www.CUSTOMPC.ie Reviews 950

Reply from www.CUSTOMPC.ie

Apr 18, 2023

Thank you for your review

Reply from www.CUSTOMPC.ie

Apr 18, 2023

Thank you for your review

Reply from www.CUSTOMPC.ie

Apr 18, 2023

Rafal ,

You placed an order for a GameForce Laptop which included Windows 10 Professional.

We do not install any bloatware on our pc or laptops and the only software on our pcs is the software requested by our customers.

In saying that you may find on occasion our test software on a pc or laptop which is Passmark , Furmark and 3D Mark with this software used to do performance and stress tests of custom made laptops and desktop pcs.

The only software you requested we did not install on your GameForce Laptop was the AntiVirus / Internet Security Software and no security software was installed.

You created multiple support tickets all of which were answered.

The first ticket asked about order ETA and the second asked about changing Windows 10 to Windows 11 both of these tickets were answered.

You then created 6 tickets tell us that you had in your words " Bricked your laptop ".

Of the 6 Tickets we replied to 4 of the tickets with all tickets merged into one ticket hence 4 replies versus 6.

It seems you chose to update Windows 10 to Windows 11 and you did not have the Sound Driver.

As you created multiple tickets related to the same event you ended up dealing with 2 seperate support staff however one of the staff realised this and notified their manager who merged your tickets to improve our service and to remove confusion.

Our staff organised the drivers which were not availalbe simply to download as the laptop was listed as Windows 10 and we did not initially have the Windows 11 drivers for this model.

We sent you a link to the Windows 11 drivers on the 22nd of March 2023 which was 9 business days on from your original request for assistance with the Windows 11 drivers.

Please understand that for us to received the drivers we had to send a support request to the laptop chassis manufacturer in the Far East and we had to wait for their initial reply as we were requesting drivers which had not yet been made available to pc builders across the world. We have a good relationship with the chassis manufacturer ( motherboard ) and they told us that they were almost ready to launch the Windows certified version of the chassis and that the drivers would be available before the end of March 2023.

We received the drivers overnight on the 22nd of March 2023 and we sent the link to you the following morning.

Your first ticker on the 6th of March 2023 stated you were unable to log into Windows 10 and you had reinstalled a clean version of Windows 10 however you had not copied the W10 drivers from the laptop prior to formatting and reinstalling. We do not place passwords on new PCs and logging into a new pc or laptop requires you to simply click to enter your new Windows install and from there you can create a user account with a password.

Please also note your laptop had a reinstall point created so you could have chosen to reinstall Windows 10 from the restore point even without being able to log into Windows as this option was available from the menu which is available prior to Windows loading.

When I open the first 2 tickets you created after the W10 question there is no text in those tickets however later we did merge these 2 blank tickets with the other 4 associated with the same question which we received on the 3rd ticket.

There also seemed to be a question at one point as to whether you required W10 drivers or W11 drivers and we sent you both.

I agree there was confusion within these tickets but please understand we did not created the confusion and the 2 seperate support staff dealing with your tickets spoke to each other and then brought the issue to their manager and it was agreed to merge the tickets and for one person to reply to you.

You must understand that creating multiple support tickets will create confusion and you will end up almost always dealing with multiple suport staff. If you are replying to support tickets by email and not from within your account the header tracks the ticket.

Reply from www.CUSTOMPC.ie

Mar 13, 2023

Raivo ,

Our RMA and Support System is working as it should and the Chat Bot is there merely to answer basic questions and to point you in the correct direction with regards to the type of support you need.

The Quarantine period is technically still in place and this is a reminder of the covid protocols which were in place to protect both ourselves and our customers however I can confirm we are not currently quarantining returns from within ireland.

Order Status updates when placing new orders are sent my email and sms text to customers and include the following stages/emails pending , processing , stock checked , stock allocated , dispatched , complete thank you. Depending on your payment method and order type you will not receive all emails.

You checked our using PayPal Express Checkout so you bypassed our Checkout which will mean you only receive the PayPal payment confirmation email from PayPal as well as our processing and dispatch emails which i can see you received on the 28th of February and the 3rd of March 2023.

Your order was placed on Tuesday the 28th of February 2023 at 13.48 and shipped 2 business days later on Friday March the 3rd at 12.40.

The estimated delivery timeframe for your order was 5 business days with the order shipped within the stated delivery timeframe.

I have spoken to our support team and you reported blue screening within Windows with the Seagate EXOS 18TB Drive and we are investigating this matter however at the moment we have no found any hardware issue with the drive and for a secondary storage drive to cause a windows bluescreen would be highly unusual. We are assuming you are not using the 18TB drive as your boot drive as this is not recommended given it would slow your PCs performance down considerable.

