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Voodoo Hexx @ [H] Consumer

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Well, you can't complain about our timing. Hot on the heels of the HP-Voodoo acquisition, we've got some Voodoo content goodness for you. We picked up this system nearly 3 months ago, but with the delays and problems you'll read about, it landed us here. Gary Huff shows us that Voodoo has lost some of its mojo when it comes to customer service.

But for all they did right in the initial troubleshooting process, Voodoo support began giving us the runaround after a week had passed without receiving any RAM. Numerous attempts to get the RMA number and shipping status came and went without getting us any closer to the answers, and ultimately, after almost two weeks had passed since the initial RMA was issued, we had only come away with the RMA number – which was useless to us. A Voodoo tech finally told us that he had no way of knowing when an RMA would be shipped out, even though we had been given a timeframe in earlier calls. While the getting the initial RMA process had been easy enough, the steps necessary to confirm the process turned out to be an inordinate hassle.
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Thanks for reading!
 
OUCH! Say it aint so in the customer service dept! Its beginning to sound like the Systemax RMA dept here about not geting your RAM. Im not sure but the boutique builders are getting their share of tech support/RMA related problems, first FNW now Voodoo. Are tech support and RMA process the kryptonite for these companies or something like that?
 
With the Voodoo, the key is found on the Windows XP software, which is located in a pocket within the system binder.
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That's very interesting... I'm pretty sure they're breaching the Microsoft OEM agreement there, as the sticker must be affixed to the chassis according to it.

Edit: Yup, found it on Microsoft's site:

Tracy-MSFT (Expert):
Q: I spend some of my time refurbishing donated systems. Some of the systems come from Large OEM manufactures that do not attach COA's to the computers. They come in with OS installed. Can I reinstall using the Prod ID that is in the registary and is it legal
A: The machines from large OEMs ALL should have the COA sticker on them. It's a requirement of the OEM agreement.
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-- http://www.microsoft.com/technet/community/chats/trans/sysbuild/05_feb04_sb.mspx.
 
Well, another interesting review.

I would like to make one suggestion - On the world bench comparison with all of the computers reviewed so-far, I would like to see the price also stated by the name of the computer, (or atleast the CPU or something). Then it will be easier to see some sorth of value or information based on that particular benchmark.
 
At least you didn't get a faulty video card! :D

....but it seems that's about the only thing that went right!
 
Yikes! :eek:

My jaw dropped when I saw the cost of the system - that is outrageous! When I was reading the specs, I was thinking it would be around $1,400 (well, maybe $1,800 considering it is a Voodoo). I am really glad the PC got a well-deserved 1 in the value category. I understand that companies need to make a profit, but price-gouging the consumer is another story...

Thanks for another great article, [H]! Keep 'em comin' ;)
 
Ouchy......

well Good read as normal.

Looks pretty cut and dry, they didn't follow through, and there score reflects it.
 
That was my favorite one so far. Not recommended and a 1 for value. Crazy Canadians. You sure that system wasn't supposed to be $3000 Canadian (or $18 dollars American)?

Also, with the bootvis thing, I'm surprised you guys didn't already know about that one. It was rumored to be a performance enhancing piece of software back in the day, as it organizes the boot up process of your drivers/software and what not. However, in more recent days, it's been told that windows does this on its own periodically, so there's no real benefit to it. I still like to use it occasionally, when i'm trying to get my computer back up to snuff with some defrags and spyware sweeps and program removals. Maintanence, basically. At any rate, all you have to do is install it and then find the option to 'optimize my system' and click on it, it reboots and does everything by itself.

Great review, guys, keep it up!
 
Humm breaching the OEM agreement by not putting the COA on the machine should lower the build quality. I know they did it because they didn't like how the sticker looked but tough shit. Write down the COA in the book and put the sticker on the back or something. The idea to move the coa to a sticker so it stays with the machine is one of the best things ms has done with them. Really helps when someone brings you a machine to fix since most people loose the restore software.

