VelocityMicro piss poor service Ripoff Richmond Virginia

Do not make the mistake of ordering a system from VelocityMicro.com. I've never experienced such poor customer service and product integrity in my life.

July 30 read glowing recommendations for Velocity Micro, went online and ordered a high end machine for video processing. Also paid through the nose for a 3-year 24/7 on site service and support plan. Total came to close to $4K.

August 12 custom-built system arrived. Shiny.

August 15 my computer guy put the system together, had to reinstall OS immediately. Paid for way too many hours of his time, but system is fast, fast, fast.

August 15-19 system reboots itself without warning or error messages, sometimes several times an hour.

August 20 I called tech support at 9am. TSE had me download a utility and run it, said to call back when done. 12 hours later, utility was still running. Called back, logged an incident for immediate callback. Called back again at midnight to report no callback.

August 21 still no callback. Called again around 6pm to report no callback. They claimed someone had called me just after midnight. Funny, phone never rang.

August 22 filed BBB complaint.

August 23 phoned corporate headquarters, was transferred to CS Manager, Chip Lowell. He claimed to be appalled at service. Wanted me to pack up the system and ship back. So I said what about the support plan I paid for? Well, even if he sent out a tech to my house, it would probably need to be shipped back anyway. I explained that I would have to hire someone to pack the system up for me (recent hand surgery). After much argument on my part, he finally agreed to build a new system and cross-ship, so I would only have to have my computer guy out one more time. Sounded good. I asked Chip to be sure to test this new system, didn't want a recurrence of the rebooting problem, and he agreed.

September 12 second system arrives. My living room looks like a warehouse. J

September 17 my computer guy tried to install the new system. System won't even boot. Call Tech Support. Tech says this is a known issue with many of their systems (!!!). Relay to Tech my situation, he says he will have Chip call me on Monday.

September 19 surprise, surprise, not a peep from Chip.

September 20 call Chip. He thought I was supposed to call him. Discuss third machine. Ask him to personally check it himself before it goes out the door, he agrees. He says someone from CS will call me immediately about call tag for second unit. No call about call tag.

September 21 in complete disgust, I just left Chip a message about my complete loss of faith in him and his company and requested a full refund and someone to pick up these two useless systems.

Kathy
South San Francisco, California
U.S.A.

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