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My new VM computer - problems ALREADY

F

flashf15

n00b
Joined
Jan 30, 2007
Messages
55
Well, almost from the start I have had problems with Vista. Many of the programs - control panel, welcome center, ultimate extras, etc... would flash but never open. I called tech support 3xs already and have had to reinstall Vista. Unfortunately, I only have about 2 - 3 hrs of free time available to set the computer up and 2 of the times that I called I sort of felt like the guys I spoke with were a little rude. I went ahead & set up an in-house service and now I'm glad that I did that because now I don't have any idea what was originally set up on the computer - drivers, software, etc.... I really want the computer to be just like it came out of the box minus the orginal issues. I SHOULDN'T have had to reinstall the OS within 4 days of receiving the computer!!!! I hadn't even installed any software myself - the ONLY thing I accomplished was to setup my network with my other computers.

This is my first experience with Velocity Micro & I had hoped it would be a great one, but I'm a little disappointed right now.
 
Without much more info its hard for anyone to tell if you're describing user error, vista issues, hardware problems, software problems, and so on. Kind of tough to cast aspersions on VM on the forum when you don't even have a specific issue to point to.
 
Well, let's see - what sort of information would you like?
My computer:
Cinemagix S85
750Watt Power
D975XBX2LKR Bad Axe II Mobo
QX6700 processor
Arctic Cooling
2GB Corsair XMS2 DDR2-800 memory
8800 GTX graphics card
ATI TV Wonder
Creative X-Fi XtremeGamer
500GB WD hard drives in Raid 1
16x Liteon DVD+/-RW Dual Layer
20x Liteon DVD+/-RW Dual Layer
Floppy Drvie & Media Reader
Ethernet Network Adapter
Vista Ultimate 32-bit

The only software I saw on the desktop that was installed by VM was Adobe reader & SureThing cd labeler. I opened the reader once & hadn't even touched the labeler software. I set up my cable internet, activated windows & set up my network - which I really didn't do much. I hadn't even setup my printer yet!!! And, no additional software was added.

I start the computer & never see the Welcome Center, click on control panel & the circle pops up then the window flashes & disappears. Same thing happened with Ultimate extras, etc... So, how could this be user error????? You click to start the control panel & the window flashes???? Come on ... I have been using computers for a LONG time - this is NOT my first one.

SO, I reinstalled the OS per the recommendation of tech support. And, now I have no sound out of my speakers - so I am assuming that I need to locate the Creative disk & install those drivers and I am not really sure what else I need to install drivers for - my mobo?? I saw a window pop-up about my graphics card driver & so I've reinstalled that, but like I said I'm not really sure what else was originally installed in the computer.

I don't really like speaking with tech support who seem a bit rude - especially after I made such a large purchase. I don't have all day to spend on the computer working out problems & didn't really expect to have problems from day 1. My biggest issue is what was originally installed ...

I don't think that anyone would be happy having to reinstall the OS 4 days after receiving a brand new computer.
 
Shame on VM for letting this PC get out its doors in such poor condition. Shame on their techs for being rude and not kissing the ground that flash walks on. They need to be bending over backwards to fix flash's problem for the amount of money that I'm sure he spent on his PC.

Hope everything works out for you flash.
 
thank you! I'm sure that everything will be worked out eventually, but this sure is a pain.
 
That's one of their new media centers, isn't it?
 
Id thow XP Media Center Edition on it and eliminate the software as a problem. Better, dual boot it.
 
I really apologize for the trouble with the system you are having. My question, was the system acting this way the very first time you posted? We thoroughly test every system before we "re-seal" the OS, and sometimes that can screw up a system, and our QC checks and quality auditor don't experience what you will the first time it starts. It's unfortunate, and I know we are working with MS on ways to make the re-seal process better. Microsoft requires us to re-seal every computer before shipping. I am especially sorry if a tech was rude to you.

