Removing Reviews

[dallen]

I've had some very bad experiences with PC Specialists. I couldn't believe that they attempted to remove a review I posted on Trust Pilot over 18 months ago!! Trust Pilot reinstated my review today (for what it's worth). If only PC Specialists would pick up the phone and answer emails as quickly as they attempt to remove reviews.....wouldn't we be happier customers?

https://uk.trustpilot.com/review/www.pcspecialist.co.uk/530cc6eb000064000279a579

 

[PaulH]

Dear Mr Allen,

That is not the case at all, you posted a 1 star review 18 months ago:

"Poor communications, long delays and substandard support

My latest laptop (a £770 purchase) was ordered and delivered before Xmas 2013. Within a few weeks of taking ownership the unit started to emit loud beeps followed by a complete shutdown. Sadly this happened during a business trip to East Africa where I was promoting portable solar powered products. All my files/info were on that laptop! After a few more of these crashes the system then failed completely & would not reboot at all. I emailed PC Specialists on the 20th January to inform them of this fault. That email was answered, informing me that on my return to the UK the problem would be sorted under warranty. My following emails (I wanted the fault logged then and there to give it some priority in the queue for repairs) were ignored. Then five days later I received an email asking me to call PC Specialists on 0844 499 4000. In all my correspondence I was quite clear that I was in East Africa & not the UK.....call 0844 499 4000 from Mombasa?? Think of the cost!! On a GOOD day you can easily wait up to 45 minutes before Tech Support pick up. Asking me to call them from overseas, especially from my location was, quite frankly, absurd if not downright rude. I returned to the UK on the 5th February & the unit was collected the next day by UPS. Tomorrow is the 26th of February, in other words it has been out of my hands for nearly three weeks. All calls I made during this period were answered with the usual “it’s being processed” waffle. One guy actually explained that the delay was due to the number of repairs they had to deal with! What a product confidence booster that was! My laptop is now apparently repaired and in transit back to me. To conclude I cannot, from this experience, recommend this company because the product let me down after only 5 weeks and the customer care support was extremely poor. There are many glowing reports for PC specialists on Trust Pilot. Wait until something goes wrong and then decide if they are worthy of the Five Star Treatment. I have been, previously, a satisfied customer having, to date, spent over £3000 on various systems with PC Specialists. This latest purchase will most certainly be my last. Next time I upgrade I'll buy a Samsung/Toshiba/Sony/Dell.....anything but this. Honestly....... avoid.


You then proceeded to post another 1 star review a few weeks ago, which has been removed by trustpilot, the older one is still there, the new one was removed because it violates the terms and conditions of trustpilot, you cannot keep submitting 1 star reviews over and over again, also on products over 12 months old.

 

[dallen]

Removing reviews

In response to PaulH.....that is the case! I received emails from TrustPilot confirming my review was back up! If only PC Specialists were as quick to respond to support emails and phone calls from customers.
Sir, I have had an abysmal experience with an expensive laptop from PCS that has required 8 returns. Is that, in your opinion, a purchase fit for purpose? Four motherboard replacements in 20 months. Is that fit for purpose? I invite your comments on this forum. And "closing a thread", not permitting a response, is very unfair.

 

[SmokeDarKnight]

Did you post another 1 star review to duplicate the one you had already posted?

 

[dallen]

No. The review was removed and I had a notification from TrustPilot. After discussing the matter with them it's back up.

 

[PaulH]

I am afraid you are incorrect, I myself saw both of the reviews, and I indeed provided the information and reported it, you originally did a 1 star review as above (the copied and pasted part) which was fine, you have had a bad experience.

You then on the 05/09/2015 did another review with the same order number, again of a 1 star variety, about the same PC and the same problems, this has now been removed by trustpilot after being reported, they may have temporarily removed both reviews until it had been confirmed by them it was a duplicate from the same person.

There is no reason to want to remove a review from over a year ago on our side, however, the newer review you wrote with the same problems about the same item was against the Trustpilot terms:

1 When can you write a review?

Trustpilot is reserved for actual user interactions with actual companies or services. You can write a review when you:
•have purchased a product or service from a company, an organization, a web service, etc. ("Company"),
•have placed an order with the Company with an intention to buy, or
•can otherwise document your use of the Company's service.

