Initial Business Response / [redacted] (1000, 6, 2014/07/14) */ Hello, Thank you for bringing the matter to our attentionWe have been extensive correspondence with the customer since last weekOur phone staff members do introduce themselves to the customers they speak with over the phone Otherwise, how would Mr[redacted] know our staff member's last name to begin with Our senior technician, [redacted] offered three different options for resolving the ram slot being covered but the customer referred to all of our input/recommendations as "technical mumbo jumbo." The liquid cooler does have its own advantages and disadvantagesIt would allow easy access to the one slot Since the customer is still under warranty, we are happy and willing to accept having his system shipped back to our facility for repair and or inspectionHowever, we are not responsible for covering the cost of shipping or upgrades (switching to a liquid cooler, etc.) This is clearly stated in our terms of agreementWe do apologize for any miscommunication/misunderstanding which may have occurred between our staff and the customer We value all of our customers and want to provide the best possible customer service experience Thank you Initial Consumer Rebuttal / [redacted] (3000, 8, 2014/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Mr/ Mrs/ it? This letter is confusing, mixing up the facts and not helpful at all This letter is not the answer I was waiting for I stated clearly my problem I stated clearly how I would solve the problem What else do I have to do? Why should I have to pay the shipping charges? Digital storm didn't build the computer properly in the first place It is digital storms responsibility to solve this problem for free, including shipping Digital storm is not willing to use good business practices to solve this problem like gentlemen I think it would be in both our interests if I send you your handcrafted masterpiece back, for a full refund Sincerely, [redacted] P.S.: My complaint started in March; not last week; after finding out the free NVIDIA Bundle is missing and "***" (we talked to him, in March, on the phone) promised to send it by e-mail, he never did!! Final Consumer Response / [redacted] (4200, 12, 2014/07/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) 7/19/ Dear anonymous (at DIGITAL STORM) Let's try this one more time! I purchased a NEW CUSTOM MADE COMPUTER from DIGITAL STORM; I chose every part for my computer from your list of available parts; It is not my fault that you have this monster of a cooler in your program; If I had known the size of it, I most certainly would not have chosen it; I would have chosen a smaller one; That is why I wrote: DIGITAL STORM installed the wrong CPU COOLER; That CPU COOLER is TOO BIG; It is so big it covers memory bay "A1"; You cannot use three memory bays; You have to be able to use "A2&B2" or "A2&B2&A1&B1; I simply suggested a liquid cooler because of its size; How this is accomplished is up to your skilled professionals Fixing the random cracking noise needs another specialistNot me How this is accomplished is up to your skilled professionals Sincerely, [redacted] Final Business Response / [redacted] (4000, 15, 2014/07/23) */ We can offer him an upgrade to a liquid cooler (Vortex 120mm.) Our senior technician can help him install the cooler over the phoneIf the customer would feel more comfortable, he can send it back and we can replace it for himWe will also cover the cost of shippingWe are willing to work with our customers to ensure they are satisfied with our customer service
Initial Business Response / [redacted] (1000, 5, 2014/12/29) */ First and foremost, I would like to apologize for any inconvenience this may have caused youWe have received your system back the first time on April 3, for issues with powering on and did our troubleshootingUpon learning that the issue was with the hardware, your system was sent back to the manufacturerOnce we got it back, we did our stress testing and Quality Assurance CheckWe shipped your system back to you and you received it on June 18, Turn around time usually is longer if the system is needed to be returned to the manufacturerAnd in regards to the motherboard and disks, please elaborate more so I could fully understandIf you can give the old and the new specifications, it would be great so I could take a look at it furtherIt would be unfair to all our other customers if a full refund would be the solution for thisEven though your system is out of warranty, we would waive the labor feeWe don't normally do this but I do understand the frustration of not having a fully functioning system You will only be responsible for any parts that needs replacement and the shippingAnd if the same hardware is the issue this time, we will work with the manufacturer in getting you a replacement one at no cost to youWe will also gladly extend the warranty of your system to another months on labor Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/12/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your response, however, the above arrangement is not acceptableI have my receipt and my receipt shows that my system is under warranty for yearsSo extending months is no extensionAlso, the system was shipped to you in the middle of March and not even touched until AprilThe issue with the computer is again the same issueThe system will not power upThere should be no charge for parts, labor or shippingAlso, we have not had the system that was paid forFairness to your customers would be standing behind your product and customers should have the expectation that they should receive their system back as they first purchased it and it should not have service issues in less than a yearQuality assurance should have also confirmed that we got the same system we paid for and that all its parts and disks were included when it was returned Final Business Response / [redacted] (4000, 9, 2015/01/12) */ I would like to take this opportunity to apologize for any inconvenience this may have caused youYour system is technically out of warranty but we will make an exception and gladly fix it for you at no cost provided that the issues are not physical damages or user errorThank you for choosing Digital Storm and again, I apologize for any inconvenience Final Consumer Response / [redacted] (4200, 11, 2015/01/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate the information and offer to fix the laptop at no cost and would very much like to accept, however, the business still does not address the issues in the original complaintAllow me to reiterate the issuesThe laptop was not returned to us after the first "fix" as we purchased it, e.gthe motherboard was changed and no disks were returnedThe other issue was that we were without the use of that laptop for five monthsAlthough I appreciate the response, I do not see any resolution for this issueI am hesitant to accept a "partial" fix to this problemFurther, as stated in the previous response, my sales receipt states "year warranty"I would very much like to resolve this issue, however, just fixing the laptop does not address the entire issueAlso, I am not sure what the statement of "technically out of warranty but we will make an exception"Further, a laptop that does not power up is not a "user" error as most people know how to push a power buttonAlso, the above resolution does not address the cost of shipping
Initial Business Response / [redacted] (1000, 5, 2015/04/24) */ First and foremost, I would like to apologize for any inconvenience this may have caused youI understand how frustrating it can be to be in your situationAs for your concern about replacement parts, we do honor that and guarantee that we will replace any parts deemed defective and necessary to make your system 100% functionalThe warranty covers all parts replacement however, the customer shall shoulder the shipping cost after the day periodIn regards to the errors you are encountering, I will try to break down your calls to better see a clearer picture 1st Call: 26th of January; Seeking assistance removing a trojan virus you mentioned that might have been from your school 2nd Call: 24th of February; You are requesting information for PDF application that you could use 3rd Call: 9th of March; seeking assistance hooking up monitors to your system 4th Call: 17th of March; Reported computer is going slow 5th Call: 23rd of March; Reported system is locking up and asking for an upgrade in video card 6th Call: 17th of April; Reported system won't boot up Only on your 4th call you have started to report the system having issues that might be a hardware defectAnd on your 6th call, we have tried troubleshooting over the phone but our technicians see the need for your system to be checked here in our facility to better diagnose and see the root cause of your issuesWe also do not use for new orders nor for repairs used componentsIf you can elaborate more on your system looking old so I could look into it further To resolve all of your concerns, we are more than happy to cover shipping costs to have your system come back here in our facility and for our team to take care of your concernsOnce we get your system here, we will do the stress testing and we will also try to duplicate all the issues you mentioned to see what's causing itThen we will replace all parts that is necessary to fix your system at NO cost to youAgain, I apologize for any inconvenience this may have caused you Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want my money back because the parts were bendand the part came back broken and no handling fees, or restocking feesall of it back 3,I want the total price back, I been trying to get it fix but no one seem to be wanting to fix my problem they didnt give you all of the calls they lied on most of itplease just give me a refund full refund Final Business Response / [redacted] (4000, 21, 2015/05/26) */ 1) Apollo Case - $ 2) Asus XDeluxe - $ 3) GTX - $ Total: $1, The customer has optionsFirst, we are offering to repair the system fully, however, since there are physical damages, we can't cover the replacement partsWe are willing to repair the system for a discounted price of $1,giving the customer a discount of $plus we will cover the shipping back to herSecond, we can offer a refundThe total amount the customer has paid is $3,We would deduct the amount of the damaged parts which is $1,377.00, that will leave her with $1,refundShe then can then file a claim to the shipping company she used to send her system to us to get the full amount of what she paid originally We would have handled the claim on our end if we were the shipperBut since the customer sent the system by herself, she is the only one that can file a claim Final Consumer Response / [redacted] (4200, 23, 2015/05/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) They said, that would repair any parts that was damaged, in the process in shipping, I have talked to ups and everything its not there fault, they said digital storm shipped with a big dent, in the side of the case, which I believe was true, and I can't pay 1,100$ I used all my money on that pc, and I can't pay no more if they just repair it fully, without any costs, I would be happy to keep itotherwise, if they can't repair it just give me a full refund, of the purchase price and the gtx is only dollars, not I looked it upand all those parts are handy downs, from their old computers because when it got shipped here it got allot of errors, and overclocked failed all the time, but many others time it was ok but it failed to boot, I just want it (full) refunded, or (full)repaired
