Complaint Review: All PC Zone - Internet

To The General Public,

It is maybe human nature that when we are mistreated by a merchant, we complain everywhere; but when we are kindly treated by the merchant, we keep quiet. This is not fair which is why I took the time to share my experience below to let the public know there are good companies like All PC Zone/Computerlx around too.

On 01/12/08, 7 years ago, I ordered a computer from All PC Zone. Over the years, the computer worked well for me. Recently, I upgraded the hard drive and memory and started to have problems with the power supply. When I sent the computer to a local store for repair. They found out that the power supply in the computer was a 500W one rather than a 600W power supply as stated in the specifications. To err is human. When I contacted All PC Zone and related to them what happened, they valued integrity and customer care much higher than profit and sent me a new 600W power supply for the-7-year-old-computer. They have won my respect and loyalty!

Customer: Jim Lee

10/08/15

Mr. Cabanski purchased a computer from us in 2008. In December 2012 - 3 years after his part warranty with us had expired he had contacted us and advised that his video card had failed. He was fully aware that his warranty was expired with AllPczone however he demended a replacement: his reasoning was that the video card had a 5 year PNY (card manufacturer) warranty if it was registered through PNY after he had made his purchase - he claimed he registered however PNY has no record of him registering his card - he advised since AllPcZone installed a PNY card - and PNY declined his warranty request that we should be fully responsible for his replacement - the fact that his direct part replacement warranty with AllPcZone ran out in 2009 did not matter for Mr. Cabanski - we declined - he left us this review.

All PC Zone's rebuttal offers a taste of their overall, arrogant attitude.

I had a similar experience with rude support people.  Their head tech told me "go f yourself". 

I had taken the time to register each internal component.  The video card was supposed to have an extended warranty if registered.  The card failed after the standard warranty time but within the extended warranty time.  The manufacturer would not honor the warranty.  All PC Zone told me "let's purchase and install a new card" in a tone as if I were an employee rather than a customer.

There has been a problem since day one with this machine.  The sound card keeps, or at least the back panel jacks, come loose from the motherboard.  The system keeps detecting the audio device disconnecting and reconnecting.  It interrupts game play.  All PC Zone never offered a solution for this constant problem.

Never, and I mean eeeeeeeeeeeeeeeever, buy a computer from All PC Zone.

 Thank you for your order and your feedback

While I don’t want to bore the readers of this forum with your consistent threats and constant screaming over the phone I feel that it should be noted. Absolutely every phone conversation with kristoforro was constant screaming and threats towards our customer service representatives, it got to the point where I had to get personally involved in the phone conversation with kristoforro and advised him to drop everything that he was doing at the time and to contact the nearest psychiatrist and get an immediate evaluation and treatment.

Now to the facts: When the unit first arrived to the customer he was having issues with blue screens, in cases like this we advice our customers to pop the case open to make sure that the RAM is firmly in its place, sometimes during shipping a cable might come loose or a memory chip might come out of it’s slot. Customer refused, no biggy, we understand that we promised a fully operational product, we recalled the system back into our facility (paid all shipping as we should have in this case), one of the memory chips partially came out of it’s slot, we secured the RAM, ran the diagnostics – system passed shipped it back. I would like to point out that kristoforro was already getting abusive but hey getting a new product with an issue is bad, understandable. This was the beginning of December 2012.

At the end of March 2013 kristoforro contacts us again by phone, since all of our conversations are recorded  I had a pleasure of listening to this phone call. Now this call started out with just consistent screaming, cursing and yelling which went on for 3 minutes 46 seconds until our technical support specialist was able to even ask “what is your name sir? After that question another 1 minute 34 seconds of constant swearing. Ok than we got the name and a bunch of accusations that we are selling garbage etc. Ok. Our technician pulls up his record. He purchased a system from us but no operating system, no windows. Ok, so the customer elected to install his own Windows – that’s fine about half of our customers install their own operating systems. We go into device manager and here is what we see: the unit came with 8 gbs of RAM however a 32 bit operating system was installed by kristoforro which limited the operation to 3.25gbs, more than half of the drivers are not installed, I am quiet surprised that kristoforro did not contact us earlier since the unit was only using half of its capabilities and pretty much nothing (sound, printer, lan) worked on it. Ok even though we do not support operating systems if they are not purchased through us this was definitely a special case, we did not want kristoforro to have a heart attack so here is what we do. I pull my most customer friendly technician to the side and advise him to take his time and spend as much time as needed on the phone with kristoforro and to fix all his software bugs. They started with reloading an operating system – 64bit this time so that kristoforro can utilize his 8gbs of RAM, then they loaded all the drivers, then we loaded the drivers for a legacy printer that kristoforro has which should have been in the museum 10 years ago, that’s quiet a job – to find drivers for a printer that came out before internet did, we got that – fixed, than we went from direct connection to his router and got that reloaded and fixed. This all took about 2 hours, please keep in mind that none of this support would have been provided by any other company since we are providing support for merchandise which is not purchased from us, but hey we want this guy to be happy and healthy at the same time so we do it. At the end of the phone call kristoforro started exhibiting signs that he is a normal human being – everyone is happy and he hangs up with a fully functional business office that was set up by one of our techs.

The next day he calls again: this time 4 minutes 13 seconds of consistent swearing and screaming again, after that we find out that kristoforro had managed to reset his router and does not know or remember the password and he is calling us to get the password that he had set for his router. At that point of time we decided that kristoforro needs to contact the manufacturer of his router for further support and if he requires any additional help with setting up his other equipment like cameras, printers, scanners he would need to contact those manufacturers as well, the computer is and was working perfectly – everything else needs to be supported by manufacturers or suppliers that kristoforro used to acquire those items.

Kristoforro requires professional on-site help, help that none of the computer manufacturers that I am aware of will be able to provide.

The moral of the story is the following: folks – if you are unsure on how to load windows and that after loading windows you are required to load drivers please let us do it for you in-house, yes it will cost you extra but it will be professionally done and all you have to do once you get the unit is unpack it.

Thank You

Michael Sol

AllPcZone

CS Coordinator”