Warning - Nebula PC Unexpected Stock Shortage

LWalkinshaw88 on 05/12/2024 - 10:03
Last edited 16/12/2024 - 09:05 by 1 other user

Just a warning for anyone considering purchasing from Nebula PC. I recently purchased one of their Black Friday sales PC which included a $350 steam gift card (one of the main reasons I went with this particular merchant).

Today, I received an email from Nebula stating that Due to unexpected stock shortage, they did not believe they will be able to fulfil all the orders of these PCs prior to the 15 December cut off date when these gift cards have to be redeemed.

Most disappointing was that, instead of offering a $350 discount/refund on any of the orders that arrived too late, (due to their lack of planning and poor preparation for the sale) Instead offered to refund the original order, which is utterly pointless now the Black Friday sales period is over and there is no option to purchase a similar product from a different reseller at the same price.

Very disappointing behaviour from Nebula and I would warn anyone thinking of purchasing products from them to steer clear

Edit - I am editing this post to say that Nebula pulled through and were able to deliver my new computer before the steam card cut-off. This included upgrading several of the out of stock components to ensure the PC was delivered within the time frame. They also sent a photo of the computer just in case it wasn’t delivered in time to attempt to redeem the vouchers. while still not ideal that they over committed on orders, they certainly did everything they could (eventually) to attempt to rectify the situation. Hopefully they were able to fill everyone else’s orders as well.

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Comments

  • Hybroid on 05/12/2024 - 10:11
    +6

    Pretty sure the Steam gift card is issued via redemption by MSI directly and so it’s not in their control. Profit margins on prebuilts are razor thin and they likely wouldn’t be able to afford knocking off $350 on one.

    It sucks they didn’t plan stock appropriately before taking orders, but a full refund is the appropriate and reasonable action here.

      • Store RepNebula PC @ Nebula PC on 07/12/2024 - 17:55
        +1

        Unfortunately, the promotion is wholly funded by MSI and we have no control of the distribution or any Steam gift card. If we were in control then without a doubt we would provide compensation however our hands are tied and we are unable to as the funding is not from us.

        • Walkinshaw88 on 08/12/2024 - 06:23
          -3

          Pathetic response. You included the promotion as a selling point for your systems, down to including it in the list of parts breakdowns and including the value of the voucher as part of the total savings/value of the system. Then YOU messed up by taking orders which you did NOT have the stock on hand to fulfill knowing FULL WELL the MSI promotion had a strict time limit.

          The inability to supply a built pc in time is your company’s fault and it is your responsibility to compensate those customers who lost $350 because of your poor planning and negligence. Your refusal to take responsibility and compensate customers is, quite simply, despicable. Let this be a warning to anyone else reading this thread, never trust Nebula PC

          • Store RepNebula PC @ Nebula PC on 09/12/2024 - 18:12
            +1

            @Walkinshaw88: This is the situation we have on hand, it's the truth and is not ideal. Stock delays have impacted fulfilment and this is the result. We had forecasted and back orders with suppliers to have ample stock to fulfil orders in a timely manner before the redemption deadline. As mentioned earlier this is not an excuse and we have implemented solutions so that orders are being fulfilled in a timely manner.

            Orders will be fulfilled in a timely manner. I have replied to all emails regarding fulfilment, if you are still unsure when you will receive your system for redemption please email me and I will resolve immediately.

          • jk82 on 10/12/2024 - 11:07

            @Walkinshaw88: Calm down mate, anyone who read the deal could clearly see how the Steam Gift Card was incorporated into it. Nebula aren't some sort of Walmart mega-corp trying to rip everyone off, they're a small Aussie business doing some great work for a niche market who want powerful PC gaming rigs at the lowest possible price - give them a break. It's a shit situation sure, but I would not expect Nebula to be out of pocket on this one as a result.

            The systems offered in the deal are still fantastic value even without the gift card, and they've even offered to refund, if you were banking on that money. More than fair I say.

  • sharpandcreamy on 05/12/2024 - 10:16

    That sucks, sorry to hear that man

  • Walkinshaw88 on 05/12/2024 - 10:18
    +6

    No I think a discount is the appropriate and reasonable action. As stated in the initial post, a refund is pointless as any ability to buy a similar product from a different merchant at a similar price is now lost as the sales period has ended. That is a direct loss to the customer suffered as a result of Nebula’s poor planning. If the profit margin is razor thin, hopefully that will teach them to plan for their sales better in the future. Why should the customer suffer the loss for their mistake instead of the business?