In the following, we will use the term "Buying Experience" as a collective term for the three situations.

The review must relate to a Buying Experience you have had within the last 12 months.

You may only write about your own Buying Experience, i.e. you are not allowed to write a review about your family members' or your friends' Buying Experiences.

Further, you are not allowed to write a review about a Company if you are or were an employee of that Company or if you are/have been the Company owner, an executive or a family member thereof.

You can only write one review per Company, but you can always update your review so that it reflects your most recent Buying Experience with the Company.


As you submitted a second review so it was higher in the list to be viewed, this was against the terms of trustpilot, by all means you can edit your old one, but you didn't.

 

[dallen]

Now that I have your attention Paul perhaps you would answer this question. Is a £770 laptop fit for purpose if it has had 8 RMS returns for repairs in it's first 20 months of ownership? Four motherboards in 20 months, that's an average of one every 5 months. Is that fair? Please answer me. Am I supposed to be a satisfied & happy customer with such an awful experience?? I still have 15 months warranty on this machine. So I can probably expect to have to ship it back another three times for repair.

Most other companies would, on the second or certainly the third failed motherboard offered some kind of compensation. Either a partial refund or a replacement laptop but unfortunately that isn't the case here.
And finally what purpose does it serve to have, on your web site, details on how to lodge a "Formal Complaint"? After being so patient and hopeful over these months and months of frustration I did write a Formal Complain to PCS. That was on the 6th August. I received no response.

 

[LFFPicard]

Now that I have your attention Paul perhaps you would answer this question. Is a £770 laptop fit for purpose if it has had 8 RMS returns for repairs in it's first 20 months of ownership? Four motherboards in 20 months, that's an average of one every 5 months. Is that fair? Please answer me. Am I supposed to be a satisfied & happy customer with such an awful experience?? I still have 15 months warranty on this machine. So I can probably expect to have to ship it back another three times for repair.

Most other companies would, on the second or certainly the third failed motherboard offered some kind of compensation. Either a partial refund or a replacement laptop but unfortunately that isn't the case here.
And finally what purpose does it serve to have, on your web site, details on how to lodge a "Formal Complaint"? After being so patient and hopeful over these months and months of frustration I did write a Formal Complain to PCS. That was on the 6th August. I received no response.

As your still running with this, May I ask if you followed my advice and sent another formal complaint via recorded delivery service?
As you have mentioned many times you are outside the UK, and as I work in the mailing industry I can safely say, just because you have sent something in the post does not mean it has been received. With no traceability there is no way to confirm if the item even arrived at it's destination. I often find old mail still in a sack we re-use for bulk mailing that we have to put back into the mailing system.

Apologies if you sent the complaint in via another method but if you wish to keep pushing this issue you need to cover all the bases so I will urge you once again to send in another formal complaint via recorded delivery method stating you want a response via multiple lines of communication within a certain satisfactory time frame.

Lastly, I must remind you that the forums are not an official channel of support so if you want a quick answer your best bet is to phone the support line or email support.

 

[PaulH]

Dear Mr Allen,

So you did write two reviews?

You have had 6 RMAs - not 8, and 3 formal complaints of which I have dealt with them all, you already have my direct email address and I have not received another complaint since the last one in December 2014.



2 of the RMAs were in regards to the webcam not working, however once this was working for us by pressing F-F10 and the second time we re-enabled the hotkey function as it had been disabled from windows startup.

I can see you have had correspondence with the webmail side of the company however the last I can see on that is:

05-09-2015 @ 16:50:13
For your Info (not that PCS give a damn) I located my returned laptop after one week in Greece. Your courier DPD put the WRONG postal code on the parcel, ended up delivered 50 miles away from the correct address. Took me and a greek/english translator days to sort out the mess. Total incompetence.

In all my life I've never had so much of my time wasted by such a crummy band of charlatans like you lot.

