RMA my pc last week, today woke up to an email saying I owe £1700!!?

[sigoth]

I brought a system, my 4-5th from PCS over the years ( upwards of £7-8000 spent with them over the years. I brought my pc for just under £4000 last year, i9 4090 and so on. I had nothing but issues with it since i got it, but not severe enough to want to RMA and have to wait a potential month with no pc.

Few weeks ago after many calls to pcs tech support I was told the gfx card was faulty, I couldn’t even wipe the drivers back as the software just bugged out. So RMA it is.

I did not have the original packaging so paid for the packaging and the waited for it. When I got it I was shocked. 2 pieces of foam and a cardboard box. I felt robbed but watched the packaging video and followed all instructions. Once in the box it was rattling around and from my experience of couriers it was just asking to be damaged. So I found an old duvet to pad out the box in the hopes it would be safe.

Fast forward to today and I’ve recived an email stating the pc was damaged in transit and as I put the duvet in the box I’m not covered under warranty, please pay £1700 for a new graphics card and case.

Is. This. A. Joke!

Firstly, from the many calls I had with PCS i was told the gfx card was faulty, I also packaged the pc exactly as instructed in the video. This should cover me under the warranty. I’m sad, angry, and somewhat perplexed after spending countless £1000s with pcs why they are attempting to get me to pay for a faulty graphics card they knew about. I’m currently awaiting a call back from someone who’s going to “investigate”the issue. I don’t really know what there going to investigate, the pc was damaged in transit using there packaging and there guidelines, telling me adding a duvet for protection voids my warranty is an out and out scam. I’ll keep this thread open and update accordingly, but right now im appalled at this service. I have used pcs since 2017 exclusively and I hope common sense prevails.

 

[SpyderTracks]

Completely understand your dismay and wonder if this may need a look over, calling in PCS staff @Monarch @moosEh @JakAttack

 

[sigoth]

Completely understand your dismay and wonder if this may need a look over, calling in PCS staff @Monarch @moosEh @JakAttack

Thankyou.

I’m inbetween tears and anger if I’m being honest, I don’t have £1700 to pay, and even if I did the issue ( gfx card ) was already known prior to sending the RMA, I also called the day they recived the RMA and was told no damage was reported and the box looked fine on the pallet.

My gut tells me the gfx card wasn’t installed correctly from day one, as it was always lop sided in the case and now pcs want me to cover there mistake. I’m hoping common sense prevails and my warranty which I paid for is upheld…

 

[SpyderTracks]

Thankyou.

I’m inbetween tears and anger if I’m being honest, I don’t have £1700 to pay, and even if I did the issue ( gfx card ) was already known prior to sending the RMA, I also called the day they recived the RMA and was told no damage was reported and the box looked fine on the pallet.

My gut tells me the gfx card wasn’t installed correctly from day one, as it was always lop sided in the case and now pcs want me to cover there mistake. I’m hoping common sense prevails and my warranty which I paid for is upheld…

Don’t suppose you may have any photos of the system? If you do post them here and it may help the PCS staff

 

[sigoth]

Don’t suppose you may have any photos of the system? If you do post them here and it may help the PCS staff

I have an evidence folder on the system of the issues, including videos of the gfx card, I had long conversations with support to the point we tried everything, I was point blank told it was the gfx card and it needed an RMA. I did everything I was asked it just feels like pcs want me to pay for there faulty part. If they boot the pc they will see the evidence folder..

 

[SpyderTracks]

I have an evidence folder on the system of the issues, including videos of the gfx card, I had long conversations with support to the point we tried everything, I was point blank told it was the gfx card and it needed an RMA. I did everything I was asked it just feels like pcs want me to pay for there faulty part. If they boot the pc they will see the evidence folder..

That's fantastic, that will help your case then, they should already have all that on file.

I'm sure there's been some kind of confusion, this is certainly not the normal PCS procedure.

They would have had their reasons for specifically pointing at the GPU, but there is an added unknown in there in the fact you have a 14/13900k which are known to suffer from silicon degradation, and a symptom of that is graphics issues.

 

[Scott]

Normally with a GPU RMA this would be covered with a replacement being sent out for you to swap and return the faulty one. Was this never offered as an option?

 

[sigoth]

Don’t suppose you may have any photos of the system? If you do post them here and it may help the PCS staff

I have an evidence folder on the system of the issues, including videos of the gfx card, I had long conversations with support to the point we tried everything, I was point blank told it was the gfx card and it needed an RMA. I did everything I was asked it just feels like pcs want me to pay for there faulty part. If they boot the pc they will see the evidence

Normally with a GPU RMA this would be covered with a replacement being sent out for you to swap and return the faulty one. Was this never offered as an option?

no, I was pushed to RMA after trying multiple things on the phone with support, the last straw was when we tried to DDU the gfx card and it wouldn’t allow it, at this point I was told to RMA and followed the guidance.

