Not happy with the service!

[mge0rge]

I placed my order on the 8th of October and today the 23rd my laptop is in it's 11th working day with the status "In Building". So maybe after 3 weeks I will be lucky enough the get my laptop.The issue here is that my order is for 3-5 working days.
Why is the service so poor when it comes to deliver the goods in a reasonable amount of time? I didn't order a rocket to go out into space ,it's just a laptop. If they sent me the parts I could have done it myself in 2 hours? maximum ? then put the OS on (30min?) ... then ok, test it for 24 hours and after let's get the party started . But nooo, I have to wait 3 weeks and hope it wont be 4.
So in response I will probably get "omg we are sooo busy " .. give me break , is this a garage business with 2 employees?
The chat used to be somewhat useful but it doesn't exist anymore and to get a reply on a email you would have to wait about 2 days... come on PCS ,take care of your customers !

 

[GeorgeHillier]

I placed my order on the 8th of October and today the 23rd my laptop is in it's 11th working day with the status "In Building". So maybe after 3 weeks I will be lucky enough the get my laptop.The issue here is that my order is for 3-5 working days.
Why is the service so poor when it comes to deliver the goods in a reasonable amount of time? I didn't order a rocket to go out into space ,it's just a laptop. If they sent me the parts I could have done it myself in 2 hours? maximum ? then put the OS on (30min?) ... then ok, test it for 24 hours and after let's get the party started . But nooo, I have to wait 3 weeks and hope it wont be 4.
So in response I will probably get "omg we are sooo busy " .. give me break , is this a garage business with 2 employees?
The chat used to be somewhat useful but it doesn't exist anymore and to get a reply on a email you would have to wait about 2 days... come on PCS ,take care of your customers !

By 3-5 working days was that the estimate you were given? If so then it's exactly that, an estimate. It says in the T&C's they have 30 working days to complete the order, so maybe read them next time before complaining?

Yes, it may take you 2 hours to build by yourself, but they have a queue of laptops before yours to build. Once in building the process is very quick. Also, they may have been waiting for components to be delivered. And yes, they're always busy, since you're not the only customer. It does also clearly say that emails may take two days to reply to or more during busy periods...

You're complaining about stuff you were notified of when you placed your order. Having this kind of attitude doesn't get you anywhere, you think they're all sat around doing nothing? I highly doubt it. If you needed the laptop fast then you should've considered fast track or just been patient.

There's a complete difference between taking care of customers and doing the impossible for difficult customers.

 

[mge0rge]

There's a huge difference between the so called guide line of 3-5 days and 30 working days ..don't you think ?
And then again if I pay an extra 60£ I will be treated like a human if not I have to wait up to 30 working days ???? jeeez dude, ok I am a difficult customer but do you know what 30 working days means ?
This is not the first time I am ordering ,but this time it's really bad.

 

[GeorgeHillier]

There's a huge difference between the so called guide line of 3-5 days and 30 working days ..don't you think ?
And then again if I pay an extra 60£ I will be treated like a human if not I have to wait up to 30 working days ???? jeeez dude, ok I am a difficult customer but do you know what 30 working days means ?
This is not the first time I am ordering ,but this time it's really bad.

The wait time is an estimate based on the last few weeks and as I said it's an estimate, i can't stress that enough. It doesn't matter if 30 working days is way different to the estimate, it's in the T&C's either way.

And how are you not being treated like a human being? Because it's taking longer than expected? T&C's are there for a reason, not for a laugh...

 

[mge0rge]

T&c or not the service is bad

 

[ItsPhire]

Now you're being ignorant. If it was to be sent to you urgently the you should of bought the fast track service. You probably didn't even bother to read the t&cs. You're not the only one to order from PCs and as its nearer to Christmas there will be more so just be patient. They also need to order in parts that you asked for that they may not have so before you start complaining about things that are not true whatsoever that you would know if you read the guide.

 

[keynes]

T&c or not the service is bad

Then why ordering from here, if you feel the service is so bad you are wishing your rights to cancel and go go somewhere else.

Difficult customer
Treated like a human

I am sorry but sounds like an infantile argument to me.

 

[ahad]

How about we all relax guys?

Look Mgeorge how about you let us know which laptop you ordered?
If it was one of the defiance's it was bound to be late as the chassis had not even arrived when you ordered it. They are actually trying to speed right through them now... It said 4-6 days when I ordered but got an email saying that my actual estimate would be around the 26...and lo and behold I got mine on the 23rd
They are getting through the back log and Will be back to get normal 5-7 working days or so for everyone.

