here, just not there...
After evaluating options for a new retail or office location, we realized that our "empty nester" status provided a unique opportunity to work from home. So we converted a spare bedroom into our office, and setup our workbench in the basement.
Many of our clients were already dropping-off and picking-up at our home because, quite frankly, our hours (10-6 Monday thru Friday) weren't very accomodating.
Things haven't really changed much. You call (same telephone number, 414/963-6336) and tell us your issue(s). If we feel we can fix your problem remotely (via our remote-access software), we will offer that as an option. If we feel like we need to "lay hands" on the machine, we will provide instructions for dropping your problem child off at our place. And we still offer free pickup/delivery to people that prefer.
sixty seconds, then decide for yourself
There are two overwhelming considerations when purchasing your new PC: Quality (of course), and customer service. An important consideration (but less so, if you ask me) is price. Let me explain...
to superior quality
(1) We start with the highest quality off-the-shelf components we can find. That means motherboards from Intel and Asus, and optical drives from Samsung and NEC (just to name a few). We always specify the brands we're using, and we don't deviate. We use no custom parts, and make no modifications (thus preventing service nightmares).
(2) We use our nearly thirty years of experience to assemble each unit. Components are correctly assembled (don't laugh, you would be amazed at the screw-ups even the big guys make). All cables are neatly arranged and tied to keep them out of the cooling fans (we invented cable art). Assembler checks their own work, and then someone else checks it, too.
(3) Each machine undergoes a grueling twenty-four hour torture test which simultaneously tests the performance of every single component. The CPU performs math tests, while the RAM is pattern tested, the drives undergo read/write tests, the video performs 2D/3D tests, the network card does traffic tests, and the sound does IO tests. To the best of my knowledge, we're the only ones performing such extensive testing on both Windows and Linux boxes.
(4) Finally, we evaluate failures during the build/test process and those that occur in the field to identify components with higher than average failure rates and use that information in #1 above to select replacements. This is a closed-loop test, the longer we use it, the better our machines get. We experience less than one boomerang (a machine that we deliver to a customer and which results in an immediate service request) in 250 machines.
our customer service shines
(1) We correctly diagnose and fix problems. Whether you actually experience a failure (unlikely), or simply require assistance using your PC, we're actually helpful. You see, the old adage that there is no substitute for experience is true. And we've got more experience than anyone else. Got a virus? We'll help preserve your data. Can't get a new printer working? We'll tell you what you're doing wrong.
(2) We personally answer each and every phone call. Our sophisticated phone system allows us to answer calls pretty-much 24/7. WE CAN ALWAYS BE REACHED. In fact, it isn't unusual for me to answer calls in the early mornings or late evenings only to have someone apologize and explain they were expecting a recording with our hours (I use my best robot voice to oblige them by reciting our "normal" hours).
(3) We tag each machine with its invoice number. We can provide a complete itemization of your PC's configuration with just a few keystrokes. Want to know how much RAM you have? Whether you have room for more? Just find the sticker on your machine with the invoice number ("#12345-123") and we can answer any question you have. We've been practicing service tagging since day one, and currently maintain over twenty-five years of on-line history. More detailed history than anyone else we know of.
(5) Special needs? We aren't using cookie cutters to build machines. We routinely have customers request multiple operating systems, special restore CD/DVD procedures, even case mods for extreme environments. We've built custom machines for Intel to use in testing, and gobs of servers for a division of Amazon to use for a super-high bandwidth project. We've done projects for the National Gallery of Art and NASA. We typically handle one or two special projects at a time. Tell us about yours, we'll let you know if we can help.