Avoid GenTech Computers!

[mooreman]

9/7/06 11:45 AM

Here is a copy of my review and my on-going ordeal in trying to secure a $108.00 refund on some defective RAM from GenTech Computers of Covina, CA.

GenTech showed no interest in resolving this RAM issue until I published my review of their online store in Reseller Ratings. Now they call me almost everyday on my cell phone to try and blackmail me into taking down my posts. I have been told that they will not refund my purchase until I take down all traces of my posts from Reseller Ratings.

Please take the time to read about my ordeal below and you be the judge.


9/3/06 11:53 AM
I ordered the $1,449.00 Asus laptop on Feb 27, 2006. The laptop arrived within 2 weeks and worked fine for several months, then one day in early May it crashed to the BIOS screen while in use. I emailed Ken at Gentech and he gave me an RMA# to return the failed 1.0 GB SODIMM.

We did a cross-ship where I returned the defective memory (at my expense) and Gentech supposedly sent out a new one. It took Gentech from late May till July 10 to finally ship the replacement RAM out. The new DramMaster memory booted up Windows XP then immediately crashed to the BIOS screen with the same exact symptoms.

Since my client needed the use of his laptop I purchased and installed a new Corsair ValueSelect 1.0 GB DDR-400 SODIMM from NewEgg at my own expense, which has worked perfectly ever since. Since the new Corsiar memory was working good, Ken advised me to return the 2nd defective DramMaster memory for a credit to my Discover Card, but did not provide an RMA# in his email. After a second email request by me, Ken said to use the same RMA# as before. I returned the defective replacement on 8/17/06 via certified mail.

Its now over two weeks later and I am still waiting for my promised refund credit. GenTech has refused to take delivery of the defective SODIMM via certified mail, even though the RMA# is on the package. According to the USPS, its sitting in the Covina, CA Post Office waiting for them to pick it up. They say they have refused my delivery because its been more than one week since they issued me the same RMA# they gave me once before in early May. Yeah right!

After spending more than $5,000.00 with them on four laptops, they tell you that you agreed when you purchased the laptops that "all sales are final". I can understand the laptop sale being final, but that does not end their obligation to replace defective parts that fail during the warranty period.

This memory ordeal has cost me approximately $15.00 in return shipping costs so far for the two returned SODIMM's, plus the $108.00 value of the memory I can't use and my time and labor to diagnose and repair the problems myself. Their only technical support suggestion so far has been to detune the BIOS from DDR-400, to DDR-333 speed. Both the laptop and the memory I paid for are supposed to support the faster DDR-400 speed. This is an unacceptable solution to me as it will severely degrade the performance of the laptop.

Two other laptops I purchased earlier this year from Gentech, also developed hardware problems within a few weeks/months of being delivered. One had a HDD failure the other had a defective keyboard with several keys that were binding. These problems also took weeks and multiple emails to get corrected. While I don't hold GenTech responsible for the name brand parts failing after the sale, the amount of time required to get each of these issues rectified has been excessive in every case.

Since making this post over the weekend they have suddenly taken a deep interest in resolving this whole issue. They have promised me a full refund for the $108.00 cost of the memory. I have been checking my Discover Card account each evening, but so far no credit has materialized. They are very intent on me taking down this entire post. I have since received several very unprofessional ranting emails from an employee named Brian demanding I take down this post, or they won't credit my account. I have told both Brian and Ken, that the post stays up until I get my promised refund. They are now calling me every day on my cell phone asking that I take down this post. This is just unbelievable behavior on their part. Thank goodness for Reseller Ratings, or I would be stuck with a dead $108.00 SODIMM right now.

One Tip: If you email GenTech, you have to use the email reply on their web site, they will frequently ignore email replies sent directly to their customer service employees. They don't seem to answer their telephone very well either. I would recommend perspective buyers to avoid GenTech PC due to their poor after-the-sale customer service. They love to sell you a new laptop, but they ignore the customer after the sale, even while the product is still under warranty.

Update: GenTech still has not credited my Discover Card. Instead they want to spread lies and FUD about what I did or did not do. To answer their reply. I never once asked for them to pay for the more expensive Corsair RAM I ended up installing because they were dragging out the process so long. They claim I have not returned the RAM, so here is proof from the USPS web site:

Label/Receipt Number: 7005 1820 0005 4660 6732
Status: Notice Left

We attempted to deliver your item at 2:07 pm on August 21, 2006 in COVINA, CA 91724 and a notice was left. It can be redelivered or picked up at the Post Office. If the item is unclaimed, it will be returned to the sender. No further information is available for this item.

Would you want to deal with a company that would risk their reputation just to screw a customer out of $108.00 refund? Where is my refund?

This review was modified by its author, mooreman, on 9/7/06 10:41 AM.

[rodgermat]

Thanks for sharing the interesting story.

