Kate Noel Artistry

Initial Business Response /* (1000, 5, 2015/11/20) */
We have already issued the refund on the 18th of NovemberAs much as we want to fulfill all orders the soonest time possible, inventory issues always ariseNevertheless, we would like to apologize for the inconvenience
Initial Consumer
Rebuttal /* (3000, 7, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received my refundI know inventory issues can ariseThat wasn't the issueThe issue was that I wasn't informed of the problem and had to find out from a post on the forums to someone else that you guys were out of stock on somethingI was also lied to by customer service on the phone twiceStop hiding behind inventory issuesThe bottom line is that I was lied to and not kept informed on the progress of my orderTHAT'S the problemI assume lies arise as well?
Final Business Response /* (4000, 9, 2015/11/30) */
We deeply apologize for the lack of communication in regards to the customer's orderWe are in the process of adding more people to better assist our customersI am glad the customer has finally received the refundRest assured we will use this feedback to better improve our customers overall experience

Initial Business Response /* (1000, 8, 2015/12/28) */
We have already came to a conclusion with the customerWe offered him upgrades for half the priceCustomer will contact you to close this complaint

Initial Business Response /* (1000, 5, 2016/01/19) */
First and foremost, I would like to apologize for any inconvenience this may have caused our valued customerThe return label we have sent the customer is validWe were actually waiting for the system to come in for the intention of repairing
the systemI have just sent the customer an email asking if he was told about the hold status by a UPS locationWe can surely provide a return label if that was the case
Initial Consumer Rebuttal /* (3000, 7, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No I do notAccording to UPS the shipping label provided by Digital Storm must be released to UPS , printed out by UPS before it is valid and UPS can pick up the package (they would have the shipping label)I can provide my local UPS office phone number and contact to verify that no UPS employee could pick up this package until the shipping label is released by according to UPS Digital Storm
Final Business Response /* (4000, 9, 2016/01/21) */
The system is already on its way back here to our facility for repairHere is the tracking UPS tracking number: 1ZYXXXXXXXXXXXXXXXThis response from Mr*** might have been an old onePlease let me know if there's anymore questions or concerns regarding this shipping label

Initial Business Response /* (1000, 20, 2015/10/06) */
The amount paid by the customer has already been processedIt should have already reflected on their accountIt was processed on the 5th of October and it will depend on how quickly their bank will process on their end
Initial Consumer
Rebuttal /* (3000, 22, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have received no word or refund from this company since my last attempt to request a reasonable refund time frame by email on 09/30/Over the weekend we received return correspondence from the Attorney General's office saying that Digital Storm had told them our issue has been resolved but we have, of course, so far not been refunded yetWe are tired of chasing down even cursory responsesWe have read about the negative experiences reported by so many previous customers who were promised refunds directly or via third party agencies but many never received their refunds while others did not receive their refunds in fullUntil we receive the refund directly and in full in our account, we cannot accept or trust any further response from Digital StormI do have a Yelp account and am considering going back to it to add our review once we have more time, but in the meantime, it is safe and sad to say that we have fully gone from initial admiration and excitement - to hoping to never, ever having to deal with this company again
Final Business Response /* (4000, 24, 2015/10/08) */
We have already refunded the amount of the system minus the shipping feeIt is clearly stated in our terms and conditions that the customer agreed upon purchasing of the systemPlease refer below for reference:
LRETURNS
Refunds are only issued for the sale amount at current selling market value (see section "O") of the component(s) inside the computer, and does not include freight charges
Additionally, a 15% restocking fee is applied to computer system unless all of the three items below have been met:
Your purchase is returned back to Digital Storm within days of original delivery
There are defective hardware component(s) inside the computer such as a memory stick causing stability/performance issue
Digital Storm or a third-party computer company contracted by Digital Storm has verified that the stability/performance issues are in direct result of the hardware inside the computer and NOT the software such as the operating system, drivers, or software
Digital Storm cannot offer a full refund for the purchase price of the product(s) unless there were issues such as defective hardware component(s) inside the computer such as a memory stick causing stability/performance issuesThe returned merchandise must include its original packaging, manuals, and all accessoriesAll sales on software items are finalOpened accessories such as the monitor and speakers will not be refundedDigital Storm will not refund shipping costs and will not pay shipping for returning packages
Final Consumer Response /* (4200, 26, 2015/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It has now been over thirty days since our initial unfortunate purchase date and over two weeks since we have returned the product and done everything we were supposed to have done, and our refund is still pendingWe wanted so much to like them since the beginning, however, Digital Storm has lived up to their reputation, and has been, by far and after all, the most difficult and obviously anti-consumer business we have ever had the displeasure of dealing with in a long timeThank you Revdex.com for serving as a welcome and impartial third-party mediation option in this otherwise extremely trying and unnecessarily extended process

We truly apologize for the inconvenience our customer is encountering. Our customer contacted us on May 30th regarding the unstable stand that holds the monitor. Our technician had emailed our customer a video link of how to install and secure the stand for the monitor. The video also...

demonstrated how to properly position the monitor to avoid any damage, as it is a curved screen. Based 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 crack. According to our warranty policy, Digital Storm covers any shipping damage and defective components. Unfortunately, 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 matter. Do to the circumstances of this incident, we have offered our customer a new Aura case at a discounted price. Upon 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]”

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]

