1/5

posted Dec-31-2006

"My father ordered the ex7 (an almost $4000 laptop) to arrive on my Birthday on the 16th; it arrived over a month later due to monitor problems in which they had to replace. When the laptop did finally arrive, I opened it and turned it on. There were 4 dead pixels; 3 around the corners and 1 in the middle. I was very dissapointed. The first day I used it, the computer overheated and turned off. I was VERY dissapointed. The next few days I noticed that one of the covers covering the springs for the monitor was loose. I pulled it out and found that there were no screws keeping it in place. The other side was firmly screwed in. Over the next month or more I had continued to get errors and overheating problems which I finally called about. They sent me a new video card (which was a geforce even though I currently had an ATI). I switched to the geforce and found out that it was misaligned with the fan; I still had overheating problems. I decided to live with it. I got a blue screen almost every other day. At the time I played Warcraft III and Guildwars which worked without any problems on my six year old Dell. However, on this laptop they would both extremely lag while making noises like "BRRRRRRBRRRRR" from the speakers. I finally called when my computer would not even load. I decided to use the boot disc to just reinstall everything. The boot disc did not work. By the way; every time I called during main bussiness hours it would transfer me to the afterhours tech support which is a useless organization that I am starting to think is in a little shack in India. Their leading technition spoke to me and explained to me that I need to call the main tech support group and I explained that I had been trying. He said what I needed to do is call them and get a replacement boot disc and that they would ship me and fund me an external floppy disc drive so that I would be able to reinstall my RAID 0 drivers. I then called and after about 2 hours worth of transfers and either hang ups or disconnects (all on hypersonic's fault) I spoke to a representitive who treated me like a moron. He explained to me that I needed to go out and buy a floppy disc drive because it was not in their policy to support me with one. I explained that the man in their after hours tech support said otherwise and this guy said he was mistaken and would straighten things out with him. Yea Right. Well, my boot disc came after a few days and I reinstalled the computer. I continued to get blue screens. I called hypersonic and explained to them that I could not even last five minutes without the blue screen. They took my computer in and "repaired" it. I told them to fix the broken monitor cover, the microphone which did not work, the overheating problem, the error problem, and to see if they could do anything about the dead pixels. When my computer finally came back the only thing that was fixed was the broken cover. They said they had replaced the motherboard; it had not helped a thing. I was still getting blue screens every half an hour and extreme lag. Some time passed and I decided to run a memory test on the system in which I received multiple errors. I called (again it took a few days, the first day I called the ringtone continued and there were no messages; after five minutes I hung up and tried again; same problem. I called the next day and got multiple transfers which took over 45 minutes.) and they sent a replacement. The memory did not help either. I was still getting problems. I decided to send my computer in again more than a month ago. They assured me that they would fix this and get it out to me within a week. After calling after the week, they assured me that it would be sent the next day. I called every other day, at least 20 times and each time the representative told me it would be sent the next day. I called again and spoke to one of the same representatives that I had spoken to at least 5 times; he remembered me and was very empathetic with me. I did not need empathy, I needed the computer. He told me that they were running "major tests" on the system. They told me they had been running tests for a month now. After asking him to replace the system he said that they would not be able to do so. He did tell me they would upgrade the video card. LOL that was the reason I sent it in in the first place. Sadly my father became very upset and decided to call them last monday. He gave them an ultimatem (which they clearly needed considering that they could keep the computer for an unlimited amount of time and have no problems). The representatives guaranteed that it would be shipped by last Friday or they would replace the system upgrading the parts. Friday came and I decided to call. I let the phone idle for about 20 minutes and all I got was a continued ringtone after trying sales, tech support, and customer service. The operator option had not been working for the last 5 times I called. Well I gave up."

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1/5

posted Mar-10-2005

"OCTOBER 2005 UPDATE ON HYPERSONIC CUSTOMER SUPPORT:

The laptop as originally purchased came with a 1 year warranty. At 11 months the motherboard died. I send it in and after two weeks recieved the laptop back. They had replaced the motherboard with a REFURBISHED board.

Fast forward 3 months later, we are now 2 months out of warranty and the REFURBISHED replacement part dies. Of course it is not the least bit suprising that Hypersonic wont take responsibility for their refurbished crap dying. This is no suprise.

