"My experience with Velocity Micro was pleasant from beginning to end. Selecting and upgrading my system of choice was very easy. The process was well laid out. When I received my PC it was well packaged and all the contents were nice and organized. Last but not least, my system runs like a dream! "
"I purchased a Velocity Holiday Edition after reading the great reviews on several websites. Love this computer. I did have a problem with a faulty graphics card. I called tech support and talked to a women that was very freindly and efficiant. She offered to help me through the issue over the phone and when it was decided that the card needed to be replaced, placed the order for the new card. She also asked me to please call her when I received the card if I needed any assistance in installing it. I received the card in 2 days and was up and running. Velocity has a new loyal customer. Very pleased with the sales AND service."
"I received a free upgraded case when they didn't have the standard, configured case as ordered. It arrived without damage and was expertly put together. The cabling was beautiful and I did not have to fix anything at all. Would highly recommend Velocity Micro for your next computer purchase."
“Thank you for taking the time to post your initial impression. I hope this system more than meets your computing needs. I'm glad our sales representative was able to secure that upgraded case for you.”
"I configured and purchased my Pro Magix HD60 in August of 2009 and didn't have a problem of any kind until March of 2010 when the machine began to freeze requiring me to power it off. Then I began to get occasional Blue Screens of Death. I finally had a BSoD that wouldn't resolve itself in a restart and after I powered the machine off, it wouldn't restart and couldn't see the hard drives.
I called VM Tech Support and they were willing and able to work with me to troubleshoot the issue. One Tech thought it might be a Motherboard problem, but since the Optical drives were visible to the system and not the Hard drives, Tech support had me try flashing the BIOS. That alone didn't work, but when Sean had me disconnect both Hard drives and then try connecting one at a time back into the mix we had SUCCESS! It was like the connections were rebooted by the combo of Flashing the BIOS and then adding the HDs back one at a time.
I was under the pressure of having clients waiting for finished work and I was very grateful for the expert technical support of Brandon and Sean in getting my problem resolved as fast as possible. Personally I will always think of Sean as a genius!! Please pass my kudos and the love on the Brandon and Sean.
To all the people waiting for a CALL BACK. All you have to do is call THEM back when you're ready to move to the next step in trouble shooting. "
“I will be sure to pass the kudos on to the technicians you worked with, especially Shawn. I'm not sure if he's a genius, but he certainly has a wealth of information and considerable technical expertise. Thank you for taking the time to post your experiences.”
"This is a great company. I have had my computer which I purchased for many years with only a couple of minor problems. Whenever I call for anything they have been extremely helpful. (Even when I was the one who screwed it up.) Great customer service."
“Thank you for taking the time to express your satisfaction with the computer that you've owned for the past few years. This is the customer experience that we strive for with each computer we build.”
"I purchased a Velocity Micro PC on 2/21/11 with an anticipated delivery date of 3/1/11 (actual delivery date was 3/17/11, after a status inquiry was emailed to Velocity Micro on 3/6/11.) After I received the computer and powered it on, I immediately started receiving a series of stop errors, each of which I've taken screen shots for. I then started working with the V.M. Technical Support department, making numerous phone calls to troubleshoot the problems. I spent days trying to repair the issues via the tech support staff, to no avail, and eventually on one of the calls with them, the computer would no longer boot up and the support person diagnosed it as a motherboard failure. He informed me that my two options would be to send the PC back to be repaired, or return it.
I chose to return it and received an email that I was responsible for the shipping as well as a 15% restocking fee.
I spoke with the V.M. customer service to explain the situation and request they waive the restocking and shipping fees as it is well documented that this computer arrived to me already damaged and had further malfunctions/corruption during the technical support process even while I was on the phone with them. Their customer support did not take any further action to work with me on the fee waivers and I informed them I would be filing complaints online.
In addition to all of the above, I had recently loaded pictures and videos of my newborn son onto the computer, however because of the malfunction of the computer, I was not able to access these photos and have lost these precious memories.
