Poor Customer Service

[Craigsup]

So I've had my vortex III 17.3" for just under a year, and for the past few months i've had issues with my Killer Gaming wireless card which kept dropping internet connection despite my mac book staying connected to the same network. I phoned up the support a few times to rectify this by downloading new drivers etc but nothing worked.
Also in the past 2 months or so, my 2nd Hard drive (standard 500gb) which held all my media and work related files kept crashing and causing windows to slow down and crash programs. In the end I had to disable the hard drive to use my laptop.

So I contacted PCS on a Wednesday and they said they would send DPD to collect the hard drive and wireless card. They didn't have any Wireless cards in stock apparently but they would send a new hard drive at the same time. The DPD guy was meant to come on the Thursday however he didnt and he came on the friday instead. Luckily my reception at my accommodation gave the DPD guy the package with my HD and Wireless card in and took the new HD off him.

So, this was sorted. I had the new hard drive and PCS said it'll be between 1-2 weeks for the wireless card to be sorted.

I waited, and waited. I contacted PCS on Thursday just gone as I found it strange there was no update or anything about my wireless card. Turns out that they apparently didn't receive it, but they received my fault hard drive which was in the SAME jiffy bag. The PCS member said they would sort this out ASAP and dispatch a new wireless card. Still no response from them, I know it was a bank holiday weekend but surely this would be a priority to sort out on the Saturday or today?

Another thing that I find quite annoying is that they obviously had a delivery of wireless cards while I've been waiting so why didn't they ship one of those to me as soon as they received delivery?

I know it's a long post but i'm getting very impatient as it is really inconvenient for me not having wireless on my laptop.

 

[JakAttack]

We have checked with the returns department for you. Sadly the only item found returned with the parcel was the HDD, which was received perfectly fine.

The packaging is always kept and has been rechecked for you. Unfortunately we were unable to locate the item you have mentioned returning.

 

[Craigsup]

The Wireless card was sent in the same packaging as the hard drive so how can you tell me you have not received it?
So now you're trying to tell me that this wireless card has magically disappeared?

 

[Craigsup]

Oh and you guys don't even have the decency to email me with the details about the magically disappearing wireless card?

 

[ubuysa]

I can understand why you're upset, I guess I would be too, but wireless cards are pretty small things, especially compared to a hard drive. It's quite possible the card was missed when the package was opened and later lost? There are a dozen reasons why the card was not found in the package you sent, perhaps it broke open in transit? Mistakes happen, that's part of life.

I'm sure PCS will get your wireless card to you as soon as they can. I can only guess why they may not have shipped your card to you "as soon as they received delivery [of a new batch]", perhaps they had a number of part-built laptops waiting for that card? How would those customers have felt if they'd been told their new laptop was going to be delayed again so that the wifi card that should have been theirs had gone to another customer?

I know none of this is helping you any and I understand you're frustrated at the apparent lack of communication. I'm sure the folks at PCS are doing the best they can for you - and for every other customer who is biting their nails waiting for their new PC/laptop - it will get sorted.

We all feel for you, hang in there bud.

 

[keynes]

I am sure that if you give them a call regarding the missing item they will get it sorted for you.

 

[JakAttack]

I saw your message on here so I responded on here immediately, if you take it to public forum I need to make a public answer.

We have checked, double checked and triple checked the packaging, there was no wireless card found in the package. We have checked the area and for nay wireless cards in returns that are surplus to stock.

The returns technician saw that there were two RMA's open on the order and checked for both when it was received back, unfortunately the wireless card has not been seen.

Are you absolutely sure it was handed over to the couriers?

 

[Craigsup]

I am 10000% sure. It was in the same jiffy bag as the hard drive so there is absolutely no way it has been lost. If there was any sort of damage to the Jiffy bag then the returns technician should have seen this and consulted DPD however as you received the hard drive I fail to see how damage to the jiffy bag has occurred - also I was told it would be put in a metal exchange box; so I dont see damage to the Jiffy bag as the issue.