What is suprising is this. I call on a Tuesday at 3:30pm to ask for a quote on repairing the laptop. First I call, operator transfers me. Hold for 5 minutes, then the operator picks up the phone again. Apparently customer service was out and he was supposed to handle me in the first but thought I should go into a hold queue anyway.

I tell him the problem, I am annoyed. I am not cursing or yelling but I am stern and clearly not happy (read below to see why expectations would start soooo low with these guys). He listens and then tells me this: SALES IS OUT UNTIL THURSDAY.

Its not a holiday, its business hours. I need to get a replacement part to fix the problem that Hypersonic would fix properly the first time and SALES IS OUT.

Swear, these people arent a business. They are hobbyists that take a casual interest in serving their customer base.

When I point out that my laptop was a CL56 whitebox and that he could get the price for the parts off of google (I need to buy it from hypersonic so that AMEX warranty pays, otherwise I would have used google myself) he says to call back thursday.

At which point he takes offense at my stern irritated tone and says he is trying to be helpfull and doesnt understand my attitude. I explain that it is my natural response to common incompetence, at which point he hangs up on me.

Tell me this, how hard should one work to be civil with a company that unethicly uses refurbished parts to repair their product; then when the refurbished part predictably dies 3 months later disavows all responsibility?

At one point is it reasonable to expect that the total absence of customer support/sales on a business day during business hours might push someone to call you incompetent?

This company acts unethicly, lacks profesional standards and fails to deliver a satisfactory product or business relationship.

AVOID LIKE THE PLAGUE!

ORIGINAL REVIEW:
The laptop is great. Too bad their customer support is the most incompetent group of people I have ever encountered. Executive summary: Hypersonic-PC just repackages quality OEM laptops. You are paying for their name and support as you can grab their laptops anywhere. Given that their support is among the worst in the industry, there is no need to buy from them. DONT BUY FROM THEM unless you can afford to go weeks without your equipment recieving the support you paid for in advance.

The power supply for my laptop died. I called customer support, and they shipped me a new one. Unfortunatly, when I recieved it, I soon realized that they had sent me the wrong powersupply.

I called them again. They were very sorry, promised to send me a new one immediatly and to email me a tracking number. No traking number ever came, two days later I called back.

Oops. No one ever sent it. Sorry, we will have one courriered to you tonight! Awesome. That night, nothing came.

Next business day I called again, odd, it was approved but never sent. We will send you a new one right away and give you a tracking number. No tracking number.

I called again the next day. After begging, the rep sent out a new one and called me personally with the tracking number. It was sent next day ups.

Three days later a UPS package arrives. I had forgotten about the delivery and had just woken up. When UPS said package for , I look puzzled, and said "who?". Two seconds later I realized my mistake and said it was for me. The UPS guy didnt care and walked away. (THANKS UPS!).

I called hypersonic immediatly, trying to reach a manager. The operator refused to transfer me to one, promising to have one call me asap. Im not holding my breath.

"

This review was modified by prosen2012 on October 25 2005 12:59:20 PM

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1/5

posted Sep-15-2006

"I purchased an Aviator CX7 Turbo gaming notebook and it has been a disaster. I regret buying it so much. I had been looking through different computer companies for a good price. Hypersonic seemed to be in a medium range (some companies were cheaper) for what they offered. Thinking that i would be paying a little more for service i went ahead and bought the computer.
I recieved it promptly and when i tried to turn it on the fans and a couple lights would turn on but the screen would stay blank; other times the screen would freeze on bootup.
I also had a tv tuner put in the computer but i did not recieve the proper connectors to connect the cable. (I recieved the connector five months later after sending in pictures of the connectors they first sent me twice!)
When i sent in the computer to get the power problem fixed i recieved it back promptly but they didnt send me the POWER CORD! So i cant even use it period!
I have called already and have been promised to be called back without any offers to solutions,this is the second day without any calls from them. Great service huh?
If they have so much work that they cant handle customers problems or they are so unorganized that they forget a power cord to a laptop then they need to rethink their position in this growing technology industry."