Initial Business Response / [redacted] (1000, 8, 2014/06/30) */ Hello, The card and the system is years old, order # XXXXX Should the customer want a replacement, this should be addressed with EVGA which is the manufacturer of the card and it is still covered under their warrantyIt has been out of warranty with us since We only cover year warranty for parts Thank you for your time and attention in this matter Initial Consumer Rebuttal / [redacted] (3000, 10, 2014/07/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) The card has a year warranty with EVGA, which is now expired and besides the pointIn the warranty information I received with the system, it states, "During the warranty period, DIGITAL STORM will repair or replace, the defective hardware, for defects specified by me, free of charge for labor and partsI have a year warranty and it does not say anything about only year for partsYou are bound to the terms of the warranty and therefore are required to resolve this yourselfBy refusing to do so, you are failing to fulfill the warranty, which is illegalIt would be much appreciated if you could either repair or replace the card, in accordance with the warrantyThank you Final Business Response / [redacted] (4000, 12, 2014/07/07) */ Hello, The year limited warranty covers the parts for years and the labor for yearsSince the system is over years old it is still outside of our limited warranty for parts replacementsEven with this it was EVGA that send the defective hardware to the customerEVGA is the one responsible for repair/replacement of the defective video cardDigital Storm is not responsible for any defect in an RMA component Thank you Final Consumer Response / [redacted] (4200, 14, 2014/07/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Nowhere in my warranty information does it specify years for parts replacement and years for laborIt simply states year limited warrantyEither way, labor is still coveredAnd if labored is still covered, then Digital Storm is obligated to repair the card, stress test it, and send it back to meThis is what should of happened in the first place, but instead I received a different card that was not properly tested, even though parts replacement is supposedly no longer coveredI do not have an active warranty with EVGA; I have an active warranty with Digital Storm and therefore they are responsible for either repairing the card themselves or sending the card to EVGA on my behalf for repairsI should not have to directly work with EVGA, as that would be a failure to fulfill the warranty by Digital StormThank you Consumer Response / [redacted] (3000, 23, 2014/07/30) */ Was charged $for shipping and received a broken replacement and was unable to receive a refund My order number is XXXXXI was charged $on my credit card for shipping as part of their warranty service and received a replacement that was dead on arrivalI have tried to contact the company about the refund, but didn't receive a responseI was able to have the manufacturer of the item replace it, as that is what Digital Storm advised me to doI was told before I ordered the replacement service that if the replacement doesn't solve the problem, then I would receive a refund on the shipping, as that is Digital Storm's policyHowever, I have yet to receive the refund of $or hear anything back from them Business Response / [redacted] (4000, 25, 2014/08/07) */ Hello, Generally if a customer has paid for a part to be shipped and the part shipped is defective, we cover the cost to reship the itemThe customer does not get a refund of the original shipping paidIf the part was shipped by EVGA and it arrived defective, then it is up to EVGA to cover the cost of shipping out the replacementFrom our perspective, we do not owe the customer any refunds We would cover the cost to ship out additional parts if the original replacement part fails to resolve the issueHowever, Digital Storm does not have a policy in which we refund the shipping fee is a replacement part fails to resolve the issue Thank you Consumer Response / [redacted] (4200, 27, 2014/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke with EVGA on the matter and this is what they had to say: Good afternoon, I'm not showing any transaction taking place through us, EVGAAccording to your RMA we shipped the product back UPS ground, which has zero cost to youWhich means the only cost associated with your EVGA RMA was using a shipping company to have the product sent to the our warehouseEVGA then generate a shipping label to have the product sent back to youIf you had to pay shipping both ways, my assumption is this was with the other companyIf you paid to ship the card to your system builder, then unfortunately, we would not be able to cover this chargeThis would be something that you would have to contact the system builder to see if they can work with you to have that refundedI do apologize for any inconvenience this may have causedOnce again I do apologize for any confusion with the RMA process with EVGA, however we are unable to refund your shipping costPlease let us know if you have any other questions or concerns Not to mention the charge on my card showed up as Digital StormTherefore EVGA did not receive any of the money that I paid, but that is beside the point I am clearly being conned by Digital Storm and I will not stand for itYou made my pay $for a defective productIf your policy says you shouldn't give me a refund and instead you are supposed to cover the shipping of the defective product back, then how comes when I wanted to ship the card back to you, Digital Storm said that I have to send it to EVGA because it's not Digital Storm's problem anymore? You are contradicting yourself and makes me wonder if Digital Storm cares one bit about customer satisfactionIn line with your policy I am supposed to have the shipping of the defective product back to you covered, but you would not let me ship it back to youYou made me ship it back to EVGA instead, which is a violation of your policy and my trustSo why was I not allowed to ship the defective card back to Digital Storm and have the shipping covered like your policy states? Why was I forced to deal with EVGA instead and have to pay more shipping? Please explain that to me
Initial Business Response / [redacted] (1000, 5, 2014/10/03) */ Thank you for bringing to our attention the issue with [redacted] (Order # XXXXX) Unfortunately, after speaking with our technicians, we are learning that Mr [redacted] indicated he would be filing a complaint with the Revdex.com against us because we explained to him that we do not cover USER DAMAGE The damage done to his pins on the cord are user causedTherefore, we can't cover the cost of replacing the power cord since they were bent by the customerIn order to replace the pins, the entire cord would have to be replaced The battery is considered to be USER CONSUMBALE PART which is not covered under warranty If the customer had contacted us in regards to the failure of his battery, or the ring having issues, we would have been happy to assist him if we were aware of the defectsHowever, the product is now outside of warranty We would be happy to assist him if he would wish to purchase replacement parts Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did contact Digital Storm in regards to the bad battery clasps where the call technician was rude and was also given the run aroundThe damage to the pins is constantly plugging the cord back in because of the ring coming out of the charging portAlso how can $custom laptop have a shorter warranty than a $acerClearly the Digital Storm realizes how poorly they are built Final Business Response / [redacted] (4000, 9, 2014/10/13) */ Greetings: The manufacturer's warranty on the hardware is one yearUnfortunately, it is beyond that time frameTherefore, it is not covered If Mr [redacted] had called, there would be a record of his calls made to reach us as we keep records of all correspondence with customers and all technical issues related to an order We do apologize that he states our staff has been rude to him We are willing to offer a discount for the cord if he would like to purchase a replacement However, the customer would still be responsible for shipping fees Thank you, Digital Storm Management Final Consumer Response / [redacted] (4200, 11, 2014/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because a $charging cord should last longer than a $cord especially since it hasn't left the bedroom I live inIf this product's quality was as great as Digital storm says it is then it either would not have gone bad yet or it would be a fluke and be replaced
Initial Business Response /* (1000, 5, 2015/10/27) */
It is very unfortunate that this has to happen to your systemWe value all our customers and we are saddened that you had this experience with your brand new system from usAs per our terms and conditions, which you agreed upon ordering
the system, it clearly states that no shipping fee will be refunded upon return of the systemHowever, we will make an exception on your caseWe have already started the refund process of the shipping cost of $It has been done yesterday and should reflect onto your account within 5-business days depending on how quick your bank process refundsI apologize for any inconvenience this may have caused you
Initial Consumer Rebuttal /* (2000, 7, 2015/11/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Digital Storm finally did the right thing by issuing my refundFor the record, when I originally dealt with this issue with Digital Storm, I was told several times by different employees that since I had received a system that was defective from day one, I would not be responsible for the return shippingThen they issued the refund, and kept $for shipping!? Many would call that dishonest and unethicalAfter repeated phone calls to resolve this issue went nowhere, I decided to discuss the situation on Digital Storm's public forum on their own websiteThen, and only then, did they finally issue the remainder of my refund
Initial Business Response /* (1000, 5, 2015/11/20) */
We have already issued the refund on the 18th of NovemberAs much as we want to fulfill all orders the soonest time possible, inventory issues always ariseNevertheless, we would like to apologize for the inconvenience
Initial
Consumer Rebuttal /* (3000, 7, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received my refundI know inventory issues can ariseThat wasn't the issueThe issue was that I wasn't informed of the problem and had to find out from a post on the forums to someone else that you guys were out of stock on somethingI was also lied to by customer service on the phone twiceStop hiding behind inventory issuesThe bottom line is that I was lied to and not kept informed on the progress of my orderTHAT'S the problemI assume lies arise as well?
Final Business Response /* (4000, 9, 2015/11/30) */
We deeply apologize for the lack of communication in regards to the customer's orderWe are in the process of adding more people to better assist our customersI am glad the customer has finally received the refundRest assured we will use this feedback to better improve our customers overall experience
Initial Business Response /* (1000, 9, 2016/01/14) */
"Digital Storm is not allowed to register on behalf of the customer, it is the duty of the customer to register their products they receivePNY will not allow the reseller to do consumer registrations as that will result in us having
hundreds of thousands of registrations under our nameWe apologize for the confusion."
