I ordered a laptop on the 3rd May configured to my requirements. On the 4th I received an email telling me there was no stock of the chassis I'd chosen despite it still being shown as available on their website.
On the 5th of May I chose another chassis at the additional cost of £20. The order went through and was delivered by DPD on the 10th May.
I connected the laptop to the mains and at first it refused to boot. After a while it did boot after some keyboard flashing and I loaded my apps etc. although I was a bit concerned. On the 11th I went on holiday and got to my destination. Tried to switch the laptop on and it was dead all apart from random flashing of parts of the keyboard but the power charging light was lit.
On the 13th of May it was picked up for return.
PCS didn't book the laptop back in until the 17th May.
On the 19th I received a fault report by email claiming the power supply was faulty which it clearly was not (I've BSc in Electrical and Electronic Engineering and know a dead power supply when I see one).
The laptop was re delivered with a new power supply on the 20th May. I plugged it in, waited for it to charge and the self same fault was evident. Dead with flashing random keys.
On Monday 23rd of May I formally rejected the laptop Under the Consumer Rights Act 2015 as not fit for purpose. I clearly stated I wanted a full refund or a brand new replacement. PCS offered a new replacement. I accepted the replacement. The faulty laptop was collected on 25th of May and I was advised my new laptop was in build. After hearing nothing from PCS I called this morning 30th May. After a few hours I was advised my new laptop was ready for dispatch but wouldn't be shipped until they'd booked in the old one. Their courier DPD has had it in their Birmingham no 3 depot and it hasn't moved since the 25th May. I had to find this out myself and tell PCS! PCS want me to wait on the off chance that DPD find the parcel and get it to them all the while holding my money for nearly a month now. They have refused to ship my new laptop until they have the defective one back but no one is chasing DPD it would seem as they didn't know where it was.
It's their courier and their contract and they should sort it out and give me the laptop I paid for.
At 4pm today I emailed customer services and copied Danny Williams their Director with two options. Ship my laptop or refund me in full. If neither is forthcoming I will seek redress through the small claims court process.
Things to know about PCS:-
1, Customer services aren't fit for purpose.
2, A supervisor or member of the management team isn't ever available to speak to should you ask. A deliberate ploy used by many customer services tbh.
3, Getting information out of them requires masses of emails, phone calls and luck.
4, Problems with their contracted shipper becomes your problem. They don't seem to want to get involved.
5, There is no one who will own your problem and sort things out so each time your ring it's a different person who knows nothing of the problem you have and needs to start the investigation all over again.
This has been by far the worst consumer experience I've had in 60 years. I would avoid PCS at all costs as my family and friends will. They don't appear to give jot about their customers and don't understand the term ' Customer Service'.
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