Maingear Sales

[Suiciety]

I thought I would post a slightly negative experience with one of your customer sales associates/reps.

I called yesterday morning to purchase a computer mainly because I had some questions and needed advice. Sadly, all the rep wanted to do was upsell me on a better graphics card (285 vs. 250) and wasn't really interested in my purchase even though I told him several times I'm ready to place the order over the phone. He got me to the online portion of filling out the order and I said to him...ummm...I have you on the phone cant you take it down and bill my card? I'm ready to make a purchase now. He mumbled something and said it's just easier if I did it myself. I thanked him for his help and time (he was very helpful with other choices: RAM, Sound Card, Network Card) and said I'll complete the order. Well...I thought about it and decided against it.

From the very beginning I told him I only play WoW and will be playing Champions Online next month and that's it. So I was perplexed why he kept pushing a card that I obviously didn't need. And something else threw me off...he said my build would take a minimum of 3 1/2 weeks. If true, that's an awful long time. Perhaps I'm ignorant about the build phase (and I very well maybe), but I would think a non-beast of computer like mine could be completed within 2 weeks or less depending on how many orders you receive daily/weekly.

I'm still tempted to purchase the rig mainly because of your excellent reputation, but I'm still somewhat hesitant and wondering if I should take my business elsewhere.

Sorry for the semi-rant.

[ChrisMorley]

Hi, thanks for your feedback. I'm very sorry you didn't get the level of service you needed. Could you please email me a phone number where I could reach you so I may speak to you a bit more about it?

Thanks!

chris AT maingear DOT com

[ChrisMorley]

And for the record, it is MAINGEAR policy never to upsell a customer unless the customer absolutely needs the part. In fact we routinely guide customers to less expensive configurations if we see they are needlessly spending money on components that will not enhance their computing experience.

And just so people know, we have zero sales staff. When you call in, you are talking to either service or build technicians. Sometimes you may even get me on the horn if we're busy. Nobody is on commission here and we instruct our staff to maintain a zero-pressure demeanor on the phone. We take this very seriously.

As to build times, everything we do is built to order. And yes, sales are way up right now. We cannot compromise how we build our systems though, and that takes time to make sure each and every one gets the attention necessary to ensure a rock-solid experience.

[sjjohns23]

What size monitor do you have and what resolution are you planning on gaming at? I find it hard to believe a 250 will be enough for Champions online unless you're on a 19" monitor. If you're running a 22" at 1680 x 1050 you'll definitely want a GTX 275 to have all the eye candy turned on in games. That's my 0.02 cents.

[Gus]

Hello Suiciety,

My name is Gustavo, and I'm a technician here at MAINGEAR. I'm also the person who spoke to you on the phone regarding the order you were thinking about placing. To clarify my intentions, I always like a customer to be fully informed about component selection before they make a decision. This is a large investment, and I believe it to be in your best interest to know you got exactly what you needed. Having said that, I still believe you would have had a better experience now and down the road with a GTX 285. To put it simply, you're going to use a 22" monitor at it's native resolution, 1680x1050, and I wouldn't want a GTS 250 for World of Warcraft. Yes, it would be playable, but I always think a little extra isn't going to hurt.

With regards to you placing the order on the phone, I always feel a customer is more comfortable inputting their personal information themselves rather than giving it over to a stranger on the phone. I tend to walk customers through the checkout process never asking for their information. If I were to take down your info, I would be putting it into the same exact order form on the site. Really the work is all the same and I go through the list right along with you. I would just rather someone feel safe than worry about something like that.

Secondly, the 3 1/2 week lead time isn't how long it's going to take to build your system. It's how long it's going to take to get to your system. We don't discriminate an order by it's cost, it simply get's put in the queue in the order it was received. Everybody waits, and when we get to your system we let you know by phone and by e-mail. The builder actually introduces themselves and gives you further status updates until it ships. The build only takes a day with configuration of the operating system. Then the system goes into testing which can take another few days. All in all, once started, a system leaves within a week. As Chris put is, we're not going to compromise how we build our systems, it is our reputation that is always on the line. We build systems and we build them well and we hope to build your dream machine just as well. Please accept my apologies, and please let us know if there's anything else we can do for you.

[sjjohns23]

Gus is correct. Nobody is going to recommend you getting a GTS 250 using a 22" monitor. The minimum recommendation on that monitor will be a GTX 275. You will not be satisfied with the performance of your games if you choose a GTS 250. You don't have to take my word for it or anybody on this forum for that matter. Ask at any of the other boutique builders you mentioned in your post. You can find 100 posts on the Digital storm forums recommending the same exact thing.

[ChrisMorley]

Not to pile on here, but I have a 22" (1680x1050) monitor and a GTX 280 and I wouldn't want to have anything less.

[Everett]

Speaking of resolutions, even at 20" 1680 x 1050 I'd still use a 275 and above.

