My horrendous PC Specialist experience

[Jp869]

Hello,

I apologise for the length of this post.

I wanted to share my PCS experience with everyone. The experience has been horrendous, and I want to make sure buyers have information about the very real possibilities before spending so much money on a built PC from PC Specialist.

On the 20th of October 2021 I purchased a custom PC from them.

These were the specs –

Case

COOLERMASTER MASTERBOX K500 ARGB GAMING CASE

Processor

(CPU)AMD Ryzen 7 5800X Eight Core CPU (3.8GHz-4.7GHz/36MB CACHE/AM4)

Motherboard

GIGABYTE X570 GAMING X: ATX (USB 3.2 Gen 1, PCIe 4.0) - ARGB Ready!Memory (RAM)32GB Corsair VENGEANCE RGB PRO DDR4 3200MHz (4 x 8GB)

Graphics Card

10GB NVIDIA GEFORCE RTX 3080 - HDMI, DP, LHR

1st Storage Drive

1TB SEAGATE BARRACUDA SATA-III 3.5" HDD, 6GB/s, 7200RPM, 64MB CACHE

1st M.2 SSD Drive

1TB SAMSUNG 970 EVO PLUS M.2, PCIe NVMe (up to 3500MB/R, 3300MB/W)

Power SupplyCORSAIR 850W RMx SERIES™ MODULAR 80 PLUS® GOLD, ULTRA QUIET

Power Cable1 x 1 Metre UK Power Cable (Kettle Lead)

Processor Cooling

Corsair H100i RGB PRO XT Hydro Series High Performance CPU Cooler

Thermal PasteSTANDARD THERMAL PASTE FOR SUFFICIENT COOLING

Sound CardONBOARD 6 CHANNEL (5.1) HIGH DEF AUDIO (AS STANDARD)

Network Card10/100/1000 GIGABIT LAN PORT

Wireless Network CardWIRELESS 802.11N 300Mbps/2.4GHz PCI-E CARD

After 17 days the PC was sent to me. It arrived in great condition, in a cardboard box with two pieces of foam attached to either side of the PC and foam inside the case to protect the GPU and other internals.

The PC worked great, for all of about 6 days, after which the ethernet port stopped working. The port was not being lit, and the computer wasn’t registering any LAN connection. I contacted technical support and together we went through possible fixes, but to no avail. Here is my first qualm with PC Specialist – the person on the phone said that this was a common problem with this motherboard. Prior to buying the PC I didn’t know a huge amount about PC’s and their components, I did some homework but there is only so much that one can learn in a short period. Instead, I decided to put my faith in PC Specialist, a reputable company, given the cost of the PC I assumed it would be functional and that its components, such as the motherboard, would be functionally sound. The person on the phone even suggested that I use the WiFi instead. I arranged to have the PC sent back for a repair.

PCS, at least in the UK require you to have the PC collected by DPD. DPD are an incompetent courier service in the UK. I could technically send the PC via a different courier, but I would have to pay for this myself and it would not be insured by PCS. They arranged for DPD to collect the PC for the following day, a Friday.

I packaged the computer in its original packaging, put the internal foam back in the PC case to protect the internals, and wrapped the entire PC in a thick blanket to prevent damage in transit before placing it back in the box with the foam on either side.

The following day, I received a text from DPD that they were unable to find my address, and therefore they would not be collecting the package. The text was automated, but gave the name of the driver, as 'Rob'. This was the same name as the guy from DPD that had delivered the PC to me just 6 days prior, at the same address. I received no phone call asking for directions, my address is not hard to find. It was a Friday, so I had to get PC specialist to re-schedule the collection for the following Monday. I asked for them to change the pick-up address to a hotel with 24/7 reception, a work address.

Anyway, fortunately on this occasion DPD overcame their degeneracy and collected the parcel. The package was sent back to PCS, and a few days later the RMA was updated to say that they had diagnosed the problem - there were apparently missing drivers which had now been installed and the PC was working. Of course this was one of the fixes suggested by the phone support, we checked the drivers and they were all seemingly there, I didn’t have much hope that this would fix the PC. The next update was that they would be testing it over the next day or so. A couple of days later, there is a further update that the port was still not working, and the motherboard would need to be replaced.

