"I am a professional user experience designer and need to have a killer machine with great support. With Velocity Micro, I got both. They treat you like a valued customer on every call and all support is done in the USA. During the sales process they take the time to make sure the machine is configured to how you will be using it. I use my machine to run the Adobe Master Collection, so I needed to make sure the machine was built to handle it.

As with all Windows machines, there were 2 occasions that I got viruses that ruined the system. Both times I sent back the machine and they were able to restore the operating systems and my data files were intact. It was good to know I had them behind me when (not if) an attack on my system occurred.

If you need a hardcore machine with a company that backs up their products right here in the US, I recommend this company highly. "

"I just received notice (Jan. 3)from Velocity Micro that they have not received the defective computer I was sending back to them. I returned the item by Fedex on the 19th of Dec. and, according to Fedex, it was delivered to their front door on the 20th of Dec. at 11:30 a.m.

I bought a computer from them in August of this year and was so pleased with it I bought another one for my wife in Oct. It did not arrive when promised which spoiled the birthday surprise for my wife. (I was not too upset because I was confident that their product was worth the additional wait time.)

Unfortunately, there was software installed I did not order (Bluetooth) and the computer would not boot correctly even though I used the same procedure to update and install virus security as I did my own. I finally tried re-installing the OS but it was having problems reading the hard drive. My expectations are that I should not have any problems with a brand new computer.

I run a chemistry laboratory with highly technical computer systems which I help install and troubleshoot periodically so I am meticulous in following instructions and setting systems up. Of course, tech service implied I did something incorrectly. I did not want to go through the hassle of trouble-shooting since the computer was already delayed arriving by two weeks since they claim they were waiting on motherboards. As an earlier poster mentioned, no one contacted me about the delay and I had to contact the company multiple times to get any answer.

I obtained an RMA from support and followed their procedure to the letter to return the computer. Now they are saying they haven't received it and the RMA has expired. (Sigh) I had hoped to avoid a long protracted process but I had a feeling this would also be a painful process.

I will update as this situation evolves.

(To be honest, I am really disappointed the system did not work since I am fiercely loyal customer when I do stumble across products that meet my expectations. My wife still needs a computer and I really did not want buy any of the popular brands and prefer a system that I have specifically selected.) I was especially pleased since they are a Virginia company and are located only 50 minutes from my home.

I am hoping for a positive resolution; yet them sending me an email saying they have not received the system does not look good.

Update Jan 3, 2012. Today I received an email from Ellen stating they had received by system and was forwarding my information to accounting to issue my refund. As of Jan 7, 2012 I am still waiting for the refund. Ironically, because of the superb operation of my own system, I was still thinking about purchasing another system for my from Velocity since I was hoping that the one I returned was just a fluke and despite the fact of the entire process to return it costing me over $200 (restocking fee and shipping). I have decided to wait and see how long it is going to take to issue my refund. All I wish to be treated is fairly...it seems that businesses these days are overly focused on the short term money.

Update Jan 18, 2012
I still have not received a refund and I have trouble getting to someone in the business office. (Sigh) I feared this would happen. I will probably let the credit card people handle this because it just seems so silly and unprofessional. They sent me a defective product (late also), I paid for it to be returned, they are going to charge me over $200 for the (so-called) restocking fee for the defective product and they still have not return my money. They charged my account on Nov. 15, 2011 so this has been going on for over two months with me not having a product nor having my funds returned. Does it really have to be this difficult? What is the purpose? I was hoping my treatment was a fluke and was going to order another system....but this process is really sad.

Update Jan 24, 2012
On Jan 19th I received an email from Velocity after I contacted my credit card company. It stated they are issuing me a refund. That was a week ago and I am still waiting. This has become a very sad situation.

Update Jan 25th.
After an another email to my credit card company, my refund was credited today. Needless to say, I am very disappointed in Velocity Micro because I really wanted the system I purchased since my first one is working extremely well. Hopefully they will get better in the future and realize the value of word-of mouth recommendations and customer service."

"I bought a new Velocity Micro Cruz tablet (T103) from Tiger Direct. From day 1, it had a problem with browsing where it will suddenly exit the current website and blow back to the default Android search screen or home screen. This happens without fail within about 10 minutes of using the tablet. The tablet was sent back under warranty, pronounced "acknowledged and fixed" and returned to me by Velocity tech support.

When I started using the tablet, the EXACT same problem cropped up. So I filed ANOTHER ticket and have left two messages for Velocity Tech Support over a week ago. I have yet to receive a response to either my phone calls or to the open ticket. I received the tablet on 10/20/11 and have yet to be able to use. Now their tech support phone line just gives a "fast busy" and I can't get through."

