• Report: #74733

Complaint Review: V2Premier, Viscom, Shop NBC

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  • Submitted: Wed, December 10, 2003
  • Updated: Sun, March 07, 2004

  • Reported By:Perrysburg Ohio
V2Premier, Viscom, Shop NBC
4064 Peavey Rd. Chaska, Minnesota U.S.A.

V2Premier, Viscom, Shop NBC ripoff, dishonest, fraud, sneaky, lemon Chaska Minnesota

*Consumer Comment: What about the shady sales pitch?

*UPDATE EX-employee responds: Inside Information on Viscom, time limit of 15 minutes when technical support is called

*UPDATE EX-employee responds: Inside Information on Viscom, time limit of 15 minutes when technical support is called

*UPDATE EX-employee responds: Inside Information on Viscom, time limit of 15 minutes when technical support is called

*UPDATE EX-employee responds: Inside Information on Viscom, time limit of 15 minutes when technical support is called

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We purchased the V2Premier computer system for $2,000.00 on Shop NBC. My husband is knowledgable about computers and said it was a great deal. Little did we know that we were conned.

The computer worked ok until the 30 day mark hit. Low and behold, we had numerous problems and found it to be very difficult to get technicians to call us back. On many occasions we were told by a representative that a technician would call us within 24 hours. Most of the time that never happened and we would have to call back. A few times we were actually able to talk to a technician and would set up appointments to have the computer looked at. Then, we would get stood up. Once a technician was able to come look at the computer, they informed us that the motherboard was bad.

We shipped the motherboard back once we finally received the authorized shipping label. When we received the new motherboard, which we were told had to be installed in a timely fashion, it took quite a while to get ahold of anybody to come and install it.

Each time a technician came to our home to look at the computer, they themselves told us what junk the computer was, but told us they couldn't go on record saying so in fear of losing business.

At one point we were so frustrated that we spent an additional $100 and shipped the computer back ourselves. To our dismay, Viscom refused our shipment due to an unautorized shipping label.

We proceeded to contact Viscom and Shop NBC and even offered to pay for the computer in whole if they replaced the lemon that was sent to us. They would not go for that.

Lo and behold we had another problem with the computer and the technician that came out somehow was able to get Viscom to agree to send a shipping label to send the tower back. We used this opportunity to send the whole computer back. We took pictures of the contents of the box for proof that it was packaged correctly.

Today we received a letter dated 11/18/03 (today's date is 12/10/03) stating that we sent the whole system back without proper authorization, and due to insufficient packaging, the computer was "damaged". They also stated that if we do not contact them within 90 days, that our warranty will be null and void and that Viscom will no longer be responsible for the computer.

I am positive that they sent the letter to a wrong address in hopes of stalling the arrival of the letter due to the 90 day time frame. It just so happens that the address they originally sent it to was the address of my husbands ex-wife, who in turn mailed it to us. Might I add that Viscom was never given that address from us, and that they have our current address as they sent the authorized shipping label for the tower to our new home. This just shows how sneaky this rip-off of a company is.

Gilbert
Perrysburg, Ohio
U.S.A.

This report was posted on Ripoff Report on 12/10/2003 07:53 PM and is a permanent record located here: http://www.ripoffreport.com/r/V2Premier-Viscom-Shop-NBC/Chaska-Minnesota-55318/V2Premier-Viscom-Shop-NBC-ripoff-dishonest-fraud-sneaky-lemon-Chaska-Minnesota-74733. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 Consumer Comment

What about the shady sales pitch?

AUTHOR: Andrew - (U.S.A.)

Hi John,

What do you think of your ex- "President," Jim Peterson as Big Mike calls him.

He keeps saying for the viewers to "trust" his expertise in computers.. yeah right. he's a Sales guy! What else is he gonna say?

As for "all cables included," the only one that is normally not included in retail is the printer cable, but he implies that NO CABLES are included at all from a retail store.. even HE does not INCLUDE the Ethernet cable.

Also, he claims that he "gives" $2700 worth of software out and retails gives ZERO software... Even if that is the case, most if no all computers in retail include Windows XP, which has a bunch of software for you to do stuff with it... so , again, he is such a liar...

I could go on and on about his sales pitch, but do you have all day? heh...

What do you viewers out there think about his show and that Big Mike guy?

PS. I sent big Mike an email explaining some of these things and he never replied and my mail bounches back (bigmike@shopnbc.com).. great filter there "big Mike." What a loser, I guess he cant handle the truth....
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#2 UPDATE EX-employee responds

Inside Information on Viscom, time limit of 15 minutes when technical support is called

AUTHOR: John - (U.S.A.)

I am an ex-employee of Viscom Technology Group. The reason that customers cannot get answers to their questions and receive very poor customer service, is because there is a time limit of 15 minutes when technical support is called. Viscom tells their technicians to "get off the phone as fast as you can with the current customer, and get to the next call".

