Kate Noel Artistry

We are sorry to hear that you did not receive your check We are going to void the previous check and mail out another one via priority mail with tracking,

In general, when customer's attempt to make their own repairs, they are responsible for handling the PC with careUnfortunately, the screen is irreparable, as it is part of the chassisIt cannot be fixed without replacing the whole caseThis Aura system is a 34" curved screen computer, an all in oneIts unique design allows the components to be installed behind the screenWe are making an exception and have offered our customer an Aura case at a discounted price

Initial Business Response / [redacted] (1000, 5, 2015/07/17) */ As per my conversation with our customer, we normally do not approve a refund request on systems almost a year old but we would make an exception with Mr***We would refund the customer 50% of his total amount paid minus the shipping charges which he is aware of Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Initially, Digital Storm was very responsive and agreed to provide the refundAfter the system was received, I started to receive updates that they were fixing the system to be resent back to meThis was confusing as I thought we came to an agreement about the refundI even received a call explaining the problem they found and how they had a technician working to fix itWhen I told the person I was speaking to that the system was a refund system she seemed confusedI had to call Digital Storm again and remind them of the refund at which point they began the refund processIt goes to show that their is an obvious lack of employee coordination and pretty sad that I have to do a follow up call to get a refund properly processed since the email I sent to the admin went unanswered In the end however, they agreed to the refund which is what I wanted so I have no further complaints or problems

Initial Business Response / [redacted] (1000, 5, 2015/09/29) */ First and foremost, I would like to apologize for any inconvenience this may have caused youWe received two (2) orders from you ( [redacted] on 08/20/and XXXXX on 08/21/2015)We processed both of them and went through all the stages that took about weeksYou also received separate confirmation emails from us of the orders that were processed and shippedThere were no cancellation that was made during the entire timeThey were also different amounts so we did not expect it to be duplicate ordersA message or a call to cancel any of the orders would have prevented this from happeningWe normally would charge a restocking fee of 15% for returned orders with no hardware defect but we will make an exception on your caseWe will refund you the amount of the system minus the shipping chargesAgain, I apologize for the inconvenience

We apologize for all the inconvenience the customer is having with his PC.Our service team determined the issue with the computer failing to boot up was because of shipping shocks and vibrationsWhen we received the PC back from the customer, our team was able to get it working by simply re-seating internal componentsWe then tested the entire PC and performed a full QA check prior to shipping it back to the customer.It’s unfortunate the customer is still having issuesWe would have appreciated if the customer contacted our support team prior to submitting a complaint with the Revdex.com as we would be more than happy to troubleshoot and resolve the issue remotely.We would like to make things right and help our customerPlease contact our Customer Service Manager, Kimberly, via email [redacted] ”

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] I would prefer to leave this complaint open until the refund has been processed Sincerely, Andrew Kutta

We truly apologize for all the inconvenience our customer has encountered While the PC was being repaired, our RMA technicians replaced the defective water block that was causing the PC to overheatAlthough the repairs did exceed our time frame, the PC went through the vigorous stress testing and quality assurance to ensure the performance and stability It is very unfortunate that our cutstomer is experiencing issuesBased on the information we received from our customer, it is most likely to be a loose conncetor, typically caused by shipping.A technician did contact our customer and emailed instructions to help him resolve the problemUnfortunately, our customer was unavailable to troubleshoot at that moment We still would like to make things right and offer the support from our senior tech and resolve the issue remotely Please contact our Customer Service Manager, Kimberly, via email “[email protected]”Tell us why here

Complaint: [redacted] I am rejecting this response because: They are incorrect , the screen was damaged way too easily also they offered to fix it with a price of almost 1000 dollars?? That is ridiculous That almost half of what I paid for the computer. Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/27) */ It is very unfortunate that this has to happen to your systemWe value all our customers and we are saddened that you had this experience with your brand new system from usAs per our terms and conditions, which you agreed upon ordering the system, it clearly states that no shipping fee will be refunded upon return of the systemHowever, we will make an exception on your caseWe have already started the refund process of the shipping cost of $It has been done yesterday and should reflect onto your account within 5-business days depending on how quick your bank process refundsI apologize for any inconvenience this may have caused you Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Digital Storm finally did the right thing by issuing my refundFor the record, when I originally dealt with this issue with Digital Storm, I was told several times by different employees that since I had received a system that was defective from day one, I would not be responsible for the return shippingThen they issued the refund, and kept $for shipping!? Many would call that dishonest and unethicalAfter repeated phone calls to resolve this issue went nowhere, I decided to discuss the situation on Digital Storm's public forum on their own websiteThen, and only then, did they finally issue the remainder of my refund

