Comments on: Growth: Part One — Growing Pains at Velocity Micro? http://powersunfiltered.com/2007/02/11/growth-part-one-growing-pains-at-velocity-micro/ An entrepreneur's journey into grid computing and partnering with Microsoft, by John Powers Fri, 16 Jul 2010 02:26:46 +0000 hourly 1 http://wordpress.org/?v=3.0 By: john http://powersunfiltered.com/2007/02/11/growth-part-one-growing-pains-at-velocity-micro/comment-page-1/#comment-52795 john Sun, 20 Jul 2008 01:07:16 +0000 http://powersunfiltered.com/2007/02/11/growth-part-one-growing-pains-at-velocity-micro/#comment-52795 Leonard, I closed this thread long ago, and have deleted numerous comments about Velocity Micro in the past year, but you ask a good question so: I still have my replacement VM computer, it has been a decent although quirky computer over the past year, and I'm basically satisfied with VM (the company). My machine has problems with not shutting down properly (it often bluescreens on shutdown), and its sound board has never worked properly (won't record analog). For a Windows XP computer, this is not especially bad behavior (I've used many at home and work that behaved worse). And on a normal day, the performance is excellent -- it's fast and fairly quiet. So -- I'd say their machines are at least worth considering. Leonard, I closed this thread long ago, and have deleted numerous comments about Velocity Micro in the past year, but you ask a good question so:
I still have my replacement VM computer, it has been a decent although quirky computer over the past year, and I’m basically satisfied with VM (the company). My machine has problems with not shutting down properly (it often bluescreens on shutdown), and its sound board has never worked properly (won’t record analog). For a Windows XP computer, this is not especially bad behavior (I’ve used many at home and work that behaved worse). And on a normal day, the performance is excellent — it’s fast and fairly quiet. So — I’d say their machines are at least worth considering.

]]> By: Leonard Krieger http://powersunfiltered.com/2007/02/11/growth-part-one-growing-pains-at-velocity-micro/comment-page-1/#comment-52569 Leonard Krieger Wed, 16 Jul 2008 02:49:15 +0000 http://powersunfiltered.com/2007/02/11/growth-part-one-growing-pains-at-velocity-micro/#comment-52569 Hello John I have read with great interest your article and comments on Velocity Micro and their "growing pains from 2007." But as the website I have read is over a year old, (http://powersunfiltered.com/2007/02/11/growth-part-one-growing-pains-at-velocity-micro/ ) What is your opinion now of VM? Would you recommend them? I am seriously looking at VM as my nixt choice in a home PC and I really would like your opinion and comments. I could not help but wonder what happened to your computer you bought from them? Do you still have it or has it been replaced? Was your system failures solved? Would you now recommend VM or for me to look elsewhere? I know that (from what I have read on other websites) that Randy Copeland gets "hands on" with customer issues. I have read many post on Hardforum in which Mr Copeland is sometimes the second post/reply to a customer bad experience with a VM product. I cannot tell you how frustrating it has been researching a new PC. The horrendous reviews of the Big Three (Dell, Gateway, HP) is, it seems, forcing me to look outside of the mainstream of PC Venders and possibly into the hands of Velocity Micro or perhaps Maingear. I hope you find time to reply with opinion as it would be MUCH appreciated. Thank You Hello John
I have read with great interest your article and comments on Velocity Micro and their “growing pains from 2007.” But as the website I have read is over a year old, (http://powersunfiltered.com/2007/02/11/growth-part-one-growing-pains-at-velocity-micro/ )
What is your opinion now of VM? Would you recommend them? I am seriously looking at VM as my nixt choice in a home PC and I really would like your opinion and comments. I could not help but wonder what happened to your computer you bought from them? Do you still have it or has it been replaced? Was your system failures solved? Would you now recommend VM or for me to look elsewhere?
I know that (from what I have read on other websites) that Randy Copeland gets “hands on” with customer issues. I have read many post on Hardforum in which Mr Copeland is sometimes the second post/reply to a customer bad experience with a VM product.
I cannot tell you how frustrating it has been researching a new PC. The horrendous reviews of the Big Three (Dell, Gateway, HP) is, it seems, forcing me to look outside of the mainstream of PC Venders and possibly into the hands of Velocity Micro or perhaps Maingear.
I hope you find time to reply with opinion as it would be MUCH appreciated. Thank You

