Maingear X-Cube @ [H]

[RedRocket]

4x1gig sticks of corsair XMS2 8500C5 1066Mhz memory. Of course, when I put the extra 2 gigs in I will run it no where near that speed in the evga 680i motherboard.

 

[Deleted member 119758]

I heard from Wallace, folks. He's been unavailable (the companies don't know when we plan to publish our articles), but he said that he'll be dropping by to comment.

 

[Night Black]

Wow... is it just me, or are a lot of companies that normally score high having problems?

Maingear machine had a virus.
ABS machine scored poorly.
VM machine (That I got) Had internet issues (Eventually solved, but a pain in the ass.), Tech Support reachable about 75% of the time.

Increased business doing something?

 

[MaingearDude]

Hello All,

Don’t judge the entire company, because one employee was careless. Steps have been taken long before this review was published. We caught this infection internally and we’ve since eliminated it at the source. With the recent increase in sales due to our stellar performance, we’ve needed to hire more help. During this time one of our newest employees dropped the ball, and used a pen drive that they also used outside our facility to configure a machine. Let me be clear and say that this practice doesn’t occur anymore, as well as a thorough virus scan being added to our pre-shipment quality check. This is our public apology to our customers, the readers at [H] Forums and any potential customers. We have always been receptive to constructive criticism and have always taken it as good advice. We always take mistakes seriously and not only do we correct them, we see how we can better our performance while we’re at it. If anyone thinks that any of our practices can be improved upon, please don’t hesitate to let us know. We’re sorry!

Best
Wallace

 

[MaingearDude]

Great review guys.

I had considered a XCube, but went with the F131. No, my machine did not have virus.
My guess was as one poster said, got drivers online, got infected!

However, that kinda blows holes in the hole burn-in, full testing claim then, because I just can't see a infected machine testing out too well, even if there were AV app on it to tell them it was there.

Really, there is no excuse for shipping an infected box, not from a small boutique builder that is supposed to be doing more than slapping parts on a box, imaging it, and shipping. Solid testing is supposed to be a part of the boutique deal.

I can say that my experience remains top notch. I firmly believe my system was solidly tested, as it was very stable out of the box, and remains so, with one caveat: a few weeks ago, it started blue screening, got worse, and became un usable for gaming. I tried drivers, etc, only got worse. DL'd Memtest, and ram was failing. I finally called Maingear support, they over nighted the ram to me. fixed. Perfect, like new since.

So, even Rolls Royce can put out a lemon; this should just serve a call to MG to specifically scan any machine they have, and every build before ship.

Xbarbarian, Every machine that leaves our facilities are burnt-in and tested. We do not sit there and place a single person to each machine to play with it for a full 24 to 48 hours to find if there are any flaws, the burn in process we DO is looping 3dMark for 24 to 48 hours depending on our lead times. This just constantly puts strain on all of the components and stress tests it for any failure. We also run Memtest and Prime95 on every machine that leaves our facilities as well as test a few games out. You’re one of our prime examples of how we go beyond our way to satisfy our customers. So please bear with me

 

[MaingearDude]

i wonder if they actually have an ETA for updating their site yet? that gallery has been a bit dead since they changed it several months ago, and i would simply love to see them finally revamp the cart with actual real full info on the different parts.

Not that i'm holding out for that stuff or anything (still have no where to really put a full computer at the moment since most of my furniture is still being built.....cept the floor...) but it would be cool to see something indicating that it's quite literally coming soon.

Within the next month, we are undergoing a complete overhaul of our entire site and product cart which will be placed into a brand new server. It's not a quick process, nor is it cheap.

 

[MaingearDude]

Anyone find it ironic that when the review was good, Wallace Santos (CEO of Maingear) was all over the thread and with this new review thread where there is a virus, instead of explaing how a "hand-built and tested" machine could leave the office (especially one with this price tag) he is no where to be found? What I (and everyone here) wants to know is, how did the virus escape the testing before it shipped off. Either Maingear lied and is no longer testing its computers or the anti-virus was inept. According to a previous poster, this is not an isolated incident. Please step forward and explain in detail just exactly what happened before Maingear's stellar reputation becomes tarnished. Don't be like Bush and his cronies, hiding behind a veil of silence!

As the CEO of MAINGEAR, I don’t get too many chances a day to check the [H] Forums for complaints or even praises. I stay active in the company and when I’m notified I come in and clear things up. I’ve always explained any happenings here at MAINGEAR to the public as a way of showing that we have nothing to hide. I’m here now and ready to let you all know what has happened and how we’ve taken care of it as well. I haven’t lied about anything related to customer service or how we resolve our mistakes. Everybody makes mistakes; it’s how you resolve it that truly expresses your worth.

