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Velocity Micro Problems - Reasonable Next Steps?

J

jmclane

n00b
Joined
Mar 1, 2008
Messages
19
Here is the question: What would you do?

Really Short Version:
Computer hasnt worked properly at any time for 2 years despite extensive cooperation with VM to repair.

Short Version:
Machine returned twice for rebuild. Three new motherboards have been sent to me and installed. Computer still crashes within 10 minutes of game play.

WHAT IS A REASONABLE COURSE OF ACTION?

Long Version:
I did a lot of research in advance before buying a new deskopt box. I work 60-80 hours a week typically and I simply dont have the time to be on the phone with tech support all the time. Because of this, a lot of times I just stopped using the machine because I didnt have time to get on the phone with tech support for two hours to go through another useless trouble-shooting list. It's also because of this that I purchased the 24 hour support contract (rarely honored by the way) and on-site repair service.

I could have purchased a Dell for almost half the cost but went with VM because I thought there was a high probability that I would be getting a "no worries" computer that worked from Day 1 without failure. I am very very fortunate that I can afford to pay for a premium product. Here is my experience:

1 - I get the computer after modest delay from noted delivery date. I hook everything up and power it on. Fans spin and lights come on, but machine doesnt boot up. I spend a lot of time making sure the connections are right and that the monitor isnt bad. I power on and off a couple times, and eventually it boots up. This turns out ot be an ongoing problem where I have to power it on and off 2-3 times to get it to boot up, but one that tech support never seems to care too much about whenever I mention it, and one I grew to live with and not complain about.

2 - Machine finally boots up for the first time and crashes to blue screen within 10 minutes. Obviously my optimism for the "no worries" box is now wanning. I reboot the machine and seems to be working okay.

3 - Over the ensuing days the blue screens occur randomly and frequently. I call tech support and go through a bunch of BIOS changes and driver upgrades / checks, and they send me on my way.

4 - The machine continues to bluescreen constantly- even using just a web browser and nothing else. After a couple more calls to tech support they decided to recall the machine. I think that I probably could have mandated on-site support since I paid for it, but nonetheless I try to be reasonable and cooperative and spend the time disconnect everything, pack it up, haul it into work and wait for 2 weeks to get it back.

5 - I get the machine back and the multiple power on issue has not been resolved. The computer doesnt bluescreen as often (ie not when I'm checking hotmail) but is still completely unusable for playing games. After several more calls over weeks to tech support trying various troubleshooting options they AGAIN recall the machine. I think that I probably could have mandated on-site support since I paid for it, but nonetheless I try to be reasonable and cooperative and spend the time disconnect everything, pack it up, haul it into work and wait for 2 weeks to get it back.

6 - I get the machine back and the multiple power on issue has not been resolved. The machine is still unusable playing games. And to be clear, this isnt any particular game, it is basically any game. Also be clear that I'm not overstressing the system. I can play the same games on the same settings on a mid-grade laptop without crashing, so the carshes are really inexplicable for a VM machine of this supposed quality. More calls to tech support and now they think my video card is overheating. I'm not sure why they would build a machine that overheats, but nonetheless I spend MY OWN TIME AND MONEY and buy additional fans for the box. It doesnt help.

7 - I had basically given up playing games. Seriously- I just dont have the time or energy to fight any more- they've won- they defeated me. However, soon thereafter the mother board fails to read the hard disk and the machine becomes completely inopperable. Forget games- I cant even turn it on. Tech support says they'll send a new mother board and a tech to install.

8 - Two weeks later I get the board installed. They sent the wrong board and NO DRIVER SOFTWARE so the tech has to spend over four hours downloading and installing new drivers, often with some confusion as to what drivers exactly need to be installed. They also didnt think to send a new I/O shield with the new board and the old I/O shield doesnt fit so they agree to send a new I/O, which takes 3 weeks to arrive and requires the mother board to be removed and reinstalled just to fit the I/O. More of my time accomodating tech scheduling.