]]> By: john http://powersunfiltered.com/2007/02/11/growth-part-one-growing-pains-at-velocity-micro/comment-page-1/#comment-29665 john Wed, 06 Jun 2007 04:43:28 +0000 http://powersunfiltered.com/2007/02/11/growth-part-one-growing-pains-at-velocity-micro/#comment-29665 Heather -- Thanks for posting here. Congratulations on the baby girl (I'm teaching my baby girl to drive this month -- time goes by faster than you think). Glad to hear you're adding to your customer care team, and I wish you the best. All Velocity Micro Customers (happy or otherwise) -- As I indicated in a more recent post, I'm closing off this thread and all others related to Velocity Micro. This blog is not the VM hotline, and I'm not part of the emergency alternative VM support network. I've begun deleting customer complaints regarding VM products and services, and that's my policy from now on. Heather has been kind enough to put her contact information here, and she's been assigned by VM to make VM customers happy. Please (PLEASE) direct your comments to her, or to the rest of the VM team. John Heather –
Thanks for posting here. Congratulations on the baby girl (I’m teaching my baby girl to drive this month — time goes by faster than you think). Glad to hear you’re adding to your customer care team, and I wish you the best.

All Velocity Micro Customers (happy or otherwise) — As I indicated in a more recent post, I’m closing off this thread and all others related to Velocity Micro. This blog is not the VM hotline, and I’m not part of the emergency alternative VM support network. I’ve begun deleting customer complaints regarding VM products and services, and that’s my policy from now on. Heather has been kind enough to put her contact information here, and she’s been assigned by VM to make VM customers happy. Please (PLEASE) direct your comments to her, or to the rest of the VM team.

John

]]> By: Heather Taylor http://powersunfiltered.com/2007/02/11/growth-part-one-growing-pains-at-velocity-micro/comment-page-1/#comment-29626 Heather Taylor Wed, 06 Jun 2007 00:30:41 +0000 http://powersunfiltered.com/2007/02/11/growth-part-one-growing-pains-at-velocity-micro/#comment-29626 All: I just wanted to introduce myself to everyone...despite the fact that I am late to the party, it seems. I am the Customer Care Manager for Velocity Micro. We did, indeed, go through a rough patch with Customer Care a few months back, partly due to expansion, and partially due to...well, me. Good techs need a good manager, and unfortunately, I ended up being out/working from home from January till April. It was very sudden, and as a result, the guys were keeping things together as best as they could without me there to "hold down the fort". Not every team could have performed as well as they did under such difficult circumstances, but I am pretty proud of them all despite the (fortunately) few missteps that occurred. I am back as of mid-April, about the same time the last post was added here--and with a beautiful baby girl to show for my efforts. We've moved into our new call/repair center, hired some more really excellent technicians, and I think we're doing much better for our customers as a result (though our "bad" was not as bad as other companies' version of "good"). There are some other changes coming soon, including a more highly trained onsite solution, but they're all geared towards providing all of you with the best service possible. And as always, we're still hanging out in Richmond, Va...no outsourcing for us! If anyone--anyone at all--has any questions, concerns, or problems, please feel free to contact me at htaylor@velocitymicro.com. I'm here if you need me! Heather All:

I just wanted to introduce myself to everyone…despite the fact that I am late to the party, it seems. I am the Customer Care Manager for Velocity Micro.

