www.CUSTOMPC.ie Reviews 950

Reply from www.CUSTOMPC.ie

Nov 10, 2023

Tim ,

We have only one support ticket opened by you which was on the 18th of October 2023 which stated " Despite a number of messages, you have failed to reply ". We replied to him explained we had not received any emails or tickets from you other than the one saying we were not replying to you. In an effor to understand why you were not receiving email from us we sent you a message through your account on the 15th of October 2023 and I provided you with my own personal email address. I write to most if not all customers who place orders with HUMM due to the potential delays with HUMM orders. I do always give me email address in the email I sen. I can see that I personally sent you 2 emails on the 15th of October and you replied to my personal email address. I would please ask you to reconsider your review as we have done everyting possible to ensure you had the correct information and we even gave you a direct email address thus allowing you to avoid going throught the help desk. You replied to my email so I would not have expected you to say later you were not receiving our emails. Your email address is on a personal email server so if you are not receiving email I would advise you contact the support at your hosting company. Please reconsider your review.

Reply from www.CUSTOMPC.ie

Nov 10, 2023

Thank you for your review

Reply from www.CUSTOMPC.ie

Nov 10, 2023

Thank you for your review

Reply from www.CUSTOMPC.ie

Nov 10, 2023

Thank you for our review

Reply from www.CUSTOMPC.ie

Nov 10, 2023

Rafal , We do give an estimation of the delivery timeframe stating 5 to 10 business days on the product page when an order is place and in the order confirmation email. Your order was placed on the 27.09.23 at 10.55PM and it was processed on the 28th of September 2023 and shipped on the 12th of October 2023 which is 9 Business Days after your order was processed and within the originally stated 10 business days. It is important to understand that your payment method " HUMM " is an offline payment method and when you place an order using HUMM no payment is made during Checkout and it can be 2-3 days before we can even hold the components ordered. I personally sent you and email on the 6th of October 2023 to explain that the RTX4090 you order was likely to be delayed and I updated you to the information we had received from Gigabyte. We were told the RTX4090 would be delayed for 7 days and I offered you an alternative RTX4090 however the Gigabyte RTX4090 you ordered came into stock a few days later so I notified you and I had our warehouse ship you the RTX4090 you had ordered. Even with all of the contact and the expectation that the order would be delayed we still shipped and delivered your order within the stated 10 business days. We do try to keep our customers updated and if there is going to be a delay we will let them know and try to offer an alternative solution which is what we did you you. I also gave you my personal email address so as you could contact me direct for updates. I genuinely did everything possible to ensure you order was processed and delivered within the original estimate which was 10 business days.

Reply from www.CUSTOMPC.ie

Oct 3, 2023

Juliano ,

Thank you for your order and for your review.

Your order was placed on the 4th of September and shipped to you on the 28th of September which is clearly longer than the estimate we provided to you on the 4th of September and for that please accept our apology.

The reason for the delay relates to the availability of the Radeon XT graphics card as was mentioned to you by one of our support staff. AMD were to release the new 7600 and 7700 graphics cards in September with the 6000 series cards being removed from distribution stock. Unfortunately there has been no new 7000 series XT cards arriving into distribution which has created delays with pc builds were Radeon 6000 series cards were required. We had allowed our own stock of the 6000 series cards to reduce as we wanted to be able to offer the 7000 in our pc builds as soon as they became available however due to the delay with the 7000 series we have found ourselves hunting for 6000 series cards.

This is a very unusual issue given our usual procedure is to upgrade our customer to the newer model when the out going model is no longer available however due to the lack of 7000 series cards from AMD on this occasion we were unable to follow our normal procedure.

This delay was our responsibility to deal with and if you visit our website you will see that we have removed most of the 6000 series stock from our site to ensure no customers in October suffer the same delay as happened to yourself. Once we have stock of the 7000 Series cards we will update the option on the site and take the new card available.

Please accept our apology and I would hope this delay does not give you a negative experience of this company. We accept our responsibility in this delay but please understand this was a rather unusual set of circumstances which created knock on effects to many builds in September and unfortunately your pc build was delayed.

If you need any assistance please contact us and we will then be able to show you the level of service which comes with the Lifetime support that was included with your PC. I would always recommend you open tickets from within your account as this will give you priority support.

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

Regards

Reply from www.CUSTOMPC.ie

Oct 3, 2023

Daniel ,

Thank you for your review.

Our technicians have many years of experience and they follow procedures which we have upgraded over the years to ensure the quality of the custom pc we supply to our customers in Ireland and across Europe.

Again thank you for your review and we look forward to assisting you in the future.

Reply from www.CUSTOMPC.ie

Updated Dec 7, 2023

Natalia ,

Unfortunately the reason behind this type of delay lies with HUMM Finance and there is very little we can do.

We have to manually process the order stages on many of the HUMM orders due to their payment gateway not sending the correct response to our website which is very annoying for us and our customers.

We have brought the problems with their payment extension to Humm starting in early January 2023 and in October 2023 we were told they had resolved the issue however this was not the
case and orders are still for example showing as " processing " then there is no valid payment showing within our Humm account and we have not been paid and on other occasions orders are showing as " pending " and when we look at our Humm account these orders have been paid for.

