PCS Showing Stock before ordering. Please Comment!

[PCS]

In response to many posts on our forums over the years, we are considering showing our current stock levels when you proceed to order a computer or laptop. We are considering showing this on the page as per the image below:

Let me firstly explain how our stock ordering system works:

We are constantly ordering in stock across all lines. Sometimes this means that we will have thousands of items in stock and at other times it means we will have just a few items in stock. On some lines we occasionally have more orders for items than we have in stock, but we always have stock and therefore this never causes any delays to orders.

When you place an order we provide an estimated lead time and this is automatically calculated based on our mean average. Therefore some orders will be dispatched quicker than this and some orders will be dispatched slower than this. At the time of ordering we may well be working off a 10 working day (2 week) lead time and we might have 500 items in stock. However, because stock is not allocated to an order when it is placed it might mean that by the time your order comes to be assembled we might no longer have that item in stock. Of course - we will have ordered this item in but if the item goes into allocation/constraint/it snows/the port is closed due to high winds/the lorry breaks down etc etc then this might cause a delay to the completion of your order.

So - if we stated to Mr Smith on our website at the time he placed his order that there were 250 items in stock, he is going to be disgruntled if his order is delayed because we have sold out of an item. He will of course say "why wasn't this item allocated to my order because it was in stock when I placed my order"............on the other hand, we have Mr Bloggs saying "Your website should show me how any items are in stock before I placed my order, otherwise I would have ordered a different component".

The reality is that items in stock now may paint a very different picture to items that are in stock in 2 weeks time.

What will also happen is that customers may refrain from ordering stock that is not available, only for it to suddenly turn up a day later.

What do you think we should do?

 

[blindhamster]

put stock levels and maybe next ESTIMATED stock date.
then just keep your disclaimer about having up to 30 days to finish an order.

Your current system is pretty good anyway IMO, being unable to fast track if stuff is out of stock is generally 'good enough'

 

[paul1224]

For me it is quite simple.

Keep it as it is, i.e. these are the components that you can build your PC with and that we sell and give the estimated build time as before (with all the usual guidance that these are approximates).

HOWEVER if when the build is started it is obvious that a component has become out of stock at that stage contact the customer and inform them of this and give them 2 options:
1. An alternative component if they don't want to wait.
2. Wait until you have the new stock and give them an approximate idea of how long and keep them informed if this is exceeded.

That way you guys can sell the products without misinforming customers and the customer if they are affected by a component being out of stock is given the 2 options of how to proceed (unless they want to cancel it completely).

For me the issue isn't so much that stock can be sold out, it is vital that the seller, i.e. PCS keep the customer informed of the situation and offer them alternatives if possible. People are impatient yes but they are even worse if they are not aware of WHY there is a delay and offered solutions or timescales to the issue.

 

[pagepack]

Unless stock is allocated at time of order you could just be creating a different problem, that of people expecting no issues with stock and by the time their order reaches build stage you are waiting on stock for components that were in stock when the order was placed.

I think it would be useful when a component will clearly not be avaidable for a number of weeks to list this and give an ETA, with a proviso that it is an ETA and subject to change. This may of been useful with the current shortage of gtx 680s.

 

[keynes]

Considering the detailed explanation you have provided I cannot think of an efficient way of showing live stock, orders are put in a queue and details of stock today may be completly different next week. I'd only suggest increasing the lead times to avoid dissapointment if an unexpected issue takes place with stock and adding a small comment on highly demanded items that could cause a delay in the order.

 

[marvir]

Hmm.. Maybe show your place in the queue when/if they order now? I'm not actually sure how to do it any better. It is good that this is explained to potential customers though, coz like I did, I didn't know how the order system quite worked, but once I found out I understood.

 

[DeadEyeDuk]

Echoing some of the comments above, I think it may serve customers, as well as yourselves more to have a more transparent update system for when things go out of stock once an order has been placed. At the end of the day people's choice of PC build should be based on what they want, not what PCS have in stock. Therefore the ordering process should remain the same. However, if during PP an item goes out of stock (or in fact IS out of stock when they ordered) that customer could be notified either by email or on their account page. Similarly, when an item comes back into stock, and is designated for that build, the customer could be informed again that this is the case. (This would work as well if someone ordered knowing it was OOS, but PCS had a delivery ordered for the next few days).

You can't please everyone, as you highlighted in your example...you either confuse the situation or deter people from ordering, when they could and still receive it within the lead time.

 

[DeadEyeDuk]

Hmm.. Maybe show your place in the queue when/if they order now? I'm not actually sure how to do it any better. It is good that this is explained to potential customers though, coz like I did, I didn't know how the order system quite worked, but once I found out I understood.

I think the issue with places in queues is that they will no doubt change at a different rate for different people depending on components etc. You may be 20th in the queue but not move for a week due to parts, whilst some would of course go ahead. Conveying actual figures to customers is always dangerous (like actual stock levels, or indeed queue position) because it invariably leads to more disappointment than it alleviates

 

[tom_gr7]

I'd leave it as it is personally, from my understanding (may be wrong), whilst waiting in pre-production components that your build requires are ordered in, So if Joe Bloggs goes to order, sees no (inset component) they may go, oh am not ordering from PCS as they don't have any (insert component) in stock.