9 - After the tech leaves from installing the motherboard I discover that some of the USB ports on the motherboard dont work. This is after at least an hour of MY OWN TIME troubleshooting why my devices arent working. I get on the phone with tech support again, and change a bunch of BIOS settings and it still doesnt work. The machine also refuses to "restart". When you tell Windows to Restart it shuts down and just beeps constantly. They conclude that the board is bad and agree to send me another one. I'm livid at this point because I feel like they've pawned off a knowingly defective motherboard on me- AGAIN. If this was the first trouble with the machine I would have taken it, but after everything else it is just unacceptable for them to expect me to take on more substandard equipment.

10 - By the way, other than the USB and No restart issues, at this point the machine is actually performing competently for the first time ever. After a 2-3 more weeks I finally get the new board to fix the USB issue and have another tech come out to install it. The tech spends an hour installing the new board and I/O shield. Goes to boot it up and DOmfA. D O A. DD OO AA. UNFUCKINGBELIEVABLE. He spends another hour removing the new board and installing the old one- which works except for the USB ports. By the way I called tech suppport several times over the weekend that this occured relying upon my 24 hours support contract- and as in many other instances I received NO RETURN CALL WHATSOEVER.

11 - What do you do at this point? I'm months and months of frustration in on this machine. People at work are amazed that I have been so accomodating for so long. I want to fly to Virgina and throw the machine through a VM window- but I'm a rational person, probably the most rational person I know. So I finally get Jessica on the phone and tell her that this is unacceptable. I explain at this point that I'm willing to accomodate two options (a) please refund my money so I can go buy another machine and never have to think the words "Velocity Micro" in my head again, or (b) send me a completely new machine of roughly no better or worse quality (other than being better in so far as it works).

12 - Velocity refuses options (a) or (b) and offers only to recall the machine again to be rebuilt. This isnt acceptable to me because the previous rebuilds have done nothing but get me to this spot two years later. I have no confidence at all that they will repair the machine properly and have no interest in going without a computer for another 3 weeks in a futile effort to fix it. I consider retaining counsel.

13 - I continue to use the bad-USB motherboard while I weigh my options, but get this: it fails too! Not just he USB- within a couple weeks it refuses to boot up altogether! Hahaahahhahah. I laught only to avoid crying.

14 - I call tech support and tell them to send me a new mother board. They initially refuse saying they need to test the memor and video card and other b.s. that costs me time on the phone with a tech troubleshooting. Yet they know the board is bad, because the already sent me a DOA board to replace it. After about an hour on the phone I eventually get them to send me a new board. Another hour of my life, like so many others with this machine, that I will never ever get back. I will be sitting on my death bed one day thinking back to the 50+ hours I spent troubleshooting, and unhooking and hooking cables, and installing fans, and doing my own research. All for nothing!

15 - They say the board will be here Monday. I get it Thursday and the tech installs on Saturday. They again send a different model board. THEY AGAIN DIDNT SEND THE I/O SHIELD OR SOFTWARE! The tech installs the board and splits. I have no I/O shield and its CRASH CRASH CRASH CRASH. I cant play a game for more than 15 minutes without it crashing. The rear USB slots are inoperable so I have to plug my external hard drive into the front slot. Lastly the clock loses about 15 minutes each hour, which I've concluded is due to a faulty battery on the mother board.

So here I am. Two years later (a long struggle indeed) and despite cooperating at every turn I have a machine that doesnt, and never has worked as promised upon purchase. So I ask this of the community:

WHAT IS A REASONABLE COURSE OF ACTION?

What is a reasonable amount of time to expect a consumer to expend to fix the problems of the manufacturer? It's a good question. If you were to specify this number in a contract with the purchaser in advance of buying the machine, what would it be? I would say maybe 10 hours. That's a long time, but things go wrong, and I understand that. I am well over 50 hours in on this machine.

And that is just MY TIME trying to get it to work. That doesnt include countless hours of down time that I didnt even bother turning on the machine I paid almost $4,500 for because I knew it wouldnt function properly and knew that I didnt have the time to devote to getting it to function properly.

The machine used to be a VELOCITY MIRCO CineMagix S95. With all of the swapping in and out, I'm not even sure what's in the machine at the present time. To be honest, given that they never send the approprirate hardware, I'm not sure that VM even knows what's in the box. It may have a 550 wat PS, Asus A8N SLI NVIDIA nForce 4 MB, AMD 64 FX-60 processor, 2 gigs of DDR400 memory, 256 MB NVIDIA GeForce 7800 GTX. I have one piece of non-factor hardware- a wireless card. And I'm highly highly confident that it isnt the culprit because I've purchased and swapped out three different wireless cards and the machine functions similarly with all.
 