Heather, aka VelocityCare, is out at the moment on maternity leave, but knowing her she will be here in the next few days to check in. Please send her a PM with the name of the tech. She, nor I, will tolerate rudeness of any sort, but Vista has been quite the handful for our tech department, and the guys and gals are all working overtime to keep up.

There should be a driver disk included that has all of the drivers for audio, video, chipset, and whatever else should be needed. Without installing these drivers, is the system opening the control panel properly now? Are the original problems solved? If not, I'd look at reseating the memory and video card.

We won't leave you hanging, and I'm sorry there is no easier way to get these matters resolved. My sincere apologies.

Randy
 
Randy,
Yes, I think the system acted like this from day 1! I've only had a couple hours a day to do anything so I haven't done much at all. Wish Heather my best! Kids are great, but that is why I only have a couple hours a day - while my son is napping. I can not have him in this room with all the wires & computers - a 2 year old could do some damage!! I will email her with the information. I only have the 1 tech's name & I sort of felt like 2 were a little off - maybe they were just a little tired of Vista problems & it was Saturday too. The very 1st guy I spoke with was great - during the week! I'll start writing down names from now on.

So far without reinstalling the drivers from that disk, Vista seems to be working - or at least I can open the Control panel, welcome screen, etc... I'll go ahead & put that driver disk in & see what happens. I'll post the results after that.

I know that computers can be GREAT but they can create large headaches as well. But, I figured that you would be reading the forum & so I that's why I posted. I do have a scheduled visit, but I don't know when that will be - I guess the tech will call on Monday. I've never done that before so I don't know what to expect. I just thought I would go ahead & get it scheduled. Thanks for the reply!
 
Ok, so I think I've installed most of the drivers on that disk. I had a few problems:

mobo>audio> wouldn't install

tv tuner> problems with 2dvddecoder then the remote so I stopped & now I have an error message when I log into the system. So, now I've stopped - this is why I didn't want to do any of this!!!

Time for bed.
 
btw ...

Why do I have 2 disks from Nero & 2 disks from PowerDVD? They look like they are the same. I have not put them into the computer, but from the outside they look identical.
 
Randy

How does your onsite help work?? Do I need to stay home all day waiting on a phone call??
 
it might be nice if the QA process included a few minutes with the system in a 'paint-can-shaker' like device to subject it to the trauma and violence it will be put throgh in shipping to see what may shake loose.

Right now the world is being exposed to new OS, new drivers, new hardware. thats why i suggested tryng out xp media center edition. eliminate new os.
 
flashf15 said:
btw ...

Why do I have 2 disks from Nero & 2 disks from PowerDVD? They look like they are the same. I have not put them into the computer, but from the outside they look identical.
Click to expand...

Those discs normally come with with dvd burners and since you have two dvd drives in your computer, they gave you both sets of discs.
 
i really dont think complaining about VISTA is justified... yes, you have trouble, and VM is trying to help you, maybe you should be calling microsoft about their program, rather than Velocity Micro, who, while building your computer, didnt not manufacture the OS... And MS knows more about it than they do...

Sorry to sound condescending, but its not so much VM's problem as youre making it out to be... youre an early adopter so you are taking on the inherent problems of a new OS...
 
1. Thanks - I hadn't thought about duplicate disks for each drive - that makes sense!

2. XP Media Center - not a bad idea - do you have a copy?? Because I do not. The only OS that I have for this brand new computer is the Vista Ultimate which came installed (as I purchased it). I'm not purchasing a copy of XP Media Center just to wipe out Vista Ultimate - maybe that is what I should have purchased in the beginning, but now it's a little too late. thanks for the input.

