2/5

posted Jun-30-2010

I bought my first Hypersonic laptop, an Aviator CX5, back in March of 2005. Although I had a few hiccups in the buying process, I was nonetheless happy with the machine, which lasted me for four years with no major problems. I did have to send it back once because the graphics card went on the fritz, but the tech guys were extremely helpful, and they brought my system in for repair at no cost to me, with a very quick turnaround time. I had it back in my hands in a little over a week. Hypersonic made a very good product back then, and they stood behind it. That was when they were still based on Long Island. that was before OCZ bought them out (and subsequently shut them down).

I loved that machine; n fact, I am writing this review on that very same computer, because the 2nd computer I got from them, in July of last year, has given me nothing but trouble since I got it. It came with Windows Vista, and was unstable and had a battery problem. I upgraded to Windows 7 and the system behaved fine for a time, until the on-board sound started acting up. I e-mailed Hypersonic's tech support three separate times before I finally got a response, wherein the tech apologized for the confusion and told me that they were switching over to OCZ's tech support system, and directed me to it. After a few days going back and forth on the ticket and providing them with the same details over and over (as if I knew what specific part in my system wasn't working) on the ticket, I was able to get an RMA to send my system in. Not impressed, from the get-go, with OCZ's tech support. However, the RMA did not come with a shipping voucher; I had to pay out of my own pocket to send it in to get repaired, despite that it's still under warranty. So I sent it in at the beginning of June, and then didn't hear anything for three weeks. Today, I called, and the guy on the phone had to go find the tech that was working on my machine, but then I was told that it should be fixed and ready to ship back to me next Tuesday, the 6th of July. I sent in the machine nearly a month ago (and had to pay out of my own pocket to ship it to them, despite it being under warranty). I still haven't gotten it back. I called their RMA group and was told that my system will be on its way by next Tuesday. So, hopefully, after over a month, I will finally have my computer back in a few days.

So, basically, OCZ's tech support/RMA process is convoluted and a pain in the rear end, they take forever, and they don't keep you posted as to what's going on with the status of your repair ticket. In short, their customer service is absolutely horrendous.

OCZ ruined Hypersonic, and I don't think I ever want to buy from them again.

This review was modified by thehelmsman on June 30 2010 08:01:29 PM

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