A high-performance computer makes work, entertainment, or gaming more effortless and enjoyable. Although buying from an original equipment manufacturer (OEM) is convenient and reliable, the standardised hardware configuration may not fully meet particular personal needs. Some consumers will therefore consider building their own personal computer with hardware configuration (“BYOPC” in short).
The Consumer Council conducted a market survey on 10 traders offering online computer custom building services. The survey examined various aspects, including hardware selection and assembly, delivery and returns, and configuration enquiry services to evaluate the overall performance. The results showed that all dedicated BYOPC webpages by the surveyed traders were able to provide sufficient information on parts, but consumer experience and convenience of use varied and there was room for improvement. For example, only the webpages of some individual traders provided additional hardware information on key specifications and compatibility; some traders had no clear display of inventory levels and allowed consumers to order out-of-stock products and only communicated the information when verifying orders, which would not only prolong the BYOPC process but may also upset consumers’ expectations. In addition, 5 traders did not allow or guarantee immediate test runs upon delivery, and consumers encountering problems had to contact customer service representatives separately for follow-up, which was rather inconvenient.
In view of the situation, the Council sums up 4 key considerations for BYOPC, including to (1) confirm parts’ compatibility and make proper configuration adjustments to ensure performance; (2) enquire with the trader directly before placing an order as some webpages did not show inventory levels; (3) compare agent lists to distinguish between licensed products and parallel imports in making informed choices; and (4) video-record the unboxing process and test run immediately upon receipt, and be mindful of warranties against damage. The Council also urges vendors to be more customer-oriented and further improve on these key points to enhance consumer experience and confidence.
The Council researched trends on online search engines, website rankings, messages on various social media and online discussion forums, etc., ultimately selecting 10 local traders providing online customised computer building services for this survey. Between January and February this year, Council staff, acting as ordinary consumers, obtained and consolidated relevant service information from trader websites, terms of use, and customer service channels. 9 of the 10 traders subsequently confirmed and verified information gathered by the Council, while the remaining 1 never responded before the publication deadline despite repeated enquiries, and the Council expresses regret in this regard.
Recommendation 1: Confirm Compatibility of Parts
Adjust Configuration to Ensure Performance
BYOPC allows consumers to customise parts to cater for individual needs. For example, frequent video editing or online gaming may demand higher requirements on the graphics card, random-access memory (RAM), and central processing unit (CPU). However, apart from price and hardware performance, consumers should also pay heed to the compatibility of parts, otherwise it may cause system instability or even assembly failure. For example, the CPU must be compatible with the chipset and socket of the motherboard; newer RAM is not backward compatible, meaning that in terms of both voltage and socket type, it cannot be installed onto a motherboard that only supports previous generations of memory.
The Council triallists enquired with 10 traders about 3 customised PC configurations, covering a total of 7 types of compatibility issues, such as CPU type not compatible with the chipset of the motherboard, insufficient power supply, and the case being too small, etc. Half of the traders were able to identify all compatibility problems and assisted triallist in rectifying the configurations, providing satisfactory service overall; the remaining 5 traders missed 1 or 2 compatibility problems. In addition, 2 traders took the initiative to point out “bottleneck problems” in 1 of the configurations and rectified the hardware list according to the triallist’s budget, demonstrating excellent customer service. The Council recommends consumers to check with traders on the compatibility of the selected hardware configuration before placing orders. Consumers can also utilise websites for checking hardware compatibility. Consumers less familiar with computer hardware could first consider pre-set builds provided by traders, such as word processing builds, gaming builds, 3D rendering builds, etc., before making modifications according to their needs for a simpler and safer experience.
Although all the traders’ BYOPC webpages provided sufficient information on parts, including brand, model, specifications, photos, and prices, the Council recommends traders to further improve webpage design, such as referencing the example of 1 trader in colour-coding compatible parts, and labelling key specifications both before and behind the product name to facilitate comparisons of similar products.
