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posted Nov-28-2005 “We're not sure what happened here and we're very sorry that you had a hard time. Obviously, you came to us because you had a bad experience with Alienware or heard stories about how they treat customers. We certainly don't want to be a company that brings back those painful memories to you.
Ironically, after looking over your order it looks "just fine" (same as what you got in the email reply from us...sorry). Your order was shipped out 10 business days after your payment cleared with PayPal. It took several days for PayPal to process your payment as clear. Because we get hundreds of fraudulent orders, we only process an order once we are certain that payment is valid.
Something else that makes your case difficult is we are shipping to an military "APO" address overseas. Because the delivery is to your APO address, the US Postal Service will not give us a tracking number due to security concerns. This leaves us without the ability to show you that it has shipped even though it has. Add to that, the military generally takes about 2 weeks to get the product to you. The end result is generally a soldier wondering whether or not their order was actually shipped...but usually ends up in a very happy solider when the product arrives. So, we're hoping you'll be happy when you get your laptop. If there's anything we can do for you until then just let us know. WidowPC was founded by veterans and we like to take care of our troops overseas. This is why we're the only gaming computer company to offer a military discount.
There's nothing we can do about the slow military APO system and there is no other shipping method available to war zones. You'll be happy to know that we do insure your laptop when we ship it out *at our expense* to make sure that you get it in one peice. Interestingly enough, we've actually had a laptop blown up when a truck carrying mail to soldiers was hit with an RPG. Because it was insured we were able to replace it for the customer at no charge.
Thanks for protecting us from the bad guys. We're here for you if you need us.
Sempre Fidelus,
WidowPC Pit Crew”
posted Feb-03-2006 “We have replaced the customer's system with a new system and it is working perfectly.”
posted Oct-06-2006 “We have offered to repair the PC for this customer several times. She is not willing to allow the computer to be shipped back to us. For the
problems she is describing we need to have the system in our labs to diagnose and repair it. We have spoken with the customer several times and she will not allow us to ship it to our labs.
Imagine calling the doctor about symptoms you are experiencing and refusing to schedule an appointment with him for diagnosis and treatment. We care all our customers and for the custom system we created for her. However, the customer isn't giving us any method to help her at this point.
Because she refused to let us help her, having her talk with Thermaltake is the only other method she might find relief from her problems. We work
diligently to assist customers with older case designs, often providing upgrades at our parts cost, but our technicians cannot provide detailed
physical support on a system they aren't able to put their hands on.
In case the customer reads this reply, we'd like to let her know that our offer to repair the system still stands. We're happy to fix the system. We just need you to agree to allow it to leave your home. If you use the system in it's current state you are likely to experience a total system lock up when the CPU overheats. So the system will be unuseable at some point in the future anyway. So, we'd appreciate it if you would allow us to fix the system.
Best regards,
WidowPC Technical Staff
EDIT after customer's response:
We contacted the customer on 25 August and 28 August regarding this issue. Each time we informed her that she would have to either contact Thermaltake or send it in. There is simply nothing else we can do, as we cannot diagnose this particular issue over the phone. The system weighs 50lbs and the shipping dimensions are 26x36x18; using UPS's calculator one can determine that the cost of shipment would be roughly $80 using UPS Ground. Expedited shipping certainly would cost more. We understand customers would prefer a more convienent solution, but it is clearly stated in our warranty that this is the only method of repair we are able to offer. We often come up with more creative solutions to avoid forcing the customer to be away from their system for any period of time, but in this case it was not possible.
Finally, our CEO called the customer on 4 October to discuss what we might be able to do to come to some satisfactory agreement with this customer. He left a message asking to return his call, and continues to hope to hear from the customer so that this issue can be resolved.”