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5/5

posted Oct-01-2008

"My 13 year old son wanted a laptop computer suitable for school work and gaming. He researched laptops and thought that Hypersonic would be a good choice. We ordered the Avenger AG2. After it arrived,it soon became clear that he had not ordered the correct model and that this laptop was not suitable for games needing lots of memory(like Counter Strike). We called Tom in customer service and he was very helpful in addressing our problem: how can we exchange this?! Hypersonic had not had this problem before but was willing to have us ship the AG2 back to them and build a new computer. Tom was very patient in figuring out what we needed and determined that the AR5 was a better fit for us. At about this time, Hypersonic was moving their headquarters and although there was a bit of confusion with our order in the move, Brian took over for Tom and got the job done!! He helped our problem/new order get processed and we were hopeful that we got the right one. The computer arrived, works well for us and my son is happy! We are both so glad that it all worked out! My problem now is getting him OFF the computer!

Thank you Tom, Heren and Brian for your patience and understanding. You were professional and courteous to us and we appreciate it!

Sincerely,
E. Mills"

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2/5

posted Feb-13-2007

"I purchased a $4000 Aviator EX7 from Hypersonic. Here is an accurate summary of my experience with Hypersonic-PC

1. There was about a 2 week delay beyond the stated release date.

2. I had a few dead pixels and returned item , Hypersonic gladly replaced the screen (Kudos Hyeprsonic)

3. My laptop battery died within a few months. the laptop would work if plugged in, but the battery would NOT hold a charge 0%. After several emails, Hypersonic finally replaced the battery, however, it was not the same color (black) as the laptop I purchased (blue). Not a huge deal, since it was on the bottom (hypersonic gets a pass on this one)

4. Now, this replacement battery also dies about 9 months later... same issue, CPU works if plugged in, but the battery has a 0% charge. And I was vigilant on optomizing and tuning my battery after the first experience. the issue is extremely frustrating as if LAPTOP comes unplugged, it immediately shuts off, losing whatever work you had going on there.

now here's what it takes a turn for the worse...

5. ive written to Hypersonic AT LEAST 4-5 emails about the batter issue, over the last 30 days. I received ONE reply stating the battery warranty was something like 1 year.... and that I had to purchase another battery... (*** Why should I pay $200 for the SAME battery that will die like the previous 2?).... anyway, I replied back saying something like "well this is the 2nd battery to go bd in 18 months, so i think there is a clear battery issue you know about, and should honor a replacement for the second defective battery". That was about 10 days ago, and I STILL have not received a reply... so I still have a battery issue with my $4000 laptop from Hypersonic-PC.....

then, a 2nd issue sprung up... I upgraded this same laptop to Microsoft Vista Ultimate, and all of a sudden, my PCMCIA device stopped working. the device is the texas Instruments PCI-1411. None of my PCMCIA devices worked in this laptop after upgrading... I expected issues wtih upgrading to the new OS, so Ive tried trouble shooting this issue for 2 weeks now with Microsoft, and nothing has worked. ive contacted texas Instruments who avised they dont provide driver support. So logically, I contacted Hypersonic about THIS issue... assuming they ship laptops with Microsot Vista AND with the PCI-1411, they have a good driver that works. I contacted them about the driver issue about a week ago and have heard NOTHING. I wrote them again today and will wait to see what happens. I stumbled across this website and felt compelled to tell my Hypersonic story. They seem like a good company, but can't figure out how to provide adequate support to lucrative customers who buy high end laptops, and the customers who merely buy their t-shirts or whatever.

I'm an FBI Agent who investigates cyber crimes and I rely on high end laptops to help with malware analysis that I do, among other things. Im a pretty technical person, so Im not some fluke customer who just has an axe to grind. I couldnt be more honest and accurate in my comments here...

Hopefully managemnt over there checks in with this site to get honest evaluatins about how their company is doing.

if Hypersonic resolves the issue and finally provides support, I will update this thread with a very positive outcome. stay tuned


Today is February 20th, and I sent 2-3 more help requests. I have NOT received any response. this is how they treat custoemrs who buy thier $4000 computers.

