What Can I Expect In Customer Service?Post Date: 2008-07-03 |
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Razor7 
Newbie 
Joined: 01 Jul 2008 Online Status: Offline Posts: 35 |
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 Topic: What Can I Expect In Customer Service?Posted: 03 Jul 2008 at 3:57pm |
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Hello--
Just got my new rig yesterday and set it up last night. It looks like DS forgot to include the software that comes with my optical DVD-RW ROM because there was nothing installed and nothing in the package. Obviously I can't burn CD/DVDs or watch DVDs without it.
I called and left a message this morning, and still haven't heard back, so I'm just wondering what a normal turnaround time for a customer service person to get back to me might be?
Many thanks,
sd
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Alex
Admin Group 
Digital Storm Supervisor 
Joined: 04 Jun 2012 Online Status: Offline Posts: 16314 |
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Posted: 03 Jul 2008 at 5:11pm |
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Razor7, Congrats on your new system. Unfortunately, we do not provide any burning or DVD playback software with the computer, mainly because Vista for example now has that feature built right in. Our optical drives that we purchase from our suppliers do not come with any software.
If you purchased a Light-Scribe optical drive, it will come with a disc that has Light-Scribe software.
Also, in regards to the scratch, give me a call (866-817-8676 EXT 154) and let's see what we can do for you. Most likely if its a panel, we can ship you a replacement on our cost.
If you called and left a voicemail today, please give us a little bit of time. Today has been very busy, since we are closed on 4th of July.
P.S.
To help you out, if you are not using Windows Vista:
Free DVD Playback Software: http://www.maximusdvd.com/
Burn CD/DVD (Inludes Blu-Ray/HD-DVD Support): http://www.cdburnerxp.se/
Warm Regards,
Alex Edited by Alex - 03 Jul 2008 at 5:16pm |
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Alex
Admin Group
Digital Storm Supervisor
Joined: 04 Jun 2012 Online Status: Offline Posts: 16314 |
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Posted: 03 Jul 2008 at 5:30pm |
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Harleyman,
They usually do come with the software. I could be wrong. It is the same software that you can download from (http://www.lightscribe.com/downloadSection/).
If you want me to find you a CD anyways, give me a call and I can check if your drive is suppose to come with a CD.
Regards,
Alex
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Alex
Admin Group
Digital Storm Supervisor
Joined: 04 Jun 2012 Online Status: Offline Posts: 16314 |
Quote Reply
Posted: 03 Jul 2008 at 5:47pm |
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harleyman,
No problem. I just went to our inventory rooms and managed to find you a copy. I slipped in with your computer that is shipping today.
 Regards,
Alex
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Duke
Newbie
Digital Storm Customer Service
Joined: 23 Nov 2007 Online Status: Offline Posts: 262 |
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Posted: 03 Jul 2008 at 7:04pm |
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Sorry to break your heart Mason, but your system got pulled off the shipping table by me. All the servicing is done, it works like a charm. Got all your FSX stuff installed without a hitch, but I forgot to re-make you some new image discs prior. So I had to unistall all the FSX CD's and re-image you some image discs, which takes some time. Sooo, expect your system to ship after the holiday weekend, most likely Monday or Tuesday.
Sorry bud, but enjoy the 4th. 
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SunfighterLC
DS Veteran 
Joined: 18 Feb 2008 Online Status: Offline Posts: 1527 |
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Posted: 03 Jul 2008 at 7:14pm |
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hahahaha....I love cruelty....
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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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Razor7
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Joined: 01 Jul 2008 Online Status: Offline Posts: 35 |
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Posted: 03 Jul 2008 at 7:35pm |
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Thanks for the reply. I actually got a call from Randy around 1/4 to 1:00. He said the same thing and gave me some urls for downloads too.
I am running Windows XP and no Lightscribe. As far as the scratch, it's bearable, and the kind of scratch you might get after having the rig for a year yourself anyway, so just a heads up for your QA dept. The scratch was covered with smeared finger prints like the person who scratched it went, "oh crap, how deep is that?!"
Anyway, I think we're all good here. I installed all of my legacy music gear and SW last night, anti-virus, etc. so the only thing left to install are my games--and that's the fun part. Then I'll put this baby to the test.
Thanks all,
sd
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Alex
Admin Group
Digital Storm Supervisor
Joined: 04 Jun 2012 Online Status: Offline Posts: 16314 |
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Posted: 03 Jul 2008 at 8:01pm |
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I rather have you with a perfect system and no scratch. Is it on a panel? I can mail you a paint touch up pen as well?
Regards,
Alex
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Gary
Groupie 
Joined: 11 Jan 2008 Online Status: Offline Posts: 196 |
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Posted: 04 Jul 2008 at 2:58pm |
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Gotta love the customer support !!!! Keep up the good work guys !!!!
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widdlecat
DS Veteran
Joined: 11 Mar 2008 Online Status: Offline Posts: 840 |
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Posted: 05 Jul 2008 at 2:56pm |
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Awww! Somebody needs a hug!
 It'll be better soon! |
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Razor7
Newbie
Joined: 01 Jul 2008 Online Status: Offline Posts: 35 |
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Posted: 07 Jul 2008 at 12:16pm |
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Well, a touch up pen would be perfect. It is the metal frame of the side panel on the plexi glass side.