Only 2 things can happen here.

Depot the system (return the system to have it service at there facility)

Exchange the system.

On any option get turn around times. if they fail, call and escalate, every day if you have to. The only real problem here is you have let it go for 2 years.
 
seriously VM you guys need to step up...there have been so many complaints about VM lately and reseller ratings keeps going down. What's going on?
 
You should simply tell them that you do not want the PC anymore and try to return it. People can flame me for this but I like HP and Dell better.
 
Yeah, I an noticing a bunch of issues with VM recently. A little disconcerting, to say the least.

What's going on?
 
of all the recommended builders on this forum (vm, ava, puget, maingear) the only ones I haven't heard horror stories for are maingear and puget.

it seems like they are the real choices now.

although the last couple ava reviews have been fairly favourable...
 
I'm obviously very sorry your new motherboard didn't solve anything. I think the best thing to do is return the system to us for depot repair. With so many part swaps, it's extremely likely that the OS is corrupted and in need of reload. Also, with all of these issues going on, trying to diagnose problems by telephone is just impossible, as you have unfortunately experienced first hand.

Also, at this point we have to rely on vendors to get replacement motherboards. Asus often sends boards with no I/O shield, and no notice of such. We typically drop ship (not always) the replacements so we don't always know the condition of the board. Asus does not have new boards in this model of most any other, and this is the problem we deal with offering Asus boards. I share your frustration on the condition of the motherboard.

We've all seen more "what's wrong with VM" post here, and our RR rating is not what it used to be. Does that mean we don't care, or are not doing as good a job? I don't think so. I see the numbers, and we are having far fewer repairs per computer, calls per computer, and complaints per computer. The problem these days is that we sell so many computers compared to the smaller boutiques, that we may have a much higher customer satisfaction rating, but because of shear volumes, we also have more complaints. I regret this, but we don't know how to fix the problem. We don't make the components we assemble (except for the case) and we have very little control over our vendors.

Believe me, we are still listening, getting better, becoming more proactive, and trying harder than ever to give the very best support out there. We don't solicit our customers to post on RR (some of our competitors almost FORCE customers to post, or go ahead and post on their behalf) so the VM comments are only from the angry folks.

OP, I appreciate your frustration. I don't have any specifics regarding your order, so I can't help much at this point other than to suggest you contact me directly. With your cooperation, we can return the system into our repair center and discover the root cause of your issues. Thank you for your patience over these last 2 years!
 
I wasnt familiar with resellerratings.com before joining the board. I went and read the previous reviews of VM, and was shocked by how many stories were so similar to mine. I had assumed that I was an isolated case, but there are several reported horror stories, and one wonders how many, like mine, were never reported.

http://www.resellerratings.com/store/Velocity_Micro
 
Velocity_Micro said:
I'm obviously very sorry your new motherboard didn't solve anything. I think the best thing to do is return the system to us for depot repair. With so many part swaps, it's extremely likely that the OS is corrupted and in need of reload. Also, with all of these issues going on, trying to diagnose problems by telephone is just impossible, as you have unfortunately experienced first hand.

Also, at this point we have to rely on vendors to get replacement motherboards. Asus often sends boards with no I/O shield, and no notice of such. We typically drop ship (not always) the replacements so we don't always know the condition of the board. Asus does not have new boards in this model of most any other, and this is the problem we deal with offering Asus boards. I share your frustration on the condition of the motherboard.

We've all seen more "what's wrong with VM" post here, and our RR rating is not what it used to be. Does that mean we don't care, or are not doing as good a job? I don't think so. I see the numbers, and we are having far fewer repairs per computer, calls per computer, and complaints per computer. The problem these days is that we sell so many computers compared to the smaller boutiques, that we may have a much higher customer satisfaction rating, but because of shear volumes, we also have more complaints. I regret this, but we don't know how to fix the problem. We don't make the components we assemble (except for the case) and we have very little control over our vendors.

