RMA Wait times on pc's we need info on that as well.

Gus

Bronze Level Poster
As you will probablly guess I have one currently RMA'd, 2 weeks later and no movement. So its been sitting somewhere for 2 weeks now. The lack of communication is annoying when waiting on what is my main PC back.

When it was built just over 2 years ago you sent regular emails during its construction with its progress. But if not for me contacting you I would be none the wiser, so why the lack of communcation on warranty RMA's that involve a complete PC?

Plus 2 weeks is acceptable wait for a paid for service?

With the lack of communcation and nothing been done, it is leaving a bitter taste and will come up when I hear people asking where do I buy a new pc, which I have previously recommended them to you in the past.
 

PaulH

Bright Spark
Hi Gus, can you please let us know your RMA / order number, normally if it has taken this long it is because a replacement part needs to go back to the manufacturer for repair, our hands are tied in that respect as we again are waiting on the replacement / repair from the manufacturer, as soon as progress is made and it is being fixed the status will change on the website. Let us have the number and we can look into it for you. RMAs normally take days not weeks to get sorted out and returned - again though dependant on the faulty item.
Also, if the pc is a quite old as in this case, it is usually the case that we have to send faulty components away to the manufacturer for repair or replacement, because the component is no longer stocked or manufactured. In the PC industry the sale life of say a motherboard or gpu is usually about 6 -12 months before it goes EOL (end of life). After this stock will be available for a few months, and we would be able to replace faulty items in-house. After this then faulty items have to be returned to manufacturer because it is unlikely that we will hold any more stock. Unfortunately the older a pc gets, the longer the rma process will take if the failure is due to some of the mainstream components like motherboard or GPU.
 

Zeplini

Moderator
Moderator
Hi Gus

Sorry about the lack of communication but Paul is right. If your PC Specialist Warranty has expired then we cannot replace goods instantly. As your PC components are older these may still be covered under Manufacturer's Warranty in which case once we have identified the fault we will return to the Manufacturer the faulty components for replacement or repair but this can take time. I am really sorry if this is the case with your PC and you have not been informed.
 

Gus

Bronze Level Poster
I paid the £135 for the 3 year Return to Base warranty, so yes it is covered by you in the first instance.

Note I have sent Paul a PM with the RMA number
 

Maestro

Guest
PaulH will look into your rma on Monday and give you an update. As stated previously, wether still covered by PC Specialist or an extended warranty provided by the manufacturer of the component, when the part that fails is EOL and no longer stocked, it has to be sent back to the manfacturer for repair or replacement. This is where the delay often occurs. We will see what we can do on Monday.
 

Gorman

Author Level
Plus 2 weeks is acceptable wait for a paid for service?

We do not offer a guaranteed timeframe for repairs with our warranty. The wait is determined by the problem and the queue at the time a machine is returned.

I paid the £135 for the 3 year Return to Base warranty, so yes it is covered by you in the first instance.

I would imagine this is why the machine is with us at the moment.

If this thread is leading to ideas on how we can improve communication when the machine is returned to us and / or how we could better communicate through the website / automatic email system, great!

If its chasing a status update for a particular RMA then in this case im sure Paul will update you when he receives your PM.
 

Zeplini

Moderator
Moderator
hi Gus sorry I got it wrong but please take note we are out of work hours on the new forum, so we don't have access to the full system that we have when in work so it makes hard to see what you have ordered.
 

Gus

Bronze Level Poster
This tread was to bring to light you have a feature in your current RMA procedures that is lacking. The current Build lead times info on your web site say theres no issues with delays. I would have expected that to be true for RMA's as well, but had no information from you saying there might be a delay in my machine being seen and ultimately dealt with.

I would expect it takes a morning to review outstanding RMA's, better a morning taken to follow up than have a customer wait 2 weeks with not a single email from you.

Takes a while to get a good reputation and very quickly to lose it.
 

Gorman

Author Level
This tread was to bring to light you have a feature in your current RMA procedures that is lacking. The current Build lead times info on your web site say theres no issues with delays. I would have expected that to be true for RMA's as well, but had no information from you saying there might be a delay in my machine being seen and ultimately dealt with.

I would expect it takes a morning to review outstanding RMA's, better a morning taken to follow up than have a customer wait 2 weeks with not a single email from you.

Thats a fair point however its quite easy to predict lead times with new builds. Set task = set time, giving an accurate time for return times would be a lot harder and most of the time just plain wrong / misleading. And it seems that an automatic email every few days to announce there is a queue is just going to annoy more than inform. I will forward this suggestion to our website guys to see if its something they can use!

Takes a while to get a good reputation and very quickly to lose it.

Returns take time. Some longer than others and queues can form. More often than not we are ahead of the game in this regard.
 
Top