 

[dersta]

" At the end of the day people's choice of PC build should be based on what they want, not what PCS have in stock. "

You hit the nail on the head with that comment Deadeyeduk !!

In the case of the GTX 680 graphics cards, I dont want to choose a lesser value card to speed up the build of my pc, I want what is advertised on the site and what I selected to be in the configuration of my pc.

 

[Diem]

It might be useful to know which items commonly run short of stock - for example the GTS 680 problems recently are possible to discover if you check the forums, but not on the website. If you're actively contacting customers to suggest replacements, then perhaps adding a note about the global shortage to this page might be helpful (to everyone).

On the other hand, if you're after a relatively simpler i5 / low-to-mid-range GPU / Samsung RAM affair things might be more simple (*cough* is this true *cough* )

 

[marvir]

I think the issue with places in queues is that they will no doubt change at a different rate for different people depending on components etc. You may be 20th in the queue but not move for a week due to parts, whilst some would of course go ahead. Conveying actual figures to customers is always dangerous (like actual stock levels, or indeed queue position) because it invariably leads to more disappointment than it alleviates

That's a good point, but my idea was just a queue position. It's basically the same system as it is now, but I think it helps to get a better grasp of how far away you are.

Maybe when you order, you get your position in the queue, just so customers have a visual, and you get a notification every so often, or when you are basically next in line, along with notes perhaps of, status of components, etc etc. I think it's a good start..

"Thank you for your order. You are in position #47 in the queue. You will receive a/n (some sort of) notification once you are next in line (or in the next batch) to go into the build stage, with the status of your order (components complete/incomplete, needed with an ETA on missing parts)"

What do you guys think? It's still lacking, but it's an idea

 

[Finn]

stock is not allocated to an order when it is placed it

Personally speaking, that is what I find most objectionable about the order system. We are internationally known as a nation of queue'ers, its safe to say that we have quite a strong sense of fairness. The expectation is that when you place your order, you have received your ticket in the queue and that includes the allocation of stock. Your system works well when there are always regular deliveries and no shortages or E.o.L. but unfortunately when that isnt true is precisely the times that customers end up most annoyed.

For instance, at what point do you stop taking fast tracks of items? When the existing stock is below a set level (or none) or when the stock is below the amount in the queue? I assume, since you dont allocate to orders, its the former so potentially a fast track ordered later could take an item that would have gone to a pre-existing order causing them to wait longer.

From the customers point of view, when PCS accept an order the expectation is that you will do everything in your power to complete that order in as timely a manner as possible, its understandable that there is a build queue, but if you then accept an order for the same item from someone else then it seems like you are no longer acting in good faith.

From my point of view the most transparent solution is to show real time stock levels - WITH ALLOCATION from point of order. If an item is out of stock then show it as, but also show when stock is expected in. The only thing that should bump a customer off an allocated item is an RMA or failed test. Ideally you should keep enough stock unallocated to cover that eventuality but I dont know how feasible that is.

What doesnt really help the current system is that because you take the money up-front it feels like you have no incentive to speed up an order. You're sitting on the customers money so are earning any interest etc so from the customers point of view it can feel like you are quite happy to make them wait (I'm sure that isnt the case).

 

[Maestro]

Yes we have no intention of making customers wait. As far as sitting on a customers money , so we make more interest. I think the amont of interest earned from a business account nowadays would maybe buy a cup of tea.

Lets be clear. Every single order gets stock allocated. As the op said, we either have in stock or on order enough stock for every single order we have reiceved. The issue is informing customers what items are currently in or out of stock at any particular time and would it serve any purpose.

At the end of the day there is a queue, and when you get to the top, your order is built. If an item is out of stock at this point, dependent on the info we have at the time regarding anticipated arrival, we will either wait until it arrives, build the pc without the part if it can be easily inco-orporated when it does arrive. or contact the customer and offer an alternative if there is a big delay.

Dont forget that the vast majority of customers get their order within the specified approxmiate lead time given, and almost all within the time that every customer has allowed us (30 days) by agreeing to the terms and conditions of sale. Even when we advertise say 11-13 working days for delivery, you would be amazed at the amount of customers who start sending emails and calling up and often start getting aggressive after about day 5.

With regard to fast tracks, these are queue jumpers, lets be honest. Wether you like it or not or feel put out that some people pay for the priveledge of pusing in, it is a fact of life. Wether you go to alton towers and pay for the fast track ticket, or get the premium service with ryanair which lets you board first this is a fact of life in a capatilist economy. Money speaks. However, what some of people left standing in the long queue fail to realise is that they have been subsidised and are paying less overall, because of the extra revenue that is generated by those willing to pay.


The point I am trying to make is that - You can please some of the people some of the time all of the people some of the time some of the people all of the time but you can never please all of the people all of the time?

