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My Honest Review

Post Date: 2009-05-25
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samiosam View Drop Down
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Posts: 55 		  Quote samiosam Quote  Post ReplyReply bullet Topic: My Honest Review
    Posted: 25 May 2009 at 1:51am
I am going to be honest in this review, so there will be names of people and business involved.  If Moderators want to remove the names into X/Y/Z, please feel free to do it.  It is going to long review, so it will be divided into different parts.

1 - Before purchasing:
I was impressed at your website, the forums and the video of testing equipments are really great.
The prices though were a lot higher than others.  So, I started looking at others.  I built the same system in DS and Cyberpowerinc the price difference was +500$ (if I recall correctly).  So, I went with CyberPowerInc since I have enough computer knowledge to fix anything wrong.

2 - CyberPowerInc purchase:
I went with GTX295, i7 940 (manufacturer OCed), RAID 0 and 6GB of 1600Mhz Kingston memory. The services offered when purchasing were not great, you don't even know when your system going to arrive.
The system was in a really bad shape when it arrived, cables not connected everywhere.  After troubleshooting and connecting all loose equipments, I kept receiving BSOD all the time.  Customer service was not helpful at all (thats when you get a hold of them).  The forums are mostly ran by customers.
After 5 days of testing, I decided to return the computer.

3 - DS purchase:
I called DS after deciding to not buy a computer, Eric picked up the phone.  He was enthusiastic and knowledgable enough to let me decide in a minute.  We discussed my CP system and what I am looking for in a DS system.  However, I didn't have the cash, soI had to postpone the order.
When I got the cash, I called again.  A person named Mike (not sure), he wasn't enthsiastic, he was in a responsive way most of the time.  He was nice enough to offer me a rush build for free because I had to leave the country.
I bought the system, services during and after purchase are great.  The system arrived in no time.

4 - DS system:
The system wouldn't boot out of the box.  I troubleshooted, from the beebing code, it was memory.  I took the memory DIMM closest to the CPU and system started running fine with a few BSOD.  I talked to Sara, it turned out to be the OC.  We reset to default, then the system started running fine.  The Day after, I talked to Randy, we OCed.  The day after, we OCed again.  Now it is running fine.

5 - Customer Service and my Expectation:
I expected customer service to be instant with no delays.  I mean, I thought I would call, then some one picks up, and listen to what I have to say without the worry of leaving messages, or not picking up.
First time I called, I left a message before business opened.  For the next three hours, no one called.  I had to call again, and then I was directed to Sarah.
Second day, I kept calling and leaving messages.  Finally I got a hold of Randy after 3 or 4 hours of waiting and no one picking up.
Third day, the same thing happened.

If you guys are busy, hire more more people.  Or at least schedule sessions.  Once a customer leaves a message and expects a call from you, he cannot leave the house because you might call any minute and expect him to be next to his/her computer.


6 - My system and me now:
I worry too much, after what happened, I still cross my fingers when there is a delay in boot up or anything happens.
My cpu cooler is too big that it is pushing on the chasis.
Overall, I am happy with my computer.  I am happy with how you deal with customers, but not happy with the delays :(
I will purchase from DS again, unless I find a cheaper place with similar happy customers and I will recommend DS to any gamers.
I like the DS folder and documents sent with the computer, but I don't like the box with all manuals in.  It was poorly assembled, I had to take them out and save them somewhere else.

NOTE: I am currently at work, and my office needs lots of cleaning/moving stuff.  I will upload pictures hopefully this week.


