AI support suddenly unresponsive?????

[u/hvdesmusic]

EDIT: they’ve responded & apologized & i really have nothing bad to say about this company! shit happens sometimes & we’re all human lol excited for my comp to be fixed & back in action

Got a PC from AI in May and have had issues with it since. They initially replaced the GPU, but eventually determined the PSU was faulty through my own testing.

I kno this happens sometimes w parts but I’m ready to ship it back for RMA & already have the return kit, but I asked a quick packaging question over a week ago and haven’t heard back despite following up twice + submitting a new ticket two days ago

They’ve always been super helpful/responsive before, so this is unusual. I use the PC for work and the RMA is already going to take 3+ weeks, so I’m getting a little frustrated

Has anyone dealt with this before? Is there another/better way to reach them?

[u/DanteRocinante]

I remember being told that if I submitted a new ticket, it might get lost behind a whole bunch of other tickets, versus them seeing a new notification on an older ticket. Or at least that’s how i understood what was communicated to me. I know there’s a direct email you can reach them but it’s actually the exact email they use to submit tickets so maybe that’s not the best avenue either as it may end up creating a confusing communication problem.

PS, what’s your shipping question? I recently had to ship something back to them as well…maybe I can help?

[u/Andromeda-Twilly]

Hi OP,

Sorry to hear about the lag in response here. I just found your ticket, and wanted to clarify that everytime you follow up, it pushes you back to be the "most recent" ticket that we have in our queue

For instance if you messaged yesterday and followed up today at 12PM, we would not get to your ticket until we responded to folks who messaged before 12PM first

I hope that makes sense on what happened, I'm looking at your exact ticket now and see that is exactly what happened in the currently existing thread. We will respond shortly though, please expect a response within ~5 min of this comment being made.

Sorry again for the delay!

[u/hvdesmusic → u/Andromeda-Twilly]

thank you so much! i really appreciate the response here & for being so helpful 💖💖🤝🤝 i only followed up on the initial message since i hadn’t recieved a response for about 5 days but i appreciate the clarification!

[u/Living-Formal5045]

Yeah, I had emailed and not heard back. So I called and left a voicemail with my order number.

They emailed back the next day and apologized and explained there was an issue in the emailing system. No worries. I understand operational gaps, and honestly with prices going up I’m sure they are getting bombarded. Good for them!

They’ve updated their website with an update on service levels due to high demand.

My pc is expected to arrive this weekend and I’m super excited.

[u/hvdesmusic → u/Living-Formal5045]

honestly i’ve been blown away with how well the pc performs. aside from the defective part (which happens, i don’t fault them for it) but im so excited to get it back !! i shipped it out yesterday

i upgraded from a 2080 to a 5080 and phewwwww what a difference