They also tell the technicians to "say anything to the customer that sounds like it will fix the problem in order to get them off the phone faster."

Some problems take a lot more time than 15 minutes to solve. The problem is even worse now because Viscom just laid off almost 50% of their call center staff in January 2004, one of them being myself. This also results in a 30 minute or longer hold time in the evenings when the call center is at it's busiest. If you don't want to wait on hold, call during the daytime hours between 7am and 3pm CST.

Viscom's hardware support is located in Georgia. a company called Warranty Corporation of America or WACA as Viscom refers to them. There is no communication between software support (where I worked) and hardware support. WACA's technicians not only fix computers, but they fix things like refrigerators too.

Most of the time WACA's hardware technicians are NOT certified to even work on a personal computer. DO NOT SEND YOUR V2PREMIER IN FOR AN IN-HOUSE REPAR OR GET IT SWAPPED, NO MATTER HOW MUCH THE PERSON ON THE PHONE TELLS YOU TO DO THIS DURING THE FIRST 30 DAYS OF OWNERSHIP.

I know for a fact that customer's are told they will get a new computer, but end up getting the same system back that they sent in for a swap or repair in the first place, and the problem is not fixed.

There are only 3 technicians working on systems that are sent to Viscom for repair. When Viscom gets about 25 of these requests per day, there is only a very short amount of time the technician can work on the systems coming in for repair. These technicians are NOT certified to work on personal computers.

It is a lot less hassle to take your V2Premier system to a computer repair place (Best Buy, Computer Rennissance) to get it fixed and fixed right by an A+ certified technician. Viscom is trying to squeeze every bit of productivity it can out of a very small workforce, thus a lot of mistakes and a lot of very angry people that Viscom management has to make excuses for. This is not a good way at all to do business with anyone, especially someone who spends $2,500 for a system that is supposed to work "right out of the box". Personally, I hope that somebody will start a class-action lawsuit against Viscom, and put them out of business for good.

By the way another interesting thing about Viscom is that the computers they market are put together by a company called EDS in California. Viscom just tells EDS which software to install and ship with the system and slaps the V2Premier name on it. Viscoms systems are low quality and sub-standard technical support and service.
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#3 UPDATE EX-employee responds

Inside Information on Viscom, time limit of 15 minutes when technical support is called

AUTHOR: John - (U.S.A.)

I am an ex-employee of Viscom Technology Group. The reason that customers cannot get answers to their questions and receive very poor customer service, is because there is a time limit of 15 minutes when technical support is called. Viscom tells their technicians to "get off the phone as fast as you can with the current customer, and get to the next call".

They also tell the technicians to "say anything to the customer that sounds like it will fix the problem in order to get them off the phone faster."

Some problems take a lot more time than 15 minutes to solve. The problem is even worse now because Viscom just laid off almost 50% of their call center staff in January 2004, one of them being myself. This also results in a 30 minute or longer hold time in the evenings when the call center is at it's busiest. If you don't want to wait on hold, call during the daytime hours between 7am and 3pm CST.

Viscom's hardware support is located in Georgia. a company called Warranty Corporation of America or WACA as Viscom refers to them. There is no communication between software support (where I worked) and hardware support. WACA's technicians not only fix computers, but they fix things like refrigerators too.

Most of the time WACA's hardware technicians are NOT certified to even work on a personal computer. DO NOT SEND YOUR V2PREMIER IN FOR AN IN-HOUSE REPAR OR GET IT SWAPPED, NO MATTER HOW MUCH THE PERSON ON THE PHONE TELLS YOU TO DO THIS DURING THE FIRST 30 DAYS OF OWNERSHIP.

I know for a fact that customer's are told they will get a new computer, but end up getting the same system back that they sent in for a swap or repair in the first place, and the problem is not fixed.

There are only 3 technicians working on systems that are sent to Viscom for repair. When Viscom gets about 25 of these requests per day, there is only a very short amount of time the technician can work on the systems coming in for repair. These technicians are NOT certified to work on personal computers.

It is a lot less hassle to take your V2Premier system to a computer repair place (Best Buy, Computer Rennissance) to get it fixed and fixed right by an A+ certified technician. Viscom is trying to squeeze every bit of productivity it can out of a very small workforce, thus a lot of mistakes and a lot of very angry people that Viscom management has to make excuses for. This is not a good way at all to do business with anyone, especially someone who spends $2,500 for a system that is supposed to work "right out of the box". Personally, I hope that somebody will start a class-action lawsuit against Viscom, and put them out of business for good.

By the way another interesting thing about Viscom is that the computers they market are put together by a company called EDS in California. Viscom just tells EDS which software to install and ship with the system and slaps the V2Premier name on it. Viscoms systems are low quality and sub-standard technical support and service.
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#4 UPDATE EX-employee responds

Inside Information on Viscom, time limit of 15 minutes when technical support is called

AUTHOR: John - (U.S.A.)

