www.CUSTOMPC.ie Reviews 950

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

Aug 9, 2023

Darren ,

You purchased an item with a stated delivery term of 5- 10 business days from day of processing which was your order was the 27th of July as your order was placed at 23.26 on the 26th of July. Your order was shipped on the 4th of August with DPD and delivered to you the following day. This is well within the stated delivery time for components with the order shipping within 7 business days. The estimated delivery time for each prouduct is shown on the products page so customers can choose to order from our Next Day Range ( 1-2 day delivery ) or from the 5-10 Day Range ( average delivery time 6 days ). You were charged the standard DPD fee for delivery of a small item which included DPDs shipping cost as well as their insurance cost and a contribution towards the Goods in Transit Insurance we also provide. You were charged €7.99 + 23% VAT for the shipping and insurance which is the lowest possible shipping cost. Our mian business is building and supporting custom desktop pcs and laptops and we offer the component service to our customers as we are aware how difficult it has become since Brexit for Irish customers to purchase components for delivery into Ireland. Given UK Distribution is no longer an option we must ship many items from either our own European Distribution Centre or from manufacturers in Holland and Germany which is why we state 5 to 10 days delivery. We carry over €500,000 of stock here in Ireland with over 1000 items available in our Next Day Range however it is impossible to have every item instock here in Ireland. The 13th Generation processor you ordered is normally a stock item however the stock item is the tray version with no cooler and you ordered the retail version of the processor which comes with a cooler. If you look at our Next Day Range you will see that most 12th and 13th Generation processors in our Next Day Range are tray versions and the reason for this is that the price is more competitive given the customer is not paying for the basic Intel cooler supplied with the retail version which is not used by 99% of home pc builders and the reason for this is performance. We would only stock lower end processors to come with coolers for example the Pentium and Celeron versions. We are sorry you are dissatisfied with the delivery cost and the time of the delivery but please understand the cost of delivery is the lowest possible proce given the service from DPD and the timeframe for the delivery is stated on the product page to ensure the customer is aware of the delivery timeframe before placing the order. We have created a component processing and delivery service which allows customers in Ireland access to over 7000 compoenents without having to worry about customs duties or warranty issues and again we are sorry you are not satisfied with the service.

Reply from www.CUSTOMPC.ie

Aug 9, 2023

Thank you for your review

Reply from www.CUSTOMPC.ie

Aug 9, 2023

Thank you for your review

Reply from www.CUSTOMPC.ie

Aug 9, 2023

Unfortunaly based on the information you provided this is a matter for our Goods in Transit Insurer and DPD.

The damage to your monitor is not consistent with transit damage based on our assessment and we have reported this matter to DPD and our Goods in transit insurer so they can investigate.

Please note you signed for the order as being received in good order however it is not our policy to allow shipping companies to use this to avoid their responsibilities which is why we have our own Goods in Transit Insurance.

When our staff however inspected your monitor and its packing we could not sign off on this as goods that were damaged in transit which is why we provided the information to DPD and our own insurer so that they can inspect and decide for themsevles.

We are not claiming to always be 100% correct but we do always air on the side of our customers however on this occasion we cannot do that based on the physical and photo evidence. If we were to simply sign offf on this and it was later inspected by DPD their insurer or our insurer it would create issues for our customer based on a lack of trust in us by DPD and our insurer.

You threatened legal action and unfortunately this may be the only way for this matter to be resolved however if DPD accept they are responsible then this would change matters however given the evidence we do not expect they would be allowed to accept responsibility by their insurer.

I expect you will be asked to complete an Insurance Claim Form in the coming weeks which is a legal document however we are not yet at that point as we are awaiting DPD to send somoen from their insurance team to inspect the item and its packing.

Please note we ship all goods using International Standard Packing which is beyond the requirement for goods being shipping within Ireland. It is not impossible for damage to items which are shipped which is why we have Goods in Transit Insurance in addition to the Insurance provided by DPD.

We do not provide our findings to either our Insurer or to DPD until they reply and give their report to ensure our customers are treated fairly.