Today is March 1st, I submitted the same help request a few days ago, and was still ignored. I truly regret spending $4000 on a computer from this company. "

This review was modified by aringhof on March 01 2007 05:35:17 AM

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5/5

posted Jan-19-2009

"This review is for an Aviator AC7. I am 100% satisfied with this notebook! Great customer service, answered all questions I had, even when I decided to upgrade the shipping at the last minute. Would definitely buy from them again!
Thanks guys!"

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1/5

posted Jun-03-2003

"Okay, I've decided. HPC is by far the worst Customer Service I have ever dealt with.

In early May, I ordered the GX6. I put a guaranteed 10-day delivery on it (paying extra). After the promised delivery date, I decided to finally call them. They informed me that it was not yet ready because they were "testing" it. I figured that things happen, and I was okay with that, but I told them I got the rush because I really needed it by a certain date.

Well, they got really close to that date, and after many calls to their customer service, they finally said they would ship it off, and they rush delivered it no charge (no complaints there).

When I got it, I thought the presentation was nice and it performed well with all of the normal desktop programs. The screen res was awesome, and the speed was comparable to a high-end desktop.

Everything was fine until I started installing the games. I was having all kind of performance issues and texture anomalies.

I called them, dealt with tech support for over 3 weeks (because I never go call backs when promised, and I had to re-explain the problem about 10 times). They had me do all these remedies in which none of them provided results. Finally, they said they'd give me an RMA by the end of the day. I had to call them twice and 4 days later I got them to finally send me one. I just recently got the same laptop back. Same problem as when I shipped it. Good job guys. I so badly would love to just get my money back at this point.

To sum it up, if you like to make frequent calls to customer service, and follow up daily just to get any answers, and you don't mind being out a computer for weeks at a time, Go Hypersonic..."

This review was modified by 0kc0mputer on July 25 2003 12:17:13 PM

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5/5

posted Oct-29-2003

"There are few companies out there today that pay as close attnetion to detail as Hypersonic PC. Never have I dealt with a company who's products are as impressive and who's employees are as professional and courteous as the people at Hypersonic.

I placed my original order olnine, which I must comment was a very straightforward and efficient process. A few days later, I checked the website and noticed a few new products were being offered. I decided to call the sales line and find out if it would be worth my while to change a few components. The guy I spoke with was very well informed about all the products and the differences between what I had selected and what I was contemplating. (As he should be, working for a computer manufacturer). He patiently answered all of my questions (I'm sure they were somewhat annoying) in a very pleasant manner.

I ended up changing some of the parts in my system, which did delay the wait time by a few days, but it was certainly worth it. In fact, the wait time was really the only problem I had with Hypersonic. I wanted my computer to arrive faster, but then again, as the saying goes, 'Good things come to those who wait.' I feel like I'm in a Heinz Ketchup commercial! But seriously, now that I have the system, the wait was definitely worthwile.

The sales and tech support staff kept me informed throughout the entire building and shipping stages of my order. I was very specific about just what I wanted and just how I wanted it. Hypersonic made that happen--my PC is completely tailored to my needs and desires. You don't get that kind of service just anywhere. I've purchased several PCs in the last 6-7 years, from companies both large and small. I'll tell you, no other company can come close to the level of service provided by Hypersonic. they even gave me a follow up call a week after I got the system to make sure everyhting is going well. Which it most certainly was.

On customer service alone, they get 2 thumbs up. Add to that an amazing computer that's an absolute dream to use and more than easy on the eyes! Call me a geek or whatever , but honestly, I have never been so excited to
sit down at my desk and work.

Like I said, I've purchasd several systems over the years, and seriously, I'm kicking my self in the a@$ for not going with Hypersonic sooner. I'm 110% pleased with my new system and everything that Hypersonic has to offer.

Can you say "customer for life?""

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1/5

posted Sep-12-2004

"I ordered an AX6 on May 13 with a projected ship date of May 31, and my debit card was declined. My fault, it had a $2000 per day restriction, but they took the opportunity to push back the projected ship date another 2 weeks to June 14. June 14 rolled around and no word from them. I called and got them to ship it finally on June 18.

A positive side note: all this time the price for the same computer model with the same specs was going down from what was listed in my order. I called Hypersonic twice and got them to drop my order price down to the new prices.

