Get It Together, NZXT: BLD PC Undercover Review as a Real Customer
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Date: 2020-07-20
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Comments and reviews: 10
itech
That's customer disservice, not customer service. Yikes!
I made it a point of pride that if I had to get off my fat ass and do a face-to-face with a customer when I did tech support, I was doing something wrong. The less time I was on the phone helping someone fix stuff, the more time I had to screw around and learn more fun stuff. That little scenario should have been covered in 2 email replies.
First reply:
Thanks for contacting us. We're sorry to hear about your case and that your computer won't boot up on your day off. Please send us a picture of the inside of your case (though 4 pictures showing equal areas of the case would be excellent), a picture of the damage, and your Work Order/Shipping info so we can track down the problem.
Second reply:
Hello! See the big cable that has a bunch of wires about right in the middle of your case? If you count, there should be 20 wires (10 on each side). If you notice, above that, you can see where the 4 pin supplemental power slipped out. Please press the clip on the right side of the really big cable and pull straight toward you, firmly but gently. The clip may take a lot of pressure to squeeze to get it to clear the lip it's latched on. Once you have that loosened (you don't have to pull it all the way out), press the 4 pin supplemental power cable into the top of the 24 hole connector where you just pulled the large 20 pin connector. It should click when it bottoms out, and it will only fit one way. If it requires more than firm pushing, turn it a quarter turn clockwise until it fits. Now push the big connector back in until it bottoms out as well.
For the black scuff, if you run the back of your fingernail over it and feel ridges, it'll need replaced because it's physically damaged. If not, you can try rubbing it off with your thumb. If that doesn't work, try some soapy water on a wrung out cloth (the cloth should be damp and not dripping).
Please email us back to let us know if that resolves your issues. If it does, happy gaming!
reply
That's customer disservice, not customer service. Yikes!
I made it a point of pride that if I had to get off my fat ass and do a face-to-face with a customer when I did tech support, I was doing something wrong. The less time I was on the phone helping someone fix stuff, the more time I had to screw around and learn more fun stuff. That little scenario should have been covered in 2 email replies.
First reply:
Thanks for contacting us. We're sorry to hear about your case and that your computer won't boot up on your day off. Please send us a picture of the inside of your case (though 4 pictures showing equal areas of the case would be excellent), a picture of the damage, and your Work Order/Shipping info so we can track down the problem.
Second reply:
Hello! See the big cable that has a bunch of wires about right in the middle of your case? If you count, there should be 20 wires (10 on each side). If you notice, above that, you can see where the 4 pin supplemental power slipped out. Please press the clip on the right side of the really big cable and pull straight toward you, firmly but gently. The clip may take a lot of pressure to squeeze to get it to clear the lip it's latched on. Once you have that loosened (you don't have to pull it all the way out), press the 4 pin supplemental power cable into the top of the 24 hole connector where you just pulled the large 20 pin connector. It should click when it bottoms out, and it will only fit one way. If it requires more than firm pushing, turn it a quarter turn clockwise until it fits. Now push the big connector back in until it bottoms out as well.
For the black scuff, if you run the back of your fingernail over it and feel ridges, it'll need replaced because it's physically damaged. If not, you can try rubbing it off with your thumb. If that doesn't work, try some soapy water on a wrung out cloth (the cloth should be damp and not dripping).
Please email us back to let us know if that resolves your issues. If it does, happy gaming!
reply
E.L.
As someone that ran two tech support departments and was the senior tech for three companies that did custom builds, this made me cry and laugh at the same time. As you mentioned a simple prewritten basic troubling shooting section, WITH IMAGES, would solve roughly 75% of issues with a single email reply.
As for the RAM speed, as you showed the differences are not enough that it would be noticed outside of benchmarks. However this is supposed to be PC Gaming Experts building this system, overlooking something this basic shows they are having people not paying attention or not knowing how to do build a system right. Further as noted the fact that they advertise a speed but fail to use the speed could be considered false advertising.
As a customer if I had the issues you have shown I would have demanded a partial refund since I have to fix their build for them because they could not do it right and if I have to return and wait for my system back instead then I would demand a bigger partial refund due to the wait time caused by their incompetency.
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As someone that ran two tech support departments and was the senior tech for three companies that did custom builds, this made me cry and laugh at the same time. As you mentioned a simple prewritten basic troubling shooting section, WITH IMAGES, would solve roughly 75% of issues with a single email reply.
As for the RAM speed, as you showed the differences are not enough that it would be noticed outside of benchmarks. However this is supposed to be PC Gaming Experts building this system, overlooking something this basic shows they are having people not paying attention or not knowing how to do build a system right. Further as noted the fact that they advertise a speed but fail to use the speed could be considered false advertising.
As a customer if I had the issues you have shown I would have demanded a partial refund since I have to fix their build for them because they could not do it right and if I have to return and wait for my system back instead then I would demand a bigger partial refund due to the wait time caused by their incompetency.
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daft
My first two gaming PCs were SI builds from two different companies. First one had to be shipped back first day I had it, second one was stolen before it got back to the distribution hub from their shop (I suspect some shady dealings on the builders end). Then also had to be sent back after a week of owning it. Then I had to research and learn how to get BIOS and everything working properly. Third PC I decided to just do it myself from the ground up, haven't looked back. I just don't get why these companies can't get it right, the only thing I can figure is that the systems don't get checked past installing windows and drivers.
