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First impression of support and system

Post Date: 2007-11-19
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knotslip View Drop Down
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Posts: 30 		  Quote knotslip Quote  Post ReplyReply bullet Topic: First impression of support and system
    Posted: 19 Nov 2007 at 8:15pm
Well, I received my new DS PC today and it was packaged nicely and securely.  The PC was in great condition and booted up and ran fine.  I haven't done much of anything on it yet - haven't even loaded a game, but it seems nice so far.  I'll follow up with performance and reliability stuff later.
 
Support - Unfortunately, my first go with support was pretty bad.  I called - it was near the end of the day about 10 minutes before they close - and was put on hold - 20 minutes later I hung up and called back only to get a recording telling me they were closed.  Not very good customer service.  I was calling to enquire about my CD's for Microsoft Office 2007 that I purchased with the PC...I had asked the sales sperson when I made my purchase if I would get the install disks for Office 2007 and was told I would.  I only got an empty CD case and no install disks.  Is this normal?  How do I re-install? 
 
I'm hoping this was not what I should come to expect in the future...In reading over the forum, most folks seem to be happy with their support.  I guess I will call tomorrow and see about my Office CDs - Had they told me that I would not get the CD's I would not have purchased Office through DS.  Maybe it was a mistake or maybe it was intentional to get me to purcahse the application.  Not sure.
 
Anyway, it is an impressive looking system and I'm hoping that it will perform well and reliably for me.
 
Later!
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Posts: 653 		  Quote Dog Lover Quote  Post ReplyReply bullet Posted: 19 Nov 2007 at 8:32pm

I did a lot of research on high end builders before I went with DSO.  I find a lot of great info on them.  Do they make mistakes? Sure, everyone does. But, do some web research on the “big” monster rig builders…. I have found some scary stuff.

 

All I know is this……. I have called them several times before and since I ordered my rig.  Every time I got a real builder, gamer type person on the phone that actually had answers to questions and not some canned answer / scripted like you get from every other Customer Service Rep’s that are probably in some call center no where near the build center.

 

I say, call them………. I think they want to resolve every issue with the customers best interest in mind.

 

Any way, that is the impression they have given me so far.

 
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Posts: 407 		  Quote Dashuu Quote  Post ReplyReply bullet Posted: 19 Nov 2007 at 9:41pm
I apologize for the hold time. That is not a normal thing here. Unfortunately, for most of the day, it was just me on the phones. So a few calls did go unanswered. To answer your question though. Microsoft does not include an install disc for any form of Office anymore. They instead include only a CD key and direct you to a website where you can get the install client. If you like, we can send you a CD with the install client on it. This is a common place issue with Microsoft. If one of our sales reps told you there would be a CD, he must have been new. We've been hiring new customer service reps recently and they are still learning. I assure you it is common place for there to be no office software CD. 
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Posts: 131 		  Quote gdhart Quote  Post ReplyReply bullet Posted: 19 Nov 2007 at 9:49pm

You will find inside the CD case the website to go to to order backup disks.  The charge, if I recall correctly, was around $9 for shipping and it takes about 1 1/2 weeks to get.  I recieved mine about 2 weeks ago.
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Posts: 30 		  Quote knotslip Quote  Post ReplyReply bullet Posted: 20 Nov 2007 at 8:31am

Thanks for the comments and thanks for the explanation Dashu.  I know you guys can get very busy and it does help that you are responsive to folks on this forum.  As for the Office CD's, I'll go to the website and see what I can do. 

I logged into Everquest II last night only for a few minutes but it looked awesome and ran great.  I even left the system on all night downloading game updates and it still launched the game in the morning wihtout any issues.  So far, I'm very happy. 
 
I'll report back later!  Thanks again for the replies.


Edited by knotslip - 20 Nov 2007 at 8:32am
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Posts: 1826 		  Quote EdH63 Quote  Post ReplyReply bullet Posted: 20 Nov 2007 at 8:58am
Originally posted by Dashuu

I apologize for the hold time. That is not a normal thing here. Unfortunately, for most of the day, it was just me on the phones. So a few calls did go unanswered. To answer your question though. Microsoft does not include an install disc for any form of Office anymore. They instead include only a CD key and direct you to a website where you can get the install client. If you like, we can send you a CD with the install client on it. This is a common place issue with Microsoft. If one of our sales reps told you there would be a CD, he must have been new. We've been hiring new customer service reps recently and they are still learning. I assure you it is common place for there to be no office software CD. 


