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Shipping back to DS

Post Date: 2009-09-29
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Agnt View Drop Down
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Posts: 30 		  Quote Agnt Quote  Post ReplyReply bullet Topic: Shipping back to DS
    Posted: 29 Sep 2009 at 10:41am
Sorry for starting a new thread, but my last one was deleted for some reason. I had to ship my computer back because it had a defective motherboard and I was just wondering what the procedure is. Will DS call me when they receive my system? Will I get updates from them about the repairs/replacements? Will the updates come from e-mail or phone? Any information from someone who has been through this before would be appreciated. Thanks.
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Alex View Drop Down
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Posts: 16314 		  Quote Alex Quote  Post ReplyReply bullet Posted: 29 Sep 2009 at 4:38pm
Once the unit arrives to our facility, you will receive an email stating that we received it, then you will also receive email updates as we work on your system. Here is an outline of how it works:
 
1. Stage 1: System received, and the technician reviews the RMA form that the customer is required to complete which allows the customer to communicate directly to the technician what the issue(s) are.
 
2. Stage 2: Issues duplicated: We have replicated the problem(s) so now we can fix them.
 
3. Stage 3: Issues resolved: We fixed it by doing necessary replacements, etc...
 
4. Stage 4: Stress-Testing: We run a new batch of stress-tests to check the consistency of all of the hardware within the system just in case there was any other issues that were undetected.
 
5. Stage 5: Re-Testing and QA: The unit is once again, re-tested by our staff and then sent to QA.


Edited by Alex - 02 Oct 2009 at 8:54pm
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Agnt View Drop Down
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Posts: 30 		  Quote Agnt Quote  Post ReplyReply bullet Posted: 29 Sep 2009 at 4:47pm
Excellent. Thank you for the detalied response.
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Onkel_Ken View Drop Down
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Posts: 2961 		  Quote Onkel_Ken Quote  Post ReplyReply bullet Posted: 02 Oct 2009 at 8:02pm

Love the detailed info that Digital Storm provides!!
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Alex View Drop Down
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Posts: 16314 		  Quote Alex Quote  Post ReplyReply bullet Posted: 02 Oct 2009 at 8:54pm
Ermm
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Agnt View Drop Down
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Posts: 30 		  Quote Agnt Quote  Post ReplyReply bullet Posted: 05 Oct 2009 at 9:23am
Yes, detailed info is nice, but according to the tracking number, my computer arrived at DS on Thursday at around noon and I haven't heard anything from anyone since.. It is now Monday. I really better hear from someone today.
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T Hammer View Drop Down
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Posts: 14 		  Quote T Hammer Quote  Post ReplyReply bullet Posted: 05 Oct 2009 at 5:04pm
If I had to guess it is because they are extremely busy atm. I ordered a new system and it has been delayed because they are so busy. I am guessing this is why you have not heard anything yet.
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Alex View Drop Down
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Posts: 16314 		  Quote Alex Quote  Post ReplyReply bullet Posted: 05 Oct 2009 at 8:00pm
@Agnt, feel free to give us a call to checkup on the status of your system. They are usually opened the same day, but, your unit may be being tested/evaluated already.
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Onkel_Ken View Drop Down
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Posts: 2961 		  Quote Onkel_Ken Quote  Post ReplyReply bullet Posted: 06 Oct 2009 at 8:19pm
Agnt,
 
Have you been able to get an update yet?
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Agnt View Drop Down
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Posts: 30 		  Quote Agnt Quote  Post ReplyReply bullet Posted: 07 Oct 2009 at 9:32am
Onkel_Ken,
 
That would be a big negative. We are now approaching a week since my computer arrived at DS. It was delivered last Thursday at 12:35 p.m. I haven't heard a peep since - no e-mail, no phone call. As nothed above, I was supposed to be contacted upon receipt of my system. If it takes a week to send out an e-mail for receipt of a system that should be #1 priority to get fixed, then that's a big problem. My disappointment is slowly turning to anger. I ordered this thing on September 3rd and I have nothing to show for all the money I paid. I'm really hoping they will do something to make this right because right now I am extremely unhappy with how this whole process has gone.
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Alex View Drop Down
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Posts: 16314 		  Quote Alex Quote  Post ReplyReply bullet Posted: 07 Oct 2009 at 11:31am
I wouldn't assume that nothing is happening with your system and become angry over it.
 
I would recommend contacting us first to see what the status of your RMA is. Contacting every customer for each system that arrives isn't general procedure and the technician working on your system may not have noticed your comments.
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Agnt View Drop Down
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Posts: 30 		  Quote Agnt Quote  Post ReplyReply bullet Posted: 07 Oct 2009 at 12:00pm
>>Once the unit arrives to our facility, you will receive an email stating that we received it, then you will also receive email updates as we work on your system.<<
 
Based upon this statement I believed that it was general procedure. If that is not the case, that's fine. I will make another call tonight and try to speak with someone about what is going on since I haven't gotten a single e-mail update regarding my system.
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