My Nightmare | PCSPECIALIST

My Nightmare

Hello,

i thought id share my experience with my new build from pc specialist. Im a pretty understanding and calm kinda guy but over the last 7 weeks ive had a huge amount of trouble with something thats supposed to be a fun experience.

I ordered my pc at the start of October, I went all out as its been a good while since my last pc which was struggling. All in all around 3,500 was spent on the latest and fastest tech. I sprung for the express build also as it seemed worth it at the price point. The Pc was made and delivered to me in less then a week and seeing it in person i was overjoyed, i opened up the case and everything looked so nice and shiny, the build quality was great and i was pretty happy seeing it in person. Then came the first issue, powering it on for the first time i was taken into overclock failed and went into the bios, not having a clue what to do and nowhere left set up to google the issue i just cancelled out of bios and the pc loaded into windows, set up and i was good to go. Worried by the overclock failed message i googled and found it to be ram related, I purchased a asus V rampage Mobo and Kingston 3000mhz xmp ram. i found out how to set it up in bios and did so as it wasnt running at those speeds on first start up. I did a quick quality control and found the bottom extra fan and PSU was very noisy (After the RMA the fan was wired into the mobo and the PSU was replaced) Not to worried about abit of noise though i was hoping the huge case would have meant it barely noticeable. Anyway first day over and i had to go to work.

The next day i booted up again, this was the beta for the new starwars battlefront game. I enabled SLI for my two 980ti gtx cards and got to playing. Everything looked so good and was running fine. Around 10 minutes in i noticed a weird clicking noise, not thinking much at the time i kept playing until the game ended and took my headset off still hearing the noise i opened up the side of the case and found the fans for the bottom graphics card were touching the PCIE SSD Causing them to not run at all or try to then get caught and stop, the gfx card had reached 90 degrees because of this. I quickly shut down and got the screw driver out, loosened the pcie ssd which gave it enough slack to lower around 4 mm so it was no longer wedged into the gfx cards. tested and found the fans running now though i was pretty annoyed at what happened.

So a few days later i got round to doing some work with the machine again. After doing some intensive tasks i wanted to see how well the pc was coping. I loaded up monitoring software and found the cpu running at a blistering 84 degrees :O. Panicing again i shut down all intensive progs and let it cool down. Looking into the top vent i could see that one of the radiator fans wasn't running at all, opening the panel i found it wasnt even connected up. I connected it and again tested and found temps were alot better now. At this point ive spent 70% of the time with my new PC repairing or testing it.

So to cut the story abit shorter some other issues id had. Noisy electrical buzzing PSU and lower fan. USBS periodically disconnecting for a second or so, Every few days or so the PC wouldnt POST, would display a 6F Code on the MOBO which was ram related had to just keep trying until it loaded up. USB slots on the front of the case dont work, only usb 3.0

Then the nail in the coffin before RMA request, The PC started to freeze up and not preform. I came back from dinner to find my pc had frozen up and wouldn't respond. I checked event log in windows and found some kernel power errors, when googling these issues the pc froze again so i requested and RMA as i was fed up.

So the RMA went through and the PC was picked up, its a huge cosmos 2 tower so i purchased bubble wrap to transport it back to PCS as the original box was long gone i wrapped it up very well and it could probably have survived a fall from a 30 story building. I requested a refund as i was considering buying elsewhere now. A PCS rep called me, they confirmed the issues and offered a full internal rebuild with just the case to be reused. i agreed as it seemed like a very good offer and i had faith it would all be ok in the end. Around 3 days after the call i asked what was happening and was told on a Thursday it would be sent back out friday to be with my by Monday though if i wanted it on Saturday they'd upgrade me for free delivery. I agreed as i was around Saturday, Saturday came and nearly went when around 2 i got an email from PCS updating me of the situation and saying it would be sent out Monday to be with me Tuesday. A little annoyed i carried on when tuesday came. Early Tuesday i got an email from DPD confirming saturday delivery. Utterly confused i contacted PCS who got contact with DPD and changed it to a weekday delivery, So again i wasnt getting it on Tuesday. Then a little while later i got an email from PCS saying it would be with me Wednesday via a lorry delivery not DPD after all. Confused. The RMA summary came through also and found that all HDDS and GFX cards were not changed, feeling a little lied to but at this point i just wanted my PC.

