I bought a PC from PC specialist... the PC was ok but I was given the wrong case. When I asked for it to be changed they refused and made it seem like it was my fault. The case they have given me is not quiet enough. Shame I was impressed up till then... very poor customer service
Very bad customer Service - given the wrong case
- Thread starter Avi
- Start date
- Status
thats weird, I've been on these forums for a few weeks now and whenever someone has had an issue PCS have been very quick to sort it out or supply alternatives, Are you sure you chose the right case when you built your order? If you did and you are certain that they have given you the wrong case then they have to change it, im sure one of the mods will be on soon to talk to you about the issue.
PaulH
Bright Spark
Did you try and change your case half way through a build, did you put in an additional order with one of our staff? did you check that order had gone through in the user account section? I have never known any of the builders to misread what case the build has, but if it is the situation Im sure that the case will be exchanged, theres no reason for us not to swap if a mistake has been made.
Pontington-Smythe
Active member
I have to admit i have found them to be very good in that department so much so i will be having a new PC again in the very near future.
Maestro
Guest
Hello,
Having dealt with this case personally, I will set the record straight.
The customer starting this thread ordered his pc as normal using our system configuratror and specced up the pc with a fusion case. Please bear in mind that customers can check the specs of the pc after ordering to check that they have ordered correctly.
On receipt of the pc the customer contacted us to tell us it wasnt the case that he was expecting, as he thought he had ordered the sileo case. We explained that he hadn't ordered the sileo case. We also explained that we were happy to change the customer to the sileo case but a charge would be made for the differecne in cost of the cases and for the collection and re-delivery of the pc (£35), Please also note that we would not charge any labour and only charge the cost price (reasonable?). The customer was not happy with this as he beleived it was our fault that he had specced the wrong case. Please make up your own minds.
There is an important point here.
It is the customers responsibility to ensure they have ordered the specification that they want. It is also good advice after ordering to check the order in your account pages to verify this. During the build stages (usually about 2 weeks, we would be happy to makes changes if errors were made), but after the pc is dispatched, we cannot be blamed in this instance for a customer choosing the wrong case.
Having dealt with this case personally, I will set the record straight.
The customer starting this thread ordered his pc as normal using our system configuratror and specced up the pc with a fusion case. Please bear in mind that customers can check the specs of the pc after ordering to check that they have ordered correctly.
On receipt of the pc the customer contacted us to tell us it wasnt the case that he was expecting, as he thought he had ordered the sileo case. We explained that he hadn't ordered the sileo case. We also explained that we were happy to change the customer to the sileo case but a charge would be made for the differecne in cost of the cases and for the collection and re-delivery of the pc (£35), Please also note that we would not charge any labour and only charge the cost price (reasonable?). The customer was not happy with this as he beleived it was our fault that he had specced the wrong case. Please make up your own minds.
There is an important point here.
It is the customers responsibility to ensure they have ordered the specification that they want. It is also good advice after ordering to check the order in your account pages to verify this. During the build stages (usually about 2 weeks, we would be happy to makes changes if errors were made), but after the pc is dispatched, we cannot be blamed in this instance for a customer choosing the wrong case.
Matt
Bright Spark
Removed....
Last edited:
Lots of comments here and I thank you for your input... but is me that needs to set the record straight. Maestro has far from cleared this up....
You are sadly mistaken here! I did not chose the wrong case!
It is not my responsibility to get the job done right it is yours - that's what you're being paid to do.
On my first phone call to you I was received a quote and was given the Fusion case by default. Having realised that this was the wrong case I called you again.
On my second phone call to you I changed the case to the sileo case. I also had a long talk with you about how I would use the computer for music production. As you will note from your spec the sileo case it is one used for music production because it is quiet. As I remember you did not even get my address right so i was unable to put my payment through the first time. I had to phone another time to put it through.
At the time of the second call you should have changed the order to case I wanted and you did not do this or forgot or whatever. Now you can't even admit that such a thing happened and want to lay all the blame at my door. I shouldn't have to check that you do your job properly and and build something to the right spec. In retrospect though I probably should have done. You gave me verbal confirmation on the phone so I didn't think I needed to do this (Unreasonable?) especially as I was actually quite impressed with the service up to this point!
I don't think it is fair that I should have to pay the delivery charge of the computer when you have made the mistake. Again why should I be charged a cost for labour anyway?... If you had got this right in the first place you wouldn't be here. You are certainly not doing anyone any favours..
You make big claims of great customer service and support but I am yet to see it here. You can't even admit you made a mistake and put it right.... That's bad customer service and bad business for that matter...
