Just back from repairs and GPU is visibly busted.

[Shear]

Hello all,

First time posting I just want to get some info from other people here.

My PC just got back from repairs from PC specialists I had an issue with it crashing. So I just got it out of the box now and as I lifted it I heard screws loose bouncing around. I opened it to take out the thing they put inside to protect the parts from moving around and you can see the GPU has a significant dent in it now and it's bent upon further investigation, you can see it's cracked at the point where it connects with the motherboard. There are other scratches too inside the case that weren't there before. I took videos and photos of everything as I was opening it and going through it all.

The machine is very expensive so this is very upsetting. What do I do now? It's still under warranty too so I dunno.

I just can't understand how a glass case PC came back totally fine but the parts inside and damaged to the point where you can see it with the naked eye.

I'll take any advice here but obviously, if I have to call my solicitor then I will do it cause this is like over 4 grand that's busted.

Thank you all in advance.

 

[TonyCarter]

How long have you had it?

If it's fairly new, I think I'd be calling PCS immediately and suggesting they swap out the broken one with a brand new replacement.

 

[Shear]

How long have you had it?

If it's fairly new, I think I'd be calling PCS immediately and suggesting they swap out the broken one with a brand new replacement.

Less than a year, hence it's still under full warranty.

 

[AlgarveTech]

I had almost the same issue ... brand new PC delivered with no damage whatsoever to the outside of the cardboard box, but when opened the corner of the case was completely dented and unable to be opened ... Retuned which took about six weeks ... now complete loss of power and been waiting for RMA to be processed since 15th December last year. If I ran my company like this I would have no customers ...

 

[SpyderTracks]

Less than a year, hence it's still under full warranty.

Contact PCS immediately and explain the situation, it will be covered by insurance through the couriers.

Was there any damage to the packaging?

You won't need to contact a solicitor, you're fully covered.

 

[SpyderTracks]

I had almost the same issue ... brand new PC delivered with no damage whatsoever to the outside of the cardboard box, but when opened the corner of the case was completely dented and unable to be opened ... Retuned which took about six weeks ... now complete loss of power and been waiting for RMA to be processed since 15th December last year. If I ran my company like this I would have no customers ...

I take it you've spoken with PCS to ask what the hold up is? What did they say?

 

[AlgarveTech]

29 Emails, umpteen online chats and all they do is post canned responses with no answer ... Last firm answer I got was from UK office via phone, who said you are around 92 in the queue as there is a delay in Netherlands factory ... (Bought from there originally) which was over 6 days ago and nothing since ... Disgusting service !

 

[Shear]

This is not okay. I use the PC for work. I need to have it. It took 4 weeks for them to fix the previous issue and now I have to deal with this. None of this is on me I'm just incurring losses at no fault of my own.

The corner of the box was damaged slightly that's why I started recording as I took the PC out of the box and then everything else followed. The PCI slot is also broken. It's just madness.

I called in anyway. Explained everything and took even more photos and videos. The case itself is damaged too I see where the GPU slots in, that's bent in too, but the box wasn't damaged anywhere around there just the corner.

Two friends of mine gave me a thumbs up for PC specialist but it's turning out to be a little painful I must admit.

 

[SpyderTracks]

This is not okay. I use the PC for work. I need to have it. It took 4 weeks for them to fix the previous issue and now I have to deal with this. None of this is on me I'm just incurring losses at no fault of my own.

The corner of the box was damaged slightly that's why I started recording as I took the PC out of the box and then everything else followed. The PCI slot is also broken. It's just madness.

I called in anyway. Explained everything and took even more photos and videos. The case itself is damaged too I see where the GPU slots in, that's bent in too, but the box wasn't damaged anywhere around there just the corner.

Two friends of mine gave me a thumbs up for PC specialist but it's turning out to be a little painful I must admit.

If it's a business critical machine, did you buy it under a B2B purchase ie with a purchase order as that has far higher response times for support?

PCS don't do any logistics, I'm not trying to make excuses for them, but you have to understand that the couriers can greatly depend on your local driver.

Occasionally couriers have been known to carefully unpack PC's and remove components and then deliver it as if nothing has happened.

Drops happen as well, it's just an unfortunate reality. The couriers SHOULD always report any drops when they deliver and ask if you want to accept it but invariably don't.

But so long as it's an agreed return by PCS, then the package is fully insured, so any damage is covered.

I get that it's far from ideal, but you have to understand that unfortunately mistakes happen, and sometimes there are just scummy delivery drivers out to make a buck for themselves.

I'm not trying to assume what's happened in your case, all I'm saying is that it wouldn't have left PCS in that condition. But it's PCS responsibility to put right and they will do.

But if it's a business critical machine, then you really need to be asking for a B2B contract, if you've just bought it as a consumer, that's not going to be suitable for your needs.

 

[ubuysa]

As someone else has said, if it had shipped from PCS like that then they'd have no customers left. Between PCS and yourself are a whole bunch of courier and transport people, many of whom don't care that there's a very expensive PC inside the box. Have you ever watched baggage handlers at an airport for example?