Initial Business Response /* (1000, 5, 2015/11/23) */
First and foremost, we would like to apologize for any inconvenience this may have caused you. The purchase date of the system was December 11, 2013 and we did not hear anything from the customer until April 15, 2015. Customer called in due to...

slow data transfer rate on his hard drives. The the call after did not happen until June 22, 2015 regarding his system having overheating issue. The first call happened a year and 4 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 system. The customer upgraded to Windows 10 that made the drivers that came with the system incompatible with the new operating system. The system is currently on it's way back to the customer.
Initial Consumer Rebuttal /* (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 work. That is irrelevant to this case. The 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 back. Plus 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 of. Furthermore the replacement motherboard and system was not correctly setup by Digital Storm or Sager. As is explained in the diagnostics by uBreakiFix, a 3rd party I took the machine to upon major crashes within an hour of receiving the machine. I did not cause the problems due to an upgrade, and this is verifiable via uBreaks documentation that I provided to Digital Storm on multiple occasions. Not to mention their initial repair took 4 whole months, during which I initiated over 80% of the communication.
Furthermore... Very 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 again... And well... it happened again. I 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 today. If that information was not sent back with it. I will be contacting them again. If 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 me. I was told during my last phone conversation that notes from a particularly helpful CS agent were never received by management. I cannot tell you what they have done because they do not provide proof. And I will continue this fight until the information I have asked for is delivered.
Final Business Response /* (4000, 13, 2016/01/06) */
We are in constant communication with the customer. In fact, I just got off the phone with him. If you want some clarification, I have informed the customer that you might call for verification. We are finalizing the solution as we went back to diagnosis stage.
Final Consumer Response /* (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 resolved. However 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 parties. The new contact [redacted] passed ** to yesterday is the first person whom understood and acknowledged the severity of the diagnostic by uBreakiFix. At 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 hour. I should have further information regarding the problems later today or tomorrow after following up with Keegan and [redacted] about the tests.

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

It is really unfortunate that this has to happen to his system. As much as we try to avoid, there will be times that system issues would just persist. A refund request has already been submitted and it should reflect within the next couple of days back to the customer's account.

Initial Business Response /* (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. [redacted]. We would refund the customer 50% of his total amount paid minus the shipping...

charges which he is aware of.
Initial Consumer Rebuttal /* (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 refund. After the system was received, I started to receive updates that they were fixing the system to be resent back to me. This was confusing as I thought we came to an agreement about the refund. I even received a call explaining the problem they found and how they had a technician working to fix it. When I told the person I was speaking to that the system was a refund system she seemed confused. I had to call Digital Storm again and remind them of the refund at which point they began the refund process. It 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.

We are truly sorry for the delays that happened to this order. The build time of our systems  got a big hit due to the manufacturing delays of our cases. Our systems are built-to-order and we do state that process may take longer than expected due uncontrollable reasons. The second delay was...

due to the unavailability of our customer to accept the system. We had to make arrangements with UPS to have them keep the system in their facility and not charge the customer for any storage fees. The initial leak due to shipping was immediately fixed and the system is now back and in perfect running condition at the customer's premises. We did everything to ensure that the system is fixed and take care of whatever issues as all of our systems come with a warranty and are under terms and conditions. We will always be happy to assist the customer in any issues the system might have.

Complaint: [redacted]I am rejecting this response because: Time and time again I had returned it to be fixed only for it to malfunction again not long after. The most recent time I got it back it only worked for 4 hours and a part was glued instead of being screwed on inside that fell out. 6 months extra warranty does not matter when I will likely have to spend a lot of time sending it back for repairs and keep facing the same issues. I cannot trust them in actually fully replacing every part either, and it is weird they can not replicate an issue when all it is that the PC refuses to turn on. I was not notified during those times they could not find an issue, did they just send it back the way it was? I will pursue a refund as I can not trust the company.Sincerely,[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 overheat. Although the repairs did exceed our normal 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 issues. Based 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 problem. Unfortunately, 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...

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I very much appreciate digital storms dertermination to ensure I am a happy customer.Sincerely, [redacted]

As per our email exchange, you have added a significant information that would definitely help us look into your case better. The reason for the initial denial of your request for the parts to be replaced free of charge is the time it was reported. You reported a shipping damage 2 months after...

delivery, in which is already outside the window to file any claim with our carrier. However, like what I have mentioned multiple times in the past, we are striving to satisfy our customers at all times. We will go ahead and make an exception and replace the parts damaged.

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 vibrations. When we received the PC back from the customer, our team was able to get it working by simply re-seating...

internal components. We 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 issues. We 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 customer. Please contact our Customer Service Manager, Kimberly, via email [redacted]”

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,

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 /* (1000, 5, 2015/10/27) */
It is very unfortunate that this has to happen to your system. We value all our customers and we are saddened that you had this experience with your brand new system from us. As 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 system. However, we will make an exception on your case. We have already started the refund process of the shipping cost of $399.00. It has been done yesterday and should reflect onto your account within 5-7 business days depending on how quick your bank process refunds. I apologize for any inconvenience this may have caused you.
Initial Consumer Rebuttal /* (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 refund. For 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 shipping. Then they issued the refund, and kept $399 for shipping!? Many would call that dishonest and unethical. After repeated phone calls to resolve this issue went nowhere, I decided to discuss the situation on Digital Storm's public forum on their own website. Then, and only then, did they finally issue the remainder of my refund.