Becasue of these issues we must manually process all orders were Humm is the payment method and this is a slow process particualary when we are busy. It is impossible for us to create processes within our business given the Humm payment extension is erratic.

If we remove HUMM as a payment option we inconvenience our customers so we manually process and manage orders which have been paid for using HUMM. This is certainly not ideal and means delays in order status emails and in overall processing orders.

We apologise for our part in this but please understand we have brought to to the attention of Humm and the problem still exists almost 1 year later. If we take action and remove Humm as an option this does not impact Humm but does impact our customers.

We are still working with HUMMS developers to find a solution and our own developers have also looked at making changes however as this is a secure payment gateway we are limited in the changes we can make.

You are not the only customer affected by order status and payment updates who have paid through Humm and we are not the only website affected by the problem.

We do not 100% put the blame on Humm as they have to provide payment gateway extensions for many eCommerce platforms and they work with multiple development companies to do this which does point to it being a very long process for Humm to resolve issues with their extensions.

We will keep sending their developers emails and we would hope at some point that the issue is resolved with a positive outcome.

Again please accept our apology

Reply from www.CUSTOMPC.ie

Sep 28, 2023

If a PC , Laptop or Graphics Card or Wortkstation has been used for cyypto mining then the manufacturer has the right to limit and or refuse warranty as the product has not been designed for crypto mining. Crypto mining will cause severe over heating and can damage processors , graphics cards , memory and even power supplies.

We do not make the decision with regards to refusing warranty on a laptop with the decision made by the laptops manufacturer. It is however not difficult to determine if an item has been used for Crypto Mining by us or the manufacturer.

Corrupt Windows files cannot physically damage a Solild State Drive and I suspect you are referring to an MBR issue witht the SSD which can be caused by corruption of Windows. The most likely cause of this error is a pc or laptop powering off during a Windows Installation or Windows Update.

We do charge to reinstall Windows when we are asked to do so by a customer however to charge is rare and is only done when there is a very specific reason for a charge to be applied.

The owner of the PC or Laptop can always reinstall Windows themselves which will not cost them anything however if we have to collect and return a PC we do charge for both the collection and the delivery and this has been charged at €59.99 in the past. It is the customers choice whether to request we collect the laptop or pc and reinstall windows and we will notify the customer before organising the collection if there is going to be a fee.

If the customer is not clear on the issue and we find the Windows Corruption after inspection then we will notify the customer at that point and provide the reason if there is a charge.

We do not recommend updating the BIOS on a laptop however updating the BIOS on a Motherboard ( desktop pc ) is often necessary when there are updates which offer support for new features. Updating a BIOS is done at the customers risk however it is very rare for any motherboard manufacturer to refuse warranty when the bios is bricked due to the wrong bios version or when the unit is powered down during the update.

Laptops come with a 2 year warranty which starts from receipt of the laptop. If the laptop is 4 years old then it is not covered under warranty however we will examine the laptop and provide our advice on whether repairing is sensible. It is often not financially sensible to repair a laptop particualry if the motherboard , gpu or cpu are damaged. If a laptop cost €1500 as an example the replacement cost of the motherboard which houses the cpu and gpu could cost close to €1000. It should also be noted that if the laptop was purchased 4 years ago then the specification have changed considerable in the time and spending €1000 on a 4 year old laptop does not make sense.

Our technicians are experienced and will provide details of why a product has failed based on their experience and education with our procedures comparable to how the majority of manufacturers will examine & determine a fault.

The difference between us and a manufacturer is that we are the advocate for our customer and we will fight for our customers rights with the manufacturer and there are many examples of this over the last 20 years which has benefitted customers here in Ireland with Gigabytes returns procedures likely being the most well known. Gigabtye did not allow returns from Ireland direct to themselves which seriously disadvantaged customers here in Ireland and we took action and after many months Gigabyte put procedures in place to ensure customers in Ireland were able to place direct returns and obtain direct support. This is one small example of the changes made by manufacturers and their agents we have fought for over the years. We are here to help & assist our customer and we will provide genuine information and advice to ensure the best solution for the customer. If we beleive there is a change a manufacturer will accept a return we will offer to return the item on behalf of our customer

