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★★☆☆☆

“Good Company With TERRIBLE Customer Care”

written by ekHarding21 on 27/01/2015

I purchased a PC from PCSpecialist (PCS) back in 2010, and to this day it still runs very nicely. Based on those good experiences I decided to go with PCS again for my new PC. Sadly this time was nothing like the first. The reason for such is obvious, PCS has no protocols in place for unexpected delays, unsatisfied customers, or edge cases which warrant more attention than any call rep can give. I must stress that you will only be exposed to the truly horrible side of PCS if things go wrong. If things go according to plan (as with my first PC) everything will turn out great.

My Story:

Ordered PC on 26 September 2014, initial estimate of delivery was 8-10 days. Actual delivery was on 22 October 2014. Almost an entire month.
Very slow, but unforeseen delays can happen.

My problem is the following:
1. Two weeks passed with only one generic email from PCS promising to fill the order. More communication would have been very nice. They were VERY quick to call me about upgrading to a new sound card. Nice that sales remembered my number, a pity that customer care could not do the same.

2. Every single time I called (and I called almost daily form 10 October until delivery) I was told the PC would come shortly. A clear repeated lie, -1 point from PCS.

3. On one of my calls I informed PCS that a colleagues PC (whom I refereed) was ordered AFTER mine and delivered BEFORE mine. When I asked why this was the case, I was told this was impossible since I could not provide my colleagues order number. To quote the phone rep "I am clearly mistaken". Thanks for calling me a liar and the insult. -1 point from PCS.

4. After finally getting through to a very nice and capable phone rep he actually investigated the manner and updated me, rather than just give me another false promise of delivery. Sadly it took about 7 calls to get to this person via dumb luck. My PC was delayed because of a stock shortage (this took about 3 calls to find out) and BIOS issues (this took the magic 7 to find out). BIOS issues which could have very clearly been avoided if I was kept informed. After being informed of the BIOS issues I asked them to change the RAM and my PC was with me shortly after. If I had not called all the time and found this out, who knows when I would have gotten the machine. They were actually waiting for the manufacturers to release a new BIOS. . . That could have taken 1 day, 1 week, 1 month, etc. . . I should have been informed of this. -1 from PCS for lack of information.

At this stage I got fed up and repeatedly demanded to speak to a supervisor or manager. I was told many times he is not in, he is sick, etc. . . Until FINALLY a phone rep told me that you cannot actually talk to a manager. The only way is to file a complaint if you have a problem. I decided it was not worth it and just thanked the heavens my PC was with me and that I no longer had to be insulted by the PCS phone reps.

PCS did decide to compensate for my issues by giving me a free 8GB flash drive roughly valued at £ 10.00. So 1 month for a PC to be built, insulted repeatedly by your staff, delayed in my work and in debt because of that and to say sorry PCS gave me a £ 10.00 flash drive. Another insult considering everything PCS put me through.

70 days later. . . . PC breaks down. . . Joy. Call PCS tell them of the issue. We suspect its the graphics, got the exchange sorted out quickly but still not fixed. The PC has to go in for an RMA. As this PC is for work and I was already initially delayed by PCS I was not happy but I had no choice. Initially they wanted to charge me for sending in the machine but after hanging up and getting the good call rep from before (thank you dumb luck) he was very reasonable and waved the fee. Thank you to him once again +1 to PCS.

One the plus side, the RMA process if very good. I was kept up to date daily and got the PC back in one week. Nothing more to say really, the RMA was great +1 to PCS.

I did end up filing a complaint to PCS about my issues based on the faulty machine and especially on the fact that their staff insulted me on 2 occasions and I could never get a hold of the manager. I filed my complaint with them on the 4th of January 2014 today is the 27 January 2014, still no reply. Very bad customer care PCS. -1 point.

Now my PC seems to be fine. There is a grinding noise that sounds like a dieing HDD but I am hoping that is just paranoia on my part. I really cant afford to send in this PC for repairs again. I am already delayed and in debt because of PCS and the machine having to be repaired.

To Summarise:
If your order develops an issue and you fall through the official protocols and policies of PCS then I am sorry to say that you will have a very negative experience with PCS. You will be insulted, you will be frustrated, and there will be no one to talk to about it.

Unless dumb luck lands you the call rep that helped me.

Good luck to anyone who is in a similar position I sadly found myself in.

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