System Configuration:
Chassis Model: Antec Nine Hundred Two
Exterior Finish: - Standard Factory Finish
Interior Finish: - Standard Factory Finish
Trim Accents: - Standard Factory Finish
Processor: Intel Core i7 920 2.66GHz (Quad Core)
Motherboard: EVGA X58 3X SLI (Intel X58 Chipset) (Supports Triple SLI or CrossFire)
System Memory: 6GB DDR3 1333MHz Mushkin (Highly Recommended) (Digital Storm Certified)
Power Supply: 1000W Corsair HX (Dual/Triple/Quad SLI Compatible) (Silent Edition)
Card Reader: - No Thanks
Hard Drive Set 1: Operating System: 1x (500GB Western Digital (16MB Cache) (7200 RPM) (SATA)
Set 1 Raid Options: - No Thanks
Hard Drive Set 2: Multimedia\Data: - No Thanks
Hard Drive Set 3: Backup\Misc.: - No Thanks
Optical Drive 1: DVDąR/RW/CD-R/RW (DVD Writer 20x / CD-Writer 48x)
Optical Drive 2: - No Thanks
Internet Access: High Speed Network Port (Supports High-Speed Cable / DSL / Network Connections)
Video Card(s): CLEARANCE HOT SELLER: 1x NVIDIA GeForce GTX 280 1GB (Includes PhysX Technology)
Add-on Card: - No Thanks
Sound Card: Integrated Motherboard Audio
Extreme Cooling: AIR: Stage 2: Cooler Master V8 (Compatible With i7 Processors)
Liquid Color: - Not Applicable, I do not have a H20: Stage 3 Cooling System Selected
Chassis Airflow: Standard Factory Chassis Fans
Internal Lighting: - No Thanks
Enhancements: - No Thanks
Chassis Mods: - No Thanks
CPU Boost: Yes, Overclock the processor as much as possible with complete stability
Graphics Boost: - No Thanks, Please do not overclock my video card(s)
Memory Boost: - No Thanks, Please do not overclock my memory
Windows Boost: - No Thanks, Please do not tweak the services on the operating system
Windows OS: Microsoft Windows Vista Home Premium (64-Bit Edition) (For Enthusiasts)
Restore Kit: Digital Storm Specialized Recovery System (DVD Image Based)
Virus Protection: - No Thanks
Office: - No Thanks
Benchmarking: - No Thanks
Pre-Install Game: - No Thanks
LCD Display: - No Thanks
Surge Shield: - No Thanks
Speakers: - No Thanks
Keyboard: - No Thanks
Mouse: - No Thanks
External Storage: - No Thanks
Exclusive T-Shirt: - No Thanks
Priority Build: - No Thanks, Ship Within 5-10 Business Days After Order Is Successfully Processed
Warranty: 3 Year Platinum Care Extended Parts & Labor Warranty
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Joshua View Drop Down
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Posts: 90 		  Quote Joshua Quote  Post ReplyReply bullet Posted: 25 May 2009 at 5:01am
Nice review, post pictures.


Edited by Joshua - 25 May 2009 at 5:03am
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Zardoz8719 View Drop Down
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Posts: 543 		  Quote Zardoz8719 Quote  Post ReplyReply bullet Posted: 25 May 2009 at 8:11am
Thanks for taking the time to post your review...I sense it was difficult having to admit your (first) choice (CyperPower Inc) turned out to be wrong--and I'm not faulting you for that (we all make mistakes).  Thankfully, you were able to return your system and get a DS rig--for that we're happy for you...though it most likely cost more.  
 
Posting your experience(s) helps others too--with so much "spin" in advertising it's difficult to separate the wheat from the chaff...and no need to explain the (immense) motivation (on all of us) to save money when confronted with lower prices.  I just want to say you do us (all) a service--and a reminder--buyer beware.
 
Concerning DS and your point #5...  As a forum rat...(still waiting to purchase) I have had no direct experience with DS Customer Service--other than what I read here--from the postings/experiences of others...which BY FAR are POSITIVE.  It would be easy for me to rationalize away any inconsistencies (like your #5) to this (positive) picture by imagining all Customer Service Personnel busily multitasking at other responsibilities and sometimes unable to answer the phone...or return calls in a timely manner.  Truth is...I don't really know how DS's customer service works...but, can sympathize with you/your experience. 
 
I must admit...I desire exactly what you speak of...when it comes to calling Customer Service...a real/knowledgeable person to answer questions (or can direct me to someone who can)...and timely returns to messages.  Long waits, hoping for a return call (to messages) is most disappointing whenever it happens. 
 
