Waiting for my build

[nhornby51743]

As the title implies, I am waiting for my new pc. It's been extremely hit and miss so far. On my 11th working day and it's still waiting to be built. I was told last week it would be built Monday only to be told today that my computer is in a queue for building and won't actually be built till Thursday.

I wasn't aware that when it goes to building it still remains in a queue and I wish this was something Luke informed me of. Whilst the guys at PCS are friendly there seems to be a lot of deviation between the information the guy's give. Getting in touch with Customers on a bi-weekly basis is something that PCS could feasibly do. This would satisfy a lot of customers and would help generate more business.

I've posted my opinions/feedback on their official Facebook page as it is more impartial compared to here(brand loyalty is no bad thing but I think it leads people to being partisan)

Please feel free to comment, I would preferably like to here from new customers to see what their experiences have been like so far although comments from regulars won't go amiss

Cheers, Nick

 

[keynes]

For the first order I waited around 21 working days but looking at the forum and reading the T&C I was sort of expecting that lead time. For the next 2 orders I just went with fast track. And maybe it could be emphasised in the configurator that those are averages and it could take longer. Not sure how feasible it is to update customers weekly or bi-weekly since they could just be busy although customers calling for updates wouldn't help either if it stops them for doing the building or testing. I have found the sales department very helpful and friendly even though I made several calls before and after receiving my pc.

 

[nhornby51743]

Your 21 working days was extremely close to the 30 day limit, I wouldn't expect that timescale even in a busy period. The bi-weekly contact thing shouldn't really be an issue. They could employ someone a few hours a day, 5 days a week and that would improve customer satisfaction by a clear mile. Over the past decade I've worked for a handful of business, ranging from 5 people to 5000 people. The most common reason for people reusing our services or making a purchase was due to the level of frequent updates throughout their initial dealings with us, the amount of recommendations I've had for this reason alone is insane......

I'm aware that Admin don't really reply to posts on here which is why I posted on their Facebook page, as hopefully this is something they can take on board.
It's easy to forget sometimes that not all customers are the same, especially due to the fact that it's not a business that operates face to face. You'll get some people who will moan and make angry phone calls every other day but when they receive their item they're happy as larry, on the flip side you get people who don't complain or get in touch and fairly often these are the people who feel negative with their experience because of the lack of communication.


I've had back and forths a few times on here with you Keynes and obviously don't know what you do for a living. If you've worked in customer service you'd recognise that communicating with customers is paramount, which is why I'm surprised PCS currently lack in this area.

Thanks for taking the time to read this , I know it's a bit of a long one

 

[mantadog]

What can happen is an influx of people buying the fast track option jumping in front of you in the process. That's why PCS can't reliably send out an email to say you are number 102 in line. That's why you may have been told the rig is scheduled for a specific day, then its not.

As far as is it good enough, I would be inclined to say the system they have at the moment is adequate. It could be improved, perhaps with an automated message if you go over certain thresholds explain the reasons for an overrun. As right now it could be down to a shortage of stock, influx of orders/fast tracks or something else that we have no way of knowing.

 

[nhornby51743]

I appreciate your reply Mantadog but I've got to disagree about the customer service aspect, your status on here suggests your partisan towards PCS(perfectly happy to listen to you but the general theme on here is that those who have an issue generally don't get impartial responses)

Yesterday lunchtime I spoke to Mustafa and he said "Good news, you've got in touch at the right time. Your order is being scanned as we speak and will be built this afternoon, please check your account shortly for an update". My order was somehow pushed back two days in the course of me contacting and lunchtime and 6pm. That's a prime example of where getting in touch with a customer is essential. Most businesses keep customer interaction records so it shouldn't be a problem for an Advisor to make a note of this and check to see this has been actioned(in my case I'd already informed the Advisor that Luke had told me on Saturday that I was on the build list for Monday and that this list is no subject to change)

Hopefully I will receive an update today. When I placed the order I was in no rush but it's been that long in pre-production that I'm running out of time and needed it by the latest Monday, which most likely won't happen.

It'd be great to see some new customer comments on this post, but all replies are welcomed

 

[nhornby51743]

Literally the second I posted my last reply I got an update. Fingers crossed.

 

[mantadog]

I pretty sure no company aims for "adequate" customer service, I chose that word very carefully. I chose that sentence to say it could be better, but its not bad. Not saying that 'not bad' is good enough, just that you will find much worse. I think PCS is a much bigger organisation that many people would guess, making it very difficult to provide a personalised service.

I may have a moderator tag but what you have to understand about that is... I only post here because I think PCS do things the right way. The hours I spend on here helping people are worth a fortune to PCS but I don't get paid by them, I do it because I really do believe the are better.

I will leave my contributions to this thread at that.

 

[keynes]

The hours I spend on here helping people are worth a fortune to PCS

We don't get paid? I was hoping for at least some gift vouchers or store credit :surrender:

 

[mantadog]

We don't get paid? I was hoping for at least some gift vouchers or store credit :surrender:

Some mentions of pens and collectors mugs have been made in the mod forum, but the maths says they are impossible to get.

