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Is this normal?

Post Date: 2018-11-02

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batzilla View Drop Down
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  Quote batzilla Quote  Post ReplyReply bullet Topic: Is this normal?
    Posted: 02 Nov 2018 at 12:26pm
I ordered a Vanquish 7 Lvl 4 on Oct 12 and its been in Phase 2 for like a week now.

Just wondering how long these prebuilt (?) takes to ship

Thanks for any help!

Im just sooooo ready to have it!
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  Quote Superbman35 Quote  Post ReplyReply bullet Posted: 02 Nov 2018 at 12:39pm
Today is day 7 since I ordered my Lumos custom build and I haven’t had an update past stage 1. I’m really trying to be patient, but obviously I want this bad boy to keep moving along. From other post that I have read it seems like DS is moving a little slow these last couple of weeks. So, in the end, I would say that slower than normal build times seem normal right now.
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  Quote Demonsbite Quote  Post ReplyReply bullet Posted: 02 Nov 2018 at 1:00pm
I ordered on the 9th I hit phase 3 on 30th for example
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  Quote Tidgxor Quote  Post ReplyReply bullet Posted: 02 Nov 2018 at 3:00pm
Given DS's recent move between facilities, I don't think your timeline is anything to be too concerned over. As always, feel free to contact DS directly if you want a more specific update - but from one customer to another I don't see anything too outlandish in those dates. Strong
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  Quote batzilla Quote  Post ReplyReply bullet Posted: 03 Nov 2018 at 11:23am
Thanks everyone. I was under the impression that the Vanquish 7's are pre-built thus the 10-15 days would be easy to meet and a few weeks ago one of DS employees told me probably no later than the 2'nd which was yesterday and its still in phase 2 so...

Hopefully it'll speed up because at this rate i'll have made 2 payments even before I receive it
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  Quote StarBoiGaming Quote  Post ReplyReply bullet Posted: 03 Nov 2018 at 4:17pm
Ordered 9/25 its still Stage 3 now 11/3 my last update was that they still had no 2080 ti graphics cards and that's why my order is being held up.
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  Quote StarBoiGaming Quote  Post ReplyReply bullet Posted: 03 Nov 2018 at 4:18pm
Originally posted by batzilla

Thanks everyone. I was under the impression that the Vanquish 7's are pre-built thus the 10-15 days would be easy to meet and a few weeks ago one of DS employees told me probably no later than the 2'nd which was yesterday and its still in phase 2 so...

Hopefully it'll speed up because at this rate i'll have made 2 payments even before I receive it


from what Digital Storm advertises all their computers are custom built with none of them being prefabs like other lesser companies like *********** or **********.






... competitor's names removed ...

Edited by Snaike - 03 Nov 2018 at 9:30pm
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Alex View Drop Down
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  Quote Alex Quote  Post ReplyReply bullet Posted: 05 Nov 2018 at 2:25pm
We're catching up with our backlog quickly now. Orders are starting to ship by the latter end of our estimations within 3-4 weeks after the order is processed.

Hang in there, it will be worth the wait.
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  Quote Superbman35 Quote  Post ReplyReply bullet Posted: 06 Nov 2018 at 7:00am
Originally posted by Alex

We're catching up with our backlog quickly now. Orders are starting to ship by the latter end of our estimations within 3-4 weeks after the order is processed.

Hang in there, it will be worth the wait.


I really hope my order is moving along! I ordered my lumos on October 26th and I haven’t had an update past stage 1.
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  Quote bcruver Quote  Post ReplyReply bullet Posted: 06 Nov 2018 at 9:43am
Good luck to you, I'm not so sure about the 3-4 weeks being stated.  Here I'm sitting in stage 5 yet for over a week and I'm going into my 6th week.  Made 1 payment and shortly 2 and no PC yet.  Very frustrated to say the least.


Edited by bcruver - 06 Nov 2018 at 10:18am
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  Quote batzilla Quote  Post ReplyReply bullet Posted: 06 Nov 2018 at 10:19am
Yeah it's kind of getting scary. I hope everything is okay with this company.