Anyways, the real trouble came when I noticed a small sort of washed-out, poorly lit spot in the lower left corner of my screen. The spot became gradually larger and darker, and the screen started flickering. So I called Hypersonic support, and after answering a few questions, I was told that they would send me a shipping label, and I could send in the laptop at my convenience to have the screen replaced. This isn't a misunderstanding, the support guy actually said "We'll replace it." He also said it usually takes less than a week.

So I eventually sent in my computer, which they kept for over 2 weeks. I had to call and bother them a couple times to find out when I'd get it back. The first time I got no useful information, and the second I found out it was in the box and ready to ship out again. They sent it overnight, which was nice.

What would have been nicer is if they had FIXED THE PROBLEM. The screen has clearly not been replaced. I am sitting here and staring at the same dying backlight that will eventually kill my screen completely and wondering how I'm going to get jerked around this time and how long I'll be without this computer that I need for both school and work.

Like a previous reviewer said, if you buy Hypersonic, count on not having your computer for frequent and long periods of time."

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1/5

posted Feb-01-2006

"I purchased a GX7 from hypersonic. It was not delivered to me on time but when I asked why I was informed that they had found a problem with the speakers and were replacing one. This made me happy I went with hypersonic because they were showing attention to detail.

When I did receive my laptop within 20 minutes I found that the network card didn't work and they had installed a standard 3ghz processor when I had paid for a 3ghz extreme edition! There was an $800 dollar gap bewteen the two at the time. Had I not checked this or not known how, hypersonic would have $800 of my money for no reason.

I sent it back in after just receiveing it to have the mother board replaced to correct the NIC issue and the correct processor installed. Hypersonic included a gift in the form of a mouse valued at around $30 in am attempt to make up for sending me faulty and incorrect hardware.

Next the power brick died, which they replaced after that the LCD and converter for the LCD had to be replaced, then the power brick died again and at this point the laptop went out of warrenty. Shortly after the power brick died AGAIN! Which even after explaining to the sales person at hypersonic that there must be some problem because the last brick only lasted me 3 months, she simply asked if I wanted to buy another for $100 which I had no choice.

2 nights ago I booted it up, walked away for 15 minutes and then found that it was locked up. I shut it down and tried to turn it back on and the machine will not boot. The screen displays nothing, I tried booting with no battery, no hard drive, one memmory stick, then the other, then in different slots, nothing. Based on my readings from this same thing happening to others in forums, the motherboard is dead.

As I am a college student and spent most of my money allocated to my PC needs to purchase this laptop, I cannot afford to replace the expensive mother board (again). So my investment is now nothing but a $4000 paper weight. Even if I had the money it seems it would just be a matter of time before the mother board would need to be replaced again. (Note this laptop was always hooked up to surge protectors, dust cleaned monthly, and was transported in a hard Vanguard case.)

Based on the facts:

I have had nothing but problems with my hypersonic product since they day I recieived it.

Their advertised 72-hour burn-in process somehow missed the fact the the network card never worked to begin with and the correct processor was not even installed.

It was back in for service before I even got software installed on it.

It had to be sent back numerous times after that.

It is now dead and a waste of a large sum of money.

I can only say that I do not recommend anyone purchase product from this company.

Edit: In response to Hypersonic's comments. My point is, I do not have the money to repair this laptop again, I shouldn't have too. This is/was a top of the line peice of technology where one would expect quality parts for their dollar not have to pay again and again and again just to continue using it.

I am not saying you didn't honor your warrenty or support your product. I am saying that in my opinion other shoppers should not buy from you because I have had nothing but trouble and am now out of computer because I was under the impression that my laptop was well tested and while expensive it would serve me well for years to come. That simply was not the case.

I purchased a solution to my computing needs from your company because you advertised services such as burn-in period, this is a quote from your site "The burn-in process subjects the system to an extreme degree of stress by running multiple system intensive applications simultaneously for a 72-hour period. This process helps ensure that your system will work flawlessly out of the box and for years to come. In addition to the burn-in, every sub component of the system is individually tested for functionality and performance."

Almost every sentence in that advertisiment was not the case for the laptop you sold me."

This review was modified by Burncycle on February 03 2006 11:07:22 AM

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