Dissaater

[SpyderTracks]

Lastly, I'm a head of e-commerce for a retailer in another professional as well as hobbyist vertical. We also retail kit that is manufactured in the same places as the components we're all waiting on from PCS. I know only too well how much pressure has been on the supply chain since Covid reared its head at the start of last year. However, I went about things differently, switching off pre-orders for items that couldn't be obtained within the specified timescales and only re-enabling them when supply began to normalise. I did this because I believe that every retailer should put the customer first. I placed myself in the shoes of people who would have potentially parted with thousands of pounds, and I just couldn't make peace with the idea that they would have to wait for an unspecified length of time without the kit they would have paid for.

I love these first time posters who state their superiority by being a business owner or "head of e-commerce" in another field.

Check any IT hardware related seller. Delays like this with new tech releases are nothing new.

The 1000 series NVidia GPU's were heavily delayed after release, same with 2000's, same with Intel chips over the last 3 or 4 generations.

Sure, covid has exacerbated the issue, but suggesting people stop pre orders is just naïve and not related in any way to the tech market.

Show me one tech sales company that has prevented pre orders until stocks level, there isn't one, it's just not how the market operates.

it's nothing about PCS putting profits over customer satisfaction. Anyone who understands tech understands this is just how it is with new product releases.

 

[GavinJames832]

I love these first time posters who state their superiority by being a business owner or "head of e-commerce" in another field.

Check any IT hardware related seller. Delays like this with new tech releases are nothing new.

The 1000 series NVidia GPU's were heavily delayed after release, same with 2000's, same with Intel chips over the last 3 or 4 generations.

Sure, covid has exacerbated the issue, but suggesting people stop pre orders is just naïve and not related in any way to the tech market.

Show me one tech sales company that has prevented pre orders until stocks level, there isn't one, it's just not how the market operates.

it's nothing about PCS putting profits over customer satisfaction. Anyone who understands tech understands this is just how it is with new product releases.

I work for a tech company...

 

[NoddyPirate]

@GavinJames832 The OP’s issue is dispatch time rather than build time, but perhaps SpyderTracks has made the point I was going to make better than I could anyway.

As a head of e-commerce I am surprised that being just 3 days past your estimated build date has caused you to interact with the Company so frequently already. This really is my point - expectations need to be calmed and metered a bit in the current times. As an e-commerce head surely you would understand that?

We’ve all become so spoiled with having it so good for so long that we now expect all Companies to handle a pandemic like nothing has changed. When we call and can’t get through we take it personally and use language like “they kept me on hold” as if they refused to answer you or knew you were there but ignored you - when they did nothing of the sort.

I’m not sure how everyone’s head is so in the sand here that they expect 100% accurate information all the time, normal process times and instantaneous CS?

 

[GavinJames832]

I love these first time posters who state their superiority by being a business owner or "head of e-commerce" in another field.

Check any IT hardware related seller. Delays like this with new tech releases are nothing new.

The 1000 series NVidia GPU's were heavily delayed after release, same with 2000's, same with Intel chips over the last 3 or 4 generations.

Sure, covid has exacerbated the issue, but suggesting people stop pre orders is just naïve and not related in any way to the tech market.

Show me one tech sales company that has prevented pre orders until stocks level, there isn't one, it's just not how the market operates.

it's nothing about PCS putting profits over customer satisfaction. Anyone who understands tech understands this is just how it is with new product releases.

It's not about superiority - I'm trying to highlight the fact that there are other ways of approaching this. The tech I sell costs just as much, and in the cases of a full system more than the kit retailed here.

Just a little FYI - the behaviour of the mods here has been winning one star reviews for your beloved PCS over at Trustpilot and damaging the brand that you guys seem to think you're helping by looking after the forum.

Put yourself in the shoes of the people who are posting, they have parted with money or applied for finance to buy something to complete a project, keep themselves entertained and in some cases this will be the biggest purchase they make for some time. PCS aren't approaching this the right way in the eyes of those of us who are kept waiting and this is one of the only places we have to sound off...

 

[NoddyPirate]

So you are the head of e-commerce of a company that basically does what PCS does?

Genuine question - not bait - why did you buy with PCS?

 

[GavinJames832]

@GavinJames832 The OP’s issue is dispatch time rather than build time, but perhaps SpyderTracks has made the point I was going to make better than I could anyway.

As a head of e-commerce I am surprised that being just 3 days past your estimated build date has caused you to interact with the Company so frequently already. This really is my point - expectations need to be calmed and metered a bit in the current times. As an e-commerce head surely you would understand that?

We’ve all become so spoiled with having it so good for so long that we now expect all Companies to handle a pandemic like nothing has changed. When we call and can’t get through we take it personally and use language like “they kept me on hold” as if they refused to answer you or knew you were there but ignored you - when they did nothing of the sort.

I’m not sure how everyone’s head is so in the sand here that they expect 100% accurate information all the time, normal process times and instantaneous CS?

The point is, set the expectation realistically. If PCS need 30 days then set my expectation accordingly, I can then make a decision on whether I proceed with the order or look elsewhere.