Initial Consumer Rebuttal /* (3000, 11, 2016/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So your going to play dumb with me I know you can't register the card but you won't provide the original receipt that pny required for registration, what's worse is you chose to buy from that company while others have 2-years warranty without registrationIt is fully your fault that I am in this situation trying to run from it just shows how bad your customer service is, but thank you very much for a dollar dead weight because you simply could not think your policy all the way through about what happens to people like me who can't register because you fail to provide what the company needs from the customer to get his warrentyIf the customer bought it himself he would have never had to go through this because he would have a receipt with the purchase date of the graphic card not like the one you give which only says when the system is built which I say again pny simply does not take or accept
Initial Business Response /* (1000, 5, 2014/02/06) */
*** ***, (#XXXXXXXX) the latest update I have is that my staff has worked diligently and patiently with him to assist him while he has been very rude and threateningThey finally reached an agreement with himWe agreed to
replace the case tower of his computer and cover shipping charges, and he will be continuing to receive any updates in regards to replacement hardware as necessaryThis is the latest development as of days ago and he has happily obliged to suchTherefore, the issue has been diffused and rectified
Final Consumer Response /* (2000, 7, 2014/02/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My threat was based on a lawsuit I had all grounds forThe Agressive lack of Playfull carefree civilan converseing was do to the fact that out of months my system worked barely of itAnd I stand by the threat that I will go to a Lawyer if this replacement tower crashes in less then months...I bought a computer system for thosands not a carProduct Quality Service buying from you is somewhat of a entrapment I only missed my refund window becouse I was under Army ordersAnd becouse of it I have been forced to stand by Digital storm hardwareHopefully this time it worksBecouse I cannot afford for thosands to go up in smoke on a computer systemNext time I will buy MACOr eventually ASUS will make towers
Initial Business Response /* (1000, 5, 2015/07/24) */
First and foremost, I would like to apologize for any inconvenience this may have caused youI understand that you have had this issue since last yearThere were also hug gaps that there were no reported issue with your systemWe
normally do not do replacement of parts after the warranty period but we will make an exception on your caseWe would gladly send you the replacement power supply at no costThe only cost to you would be the shipping feeAt the end of the day, we would just like to make sure that we provide excellent customer service to our valued customers
Initial Consumer Rebuttal /* (3000, 7, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not going to incur the expense of shipping and duties to replace a component that was clearly reported to Digital Storm as faulty, only months after receiving the new productI do not find that to be reasonable at allI have already paid several hundred dollars in fees to receive this system which included a faulty component that is critical to use of the productPlease assume your responsibility as a business that shipped faulty productThe fault was reported via your technical support submission form and responded to by ***, a senior technician who continued to delay the replacement of the part by sending me long lists of troubleshooting stepsHe knew the problem was intermittent in nature, yet chose not to replace the component on speculation that it could be faultyThe general consensus by product specialists on the Digital Storm technical support forums is that the component (Power Supply Unit) should be replacedThe component problem is of an intermittent (but critical) nature, and is the reason for the gaps in reportsNeither I, nor your technician had control over thisIn each response to your technician, I advise that I will follow his recommended troubleshooting steps when it occurs nextI am extremely disappointed that you would raise this as a reason to withhold or question warranty coverage on a productI have also informed you that the technician I have dealt with on this issue has consistently failed to respond to replies on this matter (updates on the issue), on multiple occasions, requiring me to escalate to Digital Storm Management, twice, in order to get a responseThis is documented in emails going back yearThis behavior contributed to considerable delays in troubleshooting this issue and reaching the conclusion he didAll of this added up to wasted time, and inconvenience on my part, as I had to constantly resubmit requests for technical support on your website
Concerning warranty commencement and expiry:
The issue was re-raised on June XX XXXX, and your technician stated that my warranty expired in May On June 29, @ 6:15pm, Digital Storm sent me a notification that my product order had just passed *** Assurance checks, and would be delivered 0-business days from that dateHere is the exact text in that email:
Verified By: Bobby
Estimated Shipment Date: 0-business days (Mon-Fri) from 5/29/
This means that I'm within 1-business days of warranty expiration, even though I had an open support case open with your technicians for the issue, and there was understanding that follow up would be needed because the product fault was intermittent
In closing, I will not cover any of the costs of shipping the part, given that the component was reported to Digital Storm as being faulty as early as October of 2015, a mere months after receiving the productYou included a faulty component in the shipping costs I have already paidPlease correct that at your cost, not mineNeedless to say, I have been extremely inconvenienced by this whole ordeal, and the fact that my computer (the product in question) intermittently fails to power on
Final Business Response /* (4000, 9, 2015/07/30) */
I understand where you are coming fromWe do not normally do this but we will make an exception on your caseWe will go ahead and pay for the shipping and replace the defective parts at no cost to youWe understand the frustration of not having a functional systemAt the end of the day, we at Digital Storm value customer satisfaction the most
Final Consumer Response /* (2000, 11, 2015/07/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am pleased with this latest response from the companyThank-You
My shipping address remains the same:
*** *** ***
*** ***
*** ***
If someone from the company needs to reach out to me for additional information or to provide a tracking number, I can be reached at ***@gmail.com
Thank-You,
*** ***
Initial Business Response /* (1000, 5, 2015/08/20) */
First and foremost, I would like to apologize for any inconvenience this may have caused youWe use personalized packaging per system to protect from shipping damages however, it is beyond our control how our carriers handle the
packagesI would like to offer to have the system come back here in our facility so we could test and repair all parts that are broken or deemed defectiveWe will replace any components needed to ensure your system is running perfectlyI will have your system go through the stress testing and QA to ensure that the system is working flawlessly before we ship it right back to youWe will cover shipping charges to have your system here and back to youAnd we do not normally do this but I can also offer to upgrade some components to compensate for your inconvenienceHowever, if you wanted a refund, we will gladly refund you the full amount since your system is within the day period minus the shipping charges as per the terms you agreed upon when you first ordered your systemAgain, I apologize for the inconvenience and please do not hesitate to reach out should you have any questions
Initial Consumer Rebuttal /* (3000, 7, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am appalled that you will not pay for the return of a computer system that was received with a long list of major problemsI have shipped the computer back to you and you should receive it by tomorrow - 8/22/I will accept a full refund of the purchase price, but if you determine that it is in your best interest to stick me with the shipping costs of $(receipt in hand), then I will make sure the Internet knows the facts of this situation through lots of popular review websites where people are looking for your servicesI have already written the review and have sent it to you when I replied to your e-mail asking for my satisfactionAfter I sent that e-mail, I received an e-mail back stating that someone would contact me since I was dissatisfiedTo no surprise, no one has contacted me to dateIn fact, the ONLY response I have received to my countless e-mails, tickets, and voice mails to you has been this response through the Revdex.com, so now you know why I took this routeI also included a copy of the review in the box that I shipped the computer back to you inI'll let you decide whether you want to pay the $138.20, or if you want the owner of a multi-million dollar digital marketing agency to start posting reviews for being treated unethicallyAnd just so you're aware, this isn't about the money for me, it's about trying to get you to take the right and ethical action and own up to your mistakes
Accepting the computer back for repair is not fair to me eitherI paid for rush processing and rush shipping, which costs me an extra $So shipping it back to you for repair, which takes week to ship each way, and then probably another week for you to repair it, for a total of weeks to receive it back to me, is unfairBy the time I receive it back, Intel will have released their next line of processors, literallyI didn't order this computer with rush processing to have to wait weeks to have a working computer in my handsAs I suggested in my response to your customer satisfaction survey:
What could have happened is when I first called in and Mike said this was a known issue, he should have said, we are going to build you a new box with a different motherboardWe will put that at the front of the line since you paid for rush processing originally, and we will ship it to you next day air so you'll have it in a few days since you originally paid for rush shipping as wellWe'll place a hold on your credit card for the second computer and we'll release that hold as soon as we receive the bad computer backI will e-mail you a shipping label that you can print off to ship back the defective computer you received, and I apologize for this major disappointment and inconvenience, and please know that we are embarrassed that we shipped you a computer that never should have made it out our door in the first place
If that was said to me, I would have accepted that, and maybe Digital Storm would have broken even on this orderMaybe you would have taken a very small loss, but if that had happened, you would still have a happy customer, who would have ordered a second system from you this year where you would have made that profit backYou wouldn't have this terrible experience posted where people are looking when they are trying to figure out who they should purchase from and you wouldn't have a Revdex.com case open that will still be a nick on your report card even if it's amicably closed
So with all of this in mind, will you reimburse me in addition to the refund for the cost of the computer in the amount of $for my shipping costs to send it back to you?
***
Final Business Response /* (4000, 10, 2015/08/24) */
It is very unfortunate that this has to happen to your systemWe do not normally do this but we will make an exception to your case due to the inconvenience it has caused youWe will go ahead and refund you the whole amount including the shipping charges
Final Consumer Response /* (4200, 12, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will accept this resolution when I receive the refund, however, you received the computer back last Friday and it is now end of day Wednesday and the refund has not been sentPlease advise as to when the refund will be sent
***
I ordered a computer online for 1,The computer arrived in a timely manner, but it never powered up! They said send it backI did They sent it to me again It still didn't power up They said I was the problem, I didn't know how to turn it on! I asked for a refund They refunded $and said there was a restocking charge I was charged $for absolutely nothing! Is this a scam or What?
Initial Business Response /* (1000, 8, 2015/12/03) */
It seems that there was a misunderstanding from the customer's endEverytime Digital Storm receives a Purchase Order (PO) from our website, customers are informed to submit us their PO directly via email for review and approvalWe have
never notified the customer stating that we have started their order and that clears Digital Storm from any misunderstandingIn addition to that, the customer was trying to set up monthly payment credit terms which we do not offer to POs in which we did inform the customer as wellThe customer may have just been upset about the denial of the credit terms they prefer
Initial Consumer Rebuttal /* (3000, 10, 2015/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Company does not specify in any way the terms they accept for a P.O from another companyI will take the complaints we have to our attorney
Final Business Response /* (4000, 12, 2015/12/07) */
We have a standard term for PO clientsWe do not offer installment payments as what the customer is requesting forAnd PO applications are subject for approval by the managementWe have communicated with the customer before of our policy and he was made aware of the only term for PO clients
Final Consumer Response /* (4200, 14, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Company made absolutely no effort to work with us in any way, shape, or formWe did not receive any correspondence until we contacted them which is where a rude customer service agent explained the policiesThere are laws in place regarding shady business practicesAlso, your website makes no claims of any kind regarding your PO policies that you are stating nowThere is no company who can legally deceive any purchaserThe company and the company's employees made no claims on policies until after the factThe PO that was sent over made very clear that if the company could not provide the product as requested to notify us by email or phone immediatelyThey made no effort to contact usWe had to contact themWe hereby request that this company has the Revdex.com rating adjusted due to advertising and harmful business practicesWe are also asking that the case be dropped in a way that allows us as a company to pursue legal action, which is allowed to us by law
Initial Business Response /* (1000, 5, 2015/09/29) */
First and foremost, I would like to apologize for any inconvenience this may have caused youWe received two (2) orders from you (*** on 08/20/and XXXXX on 08/21/2015)We processed both of them and went through all the stages
that took about weeksYou also received separate confirmation emails from us of the orders that were processed and shippedThere were no cancellation that was made during the entire timeThey were also different amounts so we did not expect it to be duplicate ordersA message or a call to cancel any of the orders would have prevented this from happeningWe normally would charge a restocking fee of 15% for returned orders with no hardware defect but we will make an exception on your caseWe will refund you the amount of the system minus the shipping chargesAgain, I apologize for the inconvenience
I had nothing but a headache dealing with this companyLong story I ordered systemsA PC and laptopFirst the pc was and I tried to pay using my debit cardCome to find out that there is a 3k limit on the cardWell they sent me emails that were labelled urgentThey sent instuctions to wire the money from my bank to their bankI did that and after I got ahold of a live person (I had to listen to their aweful music for over and hr comined time) and she told me it takes hours to clear their bankBack on the phone and that musicAfter negative feedback I heard nothing from themI just happend to check my bank and found they sent the money back with a fee! This all taking place in the course of a weekI don't have a PC either
Initial Business Response /* (1000, 5, 2014/12/09) */
First off, I would like to apologize to Mr*** for any inconvenience this may have caused himWe are currently in
the process of getting the system back from Mr*** and checking the reason for such issuesWe would gladly pay
for the shipping
from and back to Mr***We do not normally do this but will make an exception due to the fact that Mr*** had some issues beforeWe will keep him
updated as to the progress of his system and will ensure 100% functionality before we ship it back to him
We value our customers and we strive to achieve customer's expectations at all times
Initial Consumer Rebuttal /* (3000, 7, 2014/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The only reason I cannot currently accept this response is that I am currently awaiting the outcome of my returning the PC to Digital Storm and receiving it back and fully functional
Once this occurs I will be more than happy to indicate that Digital Storm has successfully resolved my complaintIn the meantime, I sincerely appreciate their willingness to cover the cost of returning the system to them a second time for repairs
Final Business Response /* (4000, 14, 2015/01/09) */
First and foremost, I would like to apologize if this may have caused any inconvenience to youI understand the frustration of not having a fully functional systemWe at Digital Storm value our customers satisfaction and we would gladly have your system shipped back here and change any hardware that might be causing your issues at no cost to youWe will ensure the functionality and will have your system go through a series of stress testing and quality check to provide the highest quality of computer Digital Storm has been known forAgain, I apologize for the inconvenience and Thank you for choosing Digital Storm
Final Consumer Response /* (2000, 16, 2015/01/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After receiving the system back a second time supposedly fixed and functioning, the CPU cooler was bent and not functioning correctlyI spoke to *** at Digital Storm, who indicated that the CPU cooler must have been bent during shippingHe gave me three choices: get instructions from them on how to bend the CPU cooler back in place (which they assured me would be fine and that they would warranty for life) or have them ship me a brand new CPU cooler for me to install myself with their instructions or ship the whole computer back to them to be "fixed" againObviously, since I had been without a functioning computer for over two months now, I chose the second option to have them just ship me a brand new CPU coolerI finally received the new cooler the other day and will be installing it soonHopefully, this rectifies all the system issuesNeedless to say I am extremely disappointed in their customer service and the difficulty it took for me to have a warranty issue resolved successfullyHow can a company that exhibits these business practices have such a good Revdex.com ratingIt makes one wonder how businesses are rated if not by how they treat their customers and how they honor their warranties and work
I am only accepting this response as there is no point in disputing the issue furtherAm I happy? No, I am not happyThe whole,process has left a horrible taste in my mouth and I for one will never order from Digital Storm again and will advise all my friends, family, associates, etcto not do so either
Initial Business Response /* (1000, 5, 2016/01/19) */
First and foremost, I would like to apologize for any inconvenience this may have caused our valued customer. The return label we have sent the customer is valid. We were actually waiting for the system to come in for the intention of...