So Wednesday arrived and my PC did show up, i hoisted it off the lorry with the delivery driver and got it into my house. Opened the box and got the pc onto the desk, it was pretty dirty, covered in some kind of droplets and had sticky adhesive stuck on the case which was hard to remove. I opened the case up and found that during the repair the build quality had significantly dropped, Most things were where they were however when the mobo was changed the fan cables werent really routed very well and things just looked messy now they were touching the rad and just bunched up infront of the cpu , Likewise the front fan cable which had been routed to the mobo so it was no longer noisy is just hanging free running to the mobo. A screw attaining the PSU is missing, A screw for the front fan is also missing yet i dont even know why as this wasn't touched.

Powering it on again it actually booted up first time and went into my old HDD windows. I logged in and went about doing some tasks to tidy it up as i thought theyd reinstall windows to configure so i had left the files abit untidy. On tests i found an extra HDD in the system which appeared to be a test ssd used by PCS to configure and test the system. I located this in the case tucked behind the HDD bays with a messy lot of cabling again. Tests also showed that the PCIE SSD was running at half speed, on research i found that the solution to prevent clipping by placing the ssd in another slot was causing the issue as it was in a 2.0 rather then a 3.0 pcie slot. So now with the current build the new SSD only works at 1300 Mbs (Yes i know its fast still but besides the point). Lastly Windows wasnt authorized on the pc because of the change in MOBO, i searched everywhere for a key but had to contact PCS for it and then call Microsoft who helped me out.

So today before writing this message i was updating some stuff when i restarted, the PC on restart just beeped 4 short times and wouldnt load up again. Had to fully power down to get it going properly, code on the MOBO was 9F at this time.

Anyway i hate to complain and what not, but my experience hasn't been good. The best gaming sessions ive had in the last 7 weeks were the 2 weeks my pc was gone and i was using my old one on low settings. Now i am the owner of a 3500 machine i dont like which keeps giving me issues, if i could id go back to before the order and rethink if i knew what trouble it would have been.
 

bbnck

Member
Really sad to hear about your trouble. I would strongly suggest you e-mail PC Specialist directly on [email protected]. In your e-mail it might be a good idea to advise them what solution you would like them to propose that would be satisfactory to you. Alternatively, you might want to call them on 0333 011 7000. All the contact details I have listed can be found on their website.

I can imagine how frustrating this must be for you. I am hopeful PC Specialist will do everything they can to help get this resolved for you, but it is best you contact them directly as they may not see this thread. PC Specialist staff do not regularly monitor the forum. All the best of luck.
 
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Stephen M

Spamtastic
Sorry to hear this and all credit to you for being so reasonable in such an annoying/frustrating situation. I am surprised at the problems with delivery etc but that is something PCS must address. Personally I would build a new rig for you to your original specs. As Bbnck said give them a call (I note emails are a three-day wait at the moment), I am sure they will get it sorted, although that does not detract from the hassle you have been caused. Please let us know how you get on.
 

ubuysa

OMNIPOTENT
Moderator
This is not good to hear and you must be gutted. Huge respect (and +rep) for posting a very serious complaint in a reasonable and calm manner. The only addition that would have nailed your complaint for certain would have been photographs, I'm not doubting you for an instant, but pictures say so much more.

This isn't a formal channel for support however, few of us work for PCS (and those that do have PCS avatars) so all we can really do is offer you moral support. I suggest that you write a letter of complaint containing photographs (if you have any of the pre-RMA problems) and pretty much what you've said here. The screw-up with the delivery is one of those things that happens from time to time, it's not good and it shouldn't happen, but sadly these things do. That one I think you'll have to take on he chin.