I am completely dissatisfied with the experience I had with the return of my product to Velocity Micro.
**********
As an update to the above posting, I wanted to write that Velocity Micro did waive the restocking fee and refunded my money, minus the costs to ship to me and for me to ship the computer back to them (appx. $100 total). I think it would have been a fair gesture for the company to at least pay for one of the shipping costs, but I suppose that is the cost of doing business."
“I had the opportunity to speak with this customer this morning. Under the circumstances the restocking fee has been waived. Had a replacement been offered last week the customer would have accepted. Velocity Micro will make a sincere effort to recover the photos and videos of the customer's newborn son. As a positive, the customer spoke highly of the support she received from two or three of the technicians in the call center.”
"I purchased a new Velocity Computer just over 1 year ago and started experiencing problem 1 month before the end of the warranty period. The computer would shut-down and reboot several times a day. Velocity technicians had been called and since they were unable to repair the unit over the phone,it was sent to their repair facility. Within 10 days, the computer was returned to me, however the problem still existed. Velocity sent a technicial from 45 miles away and he discovered the power supply unit had an electrical short. This was repaired after Velocity sent (next day air) a new PSU and installed by the same technician.
At this point the computer is out of warranty, and the problem still is happening randomly. Velocity was contacted and the unit was shipped back to the repair facility. The unit was bench tested and found the RAM had a problem and was replaced and bench tested for 6 days. I have since received the computer back and after 1 month it is running perfectly.
The dedication of this technical support team is more than admirable, and I will continue being a Velicity Micro customer in the future."
“Thank you for taking the time to post your experience. It took an extra try to get this computer working perfectly after the initial repairs and I'm glad that you allowed us the opportunity to continue working with you. Although the hardware warranty has expired, please call us with any questions or concerns.”
"For some time I have been looking for a laptop that could replace my ancient desktop. I have looked at many brands but could not find what I wanted and then Velocity Micro was recommended to me. After many months of playing with the website's tool for designing your laptop, I felt I was ready to order. Having some questions on my choices, I chose to order by phone. The sales executive I spoke with answered all of my questions and expertly guided me on all of my choices. My order was completed 2/1/2011, however, there was a delay due to the M17 being redesigned. I was glad to wait because I ended up with an even better machine. My laptop arrived this week. The packaging was wonderful. When I took the laptop out of the box - WOW - it is beautiful! I have never seen anything as beautiful. And the speed. Setup was easily and quickly accomplished. The sales executive has contacted me several times to make sure I am happy with the product and has instantly answered several questions I had. I had no problems with the wireless setup, with the laptop recognizing my network immediately. I also appreciate the documentation that came with the machine. I am delighted with Velocity Micro and my new laptop. I have already recommended them to my friends."
“Heatherj,
Thank you very much for taking the time to post your initial experiences with our website and our sales staff. We are very proud of our production staff and the quality work they complete. I hope you continue to experience that "WOW" for the next few years.”
"Our new Velocity Micro computer is fast, quiet and especially great to look at (one side of the tower case is a clear panel!). Their customer support was quickly available and quick to respond to some initial questions we had about setting up the computer as our first Windows 7 machine."
“Thank you for taking the time to post your initial impressions regarding the new computer and your contacts with our support team. Please call or write any time you have questions or concerns.”
"So after reading reviews of VM I was a bit skeptical about buying my new system from them. But, based on the reputation of the systems they produce and the cleanliness of their installs, I decided to give them a shot and ordered a pretty high end version of their Vector Winter Edition that would run autocad3D. They were a few days late in sending it out, but that was okay... though in order to discover this, I had to call because they hadn't worked out the tweaks on their customer notification system. It arrived (only 3 days late), and was... BEAUTIFUL. I didn't even know computers could be beautiful. It took a bit to figure out which parts were removed from the motherboard during their build and which parts I needed to install (I'm not a computer genius), but once I got it all set up the computer was SMOKING FAST and beautifully clean with no garbage software. Set up was painless once she was on, and man can she compute. I've had as many as 11 processes working at once (just to see if she could handle it) and she did. I wrote my sales person about some of the tweaks that would make them shine, and he actually bothered to write me back and tell me that they would make some tweaks to make things easier for future customers.