10 days after the PC was sent back to them, they dispatched it back to me. I was excited that I would now have a working PC to enjoy gaming with my friends. I arranged for the item to be delivered to a DPD site where I could collect it.

I picked up the PC using the box handles and felt no blanket. I don’t care about the blanket, it was cheap and id happily burn it if it was sitting around and I had no purpose for it (id probably give it to charity, but the burn thing makes the point more strongly). That said, I assume the reason PCS’ packaging is how it is because it is cost effective while still maintaining some (however limited) semblance of protection for the PC. It is probably safe to assume the reason that every PC doesn’t come wrapped in a thick blanket is because it would cost too much. But if a customer returns a PC with a blanket for extra protection, the blanket is free, why not use it? Especially when there are plenty of stories of PC’s arriving damaged.

Providing the PC worked, I wouldn’t have cared. I opened the box and pulled out the PC. I removed the A4 paper covering the glass panel on the PC. Instantly I saw damage. Overt and significant damage that any person with vision would also be capable of seeing. How did I see the damage you might ask? Don’t they ship with foam inside the case? Foam which I had re-inserted when returning the PC. Nope. Not only did they not use the blanket, but they did not use the foam that they had originally included. The foam which their own instructional video requests you include when sending back the PC.

***CONTINUED BELOW***

 

[Jp869]

One of the cooling fins was bent. I’m not talking bent to the left or to the right, the top of it was literally bent downwards. I thought this was more significant than it was, not knowing a huge amount about computers, so I turned to the PCS forums and asked how much of an issue it was - not so much (the forum people were actually very helpful). Inspecting the rest of the PC, I found a literal hole in the top of the mesh, like a screwdriver had gone through it. I have included photos.

I plugged in the PC, thinking the damage was superficial and not particularly caring about it. Although the PC went on, the GPU did not light up as it did previously. There was no output to my monitor, mouse, or keyboard. I posted again to the forum, and it was recommended that I inspect the internals to ensure everything was connected.
I found that the GPU was detached at the back (see photos). I tried to gently push it back in, but there was literally no movement. I couldn’t move it even a millimetre, to the left, right, forwards or backwards. The screws were in, so there was just no movement. If I couldn’t move it at all, and it was still screwed in, how has it come out so significantly I thought? How was a cooling fin bent and the GPU dislodged, and why was there a hole in the top of the case, surely the transit couldn’t cause such a mess? Especially considering there was nothing else in the box that could have caused such damage, and nothing inside the PC case which could have bent a cooling fin. The PCS support didn’t think so either, and he guessed that the technician had accidentally bent the fin while doing the repair, perhaps with a screwdriver.

Originally the PCS support guy stated that I couldn’t do anything with the PC myself, that I would have to send it back or risk voiding the warranty. The people on the forums suggested otherwise, that the terms and conditions allowed me to fix it. I directed support to the forum and they conceded.

Anyway, the support guy suggested I unscrew the GPU, plug it back in, and see if it works. I did as authorised. The GPU went back in, I turned the PC on, and the lights on the GPU came on. 'Awesome!' I thought, prematurely. The PCS support guy apologised for the inconvenience. He said that I could get a new GPU, given the damage to the fin and considering I had spent so much it was fair to have the thing in pristine condition. When I started exploring that he said that I could get a replacement, but considering I would be trading a second hand GPU, the new one would likely be SECOND HAND OR REPAIRED FROM A PREVIOUS PC THAT HAD BEEN REPAIRED. So in summary, I’ve spent like £600 for a GPU, you have sent it to me damaged, and if I want to replace it I can but it will be second hand? I cant help writing that without feeling angry.

So we say our goodbyes, I said that I am fine with it, its just a cooling fin and some superficial damage to the case, I can live with it if it means the PC being functional. But of course, it wasn’t. There was still no output to the monitor, mouse, or keyboard. The forums continued to try to help to fix it, but it seems a component was once again faulty.

Again, I arranged for the PC to be collected. This time, I asked about a refund, they said that it would need to go through a review, and that because the 14 day period has passed, it may not be possible (this is despite them having the dysfunctional PC in their possession for longer than I have even while its been fully built). I don’t think the person I was speaking to had all of the facts straight here, so I doubt ill have much trouble with the refund. I decided that I would prefer a repair, after all, what choice do I ACTUALLY have if I want to play games with my friends and stream? I could settle for console or a crappy PC build with stutter, sure, or I could wait a month for a new PC with the stock issues.

