Kinda unimpressed

[Buzz]

A Computer was ordered 31st Jan. 12 working days on - pre production. So I mail PCS and ask what the story is and am told 2 days laterthe case and the processor I ordered are not in stock....

Here is my issue, Items NOT in stock should not be listed to purchase in drop down menu unless stated they are not in stock and show the wait time. If they are, then after a few days PCS should have contacted me to tell me whats going on. It took 2 full days to get a reply from PCS on my message about if the parts where in stock or not and reply was no they will be in stock soon. Totally useless information to me. Soon could mean anytime. So another mail sent out to ask what "soon" means and am expecting another 2days wait for reply on that.

This to me is just not a good enough standard considering the amount of money being spent on computers. If at the time I had have known the parts where not in stock I wouldnt have ordered them. If I knew in the first place those parts where not in stock I could have changed ages ago, where now its at the point of I may as well leave it go on and wait even longer.

Basically how it feels is you get no support and help until comp is actually built, rather then right from the moment your payment is accepted.

Its pretty simple. Computers get ordered..Order is accepted..processed..If at process stage parts are found to be not in stock, contact the person to let them know expected date of delivery dont just let us wait checking everyday to see what the story is. If known earlier, id have certainly gone a different route either on parts or on place of purchase in general.

Whats worse for me is I actually love the PCS site and the majority of how they conduct their business. But on the time scale along with communication on why people are waiting, In my opinion is just not great.

I hope the parts do come in soon and soon as in today or tomorrow and not soon as in sometime soon whenever.

 

[Frenchy]

By the sounds of it you have emailed them asking for support, and while this is an official line of support by far the quickest way to deal with a problem like this would be to ring them. You can check the phone wait times on the main website so you wont have to spend too much time on the phone. They also have an online chat system, I used this while I was at work and unable to use the phone, and as soon as a rep was available I was able to chat.

On the website I believe it does state when parts are currently out of stock, but will let you order anyway if the parts are expected soon, thats fair enough because often parts wont be in stock, especially more specialist parts since they are dealing with custom built PCs.

 

[Buzz]

I would ring but am not able to during work hours. When I ordered I saw NO mention of parts being out of stock on any of the pages I was brought to.

Last edited by Rakk; Today at 11:09. Reason: Watch your language please.

My apologies, I didnt realise I had used any language. ???

 

[JakAttack]

Can you PM me your order number please so I can check this out for you?

 

[Buzz]

Done. Thanks Jak. Appreciate the speedy reply on this.

 

[Buzz]

Felt the need to moan in first thread so felt the need to give my appreciation now.

Jak has explained everything in PM to more then my satisfaction and would just like to take this moment to say how much I appreciate it and how nice it is that within the space of an hour how an opinion or attitude can change with just some blatant common decency., Good stuff PCS. Back up tops in my list.

 

[JakAttack]

With for_the_buzz's permission, here is the response I gave in case anyone else has a similar issue:

Okay, checked this out for you, found out the two components that we are waiting for, and firstly let me say I completely understand your frustration, 12 working days is too long.

The main issue we have had here is the i7-2700K, they have been quite hard to get hold of, and if you check the forums you will see people ranging from mid-December having to wait, the main reason we have usually not let anyone know is we are getting dates promised by suppliers, but due to the CPU being in contraint, we're not getting them. Fortunately, we have managed to confirm a shipment which will be with us today or tomorrow, and the case is coming in today, I have ensured your order is a top priority, and as soon as we get them in yours will be one of the first to be done, as you've still got your Ireland delivery coming up which takes longer than domestic deliveries to the UK.

I completely understand your frustration, in the end it is why we only put the time down as an estimation rather than a guarantee, and why 30 days for complete build is in the T's & C's the estimation on the website is still actually true, but this processor has offset it slightly (the case only went out of stock a little while ago and there was only a short gap in-between stock, whereas the processor has been out of stock since you ordered), I know this doesn't help much... I just have to point it out!!!

I will ensure that when the CPU does come in, the order is processed as quick as possible, this will take another 3 working days to do a complete build, test and proper QC check.

If this information was presented to you previously i'm sure it wouldn't have been as big an issue, so I am genuinely sorry that it wasn't, I'll keep my eye on it for you, and you'll start getting regular updates as soon as it is in.

 

[Skinner]

I've just ordered my 3rd PC from PCS.

I needed it pretty quickly so I can just set some renders going on it and free up my work machine so I opted for the express 5 day build option. I looked into ordering on Sunday but it wasn't letting me order using the express service as it was saying the FX 8150 was not in stock and they couldn't guarantee the delivery would be made. This is perfectly fine and acceptable and the next morning the FX 8150 must have been picked up as back in stock so I ordered the PC straight away.

Is there anyway PCS can put a system in place (like the red cross you get if something isn't compatible) that warns the customer that the parts they have specced up are not currently in stock? This way the customer can make a decision based on that information, ring PCS to see when stock is likely to come in etc.

