How about honesty from the get go

[PetAle]

Hi all,

Apologies for the random system generated name. Out of my control and not able to change it for some weeks beyond after I check out of this company.

My 3rd pc from pc specialist and a 3k spend near enough on a new rig. Despite any of that I get the email today about the issues regarding the 3080 GPUs. That's fine but when I ordered some weeks ago and you gave me a build date of this Monday (16th November) that seemed fairly confident. The content of the crying email of no guarantee before Christmas means that you were evidently well aware of this already before I submitted which feels fairly fraudulent if I am honest. I had an issue with a PSU being out of stock and I spent an hour on the phone before giving up and sending an email and paying the top up. You're doing really well so far. Grown too much to care or genuine mistakes?

With that said please tell me two things -
1) I don't need to spend hours on the phone to be refunded for this. You've made it painful enough of a lesson how you regard your "customers". Let's have some professional courtesy for a failed ambition and promise you made that you can't keep.
2) let's just aim to be a bit more open. I would have paid more for a guaranteed position or expedited service thinking you had a better position that you have mentioned. You can hide behind "pre-order" as much as you want. To turn weeks of build time into months means you knew what was up - you've alluded to this in your mail of X cards per month versus Y order size. This is just incredibly disappointing from what I considered a safer port in the storm. I would have been happier if you just said from the word go what the options were or who knows you could have been innovative and offered lesser cards til availability came up and offered a replacement service when the time was possible.

Wishing the best to your employees and hoping that Covid hasn't affected you too much. This level of money grabbing is severely trust affecting and has lost you my future custom. I wish you all the best and good luck.

 

[SpyderTracks]

Hi all,

Apologies for the random system generated name. Out of my control and not able to change it for some weeks beyond after I check out of this company.

My 3rd pc from pc specialist and a 3k spend near enough on a new rig. Despite any of that I get the email today about the issues regarding the 3080 GPUs. That's fine but when I ordered some weeks ago and you gave me a build date of this Monday (16th November) that seemed fairly confident. The content of the crying email of no guarantee before Christmas means that you were evidently well aware of this already before I submitted which feels fairly fraudulent if I am honest. I had an issue with a PSU being out of stock and I spent an hour on the phone before giving up and sending an email and paying the top up. You're doing really well so far. Grown too much to care or genuine mistakes?

With that said please tell me two things -
1) I don't need to spend hours on the phone to be refunded for this. You've made it painful enough of a lesson how you regard your "customers". Let's have some professional courtesy for a failed ambition and promise you made that you can't keep.
2) let's just aim to be a bit more open. I would have paid more for a guaranteed position or expedited service thinking you had a better position that you have mentioned. You can hide behind "pre-order" as much as you want. To turn weeks of build time into months means you knew what was up - you've alluded to this in your mail of X cards per month versus Y order size. This is just incredibly disappointing from what I considered a safer port in the storm. I would have been happier if you just said from the word go what the options were or who knows you could have been innovative and offered lesser cards til availability came up and offered a replacement service when the time was possible.

Wishing the best to your employees and hoping that Covid hasn't affected you too much. This level of money grabbing is severely trust affecting and has lost you my future custom. I wish you all the best and good luck.

PCS don’t monitor these forums, you need to email this to [email protected]

If this is your 3rd pc from them why haven’t you visited the forums. They have been emailing people to say disregard the automated emails, they’ve been quite transparent.

I suggest you Google nvidia 3000 series stocks, you are one of the many millions who are in the same boat with every single outlet across the world.

 

[PetAle]

PCS don’t monitor these forums, you need to email this to [email protected]

If this is your 3rd pc from them why haven’t you visited the forums. They have been emailing people to say disregard the automated emails, they’ve been quite transparent.

I suggest you Google nvidia 3000 series stocks, you are one of the many millions who are in the same boat with every single outlet across the world.

Thank you for the link. This was my first email "off tangent" regarding my order so I must have been missed in the system. Why do they have the forums if they aren't part of it? Beggars belief

 

[PetAle]

Your message to [email protected] couldn't be delivered.
compaints wasn't found at pcspecialist.co.uk.

@SpyderTracks I guess they closed that one.

