Iffy experience ordering from PCCG

lewcianci on 08/08/2013 - 11:53
Last edited 09/08/2013 - 11:16

Hi all,

Just trying to figure out if I'm alone in my experience or if there are other people out there with similar stories to mine.

Basically, I ordered some RAM from PCCG (PC Case Gear) last friday morning. I went through the checkout procedure as per normal, paid up, and left the site. Later that day I got a call from PCCG telling me that there was $15 owing on the order because paypal didn't pay the shipping (or something). I hesitated and said that its kinda a bit of a let down that their system failed and, because of that, its delaying the order process. The guy agreed with me and said that it'd only happened to a few orders out of the hundred they'd recieved for the day (or something to that effect) so I'd need to fix it up manually after the fact.

Then I got an email telling me to pay the difference, and I didn't know how to do that. So I got an email explaining how to do it. I spent about half an hour trying to fix the problem on the paypal site before I realised that the instructions I'd recieved were for the PCCG site, so I paid the difference ($15.30 AUD).

Then PCCG emailed me saying that they were unable to perform the adjustment on the order because they hadn't seen a change in order on their end. Paypal showed my account debited for $15.30. So I've got no idea where its at.

This is my first order from PCCG and will probably be the last considering that its been a week now and no parts have actually moved.

Is PCCG pretty reliable usually or what? I've heard about them on OZB quite a bit and I didn't think ordering from them would be anywhere near this painful.

EDIT: I also asked the guy to waive the $15.30 AUD in shipping, just for the sake of getting the order moving, but he said he couldn't because their prices were already as low as they could go. I'm kind of annoyed that they beta tested a system on live customers, and then won't come to the table when it lets their customers down. For the sake of $15.30 they've lost a return customer. Not that the experience has been totally bad, but its just that there are so many competing businesses out there that do such a better job.

EDIT 2 9-8-2013 : Order shipped today apparently. A full week after it was ordered. Didn't really hear back from them yesterday which is sad, really. Won't be using them again, it seems.

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Comments

  • dktlim on 08/08/2013 - 11:57
    +1

    I got a newsletter from them this week saying they had just recently started accepting PayPal payments. Prior to that it was credit card and bank transfer only. They must be having problems with their new payment system.

    Maybe show them the PayPal transaction receipt. They should be able to identify your payment that way and then manually process your order.

  • plmko on 08/08/2013 - 12:24
    +5

    I've never had trouble with PCCG, always reliable and always fast. But as you mentioned you just got Beta tested.

  • ThadtheChad on 08/08/2013 - 14:10
    +2

    I reckon if a customer has significant issues due to lapses/misconfigurations/glitches in the retailer's systems and is forced to wait/jump through hoops, they deserves some sort of concession. PCCG should have definitely waived the shipping on the item.

    Edit: That said, I haven't had issues with any orders from PCCG.

    • Wade on 08/08/2013 - 15:20
      +2

      Pretty much this.

      Also that customer has a much higher chance of coming back with the thought process of 'These guys didn't need to give me discount, but did! They rock! I should tell my mates about my experience' as opposed to the current 'This company is shafting me and not helping me at all'.

      For $15 I think that's a good spend of marketing dollars.

      • lewcianci on 08/08/2013 - 15:52

        Yeah… I just wanted to see if I was being unreasonable or not.

        Buying the same parts from MSY come in at about $6 cheaper. I only went through PCCG because I had to get them to ship it to my relatives in melbourne.

        Still no reply from them today about the issue.

  • Typical16-bitEnjoyer on 08/08/2013 - 17:54

    I've build probably 2 dozen machines from purchases at PCCG over the past few years.
    Shipping is quick, and ordering/pickup process is easy as.
    Nothing but good feedback from me!

    • lewcianci on 09/08/2013 - 11:19

      Thats good to know. I think what killed it was the paypal addition and the "well, we stuffed it but we're going to hold your order up because of something thats not your fault" factor.

      Likely in years gone by they only had the tried/true bank deposit, credit card, etc etc payment systems.

  • Euphemistic on 09/08/2013 - 09:37

    Sure it would have cost them more than $15 in their time trying to rectify it, and then potentially lose a customer to boot.

    • lewcianci on 09/08/2013 - 11:18

      I guess its a big picture thing. Its not the guy on the other end of the emails fault, its his boss thats probably telling him no.

      • tonyjzx on 09/08/2013 - 11:56

        the guy who does the order confirmation isnt going to be paid more for expediting the order but he's likely to cop some flack for doing this without permission

        nor is he going to get any promotion for trying to bring this to the attention of his superior

        its retailing, live it it

        i try to buy from a local shop if necessary to beat this… or off ebay so there's little ambiguity (comparatively)

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