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![Share](javascript:share_rating({"review_body":"An update: I received the machine and I highly suggest that anyone that orders from them check to make sure you get what you paid for. I did not and am currently waiting for a call tag to return the machine. All I can say is buyer beware.<br><br>I have to say so far I am greatly disappointed in Widowpc. I place an order online on 8\/25\/2007 and got the automatic reply thank you for your order. Since it was the weekend, I waited until Monday to email them to make sure there was no problem and they received my order. There was no response to the email. So, I called them a few days later and was told yes everything is good, it is going into production. The day before yesterday I sent them another email asking and estimated ship date and to be sent an email with a tracking number at shipping so that I could make sure someone was home. Again no response. So, I called them yesterday to find out what is going on. The person who answered the phone didn\u0027t know the status of my order and said he would check and call me back. Guess what, he didnt call me back. So, I call again today, talked to the same person and again he didn\u0027t know that status of my order and said he would call me back. I told him I hope he meant it this time. A few hours later a different person calls me back, I forget his name but I guess it the person in charge. He told me my order never went into production, they had lost an employee and my order was never processed (of course the payment for the computer was processed no problem right away). I asked how long before the computer would ship if it went into production now in order to determine if I still wanted it or not, or just a refund of my money. He said he would find out and call me back, and guess what, here it is 3 hours later and no return phone call. Plus, when I call now, I get a recording saying we are busy, you are important leave a message and we will get back to you. At this point, I am fed up with them and don\u0027t how they can say they have superior customer service.","link":"http:\/\/www.resellerratings.com\/store\/WidowPC\/comment\/333839#comment333839","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/WidowPC.jpg","store_name":"WidowPC","username":"Catylyn","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I would just like to say at this point I\u0027m not happy with how things are going. I ordered my laptop on Nov. 1st and I first e-mailed WidowPC on the 3rd or 4th to see how things were going and make sure there were no problems. They e-mailed me back saying everything was great and it would ship out in a couple of days. Waiting...waiting...waiting. It gets to be Nov. 17th and I e-mailed them again and asked them the same question. Did everything go alright and did it ship out fine? I received and e-mail back stating that things were going fine and that it looks like it will ship out tomorrow (The 18th). At this point I\u0027m mad and unsure of whether or not I can trust WidowPC. They said everything was fine in each e-mail, but yet it\u0027s now the 21st of Nov. and it\u0027s still not here yet. When I received their last e-mail I sent them another e-mail at how upset I was and asked what was taking so long and of course, I received no response. Going through this I can\u0027t help, but be reminded of all the Alienware horror stories I have read.","link":"http:\/\/www.resellerratings.com\/store\/WidowPC\/comment\/230574#comment230574","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/WidowPC.jpg","store_name":"WidowPC","username":"TheEnDxxx","rating":"2"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"02\/03\/06 EDIT: I got my new computer 2 days ago on February 1st. All I can say is that I am elated. This machine is perfect, and all I had ever hoped for in a high performance PC. Its super fast, super quiet, and when I run my games, its like I am seeing them for the first time. The graphics, sound and smoothness of play is totally night and day from what I\u0027ve been used to experiencing.<br><br>Furthermore, hats off to WidowPC and their truly outrageous customer service. When everything goes smoothly, its easy for a company to claim they have great customer service; but when things go wrong, thats when a company truly shows you what its all about. WidowPC treated me like a top, top priority, in communication and action, and really bent over backwards to make me happy.<br><br>When I was PC shopping a few months ago, I read all the reviews about WidowPC and thought to myself, \u0022wow, this company sounds too good to be true.\u0022 I know I had a rocky start with WidowPC when I first got my computer, but that mishap really just gave them the opportunity to shine. I\u0027d like to thank Joshua and the whole crew at WidowPC, for really showing me what outstanding, outrageous customer service is all about, and for not just making me happy, but for making me thrilled.