GenTech seems so, eh, professional and wise

[nomaxim]

Have you tried the BBB.org?
I can't find any record of them with the BBB. So it looks you would be the first to file a complaint about them. You can do so here; https://odr.bbb.org/odrweb/public/GetStarted.aspx

Also they operate under two different websites;
http://1toppc.com/Merchant2/
http://gentechpc.com/index.html
Same WhoIs info for both except that 1toppc wasn't registered until 2002, gentechpc in 2000.

Link: http://www.resellerratings.com/seller594.html
Current rating around 9 with 52 reviews, company's first review here was in 2000.

EDIT:
I wouldn't take down the review at all, you can however edit it as you see fit.

[mooreman]

I am happy to report that my ordeal with GenTech Computers has finally been resolved. They just issued me a refund on the defective memory they sold me back in May '05 for $110.00.

I am still out two return shipping fees that I felt they should have picked up.

I thought the whole situation was poorly handled by GenTech Computers staff from the very beginning and then it went down hill from there. They seem to think they are doing me a big favor, by making an exception, and providing me with a refund on what amounted to poor quality memory to begin with.

I think their staff needs customer relations training and the company needs to over-haul their RMA process. They should not leave the customer with a dead laptop while they try to obtain a replacement RAM from their memory supplier. The fact that it took six weeks to get the original replacement RAM to me was excessive. The correct way to do it would have been upon receiving my returned product, to immediately send out a replacement. Don't leave a customer high and dry for six weeks while you dicker around with your memory supplier. Most people use their laptops for business and to be without it for six weeks is a huge inconvenience.

If you are inclined to order an Asus laptop from GenTech I would recommend that you request name brand memory be installed such as: Corsair, OCZ, Kingston, or similar quality that carries a lifetime warranty. If they won't do that then order the memory from another supplier. I would advise that you have them assemble and test the laptop before shipping it out. I would hate to think what the process would be like if you received a laptop from them minus the memory, then encountered a problem after you installed your own memory.

[nomaxim]

Originally Posted by mooreman

If you are inclined to order an Asus laptop from GenTech I would recommend that you request name brand memory be installed

Are you saying that you requested non-name brand RAM. If so then this whole problem may be your fault in the first place.

Originally Posted by mooreman

Since my client needed the use of his laptop I purchased and installed a new Corsair ValueSelect 1.0 GB DDR-400 SODIMM from NewEgg at my own expense, which has worked perfectly ever since.

Parhaps if you had your clients operations in mind this would not have happened in the first place. Corsair ValueSelect 1.0 GB DDR-400 is among the cheaper of the Corsair line, and you tried to buy something cheaper??
Looks to me like you tried to make a buck at you clients expense, and then tried to blame it on someone else.
Perhaps you are the one that should be getting the bad review. At least IMO.

[extraady]

"Are you saying that you requested non-name brand RAM. If so then this whole problem may be your fault in the first place."

I'm sure he didn't purposely choose the no name brand. It was probably a button on the page that said "upgrade to 512mb" or whatever. And when you're buying from a large company like GenTech, you trust that they use quality parts and have quality service. Besides, it doesn't look like he skimped on the actual laptop...so why would he purposely skimp on memory? It's GenTech's fault for sourcing cheap parts and not fixing it right away. It's okay for a company to use cheap parts, but you gotta be responsible for your actions (of choosing cheap ram to sell) and fix the problem promptly if it arises. Assuming that mooreman knowingly bought cheap ram...at least he forked out his own money to buy quality ram to fix the problem for his client.

I'd say 70% of the blame is on GenTech and 30% of the blame is on consumers who cheat stores or don't know much about what they buy (this doesn't include mooreman). Sellers are concerned with profits and some buyers return items that they knowingly broke, which forces sellers to sacrifice service for profits. Again, I don't think mooreman is one of the 30%. They teach ethics classes in some business schools, but not all...and not everyone follows them.

I spent 2 minutes of my life just to register on this forum to say that.

Anyways, newegg.com is a good place to shop and fry's has decent prices when they have sales.

[extraady]

o yeah...you shouldn't let one person's experience deter you though

there's a chinese proverb that goes something like....

"if 2 people tell you you're stupid, you can ignore them. but if 10 people tell you that, start listening"

[Adeleida]

I just had a great experience with gentech. I bought an 1000he blue netbook from them and was almost immediately called to confirm my card. They shipped out that day and I received the laptop a few days later. No problems here.

[c4ptain_4hab]

I'm having a different debacle with Gentech PC. But nevertheless a debacle. States on the site that the laptop was in stock. Over a week goes by. After stating on the site, that it takes 3-5 days for a laptop to ship. I even ordered it before noon. Anyways, I call and a foreign sounding lady picks up. She even has a slight attitude with me. I ask about the status of my notebook...she says "Oh, it was out of stock so we had to pre-order it...sooo, will be there Monday or Tuesday OF NEXT WEEK." I was like "WTF??!!" Gentech PC consists of a bunch of liars. Seriously. Almost as bad as ZipZoomFly. Bleh.