3. Complaining about Vista is not justified???? You MUST be confused. I'm not complaining about Vista - I AM complaining about VM tech support (2 of them). I haven't even had the chance to play around with it!!!!! I was just stating a FACT that Vista was not running properly from day 1 & I called the people who INSTALLED it onto the computer to help me take care of the problems. BUT, I felt like they left me hanging & in the dark. Why would I call Microsoft?? They are NOT the people that built the computer, they do NOT know exactly everything that was on the computer. WHO would you call if you booted up a BRAND NEW computer & it didn't work????? The company that put it together OR the people who designed the OS?? Maybe it was an issue other than the OS & if it was then Microsoft would be a waste of time. Maybe I am an early adopter of Vista so what. I haven't installed ANY software or done ANYTHING with the computer. And, it was a NEW system not an upgrade. If I was doing an upgrade then maybe calling Microsoft would have been a good idea. I did NOT post this message on the forum to be insulted. I posted it to let people know about my problem.
 
Well, isn't this something ... I just turned the VM PC on this afternoon (1st time today) & Vista is acting funny again. Must have something to do with one of the drivers that I reinstalled last night. And, right now I hear a strange clicking/popping noise from the computer. I haven't heard that before - it's not constant, but a couple times/minute. Maybe that will go away. I'm going to reboot & see what happens.
 
I think your complaints are legitimate.If builders are going to make this new OS available for systems,they have to be prepared to deal with these issues.When you pay the kind of money a new system costs these days,you have a right to expect it to function properly.
It might be interesting if a survey were taken with the various system vendors to find out just how many additional problems Vista is causing them compared to XP,and if it's better or worse than the issues they faced when XP was first released.
 
I agree completely with you michael.pa2!

Well, after the reboot same problem exists!! I think that I will just wait until tomorrow & hopefully, that will be when my onsite person comes to fix things.

I'll let you all know.
 
Out of curiosity, did you install anything from the Creative labs disk when you got it? I know this is another area where there is plenty of trouble. I'm not at all trying to point fingers, just getting to the bottom of the trouble. I'd only use drivers from the VM drivers disk that was created for you system, and I'd throw away a Creative disk if your system included one.
 
I agree, that if an integrator puts an os on a system they are saying that they stand behind it, thats what you are paying for. if they felt it would not work, they should not put it as standard and only put it on 'AMA' at your insitance, which in this case i gather you did not do.

as to xp media center, what i am suggesting is that you have VM send you one and you 'return' vista until its cooked. functionally, they are virtually identical.
 
Resealing is a tricky process. When I got my VM, the networking got wiped out. I also could have possibly missed getting Home Premium by a day.. (System was shipped one day before I could have asked if the option was available.) But nevertheless, the system runs awesome after I installed a few games. Highly stable, quick, and well built.

That being said, the support has been awesome. I still recommend them to all my friends... except my friends are a bunch of dell and mac zealots.

There's only one issue that still remains with the new computer. I have a EVGA 680i quad-core issue to worry about, but that's out of VM's hands.

Hope everything works for you.
 
Can you send me a private message or email (htaylor@velocitymicro.com) with your contact information, including your technical support number? I'd like to look into this matter more, but I need to see the configuration of your system and the issues you've been working with us on. All I ask is that you give me a day or so to get back with you--as Randy said, I just went out on maternity leave and I'm less than a week out of a c-section. I don't want to answer your questions all doped up...lol.

I'm not going to do the whole pointing fingers at Vista thing, either...to be honest, my main concern is getting you back to perfect now, no matter the original cause of the problem. Yeah, using a brand new OS right after release is sometimes risky, but you shouldn't have to suffer now because you ordered it. We'll stand behind you and your purchase, no matter what.

Our onsite technicians are supposed to call the customer within an hour of accepting a call. If they did not call you, I will personally see that it's taken care of in a more 'permanent' fashion. :D
 
Out of curiosity, did you install anything from the Creative labs disk when you got it? I know this is another area where there is plenty of trouble
Click to expand...

No, I hadn't gotten to that point at all!! When I 1st got it I got it connected to the internet (had to call my cable people for that), activated windows & tried to get all my computers file sharing via my network. No installations except what VM did!! Do you think that disk was used prior to shipping?? I will make a note of getting rid of that disk. The only disks I've used since is the Vista install, Velocity driver, & I did put the ATI disk in with the VM driver disk. That's it.