 

[Martinr36]

Your message to [email protected] couldn't be delivered.
compaints wasn't found at pcspecialist.co.uk.

@SpyderTracks I guess they closed that one.

you've missed the l out of complaints

 

[ubuysa]

Your message to [email protected] couldn't be delivered.
compaints wasn't found at pcspecialist.co.uk.

@SpyderTracks I guess they closed that one.

There's an 'l' in complaints (edit: too slow on that one!) but you can always use [email protected], that's on the website in the 'Contact Us' page and that's not hard to find. There's a phone number you can call on there too.

You might want to take a look at this thread https://www.pcspecialist.co.uk/forums/threads/rtx-3080.73216/page-55#post-527359, currently up to 55 pages, containing posts from many (many) people in exactly the same position as you, most of whom realise that the problem with the 3080 is of Nvidia's making and that PCS are not receiving anything like the numbers of cards they've ordered nor in regular batches. PCS are doing the best they are able to in very difficult circumstances which are not of their making.

If you take the time to read through that thread you'll see that PCS aren't able to provide 'honest' information as you put it because they don;t have any 'honest' information to give you. They don't know when they'll get the next 3080 delivery nor how many they'll get - so how are they supposed to be 'honest' with you regarding your expected build date?

There are several comments you've made that need challenging....

That's fine but when I ordered some weeks ago and you gave me a build date of this Monday (16th November) that seemed fairly confident. The content of the crying email of no guarantee before Christmas means that you were evidently well aware of this already before I submitted which feels fairly fraudulent if I am honest.

Again, if you take the trouble to read the above linked thread you'll find that PCS were not initially aware there would be problems with Nvidia delivering their ordered cards. It's also taken some weeks for PCS to finally appreciate that Nvidia have screwed up massively and that they're not going to get reliable deliveries in the quantities they need for some time to come. So no, PCS were not 'well aware of this already before I submitted'. Care to apologise?

let's just aim to be a bit more open. I would have paid more for a guaranteed position or expedited service thinking you had a better position that you have mentioned.

PCS stopped offering the 'fast track' option precisely because they didn't know when (or how many) 3080's would be arriving each day. It's simply not possible to offer 'fast track' in those circumstances. Unless of course you're suggesting that because you're happy to pay more you'd like to steal a 3080 from someone else ahead of you in the build queue?

To turn weeks of build time into months means you knew what was up - you've alluded to this in your mail of X cards per month versus Y order size.

Again with the 'you knew what was up' guesswork on your part. If PCS really had known what was up they'd have been able to give more 'honest' build estimates. You don't expect a massive supplier like Nvidia to keep letting you down week after week, but that's what's happened. Care to apologise again?

I would have been happier if you just said from the word go what the options were or who knows you could have been innovative and offered lesser cards til availability came up and offered a replacement service when the time was possible.

See above. Your entire 'complaint' is predicated on the notion that 'PCS knew what was up', and as I've explained - they didn't. They still don't know when they can expect a reliable supply of 3080 cards. The idea that most people would be happy to accept a 'lesser card' is laughable.

This level of money grabbing is severely trust affecting and has lost you my future custom.

The hundreds (thousands?) waiting for 3080 builds will be delighted I'm sure that there's one fewer customer competing with them. The 'money grabbing' comment is contemptible. That certainty warrants an apology.

 

[PetAle]

So every single person except pcs knew what's up and this is happening all over the forum but they avoid the forums (their own customer service) and let you find out yourself - which seems clearly documented in that thread going back way before my order was placed.

I am contemptible for suggesting that they perhaps disclose this matter either at time of purchase or within the 2 weeks after the purchase and the last day before the "sold" date of build. I am laughable for suggesting that they could think outside the box and ship the pc with a different card that is in stock and do a switch when availablity of the desired one is in stock simply to enable people to have something.

Thanks for your insight - quite clear how it is the buyers fault for believing what they were told explicitly and repeatedly from the company providing the product and that there is absolutely no chance they could have been aware 2 weeks ago that this would have gone this way due to the "hundreds and thousands" in the queue all facing the same issue.

Top notch

 

[AgentCooper]

I am laughable for suggesting that they could think outside the box and ship the pc with a different card that is in stock and do a switch when availablity of the desired one is in stock simply to enable people to have something.