I do like the 1 for value. I would agree with you though if you couldn't get the replacement part their is no vaule. Tech support should have been hit harder as well for this.

Also while the wiring was pretty clean it didn't look as good as the few voodoo machines I've worked on in the past. Anyone elce notice this?
 
If the order processing, technical support, and RMA process had been absolutely stellar and trounced the industry standard, it MIGHT come close to the price tag on the box. However, with all of the above services being performed at most in mediocrity, I agree with the score of 1 for Value as well.
 
Thank you for fortifying my decision to buy a Mach V from FNW and not an OMEN from Voodoo. I was undecided for awhile to buy a computer from a local Canadian company... or to take my business to Oregon. I was skeptical with some reviews of Voodoo I had read. Although the machine is a looker I took a step back

Great review, I always look forward to them for this reason. Great to sit down and drink a coffee in the morning and read. You guys come up with awesome scenario's to put it to the support to fix. I wonder if the lies ever get onto your conscience.

Good job, keep it up.
Please, please get a Mach V soon!!!
 
Lets hope that HP replaces their tech support with their own normal HP tech support instead of keeping Voodoo's around. I'd be demanding my money back and returning it if I purchased a machine like that.

As stated it seems like they just dont' give a damn about their customers.
 
swatbat said:
Humm breaching the OEM agreement by not putting the COA on the machine should lower the build quality. I know they did it because they didn't like how the sticker looked but tough shit. Write down the COA in the book and put the sticker on the back or something. The idea to move the coa to a sticker so it stays with the machine is one of the best things ms has done with them. Really helps when someone brings you a machine to fix since most people loose the restore software.
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Lower the build quality score for not f'n up their own product with a Microsoft sticker? What a line of crap.

Yes - it does defy the OEM requirements for the OS. Microsoft is very pushy, and I think this requirement crosses the line. That is an issue between Microsoft and Voodoo PC. The OEM should not be forced to deface their own product before the delivery to a customer.

If the customer wants to put it there, let them. I support Voodoo PC's decision to push back on this rediculous requirement. I didn't do it when I was at FNW, and I hope the customers appreciated their system arriving free of any "Microsoft-tattoo".
 
[H] Consumer reviews should be the industry standard. Thank you for this. Really sheds a light on Voodoo.

Wonder how long it will take for voodoo to respond to this?
 
I do not see how some of your numbers were rated.

Value so low. If you go to any other company such as Voodoo, the price is the same.

Also the extras you get are not given with many other companies. Alot of times you get a voicemail during buisness hours, or no answer at all, which does not help.

Anytime it seemed you had a problem you were given a solution, while not having problems is the ultimate goal. We do not live in a perfect society, so problems are there everywhere.

There are errors at Voodoo, just as any other company. Yet you sat heavy on one issue and deemed it such a hefty problem. Yet that is all you could pin point: "the price."

Maybe I am just readin this wrong, but some of your scores are just what people want, but then you rank a value of 1 and hang the company. Seems a bit far out there to do that.
 
Another excellent review and a horrible experience with tech support. If I bought this machine I would have be so frustrated by the delays, lack of communication and not receiving an RMA to top it off.

I agree, not recommended.

Good Job [H] your going to almost single handedly raise the bar for custom built PC's.
 
If I were to take a Falcon-Northwest Fragbox and compare it to a similarly configured Hexx the Voodoo System would cost $1000 more for the same parts. In addition Voodoo charges a lot for US shipping. Most sytem vendors charge no more than $100 or offer free shipping to customers. While vooDoo chrges close to $200. And falcon costs about the smae amount as Alienware if not $100-$200 more. (Not including fancy paintjobs or liquid cooling of course). By the way You guys slammed Falcon for it's noise level on the Fragbox2 reveiw. and Rightfully so. How Loud is the VooDoo Hex?
 