I have already sent you a PM, but will send you another with my contact info soon.

Switching out the OSs is an idea - I'll think about that one! But, 1st I'd like to see if we can get Vista working properly - if not - we'll see. Let's hope for the best.

Thanks NightBlack! I'm sure we'll get things working properly!
 
I'm sure VM has more volume than me but the two of the three rigs I just built customers had me install vista. I can tell you that going to a bare bones install (EG onboard sound or no sound, no raid, single HDD) helps with diagnosis of issues. Adding parts and the complexity one by one I was able to determine the issues for the user. Long story short, getting rid of raid 0, and the creative card, and using onboard sound did the trick, though one of the users decided to go ahead and have me install MCE 05' anyway.
 
flashf15 said:
1. Thanks - I hadn't thought about duplicate disks for each drive - that makes sense!

2. XP Media Center - not a bad idea - do you have a copy?? Because I do not. The only OS that I have for this brand new computer is the Vista Ultimate which came installed (as I purchased it). I'm not purchasing a copy of XP Media Center just to wipe out Vista Ultimate - maybe that is what I should have purchased in the beginning, but now it's a little too late. thanks for the input.

3. Complaining about Vista is not justified???? You MUST be confused. I'm not complaining about Vista - I AM complaining about VM tech support (2 of them). I haven't even had the chance to play around with it!!!!! I was just stating a FACT that Vista was not running properly from day 1 & I called the people who INSTALLED it onto the computer to help me take care of the problems. BUT, I felt like they left me hanging & in the dark. Why would I call Microsoft?? They are NOT the people that built the computer, they do NOT know exactly everything that was on the computer. WHO would you call if you booted up a BRAND NEW computer & it didn't work????? The company that put it together OR the people who designed the OS?? Maybe it was an issue other than the OS & if it was then Microsoft would be a waste of time. Maybe I am an early adopter of Vista so what. I haven't installed ANY software or done ANYTHING with the computer. And, it was a NEW system not an upgrade. If I was doing an upgrade then maybe calling Microsoft would have been a good idea. I did NOT post this message on the forum to be insulted. I posted it to let people know about my problem.
Click to expand...

if the COMPUTER didnt work, i would immediately call VM, but the computer DOES work. It is the OPERATING SYSTEM that is having trouble. NEVER did i say, that VM should NOT help, i just said you should consider talking to microsoft... and NO WHERE did i insult you, i merely suggested talking to Microsoft about their operating system...

Look at your attitude towards advice, im advising you to talk to Microsoft, the ones who made the operating system (Who installed it is irrelevent, by that statement, i should know everything about any program i have installed on any computer. ) and you are screaming at me... (ive been speaking completely monotone in my head while writing this, caps are to show importance... ) I dont think youre giving the techs enough credit from the way you are speaking to me...

Again, if i booted up a BRAND new computer and it didnt not turn on, or POST, i would immediately call the manufacturer (or diagnose it myself assuming it was a shoddy OEM ) BUT, and i stress the BUT, if the the OS (Assuming Windows.) was BSoDing, or not acting properly (explorer windows closing without reason for example... ) i would call microsoft... as even if i had built it, they know there way around it better than i do.

Just some advice... im trying to be helpful here... and if my comments are just being disregarded as "Rude" which they most certainly are not, im not going to bother responding...
 
0mega said:
if the COMPUTER didnt work, i would immediately call VM, but the computer DOES work. It is the OPERATING SYSTEM that is having trouble. NEVER did i say, that VM should NOT help, i just said you should consider talking to microsoft... and NO WHERE did i insult you, i merely suggested talking to Microsoft about their operating system...

Look at your attitude towards advice, im advising you to talk to Microsoft, the ones who made the operating system (Who installed it is irrelevent, by that statement, i should know everything about any program i have installed on any computer. ) and you are screaming at me... (ive been speaking completely monotone in my head while writing this, caps are to show importance... ) I dont think youre giving the techs enough credit from the way you are speaking to me...