But surely then you aren't getting the product that you ordered? And they're down a GPU which once returned would have to be disposed of as they don't sell used/reconditioned cards, a move that would cost them thousands if they did that for everyone who had ordered. I wouldn't say laughable because that sounds harsh. But it's definitely unrealistic.

You as the customer are more than entitled to change the GPU to something that is in stock. Or removing it from the build completely and sourcing your own to add in later.

 

[SpyderTracks]

So every single person except pcs knew what's up and this is happening all over the forum but they avoid the forums (their own customer service) and let you find out yourself - which seems clearly documented in that thread going back way before my order was placed.

I am contemptible for suggesting that they perhaps disclose this matter either at time of purchase or within the 2 weeks after the purchase and the last day before the "sold" date of build. I am laughable for suggesting that they could think outside the box and ship the pc with a different card that is in stock and do a switch when availablity of the desired one is in stock simply to enable people to have something.

Thanks for your insight - quite clear how it is the buyers fault for believing what they were told explicitly and repeatedly from the company providing the product and that there is absolutely no chance they could have been aware 2 weeks ago that this would have gone this way due to the "hundreds and thousands" in the queue all facing the same issue.

Top notch

Lols.... it's pretty plain information, it's been all over the news since september, you'd have to be a recluse not to know?

 

[Gavras]

So every single person except pcs knew what's up and this is happening all over the forum but they avoid the forums (their own customer service) and let you find out yourself - which seems clearly documented in that thread going back way before my order was placed.

I am contemptible for suggesting that they perhaps disclose this matter either at time of purchase or within the 2 weeks after the purchase and the last day before the "sold" date of build. I am laughable for suggesting that they could think outside the box and ship the pc with a different card that is in stock and do a switch when availablity of the desired one is in stock simply to enable people to have something.

Thanks for your insight - quite clear how it is the buyers fault for believing what they were told explicitly and repeatedly from the company providing the product and that there is absolutely no chance they could have been aware 2 weeks ago that this would have gone this way due to the "hundreds and thousands" in the queue all facing the same issue.

Top notch

Take a trip across to any other builder site and you will see even more issues with Nvidia release.

one site beginning with OC... is on their second or third thread for 3080, it’s on circa 2000 pages, last few were closed at around 1000 pages.

They now have a banning system in place.

you need to understand PC builders are at back of the food chain.

for 3080’s etc, this starts with Samsung, then Nvidia then specific card manufacturers, then global distributors (if not buying direct), then say European distributors.

If Dell tells Nvidia it was 10000 cards, Dell gets 10000 cards irrespective of what happens.

on top of that there has been a global components shortage since circa 2016, this effects PSU’s big time and also Graphics cards.

Why note order without a graphics card and sort your own, must be loads out there.....

 

[Smoggyuk]

Hello Petale,

Thanks for your comments and be rest assured PCSpecialist have all hands on deck at this moment in time.

As you can imagine we have been inundated with NVIDIA 3000 series orders and it is to no suprise, the performance of these cards is fantastic and the pricing is competitive when compared to their last generation.

The biggest bottleneck in this situation is supply. We have been transparent from the start offering this item on a pre-order basis but I can be honest and say that we didn't expect such low volume. In many past launches we have had great saturation of stock and our suppliers have been able to maintain and provide steady ETAs, this isn't how the current situation is working however.

It's ever evolving and with Black Friday, Cyber Monday, AMDs 5000 series, AMDs 6000 series, NVIDIAs 3000 series and Christmas! we're starting to see this impact stocking levels and the availability of staff to assist, we're down to 4-5 working days on email response times and around 1-2 hours wait on the phone, this is completely uncharacterstic and I've seen nothing like this since starting my job here 5 years ago.

Couple this all with the new lockdown and the pandemic and you've got the perfect storm.

This is not to excuse if you feel like you've been misled about the situation and I'd be happy to discuss any system changes that you recommend as we're looking to tune these in the near future.

We had the automated emailing service setup to update customers when we were busy during the first couple of months of lockdown and this has created problems with the 3000 series situation as the system is still running but not factoring in pre-order dates.

