After-Sales Service not up to Scratch

[Johnsos1]

Your message hasn’t been deleted, that’s already been explained, that’s a default notice from outlook where it doesn’t get a read receipt which a lot of corporate systems don’t give. Please don’t state fallacies.

check your spam box, a previous person who’d been told to expect an email went on the warpath and they’d contacted them as promised but they hadn’t checked their spam.

If I was stating fallacies I’d be saying something like the service from pcs has been superb, amazing products, fantastic speed from their customer service, online forum moderators really helpful and apologetic, cannot fault it.

The inbox in my online PCS account which holds the record of my initial enquiry is no longer there. Fact!

ive received no email from pcs, no phone calls, no acknowledgement either. An apology would be really nice but I won’t even go there, what’s the point. There is nothing in my spam folder, no missed calls, no delayed messages, no nothing. The service from the surface of Mars seems to be better than what I’m getting at the moment, so forgive me if I’m a little fed up of the constant fact checking. All I want is the battery!

 

[Johnsos1]

I feel your pain OP. I put a query to PCS a week or so ago and have also had no reply yet where they previously would have been in touch within a day or two. I do get the impression their CS is not managing the workload quite the same as recently. Who knows why though with all that is going on at the moment. However I have no issue waiting personally. I'll nudge them again in another week or so if nothing is forthcoming. Such is the environment we are in.....

In terms of your laptop - remeber that PCS don't make the parts. The chances of your battery having an issue is exactly the same no matter where it came from. Everyone needs to factor in the possibility of stuff failing or going wrong or malfunctioning. That's life and not peculiar to PCS or any other place you care to mention. Just sayin'

Completely agree

 

[ubuysa]

If I was stating fallacies I’d be saying something like the service from pcs has been superb, amazing products, fantastic speed from their customer service, online forum moderators really helpful and apologetic, cannot fault it.

The inbox in my online PCS account which holds the record of my initial enquiry is no longer there. Fact!

ive received no email from pcs, no phone calls, no acknowledgement either. An apology would be really nice but I won’t even go there, what’s the point. There is nothing in my spam folder, no missed calls, no delayed messages, no nothing. The service from the surface of Mars seems to be better than what I’m getting at the moment, so forgive me if I’m a little fed up of the constant fact checking. All I want is the battery!

I understand your frustration and disappointment, I also agree that PCS should have responded to you in some form by now but there are many reasons why they haven't. They could, for example, be trying to source a battery for you. PCS are system integrators not component resellers and it's unlikely they keep laptop batteries in stock as separate items. It's also possible, given the destruction that COVID has wreaked with worldwide parts shipping, that they're having problems getting a battery at all. I do agree though that they should have contacted you by now to explain what is going on.

Your message in your PCS account no longer being visible could also be for any number of reasons. It no longer being visible is not evidence that it's been deliberately deleted however. It may not be visible because it's been read, or archived, or even that there's a glitch in the messaging system. The one fact I can introduce here is that PCS never delete unread messages so please stop insisting that they do.

You are probably quite right that the service from the surface of Mars is better than that coming from PCS at present, but have you seen what it's cost to get that service from Mars?

You are right to be annoyed that you've not been kept informed of the status of your problem but you can be sure that if PCS had a battery they could send you then they would have done so.

 

[Citrus_9]

Update: so now its been a week since I first contacted PCS. 1 week on I'm no further forward, I've had no contact, no offer of a replacement battery, no phonecalls, no emails. Sorry guys, but Covid or no Covid this service is not good enough

fyi, I am still waiting for the new battery. Has been more than a week since I first raised my complaint, didn’t hear from PCS during the intervening week despite being told I would get an email the next day. My initial message in the technical message centre has been deleted, I’ve had no phone call, no email, no nothing.
so rang them yesterday, they have a battery in stock. Told it would be despatched same day, and delivered next day (today), low and behold it’s still not been delivered.
I think I rest my case on this whole ‘service is not up to scratch’ thing. COVID or no COVID, the service has been shocking, and I won’t ever buy from this company again. Never expected this service, or for my brand new, custom build laptop to have failed so quickly. Rubbish.

Forget what PCS say. They still haven't adopted running business smoothly in a year of big changes. I think best PCS could do is to learn not giving promises and hopes as a promised one working day can last indefinitely because they don't follow up themselves.

