PC Next Day / Poor service / PC desk top

Very long story short, when dealing with PC Next Day I encounter many problems to which they were slow to resolve with no real apology for the very poor service. So basically dealing with PC next day is something of a gamble, should you encounter any problems it's you Vs them. It's just a head ache a customer should have to deal with.

Now I may be paranoid but I just get the feeling with certain companies that should you raise any questions or complain even if you�re within your rights to, they purposely drag their feet and try to make things as awkward as possible for you. And that�s the feeling I got with PCND.

When I worked for a certain fruit named mobile phone Company I know that�s how they operated. "Any complaints make them wait even longer". Which is ultimatly why I left? Whatever happened to customer first?

Below is a few of the back and forth e mails with PC Next Day and myself. As you can see I state early on my urgency for the computer, had I kept my mouth shut maybe I would have received it a little sooner with no faults... Or am I just jaded? If you wish to read please start from the bottom. Some of my comments get increasingly agitated as the situation progresses but I have left everything in so you have a fair account from both sides. The only things edited is my address and phone number.

RE: Order W30750�

From: Customer Services (PCND) (customerservices AT pcnextday.co.uk)

Sent: 23 October 2008 17:04:26

To: 'chris taylor' (christaylor81 AT hotmail.co.uk)

Mr Taylor

I would like to confirm that we will email you with an update tomorrow once our Repairs Dept have advised on your repair.

Regards

Customer Services

PC Nextday Limited

customerservices AT pcnextday.co.uk

http://www.pcnextday.co.uk

________________________________________

From: chris taylor [mailto:christaylor81 AT hotmail.co.uk]

Sent: 23 October 2008 17:53

To: Customer Services (PCND)

Subject: RE: Order W30750

The one condition that we agreed upon to retain me as a customer was that the unit be here for Friday. Now you�re telling me it 'might' be ready for Saturday? Forgive the lack of confidence but i think it's finally time we call it a day and I take my custom elsewhere. Please arrange for the rest of the goods be collected and sort out the refund be paid back into the account.

Regards.

-----------------------------------------------------------------------------------------------------------------------------------------------------

RE: Citylink Collection LOG 24160�

From: Customer Services (PCND) (customerservices AT pcnextday.co.uk)

Sent: 23 October 2008 16:13:14

To: 'chris taylor' (christaylor81 AT hotmail.co.uk)

Log 24160

Our engineers are currently testing the unit and they are still diagnosing the faults please accept our apologies as your unit will not be ready for despatch and delivery tomorrow as originally advised. Our engineers will be providing an update tomorrow therefore should the unit be ready we will arrange a Saturday delivery.

If you require any further information or assistance, please do not hesitate to contact the customer services department.

Regards

Customer Services

PC Nextday Limited

customerservices AT pcnextday.co.uk

http://www.pcnextday.co.uk

________________________________________

From: chris taylor [mailto:christaylor81 AT hotmail.co.uk]

Sent: 23 October 2008 15:53

To: Customer Services (PCND)

Subject: RE: Citylink Collection LOG 24160

No prob that�s fine, as long as i get a base unit tomorrow as agreed i'm happy.

________________________________________

From: customerservices AT pcnextday.co.uk

To: christaylor81 AT hotmail.co.uk

Date: Thu, 23 Oct 2008 10:38:05 +0100

Subject: RE: Citylink Collection

Please accept our apologies for the confusion I would like to confirm that our couriers sent us the following by email.

COLLECTION FROM *************** WAS ATTEMPTED TOO LATE. PLEASE ADVISE IF YOU REQUIRE THIS RE-BOOKING?

CITYLINK

Once we receive our daily goods in we will confirm that we have received your system.

If you require any further information or assistance, please do not hesitate to contact the customer services department.

Regards

Customer Services

PC Nextday Limited

customerservices AT pcnextday.co.uk

http://www.pcnextday.co.uk

________________________________________

From: chris taylor [mailto:christaylor81 AT hotmail.co.uk]

Sent: 23 October 2008 10:15

To: Customer Services (PCND)

Subject: RE: Citylink Collection

Sorry i don't understand, They collected the base unit from me just after 10am yesterday morning. Please can you tell me what you mean?

________________________________________

From: customerservices AT pcnextday.co.uk

To: christaylor81 AT hotmail.co.uk

Date: Thu, 23 Oct 2008 09:55:38 +0100

Subject: Citylink Collection

Mr Taylor

Please accept our apologies as our couriers City Link have advised that they attempted the collection too late yesterday. We have now requested that this collection is rebooked for this morning.

If you require any further information or assistance, please do not hesitate to contact the customer services department.