*sighs*

I'm disappointed. Not in the review, which was stellar as usual, but in the entire Voodoo experience on this one - and not to mention HP's aquisition of the company. Its no secret that I'm a huge Voodoo fan. Voodoo systems are the only systems, IMO, that appealed to the higher class of customers. Super build quality, exquisite detail, and great stability, even the price. A system you can be proud of to leave on your desk. Voodoo's legendary stealth wiring and clean innards are what I try to replicate in my own and client builds.

Well there isn't much more to be said at this point other than...why not Voodoo's flagship new Omen Crossfire? Even though customer service and the like should be upheld on any system that comes out of a company, the flagship usually gets the best attention and ultimately yields a better overall experience.

Price point. Sure, Voodoo's PC's are priced pretty lofty, and that's a huge negative especially in the enthusiast circle. But consider what Voodoo's trying to do, its all an overall target clientel and perception issue. Just like Mercedes or BMW. Sure these are nicely engineered cars, but still just cars right? Take a BMW 645ci (usually around $70,000 USD) and make it $25,000, what would happen? Yes, its a nice car to be had for that price but somehow makes it less special. It basically starts to turn into a Ford Taurus. Next thing you know everybody has one and the lustre of high class is rubbed off.
Its like the difference between an undergrad and a doctorate. Undergrad - buy a Dell or VM for your computing and gaming needs. Doctorate - now you can buy a Voodoo.


Anyone can make a high-end PC for $3000 by putting fast parts in a system and charging a premium (Systemax), but not many can represent high quality and class with the same $3000.
 
I've been telling people literally for years now that you are really not wisely spending your money on a PC by these people. There is no, none, zero reason that this machine should cost 2x a "comparable" system.

Also, as mentioned above, big kudos to the [H] for finally getting a system with no video issues! A monumental day for [H] reviews to be sure. :p
 
With the Same $3000 I can get a faster falcon-northwest with better parts and the same level of customization and attention to detail. Than I could witht he VooDoo system. Secodnly what does IMO Mean?
 
Wait.....a FragBox that doesnt work from day ONE gets recommended......
A VooDoo Hexx that runs perfectly except for the windows/ethernet glitch doesnt even get a reservation......but the first not recommended I 've ever seen.

You dinged the system for being slow on DVD copying.....but then say it performed as you would expect a S 939 system.....huh????

Yes.....your credit card hassles stunk. The support was flaky but no worse than anybody else that's come along lately.....was it expensive, Yes it was. Worth it.....beauty is in the eye of the beholder......too harsh on value, agreed. yes,no????It ran well in all tests and gamed like a champ....isnt that what you wanted?????

Anybody can see the price tag before purchase and decide for themselves if the machine is worth it.....I mean come on, the FragBox stunk the place up from front to back.....the only thing that rescued them was support.....finally after THREE RMA's.......
I'm not sure this was fair at all. I have no loyalty to VooDoo......but this was harsh.
 
The FNW thread was closed due to criticism. Lets just say that the vast majority of us disagreed with the falcon eval and leave it at that.

I don't see any danger of this thread being closed, though. The eval is dead on. Did anyone else notice that they misspelled van gogh on their incredibly pretentious t-shirt? Van Gough visited my PC and gave it a soul. HILARIOUS!
 
Nice article and I agree with the others...it's spot on. Definately overpriced and I think many of us have known this for a while. It's nice to actually see this fact come up in a review article and Voodoo be docked fairly harshly for it. I'm sure just about anyone that's part of the [H] community could take $3k and build a pretty incredible system that would run rings around the Hexx.

I'm not knocking Voodoo on their build quality, cases/paint jobs, or wiring but that stuff isn't worth nearly a 100% price hike.
 
Yeah, I admit, I had to quickly makes changes after reading the rules.

They make perfect sense.

My apologies
 
evilcartman said:
part of the [H] community could take $3k and build a pretty incredible system that would run rings around the Hexx.
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Make that 2 pretty incredible systems for $3k.
 
