PC Build: OEM Customer Support Quality

ProspectiveDarkness on 25/10/2016 - 14:32

So I'm planning a build at the moment and, though I don't need advice on the parts themselves, I'm trying to get a better picture of which stores and OEMs are the most reputable - specifically for after-sales service - and are least likely to end up screwing me over if a part develops a fault. I'm mainly talking about motherboards and graphics cards here, seeing as they seem most likely to be faulty out of the box.

A lot of the threads on Whirlpool are quite old, and things like Reddit are very US-centric and may not apply here. It's hard to get any kind of consensus on these less common issues, so I thought I'd pose the question.

For example, I've seen Asus and Gigabyte attract a fair bit of negativity, even though I've never had a problem with them myself. People seem to praise EVGA quite a bit, but I'm not sure if that's just an American thing. I'm aware that everyone loves PCCG and Amazon, and hates MSY, so I'm kinda looking to move past that. I'm also trying to consider value in here as well - if it's worth spending the extra on an EVGA board, for example, for twice the price of an AsRock one, simply for fear of what might happen?

So… experiences? Suggestions?

Computing

Comments

  • Axelstrife on 25/10/2016 - 14:57

    For store id pick Mwave every time they have been fantastic for my purchases from them and after sale support.

    • ProspectiveDarkness on 25/10/2016 - 15:14

      Hmmm I've read mixed reviews. A lot of people seem to swear by them on the same level as PCCG, but then there's people like this Whirlpool user just last month, getting some bad (and illegitimate) return service. This is the annoying thing about trying to gauge customer service quality, it's all completely anecdotal and there's no guarantees at all.

      Though personally, it's a bit of a moot point for me anyway, seeing as I live 2 minutes away from PCCG and shipping kills it a tiny bit (happy for the discussion regardless though, don't get me wrong).

      • Axelstrife on 25/10/2016 - 15:29

        I have a DX racer which two armrests lifted up and today i just picked up two replace ment arm rests no problem.
        (when i first got my dxracer one of the arm rests was broken which they posted me a replacement so this is the second replacement and for both this time, this is why they get my recommendation.)
        Ive never bough from pc case gear cause there always more expensive.
        but if they live that close definitely go for them.

        postage is why ive never bought from them and Mwave has been great for support.

        msy is just a big fk around.

        • tonyjzx on 25/10/2016 - 16:02

          I've bought many things from Mwave but I'm local so I drive over to pick stuff up.

          I've also only returned one item and they just refunded me on the spot with no receipt, no package.

  • apple2016 on 25/10/2016 - 15:01

    I would rather go with the manufacturer rather than the retailer.
    Eg: If samsung is good in handling warranties I would not mind buying a samsung monitor from MSY.

    • ProspectiveDarkness on 25/10/2016 - 15:20

      This is my thought process as well - especially considering basically all retailers just RMA now, no replacements or refunds - though obviously good retailer and manufacturer is preferable. This is why I'm leaning towards the (supposedly) more reputable OEMs like EVGA, despite being more expensive (and not exactly what I want).

  • JimB on 25/10/2016 - 15:47

    I had good experiences with Scorptec.

    I had a recent poor experience with PCCG. Called them up 4:50pm to let them know that I may be running late and to ask if they could keep the store open for a minute or two past 5. The phone rung out.

    I got there bang on 5:00 and the office was all closed, lights off. No one home. They must have shut before 5pm for it to be that dead at 5pm.

    Forget it, I re ordered from Scorptec, at least they open until 6 weekdays and on Sat if I need to pick up or return something.

    • ProspectiveDarkness on 25/10/2016 - 21:29

      Yeah Scorptec is probably #2 on my list after PC Case Gear. Have heard mostly good things about them in the past. They are the most expensive of the bunch though, I find.

      • JimB on 26/10/2016 - 09:14

        They have 4% cash rewards so worked out cheaper than PCGC.

        Even if it wasn't I'll pay that little bit more for better service. First time trying PCGC as they had all stock available.

        What pissed me off was I left work at 4pm to make it by 4:40pm but due to car accidents I got there at 5.

        Didn't matter as they didn't even pick up the phone when I called 4:50 so I assumed they shut early.

        Also what is the bullshit 'you have 24 hours to pick up'.

        They may be a decent online retailer but crappy if you want to pick up.

        • ProspectiveDarkness on 26/10/2016 - 12:22

          due to car accidents I got there at 5.

          Classic.

          But yeah 24 hours to pick up is pretty stupid, especially considering their limited opening hours. I didn't even realise that was a thing.

  • ProspectiveDarkness on 25/10/2016 - 21:38

    Any comments regarding manufacturer rather than retailers? This is really the defining factor of most after-sales support, I think, given that aside from DOA returns, even the retailer will just be submit an RMA with the manufacturer.

    It's also even harder to gauge than interactions with a retailer :/

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