If you are still waiting for your new Rig

Don't lose hope - it will come. Stage 7 feels so good. Many apologies for the saltiness.

Edited by NewCustomer - 27 Sep 2019 at 4:09pm

That time frame seems pretty normal at the present. They must be very overloaded.
I placed my order on 8/14/19 and I am still in Stage 6 as of 9/26/19, 30 business days to date.
I’m not in a big hurry, but some early feelings of impatience are starting to creep into the picture.

Today marks 30 days since my order was put in and "finalized" (aka "billed and paid"). I am in Stage 5, where I've been for more than two weeks now. I can say for sure that this poor customer service and lack of communication is the primary reason I will not be recommending Digital Storm to others or buying from them myself again.

What DS hasn't known is that I'm a journalist. I may be the first journalist to go through the order process without telling them and therefore the first one who didn't get expedited service as a result. My article won't have anything to do with the computer and everything to do with their lack of transparency, communication, and customer service.

Originally posted by AaronT Today marks 30 days since my order was put in and "finalized" (aka "billed and paid"). I am in Stage 5, where I've been for more than two weeks now. I can say for sure that this poor customer service and lack of communication is the primary reason I will not be recommending Digital Storm to others or buying from them myself again. What DS hasn't known is that I'm a journalist. I may be the first journalist to go through the order process without telling them and therefore the first one who didn't get expedited service as a result. My article won't have anything to do with the computer and everything to do with their lack of transparency, communication, and customer service.

Then, again, without referring to the fact that you're a journalist, you should contact Alex and see just what kind of customer service he provides each and every 'regular joe'. If you don't get the full story, you don't have any story.... right?

Give him a chance to show you why the rest of us, even with bad rolls of the dice with components and shipping, keep coming back time and time again.

Originally posted by AaronT Today marks 30 days since my order was put in and "finalized" (aka "billed and paid"). I am in Stage 5, where I've been for more than two weeks now. I can say for sure that this poor customer service and lack of communication is the primary reason I will not be recommending Digital Storm to others or buying from them myself again. What DS hasn't known is that I'm a journalist. I may be the first journalist to go through the order process without telling them and therefore the first one who didn't get expedited service as a result. My article won't have anything to do with the computer and everything to do with their lack of transparency, communication, and customer service.

Hit piece...got ya...   

As soon as your own personal ego got involved, you lost any hope of portraying fairness on the subject.     Won’t matter now if this is the best computer ever made, because now you are gonna show them they didn’t know how important you were.....

The reason most of us are here on this forum is because we are all customers of DS who want to use our experience to help out other customers to get the best PC build they can.     Many of us saw delays in production of our own DS rigs.    It happens for many valid reasons, none making those waiting very happy either.    The point is that in our Amazon 2 day shipping retail culture of impatience today, a PC builder like DS making high end products by hand in the USA and submitting them to rather rigorous stress testing before shipping is an anachronism to some people.     This isn’t crap made 2 yrs ago sitting in a box on a shelf after bouncing around between warehouses.     I’m sure there are areas of the business they can and should improve upon, but building the very best high end computers is what they do quite well.     If the product you are buying turns out to be worth the wait, then perhaps the delays in production can & should be forgiven.     

I have purchased and operate 4 DS rigs since 2011...including a 2019 Lumos, all still in use 24/7 and have never failed to impress.    DS quality, durability and value is why we are all still here to help people get the best rig they can.

Are you unaware stage five is the most crucial stress-testing? You certainly SHOULD know this.

I guess where you're coming from, they should have ignored any issues your rig was having and rushed it out the door because...transparency. Or is that customer service?

I've now had three DS computers built and shipped since 2010. They all functioned perfectly out of the box, work fine still, and two of them I never even turn off unless they will be down for more than a day. They all passed stress-testing you see. But you're right I guess, that's not the real story here. Product, quality, attention to getting it right the first time is no where near as important as what day you get it.

As stated elsewhere, try [email protected] to see what communication and customer service actually may
exist before you just assume it's lacking.

Originally posted by Cretae Are you unaware stage five is the most crucial stress-testing? You certainly SHOULD know this. I guess where you're coming from, they should have ignored any issues your rig was having and rushed it out the door because...transparency. Or is that customer service? I've now had three DS computers built and shipped since 2010. They all functioned perfectly out of the box, work fine still, and two of them I never even turn off unless they will be down for more than a day. They all passed stress-testing you see. But you're right I guess, that's not the real story here. Product, quality, attention to getting it right the first time is no where near as important as what day you get it. As stated elsewhere, try [email protected] to see what communication and customer service actually may exist before you just assume it's lacking.

