"I had problems with this computer right out of the box. The computer had to be sent back to Velocity Micro twice and it still does not work right. After a year of dealing with tech support I finally requested a refund and was told that the "Executive Team" cannot honor that request and that the company would still support me under my warranty. What is unacceptable is that the computer has never operated correctly, I have worked with the tech support department and now I feel as though the Velocity Micro has left us high and dry. I have never had as many computer issues as I have had with this machine. Had I had known that this would be the outcome, I would have returned the machine right away, but instead, I was assured that any issue I had would be resolved. Based on my experience with the company, Velocity Micro does not stand by their product."

" This recent order is my second gaming machine from Micro-Velocity. In this case a custom Raptor Signature edition.

I really can't say enough about Micro-Velocity. My previous system I bought much the same way from them. Top of the line for the technology of today. It's the only tech product I think I've ever had that worked as advertised.

Out of the four years with the previous system, I had a problem only once, when I screwed up a driver update (my fault).

I called for support thinking that it would'nt be much help, but it was exactly the opposite. A tech member got on the phone and walked me through the fix. I'm no computer genius, but their tech department got me through it quickly and efficiently.

Let's face it, the Raptor series is an expensive machine. A large investment. When I got ready to update to a new computer, I had these options: Go with someone other than Micro-Velocity, build my own, or get another from M-V.

My choice was to go with M-V. My reasoning was that I'd gotten so much enjoyment out of having a trouble free machine with good support, it made sense to buy another. If I built my own, it might work out, but if it didn't I'd have only myself to turn to. If I went with another system (there were cheaper, comparable systems out there), there's no guarantee there would not be problems, and if there were, I doubt very seriously their tech department would be as responsive as M-V. I give these guys a solid 10 out of 10."

"I have owned a Velocity computer for only 4 days but I can already see why they have the reputation they do….an outstanding machine right out of the box. My story is however a delivery story. When I ordered my computer I gave a post office box address along with my street address…big mistake.
The shipping department saw the box number and sent the machine to me via the US Postal Service.
It turned out that delivery was critical…I was moving to another state and was depending on the new machine and its advanced video components to wow a client soon after my move. I hadn’t shared all of this with Velocity Micro…who would have known? 4 days before my move I called for a tracking # and was told that “there was no tracking #” and that the USPS was in charge of delivery.
It was then that I shared with Trace (VM senior sales executive) my concerns. Trace said he would look into it and took the responsibility of finding out exactly what could be done. This was all going on right before a major holiday and the machine was a very high end configuration with extraordinary video hardware add ons.
The day before my move Trace assured me that he would get me what I needed for my presentation and wished me well on my long drive to Oregon.
The US Postal Service told them they could only guess that the machine might be delivered within 2 weeks or so. Trace had someone work over the Memorial Day weekend to put together ANOTHER machine. I landed in Depoe Bay Oregon and woke up the next morning to the sound of the UPS truck arriving with the morning delivery of the most perfect Computer I have ever owned. Trace still hasn’t told me if they ever received word where the Original machine was.
I don’t think any other computer company would go this far to help out a customer.
"

"First, I’ve been buying PCs for myself, and the computer labs at my college since 1981 (early IBM XT days). I’ve interacted with many a company. Velocitymicro is without question the best company I’ve dealt with. The following are just a few reasons:
1. They configure quality systems at good prices.
2. They successfully offer quality technical support.
3. They answer the phone and answer your questions.
4. They sincerely care about the product that they offer. The attention I’ve received has always been professional, competent and courteous.
5. They stand behind their product.

This is the third system that I’ve purchased from Velocitymicro. I had some problems with this system (something that can happen, and no fault of Velocity). But, what counts… Velocity came thru, resolving all my issues to my 100% satisfaction. I’m thrilled with the support I received from quality people, and a quality company. Special thanks to Ellen, Jessica and especially David, who personally spent many hours focused on my system. You all are superstars!

And, a tip of my hat to the owner of Velocity… you are doing it right!
"

"Just received my first gaming computer from Velocity. The order process was superb and the computer arrived in perfect condition. I never knew that a computer could be so fast. It worked perfect right out of the box with Vista. It was also great that no useless software was installed (just like they promised). I highly recommend them. "

"I had some issues with my graphics card after a week from receiving my computer. Random black screens, and artifacts. I called tech support got in contact with one Tech in particular George. He help me through it but over all the card ended up being bad.

Since I lived in Richmond I just want and exchange it and all worked well. Few weeks later they contacted me to make sure everything was working.

With out a doubt if I will buy from Velocity Micro!

Great support and beautifully built."

"Although they make a decent computer, they provide TERRIBLE customer service. The initial computer was delayed because they didn't have a part in stock and didn't bother to call me to put a different one in. They just let it sit, and the computer was at least two weeks late before I called and got it fixed. Now, two months later, the RAM went bad and they said they would ship new RAM out. They never did because they were checking inventory. Week and half later, I called to see where it was, and they still hadn't shipped it. Its been over two weeks and they still haven't sent replacement RAM that was faulty and less than 2 months old. They have horrible customer service and tech support and have repeatedly lied to me and been inactive. I would not have ordered anything from them if I knew what they were really like.

