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2002-04-15
1/5
"I purchased a Presario 7478 refurb unit, and initially was very happy with it. Then, I started having a bizarre problem where my internet connection would "freeze" (no matter what browser I was using) and data would just quit moving. Everything else would work properly, just nothing involving the internet. Only a complete reboot would cure it. However, whenever this happened, the computer would hang during shut down, and I'd have to unplug it to get it to turn off (holding the power button wouldn't work). Tech support insisted that I needed to do a complete system restore, and also insisted that there was no way for me to just reinstall windows. During the restore process, the machine kept hanging. Another two hour call to tech support got nowhere, as he insisted I was doing something wrong. Uh huh. I took the CD out of the drive and noticed that there were bubbles and totally clear spots in the reflective layer. Gee, no wonder it didn't work! Another call to tech support (at 6PM on a friday night), and I learned that I'd have to call the sales department to get a new set shipped to me, but they're closed on weekends. Oh joy. Monday I call Sales, and spend 30 minutes arguing with a rep about whether I should have to pay for Restore disks that are defective, which need to be used to restore a machine that is under warranty. She finally agrees not to charge me for them, but unfortunately, they're temporarily out of stock! I had to wait a total of almost 2 weeks to get the computer restored. Which, incidently did NOT solve the problem. Tech support then insisted it was a browser problem, even though it did it with ANY program that connected to the net; Netscape, IE, WinMX, Realplayer, etc. Then they said it was my ISP, or my modem. Switched ISPs, and it still happened. Then I got cable modem, which meant a new isp, AND a completely different modem. Still happened. By then I was so disgusted I just bought a new computer from someone other than compaq. BTW, I did many searches and looked at many help sites, and discovered that this problem seems to be fairly common with Compaqs, and the user is ALWAYS told that it's their ISP or modem. Not one of them ever said they got the problem solved."
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Delivering products on-time
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Being updated on the exact date the delivery was sent
Variety of brands and products offered
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Ease of ordering online
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Making decisions on their own
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Customer service resolving problems
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Merchant Member
2002-04-15
5/5
"I saw an advertisement for Ibuypower in a pc magazine, and did extensive research for complaints before ordering. I re-configured a base system online, and placed my order. The ship time was slow (almost 3 weeks), but I didn't pay extra for expedited shipping. It arrived, I set it up with now problem, and everything worked right out of the box. I had requested that the 60GB hard drive be partitioned into 3 20GB sections, which was done. I'd upgraded the speakers to Altec Lansing's 4.1 surround sound setup, and after about a week, I discovered that front channel sound was coming through the front AND rear speakers, while rear sound didn't come through at all. I called tech support, and after about 5 minutes on hold, I was informed that all techs were busy and they'd call back shortly. Yeah, right. I was amazed when my call was returned in under an hour. The tech was very courteous and knowledgeable, and had me try switching cables and input/outputs around to isolate the problem. He came to the conclusion that the wiring had been done wrong in the subwoofer, with front sound being directed to all four speakers, and rear not even hooked up. He said he would notify Ibuypower and have them send me a new speaker setup. This was on a Thursday evening. Monday, I received the new speakers via Fed-Ex 2nd day air, along with an RMA and prepaid packing label to return the defective one. The new speakers didn't solve the problem, so I emailed Creative Labs tech support to see if maybe there was a known issue with the sound card and Altec Lansing 4.1 speakers. After two days of suggestions from them, I downloaded the complete Altec Lansing product specs/manual and discovered that they had to be set on GAMING to utilize four discreet channels.
Last night, I installed a USB scanner, and every time I would reboot, the scanner would disappear and become an "unknown device". The same problem had occured with a printer, so I was afraid the USB ports were defective. Another call to tech support solved the problem, he just had me uninstall the USB ports and let windows recognize them again. I'm extremely impressed with the level of customer service they offer, and the fact that the computer is filled with name brand components instead of generic cheap ones. A similarly configured model from Dell or Gateway would have been almost twice what this one cost."
Detailed Ratings
Overall quality of the company
Pricing of products and services
Value the company offers
Is easy to do business with
Is committed to quality products and services
Is consumer focused
Is trustworthy
Likelihood of customers making future purchases
Likelihood of customer recommendations
Overall product shipping and delivery process
Being updated on the exact date the delivery was sent
Delivering products damage free
Delivering products on-time
Ease of checking delivery status
Variety of brands and products offered
Overall quality of ordering process
Ease of ordering online
Ease of checking order status
Overall technical support
Being knowledgeable
Being easy to reach
Making decisions on their own
Being trustworthy
Resolving problems
Overall customer service
Customer service making decisions on their own
Customer service resolving problems
Customer service being trustworthy
Customer service being knowledgeable
Customer service being easy to reach
Product Returns/Refunds/Exchanges
Overall web site
Web site reliability
Web site being easy to use
Speed of web site
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