"I've had my Velocity Cruz tablet T103 about 2 months and really enjoy using it. It came with Android version 2.2 (Froyo) but no flash player installed. I've tried to install Adobe Flash player 10.3 several times but each time the install fails. I do have skyfire browser installed but it doesn't always detect a movie. Is there a way to successfully install adobe flash player in the T103 tablet?"

" I bought a Velocity Micro gaming PC about 1 year ago, and have been very happy with my purchase. This computer has been the best PC I have ever had, by far. The support staff has been stellar. When I had a malicious infection this month I called tech support and got wonderful support from Hillery. She was just great. The whole Velocity Micro team is just the best!
Clay Smith Oregon"

"I ordered my first Velocity Micro Edge™ Z40 computer in early 2011
In late 2011 the LAN portion of the motherboard stopped working
At first they tried to disallow the warranty completely, as they did not understand that one can run the network cable through a surge protector. They claimed that the warranty did not cover electrical damage and that it could come into the computer through the LAN cable. I called back the next day and explained patiently to the less than knowledgeable person (again!) that I run both the power and the Ethernet cable through my battery back/surge protector. They finally agreed to send me a new mother board. They asked if I needed the thermal compound that goes between the heat sink and the CPU, I said yes, and thanked them for that. They did not send this, and as I live in a remote area, I had to order this through amazon.
These people really do not have customer service together. They perhaps grew too fast to keep up, service wise. I will not deal with them again.
"

"I purchased a Z40 system in July, 2011. Now this 5 month old pc freezes forcing a manual shut down. The longest this pc stays running is a few hours. It always hangs eventually. I called repair and was informed of their 24/7 policy which I was not elegible for. Now, after the three day holiday, I will call support to see if they can fix this. After reading the above experiences, I'm not optimistic. I'm just very dissappointed and frustrated. I've never had a pc crap out so quickly in my 25 years of computing.

UPDATE...It is now Tuesday evening and I still have been ubable to reach Velocity's support center. I called at 0830 and gave them my name and number for a call back. Didn't happen! Tried their web site and they refused my password and wouldn't let me open a new account. Nor was I able to reset my passowrd as advertised. I am totally fed up and will never buy another Velocity product again. If I EVER get this resolved, I'll update this review.
It has been a week now. I'm waiting on a new set of memory sticks. The tech thinks this is the problem. I am doubtful, but will go along with it. The tech was very helpful and courteous and I hope new memory fixes this problem. 7 days down and counting.
A retest showed no memory problem. Since the RMA was cancelled, it's apparent the memory was never sent Friday as promised. Good think I didn't need it. LOL
Spoke to the tech and brought him up to date this morning. He stated he would call me this afternoon after he discussed this matter with other techs. No call was received. I was able to update the sound blaster driver to the latest version from the internet, and requested the install disc from Velocity. Status.... still in progress.
Well, here it is the 7th of January and I'm still dealing with support. The pc mysteriously stopped hanging (until this morning), and issues with the sound and usb ports remain unresolved. My routine now consists of calling support first thing each weekday morning and we go thru diagnostic exercises, but still no resolution. I'll call tomorrow.......
It's tomorrow and I called. Put on hold for 21 minutes and then I was disconnected. This ticket # 10056661 has been open since the 24th of December. I get the feeling that Velocity just doesn't care whether they get this resolved or not. I keep getting the same tech which leads me to believe he's working alone. I have an unstable system with serious USB port problems and all I get from Velocity is condescension.

And on it goes. I called this morning and got a new tech. When he read the ticket details, he transferred me to the original tech. Needless to say he was not available and I left a call back message. No call back! I'm getting the feeling Velocity is just going to try and stonewall this until I get tired of calling. Ain't gonna happen. If I need to escalate this issue, I will and time is getting short.

I received an email from Velocity with instructions on how to deal with my blue screen problem. I implemented half of the instructions and questioned the other half. At least I'm getting some help now. Hope it continues.
Here it is the 17th of January and this is still not resolved. I was told I had a video driver problem and to download and install from a link provided. Then I was to follow instructions to make sure Windows didn't update it automatically. I downloaded and installed the new driver. There was an error, or something, which prevented me from following their instructions to prevent the auto update. I emailed for help 4 days ago. I'm still waiting for new instructions. Meanwhile, I still have some USB ports that won't recognize some external devices. 24 days and counting.
1/20...Had another blue screen the other day. Got a nice tech and she had me uninstall flash as well as my video drivers. Then reloaded everything. She said there was a compatability issue with Adobe and the video card manufacturers. Been okay for two days....
1/23... Now I have two games that won't load anymore. Bioshock2 and shogun2. One minute they work fine, the next thing is they won't load. Just hang. Event viewer states error code 100 for Bioshock2 and error code 100 for shogun2. I also noticed that bonjour service errored with code 1000 and WMI died with error code 10. One would think BVelocity could address these concerns, but here I am still waiting for a permanent fix. I'm going to call again this morning.