Again, if i booted up a BRAND new computer and it didnt not turn on, or POST, i would immediately call the manufacturer (or diagnose it myself assuming it was a shoddy OEM ) BUT, and i stress the BUT, if the the OS (Assuming Windows.) was BSoDing, or not acting properly (explorer windows closing without reason for example... ) i would call microsoft... as even if i had built it, they know there way around it better than i do.

Just some advice... im trying to be helpful here... and if my comments are just being disregarded as "Rude" which they most certainly are not, im not going to bother responding...
Click to expand...

exactly what I was thinking
 
I know this is off-topic horribly but I HAVE to say it.


Reading Heathers (sp?) first reply to Flash made me SMILE! Yea, smile. I actually felt GOOD. The dedication VM gives to the customer and this board is, just, amazing. I can't think of any other word. It's mind boggling to wonder how any other Teir-I CAN'T do this.


Really.


Thank you VM. I've never had the luxury to purchase from you, but I eagerly await the day!



O.S.
Sorry to jack your thread for a bit Flash ><
 
0mega

Since he purchased an OEM OS, by definition, the OEM, not MS is responsible for support. [Right click on your 'mycomputer' or 'computer' and look at properties and see who to call for support] Anyone who has called MS support knows that if you are calling about an OEM computer the first thing they will do is refer you to the OEM.

As you read, he did call the OEM first but received a less than stellar performance. Likely feeling frustrated that he paid extra for someone else to build it and the rightful expectation that it at least work as advertised, he relayed his experience. I appreciate this as it helps me with future buying decisions. In this case I might be able to get insight into my own purchase and possibly relay some of my own experiences to him.

From his post I can see he isn’t a hardcore enthusiast but one who simply wants what he paid for, in this case, a completely functional system and quality service.

You sound like a guy who knows what he is doing and has the time to do it, not everyone does.
 
legendz411: I just wish they would have a few more choices on cases. It took me a month to convince myself that its whats inside that counts, not the shell. But damm.. sex sells. :cool:
 
I really appreciate the posts from Heather! And, I know that VM will help me out here.

BTW, I am not screaming at anyone! I certainly have not screamed at any VM techs. All I've done is asked for their help & have felt like they've left me hanging. I do appreciate advice, but there is not need to be condescending or even sounding that way. Maybe I should have called Microsoft 1st, but I didn't. Fact is, I called VM 1st. And, now I am just wanting them to help me get it back to the state it was before it was re-sealed because I would assume that they would not send out a PC with an OS that was not operating properly. Maybe I am wrong about that, but I don't think that VM would do that.
 
0mega said:
if the COMPUTER didnt work, i would immediately call VM, but the computer DOES work. It is the OPERATING SYSTEM that is having trouble. NEVER did i say, that VM should NOT help, i just said you should consider talking to microsoft... and NO WHERE did i insult you, i merely suggested talking to Microsoft about their operating system...

Look at your attitude towards advice, im advising you to talk to Microsoft, the ones who made the operating system (Who installed it is irrelevent, by that statement, i should know everything about any program i have installed on any computer. ) and you are screaming at me... (ive been speaking completely monotone in my head while writing this, caps are to show importance... ) I dont think youre giving the techs enough credit from the way you are speaking to me...

Again, if i booted up a BRAND new computer and it didnt not turn on, or POST, i would immediately call the manufacturer (or diagnose it myself assuming it was a shoddy OEM ) BUT, and i stress the BUT, if the the OS (Assuming Windows.) was BSoDing, or not acting properly (explorer windows closing without reason for example... ) i would call microsoft... as even if i had built it, they know there way around it better than i do.

Just some advice... im trying to be helpful here... and if my comments are just being disregarded as "Rude" which they most certainly are not, im not going to bother responding...
Click to expand...

