Advantages I got a full refund (eventually)
Disadvantages Misleading website, bad order system, no email replies, no stock, long wait times, delayed refund
...but I can't. They are actually a ranch.My experience echoes many, though I was a little more fortunate as I managed to get a full refund. If anything it'll teach me to read consumer reviews before committing to buying.
I ordered a custom built PC from eclipse-computers after searching the cheaper end of the market for the components I wanted. Wooed by their very cheap prices and good system reviews in magazines, I went to the site to order:First bad point: I checked each component, with all listed as 'Normally in stock'. In hindsight, this is eclipse-speak for 'Not in stock, but if we're vague enough people will think it is'.
Just prior to order, they say they will 'charge a £50 deposit for custom built PCs'. Apparently, in cowboy maths, £50 is actually £250 and it left my account on the day of order.Two days later, I sent them an email querying whether I would receive notification when the system shipped. No reply.
I then Googled them to see if anyone else had received notification and I found these reviews. Paranoid (and hoping the reviews were simply angry bias), I emailed again. No reply.Two weeks after first ordering, I get a call from them offering me a 'great deal' (yee-haw). They said they had a system already built that was 'similar' to mine and could be shipped immediately.
I asked what was different and they said "oh it's pretty much the same. Same memory, same case". I asked about the more important parts: "the graphics cards? The processor? The PSU?". "Well" they said, "they're a little different".They were all a lower spec. than I'd ordered, so I said I'd rather wait and have my original order. "Umm, there's actually a problem with that" they said, "we can't source the graphics cards, the suppliers don't ship them any more as they're about to release the new range".
Utter balls: these were top nVidia cards and a quick search of eBuyer revealed 100+ in stock. I told them I'd like to cancel the order, but they said I'd have to email sales to do it.Two emails to sales to cancel: No reply.
So I phoned to cancel the order the following day, listening to their soul-destroying hold music for 20mins; once through they tried again to sell me a different system but I wanted to get out while I still could! They told me the refund would be applied in "3-5 days".Two weeks later and no refund. I call again. "Oh, it's not gone through, I'm not sure why not. I'll chase it and call you back in a bit". No call.
I call again the next day. "No, it's not gone through, it'll go through today or tomorrow and it'll be 3-5 days after that. I'll call you when it's done". No call.I wait the 5 days and call again. Again they say "it will go through today" so I called at the end of the day and, lo and behold, they say "it's gone through". It appeared in my account the very next day, 4 emails, 6 phone calls and 5 weeks after first ordering.
I was lucky that I managed to cancel before anything was shipped.In summary, their website is misleading and the order management system is appalling.
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