1/24 Tech had me reinstall win7. Did that and reinstalled all the video drivers. All seems well at this time. Seems win7 was corrupted. How it got that way is unknown. The tech was very helpful with the reinstall of win7. I hope this is the end of this journey.
1/25... not the end afterall. Now win7 cannot perform a backup because it's looking for a program which is not included in win7 pro. The velocity tech is researching and said he'd call tomorrow afternoon. Till then....
1/26...Velocity is going to build me a new PC. Bless their hearts! I give them an A+ for standing behind their warranty. Thank you VM. "

"I ordered my first Velocity Micro in 2006 (Order number 209235) after doing quite a bit of research. Velocity Micro seemed to be a nice mix of boutique quality gaming rigs, with retail parts and a dedication to superb, local customer service. Five years later I’m still using that system every day. My entire experience from that order was brilliant.

My current order did not go as well. I was a bit concerned partially based on reviews on this site. When I ordered in 2006 the Reseller Ratings for Velocity Micro were in the 9+ range versus the 6.6 today. I decided to try Velocity Micro again because my first experience was so good. I should have paid more attention to the reviews here.

I placed my order online on 11/24/2011 with an estimated shipping date of 12/2/2011. Velocity Micro charged my credit card on 11/25/2011.

On 12/2/2011 my order status still showed my machine was staged for assembly. I contacted Velocity Micro through their online concierge service and requested an update to my order status. I received a very quick reply and was told they expected the system to ship in a day or two as it was already staged for assembly.

On 12/8/2011 my order status had still not changed. It was still staged for assembly. I used the Velocity Micro concierge system again to ask why I shouldn’t cancel my order. I had an immediate response (about ten minutes – whatever I’ll say about Velocity Micro – they do respond promptly and professionally) and I received an email from the sales representative (no names – everyone I dealt with was professional) I was informed that the processor I ordered was back-ordered from the manufacturer and they didn’t expect to have them until after Christmas.

As I told Velocity Micro at that time, I understand supply chain delays but this is a business transaction. I contracted with them to buy a computer. When they realized it was going to be delayed no one reached out to me. I had to ask both times (12/2 & 12/8) to find out the status of my system. Communication was entirely one-way. I was told they didn’t know about the processor shortage until 12/8 but something kept my system staging for two weeks long after the estimated build date and after I had paid my money.

Payment was entirely one-way too.

By this time they had my money for two weeks. I was facing Velocity Micro having my money for five or six weeks before I even saw a system. This was not a monstrously expensive system I ordered but it was about the equivalent of a mortgage payment. If I was floating them an unintended small business loan I wanted something for my time and money. I requested a software upgrade (Microsoft Office) to compensate me for having my money tied up much longer than I anticipated.

On 12/12/2011 Velocity Micro responded that they could not support my request. I didn’t receive that email until 12/14/2011 but that may have been my spam filter. Regardless, I canceled my order and I’m done with Velocity Micro.

My system from 2006 was superbly built and still runs beautifully. I can’t comment about the system I wanted to buy but I’m sure it would have run like a champ. Unfortunately I’ll never find out. Velocity Micro gladly took my money but failed to address my concerns until I was already too frustrated to want to continue buying from them. At each step I had to force the communication and pull the information instead of it being pushed to me. My recommendation – buy from someone else. There are plenty of boutique computer manufacturers out there. Find one that can take your payment AND keep you updated.

Oh, Velocity Micro, I’m still waiting for account approval login information from my 12/8/2011 request so that I can check on my problem ticket status.

Here’s my status: CANCELLED


**Updated 12/20/2011

I now think Velocity Micro has something against me personally. On 12/14/2011, the day I cancelled my order, Jay L. told me he would submit the cancellation immediately but it would take several days for my bank to process the return. After five days my order had not been cancelled and my credit card had not been refunded. On 12/19/2011, I again contacted Velocity Micro and requested an update. Turns out nothing had been done. Why was I surprised? It took another phone call and several emails to get the order cancelled on 12/20/2011, a full six days after Jay L. told me it would happen and Ellen R. apologized. Perhaps my cancellation was back-ordered like my processor.

