Make sure to verify your call times

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   Hi everyone,
  I don't think I've posted here in 3 years but I just want to give a helpful note to everyone who may call tech support. Be sure to verify what information they have placed in the log for your call back.
  I just got off the phone for the 3rd time with customer service. The first time was on Tuesday to schedule a chance to reset an overclock (feel free to confirm this CS, if you like). I called at 4:15 so I wasn't expecting much but I was told it was a light period and they might call back immediately, but I still didn't expect much so I asked to make sure that if they didn't call then please call after 4:15 PM PST the next day. They didn't call, I fully understood and we move to the next day.
  I get home at 4:15, reboot the comp, open the BIOS and wait. When 4:50 rolls around, I decide to call and confirm that I actually had a callback scheduled. Things happen, I understand. So I talk to the nice rep who told me my callback was scheduled for Friday. I remembered saying tomorrow, not 2 days past Wednesday (which it was). I tell her that there must have been some error, I guess that info was wrong, please set my availability to 4:15 PM the next day in case there's an opening. She confirms she has, we part ways. 
  The next day, today in fact. I come home, I boot up the BIOS and wait. 4:54 rolls around, I call again to confirm an appointment scheduled. The nice lady on the other end confirms I have a callback scheduled for Friday........ I informed her to please cancel the callback and that I'd do it on my own because I can't meet that Friday requirement due to a preexisting appointment. 
  I have no idea what's up behind the scenes but I just wanted to relay this story so that others could be more informed about what they should look for and confirm. I'm sure it comes a bit angry and honestly can you blame me, but the fact remains that it needs to be said. 
  Previous experiences with the CS and Tech Support team tell me this is an odd anomaly so I'd still recommend DS anytime someone asked me. They build solid computers and are good people, upholding their end of the bargain more often than not. I'm not doing this out of spite, I just don't want anyone to go through what I just did.
  Best of luck to you all, see you again sometime in the future and enjoy your computers!

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satsunada Members Profile Find Members Posts Add to Buddy List Senior Member Joined: 21 May 2009 Online Status: Offline Posts: 682	Quote Reply Topic: Make sure to verify your call times Posted: 02 Oct 2014 at 5:16pm
	Hi everyone, I don't think I've posted here in 3 years but I just want to give a helpful note to everyone who may call tech support. Be sure to verify what information they have placed in the log for your call back. I just got off the phone for the 3rd time with customer service. The first time was on Tuesday to schedule a chance to reset an overclock (feel free to confirm this CS, if you like). I called at 4:15 so I wasn't expecting much but I was told it was a light period and they might call back immediately, but I still didn't expect much so I asked to make sure that if they didn't call then please call after 4:15 PM PST the next day. They didn't call, I fully understood and we move to the next day. I get home at 4:15, reboot the comp, open the BIOS and wait. When 4:50 rolls around, I decide to call and confirm that I actually had a callback scheduled. Things happen, I understand. So I talk to the nice rep who told me my callback was scheduled for Friday. I remembered saying tomorrow, not 2 days past Wednesday (which it was). I tell her that there must have been some error, I guess that info was wrong, please set my availability to 4:15 PM the next day in case there's an opening. She confirms she has, we part ways. The next day, today in fact. I come home, I boot up the BIOS and wait. 4:54 rolls around, I call again to confirm an appointment scheduled. The nice lady on the other end confirms I have a callback scheduled for Friday........ I informed her to please cancel the callback and that I'd do it on my own because I can't meet that Friday requirement due to a preexisting appointment. I have no idea what's up behind the scenes but I just wanted to relay this story so that others could be more informed about what they should look for and confirm. I'm sure it comes a bit angry and honestly can you blame me, but the fact remains that it needs to be said. Previous experiences with the CS and Tech Support team tell me this is an odd anomaly so I'd still recommend DS anytime someone asked me. They build solid computers and are good people, upholding their end of the bargain more often than not. I'm not doing this out of spite, I just don't want anyone to go through what I just did. Best of luck to you all, see you again sometime in the future and enjoy your computers!
	If knowledge is power and power corrupts, then total knowledge corrupts totally.

bprat22 Members Profile Find Members Posts Add to Buddy List DS ELITE DigitalStorm East -- (Unofficially!) Joined: 08 Jun 2011 Online Status: Offline Posts: 20391	Quote Reply Posted: 03 Oct 2014 at 3:53am
	Hi satsunada... I can only go by my personal experiences and have had a positive one. My emails were answered quickly and my single technical issue in 3 years was handled promptly, competently and was actually almost fun, the tech being easy to work with. That said, I never set up a specific time, but a general late in the day or the next morning time frame. Having worked in field service for 30 years I can't tell you how many times I had to call back an anxious customer to tell them I would be later than promised. Most understood from my reputation and customer relations but a few went ballistic. What I thought would be a simple fix allowing me to respond to the next service call quickly, would turn into hours of troubleshooting and running for parts. I can understand from experience in the field them promising a time and the techs get bogged down with others and just couldn't get to you. Nobody likes it, but a tech can only work with one customer at a time. I do however believe a manager or other individual, we had call avoidance and work support, should make a quick call to you so you don't feel ignored. This doesn't help your situation but was just to give you insight from a guy that lived it. I believe DS has excellent service and do the best they can, but not everyone will be happy. Service is a tough game.

Alex Members Profile Find Members Posts Add to Buddy List Admin Group Digital Storm Supervisor Joined: 04 Jun 2012 Online Status: Offline Posts: 16314	Quote Reply Posted: 03 Oct 2014 at 9:38am
	Hi satsunada, Thank you for posting your suggestions. I'm sure it was a genuine mistake by our team when they were making that request for your originally. We do encourage customers to review the notes our team makes, which is why our system does email customers what our team inputs and call times that are entered into our system for reconciliation. Moving forward, feel free to contact us for help. If you would like to email me directly for anything, feel free to contact me at any time via email: [email protected] Cheers!


satsunada Members Profile Find Members Posts Add to Buddy List Senior Member Joined: 21 May 2009 Online Status: Offline Posts: 682	Quote Reply Posted: 03 Oct 2014 at 6:44pm
	DS called today and we got it worked out. I appreciate the assistance in this matter Alex and you guys, as always, are awesome. I've sent you some suggestions to help the process but my general advice still stands for the other customers. But I must stress, this was an anomaly. It isn't something to be expected of DS as they have been great in the past. bprat22 is quite right in his assessment and I fully understand that. That's not the issue though. I'm trying not to think about this anymore now that it's been resolved so I won't go into it fully. Either way, just make sure you check with them to validate your callback time if you have one. If all goes well, the only time I'll ever post again is when I'm looking for config ideas in the future. Have a safe weekend everyone!
	If knowledge is power and power corrupts, then total knowledge corrupts totally.

Make sure to verify your call times

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