<br><br>01\/12\/06 EDIT: I got my computer and it was still not working. I called Widow PC and Joshua spent literally hours with me going over all the possible causes for the problems. Despite all our efforts, we could not get it working. Joshua has readily agreed to build me a new computer from scratch and take this one back. <br><br>Joshua took my complaints very seriously and worked with me for hours, at night no less. I am very appreciative of this truly positively outrageous customer service and look forward to getting the new computer. I will report back here on how that goes... to be continued ...<br><br>01\/04\/06 Original Post: WidowPC seems to have very good ratings, and they came highly recommended to me by a friend, but so far I have experienced nothing but disappointment.<br><br>My computer was ordered and paid for on November 30th and it arrived on December 23rd, a little longer than the 10 days in which it was promised, but that didn\u0027t seem too bad since it was the holidays. Even so, you\u0027d think they would let customers know that they are backed up instead of over promising and under delivering.<br><br>And as far as I am concerned \u0022Over Promising and Under Delivering\u0022 should be their company motto, not \u0022Outrageous Customer Service\u0022 as they proclaim.<br><br>When my girlfriend called to inquire about the late delivery on the order, they were very nice on the phone and promised that they\u0027d make it up to us and throw in some t-shirts and cool games for the hard drive, and that we would be totally delighted when the computer arrived. Fair enough.<br><br>When the computer arrived, however, not only were there no t-shirts, but we would never know if there were any games on the hard drive because all it did when I turned it on was beep and say \u0022system failed: memory test.\u0022<br><br>Several calls to tech support had me opening the case and trying the RAM in different slots, removing brackets and screws, unplugging the power source, unplugging the network and video cards... all through several frustrating days and to no avail. I also noticed when I was inside the machine that there were the two default video cards that come with the base model, not the top of the line upgrade card for which I paid $390 extra.<br><br>I had to continually call them throughout this process, and on every call they promised me that they would figure out what was wrong. Every time I mentioned that the machine had the wrong video card, they had no comment.<br><br>Finally, my girlfriend called them and demanded that they take this machine back and make it right. They issued a call tag that same day, and UPS tracking confirmed WidowPC received it on December 30th at 9:55 A.M.<br><br>My girlfriend made a follow-up call on the morning of January 3rd and they told her they had to look into it, and she was promised a call back on that same day. They still have not called back, which is what I have come to expect from them since they almost never respond to voicemails, e-mails and particularly to promises.<br><br>WidowPC is very nice to deal with on the phone, they are extremely polite and very knowledgeable. They do seem to promise an awful lot though, and make good on very little.<br><br>As of today on the eve of January 4th, they have had my $4700 for over a month now, and I still have no computer and no ETA. At this point, I certainly don\u0027t expect outrageous customer service from them, but a little would be nice.<br><br>When this situation gets resolved, I will post here one way or the other. I\u0027m hoping for a happy ending - that is all that I\u0027d like.","link":"http:\/\/www.resellerratings.com\/store\/WidowPC\/comment\/238286#comment238286","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/WidowPC.jpg","store_name":"WidowPC","username":"JustinB101","rating":"5"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I ordered a Widow FX SLI in October of 2005. I did a LOT of research looking for a company that could supply me with the best\/fastest computer for gaming. I looked at and rejected many companies before I finally found Widow PC. <br><br>When I called their sales dept. I explained that I wasn\u0027t really all that familiar with hardware choices and they walked me through each and every step of the ordering process explaining what each item was in plain English so that I could make my decisions for a computer that was just what I wanted.<br><br>I\u0027ve had the computer for just about 3 months now and I LOVE it. First of all it\u0027s just the coolest looking thing ever and all my friends are \u0022pea green with envy\u0022 when they see it. <br><br>But the performance? In a word -- Amazing! I never lag anymore -- no slowdowns, even when hundreds of other characters are on the screen. I am a force to be reckoned with in pvp now too! Wheee! <br><br>With my other computer, a rogue could sneak up on me and the action on screen would be so choppy and laggy that I\u0027d be dead before I could turn around. Not so anymore.