It might serve you well to have scripts for standard questions.  This at at least can get your SOP in a format that stays consistent with all your techs on the line.
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Posts: 96 		  Quote Cr8ton Quote  Post ReplyReply bullet Posted: 20 Nov 2007 at 12:50pm
I'm glad to hear that was your only issue so far. I just ordered my pc 4 days ago. I got great customer service even if I had to wait on hold for alittle bit of time. It's worth it in my opinion because Dave was extremly helpful in assisting me in getting my pc built for top-notch gaming performance. I seriously am thankful for choosing DS and I didn't even do much research so I just lucked out.
 
Now I just gotta wait! lol probably the hardest part! but I feel rest assured i've got a great team working on my pc and look forward to recieving it and probably buying another system from DS in a few years. Keep us updated on how the systems running! Later


Edited by Cr8ton - 20 Nov 2007 at 12:58pm
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Dog Lover View Drop Down
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Posts: 653 		  Quote Dog Lover Quote  Post ReplyReply bullet Posted: 20 Nov 2007 at 2:00pm
Welcome, Cr8ton.... Now you are in the waiting game with the rest of us!!!  I ordered on the 6 th.  I am dying over here! I come here to either hang out with others that are waiting.....or... to torture myself and hear how great others systems are!
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Posts: 96 		  Quote Cr8ton Quote  Post ReplyReply bullet Posted: 20 Nov 2007 at 2:22pm

Thanks, haha I'm sure yours will be there before too long. I'm hoping to see mine around the beggining of December. Gah this is the first Christmas in a while where I will feel the anticipation of a 5 yr old opening his biggest Christmas gift! lol can't wait!

Yeah this looks like a nice community with alot of good info. I look forward to getting to know everyone and let me know when your system gets in, i'm eager to hear how it runs everything you intended it to =]
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Posts: 653 		  Quote Dog Lover Quote  Post ReplyReply bullet Posted: 20 Nov 2007 at 2:32pm
Your are right in the excitement catagory.  Last time I felt like this was probably when I bought back a 64 1/2 Mustang from an old guy that my Grandmother sold it too after my Grandfather died in 1987.  I got her back 5 years ago and and had to wait a week while it was shipped by enclosed trailer from Vermont to Florida!!!!
 
I was pulling my hair out for that whole week waiting on it to get to me.... in one piece.  It did.
 
Wish I could have that same company deliver my system when it is finally ready.  I am terrified UPS will use mine as a doorstop, wheel chalk or a football.
 
I just talked to DSO on the phone yesterday as I had not heard from them since the 12 when they said it was going to stage 2.  Apparently it failed in benchmarking / testing so they were trying to figure it out. 
 
More delay, Damit! This is killing me!  I am about ready to drive the 3000 miles out there, get a hotel, wait for it to be done and then drive it back to Florida myself! 
 
I am losing it, aint I?
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Cr8ton View Drop Down
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Posts: 96 		  Quote Cr8ton Quote  Post ReplyReply bullet Posted: 20 Nov 2007 at 4:05pm

haha man I have the same feelings, I'm hoping that DS knows how to ship it with EXTRA padding so that it will compensate for the poor UPS handling. Hopefully they do pay attention to the FRAGILE labels.

You arent losing it, its too far for me to consider bc im in Georgia but I wish I was closer so I could go get it myself.  It's all in DS's hands until its shipped then it's all in God's hands =] lol pray for me and i'll do the same for you ;)
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Posts: 16314 		  Quote Alex Quote  Post ReplyReply bullet Posted: 20 Nov 2007 at 4:12pm
Our phone staff has just multiplied. We had a few people with days where they called sick, etc...
 
Now it's all ironed out. No more long waits, voicemails, etc. We are now back on track.
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Cr8ton View Drop Down
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Posts: 96 		  Quote Cr8ton Quote  Post ReplyReply bullet Posted: 20 Nov 2007 at 4:18pm
sounds good, yeh I noticed I seemed to get the same rep everytime I got through, I respect his ability to cover while ppl were out sick.. Nice job Dave Clap
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Posts: 125 		  Quote OlBull Quote  Post ReplyReply bullet Posted: 21 Nov 2007 at 1:01pm
Dog Lover, I'm in the same boat as you, and can't wait for my puter.  Received 2 notices it was in stage 2...............don't know what that means, but I figure DS will do what's required to make my system right.  I have waited over 5 years for a new system, so I'll just wait till mine gets completed.  Chomping at the bit!!!  But I'm sure the wait will be worth it............providing I don't tear out the few remaining hairs I have left.
 
All the DS folks have been outstanding, so I trust them.  Figure with the Holidays and staff issues, I'll get it when I get it.  I just want to to be right.
 