I've bought a PC last month but cancelled a few days later. While refund took just a few days it was very fast and easy, they managed to loose my PC case I got and delivered to their place from Currys PC World. To be fair, Currys also gives promises I'll get a refund soon but also asking if a PC case was collected from PCS. PCS can't confirm me that and already ignored my 2 follow up emails within 2 weeks (1 email in one week). PCS said will check with their warehouse and get back to me... mhm, will get back then? - next year?

I also asked PCS about a motherboard, but their answer wasn't full as they didn't read my full question... Poor attention to details and poor problem solving qualities.
Shocking, but Currys customer service seems to be just nice, but not really knowledgeable to resolve queries with competency too...

So yeah, I nearly started thinking that I gifted my 100 pounds to Currys due to both PCS and Currys being incapable to cope and adopt properly. My examples just proves that not just PCS are having troubles at this time. Many other business aren't capable to do their job smoothly due to all sorts of negative impacts to themselves.

I kind of understand, but also aren't fully satisfied at the same time

 

[moosEh]

Forget what PCS say. They still haven't adopted running business smoothly in a year of big changes. I think best PCS could do is to learn not giving promises and hopes as a promised one working day can last indefinitely because they don't follow up themselves.

I've bought a PC last month but cancelled a few days later. While refund took just a few days it was very fast and easy, they managed to loose my PC case I got and delivered to their place from Currys PC World. To be fair, Currys also gives promises I'll get a refund soon but also asking if a PC case was collected from PCS. PCS can't confirm me that and already ignored my 2 follow up emails within 2 weeks (1 email in one week). PCS said will check with their warehouse and get back to me... mhm, will get back then? - next year?

I also asked PCS about a motherboard, but their answer wasn't full as they didn't read my full question... Poor attention to details and poor problem solving qualities.
Shocking, but Currys customer service seems to be just nice, but not really knowledgeable to resolve queries with competency too...

So yeah, I nearly started thinking that I gifted my 100 pounds to Currys due to both PCS and Currys being incapable to cope and adopt properly. My examples just proves that not just PCS are having troubles at this time. Many other business aren't capable to do their job smoothly due to all sorts of negative impacts to themselves.

I kind of understand, but also aren't fully satisfied at the same time

@Citrus_9 I am sorry to hear about this, I will chase this with the Customer Care team to see if they can get a resolution for you ASAP and contact you quickly.

 

[moosEh]

If I was stating fallacies I’d be saying something like the service from pcs has been superb, amazing products, fantastic speed from their customer service, online forum moderators really helpful and apologetic, cannot fault it.

The inbox in my online PCS account which holds the record of my initial enquiry is no longer there. Fact!

ive received no email from pcs, no phone calls, no acknowledgement either. An apology would be really nice but I won’t even go there, what’s the point. There is nothing in my spam folder, no missed calls, no delayed messages, no nothing. The service from the surface of Mars seems to be better than what I’m getting at the moment, so forgive me if I’m a little fed up of the constant fact checking. All I want is the battery!

@Johnsos1 I am sorry to see the issues you have had, I have escalated the points you have raised with the Customer Care Management team as I believe in this instance your support has fallen below the standard we set for ourselves.

Looking at your account I can see that a Customer Service operative arranged a replacement battery to be sent out to you on 01/03/2021 and looking at the tracking this is due with you today between 11 and 13. This should have been automatically sent to you when the battery was dispatched and also this morning.

Also I can confirm your webmail sent on the 17/02 at 20:31:51 is still on our system to be looked at and hasn't been deleted. We do not delete webmails in any instance except for a GDPR clear request.

 

[jamiephillips909]

 

[Johnsos1]

@Johnsos1 I am sorry to see the issues you have had, I have escalated the points you have raised with the Customer Care Management team as I believe in this instance your support has fallen below the standard we set for ourselves.

Looking at your account I can see that a Customer Service operative arranged a replacement battery to be sent out to you on 01/03/2021 and looking at the tracking this is due with you today between 11 and 13. This should have been automatically sent to you when the battery was dispatched and also this morning.

Also I can confirm your webmail sent on the 17/01 at 20:31:51 is still on our system to be looked at and hasn't been deleted. We do not delete webmails in any instance except for a GDPR clear request.

Thank you for your response and update. I've had the email this morning with confirmation from DPD and the battery just been delivered. I also appreciate you taking ownership of my complaint and look forward to any response from the Customer Care team. It may seem all a little pedantic but had the service been satisfactory from the start it would have avoided the negative feedback and comms for what I'm sure is a really simple issue to resolve. Thanks anyway.