I ordered on January 6th. They sent the wrong computer, RMA'ed it back, and have yet to make good, or give me an update.
Last call I MADE TO THEM, they said it would be built within a week. I sent the e-mail below.
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Hello Team iBUYPOWER,
At the moment, I'm not sure why I'm taking the time to write this letter.
My experience so far has indicated that there is no concern at your end of
the line, and this letter will serve little purpose.
I guess I'm writing with the hope that someone there sees this note and
takes the initiative to make changes in the way iBUYPOWER interacts with
its customers, if not just me.
After my existing computer took an impressive turn for the worse (it was
due) I did a lot of research with the idea of building a new one on my
own, until I discovered your company. I was blown away by your prices,
curious about your profit margin, but mostly impressed by your 3 year
warranty. I read some shakey reviews, but overall you rated well enough
for me to place faith in your products and services.
I got the initial e-mails confirming my order and that credit had cleared. And then waited with increasing excitement/impatience before getting an
e-mail that said it had shipped.
When it arrived, it was altogether the wrong computer.
The shakey reviews I read before hand were written by customers that also got the wrong components and were told by customer service they got the right order and that was that. When I called, I was told an inventory scan indicated I got the right stuff, and I thought I was up the same creek.
Fortunately, you gave me an RMA. The wrong computer rolled back into your door yesterday at roughly 2pm.
Everything's working like clockwork, right? Well, this is actually the
bit that's bugging me. I've received absolutely no notice or phone call
giving me an explanation for what went wrong, the status of my order, what your team is doing to make things right, or what I can expect and when. (Online order status lists nothing beyond 'shipped' notification)
I've had to call you. You've got my money and I had to call you.
And each time I've called, the team member I talked to seemed in a hurry
to get through the phone call. What's more, I'm offered the least amount
of info on hand. You've got my money. I need to be assured that you're
making good on your end of the deal, and are working hard to get it
corrected with no delay.
Perhaps my perspective is skewed. When a client of mine is not happy with my company's services, we do EVERYTHING we can IMMEDIATELY to make sure they ARE happy in the end. Even if we can't act immediately, we'll reassure them of their priority to keep them comfortable with their investment. I can't even get that from your team.
Already inconvenienced by the error, your RMA shipped ground (another
week's time). When I pried (info that should have been offered up front),
I was told my computer would be by built within the week. And when I
pried about shipping, was told it would come by 3-day shipping. These are
not impressive moves to correct your error in a timely manner.
What really digs under my skin is that on top of this, no one has asked if
there was anything else I wanted. There IS (mostly more info), but
apparently no one cares to take note.
All of this and somehow I'm supposed to be happy and comfortable with the large sum of money I threw in your direction.
Feel free to reply or call. I will be surprised.
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The following day I had 4 e-mails from them with status updates on my computer. When I checked their online status feature those 4 updates were all for the wrong computer the had previously shipped and been sent back.
I can understand a slip up. I even understand that I'm not paying for customer relations (the profit margin looked so small when I priced components on newegg). But I've fallen through SEVERAL cracks, and that's unacceptable.
Their 'built within the week' deadline is today. If they cannot give me a straight answer on status then I will cancel my order and do the right thing by getting busy building a system myself, 'warranty' be damned.