PC Specialist Ltd
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20 year customer, highly disseapointed in the new 'improved' PC Specialist
**Note - I have purchased numerous PCs from PC Specialist for the last 20 years. Generally they are great** Nowell Tuitt is the only reason this isn't a 1 star review. Kudos to Nowell for his support and efforts to try and resolve the situation. Unfortunately, as yet, no real solution but he seems to be trying and that's admirable given the lack of effort or care by the colleagues that surround him. After placing an order for a 'gaming laptop' with a decent spec, paying extra for a quick delivery as it was a birthday treat that I wanted to get here on time I was very disseapointed to find that the laptop had two major issues. 1 being that the fans were so loud that it made it impossible for anyone to be in the same room without having to shout to communicate with each other and 2 being that the temperature of the keyboard makes it impossible to type on (ironic.. given the aircraft take off fans.. and the 5 fan cooling pad). Well it happens.. No big issue as just return it and purchase something with a better spec that is fit for purpose. Right? Wrong. Because I purchased this as a birthday gift, I used a business account to temporarily pay for the laptop so that the funds were hidden from the recipient. So PC Specialist decided that makes it a B2B transaction and therefor "No eligibility to return". This was a back and fourth debate for over an hour, when they eventually decided to take the laptop back and investigate it further and suggested that if it was faulty, they would fix it then refund as per my request. So back the laptop went. For a week. Only to be met with a rather rude email stating "Yes it's very loud. Yes it's very hot. Lots of people have told us they're too hot and they're too loud." followed by "However, it's fine and is being returned to you". What?! So I replied, and got no reply to the email within a day and so I decided to phone them. That's when I got Nowell on the phone who seemed like a great guy. Happy to support and guide and even agreed that it made no sense what was going on. We discussed the option, as per my suggestion, that I could return the laptop for a credit to my account which I could then use towards upgrading my other PCs (also purchased from PC Specialist). Neither Nowell nor I saw any issue with this resolution and so that seemed a go. I just had to wait until today to get a confirmation of this as he had to check with the retentions team. Not entirely sure why they're called the retentions team when all they want to do is get rid of customers.. Which is pretty clear from the recent reviews which show the never ending increase of poor customer service.. It's a real shame that PC Specialist has taken such a nose dive over the years. They have been amazing from start to finish previously and I couldn't have faulted them. Any issues were resolved quickly and ammicably. The new 'improved' PC Specialist however.. Is a complete farse. Kudos again to Nowell, who seems to be carrying PC Specialist on his back. Perhaps pop him into the retentions team so you don't lose all your customers. This is an ongoing situation, in my eyes at least. So I will amend this review once the situation has come to a conclusion.