Completely Frustrated with Hypersonic Support (or lack of)

I am sorry if this comes off as a rant, but I am so frustrated with the support I am receiving for a warranty repair that I could just scream.

Today marks the one month anniversary of my laptop being sent in for repairs. For one month I have been receiving a complete run around ranging from flat out lies to managers who really could give a rats ass about keeping a customer happy.

My laptop is a GX7 which I received in June '04 which I paid about 3.6k total. Its a great system that has served me very well. Well my computer is was suffering from a well known problem with that model, the ATI video became corrupted and scrambled after periods of use. I had to keep under clocking the video further and further to delay the corruption in games and applications.

I sent this laptop in for repairs February 20th, and they received the unit on the 21 since I live on Long Island where Hypersonic is also located. Within the first week they test my system and agree it requires a motherboard swap (which is the common solution to this well documented problem). What happens next is about 3 weeks of lies or half truths about motherboards being ordered, replaced, or fixed. Every time I call its a different answer. I will even get different answers from the same person I always seem to speak with.

An example last Monday I called to check on the status of my laptop which they had told me they received a new motherboard and was testing it as we spoke. Called on Wednesday that same week and the same person told me they were still waiting on a motherboard. Called Friday that same week where a manager named Alyson told me they didn't need a new motherboard they just reapplied thermal paste and it should be shipped Monday. Well I call this Monday and they tell me its testing and should be shipped Wednesday. Guess what, I called today to perhaps get a shipping number and they tell me they are waiting on a motherboard still that is due to arrive Thursday. I mean this has got me going crazy here.

I know many of you are thinking I should speak to a manager, which I have about 4 times now. Most managers I have dealt with in the Sales business realize how important customers are, and generally bend over backwards to help or satisfy a customer. Not Hypersonic. This manager seems to care less my laptop has been in the shop for a month, and feeds me the same BS as the employee who has been answering the phone when I check the status. Today just did it for me, when complaining again to the manager about my laptop she had the NERVE to say ‘it’s hard waiting' when I complained about the length of time my system has been in. IT’S HARD WAITING???? This isn’t a week or two for a simple motherboard swap, it’s a damn month and counting since they 'claim' the motherboard will arrive Thursday. Not once did they even offer to do anything to help or appease me. I find this unbelievable. I don't know am I being unreasonable? My previous laptops were Dells and any type of problems I had with those generally had a 1-2 week turnaround time.

Take this story anyway you like, I am not trying to sway anybodies opinion about Hypersonic, but I am so frustrated and annoyed its beyond words. I use this laptop for school, being without it for a month has been extremely difficult since it’s required at my school.

I am glad you won’t send out a repair that will end up with a problem later, my problem was mostly with the length of the repair, and the run around I seemed to receive every time I call. It’s just hard to believe 3+ weeks have past waiting for a 2nd motherboard to replace the motherboard you ordered initially. It has also been frustrating calling about the status of my system and being told one day that the motherboard is being installed or my system is being tested to be sent out then calling a few days later and have them say they are still waiting for a motherboard.

Pat I appreciate your response, thank you for looking into my situation.

Just a quick update.

We are on week 5 now. My wife called yesterday and spoke with Alec who claimed the motherboard was installed Friday and it will be shipped on the 29th after testing it over the past few days. While this isn’t the first time they told me this, I hope it’s true this time. She needed to remind them that we are more than aware the system is discontinued (believe me I remember, Hypersonic had claimed the graphics would be upgradeable on their product comparison charts ) but remember Hypersonic sold us a 2 year warranty so its not our concern that it was discontinued.

I finally got my laptop back today.

Well....I really am frustrated and annoyed right now. Perhaps you can give me an explanation Pat before I jump to any conclusions.

I ran some tests including 3dmark2003 and 3dmark2005 which gave me significantly lower scores than before the motherboard swap. Scratching my head I installed radclocker to check my clock rates and my video memory is running a full 50 MHz below stock (Default for the original system was 410/270 now it is 452/219). Was the 'fix' for my issue to under clock my video memory by 50mhz? You can understand why I feel this is unacceptable.

I called today to ask about the clock difference, I got the reply I was expecting...it came that way and nothing could be done about it. I don't see how a 25% reduction in 3DMark03 or a 100MHz reduction in video memory speed is acceptable or how it can be passed off as a repair. Part of the reason I went for the Clevo model opposed to the Dell XPS was due to the clock speed of the ATI 9700 in both the systems. When I bought my system I was getting about 4000 (tops was 4032) for a score in 3dmark03, now I get about 3000 (tops 3096) with the reduced video memory clock. I can feel the difference with most of the games I play today since video memory speed seems to play a bigger role than it had when I bought my laptop.

I had also required a new battery which apparently was either not done or I got a 2nd dud because it still turns on and runs out of battery in about a minute after boot. At least Alex is sending out a new battery right away so I don't care too much about that. I am really dissatisfied with everything right now.

Pat I left you my customer number in a private message.