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Subpar Tech Support
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I bought an Origin PC Genesis 3 years ago (March 2017). They come with a hot-swappable hard drive bay. Origin advertised LIFETIME TECH SUPPORT w/ free labor on repairs, buyer pays shipping and parts cost. A pretty good warranty program I thought around the time of purchase.
Only one of the hot-swap drives would recognize, so I called tech-support for help getting the hard drive bays to function. On the phone to tech support, I was greeted with a nice friendly voice - 'How was your weekend, everything going OK?". Feeling good I told the rep that my machine was 3 years old, and I needed help getting my hot-swap bay setup.
Sean, the tech-support representative, told me that the warranty only lasts a year, and there's not much he can do for me. Sounding like he was saying I read something wrong. Suddenly his tone changed, and he was no longer interested in helping. He said he'd send an email showing the CMOS settings for the hard drives. He sent a brief email, and was non-responsive to my email replies.
I was pretty high on the company, and really felt good about recommending the brand to other pc buyers, but after dealing with Sean in tech support, and his friendly one minute, aloof the next, style of customer support. I wouldn't recommend this brand of PC to anyone. When you spend $4,000 on PC, you'd at least hope the people they hire can pretend to care about your issue. The person I dealt with wasn't helpful at all, and pretty much told me I'm on my own.
If they advertise any kind of LIFETIME TECH SUPPORT, it doesn't mean anything. They have no interest in helping their customers after the year warranty. Buyer beware.
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Business's response - on 6/5/2020
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We thank Jeremy R. for sharing his experience. ORIGIN PC values all feedback and works hard to provide the best experience possible. Unfortunately, this was not the case when he reached out to our support team for help. Upon looking into his case, the support team had one of our senior support agents reach out to remedy his situation, we are still waiting to hear back from the customer.
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