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Best technical support ever

Post Date: 2010-12-23
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GB72 View Drop Down
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Posts: 1 		  Quote GB72 Quote  Post ReplyReply bullet Topic: Best technical support ever
    Posted: 23 Dec 2010 at 3:55pm
 
Not sure what forum to post this in, so I'll stick it here... more of a review of DS technical support than a review of my new computer!
 
DS has the best technical support I have experienced at any tech company, period.
 
Any time tech support calls ME more than I call THEM, that tells you something. A lesser company would surely have waited for me to initiate contact through each step of the process, but Robert in tech support was relentless. Robert would make a suggestion and then keep calling me to check if I tried it out yet. The guy seriously wanted my computer to work perfectly, maybe more than I did!
 
The issue was ultimately that my new machine shipped with a bad SATA cable on the SSD drive. It would work fine after booting, but booting would take an extra 2-5 minutes (not what you would hope to get with an SSD). Weird problem. You would expect a cable to either work or not work, not something in between.
 
A lesser company would have made excuses about Windows just being slow, about 2 minutes really not being that long to wait, that I needed to be patient, blamed it on something I loaded on or connected to the computer, given me the "hey but after it boots it works fine, right?", etc. etc. Not these guys.
 
The last tech support call to find the root cause was hours long, but Robert never rushed it along, asked to call me back, or gave up and asked me to ship the machine back to them. The machine came with extra cables, so the eventual fix was easy.
 
I don't care about the bad cable at all, I'm actually a little glad I had this problem because I got the opportunity to try out their tech support. Now I know where I'll buy my computers going forward.
 
This is exactly the reason I didn't go with Cyberpower. I knew with Cyberpower if the computer was perfect, it would have been the cheapest possible PC. If something went wrong, I would be screwed. I previously owned a Cyberpower computer and their tech support is, shall we say, not good. I paid a little bit more than the cheapest price on the internet, but got great support in return.
 
Great job DS! Thanks Robert!
 
(Only minor constructive suggestion going forward is to maybe check boot time  during QA on SSD-equipped machines to see if its out of whack. Of course, my problem was so weird and random that maybe the probability of catching something is so small as to not be worth it.)
 
 
 
 
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maxyme View Drop Down
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Posts: 1514 		  Quote maxyme Quote  Post ReplyReply bullet Posted: 23 Dec 2010 at 4:04pm
maybe the cable went bad during shipping? idk but they probably would have caught it during qa but still its nice to know that because alex says they put so much time into making sure they have good tech support its good to know from another customer its really great :) enjoy your rig once its fixed!
Steam:pcmaster160
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DST4ME View Drop Down
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Posts: 36758 		  Quote DST4ME Quote  Post ReplyReply bullet Posted: 23 Dec 2010 at 4:04pm
One of many reasons why we love DS, Venom is another great tech they have

Nvidia Drivers----AMD Drivers
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justin.kerr View Drop Down
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Posts: 5084 		  Quote justin.kerr Quote  Post ReplyReply bullet Posted: 23 Dec 2010 at 8:45pm
Originally posted by DST4ME

One of many reasons why we love DS, Venom is another great tech they have
Ol gabbers is ok, Wink
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Alex View Drop Down
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Posts: 16314 		  Quote Alex Quote  Post ReplyReply bullet Posted: 23 Dec 2010 at 9:08pm
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dodgers2213 View Drop Down
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Posts: 65 		  Quote dodgers2213 Quote  Post ReplyReply bullet Posted: 23 Dec 2010 at 9:44pm
Originally posted by GB72

 
A lesser company would have made excuses about Windows just being slow, about 2 minutes really not being that long to wait, that I needed to be patient, blamed it on something I loaded on or connected to the computer, given me the "hey but after it boots it works fine, right?", etc. etc. Not these guys.
 

i'd raise bloody hell if some company tried to pull any of that crap listed above. lol
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DST4ME View Drop Down
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Posts: 36758 		  Quote DST4ME Quote  Post ReplyReply bullet Posted: 24 Dec 2010 at 1:34am
gabbers lol right I forgot already

Nvidia Drivers----AMD Drivers
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rholyrag View Drop Down
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Posts: 841 		  Quote rholyrag Quote  Post ReplyReply bullet Posted: 24 Dec 2010 at 4:01am
SmileAwesome
"What we do in life echoes in eternity" - Maximus from Gladiator
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CodeinePoptart View Drop Down
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Posts: 2 		  Quote CodeinePoptart Quote  Post ReplyReply bullet Posted: 31 Dec 2010 at 7:20pm
Definitely agree with what OP said about the service.
Straight out of the box my computer has been freezing up on me and stuttering.

I gave them a call and since then they have been trying to help me out.

Still haven't figured out what's wrong :[
If it's a permanent problem I might try to return it since we barely hooked it up like 5 or 6 days ago.
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Alex View Drop Down
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Posts: 16314 		  Quote Alex Quote  Post ReplyReply bullet Posted: 01 Jan 2011 at 4:21pm
@CodeinePoptart,

I'm sorry to hear about the issues you are having with your system. Almost 90% of the issues are due to shipping shocks and vibrations. Have you tried to re-seat your memory and video card(s) yet?

Nevertheless, we're here to help you get up and running. If your system still doesn't work, we'll be more than happy to cover shipping costs and have the system come back for us to look at as well.
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