Must say I am very happy with the express build service, ordered 9am Monday and it's already in testing today, it is a very basic system mind.

 

[VanBoon]

Okay, checked this out for you, found out the two components that we are waiting for, and firstly let me say I completely understand your frustration, 12 working days is too long.

The main issue we have had here is the i7-2700K, they have been quite hard to get hold of, and if you check the forums you will see people ranging from mid-December having to wait, the main reason we have usually not let anyone know is we are getting dates promised by suppliers, but due to the CPU being in contraint, we're not getting them. Fortunately, we have managed to confirm a shipment which will be with us today or tomorrow, and the case is coming in today, I have ensured your order is a top priority, and as soon as we get them in yours will be one of the first to be done, as you've still got your Ireland delivery coming up which takes longer than domestic deliveries to the UK.

I completely understand your frustration, in the end it is why we only put the time down as an estimation rather than a guarantee, and why 30 days for complete build is in the T's & C's the estimation on the website is still actually true, but this processor has offset it slightly (the case only went out of stock a little while ago and there was only a short gap in-between stock, whereas the processor has been out of stock since you ordered), I know this doesn't help much... I just have to point it out!!!

I will ensure that when the CPU does come in, the order is processed as quick as possible, this will take another 3 working days to do a complete build, test and proper QC check.

If this information was presented to you previously i'm sure it wouldn't have been as big an issue, so I am genuinely sorry that it wasn't, I'll keep my eye on it for you, and you'll start getting regular updates as soon as it is in.


After reading this it got me worried about my order 443786. So I rang up customer support to make sure all my parts were in stock. Everything on my order is in stock and yet i I'm still waiting!..... 12 working days (today). I was also told mine would probably go in to building in a few days. So that would make it 14 working days on Friday with all items in stock. So I'm at a loss as to why FOR_THE_BUZZ is getting told his wait is because of items missing from his order when all my items are available yet we are still at exactly the same stage. (as we ordered on the same day 31-1-12, me at 09.01am)

Looks like they are just busy and the lead time is around 13-14 working days.

 

[JakAttack]

Yours has been printed for production today and should be in build if not by 4:30pm, then tomorrow morning, we are indeed a little delayed at the moment, our guys are still working overtime as we are recovering from the busiest January our company has ever seen, although great news, it has extended the lead times slightly, we haven't updated the lead time yet as we hope to be caught up by the beginning of next week.

 

[Gorman]

So I'm at a loss as to why FOR_THE_BUZZ is getting told his wait is because of items missing from his order when all my items are available yet we are still at exactly the same stage. (as we ordered on the same day 31-1-12, me at 09.01am)

I dont work on that side of things so this is just a guess, the parts are now in stock but were not previously causing the delay.

 

[VanBoon]

Thank you.

 

[morowe]

My pc took quite a while. You just need to remember that the lead times are only an estimate and it is more than worth it in the end. If you don't like it PC world does some nice dual core 2 GB machines that you can walk straight out with... but good luck with there tech support.

I personally was remarkably impressed with how easy it was to track where my order was, i thought the system showed it nicely with estimated times and although my comp took a little while i could always see what was happening. and at least there not lying, they could of just made some stuff up about not passing quality control.

I know its a little bit annoying that it doesn't have out of stock written next to the item but to be frank a specialist PC company probably wont have a lot of the parts n stock as theres no point. alot of them are made to order so it would be horribly expensive and silly to have hundreds of every single component. I know tis horribly frustrating as i had to wait myself but honestly the alternative is buying one from a store which you'd have instantly wouldn't be as good and wouldn't come with such good support.

 

[jonny123]

My pc took quite a while. You just need to remember that the lead times are only an estimate and it is more than worth it in the end. If you don't like it PC world does some nice dual core 2 GB machines that you can walk straight out with... but good luck with there tech support.

I personally was remarkably impressed with how easy it was to track where my order was, i thought the system showed it nicely with estimated times and although my comp took a little while i could always see what was happening. and at least there not lying, they could of just made some stuff up about not passing quality control.

I know its a little bit annoying that it doesn't have out of stock written next to the item but to be frank a specialist PC company probably wont have a lot of the parts n stock as theres no point. alot of them are made to order so it would be horribly expensive and silly to have hundreds of every single component. I know tis horribly frustrating as i had to wait myself but honestly the alternative is buying one from a store which you'd have instantly wouldn't be as good and wouldn't come with such good support.

Agree with you there a few years ago i found a pc i liked in pc world (Dont know what i was thinking even looking there -.-)went in got it it broke after the first day took it back after ages on the phone with them got another took it back and it broke again (It broke 3 times in the end before i took it back and went somewhere else)

 

[morowe]

Yer its terrible isn't it! in my experience though technology company's are notoriously bad with it... anyone who has ever tried sorting out BT internet will know just how frustrating it can be, and after a couple of experience with certain shops i don't think id even buy a mouse there, let alone a system...

refreshing to find some people who are competent and knowledgeable even if i have to wait quite a bit longer!

