Terrible service, call center had no idea what was going on.

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m1tchy24

Member
I have just waited on the phone for 1hr 40 minutes to enquire about the NOVA 15 Laptop as they are advertised as supporting an RTX 2070 GPU however the only options in the configurator are the 'GTX 1660 Ti' & 'RTX 2060' so i called to enquire whether it was out of stock, discontinued or was possible to pre-order one (i know they are rebranded clevo's and pcspecialist imports them)
Upon answering the phone i just got told that he doesnt know anything about it. Absolutely awful customer service where the guy seemed uninterested and wouldnt even attempt to help with my queery.
Is there anyone on here that could help with getting hold of a staff member who can help or at least give a clear answer?
I don't believe i have ever experienced such bad customer service before and would like to know if anyone else has had such a bad experience, I had high hopes of my queery being sorted and recommending this company to friends but at this time i would tell them to stay well clear.
 
L

Little_Miss_Naughty

Bronze Level Poster
m1tchy24 said:
I have just waited on the phone for 1hr 40 minutes to enquire about the NOVA 15 Laptop as they are advertised as supporting an RTX 2070 GPU however the only options in the configurator are the 'GTX 1660 Ti' & 'RTX 2060' so i called to enquire whether it was out of stock, discontinued or was possible to pre-order one (i know they are rebranded clevo's and pcspecialist imports them)
Upon answering the phone i just got told that he doesnt know anything about it. Absolutely awful customer service where the guy seemed uninterested and wouldnt even attempt to help with my queery.
Is there anyone on here that could help with getting hold of a staff member who can help or at least give a clear answer?
I don't believe i have ever experienced such bad customer service before and would like to know if anyone else has had such a bad experience, I had high hopes of my queery being sorted and recommending this company to friends but at this time i would tell them to stay well clear.
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Sounds possibly like a lad I dealt with a few weeks ago, sounded quite young and didn’t care at all and was not interested in problem solving.

I will promise that there are knowledgeable guys on the helplines and are usually very helpful.

Not acceptable waiting all that time to get a guy who can’t be bothered.
 
ubuysa

ubuysa

The BSOD Doctor
This was posted only last Thursday in relation to the Nova. Based on this the answer is likely to be no I'm afraid. (@SpyderTracks generally knows what he's talking about).
SpyderTracks said:
They've run out of stocks of the 2070, the 2000 series laptops are right at the end of life with 3000 series chassis being announced in January. It's very likely that they won't be getting more stocks in.
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I would advise you to email [email protected] with the name of the person you spoke to. If you don't know their name then the date and time of the call should be enough for them to locate the person you spoke to. PCS need to know when things go wrong otherwise they can't correct them. :)
 
M

m1tchy24

Member
Little_Miss_Naughty said:
Sounds possibly like a lad I dealt with a few weeks ago, sounded quite young and didn’t care at all and was not interested in problem solving.

I will promise that there are knowledgeable guys on the helplines and are usually very helpful.

Not acceptable waiting all that time to get a guy who can’t be bothered.
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It sounds like I had the misfortune of dealing with that lad, I would try calling again but ive already wasted a large portion of my day on hold. I will try emailing the support email again as i havent had any reply for over 2 days. They seem like a difficult company to get hold of and makes me wonder if its worth sepending so much on a laptop from them with little to no support.
ubuysa said:
This was posted only last Thursday in relation to the Nova. Based on this the answer is likely to be no I'm afraid. (@SpyderTracks generally knows what he's talking about).

I would advise you to email [email protected] with the name of the person you spoke to. If you don't know their name then the date and time of the call should be enough for them to locate the person you spoke to. PCS need to know when things go wrong otherwise they can't correct them. :)
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I will do that, thankyou :)
 
C

CameronWoolf630

Member
Hi,

No excuse for the guy you eventually got on the phone. As for your email though they will get back to you. It took 3-4 days for them to reply to me. They have minimal staff due to Xmas and COVID.
 
M

m1tchy24

Member
Nursemorph said:
Assuming you are not accessing the site from a mobile phone, you could utilise the Live Chat function...much cheaper than a phone call (not surprising given it's free!). To access it, go to the contact page on the main website and the chat widget will appear in the bottom right of the screen
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That was my first idea, however the Live chat was unavailable and has been everytime i tried it. I was even constantly checking while on the phone, but thankyou.
 
S

SlimCini

KC and the Sunshine BANNED
Rang talkmobile today as my mobile Internet stopped working. Answered on second ring. Turns out he was on Egypt. Within 10 seconds of asking what phone I was using he talking me through all the APN settings that a Samsung update had broken. Fixed in 2 minutes. Now THAT is customer service.
 
jamiephillips909

jamiephillips909

Godlike
I
SlimCini said:
Rang talkmobile today as my mobile Internet stopped working. Answered on second ring. Turns out he was on Egypt. Within 10 seconds of asking what phone I was using he talking me through all the APN settings that a Samsung update had broken. Fixed in 2 minutes. Now THAT is customer service.
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In fairness tho a valid point your comparing a communications company with a pc building company in terms of numbers of employees who are purely paid to answer phone calls I would imagine it would be 20 pepole at pcs compared to 4000 for vodaphone (parent company ) and talk mobile
 
G

Gavras

Master Poster
SlimCini said:
Rang talkmobile today as my mobile Internet stopped working. Answered on second ring. Turns out he was on Egypt. Within 10 seconds of asking what phone I was using he talking me through all the APN settings that a Samsung update had broken. Fixed in 2 minutes. Now THAT is customer service.
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As @jamiephillips909 said it’s not really a comparison, calling a service whose sole reason for existing is to actually answer calls from customers (and is manned accordingly), the answers sort of in their name Call Centre....