I can see VooDoo's appeal and it is for people that are not concerned by money.

Question for the reviewers:

Do you all stay really calm when you have to continually call them like you did for the RMA? For review purposes though I think that staying calm is better because it might bring more problems to light by not applying pressure making it seem like "no problem" versus putting pressure on them by being a dick. This is just a theory and I am curious about what you guys do.

Another interesting review guys. Plus sounds like they need a hard coat on their paint.
 
While I completely agree that 3000 dollars is a whole bunch of money for that system.....it worked, the insides were as good as you could build them, and it arrived and worked without any problems; save the reboot glitch.
My question is.....does a dollar amount (ie price tag) simply bias the system to a poor reception from the jump????
As I said before.....it worked and worked well......the Falcon system was over 2000 dollars, the VM latest system was over 2000 dollars......

I think this system got a bum rap just because it cost more money.
 
[H] has a whole spiel before each review talking about how they evaluate the entire experience. I suggest you read it. The build quality is just one facet of the experience; in this case both support and value were horrible.
 
Dark Prodigy said:
*sighs*

Price point. Sure, Voodoo's PC's are priced pretty lofty, and that's a huge negative especially in the enthusiast circle. But consider what Voodoo's trying to do, its all an overall target clientel and perception issue. Just like Mercedes or BMW. Sure these are nicely engineered cars, but still just cars right? Take a BMW 645ci (usually around $70,000 USD) and make it $25,000, what would happen? Yes, its a nice car to be had for that price but somehow makes it less special. It basically starts to turn into a Ford Taurus. Next thing you know everybody has one and the lustre of high class is rubbed off.
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Arguements based on conspicuous consumption aside, your metaphor doesn't hold up here. If a Ford Taurus had the same engine, tranny, and suspension as the 645ci, then you might have a point, but it doesn't.


Dark Prodigy said:
Anyone can make a high-end PC for $3000 by putting fast parts in a system and charging a premium (Systemax), but not many can represent high quality and class with the same $3000.
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Depends on how you guage high quality and class. Wouldn't after-sale service and support be major factors? You probably wouldn't be too happy with your BMW/Taurus if all it could do was sit in your garage because the manufacturer couldn't supply you with the necessary parts to keep it running.
 
How could value be a problem?

It ripped through what they threw at it, and could still do more.

The problem many of you are bringing up is the price...Why?

People who buy from Voodoo, FNW, etc. Buy because they either have money just sitting around, can not build a computer & still want "top" of the line, with some flash added in.

I could build a hexx for under 2k, but would it come with a warranty? Would it come with a clean inside I would want to show off to my friends? (Maybe). Would I get a paint job of ANY color I wanted?

No, you can not get that with a home build PC.


So for the price you are getting alot more than just the computer.
 
C.Norris said:
Do you all stay really calm when you have to continually call them like you did for the RMA? For review purposes though I think that staying calm is better because it might bring more problems to light by not applying pressure making it seem like "no problem" versus putting pressure on them by being a dick. This is just a theory and I am curious about what you guys do.
Click to expand...

Yes, we usually stay pretty calm, but there comes a line where we have to start acting "normal" and get a bit irate. No one would sit around for 3 weeks waiting for a replacement part, then call up their vendor and say, "Hiya! Well, I was just admiring my X-brand paperweight on my desk, and got to thinking about my RMA part. Have you folks been able to take the time out of your busy day to take care of that for me? No? Oh, well, too bad for me. Sorry to hear you guys are so busy. I'll check back in another week. Thanks!"

For instance, with the Dell XPS 410, we got very upset with our techs and damn near yelled at them that we needed a new video card. That whole experience made us want to stick forks in our eyes, but we kind of lost it - as any consumer would, we think - when they had us on the phone for hours and hours, only to then tell us that they had to do two days of research.

