CyberP's AW Adventure (and initial review !) Aurora m7700 fx-57 - Page 6

Haven't seen war games in a long dam time. May not be working perfect yet, but it still looks great.

any updates on your lappy?

That was the message I got as well. "We'll put it in for deep testing" (oooh missus ) and that this would tack a few days on the turnaround time.

BTW you asked a while ago where I had sent my system : it has gone in to AW Ireland. With any luck it should be back in a couple of weeks ... --- ...

An update on my Aurora problem: hopefully happy ending soon...

The turnaround on the system was extremely quick. It went off on the 3rd and was back again on the 15 th. The downer was that the problem was not solved. Despite my letter, the tech had swapped in new drives and simply retested the machine. I got a new set of benchmarks to show for it but drives in the lower bay still will not read. I was ready to cancel everything since this is what I had quietly decided upon. I got on the phone to tech support and was politely assertive in explaining my dissapointment and dissatisfaction. I explained that this machine must have a subtle defect that even experienced techs have been unable to resolve (note : that was not said sarcastically). I told the tech that I understood that standard procedure was not to replace entire systems but explained that if a new system was not possible even considering the subtle nature of the defect, then I would have to consider cancelling my order. This was not meant as a threat but stated merely as a (very) regrettable consequence.

The tech on the phone was apologetic and made a lot of effort to be helpful. The whole conversation took about 20 minutes (including 2 brief moments on hold while the tech conferred with his manager). End result: they are going to build a new machine for me, and here is the icing on the cake: I get to keep the current machine until the new one is ready. That really is exemplary service and AW made good a lot of my waning enthusiasm for them as a company and for their product. Well done and thanks muchly!

Bottom line: Problems and defects can happen to any product from any company. Perhaps AW suffers more than most, who knows? What is more important to me though is how a company then deals with and utimately resolves that problem and what kind of support is then given. There have been hiccoughs with this order and I hope that the new system will be perfect and one of the "newer generation" of Aurora's with some of the teething problems ironed out. Plus, being polite but assertive works. If you have to rant and rave on the phone your case is already lost - you will get nowhere with anyone. We are all human after all and no one wants to go out of their way to help a jerk.

I'll keep the thread updated - and CyberP I hope you get a good result as well.

That is great news CyberP. Still can't believe how well you've been able to keep it together throughout the whole adventure. Congrats man.

Good to hear Steve is updating you. RE the survey - I'm not too sure how closely they monitor them - I filled about 3 out when I was having issues with my desktop, never heard from anyone...(related to the survey, that is).

Hi CyberP,

Chill mukka, listen to some Bob Marley and stop reading horror posts

You've got one of the AW Reps looking out for your stuff so you're as covered as possible. In fact, to cheer yourself up, find some of the threads where people reported results AFTER one of the reps started looking after them.

If the thing is to come back broken you (a) can't do anything about it before it happens and (b) you will then have an excuse for a complete new machine (or an excuse to buy a dell ).

So until that bridge needs crossing, repeat after me:

oooOOOOOOOOOOMMMMmmmmmmm....
oooOOOOOOOOOOMMMMmmmmmmm....
oooOOOOOOOOOOMMMMmmmmmmm....

All better?

BTW, if it makes you feel any better, my "on loan" aurora is still in its backpack. I have hardly had a chance to use it at all so far (and besides it isn't really _mine_ so I can't even move in yet ).