The Tale of the New Computer (LONG)

[Hotfoot]

So a few months ago, after I signed my contract for my new job, I decided it was time to replace the desktop that had died on me and finally get the upgrade I had been saving for. Why, with my new job, it would be fantastic, and even better, I could use it to help with my new job, organizing myself, making cool projects for the kids, plus it was a pretty sweet gaming rig for when I'd come home frustrated.

So I go and call up the company I had been dealing with for a few years and who had been pretty good to me thus far. Tech support was decent, and the computers were cheaper than the major competitors, with less crappy software pre-installed that I would have to get rid of. All was good. I received my computer in the mail and set it up lickety-split! I started transferring all of my data and installing all of my programs, a process that took several days and involved quite a lot of (very legal, I <3 digital distribution) downloading over my internet connection.

Now setup was not without its own issues. Someone switched the drives around so that the primary drive with the OS was not, in fact, set as the primary drive, resulting in no booting to OS as planned. Fortunately, I was able to suss out the way things worked and set things right. I was a little put off by having to rearrange my SATA cables on day one, but oh well, if that was all I had to worry about, I was in a good place indeed.

I was not, in fact, in a good place at all. A week or two in, I notice a disturbing trend: When I shut my computer down sometimes, it doesn't like to turn back on! Sometimes for five minutes, sometimes for half an hour or more! This made restarting quite the issue, and so I called tech support to find out what was going on.

A very long call with tech support, and the issue was still not properly resolved. I attempted the solution given to me, but it was in vain (and involved opening up my system and pulling out major components repeatedly, a big no-no in my book). So I call again and let them know that in no uncertain terms the solution did not work, and wanted this problem resolved ASAP. They tell me that they need to look at my system, which involves me shipping it all the way across the country.

I sigh heavily, not wanting to wait for this long process to occur, but knowing that this was likely the only way to resolve this issue.

Fast forward: One MONTH (5+ Weeks from Ship point)

After two successful calls to tech support (Meaning I got through) and numerous unresponded to emails and voicemail messages, my computer is back, even though the two calls that got through resulted in "We haven't started yet" and "It's been sent back today".

My computer is back. I connect it all back together and plug it in....

Only to find the problem is STILL THERE!

I am furious, I call up tech support, only to get the same damn voicemail message I've gotten dozens of times before over the last month. Frustrated, I call up customer service and ask for a manager. I explain that I am very upset and that despite the numerous messages I have left, tech support has never once gotten back to me via email or phone, I just got back a system from RMA that had taken over a month with the problem left unresolved, and that I was in general very irritated. He assured me that he would run the note over to tech support right away and they would call me back as quickly as they could. I thanked him and hung up the line, slightly sated.

Then tech support called, with some decent alacrity, which was nice. I let the guy know what was going on, and had to detail (AGAIN) the specifics behind the issue, and how it was not resolved. We determined that the genius who took my RMA last time never included my instructions on how to replicate the error and as a result, the repair techs never resolved it.

However, as they had already replaced the parts most likely responsible, I wanted to know what could be done this time that couldn't be done last time. After much back and forth, it was agreed that I would send the system back...again...and that a total system rebuild might be in order.

I was planning on using this system to help with the school year, and it's nowhere in sight. I have to keep using my patchwork laptop to keep myself going, which is hardly ideal. I spent good money on a system NOW, and as far as I'm concerned it's going on two months late, and I'm thinking of talking to the company and requesting some sort of compensation for my inconvenience, because I'm pretty pissed off right now, and on the verge of demanding some kind of refund, which I REALLY don't want to do because setting up my data takes a long, long time and I just don't have the patience for it right now.

Maybe this makes me a SC, maybe this makes me an EW, but at the moment, I'm seeing so much red I can't find it in me to care.

[SteeleDragon78]

none of your points are inherently sc or ew, being that the company has not been exactly wonderous in its turnaround for your pc. having worked in warranty support i know that these issues can take some time and that a 3 week turnaround is not unusual, but 5+ weeks is a bit much. even if you are sending it standard usps it should get there in a week, fixed within 14 days and returned to you in a week.

the fact that you were getting vm at the tech desk tells me they are having more issues with their product than is reasonable. but if they are willing to do a full rebuild for free a refund is not warranted yet. if after the rebuild the issue is still there then return the system and perhaps purchase one from a retail store or diy it. but remember that home built boxes carry the same chances for bugs as any appliance.

hopefully they fix it and you are happy. SD

[Apallo]

Wanting your system back with the problem resolved doesn't make you an SC or EW. It makes you a reasonable human being. I would suggest that you ask for a completely new (and no a refurb) system back to replace the broken one. It sounds like their customer service is really really bad.

[PepperElf]

sounds like one of the computers i use to have to work with.
the power supply was wonky and when you turned the computer off, you had to actually pull the power cable out of the back of the computer, and then push the power button in for a few seconds to discharge all of the capacitors. only then would it power back up.

sounds like a sucky computer company. things are suppose to work properly from the start.

[wagegoth]

You paid for a computer months ago. They shipped the computer to you. It didn't work. You've not been able to use the computer for months due to the problems, but, most importantly, due to the repair department sitting on their asses and then sending it back unrepaired.

