Parvum Woes

I'm in a similar boat String.

8 weeks tomorrow since I ordered my case. Correspondence is very slow.
 
Teuton said:
I'm in a similar boat String.

8 weeks tomorrow since I ordered my case. Correspondence is very slow.
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You've waited 8 weeks for delivery after ordering? If so, that's shocking.

I'm not sure what to do about this. I've looked at alternative cases and nothing looks as good to me. I'm considering doing a DIY mod to the rear panel. However, the company have acknowledged that it's a design fault and offered to resolve... I just can't seem to get them to action it.

I hope you get your case soon. Please update us when you do. These cases aren't cheap, and potential customers deserve to know what they're up against when dealing with Parvum.

To be honest, before this experience I got the impression they were excellent to deal with.

Edit to add:

When a company takes months to fulfill orders and becomes unavailable to contact... It doesn't look good.
 
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String said:
You've waited 8 weeks for delivery after ordering? If so, that's shocking.

I'm not sure what to do about this. I've looked at alternative cases and nothing looks as good to me. I'm considering doing a DIY mod to the rear panel. However, the company have acknowledged that it's a design fault and offered to resolve... I just can't seem to get them to action it.

I hope you get your case soon. Please update us when you do. These cases aren't cheap, and potential customers deserve to know what they're up against when dealing with Parvum.

To be honest, before this experience I got the impression they were excellent to deal with.

Edit to add:

When a company takes months to fulfill orders and becomes unavailable to contact... It doesn't look good.
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That's correct. It's a custom case and I was told they ask for 4 weeks to complete custom orders. After around 2.5 weeks I asked for an inlay which may account for extra time on the order (surely no more than 1 week). A week ago (after a 2 week wait for a reply) I was told my case was all cut and ready but they had been waiting for a shipment of modding cubes which had been delayed by 3 weeks. My opinion is well I guess I can understand that but the least they could have done was let me know..

Last I heard (26/9) the cubes would be with them at the latest on the 28th or 29th Sept. But since then I've heard nothing and no sign of any shipment.

Quite disappointed, I agree that from other reviews I thought they would be excellent with CS but think others should know what they may be in for.

I don't want to stir the pot and I'm sure the case will be awesome, but it really has been a far from optimal CS experience.
 
Update: Parvum have responded and said the panels have been posted, although I haven't received yet. He has said he'll send again recorded delivery if they haven't arrived soon.

If we get there in the end then fair enough, it's just the communication that's been frustrating.
 
Turning into a nightmare now. It's been 9 weeks since I ordered the case, was told it was "due to land Friday" last Wednesday and that's all I've heard. It didn't come on Friday and it hasn't come since, nor have I heard anything from Parvum.

Communication is shocking, you wait several days (if you're lucky) and get a one sentence reply with no detail. Definitely won't be buying from them again. Just sick of the entire experience now.
 
Teuton said:
Turning into a nightmare now. It's been 9 weeks since I ordered the case, was told it was "due to land Friday" last Wednesday and that's all I've heard. It didn't come on Friday and it hasn't come since, nor have I heard anything from Parvum.

Communication is shocking, you wait several days (if you're lucky) and get a one sentence reply with no detail. Definitely won't be buying from them again. Just sick of the entire experience now.
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My experience has been exactly the same. Was told last Wednesday that the panels had been posted, and if they hadn't arrived the next day I had to let him know.

I emailed him on Friday and am still waiting for a reply. Communication is almost non-existent.

I won't be dealing with them again no matter how this pans out. I fully expect to be retiring this case soon.
 
Bob prints them in his garage on a 3d printer, and I think the 3d printers broken so hes having to cut them by hand with Stanley knife. when they do arrive , they might be a bit wobbly, bob is a bit old now
 
I'm all for supporting the community, especially with innovative and enthusiast level products... but people should know what they will be up against when they part with their money.

A guy in this thread has waited 8 weeks for his order, and I still don't know if he's received his case.
 
String said:
I'm all for supporting the community, especially with innovative and enthusiast level products... but people should know what they will be up against when they part with their money.

A guy in this thread has waited 8 weeks for his order, and I still don't know if he's received his case.
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I did receive the case.. but it was wrong xD sent it back now and going to hopefully get case in the right spec soon.

Since it came I have had very good help in getting me the right case I must say.
 
Hi all! Sad to say my attention was only drawn to this thread the other day. Very disappointing to see the lack of communication and slow replies.

We are doing everything we can to improve on customer support and speed in replying and handling any faults. This issue has come about but only a handful of times and the reason behind it is still unclear. We have made a very small change and sent adjusted panels to customers in the past and it has fixed the issue. However you can see all over the internet people installing first time without issue, same panels.

Both issues in this thread are being handled and we will always take care of our customers best we can. The wrong case issue was entirely down to a mistake on both parts in the first place. Realistically we have gone above and beyond to take a built case that had a full loop in it back to cut an entire new one.

We now are lucky to have a part time staff member taking us up to 4 here in total. This should take a bit of weight off me and give me more time to handle customers with issues.

The reason we are behind and slow at the moment sadly has come down to taking on custom work. After disusing back and forth with OCUK we will no longer be doing heavy custom work. At least until we become a larger operation. We need to keep focus on our retail range and improving it. The L1.0 launch and thus having more time to look after emails and customer support.

I will now monitor this thread to fix any issues moving forward. Our base at the moment has been the owners group in OCN and things get answered much faster there. We have an owners group here but it has somewhat died.
 