Believe me, we are still listening, getting better, becoming more proactive, and trying harder than ever to give the very best support out there. We don't solicit our customers to post on RR (some of our competitors almost FORCE customers to post, or go ahead and post on their behalf) so the VM comments are only from the angry folks.

OP, I appreciate your frustration. I don't have any specifics regarding your order, so I can't help much at this point other than to suggest you contact me directly. With your cooperation, we can return the system into our repair center and discover the root cause of your issues. Thank you for your patience over these last 2 years!
Click to expand...

with all due respect, I do not agree with your justification. If that was true, then I guess it is ok for Dell, Gateway, or HP to have horrific ratings. They sell probably 10000x as many computers as boutiques, so therefore they can have ratings lower than 3. So if that's the case, why don't we buy from them instead of boutiques. Because boutiques are known for their hand built qualities, their price, and extenssive testing before the machine gets to the customer. Now it seems like mainstream is winning in all of those, so why even buy from VM?
 
Well 2 yrs into owning the machine, so a refund or new system would surely be out of the question... maybe if it were only two months I would expect them to to do either. Not to be insensative but waiting this long and expecting them to bend in any direction is about foolish, regardless of how the machine has run since day one. After sending it in for repairs and getting it back with issues should have been when you called and demanded a new system or your money back.

This is almost exactly the same kind of BS I got with Alienware... I didnt have mine for 4 hours and it was on its way back to their depot... two weeks later and still came back with issues. I messed with it myself for for over a month before finally demanding my money back. And that refund $6105 just hit my bank Friday and now I got almost $6000 in parts being delivered and building my own system

Boutique companies are a waste IMHO, they inflate the living crap outta the prices for hardware and then take more of your money for a so called warrenty that ends up being as useless as giving a toothless person an apple. And look at hardware+price ya get from these companies... Aliens system that I spent over $6000 for had a $240 XFX mobo, $980 QX6850, 2x $170/piece Raptors, 2x $630/piece Ultras, $130 4GB Patriot memory, $300 3 Yr warrenty and an unknown $$$ for a cheap CPU water cooling system = $3250. My new system... QX9650, ASUS Maximus Extreme mobo, 4x 500GB Barracudas, 2x 3870 X2's, Lian Li 343B case, 4GB Corsair 1066MHz memory, 2x dvd-rw drives and water cooling CPU, NB, SB, Mosfets and both GPU's (almsot $1000 just for all the water cooling hardware)= $5879.46 and will run freakin circles around Aliens top system

Seriously, the price to build your own versus what they in all reality steal from you is seriously criminal. Also take into account that the prices I quoted are from NewEgg and what we pay, which these companies are probably paying half of that price dealing direct and for the amount they purchase. Next time, build your own and if thats not in the cards , then go to best buys and get something prebuilt... all my system till Alien were prebuilt and lasted me 3 - 4 yrs each wihtout a single problem.
 
You are absolutely right. I should have demanded a new machine the first time I hit the power button and nothing booted up. Or after the first day when it blue screened several times. Or after the first depot repair which didnt fix the problems, or the second depot repair. Or after the first motherboard was sent ot fix the problem, or the second.

The problem is that I trusted them over and over again to do the right thing and deferred to their suggestions rather than being more demanding. I was too nice and accomodating and now, with a third bad motherboard shipped to me, I am very frustrated with myself for not being as forceful as you were with Alienware.

I can assure you that my patience is at an end. I expect full reimbursement even now. The machine is still under warranty and is clearly defective even by the CEO's acknowledgement above.

I havent decided on if I will build my own replacement or not. I guess it's Maingear or DIY based on the feedback I've seen in this thread.
 
jmclane said:
You are absolutely right. I should have demanded a new machine the first time I hit the power button and nothing booted up. Or after the first day when it blue screened several times. Or after the first depot repair which didnt fix the problems, or the second depot repair. Or after the first motherboard was sent ot fix the problem, or the second.

The problem is that I trusted them over and over again to do the right thing and deferred to their suggestions rather than being more demanding. I was too nice and accomodating and now, with a third bad motherboard shipped to me, I am very frustrated with myself for not being as forceful as you were with Alienware.

I can assure you that my patience is at an end. I expect full reimbursement even now. The machine is still under warranty and is clearly defective even by the CEO's acknowledgement above.