Super Dave
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Posts: 96 		  Quote Cr8ton Quote  Post ReplyReply bullet Posted: 21 Nov 2007 at 1:21pm
I hear ya man, patience is a virtue, and my patience won't grow thin if I know it's all to keep the customer satisfaction at a 100%. Anticipation is building day by day though.. if I knew the exact day it'd get to my house i'd probably call in sick to work and just wait..and wait...and then wait some more until it finally showed up and then when i opened the door id throw the confetti up in the air and then tip the fed-ex guy for not dropping the masterpiece :)
 
Haha I wish you all the best of luck in recieving your system and hope it runs flawlessly for you... Once I get mine im'a game up with some COD 4 if anyone else is down, lemme know :P


Edited by Cr8ton - 21 Nov 2007 at 1:22pm
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Posts: 653 		  Quote Dog Lover Quote  Post ReplyReply bullet Posted: 21 Nov 2007 at 1:42pm

I am at day 16..... Business day 11....... and I am no closer than I was at day one.  Apparently NOW, as advised via a telephone message I got last night, my system is over heating and now I need to add cooling, which I just authorized over the phone.

But, I sure hope its not going to take another 16 days to get it finished.  Plus, a week for shipping.  That will put me past my threshold of wait time.
 
I have an email in to Alex and to Customer Service to see if anyone can give me any actual time frames now... the sales rep I had on the phone must be new as he was nice and polite... But, very short on any answers.
 
I am going out of state for a couple weeks in the middle of December.  If I do not get it well before that... they may have to just keep it as I am not waiting until January.
 
Not too pleased.
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Posts: 125 		  Quote OlBull Quote  Post ReplyReply bullet Posted: 21 Nov 2007 at 1:53pm
Dog Lover, I ordered mine the same day as you, and I know how you feel.  However, compaired to this old relic I'm using right now, if my new sustem gets here prior to the first of 08, I'll still be a happy man!!!
 
Hang in there man, it will be worth the wait.  That's what I'm telling myself.  =)  Plus "she who let's me live with her" will cut off very importent parts of my anatomy if I bug the DS folks!  Gotta lover her!!!
 
Super Dave
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Posts: 653 		  Quote Dog Lover Quote  Post ReplyReply bullet Posted: 21 Nov 2007 at 2:12pm
I am just a little miffed that during all the conversations I had with them before I bought it they assured me my set up was fine.  Now, 16 days later I have to fork out over 300 bucks to get MORE cooling.... Why didn't they know that before?  Or, at least maybe a week ago?  And the rep I spoke with tells me that I need a new and bigger case OR cooling....Which is it?  So now that I have authorized to be charged for cooling.... Will I find out in a week or two that I need a bigger case, too?
 
For what I am into this for now, I can't turn back.... Just wish there was more communication.  For this kind of money, for a TOY, basiclly, they should be calling me or emailing me every couple days with informative updates.
 
Just a bit frustrated. I want this system, as we all do.  But when they give you a build time, they should stick to it or pick up the phone and call you or something. I understand things come up.... But, communication is the key.
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  Quote OlBull Quote  Post ReplyReply bullet Posted: 21 Nov 2007 at 2:58pm
Dog Lover, I'm in your court 100%!  I too needed a larger case, as the Pro case I had originnaly ordered was marginal for what I ordered and it cost me extra.  However, I'm planning of using the base system and then upgrade in the future, and the new Ultra will accommodate upgrades.  So in retrospect, the new case was an A +.  I hope the cooling in the Ultra case will be sufficient, and if not, now is the time I want DS to tell me about it.  I don't want to spend the extra $$$, however, I'll gladly do so now.........I fact, I'd welcome more cooling if needed.  I don't want to be on the edge cooling wise now and have issues later.
 
I agree with everything you say, however, we will have the latest and greatest systems, and a little time in the front end will be appreciated later down the line.  You and I will laugh at these posts when we're fragging all the folks out there that are now fraggin us now.  =)
 
My current system will NOT even run the present day demos!!  So I do know where your comming from.  I go crazy every day I don't get my new system, but when I do LOOK OUT!!!  lol 
 
Oh ya, I live in Alaska, and not only do I have to pay air to get it here, we have under 6 hrs. of daylight, and no "Killer Puter" to play with!!  A man can just shovel so much snow and clean up after the sled dogs, before his mind freezes.
 
Super Dave
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Posts: 350 		  Quote ed1371 Quote  Post ReplyReply bullet Posted: 21 Nov 2007 at 3:19pm
It isnt easy waiting guys. I know just what you are going through. It took a month to get my puter and it was really hard to wait. I even cancelled my order due to family emergency but called back 15 min later and retracted it after talking to the family.
 
I gotta tell you that it was WELL worth the wait. If I had gotten impatient and went with a faster route, I would have really regretted it.
 