HOW ABOUT AN EMAIL STATING WHAT WAS GOING ON? Ya, that might take too much time.

Heck, how about a RESPONSE to an email inquiry? I didn't even get that.

And you miss the entire point. I shouldn't have to come ot the forums to complain in order to get a direct customer service email to inquire. It should happen WHEN I USE THEIR ON-SITE FORMS AND EMAIL ADDRESSES. Not some mythical "Oh, this is the go-to guy" insider b.s. learned from a forum entry.

In another thread, I asked if you had contacted them yet...

Originally posted by AaronT Originally posted by Snaike Have you tried contacting them? More than once. I either get boilerplate responses or nothing at all. ..... I would have considered off the shelf too, as I did with the notebook that replaced that CP box. But I've found myself doing video processing and that requires more than my portable is really capable of, long-term. Off-shelf systems aren't really set up for what I need.

Apparently you haven't decided it would be worth your time to contact the Customer Services Manager to get your questions answered. That's one point against you.

You said, in the other thread, that you went to another company who had the machine in stock, but now the "Off-shelf systems aren't really set up for what I need" so you order from a builder.... and then get irritated when they are building it and testing it. That's two points.

You also know, because you proven that you read the forums, that this is one of the busiest times of the year but you want your machine first because you're special / entitled. That's three.

Customers and fans of the site who hang around the forums to try to help new customers of the site (because waiting sucks) try to help you with your perspective on the new arrival only to be met with responses bordering on snarky and sarcastic. That's four.

Knowing they are extremely busy, and knowing that they are testing and building each system to the best of their ability (supposedly), you are irritated that they don't give you special attention by contacting you at every opportunity to tell you what's what with your build. That's five.

My favorite part is the coup de grâce "I am a journalist and will write of my experiences with a computer builder that will be about the lack of communication and not the machine." (paraphrase) This lands right in the "Don't you know who I am?!" wheelhouse and is just cringe worthy in today's society. In today's society everyone is a journalist, an influencer, a reviewer, a social presence, etc. To try to bring your position to bear as a "Freelancer" is almost comical. But, you'll write your story as that is what you do. Will anyone of value read it? That's a question that can't be answered.

At this point in time, AaronT you might as well call Digital Storm and ask them to cancel your order and issue a full refund. You're not going to be happy no matter the outcome. You might as well go to the other company you mentioned to get one of their "Off the shelf" systems that don't do what you need it to do, but they can get it to you in a week, because that is what you're asking DS to do.

Just my 4¢. (Prices double for "influencers".)

I'm not saying that he's right. I just wish the website would reflect actual wait times. It'll be 20 business days on for my order on Monday the 30th. I have not even budged off of stage 2 since 3 days in.

Originally posted by Branseph I'm not saying that he's right. I just wish the website would reflect actual wait times. It'll be 20 business days on for my order on Monday the 30th. I have not even budged off of stage 2 since 3 days in.

Best not be seen as being on my side. It's like being a Democrat in Texas. You'll never live it down.

Just chiming in to say we're listening and sorry for the delays. We've been working long and hard (7 days a week with some of our staff) and we're trying our best to ship orders as quickly as possible.

We are moving to a new larger facility (2x the size) in the next 1.5 months to be ready for the holiday season. This will ensure backlogs like this are no longer a problem for our customers.

I promise these type of delays will stop soon. You have my word. We don't want our customers to wait either, it''s not good for anyone.

Also, the team would love to provide more updates if possible, but with hundreds of systems and all of them have unique situations usually, it would cause us to use all of our resources with giving updates versus shipping product. However, we will work on trying to automate this as well.

I suppose the biggest hurdle is that we want to remain a speicalized company, but we don't want to become a boring big box company like Dell. That will never change, we will remain who we are and always work on getting better and faster.

Yes, we’re moving again to maintain our growth. We’ll share photos and a tour once we’re done.

North? Closer to me?!??!    

Originally posted by HockeyBuck While I’m pleased to hear my fav pc builder DS is having such retail success and growth......I am absolutely amazed DS would move again during the holiday season build up.... last year it was done in August....this time moving in November?   That’s just crazy....timing could not possibly be worse in my humble opinion! The last pre-holiday 2018 DS move to Morgan Hill was a major reason in and of itself for holiday build delays from last year well into 2019...my own Lumos included.    While it may signal huge sales growth yet again at DS, this move does not bode well for the 2019 holiday ordering season ahead.