Customer Service Review

I recently had a pleasant resolution to a customer support issue I was experiencing with an order I placed. Last week I submitted an order and soon realized the motherboard was not fully compatible to run 1600mhz RAM as I had intended. Over the course of several days (4-5 days) had placed 3 calls to the DigitalStorm phone number to try to get my order changed. Each time I reached a call-taker and they told me they would get in touch with a rep to give me a call back (once even saying everyone was out to lunch). This didn't happen, so I continued to call each day.

Today I called and after receiving an e-mail copy of some internal notes that were entered on my ticket, I decided to submit an online form because the notes that the call-taker entered were not exactly correct. I soon received an e-mail from Eric asking me to call him.

After some discussion with Eric, we were able to reconcile the situation quickly and configure a re-build with the correct motherboard. Because of the several days that had passed while I was trying to reach someone, the original order had gone through several build stages, but Eric did not charge me the re-build fee due to the difficulties I had reaching someone in the first place.

Although I had a difficult time dealing with the front-line call takers for several days (it seems like they might not have entered my phone calls into the ticketing system until the last day?), the customer service I got from DS was great once I was able to speak with them. I am looking forward to my new computer and have no doubt it will be a quite a workhorse.