Regards

Customer Services

PC Nextday Limited

customerservices AT pcnextday.co.uk

http://www.pcnextday.co.uk

________________________________________

From: customerservices AT pcnextday.co.uk

To: christaylor81 AT hotmail.co.uk

Date: Wed, 22 Oct 2008 09:48:21 +0100

Subject: RE: Order W30750

Please see the collection details below

Consignment Booked under reference: NCB06516

Collection Details

Your Reference:

RMA 106589

When:

Wed 22 October 2008 between 10:00 and 12:30

Consignor:

*** HOME DELIVERY ***

Contact:

Chris Taylor

Contact Telephone No:

Address:

****************, RUGELEY

STAFFORDSHIRE, **********

Collection Instructions:

Handle with Care

Delivery Details

When:

Thu 23 October 2008

Consignee:

PC NEXTDAY (1)

Contact:

LEE HAGUE

Contact Telephone No:

Address:

UNIT 19, GLACIER BUILDINGS

BRUNSWICK BUSINESS PARK, LIVERPOOL, L3 4BH

Service:

Parcel by 17:30

Delivery Instructions:

HANDLE WITH CARE

Description of Goods:

COMPUTER GOODS

Other Details

Carriage Forward:

(Surcharge)

If you require any further information or assistance, please do not hesitate to contact the customer services department.

Regards

Customer Services

PC Nextday Limited

customerservices AT pcnextday.co.uk

http://www.pcnextday.co.uk

________________________________________

From: chris taylor [mailto:christaylor81 AT hotmail.co.uk]

Sent: 21 October 2008 21:25

To: Customer Services (PCND)

Subject: RE: Order W30750

Your prices are competitive but had i known now that the service was so poor and with such disregard for your customers i wouldn't have minded paying the extra to shop from a reliable source.

Your take on the standard practice of warranty is irrelevant, extending it due to faults is simply the law and I do not wish for a rejoinder on this matter. And as the vague explanation of "faults can occur with internal components", I can only hope for the future of your company that your policies change and your excuses get better.

I do however need a pc as soon as possible and as you can guarantee this for Friday I will continue the arrangement and have the faulty base unit repaired.

Regards

________________________________________

From: customerservices AT pcnextday.co.uk

To: christaylor81 AT hotmail.co.uk

Date: Tue, 21 Oct 2008 18:02:35 +0100

Subject: RE: Order W30750

Mr Taylor

Thank you for your email however unfortunately we are unable to offer you a price reduction due to our prices being competitive.

I would like to confirm that the standard practice with warrant, is the warranty commences from the original date of purchase and is valid for the warranty period as supplied with the unit. We have offered you an extension on your warranty, to commence from the date you receive the repaired unit. All our units are tested prior to despatch as part of the Quality Control Procedure however unfortunately, faults can occur with the internal components.

I appreciate that you have been inconvenienced therefore if you do not wish we collect the unit for a priority repair with the warranty extension, please could you confirm that you have all the original packaging for all items originally received, including accessories and we will arrange a collection at your convenience for a refund.

Regards

Dawn Tinson

Customer Services Manager

PC Nextday Limited

Http: www.pcnextday.co.uk

________________________________________

From: chris taylor [mailto:christaylor81 AT hotmail.co.uk]

Sent: 21 October 2008 16:45

To: Customer Services (PCND)

Subject: RE: Order W30750

Having the warranty start from when i receive the computer is not a gesture of good will, that is standard practice. I'm sure that most of your customers don't have to go through this much trouble when purchasing a product, and as you have acknowledged i have had poor service so far with having a half finished desktop sent to me. Shouldn't all PC's be tested before sending them out to customers to avoid all this? I think it's not unreasonable to ask for �£200 be deducted from the cost and would keep me as a satisfied customer?

As i'm in my first year of a 'computer science' degree i will be needing many products in the future and be associating with a lot of students who will also be looking for good places to purchase their computer needs. I also make a point to voice my opinions of places where i receive service on review sites, forums etc.

So far i have to say with PC next day I'm on the fence, you are quick to resolve problems and have great communication. However i have been sent a pc that was sent out unchecked and faulty. I hope you can help nudge me the right way.

________________________________________

From: customerservices AT pcnextday.co.uk

To: christaylor81 AT hotmail.co.uk

Date: Tue, 21 Oct 2008 15:11:42 +0100

Subject: RE: Order W30750

Mr Taylor

Thank you for your email, I would like to confirm that we can arrange a collection tomorrow, we will receive the unit back into our warehouse on Thursday and we will ensure that the faults are resolved the same day. We will then arrange to despatch the unit back to you for delivery on Friday.

As a gesture of goodwill, we will make a note on your account that your warrranty is to commence from the date you receive the resolved unit.