 

[Scott]

DDU not working doesn't point to the GPU unfortunately. DDU would work with or without a GPU installed so it sounds like something else. That may be the reason for the requirement to RMA the whole PC rather than just the GPU.

Typically with a GPU fault, the GPU itself is RMA'd rather than the whole system. It would tend to be a full RMA for other reasons or a lack of confidence from the customer. With this particular case even although it's highly likely to be a GPU fault through the testing, the reason for the whole RMA rather than just the GPU must be down to the strange behaviour found during the testing, with the DDU failure being a good example.

Very strange case. I have confidence that PCS will resolve the issue though

 

[sigoth]

DDU not working doesn't point to the GPU unfortunately. DDU would work with or without a GPU installed so it sounds like something else. That may be the reason for the requirement to RMA the whole PC rather than just the GPU.

Typically with a GPU fault, the GPU itself is RMA'd rather than the whole system. It would tend to be a full RMA for other reasons or a lack of confidence from the customer. With this particular case even although it's highly likely to be a GPU fault through the testing, the reason for the whole RMA rather than just the GPU must be down to the strange behaviour found during the testing, with the DDU failure being a good example.

Very strange case. I have confidence that PCS will resolve the issue though

I’ve just recalled, I can’t speak to a manager, no one can tell me what’s happening, I’ve just got to wait for a decision to be made, I’m just shocked and saddened by this whole thing. Trying to charge me £1700+ because I tried to protect the system it beggars belief.

 

[sigoth]

Final call of the night, no one to speak to, no
Help, I’m now left overnight panicing and stressed because no one can call me to sort this out.

I’ve also read pcs terms and conditions and came across this.

“Where collections are arranged by us, you still have a duty of care to ensure the Products are packaged sufficiently, for the type and value of goods being returned. Due to the nature of the goods supplied, we recommend original packaging is used. If original packaging is not available, new specialty packaging can be ordered from us where available. Where you use your own packaging, liability for the cost of repairing damage resulting from inadequate packaging rests with you. We will only confirm that the item has arrived back to us in a satisfactory condition once we have opened and inspected the item.”

To re-iterate, I used the packaging from pcs, I boxed my pc accordingly to the video and added a duvet, no where in the above have I broken the terms of the warranty. Simply adding a duvet does not negate the above and no judge in the land would agree. I’m absolutely shocked and appallaed at the level of service I’m reciveing. After nothing but years of happiness with this company. Will continue to update when I speak to a manager… wherever that might be.

 

[Scott]

I don't think it would come to it and I hope common sense will prevail (although keep in mind we only know one side to this story) but you have to realise that what you did fell out-with the guidelines and the terms and conditions.

I understand that what you did with the packaging was done with absolutely the best intentions, but as you used an addition to the packaging received it could be contributory to any damages to the case. I would argue that it shouldn't really affect the situation with the GPU, but the case could be damaged with the quilt creating excess pressure in the packaging (unlikely as it sounds, I'm just saying it could be argued).

There's emotional and there's factual. Factually you didn't follow the guidance. If you had sent the package back entirely with what they sent out there could be no argument as to any damage in transition as it would have been their limited supply.

I'm not saying I agree or disagree, I'm just being the voice of reason and pointing out the factual statements from the T&Cs vs what you did. Good intentions aside, you didn't follow the guidance.

 

[sigoth]

w

I don't think it would come to it and I hope common sense will prevail (although keep in mind we only know one side to this story) but you have to realise that what you did fell out-with the guidelines and the terms and conditions.

I understand that what you did with the packaging was done with absolutely the best intentions, but as you used an addition to the packaging received it could be contributory to any damages to the case. I would argue that it shouldn't really affect the situation with the GPU, but the case could be damaged with the quilt creating excess pressure in the packaging (unlikely as it sounds, I'm just saying it could be argued).

There's emotional and there's factual. Factually you didn't follow the guidance. If you had sent the package back entirely with what they sent out there could be no argument as to any damage in transition as it would have been their limited supply.

I'm not saying I agree or disagree, I'm just being the voice of reason and pointing out the factual statements from the T&Cs vs what you did. Good intentions aside, you didn't follow the guidance.

the guidance states - use pcs packaging

I did.

The guidance DOES NOT STATE your not free to include other items, so while I appreciate your comment, I have followed the guidance.

 

[Scott]

w

the guidance states - use pcs packaging

I did.

The guidance DOES NOT STATE your not free to include other items, so while I appreciate your comment, I have followed the guidance.