 

[Wazza]

Unsure where the 7-9 days comes from in the standard delivery option; especially as the average of the entire queue (even incorporating the paid for express lane) is above that.

Just all about expectations.

 

[mantadog]

Unsure where the 7-9 days comes from in the standard delivery option; especially as the average of the entire queue (even incorporating the paid for express lane) is above that.

Just all about expectations.

The times are calculated on the average dispatch time of all orders of the last 2 weeks. it is an automated system and cannot be fudged to suit. However it is backwards looking so a bit dangerous to use it as a benchmark for current orders, it is however they system PCS use.

 

[newbridgefarming]

Hello I'm not going to say too much extra here as I've already sent a bit of a complaint to pcs and don't like complaining but I don't think pcs are right
to take your money without the compulsion to build the computer as soon as practical.
Like many here I found the lead times a bit more positive than realistic and if I were explained the true way others builds can jump the cue I'm sure I and nearly all of us would have chosen a fast track option which would have ment that fast track would slow down to normal track speeds (obviously showing a flaw in the system) also seeing as they obviously seem ever so busy that a 21 day build time is an average of what they can do
I couldn't believe it when last night on quest I saw a tv ad for pcs. Are they not already busy enough or is my money so safely banked that they feel that that can tout for another bunch of cue jumpers. Anyway I hope I get my computer soon and that pcs solve there cue problems in the near future

 

[keynes]

Not sure if your comment regarding how busy PCS are is linked to the TV advert?
As far as I know pc builders (chillblast, scan, dinopc....) take the money upfront and not debited on dispatch. I agree the calculation of estimates could be improved

 

[newbridgefarming]

Not sure if your comment regarding how busy PCS are is linked to the TV advert?
As far as I know pc builders (chillblast, scan, dinopc....) take the money upfront and not debited on dispatch. I agree the calculation of estimates could be improved

I guess I may be too used to ordering computers professionally. I normally have work station computers delivered and installed in under a week and with 30days business credit. I just thought this time for my own personal pc I would have something a bit more powerful and it were going to be water cooled and I felt for my usual pc builders this were a little beyond their comfort zone

 

[mantadog]

I guess I may be too used to ordering computers professionally. I normally have work station computers delivered and installed in under a week and with 30days business credit. I just thought this time for my own personal pc I would have something a bit more powerful and it were going to be water cooled and I felt for my usual pc builders this were a little beyond their comfort zone

Having a system build and installed inside a week, that's easy. You just pay for it. PCS can have you a system within the week if you pay for it. You know full well business to business is a completely different ball game than the consumer space.

You could have paid extra and had your PC by now, lets not pretend the "built and installed" service provided by one business to another does not come at a premium. It most certainly does and to suggest otherwise is a falsehood.

 

[craxykitten]

I am also waiting,

The problem i have is no real estimate of when my laptop will arrive! When i purchased it said the estimate was 7-9 working days, its still saying that now on new orders when there other average is saying 14.99.

I think if more accurate timescales were given at point of order there wouldnt be so many grumbling customers.

I have purchased both a laptop and desktop previously with PCS and was more than happy with service hence why i have come back, unfortunatly if this was my first purchase I dont think they would get my repeat custom

 

[newbridgefarming]

I am also waiting,

The problem i have is no real estimate of when my laptop will arrive! When i purchased it said the estimate was 7-9 working days, its still saying that now on new orders when there other average is saying 14.99.

I think if more accurate timescales were given at point of order there wouldnt be so many grumbling customers.

I have purchased both a laptop and desktop previously with PCS and was more than happy with service hence why i have come back, unfortunatly if this was my first purchase I dont think they would get my repeat custom

I now have had three days ordered but awaiting a bac's payment to clear four days processing the bac's payment and six days pre production so thirteen days since I ordered and not even started work yet is this the same for everyone at the moment? As my build estimate was 7-9 and now after speaking to pc's I am told my build is at least going to be five days more till delivery. I'm seriously thinking about shortening the cue for you all by one

 

[craxykitten]

Good luck mine is on 13 days pre-production.

Apparently there has been a rush of orders due to uni starters, but this doesnt excuse the fact there not updating anyone or updating there estimates, i just hope the laptops worth it when it turns up!

 

[Boggy]

Just because other computer manufacturers take the money upfront, does not mean it's good business practice or it sets a precedent. It also means that when a company goes to the wall the customers that have paid by any other means then cc or finance are left high and dry.

 

[keynes]

Just because other computer manufacturers take the money upfront, does not mean it's good business practice or it sets a precedent. It also means that when a company goes to the wall the customers that have paid by any other means then cc or finance are left high and dry.

Well I would assume it is common practice for a reason, fluctuating prices? Be protected in case a customer changes his mind after placing the order?