"I contacted VM support because of problems with my computer operating system which appeared to be corrupted. Because of this I decided to reinstall the operating system following backup of files which I wanted to keep.

The technical support people, (Dave, Sean, and Tiffany) kept at it until problems encountered in the installation were solved and my computer was operating properly again. This type of value added support is the reason why my wife and I have 3 VM computers and that they are the company from whom I continue to buy new machines at replacement time."

"Initial contact with this company provided me with the expertise and advice in obtaining exactly the configuration I desired. Subsequently, two calls to tech support were handled by Americans speaking 'regular' English. Suggestions were accurate and to the point leading me to full restoration of my computer.I have received only satisfaction from the company and any future computer purchases will be from no one else. Highly recommended.
Jack B. Campbell, M.D."

"I did a lot of research before I ordered my first high-end gaming/video editing system from Velocity Micro. First I reviewed the more traditional vendors - HP, Dell - then went to the more specific vendors like Velocity Micro, Alienware, and Voodoo. I came back to Velocity Micro because I felt more confident on their site and talking to their sales reps. And boy, I'm glad I did. System arrived, set up was a breeze, and I'm in the midst of copying all my pictures, videos, music from my old system as I write. My Z55 is beautiful, quiet, and the performance is awesome. I'm a very satisfied, nay, thrilled customer.

LynnTJ"

"Within less than a week I had troubles with my new system, which was disappointing! However, the phone support I received from Dave (including his PATIENCE) was superb! As it turned out, it was decided that new parts were needed! With the holidays closing in fast, I did not expect to have my system up & running until well after the holidays! Again, however, the service was superb! I received the parts in the evening, the tech called me that night ... and despite inclement weather he arrived at the time he said he would and had my system running within an hour of his arrival (probably would have been quicker had I not kept asking questions)! This is my second system from Velocity (the 1st was a laptop that my husband uses in his truck ... he's an over-the-road driver) and I can most definitely say that I will highly recommend Velocity to anyone looking to buy a new system! (And neither of us are even "Gamers"!) Thanks again for taking such great care to keep a customer satisfied! ~ Bonnie M. Scheffler"

"After years of headaches (and a few tears) trying to resolve problems with previous computers (Dell and Gateway) Velocity Micro has been a real pleasure. It's a good computer, but what has pleased me most is the ease in dealing with the technical support group. Today I was able to very quickly solve a problem with the help of Dave (that's his real name -- not one made up to "sound American"). He listened to my problems and was able to very easily guide me through fixing the problem. A smile on my face less than half an hour after dialing the Velocity tech support number. Wow! Thanks so much!"

"VELOCITY MICRO HAS SOME OF THE BEST CUSTOMER SERVICE I HAVE EVER ENCOUNTERES
TIFFANY WAS THE SUOER NICE AND KNOWLADGABLE LADY WHO HELPED ME.
RETURNED E-MAILS PROMPTLY, EAGER TO HELP ME FIX MY PROBLEM, SINCERE
5 STAR SERVICE
"

"I ordered a Velocity Micro Z55 on 17 October 2008. I had ordered from VM previously and was satisfied with their product, which led me to order from them again. However this second experience has been uneven at best. I placed the order over the phone and received the confirmation email immediately. The machine was built and shipped within the time frame I was quoted. However their online order tracking leaves something to be desired. My computer went from "staging for assembly" to "complete" in a single day, despite the fact that their own policy seems to indicate a longer testing period between assembly and shipment. This was my first indication that I might be in for problems.

Unfortunately, that turned out to be the case. The machine was broken out of the box. I had distorted video and random blue screen crashes. I phoned customer support as I paid for the extended warranty and 24/7 phone support. At this point I have to give VM credit for the things they do right. Despite it being about 10pm EST on a Friday, my call was immediately answered and I received a call back from the on-call technician within twenty minutes. The tech had me try a few different video connections and monitor hook ups, and when that failed to resolve the situation, he recommended I return the PC to them.

So first contact with tech support was on Friday, the RMA was issued the following Tuesday, and I shipped the machine back on Wednesday. At each step of the process, VM was receptive to my problems and helped expedite a solution. After my PC arrived back at VM, the repair process began the next day. However again at this point I have to note some failings in their web-based tracking system. After a couple of initial updates, VM has gone "silent." I have not received an update on my computer in over a week. I had to call them last Friday to get an update over the phone. In total, my PC has now been under repair for almost two weeks with no timetable for a return. I have tried to note those things that VM does well, because they have been cooperative at certain stages of this process. But I am now almost two months from my initial order date, and I still do not have the PC that I ordered. Frustration is starting to build, and the lack of communication in recent days is making that worse.