    I wonder if you would feel the same way if you were now out $350.. Regardless, I think it is important to share details of Nebula’s business practices to warn anyone who may be considering dealing with them in the future. Be aware there is a very real chance their great value deals will not be honoured and you will be left out of pocket

    • brokenglish on 05/12/2024 - 10:31
      +4

      I get you. Thanks for sharing. I would feel the same way. Not only did they dishonour their deal, they prevented you from getting a good deal somewhere else.

      Why should the customer suffer the loss for their mistake instead of the business?

      Such is life. In your situation, I like to think the universe has given you a sign not to get a PC from Nebula. The reasons you can imagine for yourself. 🤯 🔥 💥 🚀

    • Buttocks on 05/12/2024 - 14:26

      I get it also…mega peed off. I was feeling that way waiting for my recent TechFast rig. They could not get 7800X3D CPU from AMD and I expected that other builders be in the same situation. However TechFast offered people on wait list $80 upgrade to the new 7 9800X3D, which was the cause of nil 7800X3D as AMD put resources into making new CPU, I jumped at new CPU. They quickly ran out 9800X3D and the restocked 7800X3D. I know of a couple of people who have been advised they wont be getting there PC before Xmas.

      I figure that Nebula, TechFast and others are also hostages of their own success by marketing great deals that I could not build for same price and were not prepared for all the orders and stock issues. PC builders really should only sell what they can see and not see what they can sell. $350 is a bitter pill.

  • Miryg on 05/12/2024 - 11:27
    +3

    Yup, same here. I purchased my PC on the 15th November. I know there are bigger issues in life, but still fairly disappointed. Jumped on a deal posted on this site.

    • Store RepNebula PC @ Nebula PC on 07/12/2024 - 17:56

      Hi,

      This should be fulfilled by now, all mid-November orders should either be despatched or built by now. This was our target by Friday yesterday. If you don't have a despatch email yet, please email me and I will sort it out immediately.

      • Bargainhunterz01 on 07/12/2024 - 23:10
        +1

        I ordered Nov 15. Haven't got anything….

        • Store RepNebula PC @ Nebula PC on 09/12/2024 - 18:05

          Hi,

          Could you please email me and I will have this actioned immediately? Please put ATTN: Lawrence in the title.

          • Bargainhunterz01 on 10/12/2024 - 07:39

            @Nebula PC: I emailed the generic online yesterday and they said it would be a few more days… Gah

  • Jimothy Wongingtons on 05/12/2024 - 11:34

    @Nebula PC

  • Ozimodo on 05/12/2024 - 11:47
    +1

    Is there a way on ozbargain that this vendor can be flagged to protect others in the future?

    • CrispyChrispy on 05/12/2024 - 11:55
      +4

      The comments section.

      As what others have done with Techfast's longer-than-expected build times.

    • Store RepNebula PC @ Nebula PC on 07/12/2024 - 17:58
      -1

      We will plan better in future for the busiest sale periods like Black Friday, there were various reasons that this happened from stock delays from vendors with ETAs not being met resulting in us not being able to fulfil orders in a timely manner along simply too much volume to handle. This has been a lesson to be learnt and we are doing everything possible to make it right for all our customers. I have been responding to emails all day and will continue to tomorrow on Sunday whilst fulfilling orders.

      • Walkinshaw88 on 08/12/2024 - 06:35
        -3

        Doing everything possible to make it right.. except compensating those customers who are now out $350 due to your company’s inability to fulfil orders, right?

        • Store RepNebula PC @ Nebula PC on 09/12/2024 - 18:15
          +1

          We will make sure we do everything possible to fulfil orders no matter the circumstance before the deadline for redemption.

          I have replied to all emails regarding fulfilment, if you are still unsure when you will receive your system for redemption please email me and I will resolve immediately.

          All WA orders were despatched mid-last week to allow ample time to receive and redeem the Steam gift card promotion.