You disgust me and I will make sure this comes to the attention of many. I will use all my resources to make sure all PC forums, media, social networks are made aware of what a shocking service you provide. Try this for starters:

https://www.pcspecialist.co.uk/foru...e-I-have-ever-encountered&p=336975#post336975


In regards to compensation we upgraded your warranty after the first RMA, we have also re-sent the laptop back to various foreign countries free of charge. In regards to the returns, with the specification you have it is quite normal for the processor to reach 90+ degrees in such a smaller, slim-line laptop with an i7 - given the fact that you have essentially had a new laptop 4 times (the majority of the parts are soldered onto the motherboard) you have either a) been exceptionally unlucky or there is another reason- please note 2 of the motherboard changes were done as a precaution, not necessity given the problems you have had.

As said in the last RMA, the fact that you are using the laptop in warmer climates (Greece, Africa) could take the processor over the edge of stability, overheating it, causing your problems, given that you are the only customer to have had more than 2 returns of this particular chassis I can only summise this is part of the problem (even if you use a cooling stand). We also noted that each time the laptop has been back the paste had been baked on, again pointing to overheating.

I believe this is a combination of things that are causing the failures of the system, but we do know while here once the processor has been re-pasted it does not go over the threshold that would make it fail.

If you would like to discuss this further, as said, you have my personal email already.

 

[Pagey]

So much drama recently...

Personally I think some people just like to pick faults in anything. PaulH has made some incredibly informative posts about it and I personally feel the fault falls pretty much completely on the OP.

 

[keynes]

So much drama recently...

Personally I think some people just like to pick faults in anything. PaulH has made some incredibly informative posts about it and I personally feel the fault falls pretty much completely on the OP.

Very colourful language from the corresponde posted by PaulH. I am glad I am not the one handling those complaints. If only PCS could post replies to all the other complaints posted for clarity and to have a clearer picture of what happened.

 

[ubuysa]

Mr dallen Sir, if I may offer you some advice. You are clearly angry, I had thought your anger was transient, as most anger is, but you now appear to have declared war. And that's never wise.

It seems to me from what PaulH is saying that you have in fact received excellent service, a free warranty upgrade, postage outside the UK free of charge and two precautionary motherboard changes. Anyone reading this would conclude that you don't really have a valid complaint about poor service at all.

PaulH has been at pains to point out that it is not PCS's problem that you are in Greece and/or Africa, though in giving you free postage outside the UK on more than one occasion PCS is clearly going more than the extra mile. I've said to you before that I am in Greece and when you buy from a UK company in a country other than the UK you have to expect delivery delays and expensive phone calls. If that is a problem for you then you should have considered that before you bought your laptop. I know I did.

PaulH also says that two of your RMA's were not faults at all (you hadn't realised you use F10 to turn the webcam on and you disabled hotkey, an essential system service). This, I have to say, makes you appear to be a less than competent user which greatly affects the value and worth of your complaints.

I really hope you did not say "You disgust me and I will make sure this comes to the attention of many. I will use all my resources to make sure all forums, media, social networks are made aware of what a shocking service you provide", as PaulH claims. This is for two reasons. Firstly, your angry posting style makes it abundantly clear to anyone reading your posts that you are ranting, not complaining. I think you have already been hoist by your own petard here, your aggressive style has negated any message you may be trying to convey. I doubt anyone will give your posts serious consideration if they are in the style you have used here. Secondly, and more importantly, I strongly urge you to look up the UK laws on defamation. You'll find that the onus is on you to prove the truth of what you say and write in public, it's not up to PCS to prove you wrong.

It's clear that you would not buy from PCS again and that's fair enough, we all make our own choices. The wise thing for you to do now is to quietly take your business elsewhere, continuing to rant on here and elsewhere is not going to have the effect you hope for and it may even land you in court.

With the very best of wishes for a sensible future.

 

[Stephen M]

Ubuysa, after some of my experiences with post overseas I would suggest you sail back to the UK to collect any mail, it would be quicker

 

[PaulH]

Very colourful language from the corresponde posted by PaulH. I am glad I am not the one handling those complaints. If only PCS could post replies to all the other complaints posted for clarity and to have a clearer picture of what happened.

