Poor service, order still not received!

[jonllo]

Very disappointed: order still not received.

Original order placed 17 Dec 2020, early Jan I was emailed to say original order is out of stock and discontinued. Changed the order, previous order cancelled and new one raised. Asked for the new order to be prioritised, as was already been waiting on original order. Was promised such on the phone.

Emailed by PCSPEC 7 working days ago to say new order out of stock, and do I want to change again, or continue with new delivery on 23rd. Emailed back on 20 Jan to say I'd wait but VERY disappointed that this order wasnt prioritised as requested.

Previously, I've had excellent service when ordering. Not this time. I know how it works, I'm in customer service industry.

Over 5 weeks now since initial order.

 

[Resistance100]

What are the specs on your build?

There's stock issues worldwide with a lot of components at present. Your order may well be being prioritised but if the parts haven't been delivered there's not a lot they can do until they get there.

(A lot of people on here are on 60-70 working day waits due to GPU shortages)

Just bare in mind none of us work for PCS on this forum so the only way to get any answers is by contacting them directly.

 

[jonllo]

UltraNote Series: 14" Matte Full HD 60 Hz 45% NTSC LED Widescreen (1920x1080)
Processor (CPU)	Intel® Pentium® Quad Core Processor N5030 (1.10GHz, 3.1GHz Turbo)
Memory (RAM)	8GB DDR4 2400MHz SOLDERED (N5000 PROCESSOR ONLY)

And no OS.

It's not so much about the wait (though is urgent), it's about inaccurate promises made. Was informed new order was in stock and would proceed. I know about this, I have to provide timelines to my clients. Delays are ok. If known about. Just feel the need to put this out there - I'm not normally one to complain!

 

[ubuysa]

Emailed back on 20 Jan to say I'd wait but VERY disappointed that this order wasnt prioritised as requested.

Why do you think your order should be prioritised over others placed before you? If you used the Fast Track service and PCS were not able to meet that deadline they will refund the Fast Track payment.

 

[ubuysa]

UltraNote Series: 14" Matte Full HD 60 Hz 45% NTSC LED Widescreen (1920x1080)
Processor (CPU)	Intel® Pentium® Quad Core Processor N5030 (1.10GHz, 3.1GHz Turbo)
Memory (RAM)	8GB DDR4 2400MHz SOLDERED (N5000 PROCESSOR ONLY)

And no OS.

It's not so much about the wait (though is urgent), it's about inaccurate promises made. Was informed new order was in stock and would proceed. I know about this, I have to provide timelines to my clients. Delays are ok. If known about. Just feel the need to put this out there - I'm not normally one to complain!

Can you post the FULL spec from the configurator please, so that we can all see the big picture?

 

[jonllo]

Hmm. Because I was assured on the phone when I placed alternate order, cancelling the original because discontinued. As said already, I'm normally pretty easy going, and if I was told there would be further delay, no issues at all. I was told it was in stock. Rationally, there is a point here, but wont pursue this further on here. Just to illustrate:

 

[Citrus_9]

Hmm. Because I was assured on the phone when I placed alternate order, cancelling the original because discontinued. As said already, I'm normally pretty easy going, and if I was told there would be further delay, no issues at all. I was told it was in stock. Rationally, there is a point here, but wont pursue this further on here. Just to illustrate:View attachment 21638

Your picture illustrates this: Christmas time + large demand + (short supply) = Delay. Your problem seems to be resolved. So all good

 

[jonllo]

I think we'll agree to disagree

 

[ubuysa]

Let me try and understand this, because for someone who prides themselves in working in Customer Service you're not good at making yourself clear.

Are you complaining because you cancelled an existing order and placed a brand new one, but the new order didn't occupy the same place in the build queue as the one you cancelled?

Parts may have been in stock at order time but if someone with an older order later switches to a component allocated to you they will get it, and you'll then have to wait.

What was the FULL spec of the new order?

 

[jonllo]

The core issue is I was told by phone the new order was in stock (was the reason I changed it on the phone to that) and it would proceed, be built on 16th Jan, and shipped on 19th Jan. I confirmed this back, and was agreed with. Exactly the opposite occurred. Point is, if I'd been told it would be longer, or even possibility of such, no issue. Maybe the person I spoke with shouldn't have said what he did, I don't know? (I know we all make mistakes, but I'm guessing I'm not the only one). Full spec of new order below.

This is my last post. Either my point is accepted or not. I think most folk reading would get it. Getting more frustrated than I was originally so don't want to be led into it more cos its not really 'me'