We did, indeed, go through a rough patch with Customer Care a few months back, partly due to expansion, and partially due to…well, me. Good techs need a good manager, and unfortunately, I ended up being out/working from home from January till April. It was very sudden, and as a result, the guys were keeping things together as best as they could without me there to “hold down the fort”. Not every team could have performed as well as they did under such difficult circumstances, but I am pretty proud of them all despite the (fortunately) few missteps that occurred.

I am back as of mid-April, about the same time the last post was added here–and with a beautiful baby girl to show for my efforts. We’ve moved into our new call/repair center, hired some more really excellent technicians, and I think we’re doing much better for our customers as a result (though our “bad” was not as bad as other companies’ version of “good”). There are some other changes coming soon, including a more highly trained onsite solution, but they’re all geared towards providing all of you with the best service possible. And as always, we’re still hanging out in Richmond, Va…no outsourcing for us!

If anyone–anyone at all–has any questions, concerns, or problems, please feel free to contact me at htaylor@velocitymicro.com. I’m here if you need me!

Heather

]]> By: Bill S. http://powersunfiltered.com/2007/02/11/growth-part-one-growing-pains-at-velocity-micro/comment-page-1/#comment-24042 Bill S. Fri, 13 Apr 2007 15:39:54 +0000 http://powersunfiltered.com/2007/02/11/growth-part-one-growing-pains-at-velocity-micro/#comment-24042 I recently purchased a Velocity Micro Gamer's Edge PCX. The computer runs great but they shipped the wrong keyboard. I sent an e-mail with a photo of the incorrect part and received a reply within one hour stating that they were shipping a new keyboard. I received it in 4 days. I also got a request for the shipping employee I.D. number on the box. I assume that was done so that they could take corrective action. It looks like V/M is trying hard to correct their problems, and when they make an error they are responding quickly. I would buy from them again. I recently purchased a Velocity Micro Gamer’s Edge PCX. The computer runs great but they shipped the wrong keyboard. I sent an e-mail with a photo of the incorrect part and received a reply within one hour stating that they were shipping a new keyboard. I received it in 4 days. I also got a request for the shipping employee I.D. number on the box. I assume that was done so that they could take corrective action.

It looks like V/M is trying hard to correct their problems, and when they make an error they are responding quickly. I would buy from them again.

]]> By: john http://powersunfiltered.com/2007/02/11/growth-part-one-growing-pains-at-velocity-micro/comment-page-1/#comment-21264 john Thu, 29 Mar 2007 06:00:26 +0000 http://powersunfiltered.com/2007/02/11/growth-part-one-growing-pains-at-velocity-micro/#comment-21264 Lee -- I'm happy to post your comment here (I still get VM readers on occasion), and to express my sympathies. I don't believe I have any more pull with Velocity Micro than you do, and I really had not intended this blog to become a sounding board for those with customer service issues with VM. I think you're doing everything right: - keep your interactions with them positive, but frequent; - escalate to Randy, and explain your experience in detail; - repeat. As you know, fixing computers is tricky. On top of that, they could easily have parts issues (e.g. waiting for motherboard...) and yours (and mine, and others so frustrated that they post here) may just have been "lemons," a few bad computers out of the many they make. But keep reminding them that's their problem not yours, and insist on names when someone promises to call you. As for any "next computer," my only experience with desktops other than VM is now a few years out of date. I had no trouble with my old Gateway, for what that's worth. I hope this is resolved quickly for you. For me, time for a vacation. I'm actually off to Hawaii (the big island, not Maui), where I hope not to need a computer tech... Lee — I’m happy to post your comment here (I still get VM readers on occasion), and to express my sympathies. I don’t believe I have any more pull with Velocity Micro than you do, and I really had not intended this blog to become a sounding board for those with customer service issues with VM. I think you’re doing everything right:
– keep your interactions with them positive, but frequent;
– escalate to Randy, and explain your experience in detail;
– repeat.
As you know, fixing computers is tricky. On top of that, they could easily have parts issues (e.g. waiting for motherboard…) and yours (and mine, and others so frustrated that they post here) may just have been “lemons,” a few bad computers out of the many they make. But keep reminding them that’s their problem not yours, and insist on names when someone promises to call you.
As for any “next computer,” my only experience with desktops other than VM is now a few years out of date. I had no trouble with my old Gateway, for what that’s worth.
I hope this is resolved quickly for you. For me, time for a vacation. I’m actually off to Hawaii (the big island, not Maui), where I hope not to need a computer tech…

