NO RESPONSE after receipt of one damaged and one missing PC

Michelle

Member
DPD are one of the best couriers in the UK, hands down. This has been the case for around a decade.
Again, everyone - my issue remains with the supplier, PCSpecialist, and the nature of packaging that has been used - or not in this case. And the fact that 8 hours on, they cannot even tell me if both PCs should have been in the damaged package - or even if both were despatched. I have paid in excess of £2800 for 2 PCs, I have received one damaged PC, and not the 2 that were ordered and paid for. I have no issue with the courier - I did not engage them, or hand over the package to them. I should be able to know 8 hours on if there is a PC missing, and that the damaged one will be replaced - or both refunded. Too much to hope for for an order of this value?
 

Michelle

Member
@Michelle and @feargal, I understand that it must be massively frustrating for you both.

You have every right to be angry, and every right to cancel but I think it’d be worthwhile at least waiting to see how PC Specialist respond to you before making such a decision 👍
Waiting is all it seems I have the power to do - tomorrow is another day, and lets hope a more illuminating one!
 

scarpa1

Enthusiast
Interesting poll, thanks. I don't think any courier could have delivered this PC in one piece given the completely unfit for purpose cardboard box that has been used, and in response to me the customer having to chase the courier - to quote the article, as I believed to be the case - I don't have a contract with the courier but with PCSpecialist - "If you're unhappy with a delivery or it simply didn't arrive, complain to the retailer – that's who your contract's with, and it's up to the retailer to put things right.
I will update any news - an email has arrived to say there is no update available for me yet at all - direct from the PCSpecialist person I spoke to on the phone - so no news 8 hours later....
I do agree with you on the packaging part. While mine was delivered in excellent condition and very well packed I have seen some of the boxes other PC's have been sent out in and have mentioned before I feel PCS should put labels on these boxes at least saying, handle with care, fragile, do not stack etc. on them.
Yes it is up to PCS to get the PC to you in good condition, courier too though and I'm sure PCS will sort this out for you soon, just may take a few days.
I do get your frustration and even when my PC arrived with just a load of condensation inside I was in a panic so I understand you fully.

The article was more to show that DPD normally are a good courier and that PCS do care who they use and don't disrespect their customers by using them as someone else said.
Pretty sure PCS want a 3 grand PC to turn up in one piece as much as the customer does.
 

ubuysa

The BSOD Doctor
Moderator
Waiting is all it seems I have the power to do - tomorrow is another day, and lets hope a more illuminating one!
This is extremely unusual and I don't think it does anyone any good to speculate what may or may not have gone wrong here, but clearly something catastrophically wrong has happened here. I would however encourage you to keep your powder dry until you know what has gone wrong and what PCS plan to do to put it right.

You may not be aware that these fora are not an official support channel, they are just a community resource supported by PCS, and PCS staff rarely visit here.

In addition, and as has been mentioned, the COVID emergency means that all staff who can work from home are doing so, which puts them at arms length from the main PCS site and means they only have access to information they can get on their PCs at home. Under normal circumstances they would be able to walk across to the relevant department and get up to date reliable information to you immediately.

On top of that, the disastrous release of new products by some component vendors has meant that large numbers of PCS customers are waiting for their builds with no idea when they might be built, because PCS don't know when stock of the required components will be available (this is a worldwide issue). Consequently the PCS phone lines are jammed with people trying to find out when they might get their build or to trying to figure out what alternative components might be available. It's my understanding that PCS recently recruited additional customer care staff to handle this increased workload but it takes time to train people before they are able to be let loose.

None of that is intended to be an excuse, what's happened to you is a disaster - this is simply an explanation for why you haven't been able to get the immediate response to which you most certainly are entitled. It does seem as though someone at PCS is now at least aware there has been a major foul-up, I would hope that the wheels will start turning for you tomorrow. FWIW I've messaged a PCS employee I have occasional contact with pointing out the seriousness of your issue.

