"So we all know that when we're looking for discount parts on-line we're going to get second-rate service from someone out of state. Well that's exactly THE OPPOSITE of what you'll get from Monarch Computer. I ordered a Video Card from them and it was a little delayed in shipping. When I called Monarch, Mario answered the phone and checked on the status of my order. When he found out how long I had been waiting, he found a way to get much a much better card shipped out. I never in a million years thought I'd receive that kind of quality service from an online store. If you're buying online, and see a part from someone, but monarch has it for about the same price, go monarch. If you have a problem, Mario and guys like him will be sure to take care of you."

"DO NOT BUY!! I Will NOT buy from again. First off, it cost me $10 more (including same shipping) and if you run on a schedule, PASS on this seller. Called 4 times. Time 1 to make sure the part was in-stock. (Then ordered.) Time 2 to see why my order didn't ship when Time 1 said so. (They changed the shipping time from 1-2 days to 2-3.) Time 3 to see why it didn't ship when time 3 said so. (started looking else where) Time 4 to see why it didn't ship when time 3 said so. (canceled order)

I was assured by 3 different phone reps that the part was in-stock, and shipping. 1 week later (5 business days), still hasn't shipped. Called in again (time 4) and the rep says "its on back order".

bottom line. Customer service was great. Its nice when you call a store and a person picks up. However the information they gave me was incorrect. I had to cancel my order and order else where. Put me behind on my projects over a week. I ordered this part from them on the 12th. ordered else were on the 17th. got it on the 19th."

"Best purchasing experience I've had in a long time."

"Placed an order for a $1900 system on March 9th. On March 29th, I called to find out when it was scheduled to ship, and was told April 9th (my bank card was charged only couple days after my order). Since Monarch failed to inform me there would be a delay (something they promise they will do), I canceled my order on March 29th. After verbally canceling my order over the phone, and sending a confirmation email saying I wanted to cancel it, I was informed on April 7th that they were about to ship my order. I called on April 7th and canceled my order again, and finally was assured it was canceled. However, it is now April 18th (20 days after I requested the order be canceled) and my money still has not been returned to me. I called my bank and found that Monarch has not even initiated a refund on my card yet. Basically, Monarch has been holding onto my money for about five weeks now, for an order that was canceled 20 days ago. This is totally unacceptable. I am very disatisfied and will never do business with Monarch again. On another note, Monarch has not responded to even one email I have ever sent their order department. I have always had to follow up with a phone call to get any kind of response at all.

Update: Monarch did finally return my money to me, before the dispute actually was processed by my bank. But it took them over 5 weeks from the date of the initial order to do so, and over 20 days from the time I canceled my order. Totally unacceptable."

"I have an RMA and even though I had 1 Yr onsite I decided rather than do the Where is the refund on the broken motherboard I sent the system back for ANOTHER motherboard replacement. No response to my queries on it's repair status using their automated form no replies to any emails to them AND THE PHONE SERVICE is an average of 42 minutes. The two times I have connected I get as far as "My RMA number is" Then I get click and nothing. nO return phone calls no answer to my emails just that they have received my broken system. After that I have to wonder as they no longer carry that brand of Motherboard.; So Are they going to give me a rebuilt cheaper one or a new cheaper one from another supplier? I ask these questions and I have no answers

Update Dave and Matt stated they would have the system repaired... 3 Dec Nope...
Nothing, no responses, no answering the phones, no replies to emails, thier own RMA query form.
NOTHING!"

"Ordered a 7800GTX KO w/256mb of memory on a Monday. 3 Day shipping. Friday card had not arrived. Called and found out EVGA sent wrong cards to Monarch and It would be another few days before the cards came in.

Called Monarch and talked to Joe at 4:45pm CST. He bumped me up to a 7900GTX w/512MBs of memory for the same price and had it delivered to me overnight. Woke up next morning at 9:45am and it was sitting on my front door.

Now that's service that will keep me coming back for a long time!

Thanks Joe and Monarch, excellent job on correcting the situation and getting things fixed for me.

I will be back!"