As @SpyderTracks has made clear, you are fully covered as far as the damage is concerned. I do appreciate that the inconvenience of returning it again is annoying, especially as it's through no fault of yours. But what more can PCS do?

Sadly, we all want packages delivered swifly and at low cost, but that often comes at the price of less care and attention whilst they're in transit.

 

[Shear]

As someone else has said, if it had shipped from PCS like that then they'd have no customers left. Between PCS and yourself are a whole bunch of courier and transport people, many of whom don't care that there's a very expensive PC inside the box. Have you ever watched baggage handlers at an airport for example?

As @SpyderTracks has made clear, you are fully covered as far as the damage is concerned. I do appreciate that the inconvenience of returning it again is annoying, especially as it's through no fault of yours. But what more can PCS do?

Sadly, we all want packages delivered swifly and at low cost, but that often comes at the price of less care and attention whilst they're in transit.

I'm not mad at them at all because THIS happened. And if you would have heard the call you would have been able to tell that. It's the time it takes to go around. I mean Look. The PC was faulty and that is not my fault. It happens. But it took 4 weeks to fix a very simple problem, okay. The delivery 2 business days.

Now though I have to send it back the motherboard PCI slot is damaged the GPU is dented literally the case itself is also bent where the GPU sits. The sticker on it looks loose too I dunno it's very strange. I can upload the photos. It's impossible that this happened in the case but the case didn't get damaged because the GPU frame is bent.

Total madness.

 

[SpyderTracks]

I'm not mad at them at all because THIS happened. And if you would have heard the call you would have been able to tell that. It's the time it takes to go around. I mean Look. The PC was faulty and that is not my fault. It happens. But it took 4 weeks to fix a very simple problem, okay. The delivery 2 business days.

Now though I have to send it back the motherboard PCI slot is damaged the GPU is dented literally the case itself is also bent where the GPU sits. The sticker on it looks loose too I dunno it's very strange. I can upload the photos. It's impossible that this happened in the case but the case didn't get damaged because the GPU frame is bent.

Total madness.

I'm not questioning the damage at all.

Was the foam still intact in the internals?

All I was saying, is that you'd mentioned that it was for business use, and you've stated again that it's the time taken that's the issue. My point is if it's a business critical system, did you order on a PO? If not, you can't expect any preferential treatment, it will be dealt with under PCS processes which are very good.

But a returns of this nature is not like a warranty claim, given the damage you've highlighted, if it were me, I'd expect a complete rebuild with new parts. PCS would normally get this done as a priority, and a full build and testing only really takes a day. Given you've stated shipping takes 2 days, I take it you're not in the UK mainland (as that's next day via DPD).

But it took 4 weeks to fix a very simple problem, okay.

It didn't, it probably took a very short amount of time to fix, but you're in a queue to get serviced. Same with the build time, the actual build time is only a couple of hours, the wait is the queue.

When you say it was a simple problem, did you know what the fault was? If so how come you RMA'd the entire system and not just the faulty part?

But again, if it's a business critical system and you haven't ordered under a PO, then that's probably something you really need to rectify to get business level support. The cost of the system is irrelevant in the support you receive, it's only if you've paid for business support over consumer that you get a quicker resolution time.

 

[Shear]

Was the foam still intact in the internals?

Yeah man that's why this whole thing is incredibly strange to me. The internal stuff is mangled but then the glass case is totally fine.

Look mate it took 4 weeks for me to get it back so it took 4 weeks to fix it for me. That's the reality for me. It wasn't even a faulty part, it was installed faulty. I felt like an absolute moron after reading the fault report I could have fixed it myself and I would have fixed it myself if I ever changed the thermal paste. It just never even struck me that the cooling block could have been installed badly onto the CPU which led to overheating and then crashing. It's comedic that part I think.

I also thought this would be a full rebuild because at this point there is no telling what else could be damaged.

Can I ask if is it possible to set up a delivery with some other company because UPS is just aids, I've never had a good experience with them ever and I don't believe PCS would have sent the PC out like that it just doesn't make any sense to me.

This whole delivery was strange as hell cause it was supposed to be here on Friday then it disappeared off the scedule and there was no update on Monday at all just "We will get you a date as soon as possible" and then the guy showed up randomly on Monday. So then I'm wondering was this in the back of the truck the whole weekend bouncing around? I dunno just trying to add it all together.

 

[SpyderTracks]

Can I ask if is it possible to set up a delivery with some other company because UPS is just aids, I've never had a good experience with them ever and I don't believe PCS would have sent the PC out like that it just doesn't make any sense to me.

Not something any of us could answer, none of us work for PCS, you’d have to talk through it with PCS.

This whole delivery was strange as hell cause it was supposed to be here on Friday then it disappeared off the scedule and there was no update on Monday at all just "We will get you a date as soon as possible" and then the guy showed up randomly on Monday.

That’s pretty standard for UPS, their tracking system is not very accurate at all.