Falcon Northwest Rocks
Back in September of 2009, I bought a custom computer from Falcon Northwest, (http://www.falcon-nw.com/). I had researched all the other boutique online computer stores and found that they had the highest customer ratings out of them all. I remember reading a review on cnet.com about them and after that I was sold. I was used to buying my computers from Best Buy or Future Shop or even Dell.ca, but this time I wanted one that was custom built with a ton of power. I had tinkered with replacing parts in other computers and considered building my own to save some money, but then realized that time is money so why not pay professionals to do it all for me. Sure it cost a bit more then doing it myself, but I got the security of having a bunch of guys who eat/sleep/breathe computers building me a fine piece of machinery.
So I put in my order for a Mach V computer with all the bells and whistles. For you computer geeks like me:
- Processor: Intel i7 CPU 975 @ 3.33 Ghz
- RAM: 12 GB
- Corsair Solid State Hard Drive 256 GB
- Western Digital Hard Drive 2 TB
- 2 Nvidia GTX 295 Video Cards in SLI mode
So it’s still a pretty decent computer and they built it all by hand. They sent me everything in a huge box including a nicely put together binder with all the computer information in it. It even has a custom name plate with my name inside it to identify me and who built it. Needless to say i was very happy with my purchase.
About a year and a half later, I started playing a couple online games. In one game, I would keep getting kicked out of the game and my computer would completely freeze up. It only happened on certain maps, so I just stayed away from them. I literally had to unplug my power cord to get the thing to reboot. It was very annoying. Then my wife bought me Call of Duty Black Ops and I started to play that a bit online. Again, the screen would just go black, the computer would completely freeze and I’d have to completely unplug it to get it to reboot. It was only doing this on games and I don’t play them too often so I wasn’t too concerned. Until the day came that I went to view a simple video online and it did the same thing! That was it. I was now pissed off big time. I paid a small fortune for this thing and it was letting me down.
After speaking with customer support via email at Falcon Northwest, I did everything the suggested. I downloaded the newest drivers from Nvidia, I made sure I had uninstalled the old ones properly and just printed out their instructions from their emails. They also suggested I remove one card and test the other, then switch them to see if one card was failing on me. Sure enough, one was dying. So I emailed them back and asked what they suggested I replace the video cards with. I had every intention of just going to tigerdirect.ca and buying two new cards myself. To my shock, they emailed me and told me that they would replace the cards with cards of equal or MORE value! I was so happy.
Turns out they went above and beyond. They replaced my 2 GTX 295’s with TWO brand new GTX 570’s. These go for about $350 a piece. I was very happy and I’m even happier now because I just installed the two new ones and they’re working perfectly.
When a company does something good online, we rarely hear about it. All we read is the bad stuff and it’s usually some idiot who has nothing better to do then complain about minor issues. Well this post is all about my big thank you to Falcon Northwest. They went above and beyond and I want to make sure everyone knows what a great company they are. They didn’t have to do what they did, but they did without me even asking. That is customer service and that makes me one happy camper. So if you’re looking to buy a custom computer and you want the best of the best, you have to go with Falcon Northwest. They make the best computers and their customer service cannot be beat!
Thanks Falcon Northwest. You guys rock!