Everex Computers Ripoff Horrible Customer Service Tech Support Fremont California

On October 14, 2005, we went to Sam's Club to purchase the Everex Explora GS28.

That same evening, my husband put together the computer system, having no problems with hardware or software. So far so good. However, when he turned on the system, the monitor was flickering. He tested on another monitor and his laptop and found no problems. He called the Everex tech support phone number talked to a tech, who confirmed that it was a bad monitor. He was informed that a new monitor would be shipped immediately and that we could expect delivery in 7 days (October 21). Although we were excited to use the new computer, we agreed that 7 days wasn't too bad to wait for a monitor. We like the computer system and the specifications met our needs, so we did not feel we needed to return the product to Sam's.

On October 21st, there was no delivery of a new monitor by Everex. We waited until the weekend was over, hoping to receive a delivery on a Saturday. No such luck.

On October 24th, my husband called Everex tech support again, and after some confusion on our account, was told that the monitors for our particular model was on back order - a delivery date was unknown....Yes, that is EXACTLY what the tech person said to my husband. "Delivery Date unknown." There was absolutely NO flexibily on Everex's part as far as offering alternatives to resolve this issue. My husband asked if it was possible to send us a voucher to go out and buy a monitor ourselves, and this fell on deaf ears. The response to our suggestion was to pack up the computer and return it to Sam's.

That response, as you can imagine, did not sit well with us. We had already discarded the box in which the computer came in, and we were NOT about to be inconvenienced again, especially by this company and their lack of customer service skills.

After receiving this news, we went out and purchased a new monitor on our own. This was already 10 DAYS that we were unable to use a brand new computer system. I hope you can appreciate how discouraging this was for us.

On October 31st, we STILL had not received the new monitor from Everex. I would like to point out that at NO TIME during this period did we receive a PROACTIVE call from Everex. All of the calls to check on monitor delivery status were initiated by us, their customers. I am a Customer Service manager for an insurance company, and this behaviour is completely unacceptable. Everex already has an unsatisfied customer - they should have done everything that is necessary to keep that customer's trust - at a MINIMUM...initiate status calls regarding the monitor delivery. We would have been less dissatisfied if someone at Everex called us just to say the monitors have not arrived yet, but we'll keep you updated. That's all we needed to hear - but did not.

We FINALLY received the new monitor on Friday , 11/4 - 3 weeks after the purchase of a brand new computer system. No call from Everex yet to see if we received it or that everything is in order. We did receive, however a letter from Paul C. Kim the Director of Marketing from Everex who also shipped us out a Flat Screen Monitor - 1st great thing coming out of Everex.

Now, 4 months later, on March 3rd, the CD burner on this same system stopped working. Called Everex again and here we are March 15th still waiting to see the status on the shipment - same BS run around from Tech Support and although Paul Kim stated in his 11/16/05 letter that our feedback "has brought to our attention the true magnitude of the situation and (that) appropriate measure will be taken" on their level of customer service, we wonder how much of that was a bandaid for our situation. NEVER, EVER AGAIN will we purchase Everex products or recomment this product to anyone. Product satisfaction is not only for the product itself but for the service post sale. Everex needs to learn many lessons on what true customer service and customer satisfaction means.

Gerry
Independence, Missouri
U.S.A.