The proof of this lies within this thread. Everyone has different ideas, suggestions, objections, or is happy with the status quo.

 

[Finn]

With regard to fast tracks, these are queue jumpers, lets be honest. Wether you like it or not or feel put out that some people pay for the priveledge of pusing in, it is a fact of life. Wether you go to alton towers and pay for the fast track ticket, or get the premium service with ryanair which lets you board first this is a fact of life in a capatilist economy. Money speaks. However, what some of people left standing in the long queue fail to realise is that they have been subsidised and are paying less overall, because of the extra revenue that is generated by those willing to pay.

Thing is there is a world of difference between having a fast track jump to the front of the queue and having a fast track take the last item that you may have considered your own. Using your alton towers example, if I was stood in the queue all day, was next in line and a fast tracker walked up, walked in at which point the staff turned around and said sorry, that's it for the day you cant get on the ride then I would be absolutely livid. I'm in no way a violent person but I suspect I would end up hitting someone.

I have no idea if alton towers fast track system works that way or if that could potentially happen, I would certainly hope not.

 

[Maestro]

It does I’m afraid. If you’re at the front and a fast tracker walks up to the front of the fast track, guess who goes first. He’s paid for the privilege and subsidised your ticket cost.

 

[Finn]

That wasn't the bit I was unsure about, it was whether they would close the ride down with people waiting in queue. I'd hope that the "queue" would be closed in advance, and then the ride only closed once the queue was empited

 

[Diem]

That wasn't the bit I was unsure about, it was whether they would close the ride down with people waiting in queue. I'd hope that the "queue" would be closed in advance, and then the ride only closed once the queue was empited

In your theme park example they would close the normal queues first, when the park is closing, so if you were in the queue you'd be able to ride. What the fast-track ticket could possibly offer is being able to ride even if the normal queue is closed. Again, it's all about lead time - the theme park knows how long it takes for a queue of a given length to clear. They'd close it an appropriate lead time before the park closed.

To those mentioning queue position, it's interesting that you'd find it helpful. However if you're #47 in line, what does that really mean, unless you know how many machines can be built in parallel? Unless you know that there's one, ten, twenty or whatever people building systems, it doesn't give you much additional information (unless it's a placebo effect, which shouldn't be under-rated).

If you can approximate the throughput rate of the queue you can perhaps work out how long it will take, however this is commercially sensitive information to PCS which they might not like to share in a public forum. Even if it's only available after an order is placed, there would probably be sufficient people discussing their placing for anyone to work it out (perhaps with a greater degree of accuracy, given industry knowledge).

Now, this might not be a major concern for PCS, but times are tough and a business would want to consider how much help they are giving to competitors in a reasonably transparent and commoditised industry.

 

[Buzz]

Hello PCs and all,

My thoughts on this are kind of mixed. Coming from my experience with PCs, ordering other stuff from other companies online, and from my own jobs over the years.

The way it is now cant really work for everyone as with the fast track option someone will always be lowered down in the list. At the same time, if the stock amount is shown on the order site that would still cause issues, as someone orders it, gets it, fast track comes along and takes it anyway.

The only way I can see a full solution to this is with cost. Basically a scanning system would need to be put in place. Stock is labeled when arrives with bar codes. When someone comes on and places an order, and PCs go to make that order those parts are then scanned OFF the system, so when another person comes along to order even if they try to order fast track the system on PCs end will not show up the parts if are out of stock on the configuration page in the first place so the option to people buying wouldn't be there at all.

What could be then implemented would be beside the out of stock part on the config page, would be for eg 680 (out of stock) and a click for more info page can be opened from there explaining the out of stock issue with what ever part and if the customer would like to still order their computer with this part then click here, then it would divert back to the config page with the stock part in their order in red or what ever.

I really cant see any other way of doing it so that everyone would be happy. The way it is works on a 50-50 basis. When stock is there and comps can be built its great, or if people know the situation and can refrain from the F5 key syndrome, then there is no problems, but the issue is not everyone can wait, or wants to wait a month for a build etc, so there will always be a certain amount of issues as it is.

But for change a hole new scanning system or some kind of implementation on PCs side would have to occur. As we rely on Pcs for our comps, PCs rely on other companies for their parts and so on, so somewhere along the lines parts are always going to go out of stock and if the stock cant be replenished in time for what ever reason then its gonna cause problems for everyone. As it is now I believe that even if a part is out of stock it wont say it even if you order fast track so yeh all in all, I personally think either keep it as it is, as it works most of the time, or implement a stock scanning system with handheld scanners and stock bar codes.

 

[Pete]

From what i remember of the config and ordering process it was fine, but then i was lucky enough for my build to sail through without a hitch.
How about (and sorry if anyone else mentioned this, i skim read most replies as i'm in work) rather than "123 in stock" you're a bit more general : plenty, limited, on order / awaiting stock etc ? and in the extreme "very limited uk supplies" for the newest gear or when factories are flooded !!

as others said it's the build they're after but this might help people when deciding between two similar hard drives, psu's or graphics card etc ?

just my 2p's worth.