I would disagree with that sentiment, but it's up for debate. In a court of law I don't think your position would carry any weight.

I'm not a lawyer though. Keep in mind I have no affiliation with PCS. I'm a volunteer to help people like yourself so I'm not giving a biased opinion, it's a true reflection of how I see the facts. Like I said, PCS are pretty good and in my experience tend to have a good middle ground in such situations. The situation with the GPU, at the very least, will go a long way to cover that. As for any transport damage to the case, that's where I think you would possibly need to bend (depending on the damage of course).

Did you take pictures of the packaging prior to shipment? Just so that you could show which side the quilt was on, in reference to any damage evidence on the case.

 

[sigoth]

I would disagree with that sentiment, but it's up for debate. In a court of law I don't think your position would carry any weight.

I'm not a lawyer though. Keep in mind I have no affiliation with PCS. I'm a volunteer to help people like yourself so I'm not giving a biased opinion, it's a true reflection of how I see the facts. Like I said, PCS are pretty good and in my experience tend to have a good middle ground in such situations. The situation with the GPU, at the very least, will go a long way to cover that. As for any transport damage to the case, that's where I think you would possibly need to bend (depending on the damage of course).

Did you take pictures of the packaging prior to shipment? Just so that you could show which side the quilt was on, in reference to any damage evidence on the case.

unfortuneatly I didn’t take any pictures prior to shipping I just sealed the box and thought nothing more of it. The case? Totally understandable, things happen, I’d suck that up and pay.

The gfx card with known faults being the only other thing damaged in transit, which is in the heart of the box, foam, duvet and case just doesn’t make any logical sense to me. At all. If that is damaged surely the glass must be shattered, the box it shipped in must be battered, I’ve asked for pictures of the packaging as they recived it so will know more when I have them.

 

[ubuysa]

I don't think there's much point in us going round and round with this on here. I appreciate the anger and frustration felt by @sigoth but we don't know the full story here. I respectfully suggest that we don't try and judge the merits or otherwise of this, especially when we try to guess what a court might do, for none of us know the full facts.

I would ask the Mods to ensure that this thread is brought to the immediate attention of Customer Care at PCS and that whatever resolution is eventually found is communicated by Customer Care on here. This is after all a technical support forum and not a complaints section.

 

[Monarch]

Thank you all for your posts on this matter.

@sigoth, I am very sorry to hear that the GPU has arrived to PCSpecialist in a damaged condition - or any other damage that may be present. I can confirm that for a technician to reach out to a customer to advise receipt of damaged goods and a charge for those damages, they would generally be presented with a basic evidence from the booking in of the item. Given the circumstances of your feedback this is being reviewed by our customer care team along with the full CCTV as to how your goods were placed inside the box, end caps and any additional items. I would expect someone to be reaching out to you directly once the investigation has completed and all evidence, whether available or requested has been reviewed.

From what I understand, this matter has been under investigation from the point of your call early yesterday afternoon.

To provide some clarity on a couple of points raised through this thread;

1) PCSpecialist packaging is drop tested and field tested. The packaging when applied correctly is designed primarily for shock absorbancy. From time to time a heavy box may take a tumble, whether it is on its way to the doorstep, on a courier conveyor or anywhere else along its journey. The packaging is designed to prevent against damage to the core computer should this happen. The packaging used has evolved over decades in use and as PC design and component proportions have changed over the years, alongside the expectation that the contents may be pushing 30kg for the larger builds. PCSpecialist provide full insurance for any movements booked by PCSpecialist while the goods are correctly in either the original packaging or the replacement packaging (in the majority of cases this is the same). As some other posts have indicated - our terms also indicate that PCSpecialist cover for the packaging provided by PCSpecialist in the event damage occurs.

2) In the unlikely event that a customers component becomes faulty, PCSpecialist maintain relationships with top level suppliers and manufacturers. In the vast majority of cases, if PCSpecialist have a faulty part, the manufacturer will take that part back and either repair it for the customer, or issue PCSpecialist with a remedy such as a direct replacement. PCSpecialist do not dispose of faulty items, the manufacturer warranty terms on items will ensure a replacement is made available as long as the original part is returned. Items are protected from faults and defects under those manufacturer warranties (and thus PCSpecialist warranties provided at sale). However if the goods - whether faulty or not - become damaged, the manufacturer warranty is void, PCSpecialist would not receive a replacement from relevant manufacturer, ans such PCSpecialist would not replace an item that is deemed to have been damaged in a customers care and handling. How the damage has occurred and if the goods were packaged in accordance to our terms is subject to investigation - I am not commenting on the investigation or outcome - which is ongoing.

