Jonathan C.
Horrible Customer Service
In short - received the computer.... Finally. It would better use of your time and money to go elsewhere. 1. Ordered computer: stated 17 days to build. 2. While I was waiting on the build I had questions about the components used in the build. 3. Customer service became defensive and combative and never really answered my questions. 4. Its been 21 days and they still have yet to complete the build. 5. It seems a lot like retaliation for questioning build components. 6. Horrible customer service. While can certainly appreciate being swamped, workload was not communicated to me anytime during the wait period. In fact, the ship date was stated twice in the email communication. Furthermore, I clearly communicated a business was reliant on the build and could not afford delays. Again, there was no communication from Falcon NW regarding a delay at any point of the dialog or on the status of the build. Help me understand how this is customer centered service and not to be construed as retaliatory? In the end, I will be losing money and do not have the option to wait for another company to build a computer. Glossy sock puppet reviews from so-called expert sites speak to the effort made to produce a perfect product – for the review, but do not speak to the actual experience. The seasoned company has lost its way and only seems to cater to critics – not the average customer. Will I receive this same dismal service and support if there’s a problem? It certainly seems likely. Finally received the computer. I had to call and email to get a status on shipping. Its the complete lack of communication and follow-through that most upsets me. They truly do not care for the little guy. I highly suggest you look elsewhere for a computer. Better yet, use their "configure" application to build your computer and then replicate the parts on PCPartPicker to build your system and save about 2k. Otherwise, use Origin or any other boutique builder for your custom solution. Falcon NW simply lacks the capacity or simply refuses to take care of the customer.
Response from Falcon NorthwestOct 9, 2020
Dear Mr. Castle, Yes, we initially estimated 17 days build time and are currently at 18 since your order on Sept. 21st. My apologies, but we are running a couple days behind. Systems with 256GB of RAM take extra testing time, but I checked on your system myself and it is built and in burn-in testing for the weekend. As we said on the phone, it should ship out on Monday. I spoke to your salesperson about your concerns over the ASUS motherboard, and he said he did his best to reassure you this is a quality board we use for many mission-critical clients. Apologies if that came off as defensive, but he did offer to special order you another board if that was really an issue. I can assure you our running late has nothing to do with your asking questions. With the latest graphics card launches, we're just flooded with orders, and global supply lines are not always flowing well these days. Every system and every client is vitally important to us, so we'd rather apologize and take the time needed to test each build thoroughly than cut corners. It may help to reassure you of the quality of our systems to read the latest press review of a nearly identical configuration to yours, that is also what we supply to Epic Games for Unreal Engine development. It received Editor's Choice: https://pcper.com/2020/08/falcon-northwest-talon-threadripper-3990x-review/ If you decide to keep your order in place, it will ship out on Monday, and I hope you'll revisit your rating once you've actually been able to experience the product. If you're not happy with it, we have a 30-day return policy that is unmatched in the industry. My sincere thanks for your business, and your patience! Kelt Reeves President Falcon Northwest