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My first two gaming PCs were SI builds from two different companies. First one had to be shipped back first day I had it, second one was stolen before it got back to the distribution hub from their shop (I suspect some shady dealings on the builders end). Then also had to be sent back after a week of owning it. Then I had to research and learn how to get BIOS and everything working properly. Third PC I decided to just do it myself from the ground up, haven't looked back. I just don't get why these companies can't get it right, the only thing I can figure is that the systems don't get checked past installing windows and drivers.
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Alexandra
I am surprised at how just doing customer support the right way, caring about the customer and not being a dick is high quality customer support and really rare and hard to find
I remember my summer job time at customer support at a train/bus station. Seeing people surprised that i was treating them kindly and helping them until all questions got answered and issues resolved.
why is good support such a rare thing?!?
i enjoyed doing this a lot. seeing people smile or just receiving positive feedback while helping them in the best way possible. it made me enjoy my job so much
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I am surprised at how just doing customer support the right way, caring about the customer and not being a dick is high quality customer support and really rare and hard to find
I remember my summer job time at customer support at a train/bus station. Seeing people surprised that i was treating them kindly and helping them until all questions got answered and issues resolved.
why is good support such a rare thing?!?
i enjoyed doing this a lot. seeing people smile or just receiving positive feedback while helping them in the best way possible. it made me enjoy my job so much
reply
bblvrable
If the BIOS is over 3 months, old, it was updated by the manufacturer (MSI), not the system builder (NZXT). My experience with tier2 system builders is that their technicians are all low-paid workers (usually minimum wage, or barely above), and have very little experience. It's hardly surprising that the BIOS wasn't properly configured, since usually the only thing they test for is that the machine turns on (sometimes that it boots to Windows, but as you've experienced, not always ).
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If the BIOS is over 3 months, old, it was updated by the manufacturer (MSI), not the system builder (NZXT). My experience with tier2 system builders is that their technicians are all low-paid workers (usually minimum wage, or barely above), and have very little experience. It's hardly surprising that the BIOS wasn't properly configured, since usually the only thing they test for is that the machine turns on (sometimes that it boots to Windows, but as you've experienced, not always ).
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joescalon
I work in IT and that back and forth with email support is so painful....re-seat the CPU really? I would think that would be the last step after pictures were exchanged, cables checked, and power checked. Never expect someone to be able to do anything technical. Not sure why the second email wasn't a scheduled time to talked with a live support agent. Troubleshooting over email and not in real time is terrible....
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I work in IT and that back and forth with email support is so painful....re-seat the CPU really? I would think that would be the last step after pictures were exchanged, cables checked, and power checked. Never expect someone to be able to do anything technical. Not sure why the second email wasn't a scheduled time to talked with a live support agent. Troubleshooting over email and not in real time is terrible....
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tonkatoytruck
They used better components than most. The power supply, motherboard, and case are much better than what I have seen offered in other canned systems where everything is as cheap as you can get. And 3200MHz memory means nothing without listed CAS timings in your marketing. I am not a fan of this case but it does look a lot better than a lot of cases offered by canned system companies. I give them a B+.
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They used better components than most. The power supply, motherboard, and case are much better than what I have seen offered in other canned systems where everything is as cheap as you can get. And 3200MHz memory means nothing without listed CAS timings in your marketing. I am not a fan of this case but it does look a lot better than a lot of cases offered by canned system companies. I give them a B+.
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Jason
This was one of the best exercises I've seen. Though honestly customer service is difficult. I've been building and troubleshooting pc issues for over 20 years now and I suck at correspondence customer service, even just via text with family. I just get frustrated and go do it myself when I can't walk them through simple steps because I'm just bad at it, not because they can't follow simple instructions.
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This was one of the best exercises I've seen. Though honestly customer service is difficult. I've been building and troubleshooting pc issues for over 20 years now and I suck at correspondence customer service, even just via text with family. I just get frustrated and go do it myself when I can't walk them through simple steps because I'm just bad at it, not because they can't follow simple instructions.
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Billy
Steve please help me out buddy I've asked everyone I know and cannot get the answer I've also emailed lian li but haven't heard back from them, the m/c buttons on the front i/o of the 011 XL please can you tell me the connection type that plugs from them into the built in controller so I can try hook it up to my existing hub and have the option to control my rgb with those buttons please Steve.
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Steve please help me out buddy I've asked everyone I know and cannot get the answer I've also emailed lian li but haven't heard back from them, the m/c buttons on the front i/o of the 011 XL please can you tell me the connection type that plugs from them into the built in controller so I can try hook it up to my existing hub and have the option to control my rgb with those buttons please Steve.
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Pvt.
Almost pulled the trigger on a NZXT bld, then I crunched the numbers.
1500.00 was my budget. So happy I did it myself. Even got a nice monitor within my budget. Would have been pissed if I'd received that pre-built in the mail.
I did use a NZXT H510 case, and am very impressed with its build quality, and features.
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Almost pulled the trigger on a NZXT bld, then I crunched the numbers.
1500.00 was my budget. So happy I did it myself. Even got a nice monitor within my budget. Would have been pissed if I'd received that pre-built in the mail.
I did use a NZXT H510 case, and am very impressed with its build quality, and features.
reply
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