repairing the system. I have just sent the customer an email asking if he was told about the hold status by a UPS location. We can surely provide a return label if that was the case.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No I do not. According to UPS the shipping label provided by Digital Storm must be released to UPS , printed out by UPS before it is valid and UPS can pick up the package (they would have the shipping label). I can provide my local UPS office phone number and contact to verify that no UPS employee could pick up this package until the shipping label is released by according to UPS Digital Storm.
Final Business Response /* (4000, 9, 2016/01/21) */
The system is already on its way back here to our facility for repair. Here is the tracking UPS tracking number: 1ZYXXXXXXXXXXXXXXX. This response from Mr. [redacted] might have been an old one. Please let me know if there's anymore questions or concerns regarding this shipping label.
Initial Business Response /* (1000, 5, 2015/06/25) */
First and foremost, I would like to apologize for any inconvenience this may have caused you. I have received your initial call and like what you said in your statement, we could not find your order in our system due to the fact that your...
order was placed through a reseller website, Rakuten.com. Since we do not have any record of your order, our customer service can't try to troubleshoot since they are not aware what kind of system you have. It is a challenge to try to solve an issue without knowing what kind of system you have. And because of that, I have instructed you to send in the system for repairs and we will do it at no cost to you since you mentioned that you purchased it December 2014. All Digital Storm systems, might it be purchased on our website or a reseller site has a minimum of 1 year parts replacement warranty. However, customers are responsible for the shipping cost to and from our facility if it's more than 30 days.
To summarize, we would love to help take care of any issues you have since you are covered by our warranty. It would be unfair to all our other customers who pays shipping cost to have their system repaired here in our facility. Again, I do apologize if this have caused you any inconvenience.
Please refer to the script below:
Warranty Details: http://www.digitalstorm.com/terms-and-conditions.asp
M. WARRANTY SERVICE
Digital Storm will cover shipping costs back and forth and replace the part(s) within the first 30 days of receiving your computer system. After 30 days you will be held liable for shipping costs back and forth, and Digital Storm will honor warranty service and replacement only, not for shipping. Digital Storm may also use similar products or similar to new products for all repairs to computer systems order if the product first indicated is out of stock. For example: If a certain hard drive, such as a Western Digital 80GB hard drive is out of stock, Digital Storm replaces it with a equivalent such as a Seagate 80GB hard drive. Digital Storm either uses an equal or better product at no cost to the customer. If you request for Digital Storm to use a specific product for your order and would not like to substitute it with alternatives, please indicate it with an email to [redacted]@digitalstorm.com and on the return package
Initial Business Response /* (1000, 8, 2014/05/14) */
The customer has already filed for a chargeback with the credit card company. Case # XXXXXXXXXXXXX. Customer filed chargeback for full amount: # 1,079.00. Therefore we will not issue another refund. That would be double the charge for...
us and double the payment for him.
We filed a response and have ONLY disputed the restocking fee of $152.10 because the system was never shipped out. However, we took the time to build his system, and we had to invest cost in to such only for the customer to cancel right before it was ready to ship.
For this reason, we have a restocking fee policy, in which every customer agrees to prior to purchase. Customer is aware of this. Otherwise, if everyone ordered and then cancelled, we would be losing a lot of time and money.
This all specified under the terms and conditions:
L. RETURNS
Refunds are only issued for the sale amount at current selling market value (see section "O") of the component(s) inside the computer, and does not include freight charges.
http://www.digitalstormonline.com/terms-and-conditions.asp
Additionally, a 15% restocking fee is applied to computer system unless all of the three items below have been met:
1. Your purchase is returned back to Digital Storm within 30 days of original delivery.
2. There are defective hardware component(s) inside the computer such as a memory stick causing stability/performance issue.
3. Digital Storm or a third-party computer company contracted by Digital Storm has verified that the stability/performance issues are in direct result of the hardware inside the computer and NOT the software such as the operating system, drivers, or software.
Digital Storm cannot offer a full refund for the purchase price of the product(s) unless there were issues such as defective hardware component(s) inside the computer such as a memory stick causing stability/performance issues. The returned merchandise must include its original packaging, manuals, and all accessories. All sales on software items are final. Opened accessories such as the monitor and speakers will not be refunded. Digital Storm will not refund shipping costs and will not pay shipping for returning packages. ORIGINAL SALES RECEIPT REQUIRED FOR ALL RETURNS. THE 30 DAY MONEY BACK GUARANTEE IS ONLY HONORED IF THE COMPUTER SYSTEM IS RETURNED TO DIGITAL STORM WITHIN 30 DAYS FROM DATE OF ORIGINAL DELIVERY AND THE COMPUTER MUST HAVE DEFECTIVE HARDWARE. CUSTOMER IS RESPONSIBLE FOR ALL SHIPPING FEES FOR RETURNS. THE REFUND VALUE WILL BE THE FULL PURCHASE PRICE OF A NEW DIGITAL STORM COMPUTER AT CURRENT MARKET VALUE. Before making any return, back up all software and data and remove any personal information, confidential information or private content which you do not want viewed or used by any third party. Digital Storm is not liable for lost data or misuse of data on computers that are returned for any reason.
Initial Consumer Rebuttal /* (3000, 10, 2014/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Digital Storm proceeded to process sale of computer AFTER a disqualifying discrepancy with billing and shipping credit card information was noticed. In addition, Within 12 hours after placing the order I called their very own dysfunctional customer service department to cancel the order because this above mentioned discrepancy couldn't be resolved by either party!
In the Company's terms and conditions Section 2, vi it states that:
Order cancellation will be accepted BY PHONE with a sales representative or over the web (only before the order is processed). It cannot be done over email or by leaving voice mails. You can confirm order cancellation by checking the order status online. Cancellation on orders already charged carries a 4.9% credit card processing cancellation fee. If an order has already been built in our facility (entered Stage 4) but has not been shipped, there will be an additional 15% restocking fee which covers expenses for taking the system apart and re-stocking the hardware.
Contrary to their statement that "I cancelled right before the computer shipped", I cancelled this order with customer service BEFORE it was processed and before their stage 4 build process! But they kept ramming the order through, I presume to hit me with a restocking fee...Shame on you Digital Storm for your shady business practices!!
Final Business Response /* (4000, 12, 2014/05/19) */
While we do sympathize with the customer, as a business, we have our own policies that must be enforced in order for us to survive. It is unfair for us to invest the time to build a system and the money to pay our employees to do so, only for a customer to cancel the CUSTMOMIZED order at much later stage.
Our records indicate he placed the order on 4/21/14. He then later called to change the billing address to match the shipping address otherwise we would NOT process the order nor ship it out if it didn't match. on 4/22/14, at which point we have already began building half way thru, he called in again stating he wants to change the billing address which would not match the shipping address. Per company policy, as a SECURITY measure for both our company and our customers, we REQUIRE a credit card authorization form when there is a discrepancy in the addresses. This is used a SECONDARY form of protection. The system was BUILT BY 4/23/14 and still the customer REFUSED to complete the required CC form. On 4/25/14, he finally stated he refused to cooperate. Our staff explained to him the system had already been built and the order WAS IN FACT PROCESSED THE FIRST DAY BECAUSE ALL THE ADDRESSES MATCHED. He then later decided to provide new addresses, at this point, the order had already been processed and was being BUILT.
Consequently, in order to abide by our own policy, we explained to the customer that unless he submits the required credit card authorization form, we would not ship out his order. He then stated he would cancel his order even though he was informed that he would in fact still be subject to a restocking fee as it was too late.
While we do value the business of every customer, we feel it is unnecessary for the customer to be verbally abusive and defamatory towards our company just because we can't bend the policies for him.
Thank you for your time and understanding in the matter.
Initial Business Response /* (1000, 5, 2014/11/14) */
First and foremost, I would like to apologize for your inconvenience with your refund. We have sent out a check amounting to $7,646.00 yesterday, 13 November 2014, and should be delivered no later than 5-7 business days. Again, I do...
apologize for the delay and if you wish to make another order in the future, rest assured it will be handled with utmost care.
Initial Consumer Rebuttal /* (3000, 7, 2014/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So who is going to reimburse me for not having my 8,000 dollars I my checking account and the interest I lost ? So it is going to be three weeks after you got the computer back until I get my refund...that is not acceptable when this much money is involved. I also want reimbursement for the interest I lost...around 100$.
[redacted]
Final Business Response /* (4000, 9, 2014/11/24) */
First and foremost. We would like to apologize to [redacted] if there was any inconvenience this may have caused him. The full amount of the price of the system was refunded to the customer. And due to the unsatisfactory feedback, we have also included the shipping cost to the refund in which we normally charge for returns. We are deeply saddened that we did not meet our customer's expectations for this order. Unfortunately, we could not reimburse for the interest the customer claimed he lost. It would be unfair to all our other customers.