I'm not going to go into a long dissertation about my likes/dislikes, wants/desires...other than to say...Customer Service is where the "rubber meets the road" and can make/break enthusiasm/confidence/satisfaction faster than anything else I can think of.  Problems will arise...no matter how hard you try for "Zero Defects"...it's how you handle the exceptions to the norm that differentiate DS from the pack.  And from what I read...you're doing an excellent job.  But, that doesn't mean there isn't room for improvement...
 
@Alex...  Am hoping you see this as "constructive criticism"...rather than just criticism.  We all realize...calling in a problem is necessary/stressful (on both ends) is there something we (as customers can do to help you...and in-turn ourselves to make things work smoother?   Pinch
 
 


Edited by Zardoz8719 - 25 May 2009 at 8:12am
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Sodius View Drop Down
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Posts: 613 		  Quote Sodius Quote  Post ReplyReply bullet Posted: 25 May 2009 at 10:46am
To the both of you,
 
Well said and take it from me. I am very pleased with my rig and have had no problems with it what so ever. With that said I also have zero worries if something does go wrong because I know for the most part customer service is fantastic. Alex will see this and comment I am sure. Again, Well said. Ermm
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Bill the Cat View Drop Down
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Posts: 1150 		  Quote Bill the Cat Quote  Post ReplyReply bullet Posted: 25 May 2009 at 2:00pm
Tom Watson, founder of IBM, ( or maybe it was T. Watson Jr. ) once observed, "If you want to be successful, double your failure rate." In my experience, DSO usually will call you back within an hour or two. If they don't, call them again until you get a live body.
 
Although I sympathize with folks who can't always get to a phone, instant gratification all the time is expensive. To have someone always available to answer the phone DSO can either charge even more $ or delay the shipment computers on order. I suppose the third option would be to out source support to people who'll answer the phone but can't answer your question. Which would you prefer?


Edited by Bill the Cat - 25 May 2009 at 2:14pm
3.6 GHz E6850,       4 GB RAM, GTS 250,   TJ9, Win 7 64-bit
4.4 GHz i7 3930K, 16 GB RAM, GTX 670, 550D, Win 7 64-bit
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Zardoz8719 View Drop Down
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Posts: 543 		  Quote Zardoz8719 Quote  Post ReplyReply bullet Posted: 25 May 2009 at 5:55pm
Originally posted by Bill the Cat

Tom Watson, founder of IBM, ( or maybe it was T. Watson Jr. ) once observed, "If you want to be successful, double your failure rate." In my experience, DSO usually will call you back within an hour or two. If they don't, call them again until you get a live body.
 
Although I sympathize with folks who can't always get to a phone, instant gratification all the time is expensive. To have someone always available to answer the phone DSO can either charge even more $ or delay the shipment computers on order. I suppose the third option would be to out source support to people who'll answer the phone but can't answer your question. Which would you prefer?
 
All legitimate points...  How about you make it standard procedure all phone calls will be answered the following day? Wink  Allowing techs to research/compose answer(s) and follow-up at a particular/posted/designated time?  Or, rotate your available/trained staff on the phones--answering the problems at the time they are called in...and assigning a time/day to answer other more difficult/extended ones? 
 
We all say we want SERVICE...well, someone has to pay for it.  We can ignore this issue/pretend it doesn't exist...or hope it just goes away...that's a common solution these days (by other...more inferior Computer Companies).  The excuse that a company can't afford to hire someone/train/answer the phones...says (to me) they're cutting corners in the wrong places.  And, NO we don't want to talk to anyone in India to solve our problems--thank you.
 
Handling customer questions/complaints/inquiries is part of the business--don't do it right--and you won't have to worry about business...DS didn't get an A+ by the BBB without it.  Funny, companies NEVER short-shift the "SALES" calls...maybe, the answer is GROW, HIRE MORE POEPLE...or heaven forbid--sell less computers at higher prices??  
 
It isn't about "instant gratification"...it's about money and the bottom-line.  Cut back on advertising (I'd be willing to bet word-of-mouth concerning "poor" service will spread faster than a full page AD--does CyberPower ring a bell.  How about limiting/reducing posted discounts...or actually paying for shipping (will that help cover additional costs)? 
 
