We take a look at PC Club again and see if they've made good on their commitment to improving their technical support.
As many of you might know by now, HardOCP doesn’t "review" systems, we evaluate the experiences they facilitate. We order the system the same as you would and evaluate every aspect of the end-user experience. Not only does this give us a better idea of what hardware an end user actually receives, it also allows us to obtain a more accurate picture of just how each company functions and treats its customers. As fast as PC hardware has become over the years, we think giving a personal computer "5 stars" based on how fast it ran a synthetic benchmark is simply irresponsible. We think service, support, and reliability are much more important factors in today's climate than speed. Fast is easily bought, but purchasing and ownership satisfaction can be elusive.
PC Club has been frequently evaluated at [H] Consumer. The first system we evaluated was the Enpower Fuzion 4, which priced in at $300 (after a rebate) and came equipped with an AMD Sempron 2800+ and 256MB of RAM (which we upgraded to 512MB). Since then we’ve tackled the Nitro Extreme (a sub-$1000 SLI machine equipped with two NVIDIA GeForce 6600s), and the ENP612 laptop. Our initial experiences with PC Club were positive, and while we’ve never had any major issues with the machines we’ve received from them, our most recent dealing with their tech support was quite sour. It had been explained to us that our disappointment was brought on by a restructuring of their tech support system, not to mention the entire company, and that future dealings with them would be much better.
Since we’ve been impressed with the actual systems from PC Club, we expect more of the same as far as build quality goes. We realize that the desktops (and laptops) are of the basic, no-frills variety, so we expect a clean install that may not carry all of the accessory software packages that some of their competitors provide, but by the same token, not filled with bloatware. We expect a machine that will run our gaming titles at respectable graphics settings and resolution, courtesy of our SLI configuration. We’ve never tested dual NVIDIA 7600GS cards in SLI before, so we’re interested to see what kind of horsepower they can afford.
We’re also looking for an improved tech support experience this time around - one that we can recommend to the average user if they ever need help. We’d like to see our wait times improved and an actual attempt by tech support representatives to contact us when needed.