Still phase 2 and its getting close to a month.
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  Quote bcruver Quote  Post ReplyReply bullet Posted: 06 Nov 2018 at 10:35am
I'm getting concerned as well.  While I'm sympathetic to their issues with the move and the work load, it's not my problem.  I could of built the PC myself and saved some money but went with them on the reviews and the attention to detail.  My original email from them after placing the order state 10-15 days, which then was increased to 15-20.  Now I'm at day 26(business days) with no end in sight.  Alex has been helpful in getting me updates but I'm about done.  This is unacceptable to be double the original estimate and even over a week past the updated estimate and I'm still not done being in stage 5.Upset
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  Quote Superbman35 Quote  Post ReplyReply bullet Posted: 06 Nov 2018 at 1:27pm
Geez at this rate maybe I’ll get my new build for christmas. I thought for sure I’d be getting updates by now but still in stage 1. I also decided to go with digital storm instead of doing my own build simply because of detail and experience. Of course my first purchase from DS is at a bad time. I really really hope I get it this month
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  Quote Alex Quote  Post ReplyReply bullet Posted: 06 Nov 2018 at 2:17pm
Originally posted by batzilla

Yeah it's kind of getting scary. I hope everything is okay with this company.

Still phase 2 and its getting close to a month.


We've been shipping a ton of customer systems daily right now, we've broken records and it's not even the holidays.

I agree the wait has been tough, but we are catching up fast. All customers that contact me directly or the team are getting personal updates to ensure we are moving along quickly.

It's truly up to you, if you rather not wait any longer, we are more than happy to issue a full refund, but if you've waited this long, it will be worth the wait as we are catching up on our backlog quickly.
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  Quote Alex Quote  Post ReplyReply bullet Posted: 06 Nov 2018 at 2:19pm
Originally posted by bcruver

I'm getting concerned as well.  While I'm sympathetic to their issues with the move and the work load, it's not my problem.  I could of built the PC myself and saved some money but went with them on the reviews and the attention to detail.  My original email from them after placing the order state 10-15 days, which then was increased to 15-20.  Now I'm at day 26(business days) with no end in sight.  Alex has been helpful in getting me updates but I'm about done.  This is unacceptable to be double the original estimate and even over a week past the updated estimate and I'm still not done being in stage 5.Upset


Let's work closely together via email, your order went into Stage 5 last Monday, it should be going into QA and shipping soon.

Feel free to email me at anytime: [email protected]
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  Quote Alex Quote  Post ReplyReply bullet Posted: 06 Nov 2018 at 2:20pm
Originally posted by Superbman35

Geez at this rate maybe I’ll get my new build for christmas. I thought for sure I’d be getting updates by now but still in stage 1. I also decided to go with digital storm instead of doing my own build simply because of detail and experience. Of course my first purchase from DS is at a bad time. I really really hope I get it this month


We're working hard on shipping your order as soon as possible. It's been a little over a week since you've been in Stage 1, you'll see some good progress by early next week.
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  Quote Alex Quote  Post ReplyReply bullet Posted: 06 Nov 2018 at 2:20pm
Just to recap, please continue to work with us directly if your order has been stuck in a stage for a long time.

My email address is: [email protected]
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  Quote bcruver Quote  Post ReplyReply bullet Posted: 06 Nov 2018 at 2:36pm
Originally posted by Alex

Originally posted by bcruver

I'm getting concerned as well.  While I'm sympathetic to their issues with the move and the work load, it's not my problem.  I could of built the PC myself and saved some money but went with them on the reviews and the attention to detail.  My original email from them after placing the order state 10-15 days, which then was increased to 15-20.  Now I'm at day 26(business days) with no end in sight.  Alex has been helpful in getting me updates but I'm about done.  This is unacceptable to be double the original estimate and even over a week past the updated estimate and I'm still not done being in stage 5.Upset


Let's work closely together via email, your order went into Stage 5 last Monday, it should be going into QA and shipping soon.