>>4/10/08 9:37 PM
Jstraw55,
Thank you for your feedback. We apologize for the delay in the initial shipment of your PC as well as well as the delay in your parts shipment. In this situation we failed not only your expectations but our own standards in communication. Our Director of Customer Care is in touch with you to make sure that from this point forward that you have no further delays. We look forward to continuing to work with you!
Velocity Micro
>>

They did get me the RAM finally, but a tech tried to get me to erase my primary hard drive and all my data during the memory replacement. I stopped short of that, saying I can't lose my data and turns out the hard drive is fine and another tech called back and was very helpful, but still - I almost lost my hard drive and data by following their tech. Yikes."

" I tend to buy PC's for myself every 7-8 years. In fact, I have bought more PC's for others (family) in the past few years then I have for myself. After doing ALOT of PC comparing over a 4 month period, I decided to buy my first Velocity Micro. I selected Velocity due to their flexible online PC combination options. I must say, I am impressed (Note: I have yet to receive the PC). I spoke with Trace, a gentleman who was willing to go above and beyond to make sure I was happy. My computer had already been ordered, but thanks to a mix-up with credit cards (no ones fault by my own and perhaps my credit card company) my order was slightly delayed. Once the mix-up had been resolved, I called (the day after I was billed) to see if I could make some changes to the PC. I inquired about upgrading the graphics card. Trace spent a great deal of time with me on the phone patiently explaining ALL of the options and answering ALL of my questions (Yes..I can be a little bit of a pain...especially when spending this much money on a product). He usually had an immediate answer. When he did not know the answer, he put me on hold, talked to his tech team, and found an answer! In fact, they actually built me a PC which was a slightly different configuration then they were offering online (as the part I requested was brand new). I truly could not have asked for better customer service. To be fair, I did have another call (not with Trace) that was not as smooth (not bad...just not quite as accommodating). I will chalk that up to a little bad luck...nothing more. Trace continues to answer my e-mails and has kept in the loop in terms of my shipping date. At this point, I only hope that my PC is as good as Trace's customer service. If it is, I am going to be very pleased. I shall keep you posted.


Update: I recieved my PC and it works perfectly....and I do mean perfectly...right out of the box. Let me add....I have now contacted the support line 3 times. All three times they picked up the phone in under 3 minutes. The line even provides a queue count so you know how many people are in front of you. I have never had more then 2 people in front of me. In addition, the only reason I contacted the support line was to ask how to connect my video card to my graphics card (SPDIF coneection). To be honest..this is not something they HAD to help me with (my opinion) nor is this something that most average users would do. However, they not only helped me.....they researched how to do it, got back to me very quickly, and are even sending me the required cable (free of charge) to make the connection. Even better, they tested the setup I requested in house to see if it would work. Again, there was nothing wrong with my PC....and still they offered to walk me through the entire setup. That is the best darn customer support I have ever expereienced. In the past I have always owned Dell PC's (and once a Gateway) and I will never go back. Since they deserve the credit, the customer support people who helped me were James and Tamer. Nice job gentleman! "

"I bought three Velocity Micro computers for my small business and holy cow, are they amazing. Exactly what I expected from a name like Velocity, solid build and good quality components, they were even delivered earlier than the estimated ship date. I had a few general questions about my warranty so called tech support, after talking to two different people (that guess what, spoke english - holy cow!) I am confident I will never buy from another company again, simply fantastic."

"I had a frustrating day getting a minor drive problem fixed at Best Buy (where I purchased the computer originally). That problem appeared to be fixed, yet when I got it home late that evening (after 8:00 PM) the PC would not boot up to Windows. I called the Velocity tech support number. After explaining the work done that day, Mr. Berry was able to analyze the problem and talked me (a real novice to the insides of a PC) step by patient step. We discovered that one of the flat cables from the suspect drive had not been snapped back into place properly by the techician at Best Buy. Once Mr. Berry directed me to the right area (I didn't even know where the motherboard was)we disconnected then reconnected that cable. Voila,it booted uo like magic.
Velocity's tech support staff offered superb customer service, great patience, explicit knowledge that pinpointed the potential problem area, and best of all the communications skills to assist a novice with care and a steadfast determination to fix my problem. Bravo Velocity"

"I bought my system in 2006, when submitting my feedback I was told "The Transaction Year field can not be less then 2007." So I changed it.

I had a problem with my internet connection staying connected. My ISP (Comcast) insisted (evidently correctly) it was a problem with my system. I did hook up an old Compaq I had kicking around and it (internet connectio) worked fine. I was going to buy a PCI card and put it in. I called Velocity Micro and spoke to JAMES SHARP to check on my warranty to find it had expired last month. After explaining to James my dilemma, he said in all his years he has never seen on board ethernet go bad. He suggested it was something corrupted in my Windows XP installation. He told me what to do to fix it. He even called me back to check on how it was going. Bottom line is I am back up and all is good, my connection is working fine again and not a bump in the road along the way. The support field needs more JAMES SHARPS out there. I've talked (or tried to) to many support people in my days, but James is the first one I feel deserving of my time to write about. Thank you James!"