I havent decided on if I will build my own replacement or not. I guess it's Maingear or DIY based on the feedback I've seen in this thread.
Click to expand...

In the consumer world most people understand that once a product starts to malfunction that is reason enough not to buy a product from that same company again. In the future, now you know.
 
CptFalcon said:
In the consumer world most people understand that once a product starts to malfunction that is reason enough not to buy a product from that same company again. In the future, now you know.
Click to expand...

lol, oh dear.
 
Nenu said:
lol, oh dear.
Click to expand...

Why the oh dear? Is there a reason why I cannot believe why a company would sell me such a shady product? If I ever buy a product and the parent company refuses to even repair it I either return it or issue a charge back to whose gonna get the bill.
 
We're going a bit off topic here but what you said was if any product ever fails you wont buy a product from that company again.
Thats a bit steep, all companies have a certain number of failures you are usually unlucky to have a problem.
Most repairs/replacements are satisfactory and at times you will get a better quality checked purchase second time round.

This case is different, as already pointed out some slip through the net.
I've been following VMs support for some time and you can be sure if you post here it will be resolved.
Its sad what has happened and you know this pains VMs CEO.
Only a few companies open themselves up to this sort of exposure.
Its unfortunate the OP didnt know about coming here.

VM, how about implementing an escalation policy such that if a machine is still in need of repair after say 3 months, it gets more attention?
When a service call is logged to the database, you probably have a case resolved/unresolved flag.
If its 3 months past date of delivery and this is still set to unresolved, an alert can trigger.
Another trigger can be set for each month after for example to make sure that there are no long term failures of the system.
 
If it's something that the depot repair reports as fixed maybe you may want to look into your enviroment that you have the system in. This doesn't just apply to VM but for any company: It does not make remote logical sense to send back a broken PC, period.
 
Leon2ky said:
If it's something that the depot repair reports as fixed maybe you may want to look into your enviroment that you have the system in. This doesn't just apply to VM but for any company: It does not make remote logical sense to send back a broken PC, period.
Click to expand...

You are absolutely right! For instance, my computer is in my living room, on the far right I have hot lava flowing and to the left, I have a nice creek flowing.:rolleyes:
 
Well you can have as many flags and fireworks go off but it all still boils down to the fact that he had a bum computer, sent it in for repairs, comes back still a bum computer and then replacement parts here, there and everywhere and how many phone calls in a 2 yrs time span and still he has a bum computer... so what does this say? To me, after myself going through this and countless other threads about boutique companies... the only easy parts are ordering and then paying... anything after that is all downhill and a nightmare
 
RangerSVT said:
You are absolutely right! For instance, my computer is in my living room, on the far right I have hot lava flowing and to the left, I have a nice creek flowing.:rolleyes:
Click to expand...

What the hell is that suppose to mean?

FFS, why do I give you people any credit?

[Will never leave Genmay again]

Edit: I'd like to add something to this post. Horror stories exist for every company, period no matter how great they are. Sometimes the company really did drop the ball, in other cases it's the customer's fault. I'm not saying this situation is 1 or the other what I'm pointing out is that no matter who you buy from, big, small, local, or contract you're prone to failures of any kind period. Could be worse, VM could turn a blind eye and effectively say "Fuck you". Besides, once you work retail or have anything to do with physical products you learn quickly that you hear more about the fuck ups than you do the successes.
 
sounds like you may be entitled to some sort of Lemon Law refund depending on the state your in
 
$4,5K rig never worked properly for 2 years? I fail to see how VM wasn't able fix the issue for such a long time. What they actually had to do is just to test it properly. Its unbelievable.
 
Whats the saying? If a company treats a man right, he will tell 2 people, and if it treats him wrong, he'll tell 10?
 
I'm a tech that's worked on VM before. Basically they have contracts and the company I work for has a contract to do this sort of service in the region.

Anyways worst experience I've had. They are overlclocked systems I think? Customer had the same issues OP is having just random crashing. Crashed in XP install while I was there with a new mainboard and CPU installed and this one was not overlocked (Again... I dunno.. you work on a system 10 minutes you don't really figure it out... the guy says it was O/C). They didn't have a dedicated support line for the techs. I had to call the normal tech support and wait on hold a while. They just told me to tell the customer to format...