Many thanks!!
sd
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Alex
Admin Group
Digital Storm Supervisor
Joined: 04 Jun 2012 Online Status: Offline Posts: 16314 |
Quote Reply
Posted: 08 Jul 2008 at 1:30pm |
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Razor7,
Give me a call, 866-817-8676 EXT 154, and I will take care of it for you.
Cheers,
Alex
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Razor7
Newbie
Joined: 01 Jul 2008 Online Status: Offline Posts: 35 |
Quote Reply
Posted: 08 Jul 2008 at 5:14pm |
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Hello. I just left you a VM message with my home address to mail the pen to.
Many thanks,
sd
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Intel Q9450 Quad Core CPU
NVIDIA nForce 780i SLI Mobo Dual NVIDIA 8800GT 512MB SLIs 4GB Corsair Dominator RAM Dual Raptor SATA 10K HDD |
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Razor7
Newbie
Joined: 01 Jul 2008 Online Status: Offline Posts: 35 |
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Posted: 10 Jul 2008 at 1:04pm |
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*PLEASE BUMP*
Alex--
Still no word from you...  Edited by Razor7 - 10 Jul 2008 at 2:01pm |
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Intel Q9450 Quad Core CPU
NVIDIA nForce 780i SLI Mobo Dual NVIDIA 8800GT 512MB SLIs 4GB Corsair Dominator RAM Dual Raptor SATA 10K HDD |
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Alex
Admin Group
Digital Storm Supervisor
Joined: 04 Jun 2012 Online Status: Offline Posts: 16314 |
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Posted: 10 Jul 2008 at 1:08pm |
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Sorry I didn't get a chance to personally call you back with the tracking number.
I do know for a fact it has either shipped yesterday, or is going out today. Carlos, our shipping manager give me a ring asking about it when I was out with Jason getting furniture for the StormLounge we are opening here soon.
I will make sure I get a tracking number emailed to you by the end of the day.
Cheers,
Alex
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Razor7
Newbie
Joined: 01 Jul 2008 Online Status: Offline Posts: 35 |
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Posted: 10 Jul 2008 at 2:03pm |
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Beautiful. I just want to make sure it isn't sent to my office address, where the rig was sent, after 7/18 and I will not be there any longer...
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Intel Q9450 Quad Core CPU
NVIDIA nForce 780i SLI Mobo Dual NVIDIA 8800GT 512MB SLIs 4GB Corsair Dominator RAM Dual Raptor SATA 10K HDD |
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Alex
Admin Group
Digital Storm Supervisor
Joined: 04 Jun 2012 Online Status: Offline Posts: 16314 |
Quote Reply
Posted: 10 Jul 2008 at 7:11pm |
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I just checked. It's now in route to your billing address with a ETA of this Monday for delivery.
Regards,
Alex Edited by Alex - 10 Jul 2008 at 7:11pm |
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Razor7
Newbie
Joined: 01 Jul 2008 Online Status: Offline Posts: 35 |
Quote Reply
Posted: 10 Jul 2008 at 7:24pm |
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Boom boom!
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Intel Q9450 Quad Core CPU
NVIDIA nForce 780i SLI Mobo Dual NVIDIA 8800GT 512MB SLIs 4GB Corsair Dominator RAM Dual Raptor SATA 10K HDD |
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Razor7
Newbie
Joined: 01 Jul 2008 Online Status: Offline Posts: 35 |
Quote Reply
Posted: 14 Jul 2008 at 5:54pm |
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Alex--
Can I get the tracking number from you?
Thanks,
sd
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Intel Q9450 Quad Core CPU
NVIDIA nForce 780i SLI Mobo Dual NVIDIA 8800GT 512MB SLIs 4GB Corsair Dominator RAM Dual Raptor SATA 10K HDD |
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Alex
Admin Group
Digital Storm Supervisor
Joined: 04 Jun 2012 Online Status: Offline Posts: 16314 |
Quote Reply
Posted: 14 Jul 2008 at 6:29pm |
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I just re-emailed it from our [email protected] Look's like you missed the delivery:
Warm Regards,
Alex
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Razor7
Newbie
Joined: 01 Jul 2008 Online Status: Offline Posts: 35 |
Quote Reply
Posted: 14 Jul 2008 at 6:55pm |
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Yes, thank you. I did get the email with the tracking number, but you shipped the package needing a signature and no one is going to be there tomorrow to sign either.
I called UPS and they said that the shipper is the only one that can change the instructions to remove the signature required--I can't. Can you guys do that? I understand a signature would be necessary for rig, but a pen should be OK to just leave on my doorstep.
Thanks,
sd
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Intel Q9450 Quad Core CPU
NVIDIA nForce 780i SLI Mobo Dual NVIDIA 8800GT 512MB SLIs 4GB Corsair Dominator RAM Dual Raptor SATA 10K HDD |
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Alex
Admin Group
Digital Storm Supervisor
Joined: 04 Jun 2012 Online Status: Offline Posts: 16314 |
Quote Reply
Posted: 14 Jul 2008 at 7:13pm |
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I understand, the reason is 99% of our packages are either a computer, computer part, or a laptop. The system is set to make every package signature required for financial reasons.
The last thing we need is to have a package shipped to a customer and be sent without a signature request. (Humans can make mistakes).
Sorry if that was a hassel, I thought your request to have the shipping address changed would solve that issue.
Warm Regards,
Alex
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