I don't expect you to see this now as I doubt you will admit you have made a mistake.. but for the sake of other customers of yours I feel the story should be told so they can make an informed decision on how your service is really like.
Also Joe Mangel's quote is certainly not appropriate here...
It really is such a shame because the computer itself works great it is just the case and your customer service there is an issue with.
Maestro
Guest
OK, so first off I am not going to say we dont not make mistakes. When a customer calls us and asks for a quote or for advice that is what we will do. Unfortunately it is the customers responsibility to ensure that they have ordered what they want. If we create a quote for someone, it would be normal practice to check the quote, and when you are satisifed that the quote is correct, go-ahead and place the order. Your quote was created, and you placed the order 1 day later. During this time, it is not unreasonable to expect that you would have checked the quote, including specific case to ensure it was what you wanted.
So, the quote was ordered, and you then say you called after realising the wrong case was ordered to make the change. OK, nothing wrong with that, plenty of customers change their orders during the production process. When a customer makes a change, a sub order is created, we inform the customer of the amount to pay to make the change, and take card details. After payment is made we provide a reference number which is then available for the customer to view on his invoice account page.
In your case, no sub-order was created, no payment was taken, no invoice or reference number provided. It is simply not possible to make a change without all these paper trails being available. The case you wanted to upgrade to was significantly more expensive than the original one chosen. It is therefore not possible that you provided your card details over the phone to make this change. If you had provided you card number, then you would have been given a reference number if the payment was succesfull. Please also dont forget that you can make changes to your order whilst in production in your account area, without the need to call us.
Now, if you were to tell me that you made the change and the reference number is ***** and your pc arrived in the wrong case, then hands up its our fault. However, in this instance, when there is no sub-order, no payment, no reference, no invoice, and you cant provide any of these, then you cannot lay the blame at our door.
Given all of the above, we have already offered to change that case at cost price, without charging for any labour, only collection and re-delivery. Even if you beleive we are partly to blame, this is a fair effort on our part to rectify the situation.
So please remember:-
1. Always check your quote to ensure its what you want.
2. Always get a reference number for any payments made, and the name of the person you are speaking with.
3. Always check your account area after making any changes to check that it has been done.
So, the quote was ordered, and you then say you called after realising the wrong case was ordered to make the change. OK, nothing wrong with that, plenty of customers change their orders during the production process. When a customer makes a change, a sub order is created, we inform the customer of the amount to pay to make the change, and take card details. After payment is made we provide a reference number which is then available for the customer to view on his invoice account page.
In your case, no sub-order was created, no payment was taken, no invoice or reference number provided. It is simply not possible to make a change without all these paper trails being available. The case you wanted to upgrade to was significantly more expensive than the original one chosen. It is therefore not possible that you provided your card details over the phone to make this change. If you had provided you card number, then you would have been given a reference number if the payment was succesfull. Please also dont forget that you can make changes to your order whilst in production in your account area, without the need to call us.
Now, if you were to tell me that you made the change and the reference number is ***** and your pc arrived in the wrong case, then hands up its our fault. However, in this instance, when there is no sub-order, no payment, no reference, no invoice, and you cant provide any of these, then you cannot lay the blame at our door.
Given all of the above, we have already offered to change that case at cost price, without charging for any labour, only collection and re-delivery. Even if you beleive we are partly to blame, this is a fair effort on our part to rectify the situation.
So please remember:-
1. Always check your quote to ensure its what you want.
2. Always get a reference number for any payments made, and the name of the person you are speaking with.
3. Always check your account area after making any changes to check that it has been done.
Last edited by a moderator:
Unbelievable!! You don't make mistakes? You certainly have done here... As i said before you were told of the change and you did not make it. The issue of paper trails and sub-order numbers are not relevent! Those are your internal procedures... i am the customer - All I want is the computer build to the specifications I am paying for.
At no point was I even informed that a sub-order needed to be created. what you are attempting to do is just cover your own back here. I did check the quote which was why I called you the second time to change. What you;re saying here does not make any sense. I shouldn't have to an expert on your internal invoicing and reference number procedures - that's your problem not mine.
If you didn't make a sub-order that is your issue. Why was this not done?
Also you did not even enter my payment details right first time so I couldn't pay initially. You got my address wrong! not filling me with confidence - that 'you don't make mistakes'!
It is obvious that you did not revise the quote when I made a change. You are trying to make out that you are doing me some sort of favour by not charging me labour costs! This is laughable as you should not be charging them anyway when it is your mistake.
I shouldn't have to go through all this to get the computer I want! It is not unreasonable to assume that the member of staff who took the call would make the change I requested. He gave me verbal confirmation of this.
