Top critical review
1.0 out of 5 starslow-grade tech support -
Reviewed in the United States 🇺🇸 on May 14, 2022
in short, i have worked in tech support for over 20 years. due to declining health issues aka "shaking" and "vision", I no longer build systems. Sadly, my previous system was from 2009 and is able to run windows 10 professional. that stands for quality of the product; however, my income and credit has declined so i had to make compromises. end result, choose Zotac for a gaming type system ... not really for gaming but for content creation and 4K monitors. Yes, the system does run 3x 32 inch 4K monitors without any hiccup. It is whisper quiet so that is nice. The M.2 drive has quick access so summary that is the reason I got it. the root problem with Zotac, in comparision to other companies like Dell, is "service." if you own an infinity you will get better service than if you own a "toyota" .... just saying. no disrespect to toyota ... we own one and this is our third toyota but pc service regardless of the company is key to me.
now to the complaint, you call their tech support and it doesn't state ... "please hold" .... like Dell you are the fifth person in line. Please hold or you leave your number for callback. What Zotac does is "beep" and expects you to know that the beep means leave a message. The second issue is after 5x tries to get tech support, i sent in an email. i get an email back that i should call. well i called, got sales, who couldn't transfer me to an agent. then i called customer service who said they are "away" from their desk. while on the call with customer service, tech support chimed in. Then the tech support guy didn't even ask for my "order" so that he could get the "specs" of the system. the company i work for, we use "phone number" searches, email searches, order searches, etc. to find their specs. Then, as most companies, verify the customer. then listen to the issue and pull up the specs of the system and then prompt remote access to the computer. he did remote access which i expected and had closed private information before hand. this is normal process at my company and they are fine with that process ... no complaints here. he looked up the motherboard but couldn't find the drivers for the wifi and the bluetooth PCI card that was attached. had you looked up the order and saw the details then downloading drivers is easy. end result, is the device doesn't have Windows 11 drivers ... but the issue isn't his fault for not having the drivers BUT not knowing what devices are installed in the system is "low grade" tech support. he should have access to the order info, look up the details, then down load the drivers. Even the windows 11 upgrade didn't find them. my work around was to use a 3rd party wifi device that I already owned and wifi now works. I don't use bluetooth because my mouse and keyboard are wired along with my wired speakers.
i did get a warranty, but my issue is "how" did he "assume" that the wifi card isn't defective. re-seating the card is standard troubleshooting so i understand that process. I didn't have time to do that on the call. however, he didn't even have the "drivers" or know what card was installed.
just word of caution ... they are cheaper but "cheaper" in the tech support area too. A similar Dell XPS system would cost $5000+ to get the same performance as the AMD and that's beyond my means having taken a 30% cut in pay to just get a job. A job is better income than "unemployment" ... everything else seems to work fine. I will note their "documentation" is less than favorable ... doesn't state what motherboard is installed on the system specs nor the details of what drives can be installed inside the chassis. for myself, my career goals are changing from database to developer and i need a system with large displays and no video lag so the game PC achieved my objective. everything is "usb" so using the "hubs" works for me. however, money and credit provided, I would have gotten a "Digital Storm" computer with far better service, hardware, and expandability than even Dell offers. for the now, a good gaming system if that's your need and NO didn't include a keyboard or mouse as the picture shows. i already use ergo keyboard and mouse anyway but that was mis-leading.
DAY 2
Note, I am A+ computer repair certified for last 20 years been doing repair. in short, reseated the Wifi / bluetooth card and still does not work. rebooted and search for drivers and still not found. update is that I have emailed the company for a callback on their "registered" phone number to avoid scammers. i will update and see if they will correct this issue and just send me a replace wifi / blue card.
WEEK 2
The wifi and the bluetooth still DO NOT work. I installed a 3rd party USB card for expansion and had a few issues but that's a different story. now all the external hard drives with a faster connection than the SATA drives and I still don't have a returned instruction on how to attach the SATA drives. I did a little research on MSI website which is the mother board Type ... MSI MPG X570 ... basically a "mini" gaming motherboard. No SLI option on this motherboard in case anyone needs to know. for myself, 12GB of video RAM is for content creation so for my objective, it is fine. I will be trying to re-connect with Zotac support again regarding wifi and the bluetooth. If there is still no help, everything is working but I'll never buy from them again. With the ever increasing prices and shipping interruptions, I will just keep the system and add a second wifi card and go back thru my boxes of computer stuff for my bluetooth adapter. I really don't use bluetooth so no big issue but the principal is EVERYTHING should work out of the box.
Update for Week 2
To date, the wifi doesn't work, hard to get hold of the tech support now that I am working a part-time job and they are NOT 24/7 hours at the convenience of the customer. They state the wifi/bluetooth card is fine which is INCORRECT. card has been res-eated and still not found. the models given don't match the models on the zotac site therefore what drivers do i install. in short, submitting CEO complaint to see if i can get adjustment. put in the 2nd USB card and using my personal wifi connection and found my bluetooth dongle and it now works. in short - don't buy from here unless you are short on cash like me. if i had to re-do and no finance issues, means buy from Dell or HP with a good warranty and ability to get a human 24/7.
Week 3 or something
Thought I had right address for CEO complaint and got letter returned. Due to all the shipping hiccups, I am keeping the system. Wi-Fi Bluetooth card yanked and using 2x usb hub cards with external Bluetooth and Wi-Fi. All works and and I have both usb and usb-c drives attached external thru hub.
SUMMARY- if you want “Service” this NOT the company to buy from.