"VM refused to provide me with an updated BIOS for the motherboard (OEM PN5-E-SLI) because the coding for Windows Vista was in the OEM version of the BIOS. This precluded me from being able to use the 4 GB of RAM (2 GB which was purchased from VM as an aftermarket upgrade)since the system would not boot with out the BIOS upgrade.

I elected to download the required BIOS from the OEM website, flashed my BIOS with the update and loaded Vista 64 (I had to purchase a new copy of Vista because the VM OEM Vista restore disk would not work with the BIOS downloaded from the oem website.

When the E8400 came on the market I enquired via email to VM if this processor would work. I received a reply that my system would only support up to E6700; which proved to be incorrect because the E8400 does work! I purchased one and after updating my BIOS from 608 to 803 there was no problem with the E8400.

Since this computer (E2035) is SLI I was going to add another 8800GTS 512 (G92). Again, I contacted VM by email and inquired if the power supply would handle SLI (there was no second 6 pin PCI-e connector). The reply was No. I would need at least an 850 watt PSU if I wanted to run SLI. So, why provide an SLI motherboard?

While I am happy with the quality of the computer, I am very disappoited that VM's policy of not providing BIOS updates to it's customers precludes being able to upgrade the computer to it's full potential. Only if the consumer decides to do as I have done (warranty by-by) can this happen.

In fairness VM did offer to install the updated BIOS but I would have to pay for the service plus the to and from shipping (sic.).

One final point. I have no complaints on the way customer service (as individuals) treated me. Phone calls were always answered and answers provided (right/wrong or disappointing).

Would I buy VM brand again? Only if they change the upgrade policy and provide an unrestricted upgrade path for their products.

UPDATED 3/17/2008

HERE IS AN EDITED EMAIL (TO MEET RESELLERRATING'S POSTING REQUIREMENTS) WHICH DETAILS VM'S RESPONSE WHEN I REQUESTED THE BIOS FILE BE PROVIDED TO ME IN NOV '07.

We apologize for the inconvenience but we will not and cannot bend on this
rule. What you were told was a mistake and we are sorry for that. The
machine has to come back in here for the update, as there is a very
customized bios for it and cannot be sent to you. Please email us back if
you would like to send it in to be updated.

Feel free to call VM Customer Care if you need assistance...

Regards,

Brandon , VM Support Technician
Velocity Micro

MY TEXT IN EMAIL TO VM:

Not a Happy Camper! Purchased 2 GB RAM from VM direclty in Sept '07 to
bring my system up to 4 GB RAM total. Computer would not boot with 4 GB
RAM. Asus P5N-E-SLI known to have this issue which was corrected with BIOS
update - VM Tech Support advised that VM was working with Asus to updated
the VM branded BIOS and I would be provided the file to update my computer
(this was in Sept '07). Called yesterday and told I would not be given the
updated BIOS but had to send my computer back to VM! This is not what I was
promised. Please check you phone call and email logs to confirm the
communications I'm referencing and then HONOR your commitment to me (the
CUSTOMER).

Thanks,

UPDATE4/6/2008

Velociy Micro's Director of Customer Care has taken a personal interest in reaching out to me on this issue and after several email exchanges; I feel that VM has taken lessons learned and implemented the necessary improvements that will preclude others from going through the customer support experiences I had. IMO, VM truly wants to be the "Best in Class" when it comes to providing aftermarket support and customer care services to their customers - they have proven this point (to me) on the way my issues were addressed. At VM you are more than just a number.

When I need my next computer Velocity Micro will be on the very top of the list for souricing. The quality of their product together with their (new and improving) Customer Care support would be hard to pass-up, even if it cost a few dollars more!


"

"I purchased a velocity micro PC from best buy and needed help installing an esata hard drive. I spoke to a Mr James Sharpe II and his peformance to say the least was outstanding. He spent an hour on the phone helping me update my bios, installing new vista drivers and fixing the problem. He was patient and very helpful. I have dealt with many companies in the past and this was by far my best experience. With employees like him, I am sure your company will do very well. I can only give this help the highest rating and will continue to do business with you.

A very satisfied customer.

"

"I'm not sure I've ever dealt with any kind of IT company that was this easy to work with before. I'm a software developer and needed a new entry level server for a client - from the day I called and talked to Trace until the day I received my computer the process couldn't have been easier. Had to call tech support once for a general question - the people at Velocity Micro are courteous, professional and extremely nice. I recommend whole-heartedly."

"After 2 years, 2 returns to depot, and 4-5 on-site trips to replace motherboards the machine crashes every 10 minutes during gaming, has 2 USB ports that don't work, and a new motherboard with a bad clock/battery. Despite countless hours with tech support the machine has never, and does not now work properly.

Additional details can be found here:

http://hardforum.com/showthread.php?t=1280452"