I will update this review as the situation progresses and relate the final outcome.

UPDATE: I received my PC back from VM this week. In total, it had been back at the factory for a little less than two weeks. I received it back exactly one month after it had been delivered the first time. I would first like to thank Tamer, and Tiffany, and everyone else at VM technical support I spoke to throughout this process. They were very helpful. Whatever flaws I may note in this review, my experience dealing with the individuals at VM has been universally positive and they are to be commended for that.

I do have one concern that sticks with me now that all is said and done. The tech who diagnosed and repaired my computer noted that my overclock was unstable. If that was the case, why was that not identified before the machine first left the factory? Why did I have to lose an entire month sending it back? Their own policies state that each machine is tested before it ships, yet if that is the case, it seems the unstable overclock would have been identified and addressed. Were those tests conducted? Was my PC rushed to meet the ship date without the testing? These are the questions I am left with at the end of this process.

Overall, a big thumbs up for VM's customer service and technical support, and a big question mark for their quality control."

"From my online purchase through shipping and support Velocity Micro has fulfilled my every expectation and more. They have definitely earned my business. My next computer will be a Velocity Micro Product.







































Purchasing a




































































Velocity Micro fulfilled every expectation from ordering through shipping. Packaging was perfect, all ancillary items included. Support has been a wonderful experience the few times I needed to try it. Will buy my next computer from them.








3"

"My computer was sent about 4 weeks later to me then originally quoted when I made my purchase. Computer began having technical problems within the first month.
I have had to call over 20 times to determine why my computer was intermittantly shutting down. Some(by no means all) of the process I went through is listed below.
A new video card was sent and installed. This arrived two weeks later then expected because my credit card was not on file(I purchased it with the same credit card and the tech informed me that they had all my information). Did not fix the problem. A few diagnostic programs were sent to me to determine what might the problem be. Three complete uninstalls of the window operating system was done during the next 4 weeks to no avail. I asked if I could send the system back for repair work. Finally got an okay, but I had to pay for shipping. After completing the bench work, the computer was sent to me, but I received a 3 year old model?? turned out I recieved another customer's computer!! Though I had the package in UPS's hands that afternoon, it took four weeks after sending mine in before it was returned to me. However, the problem of intermittently shutting down continued. I learned from the tech all they did was run the same programs that were already sent to me and no internal components were swithed out as promised to "exorcise the demons"(tech's words to bring some needed levity to my situation). I called again to a technician, James ansered and he wanted to make sure I was taken care of so he gave me his extension to call directly until the computer was fixed. Finally good service. Before his offer I spoke to who ever answered the phone and each of them were asking me to do things that were tried repeatedly with no success. Together James and I went through the same steps, as we neared a solution I called his extension four times in the course of a week with no return call. He had left the company and no one picked up his messages. So I started the process again with George. He finally determined what appears to have been the problem from the start, that 2 of my memory chips were bad. I was sent one new chip which was not compatable with the existing chips(they were no longer being manufactured by this time). After getting the correct ones(If you are keeping count this would be the forth time a shipping error delayed resolution by two weeks) and installing them, my computer has worked without issue for the past three weeks. Since first contacting Velocity Micro it has taken over 8 months to resolve my issue. I am an extermely patient person, but would never wish this process and company to my worst enemy. I will never shop with Velocity Micro again. My recommendation to business associates, friends and family is not to get involved with them. My only remaining concern is that now that I can actually use the computer(since wiping the hard drives I had not reinstalled any programs to prove that this was not a software glitch) I fear I will find other flaws and the one year warrenty will be over come January. "

"I purchased my desktop computer with the intention of adding my old hard drive to the computer as an additional hard drive. The salesman was very helpful in making sure that I could do it - checking for an extra bay and for an IDE slot on the motherboard. After I received the computer, I had a hard time physically adding the hard drive. Tech support was helpful. Finally, I had software issues in making the computer work with my original hard drive as the boot drive. Tech support spent almost two hours helping me. This was way beyond anything I expected or was entitles to. I will recommend this company to my friends who purchase."