Please understand that we must protect our customers and therefore we cannot simply accept transit damage took place when the evidence does not match what is being reported.

If the item was damaged due to an accident when in your posession then I would recommend you claim on your house insurance and we will assidt you with a report but unfortunately we cannot accept this was damage in transit based on the photo and physical evidence. You can organise for an independent third pary to inspect the physical product and the packing if you wish to dispute our findings or the findings of DPD or our Insurer.

This will not be a quick process however we will update you when DPD have inspected the monitor and packing and well as the photos and we will provide you with details of their decision. If their decision is not inline with our decision then we will review our decision before taking the matter to our insurer.

You can be assured we have taken your claim very seriously and we will update you as quickly as possible. Due to the Bank Holiday this will delay when DPD sent their representative to inspect.

I would point out to you that we provide Goods in Transit Insurance in addition to that provided by DPD as a service to our customers but please understand that transit damage is rare however when it happens we have procedures to follow which are based on the terms of DPD their insurer and our own insurers.

This process

Reply from www.CUSTOMPC.ie

Aug 9, 2023

Noel , You ordered a USB Floppy Drive on the 28th of June and we shipped this special order item on the 11th of July. When you placed the order the stated estimated delivery which was listed on the product page showed 15 business days + as this was not a normal item and has not been for 9+ years. It was listed on our site based on it being listed with special order items for building pcs for example internal usb cables. These items are usually purchased in quantity by professional builders so delivery time is not important. We however were not aware this vendor was also feeding a USB floppy drive with their cables and adapters and we will now remove the USB Floppy Drive as this is not an item that should have been on our website. Unfortunaly vendors can update information on our website which 99% of the time benefits our customers however on this occasion an item we would not have listed for sale was sent in their feed which is why it stated special order item with 15 day + delivery. This is an unusual delivery term to see on our site and was listed becasue the USB Floppy Drive had not been entered into a category or updated by our staff. This was our error however please understand that the delivery term was stated and given this is a very special order item you received the item well within the stated delivery terms. It however should not have been listed on our website and I have asked our development team to remove the product from our site as it does not correspond to any category on our site. Please accept our apologies for the confusion and we are happy to see you have now received the usb floppy drive.

Reply from www.CUSTOMPC.ie

Aug 9, 2023

David ,

I can only see one order associated with your name and order number which was for a 4GB DDR3 Memory Module with the order placed on the 30th of June 2023 and shipped on the 13th of July 2023. The stated delivery term for this item was shown on the product page as 15+ Days and the reason for this was that the item was both a special order item and it was out of stock. If the item does not have a stock eta when after 10 days the item will be removed however this is an item which had 3 orders in the past 90 days. We know how difficult DDR3 memory is to get at the moment and we chose not to remove the item from our site as we were given details from the manufacturer stating the item would return to stock in early July which is what happened.

There are no Help Desk Tickets created from within your account which is the quickest way to speak with our support teams. You should log into your account and click create ticket with these tickets given priority over Help Desk tickets.

Please however note that our Help Desk tickets are answered Monday to Friday from 10AM to 4.30PM. We do not answer tickets after 4.30PM week days and we do not answer tickets on weekends or bank holidays with our reply for an after hours ticket generally coming the following business day.

I can see you have received you order so if you need to speak with support please create a ticket from within your account for the quickest response.

Thank You for your order and I am sorry you did not realise the delivery time was going to be 2 weeks.

Reply from www.CUSTOMPC.ie

Aug 9, 2023

Wojtek ,

We do not have a phone support service and we do not display a phone number on our website. We do often call customers on the phone however if a customer then calls the number back they will get a message explaining to create a ticket either at our help desk or from within their account. We ceased offering telephone Support in September 2015 which is approaching 9 years ago.

Our support staff answer tickets Monday to Friday from 10AM to 4.30PM. Tickets created after hours or over the weekend will be answered the following business day.

I can only see one order associated with yourself which was on the 25th of May 2023 for an APC power unit. You created 3 support tickets asking about the order and we answered all 3 tickets.