Feel 250 is more so adapted to the 1440x900 res.

[Suiciety]

Thanks everyone for your replies. And Gus is correct, he did explain that to me towards the middle of the call (re monitor size). I just didn't understand why initially he was recommending the 285 card and towards the end I was kinda flaking back and forth between the cards.

He didn't do anything wrong, I just didn't think he wanted my business when I wanted to make the purchase. Again, that could have been more me than him and I apologize for any misunderstanding. :)

I now have a clear understanding of the differences in cards and see why I may need to opt for a 285.

Having said that...but damn...! Did I understand correctly that my order would sit in a que for approx 3 weeks before you even get around to building it?

Again, thank you all and my apologies again, Gus.

[Suiciety]

Hi, thanks for your feedback. I'm very sorry you didn't get the level of service you needed. Could you please email me a phone number where I could reach you so I may speak to you a bit more about it?

Thanks!

chris AT maingear DOT com

Chris, I tried to e-mail you, but that function is disabled for you. It says I cannot e-mail.

[wallace.santos]

Suiciety,

Feel free to contact me if you need anything. wallace at maingear.com

[ChrisMorley]

Chris, I tried to e-mail you, but that function is disabled for you. It says I cannot e-mail.

Ah yeah, that's a spam protection thing...if you manually input my email address listed above into your email program you'll get me...

[ChrisMorley]

Thanks everyone for your replies. And Gus is correct, he did explain that to me towards the middle of the call (re monitor size). I just didn't understand why initially he was recommending the 285 card and towards the end I was kinda flaking back and forth between the cards.

He didn't do anything wrong, I just didn't think he wanted my business when I wanted to make the purchase. Again, that could have been more me than him and I apologize for any misunderstanding. :)

I now have a clear understanding of the differences in cards and see why I may need to opt for a 285.

Having said that...but damn...! Did I understand correctly that my order would sit in a que for approx 3 weeks before you even get around to building it?

Again, thank you all and my apologies again, Gus.

Up to, yes...and if you were to order one of our tricked out ePhex Elites (which is popular right now) - you'd be waiting even longer due to the extreme custom nature of it.

Our build times are longer than the commodity PC makers, yes, but it's about average for the boutique PC business. 4-5 weeks seems to be the max I see out there, and sometimes we can turn systems around in 2.

It's like getting in line to take delivery of a Ferrari...

[Drunkengeko]

the wait goes by quick. you wont be disappointed thats for sure

[Suiciety]

Chris,

I e-mailed you per your request. :)

[ChrisMorley]

Great talking with you today - I'm confident the last bit of frustration you'll have with us is deciding whether to buy a F131 or Prelude 2. ;)

[Suiciety]

It was great talking with you as well, Chris!

Now I have bigger worries (as you alluded to, heh). And it is called Ephex. I really heart the look of it and want that side panel with shiny blue or green or red lights. I think I may prefer red only cuz redrum keeps popping into my head. (6)

Is the Ephex worth getting if I bump it down to a single graphics card (285)?

Bah! I can't get the copy and paste to work. Serves me right for posting while having way too many drinks after a night out on the town. *I've had to correct my spelling and grammar at least 5x now, lol.

Exterior Finish: Black Brushed Aluminum Finish
Included
Chassis Window and Lighting: Translucent Window Side Panel w/ Red LED Lighting Bundle
$99.00
M.A.R.C. my MAINGEAR: No, don't laser etch my system!
Included
Power Supply: 750W Silencer S75QB PC Power & Cooling
Included
Graphics Accelerator: NVIDIA® GeForce™ GTX 285 1GB GDDR3 w/ PhysX
$85.00
Motherboard: Asus P6T Intel X58 Chipset SLI and CrossFire Ready
Included
Processor: Intel® Core™ i7-920 2.66GHz
Included
Processor Cooling: Intel Retail Quiet Cooler
Included
Memory: 6GB Kingston HyperX Triple Channel 1600MHz Low Latency
$70.00
MAINGEAR Redline Service: No, don't Redline my system!
Included
Hard Drive One: Western Digital Caviar Black 750GB 7200 RPM 32MB Cache - SATA II
$43.75
Hard Drive Two: Western Digital Caviar Black 750GB 7200 RPM 32MB Cache - SATA II
$105.00
RAID: RAID 1 - Data Redundancy and Protection (requires 2 or 4 HDDs)

Memory Card Reader: All-in-One Internal USB 2.0 Flash Card Reader & Writer
Included
Optical Drive One: 22X Dual Layer DVD�RW Drive w/ LightScribe Technology
Included
Sound: Onboard ADI AD2000B 8-channel HD Audio
Included
Network Card: Onboard Dual Marvell 88E8056 Gigabit Controller
Included
Security Software: Free Antivirus Software
Included
Operating System: Microsoft Windows Vista Home Premium (64-Bit) SP2 with FREE Windows 7 Upgrade Coupon!

