Surely it's possible?

M

mikesaa309

Silver Level Poster
Hi all,

Bit of a long post, but bare with me,

While I don't want to be another moaning customer about stock and delays etc I just want to know why it isn't possible for PCS to have a automated stock system that lets customers know whats in or out of stock. Considering a vast majority of computers on this site use the same components, surely it's easy to set the website up to display whether a cpu or graphics card is in stock or not? And further more to send out an automated email to customers if a part does go out of stock?

While I'm aware that not many people will post positive experiences they've had with PCS, there is still a vast majority of customers complaining about how there pc or laptop is taking ages and then finding out that a part is out of stock. I also would have though with PCS having the money to spend on TV adverts surely they can hire more staff or afford to pay staff for over time to clear any back logs?

This is my first time ordering any custom pc/laptop so I can't talk on any prior experiences with PCS or any other website. I'm not going to sit here and say that it's appalling customer service as I do understand they are most likely busy and only have a finite number of staff to complete orders I just feel that a better stock notification system could easily be implemented as for me it's not really the wait that is bugging me but the fact I have no idea why it's taking so long even though I was told everything is in stock. I'm hoping to get my laptop this week and have amended my order for the 5 day fast track hoping it will make a difference but I'm not holding my breath.

I personally don't have the cash to buy any more pc's or laptops anytime soon and the only reason I'm able to buy one now is from injury compensation from a motorcycle accident back in January but I'm sure other people in the future would want a company they would love to come back to. That said I was tempted to cancel the order and go to another site where I have found a similar priced laptop that is the same as the Octane II that I ordered here but then figured it could be the same situation if not worse so didn't bother I'll just have to be patient. I still feel like PCS is a good company and would use it again if I had the money but just wish there was more notifications on why builds are delayed whether that be a stock issue or just lots of orders.
 
GeorgeHillier

GeorgeHillier

Prolific Poster
mikesaa309 said:
Hi all,

Bit of a long post, but bare with me,

While I don't want to be another moaning customer about stock and delays etc I just want to know why it isn't possible for PCS to have a automated stock system that lets customers know whats in or out of stock. Considering a vast majority of computers on this site use the same components, surely it's easy to set the website up to display whether a cpu or graphics card is in stock or not? And further more to send out an automated email to customers if a part does go out of stock?

While I'm aware that not many people will post positive experiences they've had with PCS, there is still a vast majority of customers complaining about how there pc or laptop is taking ages and then finding out that a part is out of stock. I also would have though with PCS having the money to spend on TV adverts surely they can hire more staff or afford to pay staff for over time to clear any back logs?

This is my first time ordering any custom pc/laptop so I can't talk on any prior experiences with PCS or any other website. I'm not going to sit here and say that it's appalling customer service as I do understand they are most likely busy and only have a finite number of staff to complete orders I just feel that a better stock notification system could easily be implemented as for me it's not really the wait that is bugging me but the fact I have no idea why it's taking so long even though I was told everything is in stock. I'm hoping to get my laptop this week and have amended my order for the 5 day fast track hoping it will make a difference but I'm not holding my breath.

I personally don't have the cash to buy any more pc's or laptops anytime soon and the only reason I'm able to buy one now is from injury compensation from a motorcycle accident back in January but I'm sure other people in the future would want a company they would love to come back to. That said I was tempted to cancel the order and go to another site where I have found a similar priced laptop that is the same as the Octane II that I ordered here but then figured it could be the same situation if not worse so didn't bother I'll just have to be patient. I still feel like PCS is a good company and would use it again if I had the money but just wish there was more notifications on why builds are delayed whether that be a stock issue or just lots of orders.
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Because a lot of the time the items will be in stock before your computer reaches the build stage, it's only if there's a delay in an order that they won't have stock, which means they wouldn't have know that prior anyway. They notify customers that stock isn't in if the item is only available to preorder, for example they did so with the defiance 2 laptop.
 
DeadEyeDuk

DeadEyeDuk

Superhero Level Poster
Really need to bookmark PaulH's reply about this. Could be a useful thing to have handy, if not a sticky then at least to reply with when people have concerns. Pretty much says what you did George, but just straight from the horses mouth :)
 
M

mikesaa309

Silver Level Poster
That's understandable but I'll use my situation as an example. I ordered my laptop 2 weeks ago and has been in pre-production since. I chose the i7 6700 which said nothing about pre-order on the drop down list only the i7 6700K was pre-order only. I emailed PCS and was told that all parts were in stock and should go into building stage in a few days, this was last week. I rang up Friday and was told that the i7 6700 was out of stock and so I changed it to the i5 6600K and that it'll go into building either later that day or Monday (today). It's still in pre-production though. I can only hope that it is in building and that they've forgotten or haven't got round to updating the status or that it'll go into building tomorrow. I have amended the order for a 5 day fast track hoping it'll speed things up. Only issue I have is that I've not been told of any other issue and as far as I'm aware everything else is in stock and ready for building.