 

[Buzz]

I bought a computer from Komplett before and had excellent experience with them, only reason I didnt go back is they stopped doing custom made comps.

When I ordered my computer on the 31st with PCS as I thought all parts where there, (other sites let you know before payment if the parts are there or not) I expected all parts to be in or be told they where not.

14 days passed with no mention anywhere that they where out of stock. I since spoke to a member of staff via forum and via the Tech support, and was told twice that parts where in and the order was being built, yet another day passes by and I find out now the HDD was not in stock, or was in but went out before my order. So another day passes by from out of stock parts.

Lets me just say this, While I agree that the PCS forum staff are 2nd to none, (iv not dealt with ph staff), I found the sales staff (within the order pages) pretty basic and told me one thing, when in fact it wasnt true.
These delays I believe would not be as bad if PCS gave customers a heads up on parts their order is waiting for in the pre production period rather then only getting heads up when something is actually done with the order.

Waiting a full 17days and my computer still in build mode, is annoying. Yes I understand, Yes I agree staff seem very nice, Yes I agree buying a newly pre built pc is not always best for ppl which is why they come to PCS, And YES I know the T's & C's set out by PCS and their lead times, so while they are still fully within their guidelines for a customer its not very nice being messed about or just being literally left in the dark on their order.

 

[Frenchy]

I bought a computer from Komplett before and had excellent experience with them, only reason I didnt go back is they stopped doing custom made comps.

When I ordered my computer on the 31st with PCS as I thought all parts where there, (other sites let you know before payment if the parts are there or not) I expected all parts to be in or be told they where not.

14 days passed with no mention anywhere that they where out of stock. I since spoke to a member of staff via forum and via the Tech support, and was told twice that parts where in and the order was being built, yet another day passes by and I find out now the HDD was not in stock, or was in but went out before my order. So another day passes by from out of stock parts.

Lets me just say this, While I agree that the PCS forum staff are 2nd to none, (iv not dealt with ph staff), I found the sales staff (within the order pages) pretty basic and told me one thing, when in fact it wasnt true.
These delays I believe would not be as bad if PCS gave customers a heads up on parts their order is waiting for in the pre production period rather then only getting heads up when something is actually done with the order.

Waiting a full 17days and my computer still in build mode, is annoying. Yes I understand, Yes I agree staff seem very nice, Yes I agree buying a newly pre built pc is not always best for ppl which is why they come to PCS, And YES I know the T's & C's set out by PCS and their lead times, so while they are still fully within their guidelines for a customer its not very nice being messed about or just being literally left in the dark on their order.

Couple of tips id give, when ordering I know it isnt ideal but you can always ring them up ro ask on the online chat and they will let you know if all parts are in stock. Whiel this isnt an optimal solution it is a solution.

Second tip, to check if parts are currently not available, try selecting the fast track option, if this is available then all parts are in stock, if it isnt then some parts may be missing. This is not the case for overcliocked systems though which I believe do not have a fast track option.

 

[Buzz]

Couple of tips id give, when ordering I know it isnt ideal but you can always ring them up ro ask on the online chat and they will let you know if all parts are in stock. Whiel this isnt an optimal solution it is a solution.

Second tip, to check if parts are currently not available, try selecting the fast track option, if this is available then all parts are in stock, if it isnt then some parts may be missing. This is not the case for overcliocked systems though which I believe do not have a fast track option.

Mentioned before, I cant make calls during PCS work hours.

RE your 2nd tip : As I was a first time customer to PCS that idea is kinda pointless as no new member will know this unless going through lot other stuff first. I'm a very busy PC tech myself. I wanted to save time (along with not having the hassle of the actual build myself) So spent the time researching and checking things on performance and such. The reason for ordering online and not going to a shop is so I dont need to deal with people.

 

[Frenchy]

Mentioned before, I cant make calls during PCS work hours.

RE your 2nd tip : As I was a first time customer to PCS that idea is kinda pointless as no new member will know this unless going through lot other stuff first. I'm a very busy PC tech myself. I wanted to save time (along with not having the hassle of the actual build myself) So spent the time researching and checking things on performance and such. The reason for ordering online and not going to a shop is so I dont need to deal with people.

I was mentioning them as temporary solutions which others may benefit from. I am an extremely busy person at work too but having the online chat has meant I can contact them even if I cant use the phone at work, hence why I mentioned that option too.

As a first time buyer I agree you may not know about some of these tips but for anyone browsing the forums thinking of buying who happen to stumble upon the comment then it is a perfectly valid and hopefully helpful comment.

 

[Buzz]

I was mentioning them as temporary solutions which others may benefit from. I am an extremely busy person at work too but having the online chat has meant I can contact them even if I cant use the phone at work, hence why I mentioned that option too.

As a first time buyer I agree you may not know about some of these tips but for anyone browsing the forums thinking of buying who happen to stumble upon the comment then it is a perfectly valid and hopefully helpful comment.

Oh of course. I was just answering from my own personal point of view. Of course any help for new members im sure will always be appreciated of advice and support.