 

[LFFPicard]

To answer one of your questions, the reason a new card was not issued to you when they received new stock is most likely due to not receiving the faulty one back.

Everything is tracked, so if a faulty card is not booked in a new one will not be booked out. I am sure PCS will do whatever they can, including checking the packaging for damage, contacting DPD as I am sure the weight of the item would have been logged in transit at the hub, so this can be referenced against the received item to check if this matches.

A lot of checks can be made, however, bear in mind the Killer wireless card is an expensive item, so it is not so easy to simply send a new one without accounting for the faulty one. I am sure however that PCS will do what they can to rectify this situation, it just needs a little time to make the calls and check the chain from your reception -> DPD van -> DPD Hub -> Overnight Haul -> Despatch -> PCS

Hope this information has been useful.

 

[SmokeDarKnight]

Like Keynes said i would suggest giving them a call and having a friendly chat with them about it.

Things then to take a lot more time and spiral on forums.

 

[Craigsup]

Regards to phoning them, I am currently at university and only have a mobile phone. I don't really feel I should be paying to phone them (especially when i've been on hold for over 40 minutes before).

 

[JakAttack]

I dont see damage to the Jiffy bag as the issue.

There is no damage to the jiffy bag, it just doesn't have the card in I'm afraid, the engineer checked for the card when it came back, the box and the jiffy bag were fine, but no wireless card has been found unfortunately.

 

[Craigsup]

Well then you need to get in contact with DPD as there is a thief that steals faulty wireless cards.

 

[SmokeDarKnight]

Heres the waiting list live view http://www.pcspecialist.co.uk/call-waiting/

Current waiting time is 60 seconds at the moment for technical and 0 for Sales not sure which option you would want though

0844 499 4000

I dont have a landline either but its only about 40p a minute when i called them on orange.

 

[tom_gr7]

Surely it would be better to give PCS a call and see what can be done next? The forums are great, but are not an official channel of support and it would be wiser to calmly call them up and see what can be done to solve the problem.

 

[Craigsup]

I am currently waiting for Mustafa Ramzan to phone me from the customer support which I appreciate.
I object to paying as meantioned by SmokeDarKnight 40p per minute on Orange (same network as myself). Especially as i've once been on hold for over 40 minutes, luckily that time I was phoning from a land line.

Hopefully once Mustafa phones me, we can sort this out.

 

[Blackdog]

I've always found when dealing with companies that a polite and positive attitude goes a long way to getting what I need.

 

[Craigsup]

Blackdog, I have been polite - I have in no way at all been rude to them.
Pc Specialists are adamant that the Wireless card has not been sent, however they say the secure box was secured properly. I checked with my receptionist and they are willing to vouch that the Secure box was secured. Therefore it has been lost once opened by Pc Specialists.

I am now waiting for a contact number for the manager.

 

[ubuysa]

Blackdog, I have been polite - I have in no way at all been rude to them.
Pc Specialists are adamant that the Wireless card has not been sent, however they say the secure box was secured properly. I checked with my receptionist and they are willing to vouch that the Secure box was secured. Therefore it has been lost once opened by Pc Specialists.

I am now waiting for a contact number for the manager.

To be fair that's not what they've said here. They have said that the wireless card has not been received, that's not the same as saying you didn't send it.

Try and see this from PCS's point of view. That card is, as has been said, expensive so it's not surprising that they want the old one back. I don't doubt that you are certain that you packaged it up with the HDD but I agree with Blackdog's sentiment that you do no good by accusing someone at PCS or DPD of stealing it. There might be other reasons for it not being in the package when PCS received it. For example, you wrote earlier that it wasn't you who put the package into the DPD driver's hands, so you can't be 100% certain what was in the package that he/she picked up.

I understand that you're upset and disappointed but you catch more flies with honey than with vinegar.

 

[Craigsup]

PcSpecialists have said that they are 100% sure the contents haven't been tampered with. and okay, with what you highlighted I phrased it incorrectly.
When I went to speak to my receptionist they said that they don't see why someone would tamper with a jiffybag of faulty items.