Octane Broken Key

[Hewhoist]

Hey all,

Mentioned it before about my left shift key breaking for no reason a few days after the getting the laptop but still needing it so didn't have time for an RMA straight away. The keys broken entirely now and I wondering if anyone else had something like this happen and how long the RMA took to simply fix a key / replace the keyboard. Thought about trying to remove the right shift key which I never use but don't want two broken keys while I await the RMA approval. Use my laptop almost all day every day for work and it'll be a nuisance not having it around for even 1-2 days which I'm dreading as I don't have a replacement and the wife has a Mac which I loathe using and my only other option will be to sit in the office all day every day using their awful computers and interacting with humans.

Wish they'd just let me replace it myself

 

[SpyderTracks]

If you phone PCS, they often just post a replacement keyboard out to you for you to change.

 

[Hewhoist]

Hi Spyder

Yeah I gave up on the email process and just rang today. Spoke to someone and they said they have no problem sending out a keyboard however it's not a mechanical part so not covered in warranty so i've had to pay for a new keyboard. I'm ok with that but the person speaking to me previously didn't mention this so they'd have received my laptop back then had to contact me again for payment for a new keyboard? don't get me wrong I'm not bothered about something as mundane as they keyboard I'd be far more worried if it was the processor or GPU or something along those lines.

Paid for Sunday delivery so should have it tomorrow looked through the user manual and it couldn't be easier to replace. Suppose it's a good opportunity to blast some dust out of the chassis while it's open. However now I've seen the guts and the disassembly manual can't help but want to repaste the CPU and GPU with top paste maybe CLU.

 

[keynes]

Hi Spyder

Yeah I gave up on the email process and just rang today. Spoke to someone and they said they have no problem sending out a keyboard however it's not a mechanical part so not covered in warranty so i've had to pay for a new keyboard. I'm ok with that but the person speaking to me previously didn't mention this so they'd have received my laptop back then had to contact me again for payment for a new keyboard? don't get me wrong I'm not bothered about something as mundane as they keyboard I'd be far more worried if it was the processor or GPU or something along those lines.

Paid for Sunday delivery so should have it tomorrow looked through the user manual and it couldn't be easier to replace. Suppose it's a good opportunity to blast some dust out of the chassis while it's open. However now I've seen the guts and the disassembly manual can't help but want to repaste the CPU and GPU with top paste maybe CLU.

Sunday delivery? Didn't know they offer it.

 

[Hewhoist]

Figured they do since they have opening hours 9-5pm Saturday and this was the offer. Sunday delivery to uk mainland (before 12 noon) (£19)

 

[micgup]

Got to say I'm a bit dismayed to read what you've posted above!
Not only the fact that the keyboards developed a fault after such a short time in its life, but more the fact that PCS aren't covering it!

Really poor show :-(
Mick

 

[Hewhoist]

Got to say I'm a bit dismayed to read what you've posted above!
Not only the fact that the keyboards developed a fault after such a short time in its life, but more the fact that PCS aren't covering it!

Really poor show :-(
Mick

Yeah I was a bit disappointed about having to pay for a new keyboard. Thought with it being one of the cheapest parts to replace it would be covered. But then as i said i'm happier the important parts are covered they would be the expensive ones. I couldn't live with a broken key even if it it wasn't the left shift button. Hoping it arrives tomorrow and I can install it sharpish.

 

[micgup]

Just puts PCS in a really bad light, and just wondering how worthwhile the top level warranty is that I paid extra for, when they won't replace a faulty keyboard broken after a couple of days.

Mick

 

[SpyderTracks]

Just puts PCS in a really bad light, and just wondering how worthwhile the top level warranty is that I paid extra for, when they won't replace a faulty keyboard broken after a couple of days.

Mick

I find this quite unusual as a friend of mine has a vortex for his son and he's broken a couple of keyboards in the first 2 years he had it and they were both replaced free of charge...

 

[keynes]

I find this quite unusual as a friend of mine has a vortex for his son and he's broken a couple of keyboards in the first 2 years he had it and they were both replaced free of charge...

Got mine replaced free of charge and fitted for me in less than a week, after more than a year

 

[micgup]

Got mine replaced free of charge and fitted for me in less than a week, after more than a year

I like the sound of that, perhaps Hewhoist needs to speak to them again and at least get a refund for his costs.