So, last Friday was collection day. On this occasion DPD attended the pick up location, dropped a package down by the door, and without speaking to anyone, left. I got an update on the app saying that they had been advised that there was no package for them to collect. This is a lie.

The collection was rescheduled after I called PCS. It was rescheduled for today. I made sure to call PCS the minute their support services opened to double check that DPD had been arranged to collect the PC. They had, but it wasn’t showing in the DPD system. It was manually changed by PCS and I received a confirmation text. DPD attended the pick-up location, dropped off a package, but refused to collect the PC, saying that it was not in their system to collect it. When I called DPD to complain, they said that they could find the collection reference and the driver had rejected it. After putting in a complaint I contacted PCS.

Some of the above issues are the fault of DPD, no doubt, but PCS have chosen them as their courier service, they are contracted and as such they assume some of the responsibility. PCS have been made aware at every step of the issues I am having with DPD, that DPD are just plain lying over and over again, but they haven’t done anything to stop it. Also, if they had just gotten the repair right in the first place, I wouldn’t have this whole mess with DPD.
The new Warzone map releases in a couple days time, the hype is massive, all of my friends will be playing and enjoying themselves for that first week hype, and ill be unable to play. First world problems, sure, but I’m not a rich person, and I spent a lot on this PC.

I do want to say one more thing. I have maybe sent 30 emails to PCS in this period, and have probably spoken with them on the phone 10 times (id guess). The vast majority of the time they have been great.

Rant over, thanks for listening, sorry for the whinging.

***EDIT*** - Once again DPD have failed to collect the PC. Im sure the saga will continue tomorrow.

IMG-20211202-141912 — ImgBB (ibb.co)
IMG-20211202-141738 — ImgBB (ibb.co)
https://ibb.co/TmfL7xg
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https://ibb.co/nf7G4D2

 

[Swig]

My PC is arriving tomorrow and now I'm getting worried

 

[Jp869]

You will probably be fine, they likely get it right in most circumstances. I understand I have been unlucky. In the future I will build my own, that way I wont have to deal with the incompetence of others.

 

[Vajra]

You will probably be fine, they likely get it right in most circumstances. I understand I have been unlucky. In the future I will build my own, that way I wont have to deal with the incompetence of others.

Even if you build it yourself there's still a possibility that something will go wrong and good luck finding out what's the problem if you are not a trained person.

Building pc is not as straightforward as reddit elitist mob claim. If you purchase pc from PCS or any other online retailer at least there is customer service you can talk to who will assist you in identifying the problem but if you build it yourself you will have to deal with everything yourself, and let's be honest, there's a gazilion different issues a pc can experience, some of which are not that easy to identify and fix and what's worse, sometimes few different components can be at fault at the same time.

Instead of dealing with one single company, you will be chasing few different ones that you bought pc pieces from. Doesn't sound appealing at all.

Realize there's no easy solution here as whenever you buy stuff online, there's always a possibility for things to go wrong.

I 100% understand your frustration, I agree that packaging PCS leaves much to be desired, I rather spend few quid more on proper protection than get pc damaged in transit as it happened twice to me. Just like you I had a fair share of problems with pc I bought from PCS myself and it really made me angry and stressed that despite waiting long time in the queue and spending a significant sum of money I still had to spend more of my time dealing with things which were not supposed to happen in the first place but this can happen regardless who you buy your pc from.

 

[SpyderTracks]

Just a warning, you're fine to vent frustrations but it's against forum rules to bad mouth PCS.

 

[NoddyPirate]

You will probably be fine, they likely get it right in most circumstances. I understand I have been unlucky.

You're absolutely right. They do get it right on the overwhelming majority of cases. You have been unlucky and I'm sorry to hear it's been a bad experience for you.

In the future I will build my own, that way I wont have to deal with the incompetence of others.