Recommendation 2: Some Webpages Did Not Display Stock Levels of Parts
Enquire Before Placing Order
If traders do not clearly indicate the inventory levels of products during the shopping process, consumers may inadvertently purchase parts that are sold out or need to be back-ordered, which may upset their plans if the order is urgent. 6 surveyed traders clearly stated product information and stock status on their BYOPC webpages for consumers’ easy reference. 1 trader offered 2 buttons namely “Add to Cart” and “Back-order” to reflect stock status, so consumers were informed whether the parts were readily available or needed to be ordered; another 1 trader displayed the stock status on a separate page but not on the BYOPC page, and even allowed consumers to add out-of-stock items to their order. Although the remaining 2 traders indicated some parts as “out of stock”, other out-of-stock products were not labelled and detailed information was also not provided on other pages, showing inadequate inventory transparency. The Council advises consumers to contact traders directly to confirm the stock status if such information is not readily available on their website, so as to avoid the hassle of replacement after placing an order.
Although traders would usually contact consumers for replacement if ordered parts are sold out, the Council urges traders to improve webpage design to display inventory clearly, so that consumers can avoid ordering out-of-stock parts to facilitate a smoother transaction.
Recommendation 3: Compare Agent Lists for Informed Choices Between Parallel Imports and Licensed Products
Market demand exists for both licensed and parallel-imported products. Some vendors outright guarantee licensed products on their websites, while others label such information on specific types of products. Consumers can determine the source of a product by examining detailed information, especially the name of the agent. For example, both of the 2 major CPU manufacturers list authorised dealers on their official websites, and consumers can compare and determine whether a vendor is offering licensed products which provide more comprehensive maintenance services. However, some parallel-imported products may also come with after-sales services provided by agents, and prices may be lower than those of licensed products. The Council advises consumers to make informed choices by enquiring about product source before placing orders. Vendors should also take the initiative to improve information transparency.
Recommendation 4: Video-record Delivery and Unboxing Process, and Test Run Immediately
Be Mindful of Warranty Against Damage
Upon selection of hardware by consumers, all 10 traders could assemble the parts into a plug-and-play computer unit. With the exception of 1 that provided the service for free, the remaining charged $80 to $350 for basic assembly, a difference of over 3 times. Half of the vendors offered free delivery after assembly, while 3 others only provided free delivery for orders reaching a specified amount. Delivery usually required 1 to 5 working days, but arrangement for immediate test runs varied. Excluding the trader who never responded, 5 said they could not allow or guarantee such an arrangement, while the other 4 agreed that delivery staff could wait for a while to facilitate immediate test runs.
Moreover, 7 traders claimed that they would be responsible for any damages caused during delivery, with some indicating that their staff would take photos on-site, retrieve damaged products, and arrange for redelivery as soon as possible, while some advised consumers to refuse to sign for delivery, keep relevant records, and notify the trader immediately. However, 1 vendor indicated that it would not be responsible for any loss or damage of goods delivered and recommended concerned consumers to take out insurance on their own, while another vendor required consumers to initiate contact for further action. Should a consumer find that the unit does not function properly upon receipt, all traders guaranteed replacement of parts not damaged by human factors. The coverage period of replacing defective parts generally ranged from 7 to 30 days, though some traders also specified that certain types of hardware were not covered, such as the CPU, graphics card, and glass parts of the case. If the computer cannot be assembled due to prolonged shortage or non-replaceable parts, over half of the traders promised a full refund of the order, but consumers should be aware that handling fees through e-payment platforms or credit cards might not be refundable.
The Council advises consumers to video-record the entire unboxing process upon delivery, check whether parts are damaged, and request immediate test runs if possible, so that they can point out and make record of damages already present on arrival. Traders should also support such practice to minimise inconvenience or disputes arising from product returns or replacements afterwards.
Online BYOPC is a customised service that meets the individual needs of different consumers. Before placing an order, it is crucial to ensure sufficient information on product and inventory, payment methods and transaction fees, as well as details on delivery and returns arrangements. Although the overall service performance of the traders in this survey was satisfactory, there is still room for improvement to advance vendor competitiveness.
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