Ellen R. from Velocity Micro is going to come on again and apologize and tell me this shouldn’t have happened. She’s right. It shouldn’t have. Apologies are easy. Actions are difficult. At no time in this process did anyone from Velocity Micro do anything to prevent or fix the problem. All the communication was from me to them trying to get this resolved. No one offered to end this fiasco. All I wanted to do was buy a darn computer from them.

My mother always said that “Hate was a strong word” and “Never was a long time.” She meant that as a way to make me think about my actions. I have and here’s what I have decided. I absolutely hate Velocity Micro for turning what should have been a fun computer purchase into a month of headaches and I will never buy or recommend anyone else buy from them again.

Do not purchase from Velocity Micro.
"

"I've been using our Edge Z40 for almost six-months now and I am so very pleased, couldn't ask for more. Over the years I had built three PCs, relegating each, every three years, to be our emergency backup, so as to replace it. I was getting a bit tired of having to RMA the various parts when building from scratch so I decided to try Velocity Micro. I couldn't be more pleased. The case is real spiffy

For our C: drive I replaced the OEM 1 T hard drive with a 120 GB SSD SSD 120G|OCZ VTX3-25SAT3-120G R and it greatly improved the speed (Windows 7 Performance Score = 7.6). I now have the 1 T as my second hard drive."

"At first I was very disappointed as I bought a Cruz tablet at Borders. I didn't have it a year and it broke. Noone would assist me as I wanted my money back and not a refurbished tablet. I had to argue and be very firm to get someone that would hear my story. Tamer Eldin listened to my woes and kept emailing to update the status. Before the situation was resolved, I got an email stating Velocity had new tablets. I advised Tamer I would take a new tablet and pay the difference. I did not get my money, but Tamer was the most helpful person thru this ordeal. I hope this new tablet is better than the first."

"Velocity Micro's customer support for my Curz tablet has been uniquely poor.

My first problem was in getting a replacement for the charger that my cat destroyed. Shipping costs were computed using a 15 pound weight while the actual weight was less than a pound. I used the slowest shipping method possible because a 2 day delivery would have cost approximately three times the cost of the charger. At first, customer support told me that the 15 pounds was caused by UPS charging based on an estimated weight for the size of the package. After several emails they admitted that the cost was for Velocity's handling and that UPS only charged then for shipping one pound. The reason for the UPS story is beyond me.

My second problem relates to getting the Cruz repaired. When I received the new charger my Cruz continued to refuse to charge. I had registered my purchase with Velocity in December 2010. I sent Velocity an email explaining the problem, my registration date and requested instructions for returning the Cruz for repair. The response was that any warranty returns required a proof of purchase. They also told me that I could get a replacement sales slip from the vendor where I bought the Cruz. I am basically SOL because Borders Books, where I bought the Cruz, is no longer in business.

I do not know why Velocity did not request a proof of purchase when I registered the purchase and still had my receipts.I guess this is all my fault for assuming that product registration actually meant something.

My third issue is with the software. I finally got the Cruz to charge by using the micro USB port. However, the on screen keys began to behave strangely. I guessed that my memory had gotten screwed up while waiting for a recharge. I initiated the procedure to erase everything back to original settings. This worked well but now I am unable to reinstall the Kindle application which was my primary use.


Based on these experiences I recommend avoiding the Velocity Micro company and its products."

"I have purchased 2 Velocity Micro computers. Both of them had immediate hardware failures. Initial quality has been 0% for me. If your unit and the service are too much of a pain in the ass to deal with, be prepared to pay a 15% re-stocking fee for the return. The first unit I owned was fixed at my home. The unit I currently own is about to be shipped, AT MY EXPENSE, back to them for depot repair. It is still under warranty and continues to have the issue that made it unusable when I first connected it. Since then I have been using a work around which requires me to unplug the main power from the motherboard every time the computer won't turn on. That is if I'm dumb enough to turn it off, which I occasionally do when I get tired of seeing it running 24/7. When I first received this unit it wouldn't turn on. When I tried to call tech support they told me that I couldn't get "after hours" or weekend support. For some reason I didn't think that I would need 24/7 support, neither did the sales rep (Jay Lewis). I tried to buy better coverage after the initial failure but was told that they wouldn't do that. Unfortunately, I unpacked my nonfunctioning computer on a Friday evening and regular support hours end at 8pm on Friday and aren't available again until business hours on Monday's. So, after dumping a grand into a new desktop I got to sit on it for a couple of days wondering why it wouldn't turn on.
My bottom line is: make sure you have another computer that you can use for everything you'd be using your Velocity Micro computer for, because you're going to need it. When you have your hardware failure, try to have it within the first 60 days of ownership. Otherwise, you'll be paying for the shipping and insurance when you have warranty work done.
Veloshitty Micro. Don't believe the hype. "Award winning" this or that doesn't mean a thing when you get: crappy sales advice, poorly made components, poorly assembled units, and gotcha warranties.
OK, here's the update. I received my computer back from Velocity's warranty service. Guess what? According to the tech that serviced my pc the power supply problems were my fault. Because I added a hard drive, with their guidance and direction, a reoccuring short was created by that bad hard drive. What they failed to observe was that the power issues occured before the hard drive was added and long after it was removed. In other words, a cheap or refurbished main power supply and/or switch had nothing to do with the reoccuring problem. They've informed me that nothing is wrong with a computer that won't power up unless I: unplug the main power, ground myself to the frame, disconnect the power supply from the motherboard, reconnect the power supply to the mother board, plug the main power back in, then power up. If I'm lucky it works the first time. If not, it takes up to three attempts. But nothing is wrong with my computer. Oh yeah, it's my fault for temporarally adding a functional hard drive. The best thing about it is that it only cost me $55 for them to blame me for my pc's power issue."