Most times, though, we're a very amiable customer. We give the companies just enough rope to either hang themselves with, or to climb to safety :).
 
magoo said:
While I completely agree that 3000 dollars is a whole bunch of money for that system.....it worked, the insides were as good as you could build them, and it arrived and worked without any problems; save the reboot glitch.
My question is.....does a dollar amount (ie price tag) simply bias the system to a poor reception from the jump????
As I said before.....it worked and worked well......the Falcon system was over 2000 dollars, the VM latest system was over 2000 dollars......

I think this system got a bum rap just because it cost more money.
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Didn't you already post in this thread?

I'm sorry that you thought they were scored too harshly. One of the answers to your questions is yes - because of the price tag, we expected a lot, and we were already thinking about the "Value" score. Now, if Voodoo would have offered Maingear-quality support, had overnighted us our RMA, and had quickly processed our purchase, things would have been very different. We likely would have recommended the machine to some degree. At least we could tell people that "if you choose to go with Voodoo and pay the price premium, you won't be throwing your money away. You get something for it, but you pay more than other integrators that will offer the same services for less." Something like that...

The fact - and the point of the article - is that we got jack for our money. We got a ridiculously overpriced system that was poorly supported, and performed WELL BELOW its price point. In talking with my contacts across the industry about the HDoo deal and about the system itself, the sentiments were, "Dude, do you know what kind of system we could build for $3000?" And they're right. Good performance aside, the machine just isn't a good deal - it's not a deal at all.
 
theDreamer said:
How could value be a problem?

It ripped through what they threw at it, and could still do more.

The problem many of you are bringing up is the price...Why?

People who buy from Voodoo, FNW, etc. Buy because they either have money just sitting around, can not build a computer & still want "top" of the line, with some flash added in.

I could build a hexx for under 2k, but would it come with a warranty? Would it come with a clean inside I would want to show off to my friends? (Maybe). Would I get a paint job of ANY color I wanted?

No, you can not get that with a home build PC.


So for the price you are getting alot more than just the computer.
Click to expand...

Value is not just a metric of the price vs. the components. It's a culmination of the entire consumer experience. For the price, what did we get? How was the support, the presentation, the perks, the extras in build quality, the overall customer service, the performance metrics for the price point, etc. We don't penalize systems for being expensive. Maingear, FNW, and OPC would never survive in this program if it were - and Maingear and OPC are our highest scoring systems. It's what you GET for your money.
 
So...

Dell bought Alienware

HP bought Voodoo

Who's buying FNW?



Just kidding... but it really seemed to me Voodoo just didn't give a damn. It's almost like they were HOPING you'd just give up and buy somewhere else with the whole credit card fiasco.

Seriously, I'd have told them to f-off after they rejected my credit card the 2nd time. Once I would chalk up to an honest mistake, but after 3 times? Who needs that kind of incompetence?

What was up with the paint? An extra 1 month delay for paint? That's ridiculous.

And for the love of god Voodoo, run down to your local computer store and pick up a freakin 7900GTX if you "got a bad shipment". It's not like they had some super special version made just for Voodoo. I can't believe they made you downgrade. (so maybe [H] DID get the video card curse... it just struck in a different way)

Bottom line... Who pays $3000 for excuses?
 
I'm curious, as I've seen this issue in nearly every review including this Voodoo eval... The companies you've purchased from don't hook up the front audio ports (except one, I believe it was Maingear?).They even tell you when you call their tech supoprt that it's impossible to hook them up when not using the mobo's built in audio.

So my question is, how? I haven't seen any explanation anywhere in your evaluations exactly how Maingear did get this to work. I myself have an X-Fi card and would love to know how to get my front jacks to work. Is there some additional accessory you need to buy or what? Thanks for any help.

BTW, I totally agree with the [H] eval. I wouldn't pay that much for a system with that config. I wouldn't wait 2 months to receive a system either, I don't care who the builder is. Heck, all new hardware and major price changes happen in 2 months in this industry.
 
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