Our support team will come back to you through either your RMA or your support ticket once they have tested the driver throughly.

I would ask you to please edit your review to show the correct information related to your order with regards to the order shipping within 3 days of the order being placed which means the stated 5th , 6th and 8th day information from within your review cannot be correct.

Regards

Reply from www.CUSTOMPC.ie

Mar 10, 2023

Thank You for your review

Reply from www.CUSTOMPC.ie

Mar 10, 2023

Thank you for your review

Reply from www.CUSTOMPC.ie

Mar 10, 2023

Martas ,

We do not state delivery is 1-2 days on our website.

The delivery estimate is on each products page with the average time 4-5 business days however there are some products which take longer and some which take less time to be delivered.

Your order was not delayed due to the item you order but due to the payment method you used when placing the order.

This order however was cancelled by you within 24 hours of the order being placed with your cancellation stating you were cancelling your order becasue you changed your mind.

The order payment method you chose is an offline payment option and therefore your order would not be processed until we received payment however before this could take place you cancelled your order.

You state we took a week to reply to you however as you can see from your order you placed the order at 20.50 on the 16th of February requested cancellation at 7.37 on the 17th of February and we completed the cancellation at 9.35 on the 17th of February 2023.

The content of your review does not reflect the facts of this order.

We never received payment so we cannot refund !

Between the order being placed and the cancellation it took less than 12 hours.

Reply from www.CUSTOMPC.ie

Mar 10, 2023

Eric ,

Your order was placed on the 7th of February and shipped on the 23rd of February 2023.

Our build time is stated in business days which are Monday to Friday and exclude bank holidays and weekend. Your order should have shipped on the 22nd of February however it did ship one day late and I apologise for that.

In February we were very busy which did increase the delivery time of PCs however as you will notice on our website the delivery time in February was listed as 10 to 14 business days.

In February we brought in new procedures regards the stress and perfornance testing of PCs to ensure all PCs we build were tested to the highest of standards. We added Performance and Stress testing to all PCs were previously this type of testing only applied to extreme or workstation builds. We added new procedures to stress test even lower cost pcs and to give customers the same experience whether buying a €500 PC or a €10,000 PC.

The new testing has added time to all pc builds however we believe the changes we have made will improve the quality of the custom pcs we build and supply to our customers.

We send multiple emails and SMS Text Messages as an order progresses to each stage of the build , testing and dispatch process which happened with your order.

You can also view the status of your order by logging into your account at any point.

Please accept our apology for shipping your order 1 days after the original estimated delivery.

Thank You for your review

Reply from www.CUSTOMPC.ie

Mar 10, 2023

Thank You for your order

Reply from www.CUSTOMPC.ie

Mar 10, 2023

Thank you for your review

Reply from www.CUSTOMPC.ie

Mar 10, 2023

Thank you for your review

Reply from www.CUSTOMPC.ie

Feb 17, 2023

Thank you for your review. We have not offered telephone support since September 2015 and the reason for this is that phone support was not suitable for over 90% of the calls we dealt with. Since 2015 we have offered support primarily from our Help Centre which is connected to email , posts , direct messages , WhatsApp and the contact forms on our website. In 2023 we also added the function for customers to be able to create tickets from within their accounts. We have reviewed phone support over the last 8 years since it was discontinued and we have looked at the issues we deal with through support channels and in 2022 it was shown still that more than 90% of technical support tickets would have taken longer to resolve or could not have been solved over the phone. We have spoken with other companies in our industry who offer phone support numbers and we have found in 2023 their phone numbers are usually automated and ultimately ask the caller to create a support ticket online. We are constantly monitoring this as removing telephone support in 2015 was a big decision however it was not taken overnight and we had data doing back to 2006 which showed phone support each year became less practical. We are always open to suggestions and we are prepared to review this again in the future if our customer want phone support. We sent ana survey email to 20,000+ customers in August 2022 asking if they wanted phone support and if they though it would help them if it were to be added to the available channels. The responding customers who offered negative opinion of phone support was 74% .

Did you have a specific problem with our support team ?

Your account and order does not show any support tickets were created from your account since you placed your order on the 23rd of January 2023. If you would like to give more details on any issue you had with support please email manager@custompc.ie and I can assure you we will look into the matter and report back to you.

Reply from www.CUSTOMPC.ie

Feb 17, 2023

Adrian ,

Your order was placed using an offline payment option and this ads time to your order as we cannot process the order until the payment is received.