Mick

 

[Hewhoist]

Guess I've missed something then? i've just paid almost 40 pounds for a keyboard and delivery and everyone else is getting theirs fixed for free? surely by asking to do it myself i'm saving them time money and labour. I must admit I'm disappointed i've not damaged the keyboard they key was damaged from a few days after getting it. It only actually came off a few days ago so it wasn't a major issue. The original emails I sent to tech support didn't mention paying but the guy i spoke to was adamant i've have been billed for the keyboard when they received it.

 

[Hewhoist]

Well I'm really not impressed now. Not only have I been charged for a keyboard but the additional cost of quicker delivery has not been delivered. I placed the order well before 3pm yesterday. The site says the part is in stock as did the person on the phone

 

[Rakk]

Well I'm really not impressed now. Not only have I been charged for a keyboard but the additional cost of quicker delivery has not been delivered.

I'm not sure why you got charged for the keyboard when other haven't, maybe they've changed the warranty about keyboards between when you got yours and when others got theirs (I just don't know).
However about the delivery failure, if you pay extra for a delivery on a specific day/time and it doesn't get delivered then I think you will be entitled to a refund for that - you will just need to talk to PCS to organise it - admittedly I didn't realise Sunday delivery was even an option.

 

[keynes]

Well I'm really not impressed now. Not only have I been charged for a keyboard but the additional cost of quicker delivery has not been delivered. I placed the order well before 3pm yesterday. The site says the part is in stock as did the person on the phone

Did they confirm it will be delivered today? I though you had to order before 12pm for next day delivery.

 

[Hewhoist]

I rang them at 12 but they had me on hold for 28mins. I ordered immediately, if it wasn't within the time range then it shouldn't have been an option? it hasn't made any progress at all not even ready to ship etc or dispatched with Monday as delivery

 

[steaky360]

It's possible DPD's tracking isn't updated on a Sunday I guess - however regardless of this I'd be in touch with PCS on Monday to discuss with them directly as you've appear to have been given incorrect information regarding the delivery.

About the timeframe thing, I think its the same everywhere you order 'next day delivery' if you order too late you can still opt for 'next day delivery' its just that your item may not be dispatched until the day after you ordered (in this case Monday). But of course I could be wrong...

 

[Hewhoist]

Finally made progress. Rang today about why I'd not received a keyboard today or yesterday. They said as i'd asked for Sunday delivery it thought it needed to wait till next friday?? wasn't sure what they were saying about that. The RMA I'd asked to be cancelled and told was hadn't been so i've been receiving emails and texts etc about. However the guy I just spoke to was very helpful he explained the delivery issue and told me they'd replace the keyboard under warranty and send it out to me asap. Also gave me a full refund and an apology. Also cancelled the RMA which I imagine isn't free for them? whomever I spoke to Saturday clearly wasn't bothered in doing the job right unlike the guy I spoke to today. Much happier now wasn't impressed at all before today but glad that it's sorted. Looking forward to receiving the keyboard and installing it as the sight of a damaged key makes me involuntarily twitch every time I see it. Thanks everyone for the advice I'm glad I called back today was intending to complain but they guy who helped me was great and restored my faith in the Technical Support side of the company.

 

[SpyderTracks]

Finally made progress. Rang today about why I'd not received a keyboard today or yesterday. They said as i'd asked for Sunday delivery it thought it needed to wait till next friday?? wasn't sure what they were saying about that. The RMA I'd asked to be cancelled and told was hadn't been so i've been receiving emails and texts etc about. However the guy I just spoke to was very helpful he explained the delivery issue and told me they'd replace the keyboard under warranty and send it out to me asap. Also gave me a full refund and an apology. Also cancelled the RMA which I imagine isn't free for them? whomever I spoke to Saturday clearly wasn't bothered in doing the job right unlike the guy I spoke to today. Much happier now wasn't impressed at all before today but glad that it's sorted. Looking forward to receiving the keyboard and installing it as the sight of a damaged key makes me involuntarily twitch every time I see it. Thanks everyone for the advice I'm glad I called back today was intending to complain but they guy who helped me was great and restored my faith in the Technical Support side of the company.

That's really good to hear, I was getting quite concerned about that also. It seems there are new people there who just don't know their policies well and so mis-advise on stuff like this. I know PCS have been going through some big changes including moving warehouses and expansion, so hopefully it's just a teething problem.

 

[Hewhoist]

Yeah I kind of got that feeling too, the person I spoke to Saturday basically didn't seem interested and despite the guy today sounding unsure he still did the work and checked with people to make sure what was happening. He spoke to two different people about both the warranty and the RMA and solved the problem. I've since had a text and email saying it's despatched next day delivery for free. Very pleased with the service now, I was also a little worried as I expected to be using PCS for all my computer related needs in future with upgrades and new laptops.