geek.com had an interesting post followed by expected comments. You should read the full post then the comments. In the comments section are the people that are running into the same customer service that I'm hearing more and more about.http://www.geek.com/articles/geek-pick/rave-velocity-micro-is-tech-support-done-right-20070817/
Here are few examples of what you will be reading:
Lee Coleman:
I would just like to say that the service I have received from Velocity Micro has been as POOR as it gets! What should have taken a few days to complete has taken over a month with no end in sight. I bought the 3 year warranty, but clearly their products are outdated in far less time and therefore create many issues if your machine is over 2 years old. I feel sorry for anyone that has to endure what I have had to over this last month. Best of luck!
Jennifer Howse:
Well, I've joined the ranks of the disappointed Velocity Micro customers. Waited on the phone to talk to a person yesterday about my computer arriving with parts hanging, and the apathetic attitude I recieved just fueled my aggravation further. Never once did I receive an apology for the condition of my 1600.00 dollar system. Instead I was asked to almost prove the fact that I'd received it broken by describing what exactly was wrong with it. THEN, I was asked to take a photo of the damage and send it to them via email. First of all I ordered this computer back in August and have been anxiously awaiting my system. I got no correspondence from Velocity micro once I purchased the system, just a notice from UPS saying that it had been picked up. I'm so disgusted with the this company at this point, I sincerely hope they just refund my money, but according to the post above it looks like I'll be waiting til the cows come home. I DO NOT RECOMMEND VELOCITY MICRO TO anyone, go and get yourself something from Best BUy, or better yet, build it yourself for a fraction of the cost. What a joke!!!! You should have seen how they packaged it too, instead of using a full case of styrofoam for travel, they wedged pieces of cardboard in the corners to cushion the tower while traveling. VERY UPSET!!!!!!!!!!! Never again will I buy anything from this company, and never again will I buy anything online that's worth this much…
Posts
I agree - WOW!
ReplyDeleteI wish to personally apologize for some of the behavior we have obviously been displaying! This is not how my vision of the company should be responding to our customers. I'd like the opportunity to find out what we are communicating to our support associates, and what kind of pressure our repair team is under. It is not an excuse, but rather an explanation, that we have obviously been swampped by the liquidation of Circuit products - both in support and repair inquiries. I'm embarrassed that we seem to be crumbling under the pressure of this spike in requests. We honestly were caught off guard and not prepared. Frankly, we should have been - but we blew it!
While I try to pull the team together and evaluate our situation, please accept my apology and my gratitude for any patience that any customers may have.
Randy Copeland,
Founder and Chairman
Velocity Micro, Inc.
So it's not the first time this has happened. I fail to believe this is all due to the Circuit City closings, as we see above, even costumers that bought the product directly from them are upset.
ReplyDeleteUsing that as an excuse is just lazy and unacceptable.