In the mean time let us know which laptop you actually ordered to see if we can provide you any more information as to why it's late

 

[mge0rge]

It is the new defiance..problem is I was not warned when I ordered about any delays because they don't have the parts ...the only email i got was on this thursday saying bla bla we cannot install windows 7 as requested cause of drivers we should put w10...I replied ok ,do it ... and that was it
This argument with the guide lines is killing me. Instead of misleading me when ordering by showing me a "guide line" of 3-5 days just write there "up to 30 days" so I don't order and expect my order in 3-5 .
This causes alot of excitement for people and it's really easy to let them down .

 

[DaveInBracknell]

It is the new defiance..problem is I was not warned when I ordered about any delays because they don't have the parts ...the only email i got was on this thursday saying bla bla we cannot install windows 7 as requested cause of drivers we should put w10...I replied ok ,do it ... and that was it
This argument with the guide lines is killing me. Instead of misleading me when ordering by showing me a "guide line" of 3-5 days just write there "up to 30 days" so I don't order and expect my order in 3-5 .
This causes alot of excitement for people and it's really easy to let them down .

I'm with Ahad, if you look at the other defiance thread (Delays with 6th Gen Defiance) you'll see me, Ahad and others talking.

Let you give me my perspective on purchasing a £1,200 laptop (That I still don't have .)

I was given initial date of November 2nd, I immediately thought like you what the heck, then I saw people like djSubtronic waiting 40days and I looked at the cost comparison of a fully customizable laptop vs something off the shelf I thought ok I'll buy fast track, it wouldn't let me because they where out of stock, it clearly stated 22nd October was when stock was in, I thought why didn't they tell me it was out of stock, but I saw everyone in a similar boat so I waited.

Day 3 my order date was moved back to 26th October when the stock came in I pondered on monday buying fast track or not, but it was clearly 5 day build my build time was 6 days so I didn't bother (That version is £29 if you want 3 Days pay £60 quid or go to Dell/MSI the big corporate outfits where you get a standard product non-upgradable on the whole and £ for £ more expensive), for a smaller custom outfiter they have then have to move people down/up the queue hence the pay/cost.

Friday my laptop went into building (Day 11) everyone elses is taking 10-11 Days currently to go through testing. I was hoping it would be shipped Friday but hey a good round of testing is important.

Bottom line it should exit 26th October on time as committed to me, they have been massively behind (take a look at that thread) due to the new processors, are clawing it back again and at the end of the day have a good reputation on the whole.

The issue I feel is people today think of Amazon, Dell, HP, IBM, DABs (Insert some other monolithic organization with huge staffing) and we expect the same from a smaller custom builder its unrealistic.
All I can say take a look at the car industry you want a ford, vauxhall they have them on the lot you can drive them off the lot. You want an aston Martin, ferrari et al your in a queue, the wait is worth it in the end (So I am told ..)

Barring stock I would bet you'll get your laptop built somewhere around working day 10 or less.

Dave

 

[keynes]

I'm with Ahad, if you look at the other defiance thread (Delays with 6th Gen Defiance) you'll see me, Ahad and others talking.

Let you give me my perspective on purchasing a £1,200 laptop (That I still don't have .)

I was given initial date of November 2nd, I immediately thought like you what the heck, then I saw people like djSubtronic waiting 40days and I looked at the cost comparison of a fully customizable laptop vs something off the shelf I thought ok I'll buy fast track, it wouldn't let me because they where out of stock, it clearly stated 22nd October was when stock was in, I thought why didn't they tell me it was out of stock, but I saw everyone in a similar boat so I waited.

Day 3 my order date was moved back to 26th October when the stock came in I pondered on monday buying fast track or not, but it was clearly 5 day build my build time was 6 days so I didn't bother (That version is £29 if you want 3 Days pay £60 quid or go to Dell/MSI the big corporate outfits where you get a standard product non-upgradable on the whole and £ for £ more expensive), for a smaller custom outfiter they have then have to move people down/up the queue hence the pay/cost.

Friday my laptop went into building (Day 11) everyone elses is taking 10-11 Days currently to go through testing. I was hoping it would be shipped Friday but hey a good round of testing is important.

