"I just want to thank first and formost all the people that I got to chat with (prior to buying/building my machine) and those I communicated with via e-mals afterwords who were all very professional and more important personal/personable.
Now to my system, I'm so very pleased with my purchase, I can't stress that enough, and i've been telling everyone I know how great it is. I had one small problem but did some on-line research and found I wasn't the only one, but unlike others, my keyboard problem got resolved/fixed (not really sure what
I did to unstick the (4/$ key) but it's working now and i'm happy.
Leaving on a positive note, this by far is the best system i've ever owned, both in performance and looks, VM does an awesome job all around. Have a great New Year and many thanks to all.

"

"I ordered my computer December 19th and of this date, January 27th, I still do not have a completely functioning computer.I have spent over 6 hours on the phone trying to get this rectified, have asked to speak to a supervisor and was rebuffed by a snippy tech rep, and still have no idea when I will receive the replacement part. If you have a business to run, as I do, and a problem arises, do not depend on these people as they run a very bare bones operation that is deficient in people skills. "

"Updating my review: After a couple of weeks, the computer is amazing. (I have the holiday edition with the overclocked processor). It is unreal.

My only feedback is the following: The subwoofer that came with the creative speakers I ordered, had a broken leg; not a big deal, I fixed it with real glue, (that isn't cheap like the original stuff) but none the less, it's kind of ghetto for something right out of the box that I paid decent money for.
Also, I found the intial set up wasn't too user friendly for a novice. It came with a barrage of software installation discs, but didn't actually indicate what's to be installed/or not. I called in to simply ask for help on setting up, and I was e-mailed a day later telling me to ask a friend lol...I just had a few questions, like how do I take full advantage of the overclocking, or is it automatically set up for that? But yeah, got an email saying to ask a friend lol...I was hoping since I paid 2k with duty and taxes, that the company who built it could answer this question, rather than a friend.

In conclusion though, amazing computer so far, hopefully it holds it's value and has no major problems in the years to come."

"I got my computer! It's the fastest computer I've ever had!"

"I would have to say I fall into the less than pleased group regarding Velocity Micros customer support, or in this case technical support.

I was given one of the Cruz Readers for Christmas, and for the first couple of days was quite pleased with it. I updated the firmware on the first day as suggested, and the system continued to march without any issues. A little less than a week after receiving it, and using it daily, I tried to connect to my home wireless (which I had been connecting to just fine every day since receiving the Reader), it failed to negotiate an IP address with the router. No worries - I just set the IP address manually. Even with a manual IP address, it still fails to connect.

So, seeing as how I know Best Buy is not going to be able to assist answering my questions, I call VM Technical support.....and end up on hold. Okay, so I'll use their online support instead. Since I had registered my product already, I create a trouble ticket, naively believing that it would garner some manner of response from VM. It has now been two weeks since creating the ticket, and the only entries or responses have been me posting the steps I have been taking to try and resolve it myself. Still no response from VM....

I am currently on hold with their phone in support, for a fifth attempt at getting through. On the previous four attempts I started at queue position 30 or more, and sat on hold with them until I became number 1...oh, ringing phone....an answer! No such luck. After spending almost three hours on hold the first time (yes, I'm persistent and had it on speaker phone while I worked), at least an hour or more each other time (and sitting at an hour-ten right now), I didn't even get a live person. I got an answer from a voicemail. Irritated I left a message the first time...haven't bothered since because they don't call back anyway.

If anyone at Velocity Micro cares to investigate, my ticket number is 5462-10022962. My unit is registered, so I've already given you my email address and my phone number. I'd be happy at this point for any contact with a real person, even if it's to tell me they can do nothing about the problem. I am loathe to take it back to where it was purchased because they have a four to six week wait for a replacement, and I use this reader almost every day, but I can't say at this point that I would ever recommend getting one of these to anyone else."

"Brand new customer of Velocity Micro, and so far I'm not impressed. I got the Holiday Edition of their lower end gamer PC and two days after starting it up, started receiving the "Blue Screen of Death". After 1 more day, I tried again and got the BSoD after just letting the computer sit idle for about 10 minutes. I called their Tech Support line, impressed by the ratings I had seen in other places about their tech support and impressed by the fact that I would be able to talk to some folks in the good ole' USA. However, I sat on hold for 1.5 hours - 45 minutes of which I was #1 in the queue - only to be directed to leave a message via voice mail. I did so and left a phone number, but 24 hours later, still no callback. In the meantime, I went to their website and filled out a ticket, but 6 hours later still haven't heard anything.

I see all kinds of reviews about people who have had this happen and still rate the company with 10 stars and others who have it happen and rate it 1 star. I so want to be a part of the first group, but I really wonder if I made the right choice now with the utter lack of response to fixing a problem on a brand new PC.

Update on 1/17: Tech Service has been working with me for some time now. Due to my own schedule, I have been unavailable to troubleshoot much. However, they are indeed being helpful. Plan to update again when issue is resolved."

"let me see where too start,VM sent me a email so i could do this.i read the other emails first,i had my baby in 07 they have helped me work on her myself,in 07 i was new at everyyhing to do with computers,still can't type!i've sent it back to them for upgrades & repairs 2 or 3 times,sometimes good & sometimes gerat at the finish line.when i call them & they walk me arround some things to try & fix a problem myself & it works what pride for sometime i'm on cloud 9 then you come back to earth & go on.i just got her back in DEC.i had some upgrading done & i won't bore you about win7 & mortherboard stuff, when i got her back i set just about everything up myself,a thing or two was out or not working i was going to wait until after Xmas.to call VM, on or about Dec 22 shawn who had been helping me before called me at home to make sure everything had loaded ok & we took care of the problem & life goes on,try to remember they are people too & if everything works out for you when you need help great if not try to remember every body has good & bad days. THANKS again every body at VELOCITY MICRO "

"Brandon of Velocity Micro spent an hour with me (A 65-year-old, technically challenged man)to diagnose a problem I was having with my 5 year-od PC (a fine VM product that has served me well!)
As a loyal customer of Velocity Micro, I was treated with repect and didn't feel foolish (though many 65+ folks feel that way when trying to understand the "gadgets" we now have).