This reads to me like a PCS problem, and I don't say that lightly (nor very often). I don't doubt one word of what the OP has written. Not only should PCS compensate the OP for the work he's had to do to get his new and then RMA'd PC working properly post delivery but they need to ensure that this cannot happen again. I believe they also need to post on here what they have done to prevent this kind of thing from happening again in order to reassure prospective (and repeat) customers. We all appreciate that they've been very busy of late with issues outside of their control but this goes to the core of why we buy from PCS. Frankly it doesn't get any more serious.
 
Thank you for the nice reply's, i think im going to do as suggested and contact them with a resolution like the one Stephen proposed and see what can be done.

I can get some snaps, i never did for the original RMA as it got approved without much hastle so i never took any for PCS

But thank you again for the support, i kinda thought i was just going to have to settle with the remaining issues and get anew pc again in a few years for my real dream build.
 
Quick update. I spoke with PCS, they are willing to do a full rebuild however not replacing the case and would require the PC back. I sent a reply hoping that they could start entirely again and it be treated effectively as a new order as the process of sending the PC back and receiving my new one took nearly 3 weeks last time. I was hoping that even the case would be new as its now missing screws and marked now. Hopefully it all works out in the end, i even offered to contribute to a new case if needed.
 
Another update, ive sent a few emails since asking for a resolution but noones replied to me yet, im going to phone tomorrow i think as i cant wait much longer between messages and it needs sorting before xmas, ive been patient enough i think.
 

GeorgeHillier

Spamtastic
Another update, ive sent a few emails since asking for a resolution but noones replied to me yet, im going to phone tomorrow i think as i cant wait much longer between messages and it needs sorting before xmas, ive been patient enough i think.

Good idea, calling them is always the fastest way to resolve any issues :)

I read the whole post and sounds like you've been really unlucky and +rep for staying calm in a frustrating situation.

Also, just so you know most motherboards only have a maximum of 3x pci-e 3.0 ports, so it's unlikely they will be able to resolve the issue with the SSD, unless they put the SSD in the top slot and the graphics cards in the lower two.
 
Further update, things arent really moving anywhere. I phoned early yesterday morning to discuss but was told that complaints are dealt with the complaints department and theyd see what they can do, i sent pictures in as requested but things really are just dragging on. I need a resolution, as i paid via debit i had no section 75 protection but i filled a issue with google certified shops, i really just need someone big helping me on my behalf as at the moment it feels like noone really cares. i wish i took the refund the first time and built my own pc.
 

l34052

Member
Sorry to hear of your troubles mate especially after spending such a huge amount of money, I would have a word with the citizens advice and see what they say as it sounds like a case of not being fit for purpose.
 
Hey again. Google shops managed to sort everything out for me, props to them as within 16 hours of sending an email they were in contact with PCS and pushed the resolution thru. Ill be getting a new build friday and hopefully all will be great.
 

l34052

Member
That sounds like good news, there's nothing worse than having high hopes and expectations for something only to have them dashed by problems.

Hope its all sorted quickly and properly this time:)
 

ubuysa

OMNIPOTENT
Moderator
Hey again. Google shops managed to sort everything out for me, props to them as within 16 hours of sending an email they were in contact with PCS and pushed the resolution thru. Ill be getting a new build friday and hopefully all will be great.

What did Google Shops have to do with this? I'm confused.
 

