Complaint Review: Ascendtech - Willoughby Ohio

I have been working in the computer field for over a decade and I have never come across a company like this. I purchased a Motherboard/CPU/RAM combo board from this company. When I received my parts the fan for the cpu was smashed off to the side and was so far wedged against the heatsink that it refused to move. None of the boxes nor the manuals or driver discs were included. And the heatsink and fan that I had paid to have upgraded were Original Intel parts. Obviously they did not upgrade me.

I sent an email to their customer service listing out the things that were wrong and stating what I expected in return. What I got in response was not, "We're sorry for the inconvenience let's fix that." Instead it was, "Well we know what you're doing, if you've been in the business this long than you should, too. I guess you really don't." Regardless of whether or not I could fix the damage that had been done, I ordered brand new parts that should have worked right out of the box. I spent a week arguing via email with this tech. I know what I'm doing, but I don't want to fix your mistakes. This is what is wrong, this is what I want you to do about it. Again, more emails that didn't address my issues. Again, more emails that merely stating that I must not know what I'm doing and they can't help me.

Now, those of you that know how to build systems know that there is very little to do in the way of installation of a board. You attach the power, depending on the board there's 20pin or 24pin main and a 4 pin that connects closer to the CPU. Then you attach the cases front panel accessories, which are all marked and, more recently, color coded. So, I think that I can say I was insulted when I explained all of this to the technician and got a reply, "Spare me the tutorial, since you don't know what you're talking about."

I actually was spoken to much harsher. I was told to leave computer building to the pro's even though I have been building computer systems since I was 16 and have never ever had this sort of problem in the past. I've had hiccups, like everyone else. "Oops, I forgot to connect the hard drive, or I didn't seat the RAM good enough." But never have I received faulty parts and had the company I purchased from flat out tell me I'm stupid and there's nothing wrong with the parts.

When I told them that I intend to report them to Consumer Affairs and the Better Business Bureau, I was told that I am childish and that the BBB isn't there to referee a "schoolyard squabble." I finally got tired of arguing with this tech and took time out of my day to call them from work. I spoke to a supervisor that stated that they would be happy to send me an RMA for repair. I told them that I have been trying to get that from their tech for a week and have been abused. I want a full refund so I can go to a company that will treated with a little more respect.

I received another email from the snotty tech 10 minutes later. "You probably only build 5 systems a year, tops. And MAYBE you do a little software and networking." While I do not wish to argue this point I will mention this. I have a Bachelors of Science in Information Technology with a Minor in Software and Web Development. I am MCSE Certified. I have another Applied Associates degree in Graphic and 3D design. I have been working on computers and with computers since I was 5 years old.

When I recieved my RMA it listed a bunch of stipulations that I had not agreed upon with the supervisor I spoke to. It stated things like if they get it to work they will send it back without refunding me the money, and the shipping will be out of MY pocket. My experience has been nothing if not completely ghastly. I have the emails that were sent back and forth with the tech if this company wants to rebut with lies. I intend to report them to CA and BBB. And I intend to report them to Intel for selling me Intel products without the supporting materials and badging. Something I know that Intel doesn't want companies doing.

I strongly urge anyone considering use of this company to look elsewhere for parts.

On another note, just to expand on the manuals not being sent. When you buy Intel hardware it comes with a 1 year limited warrantee. Without the materials that come in the boxes with the hardware, there is no way to use this warantee. I wouldn't be suprised if this company is doing that on purpose to force you to use their warantee. I would call that flat out FRAUD.

Alanrosemedia

Apple Valley, California

U.S.A.