Awful aftercare - never had such a bad experience with a company

ThornyFloweringShrub

Bronze Level Poster
I’m writing on this forum because I have lost all hope with this company. I have lost all trust. I have never bought something from a company and felt scammed. This is the most awful experience I have had with a business (which in the grand scheme of things, is very lucky).

I first placed my order for my PC on the 02/10/2020 costing a final total of £2286. This is the most I have ever spent on a piece of technology by a significant margin and something I was very much looking forward to. Originally I had planned an RTX 3080, but it became clear they had no true idea of when they could complete my order. This was not their fault and a problem with the current market situation. So I decided to swap to a 5700 XT as a stop gap. My PC arrived safely on the 26th of October.

From Day 1 I had problems with the GPU crashing. I sort help from members of this forum who were extremely helpful and supportive. Unfortunately nothing fixed my problems. It became clear the GPU had a fault and needed replacing. I sent all the data I had gathered to PC Specialist including crash dumps. They agreed the card was faulty and needed replacement. On the 5th of December I spoke to a very nice member of customer service who helped me with the RMA. I inquired, out of interest, would it be possible to swap to a GPU from Nvidia? The more I had read, trying to find solution for the 5700 XT, the more it appeared many people had experienced problems with this card. I asked about a 2000 series card as I knew this was the equivalent generation, like for like, so to speak. I was informed they no longer had them, but they could swap in a 3060 ti as a replacement.

I was impressed by such a kind offer. I was told, however, “We can indeed go forward with an upgrade to the 3060 ti. This cannot be done as an advanced rebuild but we can arrange collection of your current card and replace it with the 3060 Ti once your current card is received.” Well that worked for me - an extra day or two to process was fine. My card was collected on the 8th of December. Unfortunately my experience has gone off a cliff from here.

I was told on the 10th some final details with the accounts team had to be finished, then the card could dispatch at the “Very latest this will be tomorrow”. I received a call on the evening of the 11th saying I had to pay an extra £92 then the card would be dispatched on the 14th. The 14th came and no dispatch. On the 15th I called up after sitting on hold for an hour and a half and was told it had been dispatched. After talking with DPD customer service it was clear it had never been dispatched. I called again with another lengthy wait and was now told their system says dispatched, but that there were no tracking details. I was told the time on the dispatch didn’t make sense either. It was concluded it definitely couldn’t have been dispatched.

On the 16th I was told “I’m ever so sorry, there appears to have been a problem on the system our side. I have requested this go out today. I will send you the tracking information as soon as it goes.” It did not dispatch yesterday and I have heard nothing today.

I want to now be clear on what I am upset over. Firstly I very much appreciate the world is a complete mess right now. However, don’t just take my GPU for replacement if you can’t replace it. My GPU was frustrating but still had a semblance of functionality. If it takes a long time to replace I needed to know this. I didn’t pre order a card, I was replacing a faulty one. I would have done a simple RMA advanced replacement. My PC is currently just an expensive paper weight and has been out of action for just over a week.

Secondly, I have never been told why my GPU has not been dispatched, or indeed what has happened to it. Has the card gone out of stock and they can’t supply it since we spoke? Then send me a message, and apologise that I will have to wait longer than expected. Every time I have called or spoken (which I have followed up every evening) I am told it will dispatch tomorrow. I now have no trust with anyone I speak to at the company. Because the card never dispatches every day and I have no idea when my PC will be running again. I just want honesty and openness. These failed promises are concerning me because I don’t know what’s happening.

They have not spoken to me since yesterday. I am currently still on hold for over 2 hours. Even if I get through I won’t trust what they say. Yesterday I asked if they can’t tell me when it will dispatch, or why there are problems, if I can get a refund. No reply. The confusion and constant lies (whether intentional or accidental) is infuriating.

Its a shame because I otherwise had a well made wonderful new PC. Now I don’t know when it will be fixed. I don’t know what’s happened to my money or how to get it back as they’ve stopped responding. Potential buyers need to made aware - customer service is great when they’re trying to get your cash. And if you get a PC it will probably be excellent and exactly what you wanted. But the company is seriously struggling with the current market - delays are awful. And if your PC breaks they can’t fix it, and prioritise on those who haven’t spent money yet. If a PC breaks, they should fix it, not lie or hide information and be open from the beginning about expectations on how long a fix will take.
 

