Leonard Avalos

Review of Convergent Media Systems

The worst experience I have ever had with a manufa...

The worst experience I have ever had with a manufacturer. The customer service and help desk are terrible.

1st time I called for an RMA, they took all info and then I had to call back 3 times to get an RMA number. They directed me to someone named Bryan in sales, who ended up getting me the number. I sent in the unit and it was received by them on December 12th. January 6th, they called mew asking when I was going to send the unit. I told them they had it, they fumbled and mumbled cause they had no ides where it was. I was told they would call me back, which never happened. I had to contact them 3 more times before they finally decided to send me a replacement. I was told it was shipping overnight and I would receive it on that Wednesday. I then received an email Thursday saying "oopss some sorta mix up , it will ship out today.

I had 2 more units go down. I contacted Bryan directly and the california rep Steve, asking them to set up the RMA because I didn't want to deal with Help desk again. Neither of them even answered the email. I received a call 2 days later and message was left with 2 RMA numbers. I sent them in, and it has now been about 3/4 weeks since they received them. I emailed Steve and Bryan twice, and they have answered me once. I have called help desk 4 times, and been told all 4 times that they would find out what was going on and call back.

FYI these units were being used in a large IBM campus. They had planned on buying more to expand throughout the buildings. That's not going happen anymore.