ZipZoomFly,
I'd like to state for the record my dissatisfaction with your service.
I called in this RMA and told Jennifer Lee ([email protected]) what my problem was. I ordered an Asus A8V Deluxe K8T800 Pro motherboard and AMD Athlon 64 3500+ combo. I installed it into my system, specs listed below:
XFX nVidia GeForce 6800 GT 256MB DDR3 AGP 8x GPU
500W Zpower Elements PSU
60GB Maxtor IDE Drive
40GB Seagate IDE Drive
52x32x52 LiteOn CD-R
32x generic cdrom
512MB Kingston CAS3 DDR400
I ran Doom 3 and tested the framerate, which was approximately 30-40fps. For example, in the first level, looking at the dropship after the opening cutscene would render 30 frames per second. I got ~19000 3dmarks in 3dmark01, where the same systems would test around 25000-30000. This is completely unacceptable. I put my video card into a friend's socket 754 AMD Athlon 3400 machine with 512MB CAS2 DDR400 and Doom3 ran at 150 fps. Therefore, it is not my video card that is defective. I swapped out the power supply for a name brand, no change in performance. I removed my extra CDROM drive, HDD and even a case fan to see if there was adequate power. No change. I swapped out my friend's CAS2 ram and tested. No change. I reinstalled windows twice, updated every single driver and the bios for the motherboard. No change.
I spent over four hours a day for an entire week trying to figure out what the hell was causing this bottleneck. After I eliminated every single possibility, I called your customer service for an RMA. I explained all of what I just wrote in this email to Jennifer, expecting it to be written in a report. I sent my order back and it was received on the 16th of February.
I called yesterday and spoke with your customer service staff. They told me that the products checked out fine, that Henry had sent me a test results email, asking what to do with the order. Since I had not replied, they sent it back to me.
I NEVER RECEIVED ANY TEST RESULTS EMAIL. I asked to speak with the technician. I told him what the problem was and asked him if he had tested the video chipset. He said "No." I asked him, did you see in the report that it says what the problem was, that I was having poor video performance? He said that there wasn't anything in the report about it. I asked him if I should refuse the package when it comes to my house so he can test it again. He said, "Test it again and give us a call back if the problem still exists." I asked him to forward me the test results (the forwarded email is attached), because I never received them in the first place. Looking at them, all I can see is the same stuff I looked at to make sure my CPU was running at full speed. Of course it is running at full speed. That's not the problem, I said. The problem is with the video chipset. He said, again, "Test it again and give us a call back if the problem still exists." "You still do not understand," I said.
I told him that I tested it for a week, four hours a day. That is over a day of my life wasted trying to figure out what the hell is wrong with a $400 motherboard/cpu combo with a $400 video card. This thing should be fast. Burning rubber fast.
He said, "Test it again and give us a call back if the problem still exists. If it still doesn't work, call us and we will send you a return shipping label so you don't have to pay shipping." Fine.
I have three huge problems with your service:
1. When I called in the RMA, my problem was never logged so the technician knew what to test.
2. The technician never sent the test results to me, so I could not call back in time to talk about it before it was sent back to me.
3. I was given the run around on the phone with the technician, told to test it again several times (Are you kidding me? I tested it for a week. How in the hell could one test with CPU-Z, a meager software program, fix my VIDEO CHIPSET ISSUE?), and then return it again for more testing.
After burning away ~28 hours of my life testing this faulty hardware and now wasting $15 for shipping it back and over two weeks and waiting for this completely unacceptable service and response, I am more frustrated and dissatisifed with your service, support and technicians than I have been with any company, ever.
Please do something about this. I spent a lot of money purchasing hardware from your company to receive nothing but a broken motherboard and terrible customer service.
/sig
I'd like to state for the record my dissatisfaction with your service.
I called in this RMA and told Jennifer Lee ([email protected]) what my problem was. I ordered an Asus A8V Deluxe K8T800 Pro motherboard and AMD Athlon 64 3500+ combo. I installed it into my system, specs listed below:
XFX nVidia GeForce 6800 GT 256MB DDR3 AGP 8x GPU
500W Zpower Elements PSU
60GB Maxtor IDE Drive
40GB Seagate IDE Drive
52x32x52 LiteOn CD-R
32x generic cdrom
512MB Kingston CAS3 DDR400
I ran Doom 3 and tested the framerate, which was approximately 30-40fps. For example, in the first level, looking at the dropship after the opening cutscene would render 30 frames per second. I got ~19000 3dmarks in 3dmark01, where the same systems would test around 25000-30000. This is completely unacceptable. I put my video card into a friend's socket 754 AMD Athlon 3400 machine with 512MB CAS2 DDR400 and Doom3 ran at 150 fps. Therefore, it is not my video card that is defective. I swapped out the power supply for a name brand, no change in performance. I removed my extra CDROM drive, HDD and even a case fan to see if there was adequate power. No change. I swapped out my friend's CAS2 ram and tested. No change. I reinstalled windows twice, updated every single driver and the bios for the motherboard. No change.
I spent over four hours a day for an entire week trying to figure out what the hell was causing this bottleneck. After I eliminated every single possibility, I called your customer service for an RMA. I explained all of what I just wrote in this email to Jennifer, expecting it to be written in a report. I sent my order back and it was received on the 16th of February.
I called yesterday and spoke with your customer service staff. They told me that the products checked out fine, that Henry had sent me a test results email, asking what to do with the order. Since I had not replied, they sent it back to me.
I NEVER RECEIVED ANY TEST RESULTS EMAIL. I asked to speak with the technician. I told him what the problem was and asked him if he had tested the video chipset. He said "No." I asked him, did you see in the report that it says what the problem was, that I was having poor video performance? He said that there wasn't anything in the report about it. I asked him if I should refuse the package when it comes to my house so he can test it again. He said, "Test it again and give us a call back if the problem still exists." I asked him to forward me the test results (the forwarded email is attached), because I never received them in the first place. Looking at them, all I can see is the same stuff I looked at to make sure my CPU was running at full speed. Of course it is running at full speed. That's not the problem, I said. The problem is with the video chipset. He said, again, "Test it again and give us a call back if the problem still exists." "You still do not understand," I said.
I told him that I tested it for a week, four hours a day. That is over a day of my life wasted trying to figure out what the hell is wrong with a $400 motherboard/cpu combo with a $400 video card. This thing should be fast. Burning rubber fast.
He said, "Test it again and give us a call back if the problem still exists. If it still doesn't work, call us and we will send you a return shipping label so you don't have to pay shipping." Fine.
I have three huge problems with your service:
1. When I called in the RMA, my problem was never logged so the technician knew what to test.
2. The technician never sent the test results to me, so I could not call back in time to talk about it before it was sent back to me.
3. I was given the run around on the phone with the technician, told to test it again several times (Are you kidding me? I tested it for a week. How in the hell could one test with CPU-Z, a meager software program, fix my VIDEO CHIPSET ISSUE?), and then return it again for more testing.
After burning away ~28 hours of my life testing this faulty hardware and now wasting $15 for shipping it back and over two weeks and waiting for this completely unacceptable service and response, I am more frustrated and dissatisifed with your service, support and technicians than I have been with any company, ever.
Please do something about this. I spent a lot of money purchasing hardware from your company to receive nothing but a broken motherboard and terrible customer service.
/sig
ics: of Jennifer.Lee?