I do think our modern world is worse than ever at metering expectations sometimes. We are so used to click and receive these days that we forget that there so many ways for something to become a fly in the ointment. Even if you try to build your own system it's just as likely that you'll end up with issues with the delivery of the dozen parts you'll need to build your system. Try 12 DPD deliveries instead of just one and watch your odds go the wrong way! Or you'll find some vendor sent you the wrong part, or the part is damaged, or improperly packed, or is DOA, or whatever. Then add in a layer of utter lack of support or warranty when one part doesn't work with another part bought somewhere else as @Vajra says.

These sorts of issues are not unique to PCS, they are happening everywhere, all of the time, in every sector, with every product you can think of, to some poor soul or other out there.

 

[Dan.C]

I've built my fair share of PC's over the years. I've had a couple of parts arrive DOA and damaged. It can and does happen and is absolutely a benefit of buying from PCS that they get tested before delivery.

I would expect a damaged RMA part to be replaced by a brand new part however.

 

[SpyderTracks]

I've built my fair share of PC's over the years. I've had a couple of parts arrive DOA and damaged. It can and does happen and is absolutely a benefit of buying from PCS that they get tested before delivery.

I would expect a damaged RMA part to be replaced by a brand new part however.

There are question marks over the OPs account of the damage in my view, but it's not my place to judge really, but certainly from the thread we helped out on, the OP caused fatal damage to the GPU which wouldn't be covered by PCS as expressly detailed in their terms and conditions.

 

[3qtrsamericano]

Not much can be done with delivery companies and individual delivery drivers apart from reporting them as a few of us have done in the past. I doubt there are other courier companies in the UK who are significantly better than DPD.

Whilst I can't comment on packaging (my PC seemed to have been packaged adequately), what I would suggest is to write an email to PCS so that they can rectify any issues going forward for future customers.

I had a similar experience last week with John Lewis where they decided to cancel and refund my order as apparently the item was damaged during transit. Which I thought was ludicrous as they should have just sent me a replacement.

Hope you manage to buy a new PC soon. All the best.

 

[Jp869]

There are question marks over the OPs account of the damage in my view, but it's not my place to judge really, but certainly from the thread we helped out on, the OP caused fatal damage to the GPU which wouldn't be covered by PCS as expressly detailed in their terms and conditions.

Eh? Please explain the question marks in the account?

How did I cause 'fatal damage to the GPU'? If you mean by trying to turn the PC off with the power button, I did this after getting black screen and no power to my mouse and keyboard for at least 30 minutes.

Please quote the warranty area you make reference to also.

As a moderator it is within your interest to paint these experiences in a light which favours PCS, I hope people see through that.

 

[AgentCooper]

As a moderator it is within your interest to paint these experiences in a light which favours PCS, I hope people see through that.

Just to make one thing clear, as you’ll see in all of our signatures we are volunteer moderators, we are not employed or paid by PC Specialist. We’ve also had cause to be critical of them at times and use our super secret back channel (it’s two old tin cans with a bit of string between them) in order to contact the admins and bring areas where things have been less than favourable to their attention.

We ain’t no robotic yes men and women 👍

 

[Scott]

Eh? Please explain the question marks in the account?

How did I cause 'fatal damage to the GPU'? If you mean by trying to turn the PC off with the power button, I did this after getting black screen and no power to my mouse and keyboard for at least 30 minutes.

Please quote the warranty area you make reference to also.

As a moderator it is within your interest to paint these experiences in a light which favours PCS, I hope people see through that.

Not sure if it's the same account but from the thread we tried to help on you tried to pull the GPU out without removing the mounting screws. This meant that the catch side of the GPU was forcefully removed from the motherboard in an incorrect fashion. You posted up pictures of how you had managed to pull the GPU out but it was still held firm at the mounting area.

This image shows the issue...

IMG-20211202-150712-1 hosted at ImgBB

Image IMG-20211202-150712-1 hosted in ImgBB

ibb.co

Prior to that the GPU was seated just fine. When you were advised to reseat the GPU, you tried to do so without removing it properly and just pulled it to the point where it was in the above condition. This could have catastrophically damaged the card. You always remove any fixings before trying to remove components. If unsure... ask, being forceful just breaks things.

 

[Jp869]

Just a warning, you're fine to vent frustrations but it's against forum rules to bad mouth PCS.

