Purchased the V2 Premier Computer (Viscom Technology Corp., Inc) through ShopNBC April 11 and recieved shipment within a week. The computer just did not work properly and tried to use the on-line diagnostic service that was part of the problem to access the problems, but could not access the site - digital lifeline.
Viscom tech told me to do a system restore and should be fine. It was not fine, actually got worse. The wireless mouse started working improperly. Had to call the manufacturer of that product and they sent me a new mouse and reciever. After several calls to Viscom (between tech support and software support), they agreed to send me the operating system to load again. That took a week to recieve.
I had to load the operating system everytime I wanted to use the computer which took hours. Popping and crackling noises started. The hard drive crashed. This all happened with less than 1 1/2 weeks trying to use this system.
In going back and forth with software/tech support this pushed me over the 30 day return policy time. Viscom agreed to send out a motherboard and hard drive, they will not allow you to return the cpu tower to replace or fix the problem.
Had to wait and call a designated company to send a tech out to replace the parts (you only have 15 days by which to return the old parts/by the tech) or you voided your warranty. You, yourself cannot replace them. I would not do this anyway, since I do not have that knowledge, nor did I know what these parts even looked like.
When the box arrived, I called Benchmark to send a tech out. I explained to the individual at Benchmark what the contents looked like, and they said the parts were there and sent out the tech. The tech said the hard drive was not there and I had to call Viscom when the hard drive arrived a few days later to get authorization again to send out a tech. Viscom refused to have a tech come out and stated I had to pay for a tech to install the hard drive myself and send in verification that a tech did install the hard drive. So much for computer warranty.
This battle went on for over a month. I called almost daily, with a tech stating that someone would call me back. Well, you can forget them ever calling you back.By them not calling me back, the 15 days elapsed on the hard drive that was sent, thus voiding my warranty.
I had no other choice but to call customer service at ShopNBC. They rep stated she will file a report and should get a phone call back within 2 days. I finally got the feeling they would help resolve this.
Well, after calling 4 more times, once per week, I finally recieved a call today July 19th, from a supervisor from ShopNBC that they will allow me to send the computer back. I have to wait for a RAM packet (7-10 days). All software and peripherals have to be sent back for acceptance of return. It will take up to 60 days to make sure the return is finalized and return of any payments.
The reason I am writing this report, is to let others know, if planning on purchasing this computer system, hook it up as soon as you get it and use it. Make sure you have no problems. The 30 days starts from the time you placed the order, in order to return the system. If you have any problems, do not let them give you the run around, and go over that 30 days. If you do, you will be in a nightmare.
A new system, costing over $2400.00, should not have the problems and frustrations, countless lossed time/personal hours wasted, that I had, nor the run around between software/tech support. Actually a new system, period, should not have these many problems in such a short period of time. You cannot tell if any of the added peripherals work (digital camera, etc) if the system doesn't operate properly.
Patti
Cave Creek, Arizona
U.S.A.
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