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 LATEST TOPICS |  FORUMS » SUGGESTIONS/FEEDBACK » REASONABLE WAIT TIME FOR RMA - FULL COMP...
Subject: Reasonable wait time for RMA - full computer
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Lariat06 Apr 20, 2017 03:43 PM Reply | Bookmark
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Hello,

I bought 2 computers in September 2016 ( picked parts and used $50 PC builder option for both )

Fast forward to end of last month and one of them stopped booting completely. I tried what they asked on the phone ( pulling ram, hard drives, re seating / connecting everything )

I sent it back as an RMA and the Canada Post delivery notification says it was delivered April 5th around lunch time.

I've been on contact with the RMA/Tech support department twice, the first time they said they tested all of the parts and were sure it was the motherboard because all the other parts worked on a test bench, this was the end of last week.

I had a message sent to me Tuesday morning this week and said they hadn't gotten to it now? I sent a message back asking about the motherboard ( The MSI Gaming 5 Z170 seems to be out of stock now )

I asked what my options were, can I exchange this board? buy a new/different one? at this point I don't even care.... I'd almost rather have them box it back up and I'll get it done locally.

Having 1 person working the RMA/Tech support line is ludicrous. This is the end of the 9th business day the computer has been back in NCIX hands and I still have no information as to what's going on with it. ( First told motherboard, now told haven't gotten to it yet? }

This message was modified by the poster at 04 20, 2017 03:44 PM

Topic URL: http://forums.ncix.com/forums/topic.php?id=2755576

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Babaghan Apr 20, 2017 03:56 PM Reply | Bookmark
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Quote: (Lariat06 @ Apr 20 2017, 03:43 PM)

Having 1 person working the RMA/Tech support line is ludicrous.


And that 1 guy would probably agree with you. The economy is running on all 8 cyclinders in the Vancouver area and most companies are short staffed right now. Ask the fella who does the hiring at NCIX and he'll say there's a dearth of resumes on his desk.

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computer_guru Apr 20, 2017 08:50 PM Reply | Bookmark
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For a busy place such as NCIX and considering them ordering replacement parts in (specific items) i'd guess 10 business day aka 2 weeks would be reasonable.

Concerning the one person stating they started it than stating it hasn't been worked on yet ... I don't know, sounds like an internal screw up, but what can you really do at this point. If you take it local, they might have the same wait for ordering parts in.

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Lariat06 Apr 21, 2017 01:46 PM Reply | Bookmark
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Quote: (Babaghan @ Apr 20 2017, 03:56 PM)

And that 1 guy would probably agree with you. The economy is running on all 8 cyclinders in the Vancouver area and most companies are short staffed right now. Ask the fella who does the hiring at NCIX and he'll say there's a dearth of resumes on his desk.


I don't blame the 1 guy at all. But it's gotten to the point where it's pathetic.

3 days, no answer to ticket.

Phone system that you can never get through, gives you a call back option, but the people who call back can't help with RMAs.

Chat system that has said 15+ people in line that stops working after 10 minutes just like the phone.

They need to step up their game, when you send back a $2000 system and have basically no contact from them for over 2 weeks, it's almost the definition of terrible service.

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Lariat06 Apr 24, 2017 03:21 PM Reply | Bookmark
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Well, coming to the end of the 12th business day since this was delivered back to NCIX. Have essentially got zero information about what's going on. 1 answer to a support ticket last Tuesday that says no update  and no answer back since then.

How long do I let this go for? and I mean what choices do I even have. It would be nice to know, but nobody answers the phone or tickets.

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