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Hi again!
Michael I did post on Hard forum, actually in a few places asking questions, trying to get suggestions and finally posted a long one on a VM/Overdrive topic since Randy Copeland, the owner, asked for opinions. I've been a VM fangirl for the last year and a half - any problems I had with my old computer up until the last repair went so well. If a part was needed I had it in my hands within 3 days. And a tech in my home within the week ... Not 3 or 4 weeks and still waiting for a part or even word that the part's coming.
Rick, the phone techs are really great. They do everything but get in their car and drive to your home (wish they could!) ... the problems seems to start once something beyond what they can/are authorized to do happens. Look at the somewhat satisfied and dissatisfied reviews. There's alot of people who aren't getting the parts and service they need and paid for.
I understand things happen with computers, trust me. But to have problems from day 1 and not get any satisfaction until posting a negative review? No one, I don't care if you spend $1 or $100 or $1,000 or whatever - if you've got a warranty then that warranty should be honored. Either that or if it can't be fixed/you don't want to risk having it fixed, let the customer return the defective product for a refund. This almost scrambling to suddenly "reach out" after getting a bad review or writeup isn't good customer service.
I'm dinging VM for the build on the new computer, yes. I'm dinging them more on the lack of upper tier support, communication and lack of attention to detail and the customer in general.
I still think they grew way too fast too soon, either don't have enough staff or the wrong staff for their business .. you need people who are knowledgeable about hardware/software, makes smart choices in what parts to buy, what works together and what's a really bad idea, are really passionate about computers AND people and will take the time to make sure things are made right. That's the VM I used to know. Believe me, my first computer? the tech (that's right, it used to be the actual tech/builders who answered the phone for sales) talked me OUT of certain things, saying I wouldn't need them after finding out what my needs were. Now that's service.
This new computer? I should have hung up the minute when talking to a sales rep and on asking him a question about the motherboard got "I don't know" .. not I don't know, let me check, let me ask, let me transfer you to someone who may know ... just "I don't know". That was my bad for not going Uh Oh, this isn't what I'm used to hearing from anyone at VM.
Right now I'm trying to get everything possible backed up on the new computer so I can transfer it to the old one, hope the old one works as far as connecting to the internet, etc. and the a drive for the other computer. Got the UPS shipping label for the new one to go back for rebuild and word that the a drive is on its way.
Last edited by missythng : 01-10-2008 at 02:45 PM.
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