SpyderTracks

We love you Ukraine
I’m writing on this forum because I have lost all hope with this company. I have lost all trust. I have never bought something from a company and felt scammed. This is the most awful experience I have had with a business (which in the grand scheme of things, is very lucky).

I first placed my order for my PC on the 02/10/2020 costing a final total of £2286. This is the most I have ever spent on a piece of technology by a significant margin and something I was very much looking forward to. Originally I had planned an RTX 3080, but it became clear they had no true idea of when they could complete my order. This was not their fault and a problem with the current market situation. So I decided to swap to a 5700 XT as a stop gap. My PC arrived safely on the 26th of October.

From Day 1 I had problems with the GPU crashing. I sort help from members of this forum who were extremely helpful and supportive. Unfortunately nothing fixed my problems. It became clear the GPU had a fault and needed replacing. I sent all the data I had gathered to PC Specialist including crash dumps. They agreed the card was faulty and needed replacement. On the 5th of December I spoke to a very nice member of customer service who helped me with the RMA. I inquired, out of interest, would it be possible to swap to a GPU from Nvidia? The more I had read, trying to find solution for the 5700 XT, the more it appeared many people had experienced problems with this card. I asked about a 2000 series card as I knew this was the equivalent generation, like for like, so to speak. I was informed they no longer had them, but they could swap in a 3060 ti as a replacement.

I was impressed by such a kind offer. I was told, however, “We can indeed go forward with an upgrade to the 3060 ti. This cannot be done as an advanced rebuild but we can arrange collection of your current card and replace it with the 3060 Ti once your current card is received.” Well that worked for me - an extra day or two to process was fine. My card was collected on the 8th of December. Unfortunately my experience has gone off a cliff from here.

I was told on the 10th some final details with the accounts team had to be finished, then the card could dispatch at the “Very latest this will be tomorrow”. I received a call on the evening of the 11th saying I had to pay an extra £92 then the card would be dispatched on the 14th. The 14th came and no dispatch. On the 15th I called up after sitting on hold for an hour and a half and was told it had been dispatched. After talking with DPD customer service it was clear it had never been dispatched. I called again with another lengthy wait and was now told their system says dispatched, but that there were no tracking details. I was told the time on the dispatch didn’t make sense either. It was concluded it definitely couldn’t have been dispatched.

On the 16th I was told “I’m ever so sorry, there appears to have been a problem on the system our side. I have requested this go out today. I will send you the tracking information as soon as it goes.” It did not dispatch yesterday and I have heard nothing today.

I want to now be clear on what I am upset over. Firstly I very much appreciate the world is a complete mess right now. However, don’t just take my GPU for replacement if you can’t replace it. My GPU was frustrating but still had a semblance of functionality. If it takes a long time to replace I needed to know this. I didn’t pre order a card, I was replacing a faulty one. I would have done a simple RMA advanced replacement. My PC is currently just an expensive paper weight and has been out of action for just over a week.

Secondly, I have never been told why my GPU has not been dispatched, or indeed what has happened to it. Has the card gone out of stock and they can’t supply it since we spoke? Then send me a message, and apologise that I will have to wait longer than expected. Every time I have called or spoken (which I have followed up every evening) I am told it will dispatch tomorrow. I now have no trust with anyone I speak to at the company. Because the card never dispatches every day and I have no idea when my PC will be running again. I just want honesty and openness. These failed promises are concerning me because I don’t know what’s happening.

They have not spoken to me since yesterday. I am currently still on hold for over 2 hours. Even if I get through I won’t trust what they say. Yesterday I asked if they can’t tell me when it will dispatch, or why there are problems, if I can get a refund. No reply. The confusion and constant lies (whether intentional or accidental) is infuriating.

Its a shame because I otherwise had a well made wonderful new PC. Now I don’t know when it will be fixed. I don’t know what’s happened to my money or how to get it back as they’ve stopped responding. Potential buyers need to made aware - customer service is great when they’re trying to get your cash. And if you get a PC it will probably be excellent and exactly what you wanted. But the company is seriously struggling with the current market - delays are awful. And if your PC breaks they can’t fix it, and prioritise on those who haven’t spent money yet. If a PC breaks, they should fix it, not lie or hide information and be open from the beginning about expectations on how long a fix will take.
Firstly, really feel for you, the 5700XT was always a problematic card in relation to driver support, they never really got to the bottom of it. But yes, it sounds like you've had some pretty poor support getting this resolved.