 

[Modred189]

Good to hear from you, sir CEO. I will be in the market for a gaming rig in the next 6 months or so for my little brother. Knowing he is not nearly as tech savvy as myself, and he's off at school, I am looking forward to picking up a Maingear system for him (well, he's paying for it, I am doing the shopping) .
I know that boutique integrators can have issues just like any other company, but I will feel comfortable recommending a system for him from a company that supports its product. Between this system, the Prelude and the F131's reviewed here at [H], he'll love it.
Anyway, if Apple can sell a few thousand trojan (was it?) infected Ipods, I think a couple boutique systems are forgivable, especially when the problem is fixed, and the free antivirus software is sent as a 'sorry'. I disagreed with [H] in that regard. Sending a free copy of Norton as compensation was above and beyond what was necessary, and impressed me.

Besides, he'd never notice a little virus anyway

 

[RedRocket]

The reason I bought maingear was not to get a perfect computer. It was to get a computer on the cusp of performance, with someone to stand behind me in trouble and to research those issues that arise from time to time. I have built computers in the past and will not doubt build computers in the future. But, when I want innovation and support, I need help. I believed Maingear was that help, and my belief has not been shaken. I need someone who takes chances, and chances mean mistakes, and someone who innovates learns from their mistakes. Maingear does just that. Everything I have experienced and read tells me that they stand behind their product. That is why they get the high ratings (or at least that is why I imagine they get the high ratings). I expect that my experiences with my Maingear computer are not over. Yet, I feel comforted that I am working with a company that stands behind its product unconditionally. Thank you Wallace for your open and honest reply. I could have expected no more. And, thank you [H] for your open and honest reviews. I shall continue to frequent your site.

 

[xcoolix]

The reason I bought maingear was not to get a perfect computer. It was to get a computer on the cusp of performance, with someone to stand behind me in trouble and to research those issues that arise from time to time. I have built computers in the past and will not doubt build computers in the future. But, when I want innovation and support, I need help. I believed Maingear was that help, and my belief has not been shaken. I need someone who takes chances, and chances mean mistakes, and someone who innovates learns from their mistakes. Maingear does just that. Everything I have experienced and read tells me that they stand behind their product. That is why they get the high ratings (or at least that is why I imagine they get the high ratings). I expect that my experiences with my Maingear computer are not over. Yet, I feel comforted that I am working with a company that stands behind its product unconditionally. Thank you Wallace for your open and honest reply. I could have expected no more. And, thank you [H] for your open and honest reviews. I shall continue to frequent your site.

Well said mate. That is exactly how I feel too.

Cheers
Xcoolix

 

[spincut]

Within the next month, we are undergoing a complete overhaul of our entire site and product cart which will be placed into a brand new server. It's not a quick process, nor is it cheap.

i cant really recall if thats the answer i got back in january or not, but thanks for supplying an ETA, within a month is definetly on the horizon. But yes, you did communicate a while back as well that it was a slow process, I guess i just thought that with the first gallery update being the only change that it was incremental, i suppose aside from that you must have been saving the whole thing up for one fell swoop. I cant wait to see it though.

btw, am i the only one who really likes the idea of wallace saying "i'm sorry!" and not "i profusely apologize for the inconvenience this has caused you". I dunno, but for some reason a more frank apology sounds alot better than the one i get whenever i call a place like Dell (they almost automatically apologize intensely for whatever, and as much as i appreciate the idea of that, it sounds hollow and read from a script.....which it probably is considering half the time they dont even know what they're really apologizing for, it's just their new customer greeting).

 

[Ella Lythe]

I'm copying the text of a post I made at the Maingear forums here for all to read.

I walked into Maingear on wensday and was told the reason for the mistake. Let me tell you all that you need not fear anything as far as Maingear not doing the right thing. I can actually say that Wallace goes too far in his need to please his customers. I think he might be a little loco. Kind of like Crazy Eddie was back in the day (Not the stealing part mind you). I have had some issues with my F-131 that normally would have made me drive to a companies office with death dealing and feces throwing on my mind. Wallace has actually made me happy to drive the 80 miles one way to see them. He has gone above and beyond in honoring his warranty. I have recieved no hemming or hawing about what needs to be done. Wallace personally rebuilt my computer due to problems with components that were vendor related.

I have grown to truly respect a man who has made his lifes work one of excellence and a pursuit of perfection in his product. Never have I been happier with a purchase of anything. I can honestly say that Wallace and his little brood of busy builders will always have my support and business. His honesty and complete discretion in the correction of my problems has made me reavalueate my own personal approach to customer service. I only wish that everyone else could see as I have how hard the Maingear team strives to do what none of the larger boutiques and Tier I builders do.