<br><br>Of course the down side is that I can no longer blame my computer if I lose the fight. <br><br>I highly recommend Widow PC to everyone -- except to the people on the Spirestone server in World of Warcraft who should buy some other brand of computer so I can keep winning in pvp. :)","link":"http:\/\/www.resellerratings.com\/store\/WidowPC\/comment\/243261#comment243261","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/WidowPC.jpg","store_name":"WidowPC","username":"Caliente","rating":"5"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I recently needed a laptop with alot of power because I create 3d graphics and poser was taking forever to render. I found widow pc and was able to customize a very powerful machine to fit my needs. It was absolutely great! Iam very happy. Iam also sending all my friends to widow pc. My hubby is a gamer and soooo jealous of my laptop. It runs faster than his Alienware desktop. Great Buy!!","link":"http:\/\/www.resellerratings.com\/store\/WidowPC\/comment\/172752#comment172752","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/WidowPC.jpg","store_name":"WidowPC","username":"skguyer","rating":"5"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"This has probably been one of THE most iritating and frustrating experience of my LIFE. First, I ordered the PC prior to the holidays and was promised a ship date before Christmas. Nope....didn\u0027t happen. THEN...I was told that the original gfx cards I had ordered...they didn\u0027t REALLY have in stock, although their website listed them as AVAILABLE. (These are TWO nVidia 7800 GTX 512 mb cards...VERY expensive at the time, because they were BRAND new). So finally, after MONTHS of waiting, the PC arrived and the XFi Platinum sound card I had ordered did NOT work except through the front ports of the computer. Sound did NOT come from the back connections at all. After HIRING a professional to come assess the situation, I find that they had put the sound card in the wrong PCI slot. So that had to be fixed. To fix that, the media card reader had to be disengaged to make room for the fact that they had oversold the number of drive bays and PCI slots that I had available. So presently, I can\u0027t even USE my firewire or media reader. When it finally came time to refill the liquid coolant, I could not get any help from TECH SUPPORT (I supposedly got 3 years tech support with my purchase...HAHAHA), because they now don\u0027t use the same tower as they used before, and the gentleman that built MY machine no longer works there. They referred me to Thermaltake for tech support. Well...I didn\u0027t pay Thermaltake 9000 dollars for the dang computer. But they referred me to THEM for support. So I go to remove the aqua bay flow regulator with the Thermaltake BigWater SE system and find that the screws had been completely stripped while they installed it, apparently, and I cannot get the drive bay OUT of the machine to refill it. It took about an hour to remove these stripped screws to get out the bay to refill it. I am only listing the things I remember right at THIS moment. The company asked me to give them a nice review on this site. After everything I have been through...I laugh at the THOUGHT of that. I would NEVER EVER AGAIN purchase a computer from WidowPC. If the opportunity ever arises for me to AFFORD another machine (unlikely since I paid as much as some new CARS cost for THIS one), I would certainly NOT purchase from WidowPC.<br><br>EDIT after response from WidowPC:<br><br>Well that is a lie. I contacted the store only ONCE regarding this problem, so they did not offer me the \u0022opportunity\u0022 to ship it back \u0022several times\u0022 as they say. Also, you ship back at YOUR expense. To ship a super tower the size and weight of this monster machine costs $250 US dollars! I\u0027m not made of money! I saved for many years to afford this machine. Now, I\u0027m quite sure that WidowPC would honor their promise to fix the most recent problem if I spent the money to ship this beast back to them, indeed. But if I had had to ship this back EVERY time I had had a problem like this, I\u0027d have spent an EXTRA thousand dollars on the machine by now. The heck with that. It was more convienient and cost effective for me to find a local computer company to fix it. As a matter of fact, they build computers very similar to this and they\u0027ve done a wonderful job each time fixing my issues with this machine. They are able to special order the same parts, etc. and they are a half a mile from my home. This has all taught me a lesson....you pay...BIG TIME...for a brand name or \u0022famous\u0022 name on your PC. I wanted a PC from WidowPC to show off. Boy did I get knocked down a notch. Next time I will go local, skip the \u0022fancy name\u0022 thing...and get a PC that can be cared for, pampered, and kept running right from my hometown. The liquid cooling issue is fixed now, thanks to this other company, and I didn\u0027t have to pay $250 dollars in shipping to get it done. I will add....WidowPC dow put together a machine made with AMAZING hardware. It is a BEAST of a machine when it\u0027s all running top notch. To give them the benefit of the doubt...perhaps I just had a run of bad luck with mine at first, because a lot of things had to be readjusted inside the case for it to all run right. AND....the gentleman that built mine no longer works there, for some reason. Hmmm. Anyway, it\u0027s a great machine....NOW.","link":"http:\/\/www.resellerratings.com\/store\/WidowPC\/comment\/274699#comment274699","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/WidowPC.jpg","store_name":"WidowPC","username":"Madylon","rating":"2"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"We ordered a new computer from this company and got much more than we expected. We told them what we wanted to use the computer for and what programs we used. This processor is much more powerful than our previous one. The salesman, Adam, was very knowledgable and helpful. We would order another one from them and have referred them to family members.","link":"http:\/\/www.resellerratings.com\/store\/WidowPC\/comment\/279378#comment279378","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/WidowPC.jpg","store_name":"WidowPC","username":"cantom","rating":"5"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I bought a computer for myself at WidowPC.com through their online ordering system. I found the ordering system simple to use and the depth of choices available in the hardware configuration was very refreshing.<br><br>Unfortunately or fortunately, I got the computer home and my wife liked it so much that I ended up having no choice but to give her the computer. I still have laptop envy whenever I see it on her desk. The computer I bought has a 17\u0022 screen that displays her photos flawlessly. Also, notable is how nice it looks at her desk just off the kitchen area of the house. <br><br>I can\u0027t remember what kind of issues we had with the initial order, but the WidowPC staff was extremely helpful and really seemed to care about it. It made me very comfortable with this company since, at the time of the problem, I knew it was going to be fixed by people who really cared about solving it for us.<br><br>I can\u0027t wait to order another computer FOR MYSELF from this company and highly recommend it to anyone who looks to this review site for validation. WidowPC has my stamp of approval.","link":"http:\/\/www.resellerratings.com\/store\/WidowPC\/comment\/235349#comment235349","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/WidowPC.jpg","store_name":"WidowPC","username":"wanderingrose","rating":"5"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"Had this computer for little over 2 months now and is running great. Plus the price if you compare it to say... Dell... The leading computer company in the world... I would of paid ALOT more for a laptop with the same specs, but from WidowPC I got exactly what I wanted for a good price. Also, I got my system withing a week and a half. Now I\u0027m not an expert but I\u0027m pretty sure that\u0027s fast in the gaming world. The thing I like the most is when my friends talk about how good their desktop computers are I can say that mine is just as good or, in most cases, better then their\u0027s and it\u0027s a laptop. I mean I play MMORPG\u0027s and can run multiple accts on my computer at once + ventrilo + my instant messengers + look stuff up on the net when I need it. I would recommend, and have recommended people to WidowPC anytime they want to buy a REAL gaming computer.","link":"http:\/\/www.resellerratings.com\/store\/WidowPC\/comment\/242938#comment242938","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/WidowPC.jpg","store_name":"WidowPC","username":"calljosh85","rating":"5"}, "single");){kind=link}
"Edit: 06-09-06
Computer arrived on June 5th 2006.
Has been nothing but trouble.
WidowPC customer support treated me wrong so far.
As of now I am in despair and am very upset at WidowPc and their "fanatical customer support" and "quality product"
I wish I could post my whole review, but since resellerratings does not allow more than 5120 characters to be posted, this what I have to due with.
However I am more than glad to e-mail to anyone my real review, which exceeds five pages. It is very detailed and explains all the problems, and treatment that I have been receiving in the 5 days since my computer arrived. Send me a PM, and I will glady e-mail them to you."