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ibuypower and me (the tech support story) - Page 2

post #21 of 70
4/14/05 at 6:05pm
Thread Starter 
agreed that they have slightly slipped in the ratings ever since i bought from them, but i still stick to me previous remark, they rate pretty well.

keep in mind that on reseller rating people who rate on there, only go there because they have a reason to complain. there are many and i mean MANY happy buyers who just never go and rate because they have no need to. they bought a computer, it worked very well, and so they didn't comment on it. they had no need to degrade the company by starting an anti-(store name) campaign.
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post #22 of 70
4/14/05 at 6:12pm
But that would apply to all companies and thier customes so that point is moot
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post #23 of 70
4/14/05 at 7:52pm
Quote:
Originally Posted by abf
agreed that they have slightly slipped in the ratings ever since i bought from them, but i still stick to me previous remark, they rate pretty well.

keep in mind that on reseller rating people who rate on there, only go there because they have a reason to complain. there are many and i mean MANY happy buyers who just never go and rate because they have no need to. they bought a computer, it worked very well, and so they didn't comment on it. they had no need to degrade the company by starting an anti-(store name) campaign.
I agree somewhat with your thoughts that there tend to be more people seeking outlets (like resellerratings) for complaints than praise. However, as B said... how do you explain the people with flawless or near flawless ratings then? I had heard that some of them (e.g. discountlaptops) offered free shipping or something such in exchange for a positive review, but I know for a fact that places like ProPortable do not do this.

Also, I should note that I initially had a very positive experience with ibuypower. When I ordered from them last June, they upgraded my shipping free and got my notebook out on the day they said. And there were no problems with it for months. I even had a positive review of them up on resellerratings (a glowing one in factr - since changed, of course). However, once there was a problem, it was hell (as I've elaborated on many times before).

My point is, any company can make a sale - it's how they back up that sale that matters (warranty, support, customer service, etc). And in my experience and the experience of many others on this board and on resellerratings ibuypower is deplorable in their after-the-sale conduct.
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post #24 of 70
4/14/05 at 11:06pm
Thread Starter 
i cannot comment on sending in a laptop for repair yet, after all, i just dropped it off at UPS yesterday. but their phone and email tech support stacks up pretty well, in fact, from my personal experience even better than Microsoft (MSN) and HP/Compaq (which was total HELL).
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post #25 of 70
4/15/05 at 3:13am
got a quick question...did you ever have aproblem with playing dvd's?
the dvd's play but i can't see the video..i see the screen and hear the audio..but no video...
any suggestions?
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post #26 of 70
4/15/05 at 8:28am
Thread Starter 
you might not have all the correct video codecs installed. the audio codec is there, thats why the sound is going (and dvd spinning) but since there is no video codec, it cannot rander a picture for the life of it.
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post #27 of 70
4/15/05 at 3:47pm
hmm....i can view the DVD using Windows media player but when i click on the full screen the VIDEO dissappears..when i resize it..it comes back..

weird huh?
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post #28 of 70
4/15/05 at 5:32pm
Thread Starter 
yeah, thats unholy. sorry, can't help ya.
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post #29 of 70
4/15/05 at 8:57pm
good news!
i got the DVD working...
i thought it was gonna be hell with technical support..
but i'm telling you it was smooth as silk for me.

I heard all these horror stories with iBuypower Tech support,
so when i called up tech-support i was ready for it.

But it was not what i expected, the operator was very polite, transferred me to tech support, and the tech support guy was very polite, asked me what the problem was, i told him about my DVD not showing video, and then he said to wait for a minute..i thought it was the end of the call..end then he got back on the phone and asked me to check my MSCONFIG which i did, and with that i discovered that one of the program i was loading had a conflict somehow, i turned it off and the DVD works fine.

The program that was causing the conflict was "OBJECT DOCK", now i have to look for a replacement for that

But anyway that's thums-up to iBuyPower
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post #30 of 70
4/15/05 at 9:29pm
You should call Sony, and find out what BAD tech support is really like.

Good laptops, good quality, unimaginably horrible tech support.

