Seriously Impressed by PCS

K

kennyh123

Member
So I ordered my custom PC on the 30th May (a Saturday) and nothing happened with my order for 19 WD. Now I knew there would be a long wait because of coronavirus but I was happy to wait for them to build it and understood it would take a while. Then on the 20th WD, I get an email saying my PC is going into the build stage tomorrow. Then on day 21 I get a string of emails:
1. At 10:42am, my PC is being built.
2. At 1:10pm, my PC is in the testing stage
3. Then at 1:51am (22 WD), my order is now awaiting dispatch.

My testing and quality control were done by the same person too. The fact that I got the email at 1:51am means they must have someone working at that time to confirm my PC has passed testing and quality control right? They finished building my PC AND tested it all, all within 14hours when on the website, each of these stages is meant to take 1-2 days each. So the limited staff they have are working extremely fast from how quick these updates are flying at me, and they seem to be doing night shifts too presumably. Those 21 working days wait is super long, over 4 weeks but considering how hard they're working, it just goes to show how big their backlog is. I know it's super frustrating to wait for it but everywhere is going to be like that so it's just all about patience.

The only thing I wish they did was offer a service where they could just dispatch the parts. I would've been more than happy to just build the PC myself if they shipped everything together for me when I first placed more order. Would've been happy to pay the same price too. Would've avoided having to wait 4 weeks but oh well.
 
ubuysa

ubuysa

The BSOD Doctor
Very glad you're happy and thanks for posting. Thanks also for understanding the difficulties PCS are working under. [emoji846]

Dispatching parts as a self assembly kit would be a nightmate. Swapping parts that were faulty, establishing whether a part was faulty or had been damaged, handling the inevitable calls for help, etc. would not be worth it to PCS. Not to mention what sort of a warranty they could offer... [emoji846]
 
R

RichH

Gold Level Poster
You mind find that the previous system of tracking progress was only updated each morning.

If they are now working 24/7 and updating each stage, we now get a much more accurate timescale
 
T

Tony1044

Prolific Poster
It is possible the emails are automated and sent on a pass but if they do have people working around the clock, I hope they're rewarding them well :)
 
K

kennyh123

Member
ubuysa said:
Dispatching parts as a self assembly kit would be a nightmate. Swapping parts that were faulty, establishing whether a part was faulty or had been damaged, handling the inevitable calls for help, etc. would not be worth it to PCS. Not to mention what sort of a warranty they could offer...
Click to expand...

There can't be that many faulty parts in their stock or they'd be out of business. Maybe 1 every few hundred customers. Build it yourself is a profitable business otherwise singular parts wouldn't be sold. Ofcourse there should be full guides on what to do from PCS and explanations etc. but for those who are willing to do it themselves, it makes sense. So many angry customers who are waiting double the amount of time they wanted to wait.
 
ubuysa

ubuysa

The BSOD Doctor
kennyh123 said:
There can't be that many faulty parts in their stock or they'd be out of business. Maybe 1 every few hundred customers. Build it yourself is a profitable business otherwise singular parts wouldn't be sold. Ofcourse there should be full guides on what to do from PCS and explanations etc. but for those who are willing to do it themselves, it makes sense. So many angry customers who are waiting double the amount of time they wanted to wait.
Click to expand...
If you feel that strongly about it then suggest it to them. [emoji846]
 
Yui-Hirasawa

Yui-Hirasawa

Active member
ubuysa said:
You do know they are insanely busy?
Click to expand...
because the warranty time of my laptop continues running without having it, 2 weeks lost, and I still see that it will be like this for another 2 weeks at least, busy or not, I think they should not take a rma so calmly ...
 
ubuysa

ubuysa

The BSOD Doctor
Yui-Hirasawa said:
because the warranty time of my laptop continues running without having it, 2 weeks lost, and I still see that it will be like this for another 2 weeks at least, busy or not, I think they should not take a rma so calmly ...
Click to expand...
Which warranty did you take out?
 
SpyderTracks

SpyderTracks

We love you Ukraine
Yui-Hirasawa said:
because the warranty time of my laptop continues running without having it, 2 weeks lost, and I still see that it will be like this for another 2 weeks at least, busy or not, I think they should not take a rma so calmly ...
Click to expand...
It's not by choice, this is literally the busiest time for any IT firm, demand is the highest pretty much ever on a global scale.
 
ubuysa

ubuysa

The BSOD Doctor
Yui-Hirasawa said:
the silver? why? I think that is irrelevant.
Click to expand...

So you have a 1 year return to base warranty. Those extra 11 months (over the 1 month standard return to base) cost you only £5 and you're quibbling over a couple of weeks? If you'd only taken the standard 1 month return to base I might have had more sympathy.