Initial Business Response / [redacted] (1000, 5, 2015/11/23) */ First and foremost, we would like to apologize for any inconvenience this may have caused youThe purchase date of the system was December 11, and we did not hear anything from the customer until April 15, Customer called in due to slow data transfer rate on his hard drivesThe the call after did not happen until June 22, regarding his system having overheating issueThe first call happened a year and months after the purchase date which is why the laptop is already out of part replacements warranty The issue with the drivers was due to the upgrade the customer did on his operating systemThe customer upgraded to Windows that made the drivers that came with the system incompatible with the new operating systemThe system is currently on it's way back to the customer Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am well aware of the status of the warranty (as I have explained on multiple occasions) and the reason for the time gap in getting service done was done in order for me to find some sort of alternative to be able to continue my workThat is irrelevant to this caseThe simple fact is that I contacted management multiple times, requested detailed information about what was done to my machine, and requested the old battery be sent backPlus their were numerous problems and mistakes on Digital Storm's end that they will not own up to (see the hard drive that broke during their portion of shipping to the manufacturer, which they have flat out denied as their fault, nor will they pursue an insurance claim)None of this was taken care ofFurthermore the replacement motherboard and system was not correctly setup by Digital Storm or SagerAs is explained in the diagnostics by uBreakiFix, a 3rd party I took the machine to upon major crashes within an hour of receiving the machineI did not cause the problems due to an upgrade, and this is verifiable via uBreaks documentation that I provided to Digital Storm on multiple occasionsNot to mention their initial repair took whole months, during which I initiated over 80% of the communication FurthermoreVery little has been done on Digital Storm's end to help (in their wording) "Make this right"I was given promises about how my situation should never have happened, how they would make sure to keep me informed, how they were going to make sure never happens againAnd wellit happened againI once again demand they look back at my requests and provide me the information I have requested Also, the computer is supposed to be delivered todayIf that information was not sent back with itI will be contacting them againIf there are continued problems, and I will be having uBreakiFix look at the machine again to make sure thee mobo is correctly configured this time, I will be seeking restitution for the time this has taken and for a 'botched' repair Digital Storm has not proven themselves trustworthy by not providing reports on the progress of my issue in a lasting form (email/paper etc...)They also have lied to me directly about the status of my machine, about notes left by their customer service agents for management to contact meI was told during my last phone conversation that notes from a particularly helpful CS agent were never received by managementI cannot tell you what they have done because they do not provide proofAnd I will continue this fight until the information I have asked for is delivered Final Business Response / [redacted] (4000, 13, 2016/01/06) */ We are in constant communication with the customerIn fact, I just got off the phone with himIf you want some clarification, I have informed the customer that you might call for verificationWe are finalizing the solution as we went back to diagnosis stage Final Consumer Response / [redacted] (4200, 15, 2016/01/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not exactly a 'no'As it stands the situation is not yet resolvedHowever seeing the complaint has helped get my problems escalated to another agent at Digital Storm that actually understands (on the technical side) the the severity of the machine's problems [redacted] has been quite helpful when responding however I have noted that there has been a constant (and this predates his involvement as well) problem of getting the relevant information to the correct partiesThe new contact [redacted] passed [redacted] to yesterday is the first person whom understood and acknowledged the severity of the diagnostic by uBreakiFixAt this time the complaint should not be closed until the machine is again stable, as after running the memory tests the new contact (Keegan) had me run, the crashes still occur every half hourI should have further information regarding the problems later today or tomorrow after following up with Keegan and [redacted] about the tests

Complaint: [redacted] I am rejecting this response because: I was not informed by your company about this delay, I had to ask for this information Sincerely, [redacted] ***

We truly apologize for the inconvenience our customer is encounteringOur customer contacted us on May 30th regarding the unstable stand that holds the monitorOur technician had emailed our customer a video link of how to install and secure the stand for the monitorThe video also demonstrated how to properly position the monitor to avoid any damage, as it is a curved screenBased on the information given by our customer, he did not properly cushion the screen before attempting the repairs and unfortunately this caused part of the screen to crackAccording to our warranty policy, Digital Storm covers any shipping damage and defective componentsUnfortunately, the company is not responsible for damages caused by the customer.We understand the frustration our customer is enduring and we are more than happy to resolve this matterDo to the circumstances of this incident, we have offered our customer a new Aura case at a discounted priceUpon receiving approval from our customer, our technicians will transfer the components from the current build to the new case, retest it and quality assure it Please contact our Customer Service Manager, Kimberly, via email “ [redacted] ”