I am an ex-employee of Viscom Technology Group. The reason that customers cannot get answers to their questions and receive very poor customer service, is because there is a time limit of 15 minutes when technical support is called. Viscom tells their technicians to "get off the phone as fast as you can with the current customer, and get to the next call".

They also tell the technicians to "say anything to the customer that sounds like it will fix the problem in order to get them off the phone faster."

Some problems take a lot more time than 15 minutes to solve. The problem is even worse now because Viscom just laid off almost 50% of their call center staff in January 2004, one of them being myself. This also results in a 30 minute or longer hold time in the evenings when the call center is at it's busiest. If you don't want to wait on hold, call during the daytime hours between 7am and 3pm CST.

Viscom's hardware support is located in Georgia. a company called Warranty Corporation of America or WACA as Viscom refers to them. There is no communication between software support (where I worked) and hardware support. WACA's technicians not only fix computers, but they fix things like refrigerators too.

Most of the time WACA's hardware technicians are NOT certified to even work on a personal computer. DO NOT SEND YOUR V2PREMIER IN FOR AN IN-HOUSE REPAR OR GET IT SWAPPED, NO MATTER HOW MUCH THE PERSON ON THE PHONE TELLS YOU TO DO THIS DURING THE FIRST 30 DAYS OF OWNERSHIP.

I know for a fact that customer's are told they will get a new computer, but end up getting the same system back that they sent in for a swap or repair in the first place, and the problem is not fixed.

There are only 3 technicians working on systems that are sent to Viscom for repair. When Viscom gets about 25 of these requests per day, there is only a very short amount of time the technician can work on the systems coming in for repair. These technicians are NOT certified to work on personal computers.

It is a lot less hassle to take your V2Premier system to a computer repair place (Best Buy, Computer Rennissance) to get it fixed and fixed right by an A+ certified technician. Viscom is trying to squeeze every bit of productivity it can out of a very small workforce, thus a lot of mistakes and a lot of very angry people that Viscom management has to make excuses for. This is not a good way at all to do business with anyone, especially someone who spends $2,500 for a system that is supposed to work "right out of the box". Personally, I hope that somebody will start a class-action lawsuit against Viscom, and put them out of business for good.

By the way another interesting thing about Viscom is that the computers they market are put together by a company called EDS in California. Viscom just tells EDS which software to install and ship with the system and slaps the V2Premier name on it. Viscoms systems are low quality and sub-standard technical support and service.
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#5 UPDATE EX-employee responds

Inside Information on Viscom, time limit of 15 minutes when technical support is called

AUTHOR: John - (U.S.A.)

I am an ex-employee of Viscom Technology Group. The reason that customers cannot get answers to their questions and receive very poor customer service, is because there is a time limit of 15 minutes when technical support is called. Viscom tells their technicians to "get off the phone as fast as you can with the current customer, and get to the next call".

They also tell the technicians to "say anything to the customer that sounds like it will fix the problem in order to get them off the phone faster."

Some problems take a lot more time than 15 minutes to solve. The problem is even worse now because Viscom just laid off almost 50% of their call center staff in January 2004, one of them being myself. This also results in a 30 minute or longer hold time in the evenings when the call center is at it's busiest. If you don't want to wait on hold, call during the daytime hours between 7am and 3pm CST.

Viscom's hardware support is located in Georgia. a company called Warranty Corporation of America or WACA as Viscom refers to them. There is no communication between software support (where I worked) and hardware support. WACA's technicians not only fix computers, but they fix things like refrigerators too.

Most of the time WACA's hardware technicians are NOT certified to even work on a personal computer. DO NOT SEND YOUR V2PREMIER IN FOR AN IN-HOUSE REPAR OR GET IT SWAPPED, NO MATTER HOW MUCH THE PERSON ON THE PHONE TELLS YOU TO DO THIS DURING THE FIRST 30 DAYS OF OWNERSHIP.

I know for a fact that customer's are told they will get a new computer, but end up getting the same system back that they sent in for a swap or repair in the first place, and the problem is not fixed.

There are only 3 technicians working on systems that are sent to Viscom for repair. When Viscom gets about 25 of these requests per day, there is only a very short amount of time the technician can work on the systems coming in for repair. These technicians are NOT certified to work on personal computers.

It is a lot less hassle to take your V2Premier system to a computer repair place (Best Buy, Computer Rennissance) to get it fixed and fixed right by an A+ certified technician. Viscom is trying to squeeze every bit of productivity it can out of a very small workforce, thus a lot of mistakes and a lot of very angry people that Viscom management has to make excuses for. This is not a good way at all to do business with anyone, especially someone who spends $2,500 for a system that is supposed to work "right out of the box". Personally, I hope that somebody will start a class-action lawsuit against Viscom, and put them out of business for good.

By the way another interesting thing about Viscom is that the computers they market are put together by a company called EDS in California. Viscom just tells EDS which software to install and ship with the system and slaps the V2Premier name on it. Viscoms systems are low quality and sub-standard technical support and service.
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