DeadEyeDuk

Author Level
protection money

Valid point made Slim, but now all I see is...

protect.png
 
I paid with debit card so i had no bank protection, but yea PCS are a google certified shop, i believe google back alot of online retailers to give consumers confidence when buying online. When i purchased i remember it asking me to log in to google for £1000 protection, luckily i did so. When PCS werent replying to me anymore or in a timely manner i remembered the Google Certified shop thing and thought id give it a shot. I didnt think theyd sort it out but just hoped ears would open up abit over at PCS, they were very good and intially send an email to PCS asking for a resolution, PCS replied asking for some more details and said they would solve the issues of which i returned a reply to but 3 days went on with no reply to even a date and time as to when the machine could be picked up. So i let google know that the case wasnt solved and got assigned a rep who pretty much sorted it all out within a few hours or so. Pretty good i think for something that i didnt even know excisted but they were invaluable as it had to be sorted this week as im going away for a month or so over the xmas period. Its a shame my experience with PCS hasnt been great, im a calm guy so i understand theyre probably swamped during the xmas period and it doesnt fully dampen my confidence of buying in the future, im probably an isolated case and am abit of a tricky customer anyway, things have to be perfect for me.

But anyway the old machine goes back today and once checked the new one will be dispatched and be with me friday apparently, however im going to go with monday as i dont want to get my hopes up
 

ubuysa

OMNIPOTENT
Moderator
I paid with debit card so i had no bank protection, but yea PCS are a google certified shop, i believe google back alot of online retailers to give consumers confidence when buying online. When i purchased i remember it asking me to log in to google for £1000 protection, luckily i did so. When PCS werent replying to me anymore or in a timely manner i remembered the Google Certified shop thing and thought id give it a shot. I didnt think theyd sort it out but just hoped ears would open up abit over at PCS, they were very good and intially send an email to PCS asking for a resolution, PCS replied asking for some more details and said they would solve the issues of which i returned a reply to but 3 days went on with no reply to even a date and time as to when the machine could be picked up. So i let google know that the case wasnt solved and got assigned a rep who pretty much sorted it all out within a few hours or so. Pretty good i think for something that i didnt even know excisted but they were invaluable as it had to be sorted this week as im going away for a month or so over the xmas period. Its a shame my experience with PCS hasnt been great, im a calm guy so i understand theyre probably swamped during the xmas period and it doesnt fully dampen my confidence of buying in the future, im probably an isolated case and am abit of a tricky customer anyway, things have to be perfect for me.

But anyway the old machine goes back today and once checked the new one will be dispatched and be with me friday apparently, however im going to go with monday as i dont want to get my hopes up

Thanks for that, it's a new on on me. I'm sure it will get sorted soon.
 

bbnck

Member
I paid with debit card so i had no bank protection, but yea PCS are a google certified shop, i believe google back alot of online retailers to give consumers confidence when buying online. When i purchased i remember it asking me to log in to google for £1000 protection, luckily i did so. When PCS werent replying to me anymore or in a timely manner i remembered the Google Certified shop thing and thought id give it a shot. I didnt think theyd sort it out but just hoped ears would open up abit over at PCS, they were very good and intially send an email to PCS asking for a resolution, PCS replied asking for some more details and said they would solve the issues of which i returned a reply to but 3 days went on with no reply to even a date and time as to when the machine could be picked up. So i let google know that the case wasnt solved and got assigned a rep who pretty much sorted it all out within a few hours or so. Pretty good i think for something that i didnt even know excisted but they were invaluable as it had to be sorted this week as im going away for a month or so over the xmas period. Its a shame my experience with PCS hasnt been great, im a calm guy so i understand theyre probably swamped during the xmas period and it doesnt fully dampen my confidence of buying in the future, im probably an isolated case and am abit of a tricky customer anyway, things have to be perfect for me.

But anyway the old machine goes back today and once checked the new one will be dispatched and be with me friday apparently, however im going to go with monday as i dont want to get my hopes up

Hi Tommy,

I can only speak for myself and say that my desktop PC, which arrived in September, has been working great since the day it arrived. I do feel your experience was unacceptable and it is quite disappointing to see you needed to ask a third party to intervene to move things along, but I am sure they were not willfully ignoring you. I can imagine all departments at PC Specialist get extremely busy during the Christmas period.

How is your replacement PC working? Is everything resolved for you now?
 
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