I dont know why VM even bothers to install an OS. They should just put the parts together, make sure it POSTS and ship it to the customer. Let the customer install the OS on their own, find the correct drivers and so on.

If a video card ever goes bad, don't call VM. Call Nvidia or ATI. It's their hardware. VM just assembles it and makes sure it boots before its shipped.

Sounds like a good business to me. Charge 3,000 grand for just putting parts together.
 
I will admit that reading this thread and others I'm impressed with VM's readiness to address problems,and that they didn't take the easy way out by blaming Vista.All builders are going to have problems from time to time,it's how they handle them and serve the customer that's the real test.Less than a week from a C-section and Heather's helping a customer?That's dedication.VM,give that gal a raise!
 
Wow, impressive support! :)

Creative is comming out with new drivers in a few days, that might help the sound problems. There's nothing that VM can do about the poor drivers in Vista, but it might be a good idea if they offered a disclaimer that there are still significant bugs with various Vista drivers. They could suggest customers who need a very dependable setup go with XP for now with a free upgrade to Vista later (with full support from VM) until things mature a bit. Just a thought.
 
mket said:
0mega

Since he purchased an OEM OS, by definition, the OEM, not MS is responsible for support. [Right click on your 'mycomputer' or 'computer' and look at properties and see who to call for support] Anyone who has called MS support knows that if you are calling about an OEM computer the first thing they will do is refer you to the OEM.

As you read, he did call the OEM first but received a less than stellar performance. Likely feeling frustrated that he paid extra for someone else to build it and the rightful expectation that it at least work as advertised, he relayed his experience. I appreciate this as it helps me with future buying decisions. In this case I might be able to get insight into my own purchase and possibly relay some of my own experiences to him.

From his post I can see he isn’t a hardcore enthusiast but one who simply wants what he paid for, in this case, a completely functional system and quality service.

You sound like a guy who knows what he is doing and has the time to do it, not everyone does.
Click to expand...


I completely agree. its analagous to buying a car from a dealership, if problems arise, do you call the dealership and/or take it back to them? or do you call honda headquarters? of course u call the people who sold it to u. in flash's case, he bought the computer that has the os preinstalled, he didnt buy the os and install it on an existing computer. If flash were to call microsoft, thats like calling the tire manufacturer when the tires to ur band new just purchased car explodes...of course ud contact the dealership first...if u bought new goodyear tires from a goodyear store for your existing car, ud contact the goodyear people...

flash you are completely justified on many levels. However, i'd like to applaud VM as well given that they are not only active on the boards, they can and will redeem a prior bad experience; every company skrews up... no one is perfect,but not every company can redeem themselves like VM.
 
Just thought I would let everyone know that I now have an onsite tech coming tomorrow to put the system back to working order. And, VM said that it sounded like problems other than with Vista - probably drivers.

I can not thank Heather enough for getting this taken care of - she's the best! And, it is because of her & Randy's dedication that I ordered from VM in the 1st place.

I am really looking forward to finally getting to use this GREAT machine & learning all about Vista & all my new found capabilities.

I will post again once we're up & running & I've had some time to use the computer :)

Thanks for all the advice!
 
crashthenet44 said:
I dont know why VM even bothers to install an OS. They should just put the parts together, make sure it POSTS and ship it to the customer. Let the customer install the OS on their own, find the correct drivers and so on.

If a video card ever goes bad, don't call VM. Call Nvidia or ATI. It's their hardware. VM just assembles it and makes sure it boots before its shipped.

Sounds like a good business to me. Charge 3,000 grand for just putting parts together.
Click to expand...
my god, no one is interpreting my post properly... im not saying VM should not help him, im saying he might have had more luck with microsoft -_-

If you KNOW the video card is bad, you need to RMA it with the person you purchased it from. if you need driver support, calling VM or ATi/AMD or nV doesnt really matter, the general way to fix driver issues is always the same...

and whats with your first paragraph... you aren't making much sense...
 
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