Bottom line it should exit 26th October on time as committed to me, they have been massively behind (take a look at that thread) due to the new processors, are clawing it back again and at the end of the day have a good reputation on the whole.

The issue I feel is people today think of Amazon, Dell, HP, IBM, DABs (Insert some other monolithic organization with huge staffing) and we expect the same from a smaller custom builder its unrealistic.
All I can say take a look at the car industry you want a ford, vauxhall they have them on the lot you can drive them off the lot. You want an aston Martin, ferrari et al your in a queue, the wait is worth it in the end (So I am told ..)

Barring stock I would bet you'll get your laptop built somewhere around working day 10 or less.

Dave

thanks for sharing

 

[_Rob_]

Seems to me that pc specialist could improve their expectation management. Although that might involve employing someone with an MBA, who would then tell them to stop doing bespoke orders, and they would have to increases prices to pay her salary... But that would put them in competition with Dell et al, and they would loose and go out of business, arggg.

 

[ahad]

It is the new defiance..problem is I was not warned when I ordered about any delays because they don't have the parts ...the only email i got was on this thursday saying bla bla we cannot install windows 7 as requested cause of drivers we should put w10...I replied ok ,do it ... and that was it
This argument with the guide lines is killing me. Instead of misleading me when ordering by showing me a "guide line" of 3-5 days just write there "up to 30 days" so I don't order and expect my order in 3-5 .
This causes alot of excitement for people and it's really easy to let them down .

I understand. Of course you'll be frustrated especially seeing how excited one gets and then the disappointment of finding out its going to be late. I stayed in touch with PCS from before i even ordered so i knew the chassis was late but i understand how one normally wouldn't and would thus be frustrated but they are doing thier best now

Clevo took wayyyyy longer than was expected to deliver these chassis and PCS understands that poeple are waiting for them so i believe they have been working late and getting through these very quickly. They got through about a months worth of back log for these chassis in a matter of a few days so we have to give them credit for that

Just give them a little time...while i understand you should have been informed before hand but trust me the wait will be worthwhile once you actually get your hands on it

 

[Parramatta]

I wonder when the backlog will be fulfilled and things are normal again? Early November?

Any other stock they're waiting on, besides the 6700K for the Octane II?

 

[GeorgeHillier]

It is the new defiance..problem is I was not warned when I ordered about any delays because they don't have the parts ...the only email i got was on this thursday saying bla bla we cannot install windows 7 as requested cause of drivers we should put w10...I replied ok ,do it ... and that was it
This argument with the guide lines is killing me. Instead of misleading me when ordering by showing me a "guide line" of 3-5 days just write there "up to 30 days" so I don't order and expect my order in 3-5 .
This causes alot of excitement for people and it's really easy to let them down .

Yes, I agree that it cause excitement, but that doesn't amount to bad customer service or not treating you as a human...

Also, the guideline is an estimate, not set in stone as previously stated. It's not PCS fault the systems haven't arrived when they expected.

I don't understand how it's bad customer service? It's annoying, but there's nothing they can do until they get supplied enough of the chassis by clevo, PCS can't magic some out of thin air for you...

I'm with Ahad, if you look at the other defiance thread (Delays with 6th Gen Defiance) you'll see me, Ahad and others talking.

Let you give me my perspective on purchasing a £1,200 laptop (That I still don't have .)

I was given initial date of November 2nd, I immediately thought like you what the heck, then I saw people like djSubtronic waiting 40days and I looked at the cost comparison of a fully customizable laptop vs something off the shelf I thought ok I'll buy fast track, it wouldn't let me because they where out of stock, it clearly stated 22nd October was when stock was in, I thought why didn't they tell me it was out of stock, but I saw everyone in a similar boat so I waited.

Day 3 my order date was moved back to 26th October when the stock came in I pondered on monday buying fast track or not, but it was clearly 5 day build my build time was 6 days so I didn't bother (That version is £29 if you want 3 Days pay £60 quid or go to Dell/MSI the big corporate outfits where you get a standard product non-upgradable on the whole and £ for £ more expensive), for a smaller custom outfiter they have then have to move people down/up the queue hence the pay/cost.

Friday my laptop went into building (Day 11) everyone elses is taking 10-11 Days currently to go through testing. I was hoping it would be shipped Friday but hey a good round of testing is important.

Bottom line it should exit 26th October on time as committed to me, they have been massively behind (take a look at that thread) due to the new processors, are clawing it back again and at the end of the day have a good reputation on the whole.