Thank you Velocity Micro.

Geoff Stone
Richmond, VA "

"Talked to technician James about a hardware issue. (I must have loosened the mormory sticks in moving the computer around.) He was knowledgable and was clear in his instructions to me in diagnosing the problem. Also, he was courteous and patient. Atta Boy, James!"

"Ordered a pre-built Z55 through Newegg; the price seemed quite reasonable. It came promptly, but the video card was DOA. Tech support was helpful, and now I'm waiting a few days for a replacement card--assuming that the RMA is approved. Seems that it should be sent overnight, though, rather than UPS ground. I also assume that I won't have to pay shipping to return the bad card. Can't wait til it's up and running!
12/10/2010: The new card was sent overnight and it works fine. They included a return UPS label. So...I'm happy now!"

"Velocity Micro's amazing gaming computers are only surpassed by their outstanding communication and service. I was surprised with how smoothly every step of the order process went. It was not long until my custom built computer arrived at my doorstep.

Unfortunately the computer was damaged in transit. After a short phone conversation with Velocity Micro support I was emailed a shipping label and shipped the computer back to Velocity in its original box at no cost to me. Velocity Micro apologized for the shipping company's mishap and informed me they were upgrading my processor and my motherboard at no cost. Their technicians made the repairs and promptly shipped the computer back. I could not be happier with my purchase. It is great to know my computer’s warranty is covered by such a great team.
"

"ordered a custom built computer for our busy medical practice.
we had it installed by professionals in our area. On the second day of use it failed to boot.. Velocity was unable to fix the problem and acknowledged that THEIR windows XP CD sent with the computer
was corrupted and suggested that I buy a new version from microsoft... Incredible incompetence,, stay away from this pump and dump shop.. lessons learned"

"I am a former CS major and former avid gamer. Now I am a bschool prof and don't have time to build my own system.

I bought a VM machine for ~3K 2-3 years ago and have been very happy with it. The PSU blew out after 2 years of heavy use, but that was an easy fix. It's still pretty fast.

I ordered a new one thru them this week, this one top shelf on every spec (much more so than even last time). I have enjoyed the customer service; shout out to Jay Lewis, who helped me source out some "off menu" items... :-)

So, fingers crossed on this second system, but so far so good. They and falcon northwest (and perhaps a canadian builder) are my favs, and I have always been slightly happier with the selection and value at V-M. Their z55 is pretty sweet. "

"Ordering took no time, but due to my constant desire to add software or hardware, or my attempt to do something with the machine that requires a visit to the builder to set things right, the machine seems that it has been back to Richmond as much as it has been on my desk (it hasn't really, but I miss it when there is an empty space on my desk).
The place where velocity Micro really shines is the employees attitude when I call (four times a week, at least) for help with this marvel of a computer. No matter if I reach someone from Marketing, Sales, or even the owner, who actually picks up the phone to help out when things get hectic and he is walking the floor, I always find that the person goes out of the way to either answer my inquiry or find the expert in the particular field I call about. The technical support is second to none. I have never been disappointed with their ability to lead me, step by tedious step, through all the hoops until the correct result is achieved; and this is always done ith a great attitude and smile that you can actually "see" over the telephone lines. Ellen and Brandon and Nick and all the other technical specialists,whose names are slipping my mind, put customer service technical support everywhere else to shame. No matter how often I call technical support, I am treated like the most important customer of the day. This is the only group of technicians who actually call me if a question or problem I posed requires some time to research. Furthermore, you can be assured that each time you call, your call is answered in Richmond, Virginia and you can actually speak to the person who built your computer. No out-sourcing here. The technical support is so good that I have tried to purchase a few more years of twenty-four hour support once mine expires. I give Velocity Micro an eleven if ten is the highest grade of satisfaction available! "

"I purchased a Z30 system as gift for a friend of mine. Here's what happened: The machine died after just 2-3 days of use. After making it through the telephone hold-times and trying everything suggested by tech support (opening the case, removing and replacing the motherboard battery, etc), it was decided that he had a bad power supply (which shouldn't happen if the machine had really undergone substantial burn-in testing). He packed the computer up, sent it back, and a couple weeks later got the box back in the mail. As we removed the computer from its packaging, we heard some rattling around inside the case. We open the case and discover that two of the motherboard screws are loose, rattling around inside. We screw them back into place, close the case, and power on the machine. But then there's this strange clacking sound, and we find that there's ANOTHER screw inside the video card fan, making it click and struggle to spin. With some tweezers we manage to get it out, and then it seems to be working ok.

The headache that this whole ordeal caused my friend (endless hold times, extensive troubleshooting on his part, packing it all up, mailing it, waiting for repair, having to disassemble AGAIN to find screws, etc) made me feel sort of like a shmuck - This was supposed to be a gift, not a pain in the neck!

I contacted Velocity Micro via email about the situation in the hopes that they would make some sort of gesture towards my friend to make things right, but they never responded.

However high-quality this company's machines & service used to be, it's not the case anymore. Maybe they've gotten too big, too much focus on profit over service. Always seems to happen to good start-ups."