          • Ozimodo on 17/12/2024 - 17:13

            @Nebula PC: Just wanted to say that after some negotiation I am very happy with the way this purchase turned out. Nebula worked hard to get me the PC in time to claim the redemption. They worked over the weekend and communicated constantly, including requests to swap out some parts where stock was an issue. Only issue I have is with the courier they used (Team Global Express), other than that it has turned out to be an great PC at an amazing price, built and delivered by what turned out to be a cool bunch of people to deal with :)

  • pharkurnell on 05/12/2024 - 12:09

    I've dealt with Nebula and had a great experience.
    Even a few mths after buying I wanted a bigger SSD - they came good with prices for me.

    I think you will find many prebuilt PC stores with fine margins would once or twice in their life experience a shortage, specially if the deal is a killer and gets OzB'ed to death.

    YMMV.

    • Store RepNebula PC @ Nebula PC on 07/12/2024 - 18:14
      +1

      No excuses, we got OzB'd and are currently doing everything we can do fulfil orders.

  • Nousernamehere on 05/12/2024 - 19:09

    Had the same email from them this morning, then 3 hours later got the shipping notification for it. It’s estimated to arrive on the 13th but being delivered by Team GE so won’t be holding my breath on that.

    I don’t see why to make it easier for everyone considering you just need a picture of the PC (with the invoice details which they send straight after the shopping notification) that they can’t just take a picture of it and email that to you to apply for the Stream card? Would save issues with the delay with building them.

    But also a bit pissed at Nebula as had a reply on Tuesday saying that the date for the expiry of the promotion that

    MSI is very lenient and you can still redeem the MSI Steam Gift Card

    Which the other emails from today specifically say it can’t be redeemed after the 15th. So pretty piss poor form to be straight out lying in an email 2 days beforehand.

    • Walkinshaw88 on 05/12/2024 - 22:01
      -1

      Yes, there is no reason why they shouldn’t be able to send us the serial numbers of the MSI products included in the build so we can activate and utilise the gift cards before the expiration date. However, if it is the MSI products which they do not have stock of then I would say it amounts to fraudulent advertising to include the MSI steam gift card as part of the deal when they do not even have stock at the time of advertising..

      • Nousernamehere on 06/12/2024 - 18:53

        You don’t need the serial numbers of individual components, just a ‘picture of the PC’.

        Everything else is just inputting the model numbers of the various components and uploading the invoice.

        Guess for me now it’s completely up to Team GE to deliver it on time..

        • Store RepNebula PC @ Nebula PC on 07/12/2024 - 18:07

          Please also note that if a claim is submitted incorrectly without the system photo, MSI will likely bounce back and you will need to resubmit your claim. The claim won't stay open, it will be rejected to my knowledge. If it's after the deadline being the 15th of December it is purely up to their discretion to process your claim. Please ensure when you submit your claim all information is correct including the photo of the system and components.

      • Store RepNebula PC @ Nebula PC on 07/12/2024 - 18:05
        -1

        Hi All,

        Unfortunately, we have no control over the distribution of Steam gift cards. It's a promotion purely from MSI and they are in full control of distribution and it must be redeemed through them only. I wish we could apply in advance as well however they require a photo of the system as part of their redemption process. All redemption is purely up to their discretion, it's unfortunate however this is how they run these promotions. Serial numbers are also not required during the redemption process.

        Regarding stock levels, we had secured orders with vendors with all stock levels thoroughly planned for Black Friday deals. During this peak period, we did not anticipate vendors to not be able to fulfil our forecast and have extensive freight delays. Nevertheless, we have resolved this issue and have been sending out emails with component substations and upgrades at no cost and still be eligible for the Steam gift card promotion.

        If we had also sent a photo of every system remotely it may impact the claim as our environment will look exactly the same as other potential claims - we don't want to have any issues with the redemption process with MSI.

  • lessarlz on 05/12/2024 - 19:35

    I'm on a similar boat with them, but for a different deal.
    Purchased my PC on November 14th and still waiting for delivery, with no further updates ever since.

    • Store RepNebula PC @ Nebula PC on 07/12/2024 - 18:07

      Hi,

      This should be fulfilled by now, all mid-November orders should either be despatched or built by now. This was our target by Friday yesterday. If you don't have a despatch email yet, please email me and I will sort it out immediately.