"Velocity Micro"...what can I say, except that they have The Worst technical support and customer service. Year after year I have had nothing but trouble with my system purchased from them.

At first I went to Velocity Micro for support on the issues and it was just insane trying to work with them. In order to get anything done people I would advice you to hire an assistant to take down all the notes...from conversations, new purchase parts, replacements, and damages. Because you will soon learn that Velocity Micro can not do it themselves.

Try to explain your issues or a fact about your purchases and if they disagree (according to their policy) they will claim that you are the problem by arguing and hang up the phone on you. Yes, their policy indicates that if they feel you are arguing with them them they can hang up the phone on the customer. It was confirmed by one of their employees to me. Sad, sad.

Can you imaging talking to someone at Velocity Micro who might not have the ability (intellectually and experience) properly asses the issue and address it in order to resolve it...then they can hang up on you. Wow, pathetic!!!

Hmmmm, I wonder why they came up with that policy...could it be because they get a lot of complaints...yup, that is the #1 and only reason for it. They get too many complaints ranging from faulty equipment, bad customer service, and the don't care attitude because you have given them your money.

Will I ever purchase from them again...NOT! And never recommend them ever.

The only good thing I could say about them is that they had one damn good tech who did try to work on my system issues but guess what Velocity Micro lost him as an employee so I guess I do not have anything good to say about them.

ALL BEWARE, do not be scammed. They are looking to take your money and provide sub-par services afterwards. "

"I wanted to write and give my (very) initial feedback about the new gaming PC I've just received from Velocity Micro. After I ordered, I came here and read some of the negative reviews--I admit to having felt a little worried. "But, I thought, "everyone who has a negative experience posts here, and many people who get a great rig may not post at all." So I resolved to post, no matter what. And, in fact, my initial impressions are very positive. The sales rep helped me put together a great machine; it was assembled on time, shipped on schedule, and was delivered right on time. All this during a week when Richmond was near the epicenter of an earthquake and was along the path of Hurricane Irene! When I pushed the power button, the machine booted up stable, solid, cool, and quiet. I'm not going to evaluate its performance just yet, but I plan to put it through its gaming paces and update my review once I have a sense for its performance. But, for now, my advice to potential buyers is that Velocity Micro makes a great machine!

PS As promised, I'm back to review how the machine actually performs in the latest games. If it's taken me awhile (12/16), it's because I wanted to see it up against some of the latest PC games, and I waited for Skyrim and SWTOR. It's run both games flawlessly, Skyrim in ultra-high settings and no problems and SWTOR at ultra-high settings and high frame-rate, 111-120, occasionally dropping down to 70. I couldn't be happier with the machine for the price. Very reasonable value. "

"All previous computers I've bought have been big name, big store purchases. My new Velocity Micro Edge Z40 is the first computer I actually researched before buying and is, by far, the most satisfying computer purchase I've ever made. It is all that I expected it to be and more! Even my wife is impressed and she normally doesn't care a bit about computers. It all started with the impressive reviews. The opportunity to chat with a Velocity Micro representative who was able to address all my questions helped materially in making the decision to buy. It was also nice to be able to trace the assembly process, especially after learning about VM's special hand-assembly process on their website. From the quality of the components to the ease of setting it up and to the support I had to call when I was unsure of myself ... it has all been a more than refreshing and satisfying experience ... it's great! There are more than one reason why my daughter refers to my new computer as "Dad's Porsche PC.""