Calls and emails were quickly returned, and customer service was great. Based on the system itself and promise of better customer service (meaning more proactive, which is hardly something to complain about, since they are helpful and kind) I would HIGHLY recommend VM for your next computer. They are great. Really. And the system is AMAZING."
“Thank you for taking the time to share your initial impressions with your new Velocity Micro Winter Edition computer. It surely seems that it is surpassing your expectations. This was a very popular model that allowed the buyers to customize to meet their needs. I'm sorry about the delay in shipping and not keeping you in the know as to the revised shipping date. Be sure to get in touch if you have questions or concerns with the computer.”
"Ordered this back in December. The mouse that shipped with the PC kept shocking me and causing all the USB peripherals to disconnect and reconnect, including the keyboard. I called them up and told them that the PC keeps disconnecting the USB connections. I was told to install a new driver and reply. I did, the problem was NOT fixed, and I have been ignored from them ever since. I paid a lot of money for a PC that dos not work correctly. I will be filing a complaint with ic3.gov
-Update It is now March 2nd.I was never contacted by Micro Velocity as they stated below. Buyer Beware. "
“I have reviewed the ticket history regarding your still relatively new computer. As per your email you reported the concern, received a follow up email on something to try, and you posted additional feedback in the support ticket. Two weeks have now passed and the technician has not responded to you or moved forward to resolve the problem. I am very sorry for the relatively poor quality of technical support you have received thus far. It is not the experience that Velocity Micro wishes for its customers. The technician will be contacting you today, and with your cooperation, will move forward.”
"Not big on writing reviews, but this time I felt compelled to give props. Ordered a customized Holiday Edition online and enjoyed checking in once in awhile (online) to view the status of my new PC. I didn't have to talk to anyone and still felt well informed. It arrived packaged tight as a tick. Setup was a snap... plugged it in, and it's been right on!! Not one issue. I've had it about a month now and feel I've put it through enough that I now know I did indeed make the right choice. Kudos VM... NICE JOB! "
“Thank you so much for taking the time to write this review. The Velocity Micro Holiday Edition was a big seller. I will be certain to relate your initial impression to our Production Team.”
"Well this company is hit or miss.
So to start off with I was supposed to get my system Fri but do to some shipping problems It was rescheduled for Mon (presidents day) . Well it was supposed to be delivered Monday but there was only my name on the package and the town, no street or house number. I guess no one in shipping department has to check what they are doing, but you know billing had right address (got to get the grand ASAP. When it comes to money going to them they double and triple check everything is right but with it comes to the costumer…lots of sorry we will get right on that.
So finally I get my computer….Ya finally! So after setting it up and getting all ready I turn it on. It works they have outlived one of their reputations, it starts. So next I go to connect to the internet and …… What no wireless card! Now when I first order my computer I did not order this, but right after order was summited I call and talked to their sales team (or guy) and he said it was a free upgrade and he would take care of it.
Well after 10 minutes of helping him my find order (less than three weeks old) because he couldn’t (save all email and communication because to find me in there system I had to surch though emails) . Well he pointed out to me that he didn’t see any note on the order (that he or another award winning costumer sales team member was supposed to modify) So he informs me that I can wait on hold for someone else (have been now for about 10 mins as I write) and have them ship me out a wireless card. Well me as someone whom just gave this company about 1000 dollars asked” will it be overnighted?”. Chip L said “nope most likely it will be “”slow boated””, but maybe since it was small they could do something. Also Chip l said I could always hook it up to my router with a cord. I told him it was by the baby’s crib. He said it would work tell I get the card. At that time I informed him that I was scared to order from them with their LOW review scores and I think that he is obligated to take care of this problem. so he transferred me to someone (don’t know STILL on hold)
In conclusion the computer looks great, don’t know how it works because cant download my programs, and was at a good value. (At what expense) So far shipping problems, not how I ordered, and LONG hold times to fix what they messed up on. I would say order from dell!!!!!!!!!