Feel free to email me at anytime: [email protected]


Hello Alex,

I have emailed you regarding this issue, and do appreciate the replies. But even the update you gave me was 5-8 days which was on October 25th has now been exceeded.  I consider myself a patient and forgiving person but when 3 deadlines have been exceeded I have lost all faith and unless I can be given a specific date when my PC will be done I will have to go the refund route as I can't wait any longer. This PC was to replace a failed PC and initially I could absorb the 3 weeks (10-15 days was on my original email. Then it went to 15-20 days, now we are going on day 27 (business days I remind you) with no end in sight.

Feel free to email me at [email protected] with the status update and my date.

Regards,
Barry

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  Quote Alex Quote  Post ReplyReply bullet Posted: 06 Nov 2018 at 2:59pm
Will do, I'll email you now with a deadline. Thanks!
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  Quote batzilla Quote  Post ReplyReply bullet Posted: 06 Nov 2018 at 5:09pm
Thanks for the update Alex! What happened? Was it just a ton of orders? Someone said something about DS moving to a new warehouse or something.

Anyways, I am so excited to get mine! I was just nervous because its still in phase 2 since Oct 14.

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  Quote Euth75 Quote  Post ReplyReply bullet Posted: 07 Nov 2018 at 7:04am
My experience has been pretty well with DS throughout the years.  I've purchased 4 builds through them and all but this one have been shipped within the 15 day period. 

1st build--ordered on 12/10/2008--shipped 12/15
2nd build--ordered on 10/21/2010--shipped 11/1
3rd build--ordered on 12/11/2013--shipped 12/19
4th build--ordered on 9/27/2018--due to be shipped as it just hit stage 7

I went in to my current build knowing it was going to be delayed for the simple fact that the 2080ti I ordered was released on that day and there were shortages right out of the gate.

I'm not here to make excuses for DS, but simply speculate whats transpiring there.  This has got to be a frustrating time for them because of the recent shortages with the new 20xx video cards and then the new 9th Gen processors on top of that.   Just imagine all of the orders they have in limbo because they simply can't get a component from the supplier.  When they do get some in...it may not be enough to cover all the orders.  Then you have the move to a new facility to add into the mix. 

I hope you guys don't judge DS on the delays because generally they are on top of their game.  This was just bad timing.


Edited by Euth75 - 07 Nov 2018 at 7:07am
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  Quote bcruver Quote  Post ReplyReply bullet Posted: 07 Nov 2018 at 7:21am
That's what makes it even more frustrating, I did not select to have the 2080i, I picked the middle of the road 1080 8gig, and the AMD Threadripper 2950 which I'm not aware of any shortages of that.  If there was a delay on some parts they aren't very transparent about it. If I was told up front that it would take me close to 6 weeks to get a very vanilla system I would of looked elsewhere.

It seems that my system has fell through the cracks and instead of standing up and get it escalated and pushed through, they just keep moving the goal posts and what the new deadline go by with no response, unless I"m the on initiating it.  I get it that they moved to a new facility, but again that isn't my problem. If that was they case they should of had more appropriate estimates and let me know up front, where I can control the decision.

I'm sure they are a great company and you don't get to be in business this long without having quality products and service, just wish someone would stand up and say I'll handle this and get it done and stand by it.  I'm waiting on if they can meet my deadline, if not I'll probably go the refund round as they can't be trusted with meeting any dates they put out and also put in a complain to the BBB as I have already incurred interest on my financing and made one payment and shortly two. I also upgraded my shipping to overnight because otherwise could be TWO months before I would see the PC.


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  Quote Superbman35 Quote  Post ReplyReply bullet Posted: 07 Nov 2018 at 12:28pm
Update: Lumos build

I just went from stage 1 to stage 3 today, and I ordered on October 26th. I finally have an estimated ship time. My estimated ship date is 9-14 days from now. Hopefully they meet that deadline or even beat it! I still think that is a little long, but hey... I got an update!
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  Quote Alex Quote  Post ReplyReply bullet Posted: 07 Nov 2018 at 3:36pm
Originally posted by batzilla

Thanks for the update Alex! What happened? Was it just a ton of orders? Someone said something about DS moving to a new warehouse or something.

