to address them.
You repeatedly poo-poo anyone who wants to use a PCS machine out of what limited use cases you believe are the only ones with quotes like "PCS are Microsoft partners" and therefore cannot support Linux. This is patently untrue - my own company is a MS partner and use open source software extensively - with MS's support! They even ship Windows with a Linux Subsystem.
The entire network stack in Azure is based on a customised Linux SDN fabric is another example where MS actively support the use of open source.
And then there is the small fact that MS have been the single largest contributor to open source for the last decade.
You seem to believe blindly that users shouldn't have access to their own BIOS'es, believing that users are inherently untrustworthy and will "cook their machines"* whilst simultaneously ignoring questions about how, exactly, enabling VT extensions can do that?
Again, if you took the time to read his other posts, he's actually full of praise and seemingly limitless patience for PCS customer service but it's a totally valid perspective that having had the issues he's had, he doesn't want to recommend the company.
You realise you come across in a very negative light when you start to hurl accusations and name calling. NOT fitting for a moderator. Seems a common theme that people here get granted that role and start to believe they are better than other contributors and I think it's past time that PCS had a more active role on their forums.
*I am paraphrasing of course before you pick me up on the exact wording.
I am literally sat shaking my head.
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