Great Customer Service [Archive]

sanchoucsb

11-01-2011, 12:26 PM

I wanted to thank Maingear again for having great customer service. Over the weekend I updated the BIOS on my motherboard and my memory started having problems - it would no longer run at 1600MHz (the PC either wouldn't post or would fail Prime95, depending on the timings I set).

I emailed customer support and Kevin wrote me back with some suggestions. When it still didn't work, he immediately told me he was sending me new RAM. I didn't have to deal with any hassles or spend hours on the phone. Kevin just took care of the problem.

Thanks Maingear!

JohnnyRock30

11-03-2011, 08:20 AM

Yup. That's always been my experience with them too.

el168

11-05-2011, 12:11 PM

LOL, Kevin never responded to my e-mails!

joshuallen

11-07-2011, 09:25 PM

I was supposed to get a call at 5pm central/6 Eastern. Never got it. When I called, the message said they were closed. I guess they forgot about Daylight Savings Time ending....?

arail

11-20-2011, 09:19 PM

I agree - they're very, very nice at customer support. I should know - I bought a Vybe in January and 11 months later I still don't have a computer that works. But they've been very nice and very sympathetic. The last time I sent the computer to them it cost me $90 for shipping and insurance and they were very understanding, very nice. I bought a two year warranty and I wish I'd bought a three year warranty because I so enjoy looking at an Intel Boot screen in the morning, knowing my computer isn't working again and knowing I can call these very nice, very sympathetic tech people.

I'd trade in technical competence for niceness any day of the week.

ChrisMorley

11-21-2011, 01:10 AM

I agree - they're very, very nice at customer support. I should know - I bought a Vybe in January and 11 months later I still don't have a computer that works. But they've been very nice and very sympathetic. The last time I sent the computer to them it cost me $90 for shipping and insurance and they were very understanding, very nice. I bought a two year warranty and I wish I'd bought a three year warranty because I so enjoy looking at an Intel Boot screen in the morning, knowing my computer isn't working again and knowing I can call these very nice, very sympathetic tech people.

I'd trade in technical competence for niceness any day of the week.

I'll one up you! I'll trade you a brand new working PC for your system that's been giving you problems, how does that sound?

joshuallen

11-21-2011, 06:57 AM

Since I posted my comment on this, they sent me an entirely new replacement PC. I was able to do the swap of parts in my home and preferred that to losing time from the PC. The PC has been running perfectly. There were a few flubs early on, but they went that extra mile of contacting me and initiating the exchange, working hard to leave me as a satisfied customer. Just saying that you don't see that a lot these days. Very cool.

arail

11-21-2011, 09:03 AM

I'll one up you! I'll trade you a brand new working PC for your system that's been giving you problems, how does that sound?

Please clarify -

"a brand new working PC" - meaning a PC with the same specs as my current, non functioning PC?

I'm backed into a corner here. I'm sure your offer is well intended and I'll have to consider it but, needless to say, as I'm now approaching a full year of problems, what I really want is a refund. A refund of the original computer cost and my warranty cost.

I lost a major client last week (I make computer models and 3D renderings) because I couldn't commit to a deadline without a functioning computer. That loss alone will be more than twice the cost of the Vybe. At some point this has to come to an end.

ChrisMorley

11-21-2011, 09:45 AM

arail - same or better specs, 100% new parts. Obviously we don't build junk as standard practice or we wouldn't be around for almost 10 years. We have a lot of government, educational, and corporate clients that rely on our systems everyday - I am sorry that yours failed you, but we'll make it right by just replacing it 100%.

arail

11-21-2011, 01:11 PM

arail - same or better specs, 100% new parts. Obviously we don't build junk as standard practice or we wouldn't be around for almost 10 years. We have a lot of government, educational, and corporate clients that rely on our systems everyday - I am sorry that yours failed you, but we'll make it right by just replacing it 100%.

Okay, tell me how to proceed.

ChrisMorley

11-21-2011, 01:21 PM

I'm going to initiate the rebuild then on your behalf. We will begin immediately. I will have someone from MAINGEAR hand deliver the system to you at your address we have on file (unless it's changed) and we'll do the swap out onsite.

Thanks for giving us the chance to make this right. Like I said, it's a matter of pride.