Given what has happened in my case it is inevitable that a summary of my experience would show PCS in a bad light. I havent embellished any details, the above is just a factual account. My intention isnt to bad mouth PCS, it is to make others aware of what seems to be quite a common issue. Vajra states that his PC was also damaged twice in transit, there are other cases of it happening. My RMA number went up by about 600 in the 10 days that it received its first repair.

 

[Scott]

Given what has happened in my case it is inevitable that a summary of my experience would show PCS in a bad light. I havent embellished any details, the above is just a factual account. My intention isnt to bad mouth PCS, it is to make others aware of what seems to be quite a common issue. Vajra states that his PC was also damaged twice in transit, there are other cases of it happening. My RMA number went up by about 600 in the 10 days that it received its first repair.

Insinuating incompetence isn't factual, and the reason for the highlight. Accidents happen and even the most competent person can make a mistake so suggesting otherwise is inflammatory and not in any way factual.

We have no issue with the facts of your order and the position you are in, as long as it remains factual and not opinion based.

 

[Jp869]

Not sure if it's the same account but from the thread we tried to help on you tried to pull the GPU out without removing the mounting screws. This meant that the catch side of the GPU was forcefully removed from the motherboard in an incorrect fashion. You posted up pictures of how you had managed to pull the GPU out but it was still held firm at the mounting area.

This image shows the issue...

IMG-20211202-150712-1 hosted at ImgBB

Image IMG-20211202-150712-1 hosted in ImgBB

ibb.co

Prior to that the GPU was seated just fine. When you were advised to reseat the GPU, you tried to do so without removing it properly and just pulled it to the point where it was in the above condition. This could have catastrophically damaged the card. You always remove any fixings before trying to remove components. If unsure... ask, being forceful just breaks things.

Sorry....what?!

That is how the GPU ARRIVED.

Quote from my original post -

'I cant move it left, right or any which way, so I am unable to plug this back it. I also don't particularly want to force it because I then probably become responsible and they won't repair it?'

The GPU was hanging out like this when I opened the case, I just didnt realise until I tried to turn on the PC, the GPU didnt work, so I inspected it.

I tried to move it left or right by gently wiggling it, hence 'I also don't particularly want to force it'.

There was no movement whatsoever, it wouldnt even move a millimetre, so I called PCS to confirm I could unscrew it....

 

[Jp869]

Insinuating incompetence isn't factual, and the reason for the highlight. Accidents happen and even the most competent person can make a mistake so suggesting otherwise is inflammatory and not in any way factual.

We have no issue with the facts of your order and the position you are in, as long as it remains factual and not opinion based.

This incompetence refers to 2 things -

1) The cooling fin damage and packaging - the cooling fin damage could not have been caused in transit, unless by some crazy strange event. PCS support was wondering how it was even possible, and guessed it may have been the technician accidentally with a screwdriver. The damage was blatant when I took off the A4 paper on the glass of the case. Then the packaging - the PC came back to me in the same box that I returned it to them in, that means it had been used 3 times, once to me, once to them, back to me. The box was in bad shape at that point. They then did not include the internal foam which came with the PC and which I included when I sent it back, and they didnt use the blanket. That seems incompetent to me, I expect more when I pay so much money.

2) DPD. DPD have lied on two occasions, and failed to find my address on another when the same guy dropped it off a week prior. On another occasion the app updated to say that they attended and were advised that there was nothing for them to collect, a LIE. Then the following day, the guy made a delivery but said there was nothing on his list for collection. I called DPD support and they said he had rejected the collection in the app. She guessed that it was because there was no room in his van, but it was midday.

Incompetence is probably too strong of a word for PCS, I think indifference in my circumstances is more appropriate. DPD are just plain incompetent.

Surely being factual is a standard that you must also live by, if so, insinuating that I pulled out the GPU contradicts your own philosophy.

 

[Scott]

Sorry....what?!

That is how the GPU ARRIVED.

Quote from my original post -

'I cant move it left, right or any which way, so I am unable to plug this back it. I also don't particularly want to force it because I then probably become responsible and they won't repair it?'

The GPU was hanging out like this when I opened the case, I just didnt realise until I tried to turn on the PC, the GPU didnt work, so I inspected it.

I tried to move it left or right by gently wiggling it, hence 'I also don't particularly want to force it'.