Regards

Dawn Tinson

Customer Services Manager

PC Nextday Limited

Http: www.pcnextday.co.uk

________________________________________

From: chris taylor [mailto:christaylor81 AT hotmail.co.uk]

Sent: 21 October 2008 15:08

To: Customer Services (PCND)

Subject: RE: Order W30750

Thank you for your apologies, i understand that things can go wrong with technology. However I am in desperate need of a computer and am now thinking it would be easier to buy one from a walk in store such as PC world. My original intension for the purchase was to receive a complete computer package with minimum fuss as quickly as possible, that was in September.

If i were to continue business with your selves, would there be any compensation for the delay and trouble? I would also need a guarantee that the desktop would be returned by Friday at the latest? Or even better have a new base unit to replace the one i have on collection?

Thanks

Chris.

________________________________________

From: customerservices AT pcnextday.co.uk

To: christaylor81 AT hotmail.co.uk

Date: Tue, 21 Oct 2008 13:53:56 +0100

Subject: RE: Order W30750

Mr Taylor

Firstly please accept our apologies for all inconvenience caused. I would like to confirm that we wish to resolve all issues for you therefore please would you allow us the opportunity to collect the PC Base Unit and our in-house engineers will test and resolve the same day as received. We will then arrange to despatch the unit to you on a next working day delivery.

I would like to confirm that your business is valuable to us and we would like to retain you as a customer.

Regards

Dawn Tinson

Customer Services Manager

PC Nextday Limited

Http: www.pcnextday.co.uk

________________________________________

From: chris taylor [mailto:christaylor81 AT hotmail.co.uk]

Sent: 21 October 2008 13:17

To: Customer Services (PCND)

Subject: RE: Order W30750

I take it this is for the refund? When will this be paid back into the account?

Wed 22nd 9AM - Noon is fine for collection.

Pick up at:

*****************

Rugeley

Staffordshire

********

Collection contact: Chris Taylor, Mob: ***************

Please confirm what your next steps are.

Chris

________________________________________

From: customerservices AT pcnextday.co.uk

To: christaylor81 AT hotmail.co.uk

Date: Tue, 21 Oct 2008 12:49:35 +0100

Subject: RE: Order W30750

Please could you provide the following details and we will arrange:

� Suitable collection date between Monday and Friday

� Collection address

� Collection contact

� Specify AM � 9-12noon or PM 1-5pm

If you require any further information or assistance, please do not hesitate to contact the customer services department.

Regards

Customer Services

PC Nextday Limited

customerservices AT pcnextday.co.uk

http://www.pcnextday.co.uk

________________________________________

From: chris taylor [mailto:christaylor81 AT hotmail.co.uk]

Sent: 20 October 2008 23:45

To: Customer Services (PCND)

Subject: RE: Order W30750

I have spoken with two different tech support operators who although were very helpful couldn't solve the problem after numerous attempts and suggested that the pc would need new parts?! this is totally unsatisfactory and i've lost all faith in the unit. I am extremely unhappy with the situation and at this point would like to send it back and receive a full refund. However if you can dispatch a totally new base unit to me this week by special delivery i would find that acceptable. If this is not possible for some reason that is also fine and we can go about sorting out the steps to have the broken unit picked up and my money refunded.

Regards

Chris

________________________________________

From: customerservices AT pcnextday.co.uk

To: christaylor81 AT hotmail.co.uk

Date: Mon, 20 Oct 2008 16:27:43 +0100

Subject: RE: Order W30750

If you would like to call our technical department reference your system please call 0870 336 8081.

If you require any further information or assistance, please do not hesitate to contact the customer services department.

Regards

Customer Services

PC Nextday Limited

customerservices AT pcnextday.co.uk

http://www.pcnextday.co.uk

________________________________________

From: chris taylor [mailto:christaylor81 AT hotmail.co.uk]

Sent: 20 October 2008 16:08

To: Customer Services (PCND)

Subject: RE: Order W30750

I have received the recovery cd today along with instructions. I have tried all methods and the pc will still not start up, it just keeps resetting. It says on the instructions that i should give you a call should i require any further assistance but you have neglected to leave a contact number. I am in desperate need of a computer to use for my uni course which is why i made the order in September. Please can you call me today to help resolve this.

Chris

Home phone number: 0*************

________________________________________

From: customerservices AT pcnextday.co.uk

To: christaylor81 AT hotmail.co.uk

Date: Thu, 16 Oct 2008 17:08:54 +0100

Subject: FW: Order W30750

Please see the reply below from our technical department

If you require any further information or assistance, please do not hesitate to contact the customer services department.

Regards

Customer Services

PC Nextday Limited

customerservices AT pcnextday.co.uk

http://www.pcnextday.co.uk

________________________________________

Dear Sir,

This sounds like an issue that occurs with a small percentage of our machines where the install process did not complete successfully. There is an easy fix for this which just involves a recovery CD being sent to you. This CD will be dispatched first class in tomorrow�s post and should be with you within the next three working days.

