Customer Support Done Right

[Burleyboy]

With all the complaints of poor customer support, probably mostly justified, with some vendors and manufacturers, I'd like to take a minute to thank DFI. I've had to deal with the rma dept. on two occasions with my SLI-DR and once with my Venus, all three having to do with bios and non-booting situation. I don't technically understand the reasons I've had these problems, but I do understand when I'm being taken care of.

The first time I had a problem with my SlI-DR, I took Angry up on an offer to swap out boards and test out my memory/board combo. He sent it back to me humming along beutifully, and in the OC database. Thanks Angry, I appreciated that. Unfortunately, I had a problem later with the 3 light no boot

The two times I've had to send my boards off, they have returned to me, in working order, in a reasonable amount of time. Probably a better turnaround time than most.

I didn't pull the Karajan audio off my SLI-Dr when I sent it in and it came back without it. I imagine they routinely remove them for testing purposes. I contacted Donna, and with no questions asked, she got another one to me so fast, I had no idea what I was getting when the delivery guy showed up.

When I sent in my Venus I did the same thing, I left the Karajan audio module on. Ya sensing a pattern here? Take it off if you rma,

 

I flashed to the 04-06-06 bios for my SLI-DR right after it came out, and it doomed it to the 3 led no boot. I got a little annoyed at the time, but I knew DFI would take care of it.

I called for an rma today, and Donna told me to just send in the bios chip and they would reflash it for me. I like that, that's a hell of a lot easier.

I also mentioned to her that my Karajan didn't come back with my Venus, and that the floppy cable that came with my Venus was defective. Once again, no questions. She said she would send them both out a.s.a.p.. No reason not to believe her as she has always done everything she's said she would.

 

That brings me to the crux of this long post. I would like to thank DFI support, and when I say DFI support, I mean Donna Chang, as she is the only person I've dealt with. I've spoken to Donna on the phone and through e-mail on these issues, and she has truly been the most responsive and pleasant customer service rep. I've ever dealt with, and I've dealt with quite a few.

Between DFI's customer service and this site, I won't be going in any other direction that I can foresee.

 

Thanks,

burleyboy

[cull]

If I worked at dfi which i dont, and wish i did, i would be touched, but I must add to this that I have had the same excellent experiences.

[old_geekster]

This site is why I am now the proud owner of a DFI mobo. I had not even heard of DFI before I ran a search for the "best gaming mobo". Of course, I was led to DFI!

 

When I came here, to this site, I learned more in two months than I could have learned in a year anywhere else.

 

I hope that I never have to use their RMA procedures, but I am sure they will handle it with the greatest professionalism.

[Angry_Games]

Donna is awesome

 

If she were single and I were single, we'd be married (well, in my mind anyway! haha)

 

She is always nice to me even the few times I have not been so nice to her or anyone else in the DFI office.

 

 

If everyone were like Donna, then no one would hate me and everyone's problems might actually resolved!

[soundx98]

I am sure there are a bunch of techs working their buns off behind the scenes, but Donna is a true gem.

I've only needed her assistance a couple of times but she is courteous, helpful, and efficient.

A very valuable asset to the DFI organization without a doubt.

You go girl

[Angry_Games]

actually...there is me, Rgone, Ricky, and Frank Wong

 

that's it

 

thats the entire North American support team

 

can you imagine how busy we are trying to support thousands of USA/CDN customers each day?

 

Donna is the only RMA person (well, she has a helper, but Donna is the one that has to deal with customers directly)

 

so you can imagine her workload also...

[soundx98]

The I would have to assume the forum really pays off in reduced RMAs.

There is no way that Frank and Ricky could physically handle the "toneage" of defective units that so many infere are occurring.

 

Kudos to Frank, Ricky, you, and the RGonian One as well as Donna, AG.

[Sharp]

That's Damn F****** Incredible customer support.

[olmari]

Yep, I agree, DFI customer support is awesome also in Europe. So thank you DFI Europe too!

[Guest jivetrky]

I'll have to second this notion!

 

I have had to RMA my Expert board twice and both times it was QUICK and painless. Donna is such a nice person to deal with!

 

I also talked with Frank before the first RMA and he was also great. He asked the problem, I told him...he asked what I'd done already, I told him...he said welp that's about it here's Donna!

 

I can't imagine an RMA going quicker....Both times I sent it to DFI and they got it on a Friday. The first time they sent the almost-fixed board back The following Tuesday and the second time they sent a replacement board the following Monday! That's pretty incredible turnover!

 

WAY happy with DFI support!

 

Thanks to all here on the forums also!

[wevsspot]

So is Donna a hottie? Nothing better than a hottie that likes motherboards

[red930]

Nothing better than a hottie that likes motherboards

 

Thanks buddy, it took a lot of effort but the results are totally visible.