Communication - Is the Key!

Awww... poor John Smith will have to wait even longer for his computer 

Anyway, that's great! It should really make a lot of people happy to have communication like this

LOL

Tyler, I like the idea of having a dedicated box for special customer requests and notes besides the general comments box.

Yup.  Got mine in my email today.  Stinking thing is still overheating.  I might have to by a refrig to keep mine in when it finally arrives.

Originally posted by thecomplex This is a good implementation. My only problem when I was getting my system was what I felt was, at times, a totally inappropriate lack of communication about delays, issues come across during build or burn-in, etc. This should make the customer experience a great deal better. For customers receiving more than one of these emails though, you may want to look at drafting a second or third time template. For instance, John Smith gets that email, but then his build encounters a bad ram issue and you are testing sticks. The full text, repeated, with just the problem encountered changed may create a bit of frustration due to the impersonal nature of receiving a second letter, which he will realize is obviously a form letter. By creating "1st problem" "2nd problem" "3rd problem", etc. templates you can keep John Smith's perception of the emails he's receiving positive. Chris

I have recieved atleast 2 emails concerning my new rig. First it was a motherboard issue,then a video card issue. I ordered my rig on 11/8 and I still haven't recieved the email stating it is going to be shipped. I contacted customer support on 11/30 to see what the delay was and they said it finally passed all the tests and it was going to be shipped on friday. No email stating it was being shipped and it was supposed to arrive on monday 12/3. Low and behold DSO phone is down.

Alex,

There is a market wide shortage on 8800 ULTRA cards (check retailers). We have a few comming in soon. PGS8113, your name is on them.

Edited by Alex - 04 Dec 2007 at 6:20pm

Did you guys get in the 8800 ultras yet? 

Originally posted by CougarX6 I just submitted my order a few days ago... and I've never gotten any email contacts.  I got a phone message saying my order was in Stage 1... but no emails.  Even when I saved a configuration and it says the number would be emailed to me etc.... I never got a thing.  I know I put my email address in correctly.  Just wondered!

What email client do you use? I know we have a conflict with the AOL spam filter. Give us a call and let us know you aren't receiving emails so we can work it out. We can try sending them through outlook, which has worked for our AOL using customers in the past.

I'm starting to think alot of parts are on backorder or they're just that busy right now.

can't you hit up the local best buy for a 8800 ultra, i'll pay extra costs

My order went out a few days ago! woot, but DS made a mistake.. it was shipped ground instead of 2-day air like I paid for.   This shouldn't happen, I still don't understand how it did, but it's all good. 

I've been in stage 2 since Nov. 24 with no updates.  My confidence in a DS rig hasn't changed but my customer experience expectation has.  I called yesterday for my 1st update and was told that the pc failed 3DMarks testing because of a bad video card.  The demand on the cards has also affected the wait time.

Well put and so true EdH63!  I also wanted my system yesterday, but the wait was well worth it. 

This will come off as me being rude but if you tend not to keep your customers up to date what was the point of this thread and the supposed new update? I called tonight about my order and I was told I was in Stage 2 even though I never received an update, and the customer service page says stage 1, which still leaves me in the dark.

I do understand it's a complex business that has a lot of things that could go wrong and a lot of things that do go wrong. But the customers you're serving are making an investment in these machines, and in essence the company.

Personally I saved for over a year for my rig, and when the time came I went with DSO instead of any other company because of all the positive reviews and the apparent amount of care you guys give to the rigs and customers. And after the experience I had last time, after having to send my rig back because of a personal financial situation I knew I was coming back. Hell I even recommended one of my friends to drop $2k on a rig when for the last few months he's said he's done with gaming.

To just be frank, it's not about how long it's going to take to receive the rig, or how long it's taking to be built and tested. Just being informed keeps most customers feeling comfortable that they paid up front for a PC that won't receive for a few weeks.