There was no movement whatsoever, it wouldnt even move a millimetre, so I called PCS to confirm I could unscrew it....

That would suggest the issue then and would most definitely have been caused in transit, even though on your previous thread you insinuated it was PCS deliberately at fault.

This incompetence refers to 2 things -

1) The cooling fin damage and packaging - the cooling fin damage could not have been caused in transit, unless by some crazy strange event. PCS support was wondering how it was even possible, and guessed it may have been the technician accidentally with a screwdriver. The damage was blatant when I took off the A4 paper on the glass of the case. Then the packaging - the PC came back to me in the same box that I returned it to them in, that means it had been used 3 times, once to me, once to them, back to me. The box was in bad shape at that point. They then did not include the internal foam which came with the PC and which I included when I sent it back, and they didnt use the blanket. That seems incompetent to me, I expect more when I pay so much money.

2) DPD. DPD have lied on two occasions, and failed to find my address on another when the same guy dropped it off a week prior. On another occasion the app updated to say that they attended and were advised that there was nothing for them to collect, a LIE. Then the following day, the guy made a delivery but said there was nothing on his list for collection. I called DPD support and they said he had rejected the collection in the app. She guessed that it was because there was no room in his van, but it was midday.

This is getting rather difficult to guide you. If you read that back, how much of it is based on your opinion and how much of it is based on fact? Now, I don't mean to sound condescending here but a fact is something irrefutable. What you believe happened is your opinion based on the situation presented in front of you.

For further evidence to why you were being reminded that you are not allowed to post inflammatory opinions is below:

*Claps for PC specialist*

How would a fin even be damaged like that in transit? There are no loose parts internally that could even cause such damage. They must have caused the damage while replacing the motherboard and just said screw it we will send it anyway.

The issue you have faced is well documented and I think you have said your piece and had more than your fair share of leeway in your presentation of your perception of the facts. There's nothing more that the voluntary support forum can offer you in regards to closure so I would suggest taking any future discussion up with PCS. You are walking a thin line with the rules here and getting a ban from the forum isn't going to help anyone. I completely understand your frustration given how much a custom PC costs, wait times, etc, but there are rules you agree to when you sign up to the forum and even with such a bad experience they still exist for a reason and need to be upheld.

 

[Jp869]

That would suggest the issue then and would most definitely have been caused in transit, even though on your previous thread you insinuated it was PCS deliberately at fault.



This is getting rather difficult to guide you. If you read that back, how much of it is based on your opinion and how much of it is based on fact? Now, I don't mean to sound condescending here but a fact is something irrefutable. What you believe happened is your opinion based on the situation presented in front of you.

For further evidence to why you were being reminded that you are not allowed to post inflammatory opinions is below:



The issue you have faced is well documented and I think you have said your piece and had more than your fair share of leeway in your presentation of your perception of the facts. There's nothing more that the voluntary support forum can offer you in regards to closure so I would suggest taking any future discussion up with PCS. You are walking a thin line with the rules here and getting a ban from the forum isn't going to help anyone. I completely understand your frustration given how much a custom PC costs, wait times, etc, but there are rules you agree to when you sign up to the forum and even with such a bad experience they still exist for a reason and need to be upheld.

Well I apologise if I am coming across as rude or ignorant, sincerly. I feel like I am having to defend myself, especially considering two moderators have accused or atleast insinuated I caused the damage.

If you ask questions I am going to answer them honestly, I dont mean any disrespect but you must understand that I cant just not respond when people are challenging what I wrote.

It is fact that the PC was sent to me with poor packaging, it is fact that they left out the internal foam and did not use the blanket (this darn blanket makes me sound so petty but come on, they either binned it or are enjoying it (it was a comfy blanket!), I hope its the latter so atleast my PC was sacrificed with purpose). It is also fact that that damage to a cooling fin cannot happen during transit, there were no loose part in the PC, despite the GPU hanging out as in the photo, it was still pinned with the screws and couldnt be moved even a mm. If you want to tell me how the fin could have been damaged like in the photo while the GPU was pinned to the wall of the case and the case sealed, im all ears and will concede!

 

[Warbelian]

Hey man,

Cool build, hope you get it sorted soon to play Warzone with your friends.