Reply from www.CUSTOMPC.ie

Sep 20, 2023

Thank you for your review. We ceased offering phone support in May of 2015 after allowing considerable input from our customers regards the advantages and disadvantages of removing phone support. More than 75% of customers in 2015 voted to remove phone support. Since 2015 we have added a dedicated Returns application which is available to all customers through their account which removes the need to open a support ticket or to visit the help desk. All aspects of the return can be organised through the Returns Application with RMA Numbers issues quickly for more than 90% of customer returns.It may on occasion be necessary to return a customer attemting a return to our support teams but this is rare. Our returns application was developed based on our experience over a number of years with the HELP DESK and the RETURNS APPLICATION now 100% integrated which means any support ticket can be seen within the RMA for example. We have looked at other options available and we truly believe the application we designed to be superior based on the specifics of selling custom desktop pcs and laptops. We are always open to suggestions but please understand that phone support ended over 8 years ago and this is not a service that can return as we genuinely do not feel it would benefit our customers with this for example. If we answered a call regards a return the staff member answering the call would only be able to advise the customer to create an RMA on the website and wait for an RMA number to be issued. This would add an analogue step to the workflow and create an obstable when a customer wants to make a return. We are a 100% online business and we provide all support through our website as the vast majority of online businesses do in 2023.Please note that if our staff deem it necessary to reach out to a customer they will call the customer on the phone but we do always advise our staff to first email then send an SMS or Whatsapp Message and only call on the phone as a last resort. I hope you now understand why phone support is no longer offered by us in 2023. I have also looked at your order and I can see you have used the returns procedure however you did not log into your account when creating the RMA so you would not have been able to see our past ordered items for example. I am not sure if this was mentioned to you regards the issue you reported with the 1000 Watt Bronze PSU. This psu would not have been reccommended for a Flight Similator PC which was likely using a high end GPU and running at 100% or above for prolonged periods. If we had known of your intended use we would have recommended an 850 WATT GOLD or PLATINUM power supply however this would have been based on the graphics you have in your pc. Be Quiet are a first class power supply and we highly recommend the German Engineered Be Quiet power Supplies as they offer extended reliability. We are here to always help and advise our customer before and after they make a purchase and again thank you for your review.

Reply from www.CUSTOMPC.ie

Sep 20, 2023

Thank you for your review

Reply from www.CUSTOMPC.ie

Sep 20, 2023

Malcolm , Your orders delivery ETA as stated on the product page when you placed your order was 10 Business Days. Your order shipped within 8 business days which was inside the stated delivery estimate. We have one support ticket from your email address which was not created from within your account and we replied to acknowledge your ticket and then again to confirm the dispatch and we included a tracking number. It is important to log into your account when creating a support ticket as this gives you priority and ensures we have access to your order information on the screen in front of us. We provide delivery ETAs on the product page to ensure our customers have a very good idea of when to expect an order to be delivered. We also send you an email when you place your order showing the delivery ETA information again to ensure all customers know in advance when to expect delivery. We are primarily in the business of building and supplying custom desktop pcs and laptops and we offer the component service to our customers as we know the issues they have experienced since Brexit. We are not in the business of providing next day delivery of components and to our knowledge even companies who offer next day delivery across Europe state the delivery terms in Ireland are 5-7 business days. We are here to help and assist all of our customers which is why we offer components and why we provide delivery estimates to ensure all customers are aware of the delivery timeframe prior to placing an order. When we supply orders to our customers across Europe we state the same delivery terms as we do in Ireland which shows our commitment to our customers here in Ireland.

Reply from www.CUSTOMPC.ie

Sep 11, 2023

Thank you for your review

Reply from www.CUSTOMPC.ie

Updated Sep 11, 2023

Paul ,

Please accept our apologies for the delay with your order which has clearly been delayed.

The delay relates to a Windows 11 Driver issue with the Radeon Graphics on the AMD Ryzen 5700G. The current driver is causing issues with the display output and our solution was to use the previous driver however the issue with that comes from Windows 11 updating the driver each time the PC boots. Due to this the PC has not passed Quality Control which is why we have sent you an email listed as FINAL TESTING however we should have made contact with you directly to explain. Our technicians know there is a new W11 driver due for release and the have been waiting for this rather than looking for a proactive solution. I will speak to the build manager when he starts work at 11AM today and I will contact you through your account with an update and a verified delivery date. Again please accept our apologies for what was a clear failure on our part and this failure was to maintain proper contact with you the customer. Over the last 4 weeks we have been very busy which is not an excuse but due to the amount of new orders some of our newer technicians who are not used to how busy we have been made decisions and failed to notify their build manager so he could contact the customer and update them when there was a delay. This should not have happened and we have sent a physical notice to all new technicians with updated procedures to ensure they update their manager who can then update the customer should there be any issues which could delay a PC build. Unfortunately the new technicians assumed becasue they knew what the solution was and were waiting for software updates they assumed it was not necessary to report this to their build manager. This was a failing of our training process which has now been rectified however this does not mitigate our failure to you and for that please accept our genuine apology.

I have made contact with you my email but I did forget to discuss the problem you had with us answering tickets. When I checked the log a I see only one support ticket and it was answered. I will email you to confirm if you were sending emails to another destination than our help desk. Again as I have said this is 100% our fault and we apologise unreservadly.

I have been told by our build manager that your PC shipped with DPD.ie and we confirmed we wanted a Saturday delivery is possible to get the pc to you as quick as possible. You are welcome to email manager@custompc.ie to avoid waiting for a reply from the Help Desk if you need any assistance with regards the delivery.

Reply from www.CUSTOMPC.ie

Sep 7, 2023

Thank you for your review

Reply from www.CUSTOMPC.ie

Sep 7, 2023

Thank you for your review

Reply from www.CUSTOMPC.ie

Sep 7, 2023

Thank you for your review

Reply from www.CUSTOMPC.ie

Sep 7, 2023

Thank you for your review