"Today I was sooooo Mad, I could have chewed a table leg off, I found out that I wasn't getting my 2 XFX 7900 GT EXTREMES for my pc, just the other components, Reason: Apperently XFX hasn't met the demands for this Card....Regardless, I was Hot!! Wanted my pc now!!! lol
Anyway, To make a long story short....
I talked to somebody and finally wound up talking to a guy at monarch named Keith....
Not only did he remain totally calm and supportive during my moments of anger, he also gave me more than a few options...trying to work with me and today that means alot....
I was offered a deal I couldn't refuse and not only did this Keith guy calm me down, For a few hundred more I now have 2 512's that will be SLI, On The Way!!! With free overnight so that it will be here with the rest of the stuff that I ordered and I really appreciate it...

Thank You Monarch and Thank You Keith for your excellent attitude, patience and your ability to work with your customers...Very Nice Guys!! Thanks So Much....

Todd R. Smith...aka..Krull The Warrior...lol"

"Mixed results, but overall a good experience. To make a long story short, I ordered an mATX motherboard and an SLI-certified OCZ power supply on a Monday, with 2-day air shipping in hopes it would be processed and arrive in my hands by the weekend. A day passes, and there is no tracking number... I know not all companies are speedy shippers, so I wait another day. It is now Wednesday afternoon, and the order still hasn't shipped. Wondering why, and really wanting the order by Friday, I was worried that it wouldn't ship that day for some reason. I called their toll-free customer service line, and was greeted by Mario, who was very helpful and knowledgable.

As it turns out, even though the site listed the OCZ power supply listed as in-stock, it was actually out of stock and they had been expecting a shipment which didn't arrive Monday, Tuesday, or Wednesday. So, I asked what could be done, and he suggested either waiting, or that he could tell me what they had physically in stock and could rush-process the change and ensure the order shipped out that evening so it would arrive to me by the Friday I wanted it on. I opted for the latter, and he suggested a few different power supplies after asking what I needed to use it for (I mentioned I was looking to stay around the same price but was OK with something a bit more expensive if it was what they had). To my surprise, he recommended an Antec PSU that was on my short list of original choices, and was quite a bit cheaper (about 2/3 the price). The catch was, with me, it had to fit in my small-form-factor Qpack chasis, so I asked whether it was small physically, and he told me the measurements: it was perfect. I asked about a shipping difference since the original PSU (OCZ) I had ordered had discounted shipping, and he said not to worry about it... after quickly looking up a review or two with google to ensure it would meet my needs while talking with Mario, I had the order changed.

Once the change was made, I received two status update emails, one notifying me of the change, and one saying the order had shipped that I received that evening. Two days later, I received the order (on the Friday I had wanted it by) and found it was very well-packed, in a good box, and everything worked perfectly.

Overall, I would definitely shop with Monarch again. While I was very unhappy that the order had been delayed, their excellent service and knowledgable tech/sales rep saved the day, while saving me some money in the process. That made all the difference as to my feelings toward them, and ensures that I will have them on the short list of merchants to order from in the future."

"As I sit here I am still awaiting my PC. Ordered & credit card charged 3.14. About 2 weeks later I had hear there was a run on the Nvidia 7900, so I filled out their online form - which they clearly state is their preffered method of contact - to see if there would be a delay on my PC. No answer then, no answer still. I waited 3 business days & rang in. There is ONE guy answering the phones & he said the cards were in that week, my system would ship 4.7. On 4.10 I called & they said they were running behind schedule. I asked why a standard shipping time of 10-15 business days was now pushing 20 and you could almost hear him shrug. "It's only a few days later than we told you". NOT THE POINT. The point is I have had to hunt down information myself, that they have not lived up to their obligations for communication or service & don't give a rat's fuzzy arse about the customer experience. Today is 4.11. I still have not been provided with a tracking number or any real indication that my system has shipped. They have made zero apology for the system being late. They have done nothing to make ammends ( hey guys, how about next day air on you ?) I would NEVER EVER do business with this company again.

Concurrently a friend of mine purchased a vidcard from Monarch. They sent him one that was out of package; some tool had overclocked it to death & sent it back. He ordered his part 2nd day air. When he called to complain he was told "oops, we'll send you one when you return the one you have." He could not get them to send a new one ( you know, what he ORDERED ) ahead of the return nor would they pay to air frieght the used card back. He ordered a piece second day air & has been waiting about 3 weeks to get what he's paid for.