Only reason I found out about the i7 6700 being out of stock was because I rang up otherwise I'd just be assuming they're extremely busy. I really don't wanna come across as another moaning customer but this is just my personal experience and I do understand the implications and possible delays of a custom built system but have read a lot of posts since joining this month on people having issues with stock and other delays.
 
GeorgeHillier

GeorgeHillier

Prolific Poster
mikesaa309 said:
That's understandable but I'll use my situation as an example. I ordered my laptop 2 weeks ago and has been in pre-production since. I chose the i7 6700 which said nothing about pre-order on the drop down list only the i7 6700K was pre-order only. I emailed PCS and was told that all parts were in stock and should go into building stage in a few days, this was last week. I rang up Friday and was told that the i7 6700 was out of stock and so I changed it to the i5 6600K and that it'll go into building either later that day or Monday (today). It's still in pre-production though. I can only hope that it is in building and that they've forgotten or haven't got round to updating the status or that it'll go into building tomorrow. I have amended the order for a 5 day fast track hoping it'll speed things up. Only issue I have is that I've not been told of any other issue and as far as I'm aware everything else is in stock and ready for building.

Only reason I found out about the i7 6700 being out of stock was because I rang up otherwise I'd just be assuming they're extremely busy. I really don't wanna come across as another moaning customer but this is just my personal experience and I do understand the implications and possible delays of a custom built system but have read a lot of posts since joining this month on people having issues with stock and other delays.
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It may very well have been stock when you ordered the machine, but they don't "reserve" the stock for your build, since other machines might need it quicker, for example people using fast track. This means computers that are about to be build will use those components. They don't stockpile components as they tend to decrease in price very often and means that PCS would have to start charging more to cover themselves
 
M

mikesaa309

Silver Level Poster
Could some sort of notification system not be implemented though? Even if the delay isn't because of stock surely it's possible to make a system that automatically notifies customers of issues?

For example if they have a lot of orders in surely a simple "if orders are greater than X" type thing could automatically send an automated email out to customers to tell them there order will be delayed because of this? Even the stock issue if it is in stock when I order but due to a fast track order that part is used in another laptop before mine surely it's not difficult to have a system where when the stock is gone it will automatically send an email out to all people who ordered that part? I assume they already have an internal stock system in place all they'd need to do is set up automated emails and a automated way to monitor this.
 
Glissov

Glissov

Bronze Level Poster
GeorgeHillier said:
Because a lot of the time the items will be in stock before your computer reaches the build stage, it's only if there's a delay in an order that they won't have stock, which means they wouldn't have know that prior anyway. They notify customers that stock isn't in if the item is only available to preorder, for example they did so with the defiance 2 laptop.
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Of course they know before. They know how many orders have been accepted (paid for and confirmed). They know how many of "X" parts they have. So they know if they have enough.
My guess is that they hope that the lead time of "X to Y" days means their next shipment will arrive. It probably takes 14 days (+/- a day or two) for new stock to arrive, which is just shy of the lead times.

This method makes sense, they don't have excess stock and they keep "close enough" to lead times. People aren't really complaining about lead times, they are complaining about the lack of communication.
They do not notify customers that stock isn't in, I can tell you this from personal, 1st hand experience. Therein lies the problem, they simply do not communicate.
Also; I have emailed AND submitted a web-form (I haven't complained about it) but it gives me sufficient evidence to say without a shadow of a doubt that communication is poor. Poor is being nice about it since so far its non-existent.

I ordered a Defiance laptop (13-10-2015 @ 21:18:26). I haven't complained or called because I am waiting until my order reaches the maximum current lead times. However as mentioned above, I have submitted queries, as other forum users have left me paranoid. Something PCS could easily avoid by updating their status update page here: https://www.pcspecialist.co.uk/forums/showthread.php?44744-PC-Specialist-Status-Updates.

It would also be very, very easy to create a list of current queues, doesn't need to be anything sophisticated, just an orderly file of how many systems are waiting in pre-production status, sorted by date orders were confirmed.
That way you would know for example that "20 other people ordered laptops before you". Even if customers moved up the list by 1-3 places per day, at least we would see progress.
 
Glissov

Glissov

Bronze Level Poster
I do think that people tend to forget that the lead times are working days though. It has been 13 days since I ordered but only 9 working days.
I recently saw a post, possibly two, where customers were complaining that they could not even get through to talk when they called. I find that a little disturbing but on the one time I called I got through right away and the teller; Mathew was very pleasant, despite what he told me not holding true. However PCS seem very keen on emphasizing their willingness to talk;

We're open Monday - Friday 9am - 8pm and on Saturdays 9am - 5pm with no expensive call charges! It's cheap to call us on 0333 011 7000. Calls to 03 numbers are included in your standard network minutes from mobile phones when on contract and also any inclusive call packages from land-lines. If you do not have a call package or you are using pay as you go, the cost of calls is the same as to 01 and 02 numbers.
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Unlike other companies, we actually know what we are talking about. We are based right here in the UK and have a team of genuine enthusiasts as opposed to text-book trained employees based on the other side of the planet. We are willing to talk you through what computer will be best for your needs on our lo-cost telephone number.
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sourced: https://www.pcspecialist.co.uk/why-buy/

I can only hope that the unhappy customer was exaggerating on the number of times and duration's of the attempts. Due to the non response of email/web form however, I am left feeling unsure.
 