What I have learned in the 8 years I've been on these fora is that no matter how bad a situation is, PCS always come through and put things right. This will get sorted, I'm quite certain of that.
 

moosEh

Administrator
Staff member
Moderator
I have literally just received one of the two PCs from our order, absolutely no seal on the box, which is ripped and falling apart, and no mention of the whereabouts of the second PC in the same order.
I am speechless at the condition of the delivery -
I am not willing to risk even setting this PC up, arrived upside down, with box wide open, no protection for a PC of this value, and no closure on the box. See photos attached. Upon further inspection, the case is broken a panel is off, and bits of broken plastic are lying in the bottom of the ripped cardboard box, which itself is huge, ripped and too light for any protection for any electronics.
This is a purchase for a registered charity and the receipt condition and complete lack of packaging for safety is an abomination for customers.
One OC received damaged, one PC not received or accounted for at all - notified PCSpecialist within minutes of receiving the ripped and open box, sat on a phone line for ages to be able to get through, and 5 hours later, still have no communication at all. BUYER BEWARE - our invoice totalled over £2800 - and we still have not received a response. Images of broken PC and state of packaging have all been emailed to PCSpecialist. As a registered charity, we need a response and a resolution to a badly damaged PC and a missing PC - please respond.

Hello @Michelle

First of all we apologies for how you have received the system. I have passed this thread onto the Customer Care Management team and asked that they reach out to you, for them to try and get a resolution.

Given there is a parcel missing there may be some delay whilst they contact DPD to find out where the other system is.
 

jamiephillips909

VALUED CONTRIBUTOR
I made a enquiry a while ago about the boxes they ship in and the lack.of fragile markings on some of the boxes ( pictures on the forum ) this is the reply I received =

Good afternoon,



Thanks for getting in touch with us, our packaging does have fragile markings on it and we use customized packaging to prevent them from becoming damaged. Sadly miss-handling can occur with any parcel shipping company irrespective of whether it has fragile tape or not but naturally when a customer reports such instances to us, we make sure to raise this with our account manager who subsequently investigate further with the driver so we do take all instances seriously.



Best Wishes,
Andrew Kearney

PCS Support Team

Unit 12 Jubilee Way, Grange Moor, Wakefield, WF4 4TD

So im sure your issue will be resolved !!!!
 
D

Deleted member 17413

Guest
There is no way that they would of left PCS in that condition, you can squarely land all of this at the feet of DPD.
I had a less than pleassant experience myself with them, a £2500 system and it was lugged round like it was a sack of potatos, dumped (in front of my very eyes) on a concrete floor as if it were indestructable.

By all means, unleash all your fury on DPD. Firing it off at PCS when they will be as horrified by this as you are, and also likely to go out of their way to resolve it, isnt going to help you.

I've gotta say, dpd WERE really good, my recent experiences with them in the last 12 months have radically changed my opinion, their staff used to care, now they just want to drop off and run to hit their quotas.
 

Stephen M

MOST VALUED CONTRIBUTOR
There is no way that they would of left PCS in that condition, you can squarely land all of this at the feet of DPD.
I had a less than pleassant experience myself with them, a £2500 system and it was lugged round like it was a sack of potatos, dumped (in front of my very eyes) on a concrete floor as if it were indestructable.

By all means, unleash all your fury on DPD. Firing it off at PCS when they will be as horrified by this as you are, and also likely to go out of their way to resolve it, isnt going to help you.

I've gotta say, dpd WERE really good, my recent experiences with them in the last 12 months have radically changed my opinion, their staff used to care, now they just want to drop off and run to hit their quotas.
That would be my view of DPD as well, especially their office staff who are often simple rude - too many of them seem to have a "we are hiding behind an email address and are safe" attitude.
 