To be honest, it shouldn't be having to come back 6 times, however, I do feel there is more at play here than "poor quality components" - I would love to post some of the complaints, sadly I cant, I will however give you a quick extract of one I have received today for a refund request:

"Dear Sirs,

I purchased a large benchtop from you about 7 years ago that I paid around £4,500 for, not including monitor.

During the time I have had it, the computer has operated very satisfactorily until a few months ago"

You can guess the rest.

Not to say we do not receive valid complaints, we do, as all businesses do, but yes, some can be frustrating (not this one, I do feel Mr Allen has a point, although not as black as white as it might be)

 

[SpyderTracks]

I have to say, each time these complaints are aired (this one and one other recent one in particular), it seems clear and obvious that PCS have done what they can to offer the best service possible.

Whilst I have to agree that multiple returns (which are rare) "shouldn't" happen in an ideal world, they do, but when multiple times it's by user error and the company still offers free courier service abroad and extended warranties, I would personally be very happy with the service received and not bemoaning them.

It seems clear that the OP has misunderstood firstly the issues, and secondly the required fixes. The motherboards did not fail, they were replaced in good standing to avoid further RMA's, yet again going above and beyond.

I love it when cases like this are aired. Whilst I feel for anyone having to RMA a build for any reason as it is an occasion when your heart sinks into your stomach, facing a week or two without the better half, it's important to be clear of what the issues and fixes were so that you understand the process and avoid bad resentments like this to build unnecessarily.

To the OP, whilst I am sorry you are facing an RMA, I think it's clear that you need to think about the process that's already been undertaken by PCS to appease you and leave you with a working build. Calm down and maybe things will go a bit smoother.

Well done to PaulH and PCS for their discreet dealing of this and remaining level headed!

 

[SlimCini]

The recent spate of complaint threads are all quite amusing. Has the egg ever landed anywhere but the OP's own face in all of them? And if I'd written a complaint email like this guy had I'd be slightly embarrassed.

 

[PaulH]

To the OP, whilst I am sorry you are facing an RMA, I think it's clear that you need to think about the process that's already been undertaken by PCS to appease you and leave you with a working build. Calm down and maybe things will go a bit smoother.

Well done to PaulH and PCS for their discreet dealing of this and remaining level headed!

Hes not, the RMA was completed and its been fixed a returned to Greece.

 

[SpyderTracks]

Hes not, the RMA was completed and its been fixed a returned to Greece.

Oh, that changes things even further then.

At op, stop moaning.

 

[keynes]

To be honest, it shouldn't be having to come back 6 times, however, I do feel there is more at play here than "poor quality components" - I would love to post some of the complaints, sadly I cant, I will however give you a quick extract of one I have received today for a refund request:

"Dear Sirs,

I purchased a large benchtop from you about 7 years ago that I paid around £4,500 for, not including monitor.

During the time I have had it, the computer has operated very satisfactorily until a few months ago"

You can guess the rest.

Not to say we do not receive valid complaints, we do, as all businesses do, but yes, some can be frustrating (not this one, I do feel Mr Allen has a point, although not as black as white as it might be)

The only issue is that there are some complaints that will be raise here without a merit, only one side of the story mentioned and that, at least lately, seems to trigger more negative comments. Another poster indicating that the desktop could have killed him or similar. I just hope there is more patience before someone start judging the level of customer service and wait for a full disclosure like in here.

 

[dallen]

Dear Mr Allen,

So you did write two reviews?

You have had 6 RMAs - not 8, and 3 formal complaints of which I have dealt with them all, you already have my direct email address and I have not received another complaint since the last one in December 2014.

View attachment 7134

2 of the RMAs were in regards to the webcam not working, however once this was working for us by pressing F-F10 and the second time we re-enabled the hotkey function as it had been disabled from windows startup.

I can see you have had correspondence with the webmail side of the company however the last I can see on that is:

05-09-2015 @ 16:50:13
For your Info (not that PCS give a damn) I located my returned laptop after one week in Greece. Your courier DPD put the WRONG postal code on the parcel, ended up delivered 50 miles away from the correct address. Took me and a greek/english translator days to sort out the mess. Total incompetence.