I have had the fortunate opportunity to take my machine in four times since I have recieved it. Fortunate simply because I have enjoyed meeting some interesting characters. Ernesto sp? a truly wonderful Argentinian sportscaster whom made me laugh for the three hours my first visit took. Wallace had Giovanni replace a defective MB for me with only a days notice during a hectic build cycle. He then proceeded to tell me that he would need to replace my cooling solution because there was a remote possibility it may cause some minor perfomance loss.

My second visit was another interesting occasion. I met a nice police officer who made me laugh quite hard in his descriptions of some transients and vagrants as well as the true cost of being an officer in the performance of their duties. Yet again Giovanni was forced to deal with my annoying presence as he installed an alternate cooling solution in a mere 4 hours which required the removal of the same MB he had installed the week before along with having to reinstall all the rest of the components. A few weeks pass and I find myself recieving the dreaded Memtest memory failures that a huge proportion of 680i owners are having. Calling Giovanni my newest stalking victim up, he tells me that they will RMA me new sticks.

My reply "Screw that I'm coming to visit".

A week later I decide to drive up on my day off with my box and have them install the new memory. New memory installed I have Wallace install a copy of Vista 64 Ultimate for me. System up and running we install my copy of Stalker. Thirty minutes of play later I recieve a blue screen. Wallace frustrated by this thinking it is a build issue asks me to leave it overnight. Wallace calls me the next morning to tell me he has everything fixed. Says that hes changed out my PS to just make sure. I return to the shop that evening to see Stalker running on my machine. Lo and behold after some frantic game play BSOD...but wait. Seems that Stalker doesn't like Vista 64. Wallace still wants to check things out. He swaps all my memory to see if we can duplicate the issue. Alas I can crash anything it seems. Old memory restored we run memtest again to see perfection.

It has now been 24 hours since I last saw Wallace and the Maingear crew. I do not consider the 80 mile drive to be a chore. I do not see the time spent on saturdays to be wasted. I see myself as have finding a new small extension to my social network. Maingear has become the watchword for excellence in my life. In my almost 36 years I have never come across a more dedicated or devoted group. Wallace Santos has as his first thought not that of his reputation. His first concern is of the customer being given the best that can be. I regret not that I am now an Official Maingear !!!!!!. I only regret that I hadn't met Wallace and his team sooner.

Joseph Mays


As far as the website update. Wendell is working his butt off on a very nice remake of the site which I have seen progress over the past two months. Changes in the site design have occured due to different agreements with vendors that have changed over time. The site has an all new feel to it. Wendell is working hard to make everything perfect. H-ell they even built the boy a new box to work on the site with. I posted my name with this just to prove exactly how happy I am. How many other companies do you know that have a tech take an order, build your computer, handle all your tech questions, handle your RMA's, and still want to play games with you? I can't think of any.

Maingear has its problems. They are working on their communications issues. And as far as the virus. The person responsible took a laxidasical attitude towards the results of not following standing policy. Result termination for that attitude. I have watched them build at least a dozen systems now. They run these systems at least over night. Yes I have been there two days in a row. BTW 3 Eric's are getting their machines very soon. Wallace had Giovanni reinstall Vista simply because 3dmark wouldnt run. Up too late now going to bed.

 

[XBarbarian]

My Friends,

Just wanted to pop back in and say, clearly, so there is no room for misinterpretation:

4 Months post Maingear purchase, I will gladly purchase the next custom rig, only from Maingear.

I remain completely satisfied, 110%. And I continue to recommend MG to anyone that will listen!

As Ella posted above, their absolute commitment to COMPLETE customer satisfaction has never wavered, not even for a second. I have felt that passion in their support, their attention to detail. Obviously, the issue in this review was as stated, a new employee not accustomed to fanatical compliance to the Maingear standard. I suspect he won't forget it now, as he moves on to digging ditches

And Wallace, you know that in general I have only sung praise from the highest rooftop I can find. I am only occasionally harsh, because I love you guys!

To anyone that may read this thread, search for my Maingear review, search the others, come to the Maingear forums, and see for yourselves. Once someone purchases from Maingear, they remain devoted. As you can see, we aren't unwilling to be critical, we aren't blind !!!!!!'s, we all get a wake up call once in a while,but in the end, not one of us current Maingear owners, would take our hard earned money elsewhere on the next buy.

If that ain't the loudest example of the Maingear experience, I don't know what is. Return business is the greatest review possible. And Maingear has secured mine!

<3 Wallace, Giovanni, Rodger, hmmm... and all the rest of the fanatical Maingear crew!

 

[PinataUT]

I remain completely satisfied, 110%. And I continue to recommend MG to anyone that will listen!

(Multiple choice)
This recommendation would hold a lot more weight with me if
a. his computer wasn't yellow
b. he was 150% satisfied - 110% just doesn't cut it with me
c. only he was more enthused about the company - where's the MG sonnet or at least a haiku?