PCSpecialist do get this and are working to get our systems right to ensure that customers are given reliable information.

We ask our customers for their patience and we really hope to clear most of the order backlog in the coming weeks.

On a final note we cannot substitute an order with a different graphics card to ship out the product quicker, this would cut you out of the queue for the 3000 series graphics card and you would again be left waiting. We would also be down stock using this method and would be allowing customers to return used items, the logistics do not make sense and it doesn't stand strong in the longrun when we have thousands of orders to saturate.

If you have any further questions do let me know in response, but I may not be able to respond knowing that we have 1,441 enquiries to get through over the next couple of days.

Take care and I hope you can stick with PC Specialist and I am certain you will be impressed with the goods that you receive.

 

[PetAle]

Hello Petale,

Thanks for your comments and be rest assured PCSpecialist have all hands on deck at this moment in time.

As you can imagine we have been inundated with NVIDIA 3000 series orders and it is to no suprise, the performance of these cards is fantastic and the pricing is competitive when compared to their last generation.

The biggest bottleneck in this situation is supply. We have been transparent from the start offering this item on a pre-order basis but I can be honest and say that we didn't expect such low volume. In many past launches we have had great saturation of stock and our suppliers have been able to maintain and provide steady ETAs, this isn't how the current situation is working however.

It's ever evolving and with Black Friday, Cyber Monday, AMDs 5000 series, AMDs 6000 series, NVIDIAs 3000 series and Christmas! we're starting to see this impact stocking levels and the availability of staff to assist, we're down to 4-5 working days on email response times and around 1-2 hours wait on the phone, this is completely uncharacterstic and I've seen nothing like this since starting my job here 5 years ago.

Couple this all with the new lockdown and the pandemic and you've got the perfect storm.

This is not to excuse if you feel like you've been misled about the situation and I'd be happy to discuss any system changes that you recommend as we're looking to tune these in the near future.

We had the automated emailing service setup to update customers when we were busy during the first couple of months of lockdown and this has created problems with the 3000 series situation as the system is still running but not factoring in pre-order dates.

PCSpecialist do get this and are working to get our systems right to ensure that customers are given reliable information.

We ask our customers for their patience and we really hope to clear most of the order backlog in the coming weeks.

On a final note we cannot substitute an order with a different graphics card to ship out the product quicker, this would cut you out of the queue for the 3000 series graphics card and you would again be left waiting. We would also be down stock using this method and would be allowing customers to return used items, the logistics do not make sense and it doesn't stand strong in the longrun when we have thousands of orders to saturate.

If you have any further questions do let me know in response, but I may not be able to respond knowing that we have 1,441 enquiries to get through over the next couple of days.

Take care and I hope you can stick with PC Specialist and I am certain you will be impressed with the goods that you receive.

Thank you for the response - it is much appreciated.

Simply requesting if it is possible to initiate a refund without spending the time on the phone. Likely better to revisit this build in better times.

 

[Smoggyuk]

Thank you for the response - it is much appreciated.

Simply requesting if it is possible to initiate a refund without spending the time on the phone. Likely better to revisit this build in better times.

No worries, I don't really have the time to spend on the forums but I'd be happy to take your email.

Email [email protected] and put FAO Rhys Tracey in the subject line, i'll scout this out of the main box.

I am personally looking to upgrade my system in January/Febuary to a 5600X and a 3070, but now isn't a great time to have upwards of £900 in the void that is pre-orders haha.

 

[Martinr36]

Thank you for the response - it is much appreciated.

Simply requesting if it is possible to initiate a refund without spending the time on the phone. Likely better to revisit this build in better times.

If you go to your main account you can cancel under my returns

 

[PetAle]

No worries, I don't really have the time to spend on the forums but I'd be happy to take your email.

Email [email protected] and put FAO Rhys Tracey in the subject line, i'll scout this out of the main box.

I am personally looking to upgrade my system in January/Febuary to a 5600X and a 3070, but now isn't a great time to have upwards of £900 in the void that is pre-orders haha.

Thank you I sent it.

 

[PetAle]

Many thanks @Ghosthud for the very speed resolution on the refund - that was effortless and appreciated. Wish you the best