Maybe they are using really shitty powersupplies? Maybe they are buying CPUs from Intel's "defective" bin?
 
Usquabach said:
of all the recommended builders on this forum (vm, ava, puget, maingear) the only ones I haven't heard horror stories for are maingear and puget.

it seems like they are the real choices now.

although the last couple ava reviews have been fairly favourable...
Click to expand...

AVA's ratings have been consistently high at RR,usually if there are quality problems with a vendor,you can tell by the ratings steadily dropping.Puget,from all I've heard,are fine builders,just too rich for my wallet.Maingear is a mystery to me,good word of mouth here,but only 16 reviews at RR.Good reviews,but you'd think there'd be much more.But VM is by far the most poorly rated of the four,and they seem to take a bigger hit as time passes.Not a good trend.
 
Hey Jmclane,

I feel for you man I really do. Unfortunately as someone else here said every company can have its horror stories. Hell I think I just finally got done with my AVAdirect nightmare and here we are a year later. I can understand your frustration and if you havent you might consult an attorney and see what if any legal recourse you have. I looked into my options and you should to.
 
Just read this thread... Ouch is about all I'm coming up with... What are the specs of your system as it stands?

Randy, If you can't completely alleviate his issues, have you considered building a new rig of equal performance using what is still currently useable in his old rig and new parts? (Hybrid sort of, Picture a vectors internals + Any high performance parts he had in it ) At two years old, its either X2 based or Early C2D... So it wouldnt be that expensive to do, and most of his parts would be reuseable anyway (Case, PSU (potentially. unless it has been killing things), Opticals, Hard drives... It would work, and would sure as hell fix any troubles.

[edit] saw the specs... A8N's have to be expensive at this point. And each new motherboard would probably require a reformat... Ouch. Giving him new stuff would probably save on labor at this point too... ouch.
 
I have a VM and no hardware complaints.

My only gripe was that I wanted a bios update so I could overclock my new Q6600 chip better, and was told they could not send out a bios update but I would have to send the whole system in to have it done.

Not happy about that, but later on, after posting this glitch on the forum here, VM said they got a change of heart from Microsoft and just waiting for the word so they could send out the bios flash. That was about two months ago, no email no response, so I gave up and build my own system and cannot be happier.

Wish you well with your VM fix someday.
 
What does Microsoft have to do with your BIOS update? And why couldn't you go to the mainboard manufacturer's site and get the BIOS update?
 
Sorry to hear about your problem.
Sounds like at this point, one suggestion might be: credit for that which was paid 2 years ago and just flat out build another one, new parts and equivalent performance. Yeah, you might have to pay a little but at least it would work and be new. You've sucked it up long enough.

I dont think I'd accept anything less. Something flat out isnt right, and two year old refurb components are not going to fix this problem.

I'm a little disappointed in hearing VM say: we have no control over vendors....etc, etc.... You (VM) may have no control over vendors, but you build the system and warranty it. You test the system configurations and make sure they work together.
They've always impressed me as stand-up types and willing to accect problems and make them right, not blame somebody else.
Customer tickets need to be reviewed. One needs access to what has happened to a customer in the past, such that the same mistake doesnt keep happening over and over.
I really feel for this guy.
 
Well, considering Randy has asked you to contact him directly, I would advise you do just that. I hope things can be worked out for you. I would suggest you make a deal with VM: Send it back one last time, they fix it (and actually test it before returning it) and send it back, preferably using new equivalent parts and not old refurb junk. If it doesn't work, they build you an all-new computer of equal or better performance.
 
aethelwulf said:
Well, considering Randy has asked you to contact him directly, I would advise you do just that.
Click to expand...

Yeah I sent an email last night when I saw his post. As of this moment I haven't heard anything back from him.

After several unreturned calls, I finally got a call back from their 24/7 support late last night. They are sending a tech to replace the CMOS battery on the new mobo they sent out, and he'll also troubleshoot why the USB ports arent working. Not sure about the constant crashing- the tech didnt mention whether that's something that he will try to fix or not.
 
jmclane said:
Yeah I sent an email last night when I saw his post. As of this moment I haven't heard anything back from him.