If you read this & still decide to buy from this place, you should be cleansed from the gene pool. Spend a few extra bucks & go somewhere that will take care of you. "

"So to save $10. or $15. over a more professional outfit I used Monarch to buy two new OEM Western Digital WD3200JD Caviar 320GB SATA HDDs. It turned out to be a huge mistake because they were very careless with the packing of these OEM drives. It was basically 2 drives in a small box with a thin layer of thin bubble-wrap around them. Both drives were completely DOA --making clicking noises and intermittently being detected (no surprise with that packing!). Then to make matters worse, it took a long time to get the return drives (you send to them, then they send to you). But they are specific that they want Fedex saver with was at least $12.00. Then I had to basically raise a big stink with their support tech Benjamin to get my return shipping cost reimbursed. (!) They wanted _me_ to cover shipping to return the two bad drives they sent me (which was more the fault of the bad packing). I got the money back after a fight, but of course the replacement drives were packed the same way. Here I am 6-7 months later and at least one of these drives is failing again. I've used Monarch before for similar purchases, never had a problem. This time, however, it was very weak. Never again, Monarch...I'll always pay extra for premium service now. Lesson learned.

Update - To their credit, a manager named Sterling did call to rectify the situation even this long after the purchase. Good job for following through. Hopefully the shipping issue has been sorted out since then. Thanks!"

"On March 10th, I purchased a high-end Nemesis system (over $5000). On April 3rd (16 business days later) I received an e-mail saying "Due to recent heavy demand we are running a few days late on your order."

I was never notified that any of the parts were backordered or delayed until I called on April 10th. That's when they finally told me that the XFX video cards I had chosen weren't in stock and the manufacturer wasn't telling Monarch when more would be available. I was given the option of switching to different video cards (same model, but different brand and not overclocked) that they did have in stock at that time. I told them to go ahead and make the substitution.

The next day (April 11th) I was told that there was a potential delay with the computer case that I had chosen. (Why wasn't the case set aside for my system back in March when I ordered my system?) Monarch representatives called me and gave me some options, even offering a discount on a more expensive case. In the end, the case I had originally ordered did arrive that same day so my computer could finally be built.

I don't mind a delay as long as a company communicates well with their customers. When working with this company, it seems that you need to call and check on the status when things seem stalled. E-mails are apparently ignored. Unless Monarch calls you or e-mails you first to inform you of any problems, it's best to call them to see what's up. You always get a live person to talk to and they are always polite. Props to Rob and Nicky at Monarch.

I was told my system should ship by April 13th or 14th. But, they had problems building my system and it didn't ship until April 20th. It took them 29 business days to finally ship my order. When they say systems ship usually within 10-15 business days, it's actually more like 20-30 business days.

The thing is, they could have told me about my videocards being out of stock sooner so I could have switched to different ones earlier. But they didn't bother to tell me until I called them 17 business days after placing my order. If they had told me sooner, that would have cut at least 10 business days off their production time. My advice, call them first.

They didn't upgrade my shipping so I have to wait until April 25th to receive the system I ordered on March 10th. When I received the system, no picture would show on the monitor. Called tech support and while waiting on hold, I discovered that the top video card had become unseated from its motherboard slot. In fact, both video cards and my sound card were unseated or partially unseated from the motherboard slots. Monarch claims it was caused by rough handling by the shipper. I agree that it most like was Fed Ex's fault and not Monarch's.

Then, I discovered that my SLI wasn't working, so I changed a BIOS setting, connected my monitor to the other video card and got it working. After a couple hours of my own troubleshooting, I was able to get everything working to my own satisfaction. (Good thing I bought a computer case that made things easy to work with!)

My advice, if you buy a high-end custom system from ANY company, it would be a big advantage if you can do your own troubleshooting (or make sure you know someone who can do it for you). Otherwise, you may have to spend a long time waiting for tech support or even have to return your computer to the manufacturer when the problem might be something simple like reseating your video cards or changing a BIOS setting! "

"Hello

I have been looking at all the dissatisfied posts here about Monarch Computers support.