"Simply the best computer I've bought since my first in 1991. If I ever need another one, or family, or friend needed one, I would send them to Velocity Micro, with no qualms whatsoever. I've experienced no problews, except of my own doing like DLing Google toolbar which does not play nice with
Vista 64-bit."

"When I got my Overdrive PC (ODPC is now Velocity Micro) initially, it was all puppies and rainbows. I was thrilled with the speed of it and the quality of its performance. However, since then, I've only experienced short periods of functionally sandwiched between protracted periods of attempting to fix the machine.

The first major problem was both sticks of memory going bad. Soon with Aaron's help, we discovered that was the problem, they overnighted me new memory, and all was well.. for a while. Later I experienced issues where the monitor would refuse to display anything when I restarted the computer (the restarting was necessary because the machine would periodically turn itself off or restart on its own). After collaborating with Aaron more, I sent it in to them to be looked at.

They did replace the power source, which stopped the random reboots, but they never actually managed to get the computer to do the no-display thing when they had it. Over several months of shuffling it back and forth between us, the problem was finally solved, rather inadvertently, when I was given a free video card upgrade after they'd had a long delay in getting the computer back to me after working on it.

So now my display dependably functions correctly. On the other hand, the computer has now taken to refusing to boot up past the windows' logo loading screen. I've been on and off the phone with customer service all day, repaired my windows' installation, completely clean installed it, and now I'm reformatting my hard drive.

I applaud the quality of the customer service and the dedication of the support people I've talked to, James and Aaron. They've been nothing but steadfast and helpful. However, it's the computer I'm wary of. It's been, essentially, a slow train wreck. I'm afraid, even if I manage to get around its current crisis, another one will just crop up. The computer has spent at least as much time broken as working since I got it.

Summarily, I'm extremely pleased with VM/OPC's quality of support and customer service. I'm extremely displeased with the system I was given. I'm not sure how to reconcile the two, honestly.

UPDATE: I originally wrote that review in April of '08. Since then, I've repaired, reinstalled, and reformatted many, many times. Every time I use VM tech support, and every time they give me the same song and dance about making sure it's not my hard drive and/or reinstalling Windows.

I've had to do this so many times, I'm convinced that there must be some underlying problem. Every support technician I've worked with, however, when hearing that the computer regained its functionality after reinstalling the OS, has declared the problem completely, thoroughly, unequivocally dealt with, and has bid me good day. I've asked for possible other causes of the machine's chronic problems, but to no avail. Perhaps the tech support people believe my poor layman's brain can't comprehend the complexities of a computer. At any rate, VM support has NOT done a satisfactory job of resolving my (continuing) computer woes. What's more, as my warantee has expired, I'll now have to pay for whatever repairs may have to be done. Keep in mind said repairs would be to fix problems that have plagued me from day one.

I believe VM owes me the service of fixing a computer that has never worked reliably, or at least helping me discover what causes it to fail so often, but they refuse to believe it's nothing a good ol' hard drive wipe/ OS reinstall can't fix!

I am extremely fed up with such malarky at this point."

"My VM PC was purchased in January 2006 and I had VM make significant upgrades to it in both 2007 and 2008. VM is a pleasure to work with! The quality of VM hardware assembly is above average and their Technical Support is excellent! I recently had to use VM's Technical Support service and Flave, Tamer, Eleanor and David did a super job of helping me. The quality of VM's Technical Support is so outstanding, it alone justifies the purchase of a VM PC. "

"I purchased the computer from Velocity Micro in 2005. Three years later I need help in locating an audio driver I accidently deleted. VM tech support bent over backwards in helping me get the sound back on the machine - two years after the warranty had expired. It’s hard to beat tech support like that in America."

"Velocity Micro provides the best product at the best price. I've also found their customer experience to be beyond exceptional. I ran into a slight problem with my customer unit, which is to be expected of this type of system. I decided to reach out and ask the support team for some help. What normally would have been a frustrating and expensive experience; turned out to be very easy. Try getting personal service from Dell? The CEO Randy Copeland was made aware of my issue and called me personally to discuss our options. I will continue to purchase Velocity Micro systems and will reccommend to any user who requires more than your average system - build it at VelocityMicro.com - you won't regret your experience.

Sincerely,

Evan Robins"