Hypersonic Support Profile
Even though Hypersonic was purchased by OCZ Technologies, their support services don't seemed to have changed all that much. There was some confusion at first, but they seem to have resolved those issues and now have a stable support site. Only a few things have changed on the site as a whole. So, if you are considering the purchase of a new Hypersonic computer or have one with some issues, check out my profile page to see what they have to offer consumers.
Included in the profile I list the various avenues that users have for support, tips and advice. In addition, I’m posting a survey below and in the profile asking users for their opinion of Hypersonic PC. If you have used their support and would like to let others know of their experiences for better or worse, please feel free to Share Your Experience.
How would you rate Hypersonic PC's support?
Comments
So I learned that I was getting shipped off to Iraq for 15 months and decided to shop for a top-of-the-line laptop to take with me. After much research I found a system I liked, and while the same system was available from many retailers, I found Hypersonic PC to have the cheapest price. Since I was deploying soon I confirmed with Hypersonic via email their posted build schedule of 7-10 days. They confirmed this for me and I purchased a brand new Aviator AX20 from them on the 9th of January for nearly $4,000. To my disappointment, at the end of that month my system had mysteriously shipped twice but I had not received it or even a tracking number for its shipment. A few phone calls later, I at the end had to have my system overnighted (at my expense!) just so that I would receive it the day before I left on the 2nd of February, almost a month after my order was placed.
The first day of use I noticed a problem. This is what you can expect from Hypersonic’s “burn-in” process. Already upset about the shipping issues, I contacted Hypersonic’s service department the very next day about my computer overheating after 10 minutes every time I turned it on. Regardless of environment or use, the system would not fail to overheat. So I sent a couple of detailed emails telling them my problem and received a response of, “This is usually a sign of overheating. Check to see if the fans are working correctly.” This is what the Hypersonic warranty will give you.
So, yes my fans were running fine thank you, but my computer was not. After a series of 4 months and 6 unanswered emails, I was finally told over the phone that my system was past its initial warranty period. This is another thing you can expect from Hypersonic. Their policy on returns or repairs is to just wait to respond to a customer’s problem until the period in which it is covered has passed. I talked to two people for over two hours, pleading my story to Hypersonic and was granted a repair of the system finally on the 24th of July, nearly six months after I first received the system and noticed the problem. I was forced to ship the system at my own expense from Iraq, back to Hypersonic. It landed at their door nine days ago, and again after a number of unanswered emails, I have heard nothing of its progress. This is what you can expect from Hypersonic’s repair department. I got a broken computer for seven months, and now have nothing except a $4,000 sized hole in my wallet.
Absolutely horrible support.
I cant tell you how the laptop runs because I don’t even have it yet…Ive been waiting for forever. I bought a $5000 dollar laptop from them 7 weeks ago, and it still has yet to be completed. After furious emailing and calling I was told it would be a couple of days….but two weeks later and I’m still here. It says they ship in 10-14 business days on their website, but thats complete nonsense. I wouldn’t mind the giant wait if they kept me updated with the status of my laptop, but its been stuck in the same status since the beginning of September…. ( its October 24th). My friend ordered an alien ware a week and a half ago…and his is already in his room. Thats what youll be paying for when you get a hypersonic PC. Im thinking of sending it back as soon as i get it and getting the same specifications from another company.
Any company dealing with high end high cost products should have a sturdy support system….they don’t even pick up their phone, and they don’t have a message service to boot.
They should be ashamed of themselves for treating their high paying customers the way they do.
I have been very pleased with my pc but I am EXTREMELY displeased with customer service now that I am in need of repairs. Hypersonic has two telephone numbers listed at their site; one is to the actual company, the other is to a 24hr calling service. I have been trying to contact Hypersonic for two weeks. The phone number of the company is never answered. All of my emails go unanswered. I have no idea what the status of my pc is. I called the 24hr number and the individual answering the phone said that he too cannot get through to the company. If you anticipate needing to interact with customer service for any reason, I highly recommend purchasing a computer from another company.
got the hypersonic 20″ and have had it fixed 2 times during 1yr warranty.Problem: disabling all the wireless devices built in so I have absolute control over what system is doing. This All in one desktop squeezed into a portable is more of an albatross, because designers did not figure on so many support issues. Like I have 2 quadro dual video cards but only one external dvi digital connector for monitors. I can potentially run 4 monitors but connect only 1 extra. Tried external video card driver that runs thru usb port, but manufacturer does not make drivers yet for xp, vista.
Another problem do not order system unless you can get all the software original to rebuild the whole system from scratch.You will find very little software that will run with 64 bit vista.I highly recommend trend micro internet security pro with firewall, antivirus, antispyware.Also recommend acronis disk director 10 or above for easy partition, cleanup and even removal boot viruses with disk editor mode. I would highly recommend if you deal with viruses, install a toggle switch inside bottom of monitor next to mic, and run wires thru hinge to cmos battery which is buried between the main battery box and 2nd video card slot in front of the modem (see bottom of case).If you get a boot virus, the only other way to clear bad memory is take memory cards out and disharge pcboards with aluminum foil after removing them from slots on bottom next to 3 usb ports. Also if you do not mind cutting your plastic case you can make these areas accesible by removing screws and gluing panels with velcro instead for easy access.Be aware 2 antennas for wireless are located inside top of monitor case, wireless is always potentially on if left plugged in, so you do not have control if you leave them in while doing setup installation. I would never buy another laptop again unless I could make all RF devices externally controlled and remov able or “plug-inable” just like a cell phone with a battery connected it is always potentially “on” even when you switch it off.I do not know why manufacturers have not yet figured out
that computer owners do not like to be hacked wirelessly, infrared, modem, blutooth, or any other backdoor method to getting into your pc by hackers.Believe me it happens more than most non technical people in the public are aware.Send a message to market and do not buy anything you can not control!Designers leave security as an afterthought to consumers so be aware
!If you think I am exagerating think how we would all still be living in the dark ages if our toilets, tv, telephones, or cars performed as unreliably as our computers! I do give Hypersonic credit for following through on providing support and service for a poorly planned and designed product. I bet that is why Hypersonic does not carry or sell the 20″ aviator models on their website any longer.Experience is often the best teacher, but can be painful going through the process. If I had to buy another 20″ laptop again, I would buy the HewlettPackard version, (which came out later.) If you are concerned about RF devices, you can create a farady cage with copper screening material, or call EMF safety superstore at 518-432-1550, they have all kinds, nylon mesh, staniless steel etc. Forwarned is forarmed, so be sure to “CYA”.