Build Delay

[coronamademewfh]

Hi Guys,

I ordered a PC and it has taken a long time for PCS to build. I understand that this is a difficult time for them but the build time has gone from 7 days to 10 day to 13 days to 18 days to now 21 days and the build hasn't event started. I tried calling but I am not sure whether to trust the new timeline they have given me. My current PC has given up and I am using an old laptop which may die any moment. Very close to cancelling the order and ordering one of those next day PCs. Anyone waiting this long in the current environment?

Thanks!

 

[woodyus]

Ouch... I just ordered at the weekend and this makes me nervous... I was expecting maybe 3 weeks tops to have it done and delivered.

Have you ordered anything unusual? Has there been any communication along the way? 21 working days without any word is not good!

 

[coronamademewfh]

Communication is when I reach out to them - presumably they are bombarded with queries such as mine. I did not order anything non standard. Everything was showing as in stock when I ordered. I just received a mail saying my build will start today so let's see how quickly this goes. They have said I can cancel at any point till dispatch so let's see how long the build takes. Anything more than 3 days for dispatch, I'll prob cancel the order.

 

[SpyderTracks]

Communication is when I reach out to them - presumably they are bombarded with queries such as mine. I did not order anything non standard. Everything was showing as in stock when I ordered. I just received a mail saying my build will start today so let's see how quickly this goes. They have said I can cancel at any point till dispatch so let's see how long the build takes. Anything more than 3 days for dispatch, I'll prob cancel the order.

When did you order it?

 

[woodyus]

The screen shot above says 11th March so 4 weeks ago

 

[SpyderTracks]

The estimate you're given when you order is just that, it's an estimate, it's not cemented in stone.

Some builds will take longer than others, delays are usually due to stock shortages, and then some builds fail in the testing phase and have to be rebuilt, but you won't know unless you phone and ask.

 

[ubuysa]

Hi Guys,

I ordered a PC and it has taken a long time for PCS to build. I understand that this is a difficult time for them but the build time has gone from 7 days to 10 day to 13 days to 18 days to now 21 days and the build hasn't event started. I tried calling but I am not sure whether to trust the new timeline they have given me. My current PC has given up and I am using an old laptop which may die any moment. Very close to cancelling the order and ordering one of those next day PCs. Anyone waiting this long in the current environment?

Calling the current situation '...a difficult time for them...' is a massive understatement. Have you read their COVID-19 update? It's at https://www.pcspecialist.co.uk/covid-19/.

 

[SpyderTracks]

Ouch... I just ordered at the weekend and this makes me nervous... I was expecting maybe 3 weeks tops to have it done and delivered.

Have you ordered anything unusual? Has there been any communication along the way? 21 working days without any word is not good!

This is one person out of thousands of orders they've processed in the last few weeks. You will find on any forum, people very rarely come to post about the positives, it's almost always to do with a negative aspect. Don't let one persons experience influence the thousands of positive experiences that aren't communicated on this forum.

 

[woodyus]

This is one person out of thousands of orders they've processed in the last few weeks. You will find on any forum, people very rarely come to post about the positives, it's almost always to do with a negative aspect. Don't let one persons experience influence the thousands of positive experiences that aren't communicated on this forum.

Of course, I don't doubt the percentages they have of orders shipped in the different time spans. Some people are going to get caught with parts out of stock.

Hopefully this guys order sails through from this point onwards (...and mine falls into the 6% who get there orders in 7 days )

 

[coronamademewfh]

The estimate you're given when you order is just that, it's an estimate, it's not cemented in stone.

Some builds will take longer than others, delays are usually due to stock shortages, and then some builds fail in the testing phase and have to be rebuilt, but you won't know unless you phone and ask.

Yes but an estimate has to be based on something (?)
They could have just said - it's gonna take a month given we have only 10% staff operating - and I would have been completely fine with that. I could have bough a cheap PC until I wait for this.
The issue is I have been given different timelines every time I call/ email. So I am expecting something to happen every 3 days but nothing happens.

Not that I don't understand the situation or the fact that they must be trying everything they can - but the lack of correct communication just doesn't allow me to take any corrective actions on my side.

 

[SpyderTracks]

Yes but an estimate has to be based on something (?)
They could have just said - it's gonna take a month given we have only 10% staff operating - and I would have been completely fine with that. I could have bough a cheap PC until I wait for this.
The issue is I have been given different timelines every time I call/ email. So I am expecting something to happen every 3 days but nothing happens.

Not that I don't understand the situation or the fact that they must be trying everything they can - but the lack of correct communication just doesn't allow me to take any corrective actions on my side.

How would they know that your build would take longer than they estimated? The estimates are based on previous order averages, so it's a broad estimate. Your case is one of thousands, and most of them are being built within estimates, unfortunately yours is delayed.

The lack of communication, did you not read their notification page? They are short staffed, dealing with incredibly high orders given everyone is working from home and needing systems to do so, and having to keep their distance in the office anyway. Come on, give them some credit here, the fact you haven't heard is because they just don't have the time to be updating people as much as they would like to.

Did you not think to contact them to query the delay? That would have been the normal approach and the corrective action, then you would know what the reason for the delay is.

