Complaint Review: Viscom Technology

We purchased our Hyundai V2 Premier computer, along with a Lexmark Printer/fax/scanner in October of 2001 through Shop NBC.

All we were looking for was a functioning machine that could be used for our jobs and for our son to use for school.

The problems with our machine began the first week we had it. Our computer would not print. We literally spent hours on the phone with Tech Support attempting to correct the problem. Tech Support blamed Lexmark, Lexmark blamed Viscom. We finally, after multiple phone calls and consistant 30-40 minute hold times, got our printer running. Of course, this was after we were sent new cables to hook up the computer to the printer because the ones we initially had were defective.

But the problems did not stop there. Our sound Card stopped working, our Camera stopped working, our Audio/Microphone stopped working, our Modem stopped working. And the printer began to act up again, working occasionally. We implemented and entire system restore, which got us nowhere. We have spent HOURS on the phone with Viscom's "Customer Service" staff and have gotten nowhere. To this date we have had the CPU replaced, the CPU fan replaced and the entire Mother Board replaced. I spoke with a "supervisor" and he would not authorize the return of our computer because a tech had only been to my home twice.

I told him that the last time the Tech came in and replaced our motherboard, the PCI sound drivers disappeared. He said he would ship out the drivers, and well as a replacement Modem, because our internet connection died and it was determined to be a faulty Modem.

When I called back to Viscom three weeks later, another rep told me the modem had not been ordered, and after a call back later, I was told I would be mailed a sticker to send the entire hard drive back to be "looked at". Policy must have changed. I can never get the same answer from anyone at that company. Every time I call and ask a question, I get a different answer.

No one will take responsibility for this disaster. I called and asked for the phone number of the Corporate Office and was told that they didn't know it, but they could give me the address.

When I then asked for a Manager or Supervisor, I was told that they do not accept incoming calls. Again, 3 weeks earlier I asked for a supervisor and was able to speak with one. Policy must have changed again. I was given voice mail and left a message, and after a week now, I still haven't gotten a call back.

Having put up with this lack of support and resolution for almost one year, I feel I have been patient enough. I am furious. I also tried to call Shop NBC where we purchased the product and was unable to talk to anyone in charge. They took my info to submit to a manager, and again, no call back from them. I have written and mailed a letter to Viscom and to Shop NBC.

I have also filed a complaint with the Better Business Bureau.I will never, ever , ever purchase anything from Shop NBC again. I just hope that I will be able to get a resolution to all this mess.

LeeAnne
Manchester, Connecticut