Top critical review
55 people found this helpful
Never ending varied and intermiiant faults
on 17 April 2013
The machine arrived promptly, well packed and undamaged. As I was unfamiliar with Windows 8, I studied a manual first. Initially the machine appeared to work well. Gradually over the next month, I aquired and installed all of the expensive photographic software and extra monitors that I needed. A week or two later, the machine started to boot up very slowly, instead of taking 20 seconds the time extended to between 20 and 40 minutes, yes minutes. Sometimes it would not open after accepting my login. Then programs began to exhibit all sorts of strange malfuntions. I should point out that I am very experienced in the use of these programs. I contacted Zoostorm for assistance, initially spending hours on the phone awaiting an advisor every call.
To cut a very long story short, Zoostorm insisted on Hard drive, memory and processor tests before they would accept the machine for a repair. Initially these tests would not run at all, I even employed a computer guru to assist, he could not get them to run either. Eventually Zoostorm provided one replacement RAM chip, after I returned one that appeared to be suspect. This was at my expense not theirs. The tests did then run. This took in excess of 35 hours to run a RAM test. Around 24 hours to run the HDD test, and a couple of hours finding, loading and running the CPU test. Eventually, they allowed me to communicate via Email, which helped. Every time their answer to any complaint was:- Run another test, even though this was repeating previous test. No faults were shown up and the machine worked satisfactorily for a couple of days. Then it's old tricks started again. More Emails to Zoostorm, They wanted to run the tests all over again, I refused telling them to take it away and repair it. Their reply was:- Acceptance coupled with a list of caveats and threats of charges, This include me paying the carriage both ways and saying that they would retain the machine until all charges had been paid. They were also telling me that their first action would be to re-format the HDD, effectively destroying the software, saying that it was my responsibility to back up everything, but with no guidance as to how. It is possible in Windows 8, but very effectively hidden and not mentioned in the Manual. I doubt that one user in a hundred would even know it could be done. At this, I told Zoostorm to get lost, politely and persued my claim with Amazon who were very helpful. Zoostorm after a very polite, reasoned, long,and detailed Email from me, started to exhibit some flickering signs of customer service.This eventually culminated in an offer to take it back and repair it at no cost to me and without the caveats and threats. By this time Amazon had collected it for a full refund. It was therefore too late. This had taken a total of 3 1/2 months of frustration, work and expense. Full marks to Amazon none to Zoostorm.