Michelle

Member
Morning everyone -
I thought it might be mannerly for me to bring you all up to date with the situation regarding the PC delivery I received over a week ago, added with the (missing) second PC which arrived Tuesday, a week later. I have received replies from PC Specialist all at least 48 hours apart, no apology, no explanation, and informing of a video trace for the missing PC, with no reference who they were suspecting. Upon receipt of the second PC in a DPD open top crate, as in the PDF, I contacted by email again. The last email I have received tells me that now the second PC has arrived, no apology, no customer care for a week of lost usage, no reference at all to the condition of either PC, even though my emails clearly pointed out impact and breakage on both machines, we are now told that we are to return the PCs WHICH WILL THEN BE REBUILT AND RETURNED TO US. So, after paying £2700 we, the customer, are to be satisified to receive essentially reconditioned machines, rather than 2 brand new machines as originally purchased.
Many of you will immediately blame the courier for the condition of these 2 packages. We here completely hold with the fact the the original packaging for 2 PCS, in flimsy cardboard, not even corrugated for strength, is completely unfit for purpose for transit of this weight and fragility of contents. we hold that DPD are at fault, in essence, for accepting the parcel at point of despatch from PCSpecialist, given that there was never a hope of these machines surviving haulage and transit with such flimsy packaging, and a single line of sellotape closing the box!

Given that we have tried for a week to work with PCSpecialist, and have neve been contacted with apology, explanation, comfort or replacement, and informed that we are to expect reconditioned machines, it will not surprise you to learn that we have, on advice, moved to secure an RMA for this order, and even that on the face of it holds us - the customer in the meddle of a delivery debacle, and in receipt of damaged machines, accountable for the quality of packaging we are to provide to return the PCs. Somewhat astounding reversal of customer obligation I fear.
I hope the attached PDF will inform you of the astounding condition of the original cardboard box, within which there is an impact damaged PC, and the arrival subsequently of the second PC, wearing trendy brown packaging tape, and displaying impact evidence on corners of the casing as well. PCSpecialist genuinely need to review and completely overhaul their customer service, and then completely redesign their packaging lines.
 

jamiephillips909

VALUED CONTRIBUTOR
Morning everyone -
I thought it might be mannerly for me to bring you all up to date with the situation regarding the PC delivery I received over a week ago, added with the (missing) second PC which arrived Tuesday, a week later. I have received replies from PC Specialist all at least 48 hours apart, no apology, no explanation, and informing of a video trace for the missing PC, with no reference who they were suspecting. Upon receipt of the second PC in a DPD open top crate, as in the PDF, I contacted by email again. The last email I have received tells me that now the second PC has arrived, no apology, no customer care for a week of lost usage, no reference at all to the condition of either PC, even though my emails clearly pointed out impact and breakage on both machines, we are now told that we are to return the PCs WHICH WILL THEN BE REBUILT AND RETURNED TO US. So, after paying £2700 we, the customer, are to be satisified to receive essentially reconditioned machines, rather than 2 brand new machines as originally purchased.
Many of you will immediately blame the courier for the condition of these 2 packages. We here completely hold with the fact the the original packaging for 2 PCS, in flimsy cardboard, not even corrugated for strength, is completely unfit for purpose for transit of this weight and fragility of contents. we hold that DPD are at fault, in essence, for accepting the parcel at point of despatch from PCSpecialist, given that there was never a hope of these machines surviving haulage and transit with such flimsy packaging, and a single line of sellotape closing the box!

Given that we have tried for a week to work with PCSpecialist, and have neve been contacted with apology, explanation, comfort or replacement, and informed that we are to expect reconditioned machines, it will not surprise you to learn that we have, on advice, moved to secure an RMA for this order, and even that on the face of it holds us - the customer in the meddle of a delivery debacle, and in receipt of damaged machines, accountable for the quality of packaging we are to provide to return the PCs. Somewhat astounding reversal of customer obligation I fear.
I hope the attached PDF will inform you of the astounding condition of the original cardboard box, within which there is an impact damaged PC, and the arrival subsequently of the second PC, wearing trendy brown packaging tape, and displaying impact evidence on corners of the casing as well. PCSpecialist genuinely need to review and completely overhaul their customer service, and then completely redesign their packaging lines.
Im not seeing a pdf :(
 
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