Complaint Review: All PC Zone - Internet

I had a bad time working with the technical service rep Edward. Gene was more helpful, but he did not listen very well. Every time I contacted customer support I had to re-explain the entire situation and was given generic advice on troubleshoots I've already tried but did not work. Such as "switch out the sata cables. You must understand this is the most frustrating computer problem ever. I have not been able to use the computer as intended since I purchased it which was very disappointing. I'd spent over a year trying to diagnose/repair this computer. AllPCZONE's technical support was not good and they're not very knowledgeble on PC's. Both technical service reps were lost as far as what to do to actually fix the problem.

AllPCZONE has sent me on a wild goose chase and everytime I have contacted them they've said my problem is something different. Even now in their response they're saying my problem is OS related that's completely different from what they said before. I have a ton of emails from them verifying everything I said here and in my other post.

In response to what was stated in the rebuttal from AllPcZone

1) I had no need to "replace old parts for new ones". The computer was purchased only last year and has hardly even been used due to the freezing issue so all the parts were still fairly new. The last thing I felt like doing was switching out every part of the computer for the same part. I even asked your customer service rep Gene if he prefer I send back the new Ram he sent me instead of the old one because it didn't fix the problem he said it didn't matter either way.

This is exactly what I mean about AllPcZone, they're trying to accuse me of trying to get over on them, when all I wanted was for my computer to work. I didn't ask them to replace anything after the warranty I asked for troubleshooting/ diagnostic advice, which I was not given. I even told Gene I doubt it's the ram because my other ram tested fine with Memtest. I also told him I did not want to switch out the motherboard unless he really thought that was the problem. Gene insisted I switch out the Ram and Motherboard anyway. I sincerely hoped that would fix the problem because switching out all these parts is a hassle!

2) I did not wait more than a year to contact ALLPCZONE. I have all email documents proving this. I emailed customer service consistently from the first week I received the computer until the end of December of 2014!

Edward had suggested in an email to me that I should swap the PSU to see if that would fix the problem and that ALLPCZONE would send it out whenever I'm ready. When I contacted him shortly after he had changed his mind and said he would not send it to me. I even offered to pay for any shipping and any additional cost myself!

So at the end of December of 2014 on my own I ordered a PSU which was more compatible with my CPU and Motherboard to see if that would fix the freezing problem. The computer worked fine for just over a month and then started hard freezing again.

At this point it was February, I spent about 2 months running diagnostic test and trying more troubleshoots to find out what piece of hardware was causing the problem before switching out more hardware.

My computer freezes anywhere from once a month to a few times a day so it takes a longer in between troubleshoots to see if the problem is fixed.

3) I found the response from Allpczone about my operating system amusing. My problem is not OS related. In fact my roommate is a software technician for a major corporation and that's all he does all day for a living is install, repair, and troubleshoot OS related issues. When it comes to OS I'm equally as savvy as him. Since I purchased the computer we have ran every Os diagnostic and troubleshoot imaginable. Windows has already been re-installed 5 times since I purchased the PC. I was using Windows 7 and then upgraded to Windows 8.1

The response from AllPCZone as ususal was arrogant, inaccurate and unhelpful. I urge any potential buyers to buy from a more reputable company such as Dell or Gateway. Or if you want to save money and you have the technical skill just custom build the PC yourself.

I have contacted Intel the manufacturer they were much more helpful and professional.

For those of you wondering I'm using Intel i7 3770k CPU.

I truly regret purchasing from ALLPCZONE, and I would not recommend them to anyone.

Thank you for your feedback.

We apologize for the inconvinience regarding the issues that you are experiencing however would like to provide the readers of this forum our point of view.

This customer did contact us soon after the receipt of her unit to advise that she was having some freezing issues. She was given some suggestions on how troubleshoot the issue to see if we can isolate it, this unit was purchased without the operating system (windows), it's very common for our clients to run into issues when installing their operating systems, so this is the first thing that we look at when an issue is reported. She was advised to try to reformat and reinstall the OS to see of the issue persists. After going back and forth she disappears for over a year and her trouble ticket closed out due to inactivity, usually when that happens that means that the problem was resolved.

After more than a year after her ticket closed out and after her warranty had already expired she reappears stating that she never had a working computer from day 1. Our numerous requests to find out why she did not contact us within the warranty period went unanswered. This case was brought personally to me - I advised the tech that was working with her to see what we can do to help. Even though this unit was well beyond the warranty period expiration we still exchanged first the RAM, than the motherboard, the client claimed that she had already changed other hardware as well, the only thing that was left was the processor. It's an older generation of Intel processor that we no longer sell or carry in our inventory, we advised her of that and provided her with our direct Intel support representative to get her processor replaced with a new one. Her response was to post negative reviews towards our business.

From personal experience I can advise the readers that there is one of two things happening right now, either our client simply decided to exchange old parts for new ones since we agreed to replace some of them or there is simply a problem between a chair and a keyboard, changing out the CPU won't help here, she is experiencing a software malfunction - precisely an OS with registry issues which causes the PC to freeze.

Statements that her warranty will be voided if she posted a negative review are simply ludicrous, we love feedback, positive is proffered but never the less negative does produce a lot of positive changes within an organization.

In our opinion we did everything we can to help, all we are getting in response is a barrage of negative reviews. We will let the readers decide.

Thank You

Michael Sol

CS Coordinator

AllPcZone