I know all too well, each one looks for his own, and in my case they go two weeks without a laptop and they haven't even touched it yet.
Click to expand...
Perhaps you'd like to explain to those who have been waiting over 20 days since they placed their order, why attending to your RMA is more important than their build?

PCS have a finite staff, and it's been reduced because of the COVID requirements and is coping with a large increase in orders (also because of COVID). They can only do so much with the staff they have.
 
T

Tony1044

Prolific Poster
ubuysa said:
So you have a 1 year return to base warranty. Those extra 11 months (over the 1 month standard return to base) cost you only £5 and you're quibbling over a couple of weeks? If you'd only taken the standard 1 month return to base I might have had more sympathy.


Perhaps you'd like to explain to those who have been waiting over 20 days since they placed their order, why attending to your RMA is more important than their build?

PCS have a finite staff, and it's been reduced because of the COVID requirements and is coping with a large increase in orders (also because of COVID). They can only do so much with the staff they have.
Click to expand...

This.

Also from what others are saying, it seems like PCS might have staff working through the night to catch up on their backlog.

Maybe speak to PCS and ask them nicely, considering the obvious delays due to COVID, if they'd consider extending the warranty by two whole weeks.

To be fair, most decent companies in my experience will bend over backwards to help anyway if something fails just outside of the warranty period.

It's also worth noting that some of the individual components possibly have an even longer manufacturers warranty - there have been previous posts about (I seem to recall) GPU's failed outside of the PCS warranty but PCS helping to honour the manufacturer warranty.
 
Yui-Hirasawa

Yui-Hirasawa

Active member
The guarantee is two years, I do not understand that it has to do one thing with the other, and in my case I am from Spain ...
The only thing that I know is that today I have sent it for two weeks and 9 days since they have it and they still do not touch it.
 
SpyderTracks

SpyderTracks

We love you Ukraine
Yui-Hirasawa said:
The guarantee is two years, I do not understand that it has to do one thing with the other, and in my case I am from Spain ...
The only thing that I know is that today I have sent it for two weeks and 9 days since they have it and they still do not touch it.
Click to expand...
Do you understand how busy they are and that there's a pandemic going on? Haven't you noticed that every single business is having difficulty at the moment?
 
ubuysa

ubuysa

The BSOD Doctor
Yui-Hirasawa said:
The guarantee is two years, I do not understand that it has to do one thing with the other, and in my case I am from Spain ...
The only thing that I know is that today I have sent it for two weeks and 9 days since they have it and they still do not touch it.
Click to expand...

You are no more important than anyone else waiting for PCS to build or repair their PC. PCS will work on your PC when others ahead of you in the RMA queue have been done.

You'll just have to wait your turn, like everyone else.

BTW. I suggest you read the terms of the silver warranty you bought.
 
T

Tony1044

Prolific Poster
Yui-Hirasawa said:
The guarantee is two years, I do not understand that it has to do one thing with the other, and in my case I am from Spain ...
The only thing that I know is that today I have sent it for two weeks and 9 days since they have it and they still do not touch it.
Click to expand...

I was answering this as I was on my way to the pub, via my hairdresser... oh... wait...

You strike me as incredibly unaware of what is going on around you! Most of Europe has been locked down. The UK has been closed. It has been far from business as usual, yet some folks seem to think that they should get a [preferential] fast turnaround....
 
S

ShutterBug365

Bronze Level Poster
Currently do not have anything in the system waiting, am currently waiting to see reviews of the Optimus Pro XI with the Ryzen chip in it. I had a thought in the back of my mind that the warranty on the laptop / desktop does not start ticking until PCS dispatch it and looking at their Terms & Conditions that is indeed the case. Given that technically there is nothing to put a warranty on until it is built and tested.

In addition to any warranty that you may have purchased with your Goods, all Goods that we supply are warranted free from defects for 12 months from the date of supply. This warranty does not affect your statutory rights as a consumer. https://www.pcspecialist.co.uk/terms/
 
ubuysa

ubuysa

The BSOD Doctor
ShutterBug365 said:
Currently do not have anything in the system waiting, am currently waiting to see reviews of the Optimus Pro XI with the Ryzen chip in it. I had a thought in the back of my mind that the warranty on the laptop / desktop does not start ticking until PCS dispatch it and looking at their Terms & Conditions that is indeed the case. Given that technically there is nothing to put a warranty on until it is built and tested.

In addition to any warranty that you may have purchased with your Goods, all Goods that we supply are warranted free from defects for 12 months from the date of supply. This warranty does not affect your statutory rights as a consumer. https://www.pcspecialist.co.uk/terms/
Click to expand...
Indeed, the statutory rights of UK customers has been mentioned several times before in other threads.

The issue here isn't about the warranty howver, it's that @Yui-Hirasawa seems not to appreciate that PCS are insanely busy and that his/her RMA will be dealt with once others earlier in the queue have been dealt with.
 
You must log in or register to reply here.
Top