Initial Business Response / [redacted] (1000, 6, 2014/07/14) */ Hello, Thank you for bringing the matter to our attentionWe have been extensive correspondence with the customer since last weekOur phone staff members do introduce themselves to the customers they speak with over the phone Otherwise, how would Mr[redacted] know our staff member's last name to begin with Our senior technician, [redacted] offered three different options for resolving the ram slot being covered but the customer referred to all of our input/recommendations as "technical mumbo jumbo." The liquid cooler does have its own advantages and disadvantagesIt would allow easy access to the one slot Since the customer is still under warranty, we are happy and willing to accept having his system shipped back to our facility for repair and or inspectionHowever, we are not responsible for covering the cost of shipping or upgrades (switching to a liquid cooler, etc.) This is clearly stated in our terms of agreementWe do apologize for any miscommunication/misunderstanding which may have occurred between our staff and the customer We value all of our customers and want to provide the best possible customer service experience Thank you Initial Consumer Rebuttal / [redacted] (3000, 8, 2014/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Mr/ Mrs/ it? This letter is confusing, mixing up the facts and not helpful at all This letter is not the answer I was waiting for I stated clearly my problem I stated clearly how I would solve the problem What else do I have to do? Why should I have to pay the shipping charges? Digital storm didn't build the computer properly in the first place It is digital storms responsibility to solve this problem for free, including shipping Digital storm is not willing to use good business practices to solve this problem like gentlemen I think it would be in both our interests if I send you your handcrafted masterpiece back, for a full refund Sincerely, [redacted] P.S.: My complaint started in March; not last week; after finding out the free NVIDIA Bundle is missing and "***" (we talked to him, in March, on the phone) promised to send it by e-mail, he never did!! Final Consumer Response / [redacted] (4200, 12, 2014/07/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) 7/19/ Dear anonymous (at DIGITAL STORM) Let's try this one more time! I purchased a NEW CUSTOM MADE COMPUTER from DIGITAL STORM; I chose every part for my computer from your list of available parts; It is not my fault that you have this monster of a cooler in your program; If I had known the size of it, I most certainly would not have chosen it; I would have chosen a smaller one; That is why I wrote: DIGITAL STORM installed the wrong CPU COOLER; That CPU COOLER is TOO BIG; It is so big it covers memory bay "A1"; You cannot use three memory bays; You have to be able to use "A2&B2" or "A2&B2&A1&B1; I simply suggested a liquid cooler because of its size; How this is accomplished is up to your skilled professionals Fixing the random cracking noise needs another specialistNot me How this is accomplished is up to your skilled professionals Sincerely, [redacted] Final Business Response / [redacted] (4000, 15, 2014/07/23) */ We can offer him an upgrade to a liquid cooler (Vortex 120mm.) Our senior technician can help him install the cooler over the phoneIf the customer would feel more comfortable, he can send it back and we can replace it for himWe will also cover the cost of shippingWe are willing to work with our customers to ensure they are satisfied with our customer service
Initial Business Response / [redacted] (1000, 5, 2014/12/29) */ First and foremost, I would like to apologize for any inconvenience this may have caused youWe have received your system back the first time on April 3, for issues with powering on and did our troubleshootingUpon learning that the issue was with the hardware, your system was sent back to the manufacturerOnce we got it back, we did our stress testing and Quality Assurance CheckWe shipped your system back to you and you received it on June 18, Turn around time usually is longer if the system is needed to be returned to the manufacturerAnd in regards to the motherboard and disks, please elaborate more so I could fully understandIf you can give the old and the new specifications, it would be great so I could take a look at it furtherIt would be unfair to all our other customers if a full refund would be the solution for thisEven though your system is out of warranty, we would waive the labor feeWe don't normally do this but I do understand the frustration of not having a fully functioning system You will only be responsible for any parts that needs replacement and the shippingAnd if the same hardware is the issue this time, we will work with the manufacturer in getting you a replacement one at no cost to youWe will also gladly extend the warranty of your system to another months on labor Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/12/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your response, however, the above arrangement is not acceptableI have my receipt and my receipt shows that my system is under warranty for yearsSo extending months is no extensionAlso, the system was shipped to you in the middle of March and not even touched until AprilThe issue with the computer is again the same issueThe system will not power upThere should be no charge for parts, labor or shippingAlso, we have not had the system that was paid forFairness to your customers would be standing behind your product and customers should have the expectation that they should receive their system back as they first purchased it and it should not have service issues in less than a yearQuality assurance should have also confirmed that we got the same system we paid for and that all its parts and disks were included when it was returned Final Business Response / [redacted] (4000, 9, 2015/01/12) */ I would like to take this opportunity to apologize for any inconvenience this may have caused youYour system is technically out of warranty but we will make an exception and gladly fix it for you at no cost provided that the issues are not physical damages or user errorThank you for choosing Digital Storm and again, I apologize for any inconvenience Final Consumer Response / [redacted] (4200, 11, 2015/01/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate the information and offer to fix the laptop at no cost and would very much like to accept, however, the business still does not address the issues in the original complaintAllow me to reiterate the issuesThe laptop was not returned to us after the first "fix" as we purchased it, e.gthe motherboard was changed and no disks were returnedThe other issue was that we were without the use of that laptop for five monthsAlthough I appreciate the response, I do not see any resolution for this issueI am hesitant to accept a "partial" fix to this problemFurther, as stated in the previous response, my sales receipt states "year warranty"I would very much like to resolve this issue, however, just fixing the laptop does not address the entire issueAlso, I am not sure what the statement of "technically out of warranty but we will make an exception"Further, a laptop that does not power up is not a "user" error as most people know how to push a power buttonAlso, the above resolution does not address the cost of shipping
Initial Business Response / [redacted] (1000, 5, 2015/04/24) */ First and foremost, I would like to apologize for any inconvenience this may have caused youI understand how frustrating it can be to be in your situationAs for your concern about replacement parts, we do honor that and guarantee that we will replace any parts deemed defective and necessary to make your system 100% functionalThe warranty covers all parts replacement however, the customer shall shoulder the shipping cost after the day periodIn regards to the errors you are encountering, I will try to break down your calls to better see a clearer picture 1st Call: 26th of January; Seeking assistance removing a trojan virus you mentioned that might have been from your school 2nd Call: 24th of February; You are requesting information for PDF application that you could use 3rd Call: 9th of March; seeking assistance hooking up monitors to your system 4th Call: 17th of March; Reported computer is going slow 5th Call: 23rd of March; Reported system is locking up and asking for an upgrade in video card 6th Call: 17th of April; Reported system won't boot up Only on your 4th call you have started to report the system having issues that might be a hardware defectAnd on your 6th call, we have tried troubleshooting over the phone but our technicians see the need for your system to be checked here in our facility to better diagnose and see the root cause of your issuesWe also do not use for new orders nor for repairs used componentsIf you can elaborate more on your system looking old so I could look into it further To resolve all of your concerns, we are more than happy to cover shipping costs to have your system come back here in our facility and for our team to take care of your concernsOnce we get your system here, we will do the stress testing and we will also try to duplicate all the issues you mentioned to see what's causing itThen we will replace all parts that is necessary to fix your system at NO cost to youAgain, I apologize for any inconvenience this may have caused you Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want my money back because the parts were bendand the part came back broken and no handling fees, or restocking feesall of it back 3,I want the total price back, I been trying to get it fix but no one seem to be wanting to fix my problem they didnt give you all of the calls they lied on most of itplease just give me a refund full refund Final Business Response / [redacted] (4000, 21, 2015/05/26) */ 1) Apollo Case - $ 2) Asus XDeluxe - $ 3) GTX - $ Total: $1, The customer has optionsFirst, we are offering to repair the system fully, however, since there are physical damages, we can't cover the replacement partsWe are willing to repair the system for a discounted price of $1,giving the customer a discount of $plus we will cover the shipping back to herSecond, we can offer a refundThe total amount the customer has paid is $3,We would deduct the amount of the damaged parts which is $1,377.00, that will leave her with $1,refundShe then can then file a claim to the shipping company she used to send her system to us to get the full amount of what she paid originally We would have handled the claim on our end if we were the shipperBut since the customer sent the system by herself, she is the only one that can file a claim Final Consumer Response / [redacted] (4200, 23, 2015/05/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) They said, that would repair any parts that was damaged, in the process in shipping, I have talked to ups and everything its not there fault, they said digital storm shipped with a big dent, in the side of the case, which I believe was true, and I can't pay 1,100$ I used all my money on that pc, and I can't pay no more if they just repair it fully, without any costs, I would be happy to keep itotherwise, if they can't repair it just give me a full refund, of the purchase price and the gtx is only dollars, not I looked it upand all those parts are handy downs, from their old computers because when it got shipped here it got allot of errors, and overclocked failed all the time, but many others time it was ok but it failed to boot, I just want it (full) refunded, or (full)repaired