What would I recommend?  Hire someone...put someone to work...give somebody a JOB...God knows there are plenty of people out there who need/want one.  It's not brain surgery...you have to break eggs to make an omlet...you have to have/pay/train service personel to have a Service Department--otherwise you have an answering service.  Think small...you'll stay small...  Which do you want??  LOL
 
 
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samiosam View Drop Down
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Posts: 55 		  Quote samiosam Quote  Post ReplyReply bullet Posted: 26 May 2009 at 8:47am
what Zardoz8719 said makes more sense.

Instead of saying "leave a message and we will get back to as soon as possible"

Come up with a plan, like (for example):
any message received from 9-11 will be answered around 3-5pm
any message recieved from 11-5 will be answered the day after.

It will make me more happy to know that I am receiving a phone call after two-four hours, than (as soon as possible).

I will go get an oil change, or shop for an hour or two. Then, come home and be around the phone at 3-5pm.

(as soon as possible) means that I might get a phone call in 3 minutes.  So, I would be attached to the phone.

The first day where I left a message before DS business hour, I swear, I took a nap with the phone on the pillow.  Then, I woke up after 3 hours running to check voice message thinking that DS called.  I got disappointed and started calling back.
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Alex View Drop Down
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Posts: 16314 		  Quote Alex Quote  Post ReplyReply bullet Posted: 27 May 2009 at 5:56pm
First of all, I am very happy that your system is working properly now and that you now a have time to enjoy your new gaming computer!

Let me address each issue you brought up:

1. A person named Mike (not sure), he wasn't enthsiastic, he was in a responsive way most of the time.  He was nice enough to offer me a rush build for free because I had to leave the country.
I bought the system, services during and after purchase are great.  The system arrived in no time.

RESOLUTION: Unfortunately I believe you spoke to James our senior sales rep. and his voice tends to be monotone. He is nonetheless helpful and in your case willing to give you free upgrades, so I hope you can agree that James is doing a fine job.

2. I expected customer service to be instant with no delays.  I mean, I thought I would call, then some one picks up, and listen to what I have to say without the worry of leaving messages, or not picking up.
First time I called, I left a message before business opened.  For the next three hours, no one called.  I had to call again, and then I was directed to Sarah.
Second day, I kept calling and leaving messages.  Finally I got a hold of Randy after 3 or 4 hours of waiting and no one picking up.
Third day, the same thing happened.

If you guys are busy, hire more more people.  Or at least schedule sessions.  Once a customer leaves a message and expects a call from you, he cannot leave the house because you might call any minute and expect him to be next to his/her computer.

RESOLUTION: We are currently working on an appointment system for our phones that will basically notify our customers when to they can expect a call back, so you are not left in the lurch not knowing when we will call. Hopefully with this new system you won't experience issues like this every again. Expect this system to become live within in the next week or two.

3. I worry too much, after what happened, I still cross my fingers when there is a delay in boot up or anything happens.
My cpu cooler is too big that it is pushing on the chasis.

RESOLUTION: As long as your computer's CPU temperatures remain normal I don't expect this to be a hazardous issue, however, I would be more than happy to send you a new heat-sink that would fit properly in your case at our cost.

I wanted to thank you for your criticisms because in the end when Digital Storm corrects these mistakes it will make us a better company and our customers will be better serviced. I am sorry for these problems and I hope the solutions I've provided for you will make you feel even better about your purchase from our company.

     
 
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Posts: 1527 		  Quote SunfighterLC Quote  Post ReplyReply bullet Posted: 27 May 2009 at 6:00pm
Ah the GTX 280, such a lovely GPU =P.
E8500@ 4.03Ghz
XFX 790i Ultra
1000W Corsair HX
2 280 GTX EVGA FTW
4GB OCZ Reaper 1800Mhz
250-80-300GB VR HD
Logitech Z-2300 2.1 Speakers
Asus Xonar 7.1
Hanns-G HG 281D 28" HDMI Monitor
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Zardoz8719 View Drop Down
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Posts: 543 		  Quote Zardoz8719 Quote  Post ReplyReply bullet Posted: 29 May 2009 at 5:06am
Originally posted by Alex

First of all, I am very happy that your system is working properly now and that you now a have time to enjoy your new gaming computer!