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this
resolution is satisfactory to meAssuming that this check actually arrives as promised, I will consider the issue resolvedHowever, should I find the check not within my possession in business days, I will not issue any further Revdex.com complaints and instead proceed with my attorney.Sincerely, *** ***

Initial Business Response /* (1000, 9, 2016/01/14) */
"Digital Storm is not allowed to register on behalf of the customer, it is the duty of the customer to register their products they receivePNY will not allow the reseller to do consumer registrations as that will result in us having hundreds
of thousands of registrations under our nameWe apologize for the confusion."
Initial Consumer Rebuttal /* (3000, 11, 2016/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So your going to play dumb with me I know you can't register the card but you won't provide the original receipt that pny required for registration, what's worse is you chose to buy from that company while others have 2-years warranty without registrationIt is fully your fault that I am in this situation trying to run from it just shows how bad your customer service is, but thank you very much for a dollar dead weight because you simply could not think your policy all the way through about what happens to people like me who can't register because you fail to provide what the company needs from the customer to get his warrentyIf the customer bought it himself he would have never had to go through this because he would have a receipt with the purchase date of the graphic card not like the one you give which only says when the system is built which I say again pny simply does not take or accept

I am sorry you feel that wayThe estimated time changes depending on the availability of componentsYou were advised by the delayWe have delivered and resolved all issues of the systemTh additional delay was caused by your scheduleWe would be happy to resolve any other issues your system might be having

Initial Business Response /* (1000, 5, 2015/07/24) */
First and foremost, I would like to apologize for any inconvenience this may have caused youI understand that you have had this issue since last yearThere were also hug gaps that there were no reported issue with your systemWe normally do
not do replacement of parts after the warranty period but we will make an exception on your caseWe would gladly send you the replacement power supply at no costThe only cost to you would be the shipping feeAt the end of the day, we would just like to make sure that we provide excellent customer service to our valued customers
Initial Consumer Rebuttal /* (3000, 7, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not going to incur the expense of shipping and duties to replace a component that was clearly reported to Digital Storm as faulty, only months after receiving the new productI do not find that to be reasonable at allI have already paid several hundred dollars in fees to receive this system which included a faulty component that is critical to use of the productPlease assume your responsibility as a business that shipped faulty productThe fault was reported via your technical support submission form and responded to by ***, a senior technician who continued to delay the replacement of the part by sending me long lists of troubleshooting stepsHe knew the problem was intermittent in nature, yet chose not to replace the component on speculation that it could be faultyThe general consensus by product specialists on the Digital Storm technical support forums is that the component (Power Supply Unit) should be replacedThe component problem is of an intermittent (but critical) nature, and is the reason for the gaps in reportsNeither I, nor your technician had control over thisIn each response to your technician, I advise that I will follow his recommended troubleshooting steps when it occurs nextI am extremely disappointed that you would raise this as a reason to withhold or question warranty coverage on a productI have also informed you that the technician I have dealt with on this issue has consistently failed to respond to replies on this matter (updates on the issue), on multiple occasions, requiring me to escalate to Digital Storm Management, twice, in order to get a responseThis is documented in emails going back yearThis behavior contributed to considerable delays in troubleshooting this issue and reaching the conclusion he didAll of this added up to wasted time, and inconvenience on my part, as I had to constantly resubmit requests for technical support on your website
Concerning warranty commencement and expiry:
The issue was re-raised on June XX XXXX, and your technician stated that my warranty expired in May On June 29, @ 6:15pm, Digital Storm sent me a notification that my product order had just passed *** Assurance checks, and would be delivered 0-business days from that dateHere is the exact text in that email:
Verified By: Bobby
Estimated Shipment Date: 0-business days (Mon-Fri) from 5/29/
This means that I'm within 1-business days of warranty expiration, even though I had an open support case open with your technicians for the issue, and there was understanding that follow up would be needed because the product fault was intermittent
In closing, I will not cover any of the costs of shipping the part, given that the component was reported to Digital Storm as being faulty as early as October of 2015, a mere months after receiving the productYou included a faulty component in the shipping costs I have already paidPlease correct that at your cost, not mineNeedless to say, I have been extremely inconvenienced by this whole ordeal, and the fact that my computer (the product in question) intermittently fails to power on
Final Business Response /* (4000, 9, 2015/07/30) */
I understand where you are coming fromWe do not normally do this but we will make an exception on your caseWe will go ahead and pay for the shipping and replace the defective parts at no cost to youWe understand the frustration of not having a functional systemAt the end of the day, we at Digital Storm value customer satisfaction the most
Final Consumer Response /* (2000, 11, 2015/07/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am pleased with this latest response from the companyThank-You
My shipping address remains the same:
*** *** ***
*** ***
*** ***
If someone from the company needs to reach out to me for additional information or to provide a tracking number, I can be reached at ***@gmail.com
Thank-You,
*** ***