Things happen when putting a puter together. Parts fail, some arent compatible, and some things are just not forseeable until you get it all together. I would much rather have a delay with my puter and they catch the problem beforehand...
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Posts: 31 		  Quote juggernaut Quote  Post ReplyReply bullet Posted: 26 Nov 2007 at 6:09pm
Hmmmm.
 
Things seem pretty sketchy again on the phone/email support side still.
 
I've had an email in since last Friday morning. I've called several times today, voice mail each time. My voice mail hasn't been returned yet.
 
Not quite ironed out? It *is* going to get ironed out, right?
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Posts: 501 		  Quote sundowner Quote  Post ReplyReply bullet Posted: 26 Nov 2007 at 9:18pm
It appears that the support side of things has been lacking as of late.
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Posts: 16314 		  Quote Alex Quote  Post ReplyReply bullet Posted: 26 Nov 2007 at 10:39pm
Our phones were off the hooks today, talk about being closed for four days. Also add the amount of calls from the Holiday shopping season. As I stated, the new staff is in.
 
Did your email get returned yet? What about the voicemail? Please private message me, I would like to look into this.
 
Originally posted by juggernaut

Hmmmm.
 
Things seem pretty sketchy again on the phone/email support side still.
 
I've had an email in since last Friday morning. I've called several times today, voice mail each time. My voice mail hasn't been returned yet.
 
Not quite ironed out? It *is* going to get ironed out, right?
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Posts: 407 		  Quote Dashuu Quote  Post ReplyReply bullet Posted: 26 Nov 2007 at 10:58pm
Gotta love the Cyber Monday crowd! If someone doesn't get a hold of you by noon tomorrow, shoot me an email ([email protected]) and I'll call you back personally.
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Posts: 501 		  Quote sundowner Quote  Post ReplyReply bullet Posted: 27 Nov 2007 at 12:57am
Originally posted by Alex

Our phones were off the hooks today, talk about being closed for four days. Also add the amount of calls from the Holiday shopping season. As I stated, the new staff is in.
 
Although that is understandable, I've been waiting on my issue to be resolved since before the holiday.
 
Hopefully it's now fixed and this person's will be as well.
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Posts: 16314 		  Quote Alex Quote  Post ReplyReply bullet Posted: 27 Nov 2007 at 1:57am
Here is something I would like to share:
 
We are always striving to be a better company, and I definitely understand what every one wants. We are not perfect, but, I want to express that perfection is our true goal. Failure is not a option here at this company.
 
That's why we want to make sure we:
 
- Build the best machines
- Provide the best customer service
- Provide the best technical support
 
The only way I can truly be happy is when our customers receive the perfect experience. We are definitely ahead of the competition in many areas already, but, we won't stop there, we are going to keep pushing ourselves.
 
We are going under growing pains, we are expanding, and communication tends to become an issue sometimes, but, I am now going to do my best to make sure I bridge this gap once and for all.


Edited by Alex - 27 Nov 2007 at 2:10am
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  Quote Palit Quote  Post ReplyReply bullet Posted: 27 Nov 2007 at 2:19am

Alex, it feels great to know the people behind Digital Storm really want to excel.

This is the same reason why I keep coming back to your company and recommending you to my clan buddies. No one is perfect, but, you to to try your best at it really does show.
 
Keep it up mate.
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Posts: 30 		  Quote knotslip Quote  Post ReplyReply bullet Posted: 28 Nov 2007 at 9:06am
Just an update, as I've had more time to play on my new DS system.  It is GREAT!  Well worth the wait.  The system is super clean and the wiring, etc. was done extremely well.  The Ultra case is huge but very nice. 
 
As for performance, I play EQII and i can play with everything cranked up to max with no issues or lag.  I'm seeing things in the game that I've never seen before because I had an old AGP graphics card that forced me to run the game on balanced settings.  So far, my DS PC is performing great.  No crashes, reboots or anything like that.  I've recommended DS to a couple friends who are looking to get new gaming rigs.  I hope to see DS keep up the good work and get any communication/tech support issues worked out going forward.   I hit a 3DMark05 score of 19825 running it on defaults and that's with Mcafee virus scan and Spysweeper running on my system.  System info : E6850 CPU, 8800Ultra, 4GB Extreme Perf Corsair RAM, 1GB RAID 0... 
 
Keep it up guys and keep cranking out these bada$$ machines!
 
Thanks.
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Posts: 30 		  Quote knotslip Quote  Post ReplyReply bullet Posted: 29 Nov 2007 at 8:09am
Spoke to soon, my PC failed last night...I'll start another thread with the details.
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