Chassis & Display	UltraNote Series: 14" Matte Full HD 60 Hz 45% NTSC LED Widescreen (1920x1080)
Processor (CPU)	Intel® Pentium® Quad Core Processor N5030 (1.10GHz, 3.1GHz Turbo)
Memory (RAM)	8GB DDR4 2400MHz SOLDERED (N5000 PROCESSOR ONLY)
Graphics Card	INTEL® HD GRAPHICS (CPU Dependant) - 1.7GB Max DDR4 Video RAM - DirectX® 12
1st M.2 SSD Drive	512GB ADATA SU800 M.2 2280 (560 MB/R, 520 MB/W)
Memory Card Reader	Integrated Micro-SD Memory Card Reader
AC Adaptor	1 x 45W AC Adaptor
Power Cable	1 x 1 Metre Cloverleaf UK Power Cable
Battery	UltraNote Series Integrated 36WH Lithium Ion Battery
Sound Card	Intel 2 Channel High Definition Audio + MIC/Headphone Jack
Bluetooth & Wireless	GIGABIT LAN & WIRELESS INTEL® Wi-Fi 6 AX200 (2.4 Gbps) + BT 5.0
USB/Thunderbolt Options	1 x USB 3.1 PORT (Type C) + 1 x USB 3.1 PORT + 1 x USB 2.0 PORT
Keyboard Language	ULTRANOTE SERIES UK KEYBOARD
Operating System	NO OPERATING SYSTEM REQUIRED
Operating System Language	United Kingdom - English Language
Windows Recovery Media	NO RECOVERY MEDIA REQUIRED
Office Software	FREE 30 Day Trial of Microsoft 365® (Operating System Required)
Anti-Virus	NO ANTI-VIRUS SOFTWARE
Browser	Microsoft® Edge (Windows 10 Only)
Notebook Mouse	INTEGRATED 2 BUTTON TOUCHPAD MOUSE
Webcam	INTEGRATED 1MP HD WEBCAM
Warranty	3 Year Standard Warranty (1 Month Collect & Return, 1 Year Parts, 3 Year Labour)
Delivery	STANDARD INSURED DELIVERY TO UK MAINLAND (MON-FRI)
Build Time	Standard Build - Approximately 13 to 15 working days
Welcome Book	PCSpecialist Welcome Book - United Kingdom & Republic of Ireland

Detailed Specification
	Dimensions & Weight
Dimensions (w x d x h)	324.9mm x 219.5mm x 18.95mm
Weight	1.8kg including battery
	Chipset
Processor Support	10th Generation Intel Processor Support
	Memory
Memory Type	Supports DDR4 2666MHz
Number of Modules	2 x Modules
Maximum Supported Memory	64GB
	Hard Drive Capacity
M.2 Port	1 x M.2 2280 Port
	Display & Graphics
Graphics	Intel® HD Graphics 620
Screen Size	14" Widescreen
Native/Maximum Resolution	1920 x 1080
Backlight	LED
Refresh Rate	60 Hz
NTSC	45%
	Audio
Chipset	Realtek High Definition Audio
Channels	2 channel HD Audio
Connections	Microphone-in and headphone-out
Speakers	Built in two speakers
Integrated Microphone	Yes, Array Microphone
	Communications
LAN	Gigabit LAN (Not included on pentium version)
Wireless Support	Wireless LAN 802.11AC/B/G/N (M.2 Interface)
Bluetooth Support	Bluetooth V5.0 module support
Webcam	1.0 MP Webcam
Firewire (IEEE 1394)	N/A
	Expansion Slots
TV Tuner	N/A
	Keyboard & Mouse
Keys	Multi Language A4 size Floating Keyboard
Language Support	Multi-Language support
Pointing Device | Touchpad Mouse	Built in touch pad with multi-gesture and scrolling function
	Memory Card Reader
Memory Card Reader	1 x Micro SD Card Slot
	Ports
HDMI Ports	1
USB	1 x USB 3.1 Port (Type C), 1 x USB 3.1 Port, 1 x USB 2.0 Ports
Headphone-OUT	1 x Headphone-out/ MIC-in phone jack
DC-in	1
Kensington Lock	Yes
	Webcam
Webcam	1.0 MP Webcam
	Battery & Power Lead
Battery Capacity	4 Cell Lithium-Ion battery (36WH)
Typical Battery Life	Up to 6 Hours
Battery Type	Integrated
Power Lead & AC Adpater	1 x Power Lead included with AC Adapter
	Security
Fingerprint Scanner	N/A
Kensington Lock	Yes

 

[CrowZer0]

Let me try and understand this, because for someone who prides themselves in working in Customer Service you're not good at making yourself clear.

Are you complaining because you cancelled an existing order and placed a brand new one, but the new order didn't occupy the same place in the build queue as the one you cancelled?

Parts may have been in stock at order time but if someone with an older order later switches to a component allocated to you they will get it, and you'll then have to wait.

What was the FULL spec of the new order?

I'm not sure what wasn't made clear by op, I understood him fine, his original order was cancelled through no fault of his own after waiting because it was discontinued, he asked on phone whether if he placed a new order it would be brand new or continue as an existing even though it is a new order, they said they would prioritise it because they had to cancel the previous order.

It's clear its a laptop, its also clear that English isn't his first language so don't understand why you would make the comment about customer service and him not being clear (unnecessary and rude to be honest.)

 

[ubuysa]

The core issue is I was told by phone the new order was in stock (was the reason I changed it on the phone to that) and it would proceed, be built on 16th Jan, and shipped on 19th Jan. I confirmed this back, and was agreed with. Exactly the opposite occurred. Point is, if I'd been told it would be longer, or even possibility of such, no issue. Maybe the person I spoke with shouldn't have said what he did, I don't know? (I know we all make mistakes, but I'm guessing I'm not the only one). Full spec of new order below.

This is my last post. Either my point is accepted or not. I think most folk reading would get it. Getting more frustrated than I was originally so don't want to be led into it more cos its not really 'me'

Now I understand. Have you contacted PCS at all after the 19th Jan date was missed? They may well have a perfectly reasonable explanation, or as you say someone may have made a mistake. Nobody on here will be able to help however, you'll need to chase this with PCS.

I'm not sure what wasn't made clear by op, I understood him fine, his original order was cancelled through no fault of his own after waiting because it was discontinued, he asked on phone whether if he placed a new order it would be brand new or continue as an existing even though it is a new order, they said they would prioritise it because they had to cancel the previous order.

It's clear its a laptop, its also clear that English isn't his first language so don't understand why you would make the comment about customer service and him not being clear (unnecessary and rude to be honest.)

Thank you so much for butting in to explain this to me. I'm happy you understood the OP just fine, I did not - which was why I asked.