Have been dealing with PBTech for over 10 years, both through my previous jobs and hardware for personal use.
Most of the time the prices are very competitive, the site is great and easy to navigate, good product range.
Support: the service is great e.g. a few years back a screen developed a fault 6 months after I bought the laptop, PBTech sent it off to the supplier, had it replaced, couriered it back to me in less than a week - amazing service. Have also returned a few other faulty items over the years, never had issues - although haven't had to do this in the past 2 years or so, so things may have changed.
Instore: This is one thing that really annoys me and I hope PBTech (specifically Penrose) pick up their game, as I'd like to continue advocating them. I've had staff tell me "sorry I'm busy" at least twice now when I came up and asked them to help me locate a specific item. This happened in the past 2-3 months and apart from the fact that I normally only have a few minutes to stop off as I'm going from customer to customer, it is also quite off putting. I understand working in retail is tough, have done this myself in my younger years and totally get it, but when you have a customer asking to help find a part that I can see on the website I'd expect to at least be asked to wait for a few minutes until they come back and help me, not to be told "no" straight up. I hope this isn't a new trend that PBTech develops, because I'd like to think they are much much better than that. Still giving 5 stars as I wholeheartedly hope these couple of negative interactions I had were exceptions.