Problems in showing off my new PC.

[Roobarb]

First of all, i acknowledge that PCS does not want to use these forums as a complaint channel, but they will have to accept this as a persons method of displaying faults with the PCS service.

I like a lot of people read the forum, and reviews before placing an order with PCS (Order date 15/02/11) The forums that i saw, and the pricing from the easy purchase interface made me want to order here. ( forum and independent found reviews sang well of PCS).

Since ordering on the above date, i have been over monitoring the progress, as i have been trying to secure the order ASAP ! As I have mentioned in previous posts, i have outlay-ed a fair amount in purchasing a whole new setup. This has included me upgrading my CPU purchase with PCS to the new over-clocked 990X @4.2GHz on the 18/02/11.

22/02/11 @ 09:59am PCS accepted a fast-track 3 day order from me. Once i saw this go through, i called PCS and spoke to Mathew i think he was called, to confirm IF this meant the service would be 22/23/24 and arrive 25th OR it would be 23/24/25 and pay additional for Saturday pre 10 am delivery for prompt service.

Nope, the chap that answered the phone stated, "I have just got you order from the printer" did the mental maths and said it you would be here by Friday. Which i actually posted on the forums over joyed that my system was ordered and in progress.

This is now where my story turns BAD....... Having initially being told in an initial conversation over the phone, (11 minutes to pick up the phone, 12 minutes on hold to get the details on a possible fast track order). Saying that Tuesday(22nd) was a day that PCS places orders to refresh stock. This with my PCS accepting my 3 day delivery and conversation with PCS seemed they would overnight the ECO 240 ACL they needed for my system and build, test and overnight to me. Since ordering my system has been in pre-processing awaiting the arrival of said cooling system.....

My mood is not enhanced, by people(PCS people) saying, we have plenty of standard ALC units in stock, we can build it then...... NO i paid for the best water cooled unit you have as the 990 CPU is for over-clocking, and the person in question even stated that they had an ASUS person around to show them over-clocking. Having worked in IT for numerous years, and now a PRINCE 2 project manager, i sense that the whole office was collected around this guy screaming "THATS AWESOME, LETS GO FASTER"

Further more, in my IT role, if i promised a customer 3 day arrival, and it was impossible to deliver, my boss WOULD INSIST I get my credit card out and fulfill the order.

Back to the purpose of this post...... PCS may not what issues discussed on this forum regarding there service. But as a customer, i want the best info i can get.

Just so you can check your records, order no is 379159, and if your phone calls are recorded my mobile number will be on your invoice records.

 

[Gorman]

Hello, you are correct about the forums not being the best place for complaints as it is not an official channel. If you wish to make a complaint its best done through official channels as there are procedures in place to make sure the people that need to see it do so and it can be acted on and replied to officially.

We dont mind general discussion on the forums at all, its healthy, good and bad reviews are always welcomed.

So heres the unofficial response to your post.

The fast track service is not guaranteed, and if the deadline is missed then the fee is refunded, its a best shot sort of service and the only thing that will stop it being fulfilled is stock.

The system should not have accepted the amendment you made to make it a fast track, i can only presume that stock levels were off at the time.

The call centre should have cancelled it and not been so optimistic.

Im afraid when it comes to stock its not really about having it shipped in overnight or the amount of credit card waving, if we have run out of a particular item it means that our suppliers cannot get it to us for whatever reason. We cannot simply order a part from wherever it is claimed to be in stock one at a time, although it may have solved this particular problem it opens up a whole rats nest of woe when it comes to warranty and being able to trace where the part was sourced from.

So yes it does look like the ball was dropped on this one and several things went wrong, unfortunately this happens. All i can say is that the machine will be finished as soon as it can be and if the fast track deadline is missed, the fee will be refunded.

 

[Meds]

My mood is not enhanced, by people(PCS people) saying, we have plenty of standard ALC units in stock, we can build it then...... NO i paid for the best water cooled unit you have as the 990 CPU is for over-clocking,

Any suggestion made by a PCS employee or Forum Moderator (in this case it was myself) via the forum will be made in goodwill, we are not to know what mood each an every customer is in when they ask a question, at the end of the day it is text based and not as easy to tell as it would be if we were talking on the phone. I was just trying to offer suggestions as to how you could get your PC delivered a bit quicker, If I caused offence or angered you further by doing so, for that I apologise.

and the person in question even stated that they had an ASUS person around to show them over-clocking. Having worked in IT for numerous years, and now a PRINCE 2 project manager, i sense that the whole office was collected around this guy screaming "THATS AWESOME, LETS GO FASTER"

Not exactly, we like to ensure that each and every PC we sell (overclocked or not) will run stable and reliably, year after year. As you will know, overclocking can cause stability issues and reduce the lifespan of the PC which is why it is important that it is done correctly - getting a qualified & trained technician who job it is to find the optimum settings is surely a good thing? FYI, around four members of staff attended his demonstration so it was far from what you describe.

I see Gorman has already addressed the more serious aspects of your post so I'll leave it at that.

 

[Emexrulsier]

The whole post sounds more like a pointless flame/rant then a structured mature complaint!

Having worked in IT for numerous years, and now a PRINCE 2 project manager

My only reply to that (and the only suitable one)

 

[Roobarb]

Exe, your right it was a rant. But I was led to believe my baby was going to be delivered, well tomorrow.

Meds, I didn't really want to name and shame you, but as you point out, this is only text so I aplogise for that.

Exe I think you need to understand what is expected from a service when A) it's being paid for over the odds. B) when confirmed, both visually and vocally by a PCS employee.

The point I was making regarding my previous employment shows my time served in a service based occupation. Which is what PCS does. They offer a service taking a load of sand and plastic boards, and kinda throw them together to create a fantastic rig.

I'm old fashioned. PCS accepting my order was to me a hand shake, this to me is how deals are completed.

And No ! I'm not a Wizard, I'm a prot warrior like all good bulls.

 

[JaimzONeill]

hahahahhaha that guys face made me laff!