Ordered Jan 31 and on feb 21 this all happens... look at the dates do you want this to happen to you...."
“The customer and I had an opportunity to speak late this afternoon to resolve his concerns. An addition to his order was not included in the final build request. Because of our mistake, the shipping has been expedited for the missing wifi card. There were also some omissions regarding name and address in the original order that will be resolved tomorrow by the webmaster.”
"Placed an order on Jan 9 for the Vector Holiday Edition PC based on steller reviews from PC Magazine and CNET. I upgraded to i5 processor hyperclocked to 3.6 GHz with 8 GB of memory. Estimated ship date was 1/25. Received an email from VM on 1/21 that production was behind due to demand and weather and that ship date would be delayed a week. The pc did ship on 1/31 and was received on 2/2. Was packed very well. Pulled it out of the box, plugged in mouse and keyboard, my monitor and printer and everything worked great. Also recognized my wireless network immediately. I have since changed out the keyboard and mouse for a Logitech wireless set-up with no issues. Had to install the Blu Ray player software and download a software patch but once done the Blu Ray player works with no problems. One week with the pc and I love it and it's speed. Comments - 1) the late ship dates seem to be a recurring theme in feedback so not sure why VM does not adjust the est. ship date they are quoting until they get production back on schedule; 2) hard to get a timely response from anyone (another recurring theme of Dec, Jan and Feb posted feedback)...I sent a couple questions via email and did not get a response until after the pc had shipped; 3) wish there was at least one USB port on the front of the pc (there are 2 on the side and the rest on the back); 4)comes with lots of software disks but no indication of which software is already installed and which needs to be installed. Took a while for a novice like me to discover that I had to load the software for the Blu Ray player. Overall I would highly recommend this machine. Hopefully I will love this machine as much 6 months and a year from now as I currently do!"
“Thank you for taking the time to post your initial impressions. I'm sorry that your initial emails were not responded to.
A couple of years ago we switched case designs so that the "front" USB and audio ports were actually on the side but elevated from the base. The original design had those ports at the base. This seemed to be more of a convenience for some customers.
I agree with you regarding the installation of the Blu Ray software. Because of our final sysprep for each computer, programs such as Norton Antivirus and the Blu Ray software cannot be installed. There should have been written information in the packaging to notify you of this.
I hope you still love this machine much longer than six months or a year.”
"Requested a ticket to send back a defective video card and get a replacement, as mine died after 8 months. Requested it 5+ weeks ago and nothing still. While the machine worked great up to the video card died, the warrenty support is definitely lacking. I figured they were busy during Christmas, but its February now and nothing.
Have now resolved this problem, thanks to Ellen"
“Jlira,
Since late December, we have made several requests for you to update your credit card information. There is no charge for warranty replacement part; however, the credit card update serves as security that the original, failed component is returned. I have emailed another request to you a few minutes ago.
For a customer who does not wish to provide credit card information, he may opt to return the failed card first and then have the replacement shipped.
I look forward to receiving the update from you soon so that Velocity Micro may process the request for the replacement video card.”
"Velocity Micro's products and service are world class. Our computer was packaged so well I think we may have been able to drop the computer off a roof without damage. The product is without question the best I have ever seen and have built my own computer in the past. If you are looking for a great computer forgot the box units. Junk will always be junk and that is what you get in most cases. Buy the best computer value for your money and that is Velocity Micro."
A rep from Velocity Micro, Velocity Micro, has responded:
“Sparky, Thank you for the follow up. When problems occur, we like to think that all customers will receive this personal and thorough attention until the issue is resolved.”