The issue I feel is people today think of Amazon, Dell, HP, IBM, DABs (Insert some other monolithic organization with huge staffing) and we expect the same from a smaller custom builder its unrealistic.
All I can say take a look at the car industry you want a ford, vauxhall they have them on the lot you can drive them off the lot. You want an aston Martin, ferrari et al your in a queue, the wait is worth it in the end (So I am told ..)

Barring stock I would bet you'll get your laptop built somewhere around working day 10 or less.

Dave

Why does paying more for better components make you believe you're paying more for better service? They're charging you more for components, not labour...

But I agree about people expecting the same service from a bigger company like dell etc when in reality PCS operates very differently, hence why everyone has to wait for their order to be build as it's a custom build.

 

[mattd]

I also have problems with the service too.

Delays, fine they do happen from time to time. But the communication about the delays was extremely poor (in this case: essentially none) and the antiquated website was really annoying. I just sent these guys a fairly large sum of cash, and heard almost nothing when there were unexpected problems.

I got more and better emails updates from the courier than I did from PC Specialist. That just isn't right.

To those saying I can take my custom elsewhere: correct; I probably wont buy from pc specialist again. Sorry, but the experience was awful.

 

[mikesaa309]

I'm at a loss on what to do. I ordered my laptop the Octane II on the 9th and it's been in pre-production since and it's now the 11th working day. Was told over emails that everything was in stock and was just the build que delaying it but after ringing them last Friday I was told the i7 6700 was out of stock so changed it to the i5 6600k and that the laptop would be in the building stage later on that day or on Monday (today). It's still in pre-production though it is only 2:35 so still time for it to progress to building today but not holding my breath.

I have no problem with the waiting except I'm impatient but I'd like to know what's going on. As soon as it gets into building I'll be happy but it's just that it's been stuck in pre-production for ages it's starting to bug me. I have found the same laptop on another site for near enough the same price and specs although no option for the killer wireless-N and I'm tempted to cancel the order here and try the other site but my concern is that they'd take just as long as it is a custom build. Just wish PCS would keep us up to date on stocks and how many laptops and pc's they're building i.e. how busy they are.

I'm not going to say that PCS is terrible though I'm sure there are many customers with good service and quick deliveries and just depends on stocks and how busy they are at the time you order.

 

[Parramatta]

I'm at a loss on what to do. I ordered my laptop the Octane II on the 9th and it's been in pre-production since and it's now the 11th working day. Was told over emails that everything was in stock and was just the build que delaying it but after ringing them last Friday I was told the i7 6700 was out of stock so changed it to the i5 6600k and that the laptop would be in the building stage later on that day or on Monday (today). It's still in pre-production though it is only 2:35 so still time for it to progress to building today but not holding my breath.

I have no problem with the waiting except I'm impatient but I'd like to know what's going on. As soon as it gets into building I'll be happy but it's just that it's been stuck in pre-production for ages it's starting to bug me. I have found the same laptop on another site for near enough the same price and specs although no option for the killer wireless-N and I'm tempted to cancel the order here and try the other site but my concern is that they'd take just as long as it is a custom build. Just wish PCS would keep us up to date on stocks and how many laptops and pc's they're building i.e. how busy they are.

I'm not going to say that PCS is terrible though I'm sure there are many customers with good service and quick deliveries and just depends on stocks and how busy they are at the time you order.

Did they say when the i7 6700 would be back in stock? I know they're waiting on the 6700K. Didn't know the 6700 was also out.

 

[mikesaa309]

Think they said on the 27th though I'm sure they said something about the 30th as well unless they meant they were ordering more on the 27th not 100% sure. Just thought it would be easier for me to go back to my original choice of the i5 6600k as it's in stock and got refunded for it anyway so cheaper. Can always upgrade in the future if I need to but I've never had a high spec pc or laptop before so whatever cpu I get will be fast compared to what I'm used to lol.

Like with games I've seen people moan about getting 40 fps not 60 fps and there's me running gta 5 on low-medium graphics settings at 12-20 fps on a HP pavillion. Even if I'm only able to get 30 fps at max graphics on the Octane II it'll be buttery smooth as I've never experienced 60 fps on any game.

 

[Stephen M]

Hope you get it soon, my two laptops from them took 14 and 13 working days and were in pre-production for 12 and 11, once the building starts it goes quickly.