Do you know the names of the support staff you've spoke with? Can you list any details here?

I can't promise anything, but we will raise this with the Forum Administrators and the Customer Services Manager and see if we can get something sorted for you quicker, or at least get you some confirmed feedback as to what the hold up is.
 

ThornyFloweringShrub

Bronze Level Poster
I do know names but I don’t want to mention them in a public post. The main person I’ve spoken to has been really nice to me whenever we’ve spoken. I have all the emails still though.

Thanks Spydertracks - again just to clarify. It’s being told it will dispatch and then it doesn’t that’s concerning, as it keeps happening. If it’s beyond their control it’s not their fault - I’m just not told that if that’s the case.
 

AgentCooper

At Least I Have Chicken
Moderator
I do know names but I don’t want to mention them in a public post. The main person I’ve spoken to has been really nice to me whenever we’ve spoken. I have all the emails still though.

Thanks Spydertracks - again just to clarify. It’s being told it will dispatch and then it doesn’t that’s concerning, as it keeps happening. If it’s beyond their control it’s not their fault - I’m just not told that if that’s the case.
You’re welcome to send information to us via a private message if you’d prefer not to post details on the thread.
 

Lostone98

Bronze Level Poster
I do know names but I don’t want to mention them in a public post. The main person I’ve spoken to has been really nice to me whenever we’ve spoken. I have all the emails still though.

Thanks Spydertracks - again just to clarify. It’s being told it will dispatch and then it doesn’t that’s concerning, as it keeps happening. If it’s beyond their control it’s not their fault - I’m just not told that if that’s the case.

I had a laptop from them and they was a lot of issues and sent of many times and could never fix it till this day I'm not sure what the issue was. It was great for the first few weeks and then there was a screeching sound coming from the bass speaker. I had brought the laptop to me for holiday and it blew, when I was home I sent it back and had a refund. The service was great, this was well before the virus. Hope you get this sorted you just have to persevere, it's been a difficult time.
 

ThornyFloweringShrub

Bronze Level Poster
I’ve just got off the phone. The man I spoke to followed up with the two colleagues I’d already spoken to. Seems weird things are happening with the order - no delivery address for it. Marked dispatched but it’s not. They’ve escalated it to a supervisor who will try and get back to me tomorrow but might not be able to.

EDIT: Grammar
 

Lostone98

Bronze Level Poster
I’ve just got off the phone. The man I spoke to followed up with the two colleagues I’d already spoken to. Seems weird things are happening with the order - no delivery address for it. Marked dispatched but it’s not. They’ve escalated it to a supervisor who will try and get back to me tomorrow but might not be able to.

EDIT: Grammar
Cross fingers and hope it get's sorted soon!
 
Last edited:

SpyderTracks

We love you Ukraine
I’ve just got off the phone. The man I spoke to followed up with the two colleagues I’d already spoken to. Seems weird things are happening with the order - no delivery address for it. Marked dispatched but it’s not. They’ve escalated it to a supervisor who will try and get back to me tomorrow but might not be able to.

EDIT: Grammar
Just as a back up, I’m going to send a follow up email to the customer services team tonight with a link to this thread, just to hopefully add some extra weight.
 

ThornyFloweringShrub

Bronze Level Poster
Just wanted to update to bring things to a conclusion. I got a call from Mooseh this morning - unfortunately I wasn’t able to pick up as I was working at the time. He managed to get the card and has sent it on its way which is fantastic news.

Its shame things couldn’t be fixed via the normal channels. I am under the impression problems occurred somewhere down the chain of steps needed to resolve the issue. I.e. the customer support staff were great as individuals and I have appreciated their help.

Big thanks again to Mooseh. Also to Spydertarcks, Agentcooper and Ubuysa for getting this to his attention. I saw antlers shining against the overcast cloud last night - I now know what this strange phenomenon was!
 

ubuysa

The BSOD Doctor
Glad it's sorted. :)

I suspect that having all non essential staff working from home prevents people popping over to the appropriate department to find out exactly what the position is. Sadly I think they're limited to what's on their screens or what they can glean from emails etc.

There are some real negatives to home working and I suspect that the sad situation you found yourself in is one of them.
 
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