Long Pre-Production time?

[Radiofriendly100]

Hi Guys,

First time we've ordered from PCspecialist.

I ordered a Optimus V on 10/01/14 and since from moving from processing into pre-production on the 14th there's been no movement, so I'm effectively on 10 working days without a whisper of a laptop and from the looks of the flow chart I'll still have a wait once it's in the next stage.

The website suggested 10-12 days from order to delivery.. so this normal?

I've flung an email back to the enquiries address and heard nothing back.



Old PC is dying a horrible, slow & painful horrible death, so I'm beginning to wish I'd gone all fast track on this order.

Thanks!

 

[keynes]

It is an estimate, try giving PCS a call for an update.

 

[Radiofriendly100]

Well. I've finally managed to get through and apparently mines in the queue to get built tomorrow.

Apparently they've just been very busy, post Christmas.

Might be a bit of an idea for PCS to provide details of the queue in the orders section, so the customer can get a sense of progress?

I'm only getting impatient because the old PC is drifting slowly off to silicon heaven!

 

[Mairin]

Put mine in the same day as you and was starting to ponder the pre-production time too. Now I'm just curious if your telephone "prod" helped your order any or if mine will be moved to building in the next day or 2 as well. I know companies generally don't do that but in some cases I've seen customer service departments add a little urgency to orders where the customer "complained".

 

[steaky360]

Put mine in the same day as you and was starting to ponder the pre-production time too. Now I'm just curious if your telephone "prod" helped your order any or if mine will be moved to building in the next day or 2 as well. I know companies generally don't do that but in some cases I've seen customer service departments add a little urgency to orders where the customer "complained".

I'm yet to hear of someone who has gotten in touch with PCS and ended up getting their order prioritised because they basically 'moaned' about waiting. Unfortunately the only sure fire way (as far as I know ) to speed up your order is to order fast track (and that really works!)

 

[Mairin]

If it's not at least STARTING the production phase by the middle of next week I might give them a call anyway just in case it's a part issue rather than a backlog in my case. I'm starting to get fairly regular BSOD on this machine so I keep crossing my fingers it'll at least get moving soon

 

[Mairin]

I was planning on calling them today but this morning it moved into the "in building" stage It may have taken 14 working days so far (2 processing, 12 in pre-production) but at least it's moving now.

 

[Mairin]

(...and just to triple post)

I'm now starting to wonder if someone just forgot to move the queue tracker along even though building was already going. Yesterday was the first day "in building" which is meant to to take 1-3 days so today I was expecting either still building or (if I was lucky) the first day of "in testing" which takes another 1-3 days but instead it was already in "quality control"

 

[Jazman]

(...and just to triple post)

I'm now starting to wonder if someone just forgot to move the queue tracker along even though building was already going. Yesterday was the first day "in building" which is meant to to take 1-3 days so today I was expecting either still building or (if I was lucky) the first day of "in testing" which takes another 1-3 days but instead it was already in "quality control"

I tweeted to PCS to find out about some drivers for my Laptop, and was informed of the slight delay in production, obviously due to the time of year, my laptop went from Pre-Production to In-Building as I was talking to the PCS twitter who added a note to my order about the drivers, im on my 12th working day so I'm wondering if mine is further ahead than it actually is like yours is or if its actually in the building stage. Only time will tell I guess

 

[moosEh]

Hello there,
I can confirm there is no update issue with your order Jazman.

Mairin, if you provide me with your order number I will check into yours, but we are not aware of any issue with the update emails.

 

[Mairin]

Mairin, if you provide me with your order number I will check into yours, but we are not aware of any issue with the update emails.

My order (633875) is ready for dispatch now so there isn't really an "issue", just a lot of stages seemed to happen at once. Part of the delay was they were waiting on a graphics card. The notification emails mostly line up with the progress dates on the order with the exception of quality control which happened on the same day as the testing phase and didn't send an email.

 

[Jazman]

Hello there,
I can confirm there is no update issue with your order Jazman.

Mairin, if you provide me with your order number I will check into yours, but we are not aware of any issue with the update emails.

Thanks for the update, I have no complaints, I was mainly just speaking out loud

 

[Yamimash]

Hey my order - 637484 is currently on the 9th working day for pre-production, could I possibly have an update as to when it'll start being built?
Thank you

 

[Radiofriendly100]

I thought I'd posted on this earlier, my machine whizzed through a few stages quickly and it turned up yesterday, I've only had a little play so far but it seems to be all present and correct.

I wasn't really complaining - it's just the phases went over the guideline on the site and the old laptop (Several years old and known to frequent dusty building sites in the past) had been given it's last rights.

 

[zubmuk]

I emailed asking them what was happening with my order as it was the 12th working day and was still on pre production, i was told its in building now and once built they are out within 2 days so i should have it by mid week, but by Thursday it was still in building so emailed them was told they will find out what the hold up is and get back to me no one got back to me so emailed them for an update but still no reply yet. My order is now in its on its 5th day of building, 16th day of overall build and i have no idea whats going on with my order.

 

[VeeVee93]

I'm a bit disappointed today after trying to get in touch with pcspecialists via phone - We had an email on the 2nd of February stating that our order was currently at 5-6 working days (still in pre-production) and stated that sometimes it can take 7-8 working days to enter the building process; this was fine by me, however, today (the 10th working day) my order is still in the pre-production stage.

We tried to ring them after I finished work today and were in the phone queue from 12:45 onwards so after reading the office shuts at 1pm on Saturdays we thought, yeah, they should still answer with it being quarter of an hour before finishing time.....nobody answered and at 1pm the website said our office is currently closed.....this is very disappointing and I'm a bit miffed that nobody could be bothered to answer my call even though it was still within working hours.

So now I know nothing about why my order is still being delayed and whether the issue is likely to be resolved any time soon and can't attempt to find out anything till Monday afternoon.

When spending this amount of money you kind of expect customer services to respond to your calls if it's still within office working hours.

 

[Rules]

Mine (order 640284) is also in it's 10th day of preproduction. I wouldn't mind as much had I not been told to expect it to be in the building stage by now. It does seem like there's a lot of overpromising going on. It also feels longer because I emailed with a query before ordering, a simple yes or no clarification, and had to wait 4 days for a reply.

 

[steaky360]

Emails do take a long time to get a response (certainly compared to phoning and speaking to someone). PCS have a limited number of staff who deal with queries, if the phones are busy the emails might get left.

I've never seen any correspondence from PCS giving promises for delivery, if long lead times were an issue you could have chosen to 'fast track' your order. I do know they send out the current delivery forecast, but it is (or at least was in my case) stated pretty clearly that it was an estimate.

I hate to say it but 10 days is NOT a long time to wait. I apologise if this sounds rude, its certainly not intended in that way, I'm just trying to point out that PCS obligation is to despatch the PC within 30 working days I believe according to the T's and C's [that could be wrong by a few days but its certainly longer than 10-20 working days].

I do know waiting sucks though, especially as you see it as a lot of money (it is a lot of money, but high end components cost a lot of money... not PCS's workmanship, that is well priced imo). The silver lining however is... the waits worth it

 

[Rules]

I understand what they're obliged to do, and I can wait that long, I just feel they over promise and underestimate their times. I don't mind getting something in 4 weeks if I'm told I'll get it in 4 weeks.

 

[steaky360]

But you were never told you'd get it in less time... that's kinda my point