Initial Business Response / [redacted] (1000, 8, 2014/06/30) */ Hello, The card and the system is years old, order # XXXXX Should the customer want a replacement, this should be addressed with EVGA which is the manufacturer of the card and it is still covered under their warrantyIt has been out of warranty with us since We only cover year warranty for parts Thank you for your time and attention in this matter Initial Consumer Rebuttal / [redacted] (3000, 10, 2014/07/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) The card has a year warranty with EVGA, which is now expired and besides the pointIn the warranty information I received with the system, it states, "During the warranty period, DIGITAL STORM will repair or replace, the defective hardware, for defects specified by me, free of charge for labor and partsI have a year warranty and it does not say anything about only year for partsYou are bound to the terms of the warranty and therefore are required to resolve this yourselfBy refusing to do so, you are failing to fulfill the warranty, which is illegalIt would be much appreciated if you could either repair or replace the card, in accordance with the warrantyThank you Final Business Response / [redacted] (4000, 12, 2014/07/07) */ Hello, The year limited warranty covers the parts for years and the labor for yearsSince the system is over years old it is still outside of our limited warranty for parts replacementsEven with this it was EVGA that send the defective hardware to the customerEVGA is the one responsible for repair/replacement of the defective video cardDigital Storm is not responsible for any defect in an RMA component Thank you Final Consumer Response / [redacted] (4200, 14, 2014/07/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Nowhere in my warranty information does it specify years for parts replacement and years for laborIt simply states year limited warrantyEither way, labor is still coveredAnd if labored is still covered, then Digital Storm is obligated to repair the card, stress test it, and send it back to meThis is what should of happened in the first place, but instead I received a different card that was not properly tested, even though parts replacement is supposedly no longer coveredI do not have an active warranty with EVGA; I have an active warranty with Digital Storm and therefore they are responsible for either repairing the card themselves or sending the card to EVGA on my behalf for repairsI should not have to directly work with EVGA, as that would be a failure to fulfill the warranty by Digital StormThank you Consumer Response / [redacted] (3000, 23, 2014/07/30) */ Was charged $for shipping and received a broken replacement and was unable to receive a refund My order number is XXXXXI was charged $on my credit card for shipping as part of their warranty service and received a replacement that was dead on arrivalI have tried to contact the company about the refund, but didn't receive a responseI was able to have the manufacturer of the item replace it, as that is what Digital Storm advised me to doI was told before I ordered the replacement service that if the replacement doesn't solve the problem, then I would receive a refund on the shipping, as that is Digital Storm's policyHowever, I have yet to receive the refund of $or hear anything back from them Business Response / [redacted] (4000, 25, 2014/08/07) */ Hello, Generally if a customer has paid for a part to be shipped and the part shipped is defective, we cover the cost to reship the itemThe customer does not get a refund of the original shipping paidIf the part was shipped by EVGA and it arrived defective, then it is up to EVGA to cover the cost of shipping out the replacementFrom our perspective, we do not owe the customer any refunds We would cover the cost to ship out additional parts if the original replacement part fails to resolve the issueHowever, Digital Storm does not have a policy in which we refund the shipping fee is a replacement part fails to resolve the issue Thank you Consumer Response / [redacted] (4200, 27, 2014/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke with EVGA on the matter and this is what they had to say: Good afternoon, I'm not showing any transaction taking place through us, EVGAAccording to your RMA we shipped the product back UPS ground, which has zero cost to youWhich means the only cost associated with your EVGA RMA was using a shipping company to have the product sent to the our warehouseEVGA then generate a shipping label to have the product sent back to youIf you had to pay shipping both ways, my assumption is this was with the other companyIf you paid to ship the card to your system builder, then unfortunately, we would not be able to cover this chargeThis would be something that you would have to contact the system builder to see if they can work with you to have that refundedI do apologize for any inconvenience this may have causedOnce again I do apologize for any confusion with the RMA process with EVGA, however we are unable to refund your shipping costPlease let us know if you have any other questions or concerns Not to mention the charge on my card showed up as Digital StormTherefore EVGA did not receive any of the money that I paid, but that is beside the point I am clearly being conned by Digital Storm and I will not stand for itYou made my pay $for a defective productIf your policy says you shouldn't give me a refund and instead you are supposed to cover the shipping of the defective product back, then how comes when I wanted to ship the card back to you, Digital Storm said that I have to send it to EVGA because it's not Digital Storm's problem anymore? You are contradicting yourself and makes me wonder if Digital Storm cares one bit about customer satisfactionIn line with your policy I am supposed to have the shipping of the defective product back to you covered, but you would not let me ship it back to youYou made me ship it back to EVGA instead, which is a violation of your policy and my trustSo why was I not allowed to ship the defective card back to Digital Storm and have the shipping covered like your policy states? Why was I forced to deal with EVGA instead and have to pay more shipping? Please explain that to me
Initial Business Response / [redacted] (1000, 5, 2014/10/03) */ Thank you for bringing to our attention the issue with [redacted] (Order # XXXXX) Unfortunately, after speaking with our technicians, we are learning that Mr [redacted] indicated he would be filing a complaint with the Revdex.com against us because we explained to him that we do not cover USER DAMAGE The damage done to his pins on the cord are user causedTherefore, we can't cover the cost of replacing the power cord since they were bent by the customerIn order to replace the pins, the entire cord would have to be replaced The battery is considered to be USER CONSUMBALE PART which is not covered under warranty If the customer had contacted us in regards to the failure of his battery, or the ring having issues, we would have been happy to assist him if we were aware of the defectsHowever, the product is now outside of warranty We would be happy to assist him if he would wish to purchase replacement parts Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did contact Digital Storm in regards to the bad battery clasps where the call technician was rude and was also given the run aroundThe damage to the pins is constantly plugging the cord back in because of the ring coming out of the charging portAlso how can $custom laptop have a shorter warranty than a $acerClearly the Digital Storm realizes how poorly they are built Final Business Response / [redacted] (4000, 9, 2014/10/13) */ Greetings: The manufacturer's warranty on the hardware is one yearUnfortunately, it is beyond that time frameTherefore, it is not covered If Mr [redacted] had called, there would be a record of his calls made to reach us as we keep records of all correspondence with customers and all technical issues related to an order We do apologize that he states our staff has been rude to him We are willing to offer a discount for the cord if he would like to purchase a replacement However, the customer would still be responsible for shipping fees Thank you, Digital Storm Management Final Consumer Response / [redacted] (4200, 11, 2014/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because a $charging cord should last longer than a $cord especially since it hasn't left the bedroom I live inIf this product's quality was as great as Digital storm says it is then it either would not have gone bad yet or it would be a fluke and be replaced
Initial Business Response /* (1000, 5, 2015/10/27) */
It is very unfortunate that this has to happen to your systemWe value all our customers and we are saddened that you had this experience with your brand new system from usAs per our terms and conditions, which you agreed upon ordering
the system, it clearly states that no shipping fee will be refunded upon return of the systemHowever, we will make an exception on your caseWe have already started the refund process of the shipping cost of $It has been done yesterday and should reflect onto your account within 5-business days depending on how quick your bank process refundsI apologize for any inconvenience this may have caused you
Initial Consumer Rebuttal /* (2000, 7, 2015/11/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Digital Storm finally did the right thing by issuing my refundFor the record, when I originally dealt with this issue with Digital Storm, I was told several times by different employees that since I had received a system that was defective from day one, I would not be responsible for the return shippingThen they issued the refund, and kept $for shipping!? Many would call that dishonest and unethicalAfter repeated phone calls to resolve this issue went nowhere, I decided to discuss the situation on Digital Storm's public forum on their own websiteThen, and only then, did they finally issue the remainder of my refund
Initial Business Response /* (1000, 5, 2015/11/20) */
We have already issued the refund on the 18th of NovemberAs much as we want to fulfill all orders the soonest time possible, inventory issues always ariseNevertheless, we would like to apologize for the inconvenience
Initial
Consumer Rebuttal /* (3000, 7, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received my refundI know inventory issues can ariseThat wasn't the issueThe issue was that I wasn't informed of the problem and had to find out from a post on the forums to someone else that you guys were out of stock on somethingI was also lied to by customer service on the phone twiceStop hiding behind inventory issuesThe bottom line is that I was lied to and not kept informed on the progress of my orderTHAT'S the problemI assume lies arise as well?
Final Business Response /* (4000, 9, 2015/11/30) */
We deeply apologize for the lack of communication in regards to the customer's orderWe are in the process of adding more people to better assist our customersI am glad the customer has finally received the refundRest assured we will use this feedback to better improve our customers overall experience
Initial Business Response /* (1000, 9, 2016/01/14) */
"Digital Storm is not allowed to register on behalf of the customer, it is the duty of the customer to register their products they receivePNY will not allow the reseller to do consumer registrations as that will result in us having
hundreds of thousands of registrations under our nameWe apologize for the confusion."