Your order was placed on the 26th of January 2023 at 9.26PM and you cancelled the order 5 hours later at 2.58AM.

This information relates to the order reference you have provided with this review ORD-23-01-26-00723117

You do however have 2 orders were payment was not completed with Humm on the 25th and earlier on the 26th of January 2023

You then created another order ORD-23-01-27-00724167 again using Humm on the 27th of January 2023 and included on that order were multiple items which were listed as " special order " and showed delivery estimates on more than 12+ Business Days. Your order was processed and payment was verified on the order on the 31st of January 2023 and the order was shipped on the 14th of February 2023.

Based on the cancelled order as well as the 2 orders were payment was not completed your order was held pending a security review and this added 3 days to the processing time of the order however the reason your order took 2 weeks to be shipped was related directly to " special order " items within your order which had extended delivery times.

Unfortunately there will always be delays to orders were there has been previous payment issues and please understand we must perform security reviews based on certain criteria with your orders being within that criteria.

Humm orders are not the same as an online payment with a debit or credit card and it will always take a little longer to process this type of order and if there is a history of failed orders then we are required to perform a review and this will add up to 5 business days to the order processing.

Unfortunately on top of the payment and processing issue you had multiple items in your basket which were " special order " items with extended delivery times.

Special Order items are mostly related to items offered on our website which are normally not easily available to Irish customers and we offer as a service to assist our customers. These items are not stocked by us and are usually shipped from the manufacturer. There are less than 800 Special Order items on our website out of over 11,000 products and the majority of the special order items are PC CASES however some memory and liquid coolers are in this category. On the product page there is a ICON beside the price stating the delivery estimate and if you hover over the icon you will get information on the delivery time of the product.

Your order was placed at the end of January 2023 and our Christmas Delivery times did not impact your order.

I have tried to answer each point in your review and I have used the details of your multiple orders to provide you with answers.

Regards

Reply from www.CUSTOMPC.ie

Feb 17, 2023

Thank You for your review

Reply from www.CUSTOMPC.ie

Jan 31, 2023

Thank you for your review

Reply from www.CUSTOMPC.ie

Jan 24, 2023

Anthony ,

You placed an order on the 4th of January 2023 at 4.48PM ( Processing date 5th of January ) for an item which was listed as a special order item with a delivery estimate of 10 business days and therefore the Delivery Estimated date was the 18th of Janaury 2023 when you placed the order. The order was shipped to you on the 12th of January 2023 with Greenway and you received on the 13th of January 2023.

We are very clear on our website when it comes to delivery dates for components with a large icon on each product page which states the estimated delivery timeframe and when you hover over the icon with the mouse cursor you receive more detailed information.

If you wanted us to ship an RTX3060 Next Day for example we had 4 different versions available in our Next Day Range and over 30 options in our 3-5 Day Range. The Zotac version you ordered was listed as a special order item and it stated the delivery estimate was 10-12 business days.

We try our best to ensure the estimated delivery dates are accurate and your order was delivered well within the stated delivery time frame which in itself was luck more than anything else as there were serious issues with goods coming into Ireland over the first 2 weeks of Janaury due to bad weather which affected road , sea and airfreight as well as delays with customs which even affected inter EU shipments and on top of all of this Greenway the shipping company we were using ceased trading on the 16th of January 2023.

Our staff worked hard to ensure all delayed orders were shipped as quickly as possible with over 400 orders shipping on one day alone. When GWC ceased trading we sent an email to each of our customer through our email newsletter asking them to vote for a new shipping company with DPD.IE getting 48% of the vote and our first shipments leaving with DPD.IE on the 20th of January 2023. We made the decision not to ship with our alternate carrier Fastway and to bring the decision to our customers.

Many customers were affected by what took place over the first weeks of January 2023 however your order was not affected and your Zotac RTX3060 was received well within the stated delivery estimate which was provided when you placed your order.

Happy New Year

Reply from www.CUSTOMPC.ie

Jan 24, 2023

Brendan ,

We are aware you received the wrong PC and we are working to ensure you get the PC you ordered.

This issue was created by an event we do not at this point understand however human error does seem to be the only explanation.

Your order was packed and shipped in our Carlow Faciity however the paperwork was transfered to another PC which should have been impossible however it was verified as happening by our CCTV.

We have shipped over 6000 PCs in the last 3 years alone and nothing like this has ever happened before.

The PC you ordered and the PC you received were totally different and this could be seen from the PC Case let alone the specification of the PC.