Initial Business Response /* (1000, 5, 2015/08/20) */
First and foremost, I would like to apologize for any inconvenience this may have caused youWe use personalized packaging per system to protect from shipping damages however, it is beyond our control how our carriers handle the packagesI
would like to offer to have the system come back here in our facility so we could test and repair all parts that are broken or deemed defectiveWe will replace any components needed to ensure your system is running perfectlyI will have your system go through the stress testing and QA to ensure that the system is working flawlessly before we ship it right back to youWe will cover shipping charges to have your system here and back to youAnd we do not normally do this but I can also offer to upgrade some components to compensate for your inconvenienceHowever, if you wanted a refund, we will gladly refund you the full amount since your system is within the day period minus the shipping charges as per the terms you agreed upon when you first ordered your systemAgain, I apologize for the inconvenience and please do not hesitate to reach out should you have any questions
Initial Consumer Rebuttal /* (3000, 7, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am appalled that you will not pay for the return of a computer system that was received with a long list of major problemsI have shipped the computer back to you and you should receive it by tomorrow - 8/22/I will accept a full refund of the purchase price, but if you determine that it is in your best interest to stick me with the shipping costs of $(receipt in hand), then I will make sure the Internet knows the facts of this situation through lots of popular review websites where people are looking for your servicesI have already written the review and have sent it to you when I replied to your e-mail asking for my satisfactionAfter I sent that e-mail, I received an e-mail back stating that someone would contact me since I was dissatisfiedTo no surprise, no one has contacted me to dateIn fact, the ONLY response I have received to my countless e-mails, tickets, and voice mails to you has been this response through the Revdex.com, so now you know why I took this routeI also included a copy of the review in the box that I shipped the computer back to you inI'll let you decide whether you want to pay the $138.20, or if you want the owner of a multi-million dollar digital marketing agency to start posting reviews for being treated unethicallyAnd just so you're aware, this isn't about the money for me, it's about trying to get you to take the right and ethical action and own up to your mistakes
Accepting the computer back for repair is not fair to me eitherI paid for rush processing and rush shipping, which costs me an extra $So shipping it back to you for repair, which takes week to ship each way, and then probably another week for you to repair it, for a total of weeks to receive it back to me, is unfairBy the time I receive it back, Intel will have released their next line of processors, literallyI didn't order this computer with rush processing to have to wait weeks to have a working computer in my handsAs I suggested in my response to your customer satisfaction survey:
What could have happened is when I first called in and Mike said this was a known issue, he should have said, we are going to build you a new box with a different motherboardWe will put that at the front of the line since you paid for rush processing originally, and we will ship it to you next day air so you'll have it in a few days since you originally paid for rush shipping as wellWe'll place a hold on your credit card for the second computer and we'll release that hold as soon as we receive the bad computer backI will e-mail you a shipping label that you can print off to ship back the defective computer you received, and I apologize for this major disappointment and inconvenience, and please know that we are embarrassed that we shipped you a computer that never should have made it out our door in the first place
If that was said to me, I would have accepted that, and maybe Digital Storm would have broken even on this orderMaybe you would have taken a very small loss, but if that had happened, you would still have a happy customer, who would have ordered a second system from you this year where you would have made that profit backYou wouldn't have this terrible experience posted where people are looking when they are trying to figure out who they should purchase from and you wouldn't have a Revdex.com case open that will still be a nick on your report card even if it's amicably closed
So with all of this in mind, will you reimburse me in addition to the refund for the cost of the computer in the amount of $for my shipping costs to send it back to you?
***
Final Business Response /* (4000, 10, 2015/08/24) */
It is very unfortunate that this has to happen to your systemWe do not normally do this but we will make an exception to your case due to the inconvenience it has caused youWe will go ahead and refund you the whole amount including the shipping charges
Final Consumer Response /* (4200, 12, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will accept this resolution when I receive the refund, however, you received the computer back last Friday and it is now end of day Wednesday and the refund has not been sentPlease advise as to when the refund will be sent
***