Initial Consumer Rebuttal /* (3000, 11, 2016/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So your going to play dumb with me I know you can't register the card but you won't provide the original receipt that pny required for registration, what's worse is you chose to buy from that company while others have 2-years warranty without registrationIt is fully your fault that I am in this situation trying to run from it just shows how bad your customer service is, but thank you very much for a dollar dead weight because you simply could not think your policy all the way through about what happens to people like me who can't register because you fail to provide what the company needs from the customer to get his warrentyIf the customer bought it himself he would have never had to go through this because he would have a receipt with the purchase date of the graphic card not like the one you give which only says when the system is built which I say again pny simply does not take or accept
Initial Business Response /* (1000, 5, 2014/02/06) */
*** ***, (#XXXXXXXX) the latest update I have is that my staff has worked diligently and patiently with him to assist him while he has been very rude and threateningThey finally reached an agreement with himWe agreed to
replace the case tower of his computer and cover shipping charges, and he will be continuing to receive any updates in regards to replacement hardware as necessaryThis is the latest development as of days ago and he has happily obliged to suchTherefore, the issue has been diffused and rectified
Final Consumer Response /* (2000, 7, 2014/02/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My threat was based on a lawsuit I had all grounds forThe Agressive lack of Playfull carefree civilan converseing was do to the fact that out of months my system worked barely of itAnd I stand by the threat that I will go to a Lawyer if this replacement tower crashes in less then months...I bought a computer system for thosands not a carProduct Quality Service buying from you is somewhat of a entrapment I only missed my refund window becouse I was under Army ordersAnd becouse of it I have been forced to stand by Digital storm hardwareHopefully this time it worksBecouse I cannot afford for thosands to go up in smoke on a computer systemNext time I will buy MACOr eventually ASUS will make towers
Initial Business Response /* (1000, 5, 2015/07/24) */
First and foremost, I would like to apologize for any inconvenience this may have caused youI understand that you have had this issue since last yearThere were also hug gaps that there were no reported issue with your systemWe
normally do not do replacement of parts after the warranty period but we will make an exception on your caseWe would gladly send you the replacement power supply at no costThe only cost to you would be the shipping feeAt the end of the day, we would just like to make sure that we provide excellent customer service to our valued customers
Initial Consumer Rebuttal /* (3000, 7, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not going to incur the expense of shipping and duties to replace a component that was clearly reported to Digital Storm as faulty, only months after receiving the new productI do not find that to be reasonable at allI have already paid several hundred dollars in fees to receive this system which included a faulty component that is critical to use of the productPlease assume your responsibility as a business that shipped faulty productThe fault was reported via your technical support submission form and responded to by ***, a senior technician who continued to delay the replacement of the part by sending me long lists of troubleshooting stepsHe knew the problem was intermittent in nature, yet chose not to replace the component on speculation that it could be faultyThe general consensus by product specialists on the Digital Storm technical support forums is that the component (Power Supply Unit) should be replacedThe component problem is of an intermittent (but critical) nature, and is the reason for the gaps in reportsNeither I, nor your technician had control over thisIn each response to your technician, I advise that I will follow his recommended troubleshooting steps when it occurs nextI am extremely disappointed that you would raise this as a reason to withhold or question warranty coverage on a productI have also informed you that the technician I have dealt with on this issue has consistently failed to respond to replies on this matter (updates on the issue), on multiple occasions, requiring me to escalate to Digital Storm Management, twice, in order to get a responseThis is documented in emails going back yearThis behavior contributed to considerable delays in troubleshooting this issue and reaching the conclusion he didAll of this added up to wasted time, and inconvenience on my part, as I had to constantly resubmit requests for technical support on your website
Concerning warranty commencement and expiry:
The issue was re-raised on June XX XXXX, and your technician stated that my warranty expired in May On June 29, @ 6:15pm, Digital Storm sent me a notification that my product order had just passed *** Assurance checks, and would be delivered 0-business days from that dateHere is the exact text in that email:
Verified By: Bobby
Estimated Shipment Date: 0-business days (Mon-Fri) from 5/29/
This means that I'm within 1-business days of warranty expiration, even though I had an open support case open with your technicians for the issue, and there was understanding that follow up would be needed because the product fault was intermittent
In closing, I will not cover any of the costs of shipping the part, given that the component was reported to Digital Storm as being faulty as early as October of 2015, a mere months after receiving the productYou included a faulty component in the shipping costs I have already paidPlease correct that at your cost, not mineNeedless to say, I have been extremely inconvenienced by this whole ordeal, and the fact that my computer (the product in question) intermittently fails to power on
Final Business Response /* (4000, 9, 2015/07/30) */
I understand where you are coming fromWe do not normally do this but we will make an exception on your caseWe will go ahead and pay for the shipping and replace the defective parts at no cost to youWe understand the frustration of not having a functional systemAt the end of the day, we at Digital Storm value customer satisfaction the most
Final Consumer Response /* (2000, 11, 2015/07/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am pleased with this latest response from the companyThank-You
My shipping address remains the same:
*** *** ***
*** ***
*** ***
If someone from the company needs to reach out to me for additional information or to provide a tracking number, I can be reached at ***@gmail.com
Thank-You,
*** ***
Initial Business Response /* (1000, 5, 2015/08/20) */
First and foremost, I would like to apologize for any inconvenience this may have caused youWe use personalized packaging per system to protect from shipping damages however, it is beyond our control how our carriers handle the
packagesI would like to offer to have the system come back here in our facility so we could test and repair all parts that are broken or deemed defectiveWe will replace any components needed to ensure your system is running perfectlyI will have your system go through the stress testing and QA to ensure that the system is working flawlessly before we ship it right back to youWe will cover shipping charges to have your system here and back to youAnd we do not normally do this but I can also offer to upgrade some components to compensate for your inconvenienceHowever, if you wanted a refund, we will gladly refund you the full amount since your system is within the day period minus the shipping charges as per the terms you agreed upon when you first ordered your systemAgain, I apologize for the inconvenience and please do not hesitate to reach out should you have any questions
Initial Consumer Rebuttal /* (3000, 7, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am appalled that you will not pay for the return of a computer system that was received with a long list of major problemsI have shipped the computer back to you and you should receive it by tomorrow - 8/22/I will accept a full refund of the purchase price, but if you determine that it is in your best interest to stick me with the shipping costs of $(receipt in hand), then I will make sure the Internet knows the facts of this situation through lots of popular review websites where people are looking for your servicesI have already written the review and have sent it to you when I replied to your e-mail asking for my satisfactionAfter I sent that e-mail, I received an e-mail back stating that someone would contact me since I was dissatisfiedTo no surprise, no one has contacted me to dateIn fact, the ONLY response I have received to my countless e-mails, tickets, and voice mails to you has been this response through the Revdex.com, so now you know why I took this routeI also included a copy of the review in the box that I shipped the computer back to you inI'll let you decide whether you want to pay the $138.20, or if you want the owner of a multi-million dollar digital marketing agency to start posting reviews for being treated unethicallyAnd just so you're aware, this isn't about the money for me, it's about trying to get you to take the right and ethical action and own up to your mistakes
Accepting the computer back for repair is not fair to me eitherI paid for rush processing and rush shipping, which costs me an extra $So shipping it back to you for repair, which takes week to ship each way, and then probably another week for you to repair it, for a total of weeks to receive it back to me, is unfairBy the time I receive it back, Intel will have released their next line of processors, literallyI didn't order this computer with rush processing to have to wait weeks to have a working computer in my handsAs I suggested in my response to your customer satisfaction survey:
What could have happened is when I first called in and Mike said this was a known issue, he should have said, we are going to build you a new box with a different motherboardWe will put that at the front of the line since you paid for rush processing originally, and we will ship it to you next day air so you'll have it in a few days since you originally paid for rush shipping as wellWe'll place a hold on your credit card for the second computer and we'll release that hold as soon as we receive the bad computer backI will e-mail you a shipping label that you can print off to ship back the defective computer you received, and I apologize for this major disappointment and inconvenience, and please know that we are embarrassed that we shipped you a computer that never should have made it out our door in the first place
If that was said to me, I would have accepted that, and maybe Digital Storm would have broken even on this orderMaybe you would have taken a very small loss, but if that had happened, you would still have a happy customer, who would have ordered a second system from you this year where you would have made that profit backYou wouldn't have this terrible experience posted where people are looking when they are trying to figure out who they should purchase from and you wouldn't have a Revdex.com case open that will still be a nick on your report card even if it's amicably closed
So with all of this in mind, will you reimburse me in addition to the refund for the cost of the computer in the amount of $for my shipping costs to send it back to you?
***
Final Business Response /* (4000, 10, 2015/08/24) */
It is very unfortunate that this has to happen to your systemWe do not normally do this but we will make an exception to your case due to the inconvenience it has caused youWe will go ahead and refund you the whole amount including the shipping charges
Final Consumer Response /* (4200, 12, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will accept this resolution when I receive the refund, however, you received the computer back last Friday and it is now end of day Wednesday and the refund has not been sentPlease advise as to when the refund will be sent
***
I ordered a computer online for 1,The computer arrived in a timely manner, but it never powered up! They said send it backI did They sent it to me again It still didn't power up They said I was the problem, I didn't know how to turn it on! I asked for a refund They refunded $and said there was a restocking charge I was charged $for absolutely nothing! Is this a scam or What?
Initial Business Response /* (1000, 8, 2015/12/03) */
It seems that there was a misunderstanding from the customer's endEverytime Digital Storm receives a Purchase Order (PO) from our website, customers are informed to submit us their PO directly via email for review and approvalWe have
never notified the customer stating that we have started their order and that clears Digital Storm from any misunderstandingIn addition to that, the customer was trying to set up monthly payment credit terms which we do not offer to POs in which we did inform the customer as wellThe customer may have just been upset about the denial of the credit terms they prefer
Initial Consumer Rebuttal /* (3000, 10, 2015/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Company does not specify in any way the terms they accept for a P.O from another companyI will take the complaints we have to our attorney
Final Business Response /* (4000, 12, 2015/12/07) */
We have a standard term for PO clientsWe do not offer installment payments as what the customer is requesting forAnd PO applications are subject for approval by the managementWe have communicated with the customer before of our policy and he was made aware of the only term for PO clients
Final Consumer Response /* (4200, 14, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Company made absolutely no effort to work with us in any way, shape, or formWe did not receive any correspondence until we contacted them which is where a rude customer service agent explained the policiesThere are laws in place regarding shady business practicesAlso, your website makes no claims of any kind regarding your PO policies that you are stating nowThere is no company who can legally deceive any purchaserThe company and the company's employees made no claims on policies until after the factThe PO that was sent over made very clear that if the company could not provide the product as requested to notify us by email or phone immediatelyThey made no effort to contact usWe had to contact themWe hereby request that this company has the Revdex.com rating adjusted due to advertising and harmful business practicesWe are also asking that the case be dropped in a way that allows us as a company to pursue legal action, which is allowed to us by law
Initial Business Response /* (1000, 5, 2015/09/29) */
First and foremost, I would like to apologize for any inconvenience this may have caused youWe received two (2) orders from you (*** on 08/20/and XXXXX on 08/21/2015)We processed both of them and went through all the stages
that took about weeksYou also received separate confirmation emails from us of the orders that were processed and shippedThere were no cancellation that was made during the entire timeThey were also different amounts so we did not expect it to be duplicate ordersA message or a call to cancel any of the orders would have prevented this from happeningWe normally would charge a restocking fee of 15% for returned orders with no hardware defect but we will make an exception on your caseWe will refund you the amount of the system minus the shipping chargesAgain, I apologize for the inconvenience
I had nothing but a headache dealing with this companyLong story I ordered systemsA PC and laptopFirst the pc was and I tried to pay using my debit cardCome to find out that there is a 3k limit on the cardWell they sent me emails that were labelled urgentThey sent instuctions to wire the money from my bank to their bankI did that and after I got ahold of a live person (I had to listen to their aweful music for over and hr comined time) and she told me it takes hours to clear their bankBack on the phone and that musicAfter negative feedback I heard nothing from themI just happend to check my bank and found they sent the money back with a fee! This all taking place in the course of a weekI don't have a PC either
Initial Business Response /* (1000, 5, 2014/12/09) */
First off, I would like to apologize to Mr*** for any inconvenience this may have caused himWe are currently in
the process of getting the system back from Mr*** and checking the reason for such issuesWe would gladly pay
for the shipping
from and back to Mr***We do not normally do this but will make an exception due to the fact that Mr*** had some issues beforeWe will keep him
updated as to the progress of his system and will ensure 100% functionality before we ship it back to him
We value our customers and we strive to achieve customer's expectations at all times
Initial Consumer Rebuttal /* (3000, 7, 2014/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The only reason I cannot currently accept this response is that I am currently awaiting the outcome of my returning the PC to Digital Storm and receiving it back and fully functional
Once this occurs I will be more than happy to indicate that Digital Storm has successfully resolved my complaintIn the meantime, I sincerely appreciate their willingness to cover the cost of returning the system to them a second time for repairs
Final Business Response /* (4000, 14, 2015/01/09) */
First and foremost, I would like to apologize if this may have caused any inconvenience to youI understand the frustration of not having a fully functional systemWe at Digital Storm value our customers satisfaction and we would gladly have your system shipped back here and change any hardware that might be causing your issues at no cost to youWe will ensure the functionality and will have your system go through a series of stress testing and quality check to provide the highest quality of computer Digital Storm has been known forAgain, I apologize for the inconvenience and Thank you for choosing Digital Storm
Final Consumer Response /* (2000, 16, 2015/01/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After receiving the system back a second time supposedly fixed and functioning, the CPU cooler was bent and not functioning correctlyI spoke to *** at Digital Storm, who indicated that the CPU cooler must have been bent during shippingHe gave me three choices: get instructions from them on how to bend the CPU cooler back in place (which they assured me would be fine and that they would warranty for life) or have them ship me a brand new CPU cooler for me to install myself with their instructions or ship the whole computer back to them to be "fixed" againObviously, since I had been without a functioning computer for over two months now, I chose the second option to have them just ship me a brand new CPU coolerI finally received the new cooler the other day and will be installing it soonHopefully, this rectifies all the system issuesNeedless to say I am extremely disappointed in their customer service and the difficulty it took for me to have a warranty issue resolved successfullyHow can a company that exhibits these business practices have such a good Revdex.com ratingIt makes one wonder how businesses are rated if not by how they treat their customers and how they honor their warranties and work
I am only accepting this response as there is no point in disputing the issue furtherAm I happy? No, I am not happyThe whole,process has left a horrible taste in my mouth and I for one will never order from Digital Storm again and will advise all my friends, family, associates, etcto not do so either
Initial Business Response /* (1000, 5, 2016/01/19) */
First and foremost, I would like to apologize for any inconvenience this may have caused our valued customer. The return label we have sent the customer is valid. We were actually waiting for the system to come in for the intention of...