Human error is the only explanation we can offer however for that to happen the person who shipped the order failed to read the information on the order documentation of not one but two PCs as well as not noticing the 2 PCs looked totally different and on top of that they clearly did not scan the barcodes which are printed on the orders.

We consider this to be a very serious issue and the person who made this error will not get the chance to make another error @ CUSTOMPC.IE

There was no intent on our part and from what we can see from the CCTV this was simple human error however the other party who received your PC failed to notify us and have failed to answer our emails and our phone calls to them.

We are organising a new PC to be built for you and we expect the PC to be with you next week.

Again we have procedures in place so this cannot happen however it did and for that we apologise.

You are already in contact with the build manager so you know this matter is being dealt with as a matter of high importance.

Reply from www.CUSTOMPC.ie

Jan 24, 2023

Paul ,

You ordered a CUSTOM PC with a 10 business day delivery estimate on the 4th of January 2023 at 3.15PM so the day of processing was the 5th of January 2023 which means the estimated delivery date was on or before the 18th of January 2023.

Your order was shipped on the 20th of January 2023 and delivered by DPD.IE

The delay with us shipping your order was outside of our control and was directly ralated to GREENWAY COURIERS ceasing to trade on the 16th of January 2023. We chose to not use our
alternate carrier FASTWAY.IE and we asked our customers to vote on a replace carrier with DPD.ie
getting 48% of the vote compared to FASTWAY getting 7%.

DPD.IE shipped the first parcels on the 19th of Janaury 2023 with over 400 of the delayed parcels shipping on the same day.

Changing to a new carrier and shipping with them within 3 days was a feat we could not have accomplished without the help of DPD and the long hours put into this by our staff.

In the first 2 weeks of January 2023 we have dealt with weather delays affecting road , sea and airfreight as well as delays at Irish ports related causing 2-3 day delays with even inter EU shipmets into Ireland and on top of this on Monday the 17th of January we received an email to tell us that GWC our shipping partners ceased to trade on the 16th of Janaury 2023.

January 2023 has been an eventful month and we apologise for shipping you order 2 days late but please understand the delay was genuinely out of our control as even if we had chosen to ship with Fastway we could not have shipped until at least the 19th of January 2023.

Again please accept our apolgies for the delay with your order.

Reply from www.CUSTOMPC.ie

Jan 24, 2023

Michael ,

You placed your order when we were testing the ORDER EDIT function and you chose to remove the PC CASE from your order which meant we could not build your PC.

We sent you an email within minutes of the order being placed however we received no reply.

We then created a support ticket from your account and our build manager exchanged emails with you.

We never expected anyone let alone the first customer presented with the new EDIT OPTION to remove an intrgral component which is required to build the PC.

Your action forced us to withdraw the new EDIT OPTION as now we must create rules for each product to ensure a customer cannot remove a compoment required to build the custom pc.

We had worked on the design of the EDIT OPTION for 3 months however we genuinely never considered a customer would choose to remove the PC Case from their build order.

This change was clearly shown on your Invoice with the TR3A-A SILVER CASE showing the price as €0.00. The PC Configurator knew a case was needed however we gave the option to remove and this caused component which was required to build the PC.

Please refer to the email our support team have sent you to allow us to complete this order.

Please understand that we cannot build a PC unless the customer chooses a PC case with their order for obvous reasons.

The EDIT OPTION function has been removed and will likely not be launched until April 2023 however first we have to make changes to each option template so we can create specific rules which stops a customer from changing or removing an ingral compoent which would stop us from building a PC.

I would as you to look at the email which we sent within minutes of your order on the 9th of Janaury 2023 as this email explained to you that we needed you to choose a PC case or we could not build the PC.

We are not disputing what you ordered and it clearly shows on your Invoice that the case was removed from the order as its name is shown but the value is changed to 0.00 which as I explained took place as you removed the case from the build using the EDIT FUNCTION which was a feature we intended to launch on the 9th of Janaury 2023. A customer however using the function to remove the case was not something we expected anyone to do considering the case is required. If we supplied PC without a PC CASE we would simply we shipping you boxes of components as there would be no way for us to connect them together to build a PC.

If you do not select a PC CASE we cannot build this PC Order and that is unfortunately a fact. If you do not want a PC case the other option is simply for us to ship the components however this does not seem to be what you want.

Your order also shows you only ordered a 256GB M.2 drive with no secondary storage which also seems out of the normal for the design.

Your order has contradictions with you choosing to include a power cable however not a case !

Please reply to our support staff who have been emailing you since the day you placed the order.

Regards

Regards

Reply from www.CUSTOMPC.ie

Jan 24, 2023

Thank you for your review