Digital Storm truly apologizes for all of the inconvenience and for the frustration our customer has encountered with his PC. Although the PC indeed had to come back for repairs multiple times, our RMA department thoroughly troubleshooted and replaced the components that were found to
be defectiveAt times, the issues could not be duplicated but repairs were still done to ensure the stability and performance.
*** did get in touch with our customer regarding the issuesShe explained our policy and offered to have our team repair the PC and cover round trip shipping plus extend his warrantyUnfortunately, our customer declined this offer
Our customer's hardware replacement warranty has indeed expiredHowever, Digital Storm will rebuild the PC with new components, using the same case and cover round trip shipping
As per our terms and conditions, a refund cannot be processed after owning the PC for over daysWe would like for our customer to please allow us to correct the issues and finally put an end to this mishapPlease feel free to contact *** to proceed with this process or regarding any questions or concerns

Initial Business Response /* (1000, 5, 2015/06/25) */
First and foremost, I would like to apologize for any inconvenience this may have caused youI have received your initial call and like what you said in your statement, we could not find your order in our system due to the fact that your order
was placed through a reseller website, Rakuten.comSince we do not have any record of your order, our customer service can't try to troubleshoot since they are not aware what kind of system you haveIt is a challenge to try to solve an issue without knowing what kind of system you haveAnd because of that, I have instructed you to send in the system for repairs and we will do it at no cost to you since you mentioned that you purchased it December All Digital Storm systems, might it be purchased on our website or a reseller site has a minimum of year parts replacement warrantyHowever, customers are responsible for the shipping cost to and from our facility if it's more than days
To summarize, we would love to help take care of any issues you have since you are covered by our warrantyIt would be unfair to all our other customers who pays shipping cost to have their system repaired here in our facilityAgain, I do apologize if this have caused you any inconvenience
Please refer to the script below:
Warranty Details: http://www.digitalstorm.com/terms-and-conditions.asp
MWARRANTY SERVICE
Digital Storm will cover shipping costs back and forth and replace the part(s) within the first days of receiving your computer systemAfter days you will be held liable for shipping costs back and forth, and Digital Storm will honor warranty service and replacement only, not for shippingDigital Storm may also use similar products or similar to new products for all repairs to computer systems order if the product first indicated is out of stockFor example: If a certain hard drive, such as a Western Digital 80GB hard drive is out of stock, Digital Storm replaces it with a equivalent such as a Seagate 80GB hard driveDigital Storm either uses an equal or better product at no cost to the customerIf you request for Digital Storm to use a specific product for your order and would not like to substitute it with alternatives, please indicate it with an email to ***@digitalstorm.com and on the return package

Initial Business Response /* (1000, 8, 2015/12/03) */
It seems that there was a misunderstanding from the customer's endEverytime Digital Storm receives a Purchase Order (PO) from our website, customers are informed to submit us their PO directly via email for review and approvalWe have never
notified the customer stating that we have started their order and that clears Digital Storm from any misunderstandingIn addition to that, the customer was trying to set up monthly payment credit terms which we do not offer to POs in which we did inform the customer as wellThe customer may have just been upset about the denial of the credit terms they prefer
Initial Consumer Rebuttal /* (3000, 10, 2015/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Company does not specify in any way the terms they accept for a P.O from another companyI will take the complaints we have to our attorney
Final Business Response /* (4000, 12, 2015/12/07) */
We have a standard term for PO clientsWe do not offer installment payments as what the customer is requesting forAnd PO applications are subject for approval by the managementWe have communicated with the customer before of our policy and he was made aware of the only term for PO clients
Final Consumer Response /* (4200, 14, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Company made absolutely no effort to work with us in any way, shape, or formWe did not receive any correspondence until we contacted them which is where a rude customer service agent explained the policiesThere are laws in place regarding shady business practicesAlso, your website makes no claims of any kind regarding your PO policies that you are stating nowThere is no company who can legally deceive any purchaserThe company and the company's employees made no claims on policies until after the factThe PO that was sent over made very clear that if the company could not provide the product as requested to notify us by email or phone immediatelyThey made no effort to contact usWe had to contact themWe hereby request that this company has the Revdex.com rating adjusted due to advertising and harmful business practicesWe are also asking that the case be dropped in a way that allows us as a company to pursue legal action, which is allowed to us by law