repairing the system. I have just sent the customer an email asking if he was told about the hold status by a UPS location. We can surely provide a return label if that was the case.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No I do not. According to UPS the shipping label provided by Digital Storm must be released to UPS , printed out by UPS before it is valid and UPS can pick up the package (they would have the shipping label). I can provide my local UPS office phone number and contact to verify that no UPS employee could pick up this package until the shipping label is released by according to UPS Digital Storm.
Final Business Response /* (4000, 9, 2016/01/21) */
The system is already on its way back here to our facility for repair. Here is the tracking UPS tracking number: 1ZYXXXXXXXXXXXXXXX. This response from Mr. [redacted] might have been an old one. Please let me know if there's anymore questions or concerns regarding this shipping label.
Initial Business Response /* (1000, 5, 2015/06/25) */
First and foremost, I would like to apologize for any inconvenience this may have caused you. I have received your initial call and like what you said in your statement, we could not find your order in our system due to the fact that your...
order was placed through a reseller website, Rakuten.com. Since we do not have any record of your order, our customer service can't try to troubleshoot since they are not aware what kind of system you have. It is a challenge to try to solve an issue without knowing what kind of system you have. And because of that, I have instructed you to send in the system for repairs and we will do it at no cost to you since you mentioned that you purchased it December 2014. All Digital Storm systems, might it be purchased on our website or a reseller site has a minimum of 1 year parts replacement warranty. However, customers are responsible for the shipping cost to and from our facility if it's more than 30 days.
To summarize, we would love to help take care of any issues you have since you are covered by our warranty. It would be unfair to all our other customers who pays shipping cost to have their system repaired here in our facility. Again, I do apologize if this have caused you any inconvenience.
Please refer to the script below:
Warranty Details: http://www.digitalstorm.com/terms-and-conditions.asp
M. WARRANTY SERVICE
Digital Storm will cover shipping costs back and forth and replace the part(s) within the first 30 days of receiving your computer system. After 30 days you will be held liable for shipping costs back and forth, and Digital Storm will honor warranty service and replacement only, not for shipping. Digital Storm may also use similar products or similar to new products for all repairs to computer systems order if the product first indicated is out of stock. For example: If a certain hard drive, such as a Western Digital 80GB hard drive is out of stock, Digital Storm replaces it with a equivalent such as a Seagate 80GB hard drive. Digital Storm either uses an equal or better product at no cost to the customer. If you request for Digital Storm to use a specific product for your order and would not like to substitute it with alternatives, please indicate it with an email to [redacted]@digitalstorm.com and on the return package
Initial Business Response /* (1000, 8, 2014/05/14) */
The customer has already filed for a chargeback with the credit card company. Case # XXXXXXXXXXXXX. Customer filed chargeback for full amount: # 1,079.00. Therefore we will not issue another refund. That would be double the charge for...
us and double the payment for him.
We filed a response and have ONLY disputed the restocking fee of $152.10 because the system was never shipped out. However, we took the time to build his system, and we had to invest cost in to such only for the customer to cancel right before it was ready to ship.
For this reason, we have a restocking fee policy, in which every customer agrees to prior to purchase. Customer is aware of this. Otherwise, if everyone ordered and then cancelled, we would be losing a lot of time and money.
This all specified under the terms and conditions:
L. RETURNS
Refunds are only issued for the sale amount at current selling market value (see section "O") of the component(s) inside the computer, and does not include freight charges.
http://www.digitalstormonline.com/terms-and-conditions.asp
Additionally, a 15% restocking fee is applied to computer system unless all of the three items below have been met:
1. Your purchase is returned back to Digital Storm within 30 days of original delivery.
2. There are defective hardware component(s) inside the computer such as a memory stick causing stability/performance issue.
3. Digital Storm or a third-party computer company contracted by Digital Storm has verified that the stability/performance issues are in direct result of the hardware inside the computer and NOT the software such as the operating system, drivers, or software.
Digital Storm cannot offer a full refund for the purchase price of the product(s) unless there were issues such as defective hardware component(s) inside the computer such as a memory stick causing stability/performance issues. The returned merchandise must include its original packaging, manuals, and all accessories. All sales on software items are final. Opened accessories such as the monitor and speakers will not be refunded. Digital Storm will not refund shipping costs and will not pay shipping for returning packages. ORIGINAL SALES RECEIPT REQUIRED FOR ALL RETURNS. THE 30 DAY MONEY BACK GUARANTEE IS ONLY HONORED IF THE COMPUTER SYSTEM IS RETURNED TO DIGITAL STORM WITHIN 30 DAYS FROM DATE OF ORIGINAL DELIVERY AND THE COMPUTER MUST HAVE DEFECTIVE HARDWARE. CUSTOMER IS RESPONSIBLE FOR ALL SHIPPING FEES FOR RETURNS. THE REFUND VALUE WILL BE THE FULL PURCHASE PRICE OF A NEW DIGITAL STORM COMPUTER AT CURRENT MARKET VALUE. Before making any return, back up all software and data and remove any personal information, confidential information or private content which you do not want viewed or used by any third party. Digital Storm is not liable for lost data or misuse of data on computers that are returned for any reason.
Initial Consumer Rebuttal /* (3000, 10, 2014/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Digital Storm proceeded to process sale of computer AFTER a disqualifying discrepancy with billing and shipping credit card information was noticed. In addition, Within 12 hours after placing the order I called their very own dysfunctional customer service department to cancel the order because this above mentioned discrepancy couldn't be resolved by either party!
In the Company's terms and conditions Section 2, vi it states that:
Order cancellation will be accepted BY PHONE with a sales representative or over the web (only before the order is processed). It cannot be done over email or by leaving voice mails. You can confirm order cancellation by checking the order status online. Cancellation on orders already charged carries a 4.9% credit card processing cancellation fee. If an order has already been built in our facility (entered Stage 4) but has not been shipped, there will be an additional 15% restocking fee which covers expenses for taking the system apart and re-stocking the hardware.
Contrary to their statement that "I cancelled right before the computer shipped", I cancelled this order with customer service BEFORE it was processed and before their stage 4 build process! But they kept ramming the order through, I presume to hit me with a restocking fee...Shame on you Digital Storm for your shady business practices!!
Final Business Response /* (4000, 12, 2014/05/19) */
While we do sympathize with the customer, as a business, we have our own policies that must be enforced in order for us to survive. It is unfair for us to invest the time to build a system and the money to pay our employees to do so, only for a customer to cancel the CUSTMOMIZED order at much later stage.
Our records indicate he placed the order on 4/21/14. He then later called to change the billing address to match the shipping address otherwise we would NOT process the order nor ship it out if it didn't match. on 4/22/14, at which point we have already began building half way thru, he called in again stating he wants to change the billing address which would not match the shipping address. Per company policy, as a SECURITY measure for both our company and our customers, we REQUIRE a credit card authorization form when there is a discrepancy in the addresses. This is used a SECONDARY form of protection. The system was BUILT BY 4/23/14 and still the customer REFUSED to complete the required CC form. On 4/25/14, he finally stated he refused to cooperate. Our staff explained to him the system had already been built and the order WAS IN FACT PROCESSED THE FIRST DAY BECAUSE ALL THE ADDRESSES MATCHED. He then later decided to provide new addresses, at this point, the order had already been processed and was being BUILT.
Consequently, in order to abide by our own policy, we explained to the customer that unless he submits the required credit card authorization form, we would not ship out his order. He then stated he would cancel his order even though he was informed that he would in fact still be subject to a restocking fee as it was too late.
While we do value the business of every customer, we feel it is unnecessary for the customer to be verbally abusive and defamatory towards our company just because we can't bend the policies for him.
Thank you for your time and understanding in the matter.
Initial Business Response /* (1000, 5, 2014/11/14) */
First and foremost, I would like to apologize for your inconvenience with your refund. We have sent out a check amounting to $7,646.00 yesterday, 13 November 2014, and should be delivered no later than 5-7 business days. Again, I do...
apologize for the delay and if you wish to make another order in the future, rest assured it will be handled with utmost care.
Initial Consumer Rebuttal /* (3000, 7, 2014/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So who is going to reimburse me for not having my 8,000 dollars I my checking account and the interest I lost ? So it is going to be three weeks after you got the computer back until I get my refund...that is not acceptable when this much money is involved. I also want reimbursement for the interest I lost...around 100$.
[redacted]
Final Business Response /* (4000, 9, 2014/11/24) */
First and foremost. We would like to apologize to [redacted] if there was any inconvenience this may have caused him. The full amount of the price of the system was refunded to the customer. And due to the unsatisfactory feedback, we have also included the shipping cost to the refund in which we normally charge for returns. We are deeply saddened that we did not meet our customer's expectations for this order. Unfortunately, we could not reimburse for the interest the customer claimed he lost. It would be unfair to all our other customers.