The weight of the APC unit means it had to be shipped by road with GLS for delivery into our facility in Ireland however the first order did not arrive which forced us to order the item a second time and this is why you order took far too long to be delivered.

Please accept our apologies as this was totally unacceptable and we have made an official complaint with APC and GLS. It is very rare for shipments not to make it to Ireland however it does happen 2 or 3 times a year and unfortunately your item was part of a shipment which disappeared. Once we were aware that the order was missing we placed a new order however we were not aware of the issue for 14 days.

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

Reply from www.CUSTOMPC.ie

Aug 9, 2023

Barry ,

You placed an order on the 28th of June 2023 for a special order Intel 11th Generation processor.

We had one support ticket from you which was sent on the 13th of July 2023 after the order has been shipped.

You stated in your ticket that you had been trying for days to reach us however we replied to the ticket quickly.

You do have a previous ticket from the 5th of July asking for an update on your order and we notified you of the estimated delivery time being 10+ days for the tray version of the non stock cpu that you ordered.

Please note that you have the option within your account to cancel and update orders with the option there to generate your own refund however you never cancelled the order and you have not subsequently returned the item or created an RMA.

The delivery time for the 11th gen processor was longer than normal as this range has now been relegated to special order as now the 12th and 13th gen range are standard and this information is displayed on the product page along with the price and quantity available.

If you want to cancel an order which has not shipped you have the power to do this yourself from within your account with the refund being
processed based on your decision to cancel the order.

You however did not cancel the order and you took delivery of the order.

If you want to return the item you must contact support@custompc.ie and explain your situation to them as they will have access to the same information I have replied to your review from.

We are the only online company in Ireland which has given our customer the means to both refund themselves and cancel their orders and we put this in place to ensure our customers had full control over their component orders.

Reply from www.CUSTOMPC.ie

Jul 7, 2023

Please contact support@custompc.ie and include photos if possible. All items we sell are new sealed so there should not be any scratches on a case.

Reply from www.CUSTOMPC.ie

Jul 7, 2023

Thank you for your review

Reply from www.CUSTOMPC.ie

Jul 7, 2023

Martin ,

Your order for a Samsung Odyssey Monitor was placed on the 13th of June 2023 at 20.02 and it was shipped to you on the 4th of July 2023. Saamsung Odyssey Monitors are special order items with a 10-12 business day delivery estimate which is stated on the product page. The monitor can only ship by road and Sea Freight into us here in Ireland which is why the delivery estimated is 10 - 12 business days. This monitor is not stocked here in Ireland which means when you order this item we must organise its delivery from Samsung in Germany and due to the size and weight the order into Ireland is shipped by Road and Sea with GLS and this means the minimum delivery to you will be 8-9 business days. The time frame for this is on average just over 2 weeks. We do try to ensure all customers are aware of delivery times on special order items and on monitors which is why we have a large notice on the product page.

Reply from www.CUSTOMPC.ie

Jul 7, 2023

Gavin ,

You placed an order using an offline payment method on the 30th of May 2023 with you order shipped on the 6th of June 2023. You have created 1 Help Desk ticket since you placed the order which we replaed to.

If you need assistance you can contact support@custompc.ie or you can open a support ticket within your account which is the option I recommend.

Our support staff work business hours Monday to Friday and all support tickets are answered quickly.

I would point out to you that the ARGUS 800 WATT PSU is a very reliable power support with no faults reported in the 3 years this power supply has been used in our builds or by customers who have purchased to build their own PCs.

If you have a PSU which fails during a build the most likely reason is a wiring issue with case fans or a graphics card which requires more power than the PSU can provide. In our experience home builders plugging the PCI-E for the GPU into the Motherboards 12 Volt for the CPU is the most common reason why power supplies fail at the initial build stage. As you have not support any details I would recommend you create a support ticket within your account.