A typical call to Sony sounds something like this:

Dial...
Machine...
auto menu...
myriad of selections... and levels of menus.... and levels of menus.... and levels of menus (you get the idea)
elevator music... for minutes... for minutes....for hours sometimes....
Someone answers (at last)...
"Sorry, you have reached the wrong department" (in barely comprehensible English)
put on hold... continue to hold... continue to hold... continue to hold....
elevator music...
Someone else picks up:
Either; somehow automatically disconnected --> back to top.
Or; "Sorry, no one is available to answer your question today,"
Or; "Hello sir, sorry for the wait",
Customer; "How come my CPU is not throttling down correctly?"
Rep: "What is throttling?? What is CPU???"
Customer; "Do you have the up to date drivers for the components?"
Rep: "We are not Pizza Hut, and we don't deliver. We send out our merchanize by mail carriers"
Customer: "Why isn't the wireless mini-PCI being recognized?"
Rep: "PC-what, whatever the problem is, just call MS or intel, I'm sure they have something to do with it?"
Customer: "Can I talk to a manager on duty"
Rep: "I'm the senior technician on duty, with XX number years of experience, I'm the on responsible for this office. Please feel free to give us a call if you have any more questions."
... ... ...
Customer:
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post #31 of 70
4/15/05 at 11:18pm
wow that is horrible..one thing that i hate is MACHINES answering my calls..it's dumb
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post #32 of 70
4/16/05 at 12:57am
Thread Starter 
thats why i love ibuypower. their direct sales/returns department number...2-6 rings and somebody picks up.

their tech support is:
-dial #
-auto menu. press 1 for english, 2 for spanish, or wait for opperator
-auto menu cont....1 for notebooks, 2 for desktops, 3 for......
-less than 5 minutes on hold
-(if somebody is available): provide service # and start talking.
-(if not) secretary picks up, takes your phone + # and somebody calls you back in less than an hour
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post #33 of 70
4/16/05 at 10:56pm
Well my Lappy was shipped out on Friday and I should have it this Wednesday (April 20th) I'm gonna break out the Digital Camera and work on getting a review out there.

The first time I called them I got the run around but after I asked for the peoples names I was talking to they were very helpful. Hold times were a bit much and at my job (Work a help desk for the USPS P.O.S machines) I wouldn't hear the end of it from my managers.

Now the true test will come once I get my lappy and if I run into any problems with it.
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post #34 of 70
4/17/05 at 8:48pm

For the record....

We have never offered free shipping for a positive review. I am not sure where that *rumor* came from.
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post #35 of 70
4/17/05 at 10:53pm
Quote:
Originally Posted by DiscountLaptops
We have never offered free shipping for a positive review. I am not sure where that *rumor* came from.
who said this?
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post #36 of 70
4/17/05 at 11:22pm
Quote:
Originally Posted by ilCacciatore
I had heard that some of them (e.g. discountlaptops) offered free shipping or something such in exchange for a positive review, but I know for a fact that places like ProPortable do not do this.
He did...
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post #37 of 70
4/18/05 at 3:45pm
oh so i see it's just something he "heard" , mis-interpreted most probably, it would be nice to know where it was heard from...
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post #38 of 70
4/18/05 at 5:49pm
Thread Starter 
UPDATE: UPS says the package should be delivered tomorrow, as of right now it is in Veron, CA. Only took em a week :-\
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post #39 of 70
4/19/05 at 5:34pm
Thread Starter 
UPDATE Apr 19 3:30pm central:

Hello peoples.

I just got back from school, tracked my shippment and it said that the lappy arrived. I called up IBP and got hold of their RMA dept (was easy enough..called sales and they forwarded me to RMA, 30 seconds on hold and I was speaking to a rep). He said that if the repair can be done on site, it will take 3-5 days, however because I needed a new LCD, and possibly a motherboard, and because they don't have parts in stock, they will have to ship it to the manufacturer (uniwill). Joy in my world. So i asked him what would the turnaround be for that, he said roughly 2 weeks (+ about 1 week shipping back to me). So like i said in my original post...this will take a month.
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post #40 of 70
4/19/05 at 5:38pm
seems to be going smoothly abf...goodluck

ilCacciatore,
tu sei italiano, vero?
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