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Rating 10/10

EDIT AND UPDATE, 12/6/2012: Their customer support has gotten back to me, about 3-4 days after the review with a quick question, and then nearly two weeks after answering that question. They have been shown a willingness to make amends for these mistakes. As I suspect in many other settings, they'd just as well as any other reseller, as demonstrated by the other reviews on this website. I've revised my ratings to reflect these recent efforts..

My story:
In late October, I began shopping for a new computer and after deciding upon a model and researching potential sellers, I finally ordered through GenTechPC. One primary concern for me is the choice of shipper. UPS is solid and reliable in our area and GenTechPC specifically Free UPS shipping. I intentionally avoided other sellers who were either ambiguous about their choice of shipper, or whom specifically listed Fed-Ex, a company with whom in the past we’ve experienced delivery problems. Unfortunately, GenTechPC choose to ship my computer via Fed-Ex. The package was characteristically mis-delivered, resulting in unnecessary distress in getting my computer. GenTech offered no sympathy for my plight with Fed-Ex nor did they acknowledge this choice of shipper as an error on their part.

The Fed-ex delivery cost me plenty of time, heartache, and frustration in discussing the matter with their representatives. I, therefore, asked Fed-ex if there was any compensation they could offer for my troubles, since the error was on their side. Their only pathway to compensation involved refunding the initial shipping costs to the original sender, and thus I’d require GenTech’s cooperation to resolve the situation with Fed-Ex. I explained this situation to GenTech, who took quite a bit of prodding to get any kind of action on their side. They then failed to update me on their progress for over two weeks.

I know that for some of the readers, this is not a major matter. Perhaps, Fed-ex is more reliable in your area. For us, this is not an isolated incident, and we try to avoid them where possible. I specifically and explicitly choose GenTech because of the advertisement to ship through UPS. You wouldn’t tolerate it if they decided to exchange one component in your order for another, especially one of inferior quality. A change in expected shipper is equally unacceptable as a business practice.

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