One of the fun bits of business is keeping your head count at the right level so that everyone is almost maxed out, then decide where you could add some slack.

With a set wage bill, do you add more to build team or more to call team...or both but raise price of product.

Of course you can hire temps but that is its own little lucky dip.

(I think 20 would be a bit high personally).
 
jamiephillips909

jamiephillips909

Godlike
Gavras said:
As @jamiephillips909 said it’s not really a comparison, calling a service whose sole reason for existing is to actually answer calls from customers (and is manned accordingly), the answers sort of in their name Call Centre....


One of the fun bits of business is keeping your head count at the right level so that everyone is almost maxed out, then decide where you could add some slack.

With a set wage bill, do you add more to build team or more to call team...or both but raise price of product.

Of course you can hire temps but that is its own little lucky dip.

(I think 20 would be a bit high personally).
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Yeah was thinking more 5-9 trained staff plus you cant hire someone to Read from a script at pcs as they have to have the knowledge my advice on the situation would be to have one phone line for tech support and one for sales but again thats its own nightmare I can imagine its because of the 3080 situation pepole ringing up
 
SpyderTracks

SpyderTracks

We love you Ukraine
jamiephillips909 said:
Yeah was thinking more 5-9 trained staff plus you cant hire someone to Read from a script at pcs as they have to have the knowledge my advice on the situation would be to have one phone line for tech support and one for sales but again thats its own nightmare I can imagine its because of the 3080 situation pepole ringing up
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I think PCS have mentioned that they've taken on more staff and I think that's part of the problem, you have some very new bodies in there who don't really know enough about the products yet to be able to give any concrete advice beyond the basic sales stuff. I'm sure the guy that @m1tchy24 dealt with must have been new, I can't imagine someone like that would be kept on for very long if they weren't just in the door.

Customer service is a real skill though, not everyone is cut out for it, to remain not just focussed on getting the customer the best outcome at all times, no matter how much of a bad day you've had, nor how difficult the person on the other end of the phone is. It's really tough. Some people excel at it, I worked with a guy who was just an absolute charmer and could make the most difficult caller break out into fits of laughter within minutes of answering the phone. Obviously on something like custom PC's and laptops, the underlying knowledge has to be there for them to be effective also. It's quite a challenge to get a good body on the lines.

PCS have some amazing customer service reps though, I know a few of you have dealt with them, they are superb. It's just a shame the OP got a bad un, and I hope that's not their experience the next time they phone.
 
G

Gavras

Master Poster
SpyderTracks said:
I think PCS have mentioned that they've taken on more staff and I think that's part of the problem, you have some very new bodies in there who don't really know enough about the products yet to be able to give any concrete advice beyond the basic sales stuff. I'm sure the guy that @m1tchy24 dealt with must have been new, I can't imagine someone like that would be kept on for very long if they weren't just in the door.

Customer service is a real skill though, not everyone is cut out for it, to remain not just focussed on getting the customer the best outcome at all times, no matter how much of a bad day you've had, nor how difficult the person on the other end of the phone is. It's really tough. Some people excel at it, I worked with a guy who was just an absolute charmer and could make the most difficult caller break out into fits of laughter within minutes of answering the phone. Obviously on something like custom PC's and laptops, the underlying knowledge has to be there for them to be effective also. It's quite a challenge to get a good body on the lines.

PCS have some amazing customer service reps though, I know a few of you have dealt with them, they are superb. It's just a shame the OP got a bad un, and I hope that's not their experience the next time they phone.
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Yep working customer service is a nightmare, there is zero chance I could take the muck (smelly type rhymes with bit) they get, I would be round their house explaining why not to shout down the phone - not really a people person.
 
ubuysa

ubuysa

The BSOD Doctor
m1tchy24 said:
Hiya, i've had a response from the PCS complaints team who described the situation clearly and apologised for the inconvienience. Much more the service i would expect. The agent in question was in training and has been spoken to :)
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Thanks for letting us know. All's well that ends well I guess? :)
 
FerrariVie

FerrariVie

Super Star
m1tchy24 said:
Hiya, i've had a response from the PCS complaints team who described the situation clearly and apologised for the inconvienience. Much more the service i would expect. The agent in question was in training and has been spoken to :)
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And did they answer your question regarding the Nova 2070 availability? If yes, then could you please share it with us here? It might be beneficial to a lot of other people with the same doubt.
 
M

m1tchy24

Member
FeVieira said:
And did they answer your question regarding the Nova 2070 availability? If yes, then could you please share it with us here? It might be beneficial to a lot of other people with the same doubt.
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Within the Email i received from Francesco (From the PCS support team) they answered the question, Pasted below:

I can confirm that as it stands, this chassis is set to “discontinued”, that being, the variant of motherboard that comes with a 2070 fitted is set to discontinued in our stock handling and we have recently sold our last model for the sitting stock we have. I can confirm that at present there are no more of this on order with our supply so I could not confirm how this line may continue in future. It may be that it is due to be replaced with another line of product or it may be that we are no longer able to bring in supply to the same availability as the lower end chassis.
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