Let me address each issue you brought up:

1. A person named Mike (not sure), he wasn't enthsiastic, he was in a responsive way most of the time.  He was nice enough to offer me a rush build for free because I had to leave the country.
I bought the system, services during and after purchase are great.  The system arrived in no time.

RESOLUTION: Unfortunately I believe you spoke to James our senior sales rep. and his voice tends to be monotone. He is nonetheless helpful and in your case willing to give you free upgrades, so I hope you can agree that James is doing a fine job.

2. I expected customer service to be instant with no delays.  I mean, I thought I would call, then some one picks up, and listen to what I have to say without the worry of leaving messages, or not picking up.
First time I called, I left a message before business opened.  For the next three hours, no one called.  I had to call again, and then I was directed to Sarah.
Second day, I kept calling and leaving messages.  Finally I got a hold of Randy after 3 or 4 hours of waiting and no one picking up.
Third day, the same thing happened.

If you guys are busy, hire more more people.  Or at least schedule sessions.  Once a customer leaves a message and expects a call from you, he cannot leave the house because you might call any minute and expect him to be next to his/her computer.

RESOLUTION: We are currently working on an appointment system for our phones that will basically notify our customers when to they can expect a call back, so you are not left in the lurch not knowing when we will call. Hopefully with this new system you won't experience issues like this every again. Expect this system to become live within in the next week or two.

3. I worry too much, after what happened, I still cross my fingers when there is a delay in boot up or anything happens.
My cpu cooler is too big that it is pushing on the chasis.

RESOLUTION: As long as your computer's CPU temperatures remain normal I don't expect this to be a hazardous issue, however, I would be more than happy to send you a new heat-sink that would fit properly in your case at our cost.

I wanted to thank you for your criticisms because in the end when Digital Storm corrects these mistakes it will make us a better company and our customers will be better serviced. I am sorry for these problems and I hope the solutions I've provided for you will make you feel even better about your purchase from our company.

     
 
Somehow, I missed these (your answer(s) to previous posts) and got to looking around to see if anyone had commented/anything to say--I was curious.
 
First off, I couldn't be more pleased that you took the time to comment...and hope my terse/blunt/direct comments (to the original post by someone else) haven't ruffled too many feathers--it was not my intent.  Sometimes past grieveances (mine with Dell) can end up being the motivation inspiring (my) passionate comments--my apologies.  And too, I took exception to what I saw as Bill the Cat's false choices/comments that improved communication/service (at DS) would/might/could directly effect unit costs/delivery times.   And...should BTC be reading this (response)...I meant no offense to him either...I always find his comments insightfull/sincere/humorous...and timely LOL
 
Back to your response (Alex)...  In particular, your "Resolution" that changes/adjustments are afoot at DS (a constant situation I'm sure...) with an ETA of about 2-weeks is most welcome.  Your analysis of several points within the original responders post...needed clairification because your/DS's side was not represented in "his" account...helps clear up any misconception(s) by others (particularly) new to this forum. 
 
With your usual tack/decorum you navigated all criticisms/concerns with professionalism.  And without getting all gushy...you bring credit to yourself and DS with your prompt/direct/straight forward...honest and open...approach to Customer Service.  My hat is off to you both--you and DS are the reason I'm here.   Ermm


Edited by Zardoz8719 - 29 May 2009 at 5:09am
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samiosam View Drop Down
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Posts: 55 		  Quote samiosam Quote  Post ReplyReply bullet Posted: 29 May 2009 at 6:10am
Alex:  Thanks for your time in responding to my post.  My post was what I felt/experienced, my feelings might be right or wrong. And other customers might feel the total opposite of how I feel.

I need to clarify that the point I wanted to make about (James), is that he didn't get me fired up and excited to make a purchase like Eric did.  Maybe other customers disagree with me and like James style better than Eric.
And I agree with you that James was helpful/knowledgeable/professional.

Regarding my heatsink, I only noticed it when I was packing my computer leaving the country, I don't know if actions need to be taken, or it will work fine.
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