After several unreturned calls, I finally got a call back from their 24/7 support late last night. They are sending a tech to replace the CMOS battery on the new mobo they sent out, and he'll also troubleshoot why the USB ports arent working. Not sure about the constant crashing- the tech didnt mention whether that's something that he will try to fix or not.
Click to expand...

I'm sure Mr.Copeland himself will call you back. In my time on the forums, and in being a VM customer myself; I have always seen him and his staff be persons of their word.
I still think VM is a standup company and they want to do the right thing by you, I'm sure.
Their recent explosion of expansion seems to have had an impact of growing pains that has disappointed more than a few people, though.
 
I've spoken with Jessica and many others about this order today. We are happy to bring the system back in for another repair, as we have offered to do on many occasions. As we have learned together the hard way, replacing a motherboard can often bring on crashes that must be diagnosed further. Often, onsite techs are not able to do straight diagnostic work on high end machines, and they need to be returned for deeper troubleshooting. We have asked for this system to be returned so we can see what's going on, but the customer has refused to allow us to look at it until he is approved for a new system.

In all fairness, we do thoroughly test ever new computer before it's shipped, and especially every repair. We tested his system completely when it was built, and when it was rebuilt last February 2007. We didn't log another support call until December 2007and have tried to ship motherboards out because the customer didn't want to return the system to us again (understandably) at this point. We seem to be at a standstill. I can't fix it or decide if he should get a new computer until we get it in, and the customer won't send it back until we agree to replace it. What if it's just a software issue or drivers?

I ask everyone to please consider perhaps we are trying everything we can to get a perfect computer to this customer, but there is just no way to ensure every computer is going to be perfect after it goes out. We have sent out replacement parts against our wishes because the customer preferred that, and our worst fears have been realized.

If we receive the system back and can make proper diagnosis and repairs, we will happily do so. If we cannot, we will provide a rebuilt computer in his case using new motherboard, CPU, Memory, PSU, and video. All will be faster than what he has today.

In the end, I regret we have been so frustrating. We try harder than anybody in the business to resolve every problem fairly, completely, and quickly. One failure in a hundred is still failure to us, and we will continue to improve.
 
Velocity_Micro said:
We have asked for this system to be returned so we can see what's going on, but the customer has refused to allow us to look at it until he is approved for a new system.

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Be realistic here, everything is now done online, payments, transactions, traffic reports, weather reports, everything, do you not understand that it's a pain in the ass to be without a computer?

Velocity_Micro said:
We seem to be at a standstill. I can't fix it or decide if he should get a new computer until we get it in, and the customer won't send it back until we agree to replace it. What if it's just a software issue or drivers?
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It doesn't matter, REPLACE THE COMPUTER. You're giving him the run-around, you made a post somewhere about how big and reputable and outstanding your company is, well as far as I'm concerned, that is NOT TRUE considering your actions to this matter, today.
 
RangerSVT said:
Be realistic here, everything is now done online, payments, transactions, traffic reports, weather reports, everything, do you not understand that it's a pain in the ass to be without a computer?
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He won't be missing his computer if it's not working anyway. Duh (BTW, Ranger - is that really all you do with your rig?)

RangerSVT said:
It doesn't matter, REPLACE THE COMPUTER. You're giving him the run-around, you made a post somewhere about how big and reputable and outstanding your company is, well as far as I'm concerned, that is NOT TRUE considering your actions to this matter, today.
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Are you insane? The guy has had a PC for 2 years - it's worked most of that time, and now it doesn't. But he won't send it in like they ask, just stomp his foot when...big surprise...the onsite doesn't work. They could have done better with the IO shields, but this does seem like ASUS had some blame too. You seem to be making this hard on yourself, too, OP.

How many people here have had a car with 2 problems? Did you get a new one from the manufacturer? Not even Honda would do that.

OK, how many people here have had two PC problems in 2 years? Look, these are computers, people! They are not perfect. I suspect VM would be out of biz fast if they replaced every computer when a customer had 2 failures in 2 years. That would not be very helpful to the rest of us VM customers that LOVE the company and may need support next year should a problem come up! FYI - I'm shoppng now for a new system, and VM is at the top of the list.
 
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