Sundays are supposed to be feet-up days. I just got the latest email (in a chain of approximately 50, I kid you not) from the man at PC Specialist who is 'dealing' with me and my dead PC. This post is mainly for the record, in case anyone out there is considering buying from these people. Skip this post if you don't like reading tales of bad customer service and expensive-yet-failed hardware. Go here if you want a nice roundup of your rights if similar happens to you, from the very clever man who used to edit MacUser.
A short story of woe and frustration:
The PC's been useless for almost two months now - first it was a hard drive failure, after 7 months of average use. When they finally got a new drive to me (that took three weeks), and we installed it, a clean install of Windows XP showed up no USBs and no network capabilities. Both are on the motherboard. I presume: dodgy mobo. PC Specialist prefers to presume that I have a non-legitimate copy of XP, or a bad mouse/external hd/wacom tablet/DS charger/Creative Zen charger/USB hub/memory card reader. Neither applies.
Now that I've installed SP2 on it at their request (no mean feat considering no mouse or network), and it's still dead, they've finally agreed to take it back - except they sent me an email saying 'post it to us', rather than 'the courier will be round on Tuesday'. I have a one-year return to base free-pickup-and-delivery with these guys, and they can't even be bothered to check my contract with them even though we've been back and forth for 8 weeks on this. Sent email saying 'no I won't pay to return it'.
To-do list:
I may as well have a boat anchor on my desk for all the sodding computing I can do. What a shoddy, shoddy service - if you're thinking of trying PC Specialist, I can't emphasise enough how terrible and difficult they've been. Their parts are unreliable ("top end motherboard"), their customer service is non-existent: calling their tech help line produces a 20m wait, but call the sales line and you get straight through. I can see their tactics: let's be as unhelpful as possible and maybe unhappy customers will just eventually give up and go away...
I'm going to call them tomorrow and politely ask that they not only pick it up and fix it, as per our contract, but that they extend the warranty by two months. Then, it's back to Dell or something next time round - anyone got any decent recommendations?
UPDATE:
They refused to extend the warranty.
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