The Final Finesse: Flawless Hand-crafted Wiring and Cable Management
Included
Warranty: Lifetime Labor and Phone Support with 3 Year Hardware Warranty
Included

http://www.maingearforums.com/images/sample/pc_button_reconfig.gif (http://www.maingearforums.com/Reconfigure.asp?pcCartIndex=1) Additional Charges:
Windows Style: Graphite

Mouse Pointers: Standard

Windows Power Plan: High Performance

Windows Automatic Updates: Automatic Updates On for Critical Updates Only

Time Zone: (GMT - 6.00) Central Time (US & Canada)


http://www.maingearforums.com/images/sample/pc_button_reconfig.gif (http://www.maingearforums.com/RePrdAddCharges.asp?pcCartIndex=1) Product Subtotal: $2,478.55

[golfman560]

That system is AMAZING! However I would have done the M.A.R.C laser etching, some of the designs they've etched look amazing. Well if you find something you like you should do it since it's free.

However there is something I dislike about your system: The internal card reader, I know it sounds stupid but I've had bad experiences with them. All my external ones work fine, but the three internal readers I've gotten either do not work at all once setup or stop working after about two months. But don't listen to me I'm probably just unlucky.

[ChrisMorley]

LOL now you're getting serious! A single video card will be fine for your applications as we discussed - and if you need some horsepower in the future you can always add a second one.

[Suiciety]

Ok, so my dilemma: F131 vs Ephex. $2,100 in change vs $2,400 in change. I'm not stressin' the price difference, but I want to be practical in my decision. And I guess that means I could go with the Prelude for approx $1,800 in change. But...I prefer the look of the F131 and I really, really, want to call my system Redrum and get the shiny red internal colors of the Ephex. So help me decide as I'm itching to pull the trigger and buy one of 'em.

Oh, finally, I'm not sure how the laser etching works. Does this mean I can take any picture (let's say Colossus of the X-Men or one of my favorite bands: Skinny Puppy) of something I like and you will etch it into the side of the rig? Are there any photos of this available? I know it's free, but I don't want it if I personally don't like it afterwards.

Thanks everyone!

[Everett]

Ok, so my dilemma: F131 vs Ephex. $2,100 in change vs $2,400 in change. I'm not stressin' the price difference, but I want to be practical in my decision. And I guess that means I could go with the Prelude for approx $1,800 in change. But...I prefer the look of the F131 and I really, really, want to call my system Redrum and get the shiny red internal colors of the Ephex. So help me decide as I'm itching to pull the trigger and buy one of 'em.

Oh, finally, I'm not sure how the laser etching works. Does this mean I can take any picture (let's say Colossus of the X-Men or one of my favorite bands: Skinny Puppy) of something I like and you will etch it into the side of the rig? Are there any photos of this available? I know it's free, but I don't want it if I personally don't like it afterwards.

Thanks everyone!

http://www.maingearforums.com/showthread.php?t=1987 - This thread gives off some photos of the laser etching.

AFAIK, Maingear will do what the customer provides them with.

I'd just go with the F131 choice. I like the case also and with remaining money, you could buy whatever else you like to go along with the pc.

You'd probably feel more at ease to look at the F131 case you like than one you don't.

[dante57]

I think you'll be happy either way you go, the specs you posted are pretty sick. If the cost isn't an issue than I agree with everett, go with what you think you'll be happier living with day to day. Personally, I would go with the f131 and upgrade the cooling and PSU to provide a little more headroom for the future (6)

[jbrown]

I know im joining in late but i would like to share my experience.

Back when i ordered my Ephex i was super excited. I was like a kid in a candy store if you will. i called all the time to check on the progress. probably to much. (6)

one time i called and they told me my mobo was causing some issues do to compatibility. i was offered a free upgrade however they would have to disassemble my system and reinstall it all back.
Of course i was let down because i was so excited to get it. in the end i made the obvious (right) decision and told them to go ahead with the upgrade. i got the system about a week later.

In MY experience communication with Maingear via the phone, email, etc. has been nothing but a pleasure. i have always gotten someone who is nice and helpful.

Maybe i shouldnt say this but here goes -
(mods edit please if you find this portion violates the rules here)

I had an Alienware i bought before i purchased my Ephex from maingear. I remember i had an issue with the pc one time which ended up being one of my Ram sticks. i figured it out myself and replaced it.

When it first happened i gave Alienware a call (this was before dell bought them out so i have no idea about their services now).

It was the biggest pain in the butt ever. first of all the person could barely speak english which made communication almost impossible. I described my problem and the whole time they seem like they would rather be playing a game or chewing gum. i could hear lots of phones ringing and other various background noise. in the end they just said i could pay a bunch of money to send it in and it would take 2-3 months to get it back. (they didnt tell me what might be wrong either)

All said....here i am Maingear. AND boy am i glad i came... :D