Regards

Reply from www.CUSTOMPC.ie

Jul 7, 2023

Thank You for your review

Reply from www.CUSTOMPC.ie

Jul 7, 2023

Jan ,

Your order was placed on the 4th of June 2023 at 18.59 and shipped on the 10th of June 2023. You placed an order using HUMM Finance which is an offline payment method and HUMM orders will always add 3-5 business days to the delivery time on an order. This is a matter for HUMM support as only they can ensure orders are processed quickly and since January 2023 Humm orders are now processed offline due to a change made by Humm. The time frame for the processing of a HUMM Finance order is beyond our control and we would recommend you contact Humm support for information on the delay with your order. I am sorry but the issues with Humm are outside of our control and we have been asking Humm for a solution now for 7 months. All Humm orders take no less than 3 business days longer than a credit or debit card paid order and again this is 100% down to Humm orders having to be processed offline.

Reply from www.CUSTOMPC.ie

Jul 7, 2023

Kim .

Your order was placed on the 4th of June 2023 at 00.25 and was shipped on the 14th of June 2023. This was a special order item which had a stated delivery time of 10-12 business days from day of order. We try to ensure all customers are clearly aware of the delivery times of an item which is why there is a notice on the product page of each item. Your order was paid using PayPal which is why you do not get a Pending email from us however you should have received this email from PayPal directly. The order stages for a PayPal order on our end are PROCESSING , PROCESSING STOCK CHECKED , PROCESSING STOCK ALLOCATED and then DISPTACHED. We have a record of sendin you these 4 emails and there is no record of any email failing to be delivered. We use Mailgun to record all incoming and outgoing email to ensure our customers get emails we send. I am sorry for the delay but for this item the delivery time is up to 12 business days. You will see we show delivery estiamtes from Next Day to 15 Business days depending on the item and this information is shown on the product page. We do everything to ship items as quicjly as possible and we try to ensure all emails are answered wuthun 24 hours. Our website is hosted on AWS and managed by a specialist hosting management company with the load times of our site in the top 5% so if you are experiencing slow performance in the site please contact manager@custompc.ie and include information such as the browser you are using , time of access and the pages you were havng issues with. If you are using a VPN then this may cause issues with performance on our site however your IP Address is showing you are using a dynamic ip from Eir however there is a code showing which would seem to show your PC is on a larger network or VPN and this may be the issue. Our website will never be the fastest and the reason for this is that our website is designed for customers designing PCs using our PC Configurator Extension. If there are 10 customers using the PC Configurator this would be like 250 visitors loading pages. We do get high numbers of customer building PCs with our PC Configurators in the evening and over the weekend and this will slow the site down however please understand our proority is to give bandwidth to the PC Configurator. Even when there are 200+ visitors using the PC Configurators the only slow aspect of our site should be the initial checkout stage. If you have experienced a different issue please contact manager@custompc.ie and we will try to understand what happened and we will see if there is a solution.

Reply from www.CUSTOMPC.ie

Jul 7, 2023

Artur ,

You placed an order on the 18th of May 2023 at 6.30 and we shipped your order on the 31st of May 2023. You ordered 3 items on the order with the Aerocook Case coming from our NEXT DAY RANGE and the Thermaltake TRS600 coming from our special order range. The delivey time estimate for each item is displayed ont he product page and it is also stated if you order a NEXT DAY item with a item which days 3-5 DAYS , 5-7 DAYS or 10-12 DAYS then the order will take the time of the longest item. Please note the Jonsbo was in stock for Next Day delivery also even though this was listed as a 5-6 Day item so this did not delay your order. We shipped your order in 9 Business days. I am sorry you did not realise the delivery times. For future referecne the delivery estiamte is on all product pages below the price and quantity and if you scroll your mouse cursor over the delivery estimate you will get more information. Our main business is the building and design of custom desktop pcs and laptops with the component sales a service to our customers. We stock an extensive range of next day delivery items with over 1000 components available for next day delivery. It is however impossible for us to stock all items here in Ireland which is why we clearly state the delvery estimates for all products on the product page.

Reply from www.CUSTOMPC.ie

Jul 7, 2023

Thank You for your review

Reply from www.CUSTOMPC.ie

Jul 7, 2023

Thank You for your review