Also, if the proposed build date moves then contact me - if the customer is chasing because an automated system can't fire an email, is that the fault of the business or the person who parted with their hard earned cash?

 

[GavinJames832]

So you are the head of e-commerce of a company that basically does what PCS does?

Genuine question - not bait - why did you buy with PCS?

I work retailing tech, DJ and music production gear.

A business that I used to work for bought chassis and other components from PCS for the internal PC build division - they always performed well so I went with them. Also the price seemed fair and the build time was reasonable in my eyes.

 

[SpyderTracks]

I work retailing tech, DJ and music production gear.

It's a completely different market entirely. There's literally no comparison.

 

[GavinJames832]

BTW I don't just stop pre-orders for new kit, I switch off the ability to pre-order for anything that has an unreasonably long lead time.

I do this because I have limited resources for customer service. Between the live chat and the phones I know what we can cope with and as I've mentioned before I'm all about putting the customer first.

In my eyes PCS could handle this better. That's all I'm saying and I've mentioned what I do during the day to try and provide some balance.

 

[SpyderTracks]

Just a little FYI - the behaviour of the mods here has been winning one star reviews for your beloved PCS over at Trustpilot and damaging the brand that you guys seem to think you're helping by looking after the forum.

Any links to these? I've had a brief look and the small amount of 1 stars are all about delivery expectation, no mention of the mods.

 

[GavinJames832]

It's a completely different market entirely. There's literally no comparison.

The kit is manufactured in the same locality. It also travels along the same shipping routes.

The gear relies on components manufactured by the same factories that suffered from the same pressures caused by social distancing and what we sell is comparable in price (one media player is £2169 and uses chips that you'll find inside your PC towers and laptops).

While you might want to try and put distance between the verticals the fact remains that from an e-commerce perspective the customer experience for some of those purchasing from PCS is less than satisfactory. There's nothing to stop them easing off on the pre-sales, catching up and then switching them on again when the team can cope with the demand. I have to say that the CS team at PCS have my sympathy, they are being put in a really tough position - I can't imagine its a great place to work at the moment...

 

[NoddyPirate]

Any links to these? I've had a brief look and the small amount of 1 stars are all about delivery expectation, no mention of the mods.

If it helps SpyderTracks, I think you're awful - always going around giving useful advice and helpful hints, all the while politely reminding the odd poster here and there about forum rules and stickys.

 

[SpyderTracks]

The kit is manufactured in the same locality. It also travels along the same shipping routes.

The gear relies on components manufactured by the same factories that suffered from the same pressures caused by social distancing and what we sell is comparable in price (one media player is £2169 and uses chips that you'll find inside your PC towers and laptops).

While you might want to try and put distance between the verticals the fact remains that from an e-commerce perspective the customer experience for some of those purchasing from PCS is less than satisfactory. There's nothing to stop them easing off on the pre-sales, catching up and then switching them on again when the team can cope with the demand. I have to say that the CS team at PCS have my sympathy, they are being put in a really tough position - I can't imagine its a great place to work at the moment...

The point isn't the components it's made from, it's the quantities it's sold in.

You can't compare audio equipment, which is quite niche, compared to pc equipment which is in pretty much every household.

I'm not saying that you don't have supply issues.

But the way audio equipment is sold is vastly different to GPU's / CPU's, they have an entirely different sales strategy and target buyer.

 

[NoddyPirate]

It's a completely different market entirely. There's literally no comparison.

100% true. Pointlessly saying some kit is worth more doesn't make any valid point.

As my name suggests I work with a Company that take deliveries of individual units worth in excess of 100 million euro (Yeah baby! Beat that if you can!!) and we see unexpected delays and missed deadlines too, often with little or no notice. Often after you have dispatched a full team to collect it. It happens. Everywhere. All the time.

I agree with @GavinJames832 on one thing though - that Companies really should try to manage their customers expectations. I personally feel that PCS have done that quite well. But I don't accept that as grown up adults we bear no responsibility for managing our own expectations also. We are not automatons.

 

[GavinJames832]

Here's one:

There was another chap who was upset with the way that he'd been asked to prove that he owned a PCS computer when he asked for help. Most people seem think these forums are moderated by PCS. The PCS reviews are split over a few accounts at Trustpilot so if you do some digging you'll be able to see how PCS customers perceive the treatment they receive when they post here...

 

[SpyderTracks]

Here's one:
View attachment 22177
There was another chap who was upset with the way that he'd been asked to prove that he owned a PCS computer when he asked for help. Most people seem think these forums are moderated by PCS. The PCS reviews are split over a few accounts at Trustpilot so if you do some digging you'll be able to see how PCS customers perceive the treatment they receive when they post here...

That's one person, we have had to ban a lot of people for ignoring forum rules.

I have no idea who that was but have no doubt they were banned for a good reason.

There are many ways to give criticism, some constructive and many destructive. We fully endorse constructive criticism and ranting, so long as it doesn't go against the forum rules.

This is the same on any forum.

Where a poster impacts the general feeling negatively on a particular thread, or tries to negatively sway people against PCS or promote competitors, we issue warnings before giving a ban, so the user has plenty of time to address how they're coming across.

It's standard forum moderation.