B

Billydes

New member
It is not the waiting that many of us are moaning about it is the lack of communication we get from this company and when we phone we get mis-information given to us just to stall us. The respect this company seems to have for their customers is a joke and maybe the customers should stare to boycott this company to insure they accept they treat us thier customers with the respect we should have. I ask you would you accept this quality of service from other retail outlets i think not you would go elsewhere. I have and get far better service

A very Unhappy Customer
 
GeorgeHillier

GeorgeHillier

Prolific Poster
Billydes said:
It is not the waiting that many of us are moaning about it is the lack of communication we get from this company and when we phone we get mis-information given to us just to stall us. The respect this company seems to have for their customers is a joke and maybe the customers should stare to boycott this company to insure they accept they treat us thier customers with the respect we should have. I ask you would you accept this quality of service from other retail outlets i think not you would go elsewhere. I have and get far better service

A very Unhappy Customer
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Do you have any proof that they're purposefully giving you false information? I don't think so...

They have 30 working days to fulfill your order and any dates given are estimates. They may say component X Is in stock when you order and that may be true at the time, but when your build is up they may have run out of stock and the next order might be delayed, which us exactly what has happened
 
L

LFFPicard

Godlike
Sigh, not another one of these threads. I believe myself and PaulH have already answered this. I to be honest have had to answer this pretty much twice a day and don't think I can do it again.
Use the forum search.
 
GeorgeHillier

GeorgeHillier

Prolific Poster
LFFPicard said:
Sigh, not another one of these threads. I believe myself and PaulH have already answered this. I to be honest have had to answer this pretty much twice a day and don't think I can do it again.
Use the forum search.
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ihavenoideawhatiamdoing said:
You should put the link to where this question was answered in your signature
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I think it would be best if we made a post which answers all the commonly asked questions for people to read. I might do it tonight and see how it goes
 
B

Billydes

New member
I have still got the emails sent to me so yes i have proof. Oh yes i wonder if anyone else has heard the scuttlebug rumours about this company ?????

I really wonder why some people will accept all the crap some companys try ang give out
 
GeorgeHillier

GeorgeHillier

Prolific Poster
Billydes said:
I have still got the emails sent to me so yes i have proof. Oh yes i wonder if anyone else has heard the scuttlebug rumours about this company ?????

I really wonder why some people will accept all the crap some companys try ang give out
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What misinformation did they give you? Was it purposeful? PCS won't lie to you on purpose...

Also, if it's to do with stock then it's not them giving out "crap", as explained before they don't keep large stock
 
keynes

keynes

Multiverse Poster
Billydes said:
I have still got the emails sent to me so yes i have proof. Oh yes i wonder if anyone else has heard the scuttlebug rumours about this company ?????

I really wonder why some people will accept all the crap some companys try ang give out
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Please do post the emails so you can make your point.
People have different expectations of service, some are not in a rush and can wait others read the T&C and can wait the 30 working days if needed.
 
F

FireWalkerX

Member
im waiting for a build to finish, but the way i see it, what you pay for is a build that will be done as fast as possible, through the queue system, but may take up to 30 days, always remember days are counted as working days, not weekends and holidays. they keep a small stock to be able to change the prices fast to follow the marked prices, which can only be good for the customers, since they always get to pay as close to marked price as possible. when my laptop broke down sunday, i opted to pay for the fast track, and my order is now in testing stage, so, my advice, if you cannot wait, is either buy a finished laptop, or opt for the fast track, you have to remember, these guys are putting together custom laptops, and put those laptops through testing to try and catch as many "problems" before they head out to the customers.

just my 2 cents..
 
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M

mikesaa309

Silver Level Poster
Like people have said though it's not the waiting that is the annoying part. We totally understand the possible delays and stock issues it happens no matter what company but from other posts I've read on the forums the underlying problem is the lack of communication. 12th working day and laptop is still in pre-production despite being told on the phone that it most likely will be in building by Monday (yesterday). I do know this is not a guarantee that it'll definitely be in building and understandably could be another issue but my issue is that I have not been told why it's still in pre-production.

The waiting part is fine it's just the not knowing why I'm waiting that is the annoying part. I'm going to wait until 4pm and if it still hasn't moved into building will give them a call to find out what is going on as I was told that every other component I chose was in stock when I phoned last Friday which is why I was told it would most likely go into building before hand.
 
L

LFFPicard

Godlike
L

LFFPicard

Godlike
GeorgeHillier said:
I think it would be best if we made a post which answers all the commonly asked questions for people to read. I might do it tonight and see how it goes
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I am up for that if you want a hand, maybe Keynes and co want to put some FAQ's forward as well. We all been here long enough to know something useful :)
 
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