Help with an RMA?

[mooshka]

Hi there!

I was wondering if anyone was able to offer some advice.

I recently returned a PC due to a few issues, the main one being that windows 11 won't run the desired games. (The other niggly fault was when then PC arrived the RAM wasnt working properly, it wasnt properly secured/fixed in and i had to ring support to help me fix it but it wouldn't have been a return issue without the windows 11 issue) I received the PC on the 3rd of Feb and had requested a refund by the 4th. So in regards to it being within the 14 day window, it was, so there wasn't an issue there. The guy i spoke to on the phone was completely fine with it being returned too.

Now comes the part i need help with.

When i checked the status of the return on the PC-specialist website, i noticed it said the GPA and RAM hadn't been returned and i was so confused? So i rang the help line and the guy on the there was equally as confused and said he would try to get in touch with the returns department. That was on Friday (11th). Then yesterday i got an email from the returns department and sure enough, down towards the bottom it said my return was fine but deductions would need to be made as the GPU and RAM haven't been returned.

I haven't taken anything from the PC. I must stress, i don't know anything about PCs. This was a birthday present for my partner. I'm so confused and concerned as to whats happening. Its saying they will deduct over £500 from my return amount. I don't understand where the GPU and RAM is? I have asked via email if they can confirm the state of the package when it arrived to them. I know exactly how i packaged it. I used the original packaging and everything. On my RMA, on the website, it says 10/10 for everything returns wise except for the GPU and RAM not being returned? What will happen? I'm so stressed and worried. It's a lot of money and i haven't done anything?

Please any help or advice would be very much appreciated

 

[SpyderTracks]

Hi there!

I was wondering if anyone was able to offer some advice.

I recently returned a PC due to a few issues, the main one being that windows 11 won't run the desired games. (The other niggly fault was when then PC arrived the RAM wasnt working properly, it wasnt properly secured/fixed in and i had to ring support to help me fix it but it wouldn't have been a return issue without the windows 11 issue) I received the PC on the 3rd of Feb and had requested a refund by the 4th. So in regards to it being within the 14 day window, it was, so there wasn't an issue there. The guy i spoke to on the phone was completely fine with it being returned too.

Now comes the part i need help with.

When i checked the status of the return on the PC-specialist website, i noticed it said the GPA and RAM hadn't been returned and i was so confused? So i rang the help line and the guy on the there was equally as confused and said he would try to get in touch with the returns department. That was on Friday (11th). Then yesterday i got an email from the returns department and sure enough, down towards the bottom it said my return was fine but deductions would need to be made as the GPU and RAM haven't been returned.

I haven't taken anything from the PC. I must stress, i don't know anything about PCs. This was a birthday present for my partner. I'm so confused and concerned as to whats happening. Its saying they will deduct over £500 from my return amount. I don't understand where the GPU and RAM is? I have asked via email if they can confirm the state of the package when it arrived to them. I know exactly how i packaged it. I used the original packaging and everything. On my RMA, on the website, it says 10/10 for everything returns wise except for the GPU and RAM not being returned? What will happen? I'm so stressed and worried. It's a lot of money and i haven't done anything?

Please any help or advice would be very much appreciated

Hiya

None of us work for PCS so we can't give any accurate information.

2 things spring to mind:

1/. Somehow they've got your system mixed up with another.

2/. The courier has nicked the CPU and RAM (very unlikely).

3/. There was no gpu in it when you received it which would explain why games wouldn't run? Did you see a GPU when you were working on the RAM?

Like I say, it's not something we can help with other than to offer sympathy, you'll just have to trust that PCS will sort it out.

Keep us posted.

 

[mooshka]

Hi thanks for your reply!

Yes it came with a GPU. I know for sure because one, they sent me an email when it was due for arrival making sure i plugged my display port cable into the GPU and not the internal graphics card and two, ive just checked my invoice and its on there (NVIDIA geforce rtx). It was in the PC on arrival too as everything (after the initial RAM mishap) worked fine and i had downloaded the geforce control thing to update the graphics card. (All this and they're essentially trying to charge me for one being missing)
As for the RAM, same story i guess haha i can for sure say it was there on arrival because of the sticks didn't work properly.

I understand no-one here works for PCS but was just grasping at anyone having a similar experience or had any advice.

But again, thank you for your reply. I'm hoping to contact support tomorrow morning and try and get it all resolved. Thanks again.

 

[SpyderTracks]

Hi thanks for your reply!

Yes it came with a GPU. I know for sure because one, they sent me an email when it was due for arrival making sure i plugged my display port cable into the GPU and not the internal graphics card and two, ive just checked my invoice and its on there (NVIDIA geforce rtx). It was in the PC on arrival too as everything (after the initial RAM mishap) worked fine and i had downloaded the geforce control thing to update the graphics card. (All this and they're essentially trying to charge me for one being missing)
As for the RAM, same story i guess haha i can for sure say it was there on arrival because of the sticks didn't work properly.

I understand no-one here works for PCS but was just grasping at anyone having a similar experience or had any advice.

But again, thank you for your reply. I'm hoping to contact support tomorrow morning and try and get it all resolved. Thanks again.

This is not something that we've heard of on the forum, I guarantee it's a one off, and PCS are very helpful, their Customer Services are generally excellent.

If you do have any issues and are hitting a brick wall, do post back, we have a batcave channel to the site Admins who work for PCS and come sometimes get things escalated in unusual circumstances so do keep us posted.

I'm almost certain it's a mistake and they'll find your PC, hopefully quickly tomorrow morning and contact you.

 

[mooshka]

This is not something that we've heard of on the forum, I guarantee it's a one off, and PCS are very helpful, their Customer Services are generally excellent.

If you do have any issues and are hitting a brick wall, do post back, we have a batcave channel to the site Admins who work for PCS and come sometimes get things escalated in unusual circumstances so do keep us posted.

I'm almost certain it's a mistake and they'll find your PC, hopefully quickly tomorrow morning and contact you.

Thank you very much! Your help is very much appreciated. I'll keep you posted after i give them a ring tomorrow morning. Thanks again.

 

[barlew]

In all the years I have been on this site I must say this is the first time I've heard of this happening.

Try not to stress @SpyderTracks is correct when he says PCS customer support is generally excellent. They must have mixed your RMA up with someone else's.