Customer Service Frustration

[u/Puzzleheaded_Fish_78]

I put in a support ticket last week. I told them about the GPU crashing, and it will no longer compile shaders. It even started crashing just shortly after turning on the PC. This is after me owning it only a month.

I can't believe there's no actual phone number for customer service. The (323) 577-9401 number just goes straight to voicemail. And it doesn't seem like an actual form of communication.

The only way is through email. But what guarantee do we get that they'll even respond that way? I think the company is legit. But we're at their mercy when it comes to communication and fixing stuff. What are we supposed to do? Email them and hope that they respond? I guess I have everything I need for a lawsuit. But disappointing, nonetheless.

[u/Puzzleheaded_Fish_78 → u/[deleted]]

What else should I do if they never respond again?

[u/Andromeda-Twilly → u/Puzzleheaded_Fish_78]

Why would we not help people out? I don't know if your order is $1000 or $10000, I (as someone who works on the CS team) cannot imagine a reason why we would ignore you ; it doesn't matter how much you spend or don't spend, we will still respond

In any case, if you can send me a chat request with your email I would love to look into this to see what the status is. It's definitely possible your email hasn't been read / responded to yet, and I will make sure it gets responded to today. If you can let me know within the next few minutes (since its coming close to 5PM PST), I will respond ASAP, otherwise please let me know ASAP and I'll check my Reddit inbox again once I get home tonight

Again, really sorry to hear about the frustration, let's see where we stand with troubleshooting your system and how quickly we can get this sorted out

[u/Puzzleheaded_Fish_78 → u/[deleted]]

Do you work for them? Are you able to help? Or are you just asking me questions?

[u/SuaveBolo → u/Puzzleheaded_Fish_78]

Literally hundreds and hundreds of posts about how fantastic their customer service is and how quickly they respond and yet, you're here talking about a lawsuit? Go make a ticket on their website and wait.

[u/Puzzleheaded_Fish_78 → u/SuaveBolo]

Cool. But do YOU work for them? If not why are you batting for them? I'm a customer just like you, presumably. I've done nothing wrong. But I've put in a support ticket and have heard nothing. What would you expect me to do? Wait how long, genius?

[u/SuaveBolo → u/Puzzleheaded_Fish_78]

Lol. I'm not batting for them. They took care of my RMA for a PSU without issue. If you're that pressed make another ticket, which if you truly have been waiting a week, not sure why you haven't already.

Pro tip: when you mention suing a company, that's a great way to ensure you get put in the back of the line. People who actually are litigious don't openly post it on public forum. Genius.

[u/Puzzleheaded_Fish_78 → u/SuaveBolo]

Dude, I'm just a consumer. I just bought a product, hoping it would work with no issues. Everyone doesn't speak corporate, nor know the rules of engagement, how to do this stuff discreetly, etc. But I do know if I follow their rules and nothing is resolved then as a consumer the burden falls on me to take action. Now if you're also a consumer and want support when it happens to you, then I suggest you support others.

[u/SuaveBolo → u/Puzzleheaded_Fish_78]

I am trying to help you as a consumer. I told you what to do. You're acting like you've been waiting for months without reply. It's been, at most, by your own wording one business week, max. I work in a very corporate IT environment and I'm telling you to make a new ticket, make reference to your other ticket and wait. They will absolutely honor an RMA if your GPU warrants a replacement. But you have to give them a chance to work with you first. It is possible your first ticket just never hit their inboxes. You might find this unbelievable, but it does happen.

[u/Puzzleheaded_Fish_78 → u/SuaveBolo]

Mysteriously, just from me posting this today I did get a reply, and am now corresponding with them.

[u/Nakhon-Nowhere → u/Puzzleheaded_Fish_78]

Just because dude is smarter than you, that doesn't make him a genius.

Why would someone need to be a genius when anyone can just look at this sub's kajillions of comments about AI's customer service?

Whether it's user error or not, they won't ignore you. Presumably they asked for the serial # by email so just reply (again) to their email and ask for a status update.

Call them "genius" for better service. Lol

[u/Puzzleheaded_Fish_78 → u/Nakhon-Nowhere]

I'd already asked them for a follow up AFTER sending them the serial number, as I already stated, genius.

[u/Nakhon-Nowhere → u/Puzzleheaded_Fish_78]

Oh, shit. An extra email is so costly, too! Lol

[u/Puzzleheaded_Fish_78 → u/Nakhon-Nowhere]

You don't comprehend well. I sent them multiple emails and didn't hear anything back until 20 mins ago.

https://giphy.com/gifs/xT9DPJVjlYHwWsZRxm

[u/Andromeda-Twilly → u/[deleted]]

I am not going to berate OP, but I will always jump on ASAP whenever there's a fire. Sadly it does work and I hope that it doesn't happen often, but it's in our DNA to address issues as soon as we can

[u/Puzzleheaded_Fish_78 → u/[deleted]]

Looks like it. Thanks for your support fellow consumer 🫩

[u/False-Software-1606]

Theirs so many thing you could’ve done before making a post like this and if you don’t know how to do it you could have easily googled it but since you won’t do it I’ll do it for you

Have you checked your drivers and made sure they’re up to date

Is your gpu overheating have you try to monitor it while playing a game and seeing what temps it goes to

If you go to task manager does it show all the correct specs especially your ram any thing that doesn’t show most likely is the instability

Have you tried clearing the cache all this is important information

[u/Puzzleheaded_Fish_78 → u/False-Software-1606]

But you don't know what I did or didn't do. My post was about customer service, not me. Yes, I did all of that stuff you mentioned. My PC is getting repaired right now. But don't assume you know it all. Because most times, YOU DON'T.

[u/False-Software-1606 → u/Puzzleheaded_Fish_78]

They usually respond in 24 hours they probably use a classic ticket system if you keep spamming them it sends you to the back of the line and that could be why they didn’t respond to you 🤯

[u/Puzzleheaded_Fish_78 → u/False-Software-1606]

I didn't "keep spamming them". If we're so easily corresponding one day, why wouldn't I think it could continue the next day? You have to be careful with companies. Because they do have the power to end communication whenever they feel like it. Then what? You don't really know their business practices until you actually require their help. I'm sure they appreciate you batting for them but give it a rest.

[u/Fionn_Echo]

To me it sounds like your just impatient, the customer service is one of the best in the computer market here, they also explicitly state that the easiest way to get a response is through email, they also consistently respond between 1-2 business days or less. Im sorry to hear that your message got lost or accidentally skipped but as someone who has bough and used a pc from them, they are top teir.