They're not perfect, but really, you need to take some responsibility for not helping them out whilst they're bending over backwards to fulfil your order.

 

[coronamademewfh]

Why re you assuming I haven't contacted them? Did you even read my reply? I contacted them multiple times in past 12 days and I get a renewed timeline. And each time the timeline hasn't been kept.

Sorry but you are making it look like these guys are running a charity. I support them and that's why I have still kept my order with them despite the delays. So there is my support.

How would they know they build would take longer? Correct - So I wasn't expecting my PC to be delivered on the initial timeline of 7-9 days. But when you get new estimates from them, you would expect them to know how much time it would take based on reduced number of staff and outstanding orders (?) or is that too much math to do?

 

[coronamademewfh]

So - just to clarify. My issue is not with the delay guys. I know this is difficult time. It's the lack of correct communication regarding why the delay when everyone else's order seemed to have shipped within the 21 day window and what would be the correct estimate. Anyway, my original question was whether anyone else was waiting this long. Maybe I can trust their statistics!

 

[SpyderTracks]

I tried calling

Your initial post just said you tried calling, not that you'd actually spoken with them. So did you ask them why the delay was?

Their under incredible demand at the moment especially over the last 2 weeks, people have been ordering left and right as they're all stuck at home. Plus despite all that's going on they've managed to put out a whole new range of laptops which has further increased orders.

Sorry, I got a bit bent out of shape, all I'm saying is, they are going to be making mistakes at the moment, and normally, but the build will be delivered.

 

[coronamademewfh]

SPYDERTRACKS - No reason for the delay apart from the broader situation, which is understandable and I have no issues with that as I said. Anyway, water under the bridge - they said they have picked it up now for build. So let's hope this ends on a happy note. I am now going to practice that patience thing they keep telling us at work. I am not going to cancel. It will come when it comes. Appreciate your responses and apologies if I have been a dick about this - just a little frustrated.

 

[ubuysa]

Why re you assuming I haven't contacted them? Did you even read my reply? I contacted them multiple times in past 12 days and I get a renewed timeline. And each time the timeline hasn't been kept.

Sorry but you are making it look like these guys are running a charity. I support them and that's why I have still kept my order with them despite the delays. So there is my support.

How would they know they build would take longer? Correct - So I wasn't expecting my PC to be delivered on the initial timeline of 7-9 days. But when you get new estimates from them, you would expect them to know how much time it would take based on reduced number of staff and outstanding orders (?) or is that too much math to do?

You're not their only customer. Perhaps their comms is less than ideal at present but that's also because they are short-staffed due to COVID, everyone there is building! I spoke to one of the senior managers a few days ago and even he was building PCs....

The estimated build times are based on past performance, given the extremely unusual circumstances everyone is in now its not that surprising that some builds are taking longer than expected.

I've said many times in the past that 'you're in a queue and it takes as long as it takes', PCS will be giving your build exactly the same priority they give to all the others.

 

[SpyderTracks]

SPYDERTRACKS - No reason for the delay apart from the broader situation, which is understandable and I have no issues with that as I said. Anyway, water under the bridge - they said they have picked it up now for build. So let's hope this ends on a happy note. I am now going to practice that patience thing they keep telling us at work. I am not going to cancel. It will come when it comes. Appreciate your responses and apologies if I have been a dick about this - just a little frustrated.

I appreciate that, and I know with a purchase like this, probably even moreso with everything that's going on, we want them as soon as we've ordered them. A tech delivery is the best kind of delivery that exists, it's better than sex, or chocolate, cigars, you name it!

 

[coronamademewfh]

[

You're not their only customer. Perhaps their comms is less than ideal at present but that's also because they are short-staffed due to COVID, everyone there is building! I spoke to one of the senior managers a few days ago and even he was building PCs....

The estimated build times are based on past performance, given the extremely unusual circumstances everyone is in now its not that surprising that some builds are taking longer than expected.

I've said many times in the past that 'you're in a queue and it takes as long as it takes', PCS will be giving your build exactly the same priority they give to all the others.

I can post a proper rebuttal to this but in the interest of burying this let's just leave it at that. But let me just say this if you are running a business and want to keep your customers happy and loyal then this "you're in a queue and it takes as long as it takes" is the last thing you want to do.

 

[coronamademewfh]

I appreciate that, and I know with a purchase like this, probably even moreso with everything that's going on, we want them as soon as we've ordered them. A tech delivery is the best kind of delivery that exists, it's better than sex, or chocolate, cigars, you name it!

Agreed. Let's close this thread please.

 

[ubuysa]

I can post a proper rebuttal to this but in the interest of burying this let's just leave it at that. But let me just say this if you are running a business and want to keep your customers happy and loyal then this "you're in a queue and it takes as long as it takes" is the last thing you want to do.

I don't work for PCS, few of us do.

I appreciate that you're not happy with me pointing out that you're not special, but it is a matter of fact that you're in a queue and it really will take as long as it takes. The COVID-19 response from PCS that I linked to details very clearly the myriad of problems that the current situation has created for them. You'll not be the only one having to wait longer than usual in what are very unfortunate circumstances.