I have been dealing with computer manufactures for more years then I want to remember.
It looks like people just don’t have any patience anymore with credit card fraud on the rise Monarch Computer “I think is doing the best job in protecting your information with there credit card procedures”. I would like to know how many dissatisfied customers have ever had to deal with large computer manufactures personally I spent 13 hours on hold, being bounced from one person to another or just hung-up on less than a year ago & yes it was de[[. I buy about 98% of computer parts online as I’m a Tech in a small town with little or no computer shops. I rely on online stores to keep my own costs down. Yes I have some problems with Monarch Computer.

But they always get taken care of. The people that work there are trying there level best to help everyone equally “Remember patience is a virtue” I have found in the years I have been dealing with online stores.
That a kind word and a little patience will get you a lot further than yelling and screaming.
People have to remember that this is a small company in Georgia and deals with the entire country. I can say with no dough that Monarch Computers is by far one of the best companies I have had to deal with. When you talking with people on the phone remember the person you’re talking with wants to help you the best they can if you’re nice in turn they will be nice and the same goes with being rude and hostel.
If I received a call with person that was upset and yelling at me I wouldn’t really would not want to help them or go that extra mile so keep this in mind the next time something does not go your way.
Sorry for the long post I just had to get it off my chest.


Have a nice day

Jim

"

"Purchased an X1800XT 512 last week for 299. The website said ATI (Connect3d) Radeon X1800 CrossFire Edition 512MB
DDR3/PCI-E/HDTV-Out/Dual-DVI (OEM) 1 $299.99 $299.99

The card finally came and had 1 DVI slot and no HDTV-Out, yet it came with all the cables for it. So I call and after talking to someone/waiting on hold for an hr I had to explain to the guy they sent me a Master Crossfire card rather then the one listed there. Then they go on to tell me that its refurbished, it didn't list that anywhere on the webite (which of now is mysteriously gone).




**********Edit******** Monarch has totally redeemed themselves in more ways then one. They paid to have the video card sent back to them and then overnited me the full retail version of the video card for what I paid for the OEM one. Also as a nice gesture they sent me a copy of Age of Empires 3 and a nifty shirt and hat. Its great to see them solve their customer issue quickly. I will definately buy from them again."

"I ordered a case and it was shipped quickly and upgraded to fedex express saver shipping at no charge.

I then ordered a motherboard combo but subsequently asked If I could make changes to my order. They did make the requested changes, but I didn't get confirmation, and it took some time and emails and calls to find out exactly what had transpired. The order was delayed because of the changes, but that was my fault.

They don't have any real-time order status and they only work during weekday business hours which was frustrating, but eventually everything was straighted out, and in the end I was satisfied.

My impression is that the people working at Monarch try their best to be helpful (Keith in sales asked me to mention him), but their website needs improvement, and it would be nice if there was someone there in the evenings and on weekends."

"Overall, I was very unhappy with the service I received from Monarch Computer Systems. I purchased several items via their online store, which were all billed and payed for via paypal. The online store stated that all items were in stock that I had purchased, with a disclamer that any backordered items would be shipped as they became available. The following day, I received an automated email stating that two of the items I had purchased were on backorder. I sent an email to their order department, requesting information on how long the items would be on backorder. Two days later, on Monday, I had heard nothing back, so I purchased the parts via another merchant, and sent another email to the order department, requesting that they cancel the backordered parts and refund the balance on my account. On Tuesday, still not having received a reply, I submitted another request via a form on their website. On Wednesday, after still receiving no reply, I called the 1800 support number, and was told that the backordered parts had been cancelled, but that they do not usually send acknowledgement or confirmation emails to cancellation requests. I called them the following day (Thursday) to inquire as to how long it takes for them to process refunds... they said it would probably take 1-2 weeks for them to refund the money via paypal. Having to wait 1-2 weeks for a refund of a substantial ($1300) amount of money for parts that were never shipped is unacceptable, as well as not being told prior to payment that the parts were on backorder. In addition, the lack of response to customer emails is disheartening and shows poor customer service.

On a more positive note, the representatives I spoke with on the phone were always very polite and helpful."