Hi All
I sent this complaint to PCSpecialist on the 14th of April and haven't received a response yet. Is anyone else having such bad experience with PC Specialist RMA department?
Summary: Despite keepingmy PC for 12 working days they haven't resolved the problem. Even worse, there are more issues with my PC now!
- granted, 1 issue was resolved but now I have 2 more: PC hanging when browsing multiple youtube tabs in Firefox, PC memory showing as 1333MHz instead of 2133MHz, intermittent frame drop in games (confirmed in Payday2 and FarCry4).
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From: Rico K <...>
Date: 26 April 2015 at 04:29
Subject: Re: FORMAL COMPLAINT
To: [email protected]
Dear PC Specialist
In regards to my earlier complaint I would like to add that my PC's memory speed is not being detected properly. It should be 2133MHz but the BIOS can only see 1 ram at 1333MHz and the second at 1600MHz. I have already tried to sort it out over the phone with your support but after 89minutes on the phone I was advised that the only way to get it rectified is to sent it back.
Also, in the last 7 days my PC got hung in Windows while I was browsing youtube. This is the first issue I have described when I submitted the RMA - and this clearly hasn't been resolved. Also, since I got my machine back I noticed a new issue. Every now and then the frame rate drops in all games (confirmed in FarCry4 and Payday2). This usually lasts for about 5 seconds and goes away for few minutes.
I am very unhappy with your support so far. You kept my PC for 12 working days and sent back a machine that hasn't been fixed. Additionally now I can't even change in BIOS the preferred configuration to "performance" as the machine won't start. I'm very disappointed and angry. Not only your RMA department kept my machine for so long but also did not manage to get it fixed. The list is longer and the word "incompetency" doesn't ever scratch the surface. I can only hope that I'm not being discriminated just because I'm not English, as it looks that way.
Please let me know how what can be done, as I don't want to lose my PC for another month!
PS: I'll be speaking to Citizen Bureau Advice on Monday as these emails are obviously being either deleted or ignored. I know my rights and I know that you HAVE TO FIX this. I have paid for the service and YOU WILL provide service which I have paid for!!!
Yours, no longer patient, customer
Richard K
On 16 April 2015 at 12:51, Rico K <...> wrote:
Dear PC Specialist
I have not received any response to my email. Also the desktop (6****8) you received on the 31st of March is still with your RMA department.
Not sure if you are testing my patience or is it a simple incompetency. Please be so kind and respond.
Kind regards
Richard K
On 14 April 2015 at 17:30, Rico K <...> wrote:
Dear PC Specialist
This is regarding RMA 2***4 in reference to order number 6****8.
I would like to complaint about the delays in getting my machine back (which is still with PC Specialist). I have a number of reasons to believe that my RMA is being mishandled and the internal/customer communication poorly managed.
On the 26th of March I requested the RMA for the order 6****8. The machine was picked up on the 30th and delivered back to PCSpecialist on the 31st of March. When I submitted the RMA I listed two issues and provided access to two games (lineage 2 and PayDay 2) which can be used to replicate the issue. Also to allow easier troubleshooting and guide the PCSpecialist Support team through the problem (right click problem) I have used my phone's camera and recorded a short clip where within 3 minutes I duplicated the issue multiple times. I placed the recording along with the games' shortcuts on the desktop. To my surprise I noticed that the PCSpecialist engineer without my permission used my steam account to download the Shadow Of Mordor (steam game) and heavily utilized it over the Easter period. This was verified by the number of hours spent in the game via my Steam account. This hasn't been agreed and is clearly an abuse of access to my steam account. I have doubts that my machine was left running during that period due to genuine reasons.
On the 7th and 8th of April I made print screens of the time spent in the game and confirmed additional 15 hours of gameplay between 13:00 and 08:00 AM the following morning. Since then I made multiple calls to PC Specialist team in effort to understand the situation and speed up the process but no luck.
Furthermore on the 8th of April I received an update (13:19) from PC Specialist engineer asking for permission to reinstall the system. I responded to that email within 30mins (13:42) granting permission to reinstall the system. I chased up the issue with PC specialist on the 13th of April to find out that the RMA hasn't been progressed and the engineer is still waiting for my response. At that time I granted my verbal approval to reinstall the system.
Today, that is the 14th of April I chased the PC Specialist again to find out that despite my response on the 8th and the chase up on the 13th the RMA hasn't been progressed and the engineer is still waiting for my response and approval to reinstall the system.
I don't remember the last time I was so upset. I feel like a fool each time I need to call your team and repeat myself over and over again!
Please let me know ASAP what can be done to resolve my complaint and what actions you will take to make up for the time I lost on the phone with the PC Specialist support. Be advised that I'm happy to provide additional details along with names and times when the communication was made.
I can be contacted via email or mobile.