I hope we can resolve this with you promptly. As @ubuysa highlighted, our customer care team will work through this with you.

 

[sigoth]

Thank you all for your posts on this matter.

@sigoth, I am very sorry to hear that the GPU has arrived to PCSpecialist in a damaged condition - or any other damage that may be present. I can confirm that for a technician to reach out to a customer to advise receipt of damaged goods and a charge for those damages, they would generally be presented with a basic evidence from the booking in of the item. Given the circumstances of your feedback this is being reviewed by our customer care team along with the full CCTV as to how your goods were placed inside the box, end caps and any additional items. I would expect someone to be reaching out to you directly once the investigation has completed and all evidence, whether available or requested has been reviewed.

From what I understand, this matter has been under investigation from the point of your call early yesterday afternoon.

To provide some clarity on a couple of points raised through this thread;

1) PCSpecialist packaging is drop tested and field tested. The packaging when applied correctly is designed primarily for shock absorbancy. From time to time a heavy box may take a tumble, whether it is on its way to the doorstep, on a courier conveyor or anywhere else along its journey. The packaging is designed to prevent against damage to the core computer should this happen. The packaging used has evolved over decades in use and as PC design and component proportions have changed over the years, alongside the expectation that the contents may be pushing 30kg for the larger builds. PCSpecialist provide full insurance for any movements booked by PCSpecialist while the goods are correctly in either the original packaging or the replacement packaging (in the majority of cases this is the same). As some other posts have indicated - our terms also indicate that PCSpecialist cover for the packaging provided by PCSpecialist in the event damage occurs.

2) In the unlikely event that a customers component becomes faulty, PCSpecialist maintain relationships with top level suppliers and manufacturers. In the vast majority of cases, if PCSpecialist have a faulty part, the manufacturer will take that part back and either repair it for the customer, or issue PCSpecialist with a remedy such as a direct replacement. PCSpecialist do not dispose of faulty items, the manufacturer warranty terms on items will ensure a replacement is made available as long as the original part is returned. Items are protected from faults and defects under those manufacturer warranties (and thus PCSpecialist warranties provided at sale). However if the goods - whether faulty or not - become damaged, the manufacturer warranty is void, PCSpecialist would not receive a replacement from relevant manufacturer, ans such PCSpecialist would not replace an item that is deemed to have been damaged in a customers care and handling. How the damage has occurred and if the goods were packaged in accordance to our terms is subject to investigation - I am not commenting on the investigation or outcome - which is ongoing.

I hope we can resolve this with you promptly. As @ubuysa highlighted, our customer care team will work through this with you.

I just had a manager call me back and tell me there’s nothing you can do, I owe the full £1700+ and the reason is I put a blanket in the box, I’m in tears at this. Never have I heard such negligence from a company, anyone in the world would know I did what I could to protect the system and your terms do not state anywhere you can’t pad out the box, only that you must use packaging supplied by pcs.

I am now going to have to go to court over this and sour a 8+ year relationship with a brand I had nothing but positive things to say about, the sticking point is the foam provided was ontop of the box inbetween the blanket, which has obviously happened in transit, I DID package the system according to the guidelines, and no one is willing to help me.

I don’t have the money, but I do have enough to go to small claims, which I cannot belive I’m typing out. If someone with a heart looked at this issue how could they come to the same conclusion. I did what I was asked and now I’m out £1700.

Heartbroken doesn’t cover it.

 

[Scott]

Sincere sympathy with how the situation has developed but as it's now a legal matter the situation has grown out of the scope of what the forum can provide. Locking the thread now.

 

[Monarch]

Thank you @Scott, @sigoth,

I understand the matter is now being moved to and handled by the formal complaints team going forwards and I hope we can bring a resolution to you.

My understanding is that the goods received by PCSpecialist had the duvet / blanket around or over the PC as the first layer and that the PCSpecialist provided end caps were not on the PC itself or making contact to the PC across the top, but were loose to the sides. It is for this reason that the initial advice provided to you by the returns team was that the machine was not properly packaged. Their finding that the foam end caps were not slotted onto the PC as is instructed or intended (upon opening to unpack your box). It appeared that the duvet was in such a way covering from the top and all sides of the PC, that the end cap would not have been able to make direct contact to the PC and slot into place it is designed to protect. This is the subject of the ongoing investigation.

I hope you can get the answers you need and encourage you to interact with the complaints team in writing once you receive a response from that team. you should be aware that once you submit a formal complaint it is unlikely the first line agents who answer calls will have the full details of your case, nor will they be in a position to make decisions to alter the course of the matter, as such I encourage you to follow-up by responding to the complaints team directly to ensure you are being handled by that single point of contact.