String said:
You've waited 8 weeks for delivery after ordering? If so, that's shocking.
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two months for a custom bespoke case made to your specification? not unreasonable at all. if you want a quick service then there are parvum cases available on a next day service available to buy at ocuk.

if you want something unique built to your requirements, you are going to have to wait.


String said:
These cases aren't cheap, and potential customers deserve to know what they're up against when dealing with Parvum.
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so you putting 'parvum woes' in your signature is going to help that is it?

Parvum are a small company trying to grow. The option for support is there from OcUK as well as them but if you buy a custom product direct from a small company then you shouldn't expect the level of service you would get from a company with a call centre and support infrastructure in place.

As mentioned, they are moving away from offering large custom jobs for this exact reason. OcUK have the support network to fix issues and offer customers a good experience when buying a Parvum product.

String said:
When a company takes months to fulfill orders and becomes unavailable to contact... It doesn't look good.
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again, you are looking at this like they are a huge operation. Parvum are a small company doing a huge amount with very limted resources. If you wanted world class communication, industry leading technical support and next day services on everything then you should really be buying a corsair case and not a hand crafted, UK made custom designed product from a small enthusiast ran modding company.

Patience is really what this comes down to and Parvum are moving away from their model of 'CUSTOM EVERYTHING' in order to develop their brand and push sales on their cases. Sadly, showing numerous elaborate custom products at events and trade shows has meant they are known for custom stuff, but nearly everyone who wants that doesn't understand the time it takes to create these things.
 
I'm not sure why you have decided to go for the jugular here, all I can ask is that you bear in mind that I did not start the thread and am not the only person who has raised the issues mentioned here.

I've removed the signature.
 
I know you're not but I am pointing out key facts that seem to have been omitted.

People base their decisions on other peoples experiences and putting Parvum in the same boat as a normal chassis manufacturer is really not fair.

If Bitfenix or Phanteks were treating a customer like this then believe me, myself and OcUK would be doing every single thing in our power to assist the customer and help our brand achieve the service level that you as a customer would expect.

Parvum are not a huge company like that though and whenever anyone has experienced problems with them on this forum they have always done a LOT to rectify issues, often at their own massive expense. Given their size and available manpower, they are doing ok but their is room for improvement and they need threads like this to help them do that.

What really needs to happen is, as mentioned, for them to move away from all this custom work where only they can support it. Their core range is growing and we will be the main point of contact for customers buying cases. Once the pressure is off Parvum and on OcUK then the level of support will be much higher.

As I have said though, it is unrealistic to expect this from them when you are requesting custom work. I have ordered case parts from them before and had to wait in line like everyone else. Custom anything takes time to do and I think a lot of people forget that before they grab their pitchforks.
 
Fair enough. I actually wrote to Parvum last night as they had contacted me yesterday to explain the situation, and had offered me a 20% refund as compensation and a gesture of good will.

I don't think it would be right to post any responses that they sent to me by email, as I think that would be a slight betrayal of trust. However, I will post what my last reply was to them, just to demonstrate that Parvum were doing the right thing, and also to demonstrate that I am not a complete ****.

This is what I sent last night:

Thank you very much for taking the time to respond. Please forget the 20% refund, as much as I appreciate the gesture I simply won't hear of it as I consider your product to be worth every penny. I'm sure when the replacement panels are fitted, I will enjoy this case for a long time to come.

I am not bothered that the case had a flaw, these things happen. However, if you read the email chain I'm sure you could agree that communication has been a very frustrating experience for me. I also need to upgrade my components, and am genuinely fearful that I may damage my motherboard or GPU due to the bad alignment.

I will update the thread on OCUK to relay the positive outcome when my panels arrive. You may wish to have a Parvum Rep post in there, because I did not start the thread and I am not the only person with issues posting in there. In my experience, negative publicity can quickly become positive when a rep eventually steps in to help people out. I'm sure they will all understand your situation.

I would like to end by saying that I find your products innovative and refreshing. You seem to be a victim of your own success at this moment in time. I hope you overcome your current challenges and go from strength to strength. PC enthusiasts like myself need small companies like you to thrive, just as you need satisfied customers in order to grow.

All the best.
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I'm sure most people can understand both sides here.
 
rjk said:
two months for a custom bespoke case made to your specification? not unreasonable at all. if you want a quick service then there are parvum cases available on a next day service available to buy at ocuk.

if you want something unique built to your requirements, you are going to have to wait.
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Two months for a bespoke case may be reasonable, but quoting 4 weeks and delivering after 9 weeks , while being unresponsive to emails is unacceptable if you are a company of 4 or 4000 employees.

Regardless, as mentioned by the rep, communication on my case has much improved and I am now being taken care of very well. I think reducing their custom workload is a good idea, and increasing their retail repertoire will be a great success.

Edit: well said in your email String
 
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Probably your h110 pump making a lot of noise also.

I tried a H110I GT a few months ago, had that thing in my case for 1 hour before RMAing it, the pump made an awful noise.
 
I have just noticed this thread whilst browsing the Forum, and although Parvum cases are not my personal cup of tea, those who do like them and who are currently using, or thinking of getting one, might find the current (December 2015) issue of Custom PC magazine of interest.

The 'Special Subscriber Edition' of this issue has a picture of one on its front cover, with the strapline "Built a tiny gaming powerhouse', and includes a full six page fully illustrated article on building a specialised system, based on a custom version of a Parvum X1.0 mini-itx case.

It may, or may not be of interest to some of the folk who have posted in this thread, but makes an interesting read, nevertheless.
 
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