      • MissDemeanour on 09/12/2024 - 12:26

        What is the expected date for orders placed on the 20th?
        Everything said 7-10 business days but more so to the end of the timeline but now it's another 3 days (plus the weekend which you say you're working through) with no timeline updates?

        • Store RepNebula PC @ Nebula PC on 09/12/2024 - 18:06

          Orders around this date are trickling through now, if you are still waiting for a pick up or despatch email please let me know and I will resolve immediately.

          • MissDemeanour on 10/12/2024 - 09:09

            @Nebula PC: Should I message you through here or what is the best email?
            Thank you

            • Store RepNebula PC @ Nebula PC on 13/12/2024 - 17:04

              @MissDemeanour: This has been sorted, please let me know if you have any questions.

          • snowykari on 11/12/2024 - 15:50

            @Nebula PC: Also ordered on the 20th and still waiting for dispatch email, with only two business days left (not including the hour left of today) it's disappointing. Was told a few more days when I emailed last week, not sure how many more days we can give and expect to be able to receive the PC in time for redemption

            • MissDemeanour on 11/12/2024 - 22:23

              @snowykari: Don't hold your breath. I'm still waiting on a reply to my message from 9am on Tuesday so now another 2 days with zero updates

              • HoneyNymph on 12/12/2024 - 12:34

                @MissDemeanour: I got a generic reply when I emailed - their replies always go to my spam so they’ve probably responded and might be in your junk.

                I know I’m not getting it in time for the gift card as it’s just too late now but at the very least I would like an actual ETA.

                • MissDemeanour on 12/12/2024 - 13:08

                  @HoneyNymph: @HoneyNymph I just called to follow up and my PC is still not done, but was told I'd receive a picture of it, redemption instructions and the invoice so I could claim.
                  But not holding my breath with tomorrow being Friday

                • Store RepNebula PC @ Nebula PC on 13/12/2024 - 17:07

                  @HoneyNymph: You will be able to redeem before the deadline, please email me and put ATTN: Lawrence in the subject. Please let me know if you do not have a solution regarding redemption yet.

            • Store RepNebula PC @ Nebula PC on 13/12/2024 - 17:05

              @snowykari: Hi,

              This also should be sorted, I have replied to all emails regarding this with a solution. Please let me know if not actioned yet.

  • in this economy on 06/12/2024 - 19:54

    It'd be nice if nebula reached out to their msi rep and worked something out with them, but otherwise a full refund is reasonable.

  • Store RepNebula PC @ Nebula PC on 07/12/2024 - 17:54
    +1

    Hi All,

    We are all hands on deck fulfilling orders hence my absence. I have sent that email in the rare case that you don't receive your order on time due to various factors like courier delays and if you are able to take delivery with signature etc…. However, rest assured we are doing everything possible to make sure you have your rig before the redemption deadline.

    I have personally replied to all enquiries and am still working on it. There is no excuse, we've been smashed from the Black Friday sales and did not anticipate this much volume. MSI has also not been accommodating with our current circumstance as they need to make it fair for other resellers understandably.

    If you have any questions please let me know, my absolute top priority at this stage is to fulfil orders.

    • Walkinshaw88 on 08/12/2024 - 06:33
      -3

      No excuse.. except the excuse you are using to dodge compensating all the people who have now lost 100s of dollars in vouchers due to you selling stock you didn’t have on hand and fraudulently representing your turn around/dispatch times “oh it wasn’t our promotion!”

      • Store RepNebula PC @ Nebula PC on 09/12/2024 - 18:04
        +1

        This is not an excuse, we are doing everything possible to make sure you will have the system before the cut off.

        Promotion T&C's were always stated on every post, all these promotions are vendor funded from games, gift cards and more.

  • marchozb on 09/12/2024 - 18:24

    Evatech got my custom PC build to me in 7 business days during their black friday promotion. Beyond impressed 🙂 10/10

  • bbbargain1 on 10/12/2024 - 19:46
    +2

    Personally they shit me off when they couldn't send photos or videos of their unique case (only had one basic zoomed out picture couldn't see io panel or any features) and when I asked on chat they said when they have time. I don't know how hard it is to snap a few pictures when they have time to film memes with tomato sauce but maybe I'm just old. I'm still waiting for a pc deal to make me purchase.

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