We will send this disc to:

Chris Taylor

***********

Rugeley

********

If you would prefer this disc to be sent to a different address, feel free to email us. The disc will come with complete instructions on how to run it and should get the windows install process started again.

If we can be of any further technical assistance then please feel free to ask.

Regards,

Dave Stone

Technical Support

PCNext Day Ltd

Email: technical AT pcnextday.co.uk

Web: http://www.pcnextday.co.uk

________________________________________

From: chris taylor [mailto:christaylor81 AT hotmail.co.uk]

Sent: 16 October 2008 16:16

To: Customer Services (PCND)

Subject: RE: Order W30750

Hi thanks for the reply, my order came today but when trying to start it up, it keeps resetting and asking me to install windows. I haven't received a windows disc or any instructions on what i should do to start the PC up. please can you tell me what i should have received to start my computer for the first time. i would appreciate a call today if possible *************

Thanks

________________________________________

From: customerservices AT pcnextday.co.uk

To: christaylor81 AT hotmail.co.uk

Date: Fri, 10 Oct 2008 11:55:35 +0100

Subject: RE: Order W30750

Thank you for your email and please accept our apologies for any inconvenience caused.

I would like to confirm that we do specify on the product page of selected items that the delivery can be up to 10 working days. Please note this does not include weekends or bank holidays.

On all items that are manufactured to order we also advise in Step 2 Delivery Options � Please see product specification for delivery schedule.

You will receive an email from our Customer Services Department on the despatch date, confirming your delivery date.

If you require any further information or assistance, please do not hesitate to contact the customer services department.

Regards

Customer Services

PC Nextday Limited

customerservices AT pcnextday.co.uk

http://www.pcnextday.co.uk

________________________________________

From: chris taylor [mailto:christaylor81 AT hotmail.co.uk]

Sent: 10 October 2008 11:52

To: Customer Services (PCND)

Subject: RE: Order W30750

Regarding the order I placed on the 28th Sep, according to the tracing order info it still just says 'in progress'. Have you a rough idea of when I can expect to receive my purchase? As the money was taken straight away I assumed it would be delivered within the 10 working days, if it's going to be much longer than early next week I would like to cancel the order and receive a full refund.

Regards Chris,

________________________________________

From: customerservices AT pcnextday.co.uk

To: christaylor81 AT hotmail.co.uk

Date: Wed, 1 Oct 2008 15:31:04 +0100

Subject: RE: Order W30750

All our systems are built to order therefore can take upto ten working days to despatch, this information can be found on the product page amongst the additional information section.

If you require any further information or assistance, please do not hesitate to contact the customer services department.

Regards

Customer Services

PC Nextday Limited

customerservices AT pcnextday.co.uk

http://www.pcnextday.co.uk

________________________________________

From: chris taylor [mailto:christaylor81 AT hotmail.co.uk]

Sent: 01 October 2008 01:57

To: Accounts (PCND)

Subject: RE: Order W30750

Hello, just to let you know all the info you have asked for regarding proof of id has been sent by my partner Kirsty ****** the cardholder of the purchase. But if you need anything further please ask. Also I was wondering if there was a faster delivery method I could opt for, any info is greatly appreciated?

Regards Chris,

________________________________________

From: accounts AT pcnextday.co.uk

To: christaylor81 AT hotmail.co.uk

Date: Mon, 29 Sep 2008 11:24:51 +0100

Subject: Order W30750

Dear Mr Taylor,

Thank you for placing an order with PC Nextday Ltd, unfortunately we have received a security alert from your card issuer to the fact that the details you have given do not match those held by your card issuer.

Please note that the details of this discrepancy are not held by PCNextday Ltd.

Due to the inconsistency of information received we will require a form of id sent over to confirm your address, this Id must be recent for example Drivers licence or official Utility bill or Bank/credit card Statement and must show both your name and address.

This information will be treated with the utmost confidentiality and is requested to protect both the company and it�s customers against identity fraud.

Please fax or e-mail across this Id at your earliest convenience.

Please note that all orders are cancelled within 3 working days of this email if no contact is received from yourself.

Our fax number is 0870 600 8197

Please accept our apologies for any inconvenience caused.

Regards

Scott Dowell

Accounts Department

PC Nextday Ltd

Fax +44 (0) 870 600 8197

email accounts AT pcnextday.co.uk

Web www.pcnextday.co.uk

Comment On This

PC Nextday Ltd - FRAUD Warning

PC Nextday has ordered cellphones for 40.285 Euro, and has sent a fake bank transfer copy to us, where the amount war Irrevocable / non cancellable. They have never transferred the amount, and Barclays bank has confirmed, that the banktransfer document, was not initiated by Barclays Bank.

Be carefull, it´s a FRAUD company.

Offcourse we have documents and e-mails which shows/confirm these facts.