Anyways, I am so excited to get mine! I was just nervous because its still in phase 2 since Oct 14.



Yes, we moved to a new facility to help keep up with our growth. Also, we've been super busy, the number of orders we've received are at the same level as the holidays. The team was not ready to take on such a high load. But we've hired a ton of new staff and are working to catch up quick. There's been a lot of progress already.

We rather take time to make sure the systems are perfect than cut corners. I know some customers are not happy with the time it has taken, and we've had to give refunds. It's best we stay true to our passion and not make sacrifices on our quality. Hang in there, it will be worth the wait. We are working hard to smooth things out.
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  Quote spaces Quote  Post ReplyReply bullet Posted: 08 Nov 2018 at 6:04pm
Originally posted by Alex

Originally posted by batzilla

Thanks for the update Alex! What happened? Was it just a ton of orders? Someone said something about DS moving to a new warehouse or something.

Anyways, I am so excited to get mine! I was just nervous because its still in phase 2 since Oct 14.



Yes, we moved to a new facility to help keep up with our growth. Also, we've been super busy, the number of orders we've received are at the same level as the holidays. The team was not ready to take on such a high load. But we've hired a ton of new staff and are working to catch up quick. There's been a lot of progress already.

We rather take time to make sure the systems are perfect than cut corners. I know some customers are not happy with the time it has taken, and we've had to give refunds. It's best we stay true to our passion and not make sacrifices on our quality. Hang in there, it will be worth the wait. We are working hard to smooth things out.


just wanted to say seeing you post everywhere made me glad i ordered from DS, cant wait for my PC!
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  Quote Superbman35 Quote  Post ReplyReply bullet Posted: 08 Nov 2018 at 6:48pm
Originally posted by spaces

Originally posted by Alex

Originally posted by batzilla

Thanks for the update Alex! What happened? Was it just a ton of orders? Someone said something about DS moving to a new warehouse or something.

Anyways, I am so excited to get mine! I was just nervous because its still in phase 2 since Oct 14.



Yes, we moved to a new facility to help keep up with our growth. Also, we've been super busy, the number of orders we've received are at the same level as the holidays. The team was not ready to take on such a high load. But we've hired a ton of new staff and are working to catch up quick. There's been a lot of progress already.

We rather take time to make sure the systems are perfect than cut corners. I know some customers are not happy with the time it has taken, and we've had to give refunds. It's best we stay true to our passion and not make sacrifices on our quality. Hang in there, it will be worth the wait. We are working hard to smooth things out.


just wanted to say seeing you post everywhere made me glad i ordered from DS, cant wait for my PC!


I agree @spaces. I hit stage 5 today and this pc is all I can think about. It is a really good feeling that there is a company on this scale of business that can take the time and keep a personal touch throughout the entire process. It’s the little things.
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  Quote batzilla Quote  Post ReplyReply bullet Posted: 09 Nov 2018 at 10:25am
Holy moly! Its shipping!

WOOHOO!!!

Edited by batzilla - 09 Nov 2018 at 10:36am
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  Quote bcruver Quote  Post ReplyReply bullet Posted: 09 Nov 2018 at 4:53pm
Got mine today! Big shout out to Alex for stepping up and getting my issues addressed and PC shipped.  So far so good, installing all my software today but it's flying through that with no effort at all. 

Thank you Alex.

Best Regards,
Barry

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  Quote batzilla Quote  Post ReplyReply bullet Posted: 09 Nov 2018 at 9:28pm
AWESOME! Im getting mine next Thursady! WOOOOOOHOOO!
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  Quote Alex Quote  Post ReplyReply bullet Posted: 10 Nov 2018 at 5:47am
You're welcome. Thank you for your patience and for being a customer.
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