It's completely the computer company's fault:

1. They shipped a faulty computer.

2. The repair department didn't properly test the computer.

3. The repair department shipped it back unrepaired.

4. The repair department lied about what they did.

We're way past the three strikes count I give businesses. You can now move into what we would normally consider sucky behavior. You may make demands about getting some of your money returned. You may demand a brand new system to replace the original system. You may demand to talk to a supervisor every time you call in. You may inform the supervisors that if they fail to meet your demands you will go over their heads until they acquiesce. You may post your unhappiness with the company on consumer sites.

You may not scream at or abuse the people you speak with. You may not lie. You may not threaten jobs.

You must let us know what happens.

[earl colby pottinger]

It's completely the computer company's fault:

1. They shipped a faulty computer.

2. The repair department didn't properly test the computer.

3. The repair department shipped it back unrepaired.

4. The repair department lied about what they did.

You left out point 2.5 ie since the RMA did not say what the problem was with the computer, the tech department did not try to contact you by phone or email to find out what problem they should look for.

Much as I hated calling customer for details of their problems, it was far better than having the company I work for pay for repeated shipments.

[Hyndis]

Also consider the speed at which computer hardware depreciates. What is cutting edge one month could be vastly cheaper the next month. By not giving you a functioning computer that you purchased until months later, you were essentially buying an overpriced or underpowered machine, and denied the proper bang for your buck, as it were.

I think you're well justified in getting a bit upset at them. Being irate for a good reason is completely different than being a SC right from the get go.

[otakuneko]

What work, if any, did they even do on it? It smells like a power supply issue and very well could be given that power supplies are a commonly skimped-on component. What's the first thing you do with a hardware issue after re-seating the cables? Replace the PSU, that's what, and preferably with a higher wattage one. Bad PSUs can do all sorts of wonky things.

[Munkie]

I recently has the same issue with my desktop model. I received that one as a second-hand computer when the company i worked for upgraded it's surveillance system. So, the system became my DIY, and worked well enough up until I turned it off and put it into storage (and in all that time it wasn't moved once! this is important). When I moved back into the building my dad lives in, I went to set up said desktop. Wouldn't start. Lights were on, everything was connected... but nothing happened. Dur? My brother, the tech whiz of the family, couldn't figure it out either. So, I decided I would replace the components that could possibly be the cause (power supply, RAM, motherboard, video card) and priced it out to approximately $400 dollars through a local DIY computer store: Memory Express.

Just got a new job that will be paying me more money, so hopefully I'll have a properly working desktop system (and I have to get me an LCD too!) by Christmas.

[Difdi]

I had a computer once that had a similar issue. As long as you left it on, everything worked great. But shut it down, even for a minute, and it would not come back on.

Three different technicians couldn't find a thing wrong with it. The archetypal "the only thing wrong with it is it doesn't work" problem.

Finally, the fourth technician managed to find the problem. Seems the motherboard had developed a hairline fracture near the CPU. When the computer was on, heat from the chip made the silicon swell, closing the crack. But turn it off, and it rapidly cooled down, breaking a vital circuit. When turned on, it would hang on POST; By the time the motherboard had warmed up enough to close the circuit, it had very thoroughly crashed.

I eventually saved up money and replaced the motherboard (I was 16 at the time), but for a while there, I had to turn on the computer, let it warm up for about 5 minutes, then reboot it...

[edicius]

After two successful calls to tech support (Meaning I got through) and numerous unresponded to emails and voicemail messages, my computer is back, even though the two calls that got through resulted in "We haven't started yet" and "It's been sent back today".

My computer is back. I connect it all back together and plug it in....

Only to find the problem is STILL THERE!

Sounds very similar to an issue I had with an authorized Sony Service center in Connecticut. Camcorder started having recording issues, was still under warranty and I sent it out as per Sony's instructions (paying $250 to boot). Through FOUR repair shipments, they kept sending it back saying they couldn't replicate the problem (despite the fact that I included a video file showing the problem and EVERY time I got it back and tried to record, the problem was clearly still present). On the fifth try - 2 months later and a letter/multiple phone calls to Sony Consumer Relations in Florida, they finally fixed the problem (part needed to be replaced). I just got their "How did we do?" review card in the mail the other day. You can imagine how I rated their service center.

So no, definitely not a sucky customer - if your product isn't working and the repair facility has returned it to you unfixed, you're perfectly within your rights to be more than a bit aggravated.

[Hotfoot]

Small update:
The computer is back in the shop, but I still haven't been able to get in contact with the repair team to check on the status, due to the company's tech support lines being flooded every time I'm able to call. The notes on how to replicate the issue, however, have been added, so with luck, the issue will be resolved soon.

In other news, I just had another major piece of electronics up and die on me, so now THAT has to be sent back RMA as well. If I didn't have a ridiculous backup policy, I'd have gone mad by now. As it is, my job is doing more than enough to provide my madness.

[Hotfoot]

UPDATE

Well, my hearing is getting damaged by my new job, my car is smashed up, and I'm drowning in paperwork, but by god I have my electronics back, and amazingly enough, they both work!

I'm still not happy at the company for wasting nearly 3 months of my time, but at this point I've got so much other crap on my plate I'm just glad to have something going my way