Kind regards
Richard K
Mobile: 077*********7
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I sent this complaint to PCSpecialist on the 14th of April and haven't received a response yet. Is anyone else having such bad experience with PC Specialist RMA department?
Summary: Despite keepingmy PC for 12 working days they haven't resolved the problem. Even worse, there are more issues with my PC now!
- granted, 1 issue was resolved but now I have 2 more: PC hanging when browsing multiple youtube tabs in Firefox, PC memory showing as 1333MHz instead of 2133MHz, intermittent frame drop in games (confirmed in Payday2 and FarCry4).
--------------------------------------------------------------------------------------------
From: Rico K <...>
Date: 26 April 2015 at 04:29
Subject: Re: FORMAL COMPLAINT
To: [email protected]
Dear PC Specialist
In regards to my earlier complaint I would like to add that my PC's memory speed is not being detected properly. It should be 2133MHz but the BIOS can only see 1 ram at 1333MHz and the second at 1600MHz. I have already tried to sort it out over the phone with your support but after 89minutes on the phone I was advised that the only way to get it rectified is to sent it back.
Also, in the last 7 days my PC got hung in Windows while I was browsing youtube. This is the first issue I have described when I submitted the RMA - and this clearly hasn't been resolved. Also, since I got my machine back I noticed a new issue. Every now and then the frame rate drops in all games (confirmed in FarCry4 and Payday2). This usually lasts for about 5 seconds and goes away for few minutes.
I am very unhappy with your support so far. You kept my PC for 12 working days and sent back a machine that hasn't been fixed. Additionally now I can't even change in BIOS the preferred configuration to "performance" as the machine won't start. I'm very disappointed and angry. Not only your RMA department kept my machine for so long but also did not manage to get it fixed. The list is longer and the word "incompetency" doesn't ever scratch the surface. I can only hope that I'm not being discriminated just because I'm not English, as it looks that way.
Please let me know how what can be done, as I don't want to lose my PC for another month!
PS: I'll be speaking to Citizen Bureau Advice on Monday as these emails are obviously being either deleted or ignored. I know my rights and I know that you HAVE TO FIX this. I have paid for the service and YOU WILL provide service which I have paid for!!!
Yours, no longer patient, customer
Richard K
On 16 April 2015 at 12:51, Rico K <...> wrote:
Dear PC Specialist
I have not received any response to my email. Also the desktop (6****8) you received on the 31st of March is still with your RMA department.
Not sure if you are testing my patience or is it a simple incompetency. Please be so kind and respond.
Kind regards
Richard K
On 14 April 2015 at 17:30, Rico K <...> wrote:
Dear PC Specialist
This is regarding RMA 2***4 in reference to order number 6****8.
I would like to complaint about the delays in getting my machine back (which is still with PC Specialist). I have a number of reasons to believe that my RMA is being mishandled and the internal/customer communication poorly managed.
On the 26th of March I requested the RMA for the order 6****8. The machine was picked up on the 30th and delivered back to PCSpecialist on the 31st of March. When I submitted the RMA I listed two issues and provided access to two games (lineage 2 and PayDay 2) which can be used to replicate the issue. Also to allow easier troubleshooting and guide the PCSpecialist Support team through the problem (right click problem) I have used my phone's camera and recorded a short clip where within 3 minutes I duplicated the issue multiple times. I placed the recording along with the games' shortcuts on the desktop. To my surprise I noticed that the PCSpecialist engineer without my permission used my steam account to download the Shadow Of Mordor (steam game) and heavily utilized it over the Easter period. This was verified by the number of hours spent in the game via my Steam account. This hasn't been agreed and is clearly an abuse of access to my steam account. I have doubts that my machine was left running during that period due to genuine reasons.
On the 7th and 8th of April I made print screens of the time spent in the game and confirmed additional 15 hours of gameplay between 13:00 and 08:00 AM the following morning. Since then I made multiple calls to PC Specialist team in effort to understand the situation and speed up the process but no luck.
Furthermore on the 8th of April I received an update (13:19) from PC Specialist engineer asking for permission to reinstall the system. I responded to that email within 30mins (13:42) granting permission to reinstall the system. I chased up the issue with PC specialist on the 13th of April to find out that the RMA hasn't been progressed and the engineer is still waiting for my response. At that time I granted my verbal approval to reinstall the system.
Today, that is the 14th of April I chased the PC Specialist again to find out that despite my response on the 8th and the chase up on the 13th the RMA hasn't been progressed and the engineer is still waiting for my response and approval to reinstall the system.
I don't remember the last time I was so upset. I feel like a fool each time I need to call your team and repeat myself over and over again!
Please let me know ASAP what can be done to resolve my complaint and what actions you will take to make up for the time I lost on the phone with the PC Specialist support. Be advised that I'm happy to provide additional details along with names and times when the communication was made.
I can be contacted via email or mobile.
Kind regards
Richard K
Mobile: 077*********7
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