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2003-07-07
1/5
"I ordered a 256 mb stick over a year ago. I still have yet to receive one that works. When I got the RAM originally, it constantly caused crashes in programs and of Windows. I sent it back, and they told me it tested fine, and that perhaps my system wasn't compatibile with ultra-high density RAM. They sent me another to try again. That one had a piece break off when I pulled it out of the package. I e-mailed them about it, and they told me that they could send me another ultra-high density stick, or a generic stick. I checked all my motherboard manuals and website information and found nothing about it, and sent an e-mail back asking them to send the generic RAM when I returned the broken stick. I waited for a response, and eventually forgot about it until 6 months later I remembered the stick sitting in a static bag on top of my desk. I sent out a new RMA and sent them the RAM. About a week later they sent me an e-mail saying the RAM tested fine. With a piece broken off. Personally, to me, that really says poor customer service. I sent them a piece of hardware that was physically BROKEN and wouldn't even allow 2 seperate computers to boot up, and they tried to tell me it tested fine. In poor English even. Here is the actual text of the e-mail they sent me: "RMA Department.. Recevice 1pc stick of memory 256MB AUG 16/chips. 32x4 Ultra Density Module.
We test on Via KT chipset result is Good. Again. This Hight Density have to work with Via Chipset News Module K7 .
again what kinds of Motherboard do you using with this module.? Chipset Model? please contact us ASAP.." I sent them an e-mail back later on that day informing them that I had a VIA KT133A motherboard and that I doubted it tested fine since the RAM was physically damaged. I have yet to hear anything back, 3 weeks later. Today I sent another e-mail to customer service and tech support both detailing the entire story from beginning to end. Be wary when dealing with these people.
**UPDATE**
I've called them twice now, still nothing. Called them Wednesday and Friday and both days they claimed they'd call back "tomorrow". Saying the same things I've seen them say to other people on here. What the hell could they possibly be doing with my RAM?? They claim the support guy (They only have one support person?) is gone and that they can't find the info on my RMA. I think I'll get my lawyer to call them Monday."
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2003-07-07
5/5
"I bought a DFI motherboard from Monarch about 2 years ago. As soon as I hooked it up, I knew something was wrong. It wouldn't report my memory correctly or read either one of my hard drives. I tried different hard drives, different memory, nothing worked. I wrote to the tech support dept. there and got an RMA. I sent it back, and then a few weeks later, got a motherboard back. I installed it into my computer, and had the same problem. That's when I noticed that it was the same motherboard I had sent them! There was nothing in the package informing me of this. I e-mailed them again, they said it had tested fine for them. I told them to check it again, because it still wouldn't read my RAM or hard drives. I sent it back once more. A few weeks later, I got another board in the mail. I installed it, turned the PC on... same crap. They had sent it back to me AGAIN! Without informing me they had done so AGAIN! I e-mailed them AGAIN and they still claimed it tested good. I decided that I didn't feel like messing with them anymore for a while, so I just bought a PCI IDE adapter and found an old 64 mb stick of RAM (The only RAM I could get to work in it for some reason.) and just dealt with it for about 2 months until the IDE card failed. Then I decided maybe I'd give it another go, because maybe they'd fired some of the idiots working there. I got yet another RMA number and I sent it back to them. About 2 weeks later I had got a package from them with the motherboard with a note attached that said "THIS IS THE SAME BOARD". (At least they didn't waste my time there.) So this time, I decided to call them. I called their (at that time) long-distance only number to Georgia and stayed on hold for 15 minutes and was then connected to a man that barely spoke English. I told him my problem and he said that he had a copy of the test results. "Here, it here. Board power on fine." I was bewildered. "I know the board powers on fine, it won't read my hard drives or RAM." "Record say we test board turn on." I explained in plain English in every e-mail I sent what the problem was with my motherboard, and they had been testing the wrong thing the whole time. They didn't bother to see if anything else was wrong with it, just if it turned on or not. I was so disgusted I told the man to forget it and hung up. As far as I'm concerned, Monarch Computing owes me $120.
Motherboard - $90 (2001 price)
Shipping to Georgia (x3) - $25 (2001 price)
20 minute long distance call to Georgia - $5 (2001 price)
I will never shop there again, and I will not recommend that anyone else does either.
(NOTE: Date listed is the last RMA I put in.)
**UPDATE**
I received a call today about this post from the company. I didn't figured they'd actually give a damn about what I had to say. I just found this site and saw their name in the top 20 and remembered my experience with them. Even if they did read it, I just expected to ignore me, but they actually got someone to take time out of their day to call me and find out what they could do for me. Of course, the damage with the motherboard is already done, (I don't even know where that piece of junk is anymore.) but I was surprised to actually receive a call from someone from the company who finally wanted to hear what I had to say. They claim that their tech support and the company itself has changed drastically, and I suppose judging from the comments on here that that may be true. They offered me some things to make up for the cash I spent but I don't know if I'll take it. The money I spent is pretty much wasted now, and to be perfectly honest I'd really like to see that money back, or that much in a store credit or something to that extent. Even just a store credit for the motherboard itself would be fine, not even covering the shipping or the long distance calls. I doubt the company is willing to offer me that, however. So, if you read this comment, just keep in mind that all the events happened over a year ago, some even 2 years ago, so it may or may not reflect the state of the company today.
**UPDATE**
Alright, problem solved. Very satisfied. These guys take this site seriously."
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Overall quality of the company
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Is consumer focused
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Variety of brands and products offered
Overall quality of ordering process
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Overall customer service
Customer service making decisions on their own
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Customer service resolving problems
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