I should not have to pay for the cost for transferring the computer back to you for something you should have done in the first place. I guess I am wasting my breath here as you obviously do not give as much support and customer service as you first claim.
So please remember...
1. Everyone makes mistakes
2. When you make a mistake the decent thing to do is admit you have done so and learn from it in future
At no point was I even informed that a sub-order needed to be created. what you are attempting to do is just cover your own back here. I did check the quote which was why I called you the second time to change. What you;re saying here does not make any sense. I shouldn't have to an expert on your internal invoicing and reference number procedures - that's your problem not mine.
If you didn't make a sub-order that is your issue. Why was this not done?
Also you did not even enter my payment details right first time so I couldn't pay initially. You got my address wrong! not filling me with confidence - that 'you don't make mistakes'!
It is obvious that you did not revise the quote when I made a change. You are trying to make out that you are doing me some sort of favour by not charging me labour costs! This is laughable as you should not be charging them anyway when it is your mistake.
I shouldn't have to go through all this to get the computer I want! It is not unreasonable to assume that the member of staff who took the call would make the change I requested. He gave me verbal confirmation of this.
I should not have to pay for the cost for transferring the computer back to you for something you should have done in the first place. I guess I am wasting my breath here as you obviously do not give as much support and customer service as you first claim.
So please remember...
1. Everyone makes mistakes
2. When you make a mistake the decent thing to do is admit you have done so and learn from it in future
Matt
Bright Spark
I can see both sides of the discussion.
Sounds like there has just been a slight breakdown in communication with regards to the change of case with the person you spoke to on the phone.
Sorry to hear about that Avi, and i can sympathise with your problem. Hopefully both sides can reach an agreement.
I've always found these guys (PC Specialist) to be extremely fair.
Sounds like there has just been a slight breakdown in communication with regards to the change of case with the person you spoke to on the phone.
Sorry to hear about that Avi, and i can sympathise with your problem. Hopefully both sides can reach an agreement.
I've always found these guys (PC Specialist) to be extremely fair.
Maestro
Guest
I can understand your frustration.
I am not talking about internal procedures. When I pay for anything over the internet or phone it is a pretty formal experience, and the least I would expect is that I would be told the price and provided with a reference number when the transaction was complete. These are not internal procedures just common sense.
At the end of the day, no matter what I say or what you say, no payment was taken from you and no reference provided. Alarm bells would ring for most people in this instance if they wanted to pay for something.
Like I said in the previous post, if you had a payment reference or sub order number, or even a bank statement showing the payment leaving your account then hands up. None of this happened so, unfortunately your case wasnt changed.
Our offer still stands if you wish to change the case.
This thread will now be closed, as the forum is not an official tool for making complaints. If you wish to make a complaint please use the official channels.
I am not talking about internal procedures. When I pay for anything over the internet or phone it is a pretty formal experience, and the least I would expect is that I would be told the price and provided with a reference number when the transaction was complete. These are not internal procedures just common sense.
At the end of the day, no matter what I say or what you say, no payment was taken from you and no reference provided. Alarm bells would ring for most people in this instance if they wanted to pay for something.
Like I said in the previous post, if you had a payment reference or sub order number, or even a bank statement showing the payment leaving your account then hands up. None of this happened so, unfortunately your case wasnt changed.
Our offer still stands if you wish to change the case.
This thread will now be closed, as the forum is not an official tool for making complaints. If you wish to make a complaint please use the official channels.
Last edited:
Avi
We're sorry that you are not happy. Without an order amendment ever being created, and with no reference of any request to make an amendment, we cannot investigate this any further. We create hundreds of order amendments every day and every amendment has to be done through our system otherwise it would be impossible to manage.
We're happy to change the case for you, but the case you would like is significantly more expensive and therefore you will need to pay the cost to upgrade to this case. As maestro aid, our forums are not a place for official support and I would recommend you contact us through our official channels should you wish to change your case.
At the end of the day a happy customer is all that we want so I'm sure we can rectify this problem if you give us a call
We're sorry that you are not happy. Without an order amendment ever being created, and with no reference of any request to make an amendment, we cannot investigate this any further. We create hundreds of order amendments every day and every amendment has to be done through our system otherwise it would be impossible to manage.
We're happy to change the case for you, but the case you would like is significantly more expensive and therefore you will need to pay the cost to upgrade to this case. As maestro aid, our forums are not a place for official support and I would recommend you contact us through our official channels should you wish to change your case.
At the end of the day a happy customer is all that we want so I'm sure we can rectify this problem if you give us a call
- Status