 

[NoddyPirate]

Here's one:
View attachment 22177
There was another chap who was upset with the way that he'd been asked to prove that he owned a PCS computer when he asked for help. Most people seem think these forums are moderated by PCS. The PCS reviews are split over a few accounts at Trustpilot so if you do some digging you'll be able to see how PCS customers perceive the treatment they receive when they post here...

Hooray! Now I really can be useful!

I would expect that everyone (well apparently almost everyone) knows that individual reviews are utterly meaningless. What the majority look at is this:

Which says that 30 odd thousand people are quite happy. Any links to those reviews by any chance?

Seriously, that is a cheap shot I know, and I know you are disappointed and I can understand how things are not going the way you may have liked them to - but you are a perfect example for me of someone who has fallen into the trap of expecting to always get what you want how you want it. It just doesn't always work that way.

Crazy times will mean crazy things. Just be patient - stop checking your email all the time - stop searching for negative reviews - stop calling them - and wait. Your build will get to you eventually. If it gets to the point where things really have passed an unacceptable phase given the circumstances then cancel your order with them and go somewhere else. Which will mean you will wait even longer for your PC to arrive.....

 

[GavinJames832]

100% true. Pointlessly saying some kit is worth more doesn't make any valid point.

As my name suggests I work with a Company that take deliveries of individual units worth in excess of 100 million euro (Yeah baby! Beat that if you can!!) and we see unexpected delays and missed deadlines too, often with little or no notice. Often after you have dispatched a full team to collect it. It happens. Everywhere. All the time.

I agree with @GavinJames832 on one thing though - that Companies really should try to manage their customers expectations. I personally feel that PCS have done that quite well. But I don't accept that as grown up adults we bear no responsibility for managing our own expectations also. We are not automatons.

Some of the projects I've been involved with would blow you mind when it comes to scale, and I appreciate you deal with high value kit. But I doubt your customers visit a website, enter their card details based on a delivery date that has been provided and wait for the product to turn up given the value of what you deliver. So if we're all trying to prove relevance I suggest you just failed.

It's about the e-commerce experience firstly and then the customer service levels afterwards. I imagine that there are apologies made in your world when things go sideways, nobody apologised for keeping me on hold or missing the build dates that PCS has supplied.

I understand that you have your opinion and I have mine and we're not going to agree on everything, so I'll leave it here. We've hijacked somebody's thread who was seeking help and I'm aware that I'm not doing that so apologies OP.

 

[SpyderTracks]

Some of the projects I've been involved with would blow you mind when it comes to scale, and I appreciate you deal with high value kit. But I doubt your customers visit a website, enter their card details based on a delivery date that has been provided and wait for the product to turn up given the value of what you deliver. So if we're all trying to prove relevance I suggest you just failed.

It's about the e-commerce experience firstly and then the customer service levels afterwards. I imagine that there are apologies made in your world when things go sideways, nobody apologised for keeping me on hold or missing the build dates that PCS has supplied.

I understand that you have your opinion and I have mine and we're not going to agree on everything, so I'll leave it here. We've hijacked somebody's thread who was seeking help and I'm aware that I'm not doing that so apologies OP.

I fully agree that any company can always improve on customer services, and Covid and Brexit has highlighted this to the extreme. PCS are not exempt from this, and we all agree there are areas they can do better on.

What I don't agree with is suggesting PCS pull pre order which is just a naïve suggestion not understanding the PC market. Most people completely understand that they will have to wait to get any new tech release, covid or not, it's completely normal and has been going on for generations.

I also don't agree that it's the responsibility of PCS to hold the customers hand. It's their responsibility to give expectations, but it's down to the customer to educate themselves on the current reasons for delays.

PCS have already outlined very well the reasons why the delays are as long as they are.

 

[GavinJames832]

Hooray! Now I really can be useful!

I would expect that everyone (well apparently almost everyone) knows that individual reviews are utterly meaningless. What the majority look at is this:

View attachment 22178

Which says that 30 odd thousand people are quite happy. Any links to those reviews by any chance?

Seriously, that is a cheap shot I know, and I know you are disappointed and I can understand how things are not going the way you may have liked them to - but you are a perfect example for me of someone who has fallen into the trap of expecting to always get what you want how you want it. It just doesn't always work that way.

Crazy times will mean crazy things. Just be patient - stop checking your email all the time - stop searching for negative reviews - stop calling them - and wait. Your build will get to you eventually. If it gets to the point where things really have passed an unacceptable phase given the circumstances then cancel your order with them and go somewhere else. Which will mean you will wait even longer for your PC to arrive.....

You'd be surprised, consensus is it is how a company replies to, and deals with, the negative reviews which has the greatest impact. That's why TP allows you to filter the reviews.

By the way, it's not about things going my way - it's about what I paid for. That's the important point in this, if it was a cheap throwaway purchase I wouldn't be chasing but it's almost £1500 worth of laptop. This is why I drew the value comparisons with the product I sell.

As I mentioned before, PCS have agreed to email me with some realistic timescales, they'll be left well alone if they do this and if the dates are reasonable I'll wait. If not I'll get refunded and walk away.