In all my life I've never had so much of my time wasted by such a crummy band of charlatans like you lot.

You disgust me and I will make sure this comes to the attention of many. I will use all my resources to make sure all PC forums, media, social networks are made aware of what a shocking service you provide. Try this for starters:

https://www.pcspecialist.co.uk/foru...e-I-have-ever-encountered&p=336975#post336975


In regards to compensation we upgraded your warranty after the first RMA, we have also re-sent the laptop back to various foreign countries free of charge. In regards to the returns, with the specification you have it is quite normal for the processor to reach 90+ degrees in such a smaller, slim-line laptop with an i7 - given the fact that you have essentially had a new laptop 4 times (the majority of the parts are soldered onto the motherboard) you have either a) been exceptionally unlucky or there is another reason- please note 2 of the motherboard changes were done as a precaution, not necessity given the problems you have had.

As said in the last RMA, the fact that you are using the laptop in warmer climates (Greece, Africa) could take the processor over the edge of stability, overheating it, causing your problems, given that you are the only customer to have had more than 2 returns of this particular chassis I can only summise this is part of the problem (even if you use a cooling stand). We also noted that each time the laptop has been back the paste had been baked on, again pointing to overheating.

I believe this is a combination of things that are causing the failures of the system, but we do know while here once the processor has been re-pasted it does not go over the threshold that would make it fail.

If you would like to discuss this further, as said, you have my personal email already.

With all due respect this is quite untrue.

The only Formal Complaint I have ever sent to PCS was on the 6th August 2015. (I received no reply.)

You can spin this sorry saga any way you wish but it's only shirking around the very serious question of reliability and "fit for purpose". The numerous problems & difficulties I have experienced should never have occurred in the first place. Should they?


(quote) "we have also re-sent the laptop back to various foreign countries free of charge" If the product was reliable would that have been necessary? And what about my shipping costs getting it back twice to the UK? (over 100 euros)

You mention the thermal paste being "baked on". Only this Spring I had to contact PCS due to my on going concerns re: overheating. With the permission of PCS (to not invalidate my warranty) I took the laptop to a local PC repair shop, in my town, paid £50, and had the thermal paste reapplied. That was only months before the laptop burned out again.
Mid-July, this year, I was in the North East of France and the heat emanating from the laptop was so high I had it checked over at a PC repair facility in the town of Mouzon. They informed me the cooling fan was not performing correctly (remember it has already had THREE cooling fans replaced by PCS in the past 18 months!) I immediately emailed PCS to ask permission to have the fan replaced, at my own expense, by a third party technician. I waited for a reply to that request. I received no reply and approximately 10 days later, and with minimal use, the motherboard fried again (for the fourth time) and wearily the same familiar depressing cycle began.

To suggest, in your post, that "using the laptop in warmer climates (Greece, Africa) could take the processor over the edge" is inapplicable in my case. As I have repeatedly informed PCS the laptop is only used (overseas) in air conditioned environments and always placed on a twin fan cooling pad. Furthermore, with your "warm climate" inference are you seriously suggesting that millions of laptop users, in sunnier climates around the World, are risking serious damage to their systems?

The "knock out punch" this time, however, was the fact that the laptop was shipped back to me with incorrect details on the address. International Couriers and/or their agents still managed to deliver it to an address, 50 miles from where it was intended to be shipped! A breathtaking level of incompetence. PCS provided me with no email tracking details so, of course, I had to join the long phone queue again, with mobile phone charges (from Athens) to get the tracking number. The delivery was one week overdue and it took several days (with the help of a Greek/English translator) to get to the bottom of this mess.

Once again, had the product been "reliable", from the start, would any of this been necessary?

You finally suggest (quote) "If you would like to discuss this further, as said, you have my personal email already".
PaulH please take a look in your "inbox". I believe you will find several detailed emails in there, from me, requesting support that were written many weeks ago when this ongoing problem descended back into the realms of farce. None of my emails received a reply. None.

It would be tantamount to recklessness, on my behalf, to place any confidence in the future reliability of this product. Therefore I'll have to replace it with a another. Most certainly not from PC Specialists.

Good day.