]]> By: Lee http://powersunfiltered.com/2007/02/11/growth-part-one-growing-pains-at-velocity-micro/comment-page-1/#comment-21242 Lee Thu, 29 Mar 2007 01:28:04 +0000 http://powersunfiltered.com/2007/02/11/growth-part-one-growing-pains-at-velocity-micro/#comment-21242 John, the posts on “Powers Unfiltered” were quite interesting because I’m currently going through a similar situation. However, I’m not getting the same results as you, Chad, and Reggie. My computer has been at VM since 2/22/07, and the last contact I received from them was on 2/23/07. I’ve called myself on 3/7, 3/16, 3/20, 3/22, 3/26, & 3/27. The responses I received have been: 1. Still working on it., 2. “Waiting for motherboard from manufacturer.”, 3. “Received motherboard.”, 4. “It’s all set. You’ll have it by 3/26.”, 5. “It’s still on the bench. Last note says, No video out. I’ll have the tech call you.”, 6. “I talked to senior tech. He’ll says he’ll call you”. Yesterday, I also sent a long email outlining history of computer problems and including a plea for help to Randy Copeland. It’s now 9:23pm on the 28th in Virginia, so I guess there will be no communication from VM today. I bought my VM for the same reasons you guys did. It had great reviews, exceptional support, quality construction. It seemed well worth the extra money. Granted, from all the glowing reports on this company and their machines, I probably got a lemon, but…like Chad, I really want to be a believer. I started crashing in the first 6 months. They had trouble finding a tech to service me in Maui. I had to use the computer in short spurts for months to avoid overheating. They finally found someone to help in my area. That fix lasted for a short period of time. Back to monitoring the heat level. It started to self-destruct in November 2006, and finally died on 2/17/07. I know it’s old in computer lives (received it in June 2004), but, I’ve had very few periods of expected performance from this machine. I also know I’m female and 60 years old, but I’ve owned computers since 1986 while I was in college (graduated summa cum laude in 1991). I’ve successfully replaced almost every component in a PC over my history. I was Chief Financial Officer for a high-tech firm for over 4 years and the tech’s used to come to me for help with PC’s. (They were Mac based. My accounting department was the only one with PC’s.) So, I’m not an idiot or a nubie. I understand the problems with Vista, but shouldn’t that be diminishing by now? All I want is my computer back in good working condition. It seems you guys with bigger resumes are getting better service than the average Joe/Josephine. Can you put in a good word for me? If not, can you recommend a good choice for my next computer? Lee John, the posts on “Powers Unfiltered” were quite interesting because I’m currently going through a similar situation. However, I’m not getting the same results as you, Chad, and Reggie. My computer has been at VM since 2/22/07, and the last contact I received from them was on 2/23/07. I’ve called myself on 3/7, 3/16, 3/20, 3/22, 3/26, & 3/27. The responses I received have been: 1. Still working on it., 2. “Waiting for motherboard from manufacturer.”, 3. “Received motherboard.”, 4. “It’s all set. You’ll have it by 3/26.”, 5. “It’s still on the bench. Last note says, No video out. I’ll have the tech call you.”, 6. “I talked to senior tech. He’ll says he’ll call you”. Yesterday, I also sent a long email outlining history of computer problems and including a plea for help to Randy Copeland. It’s now 9:23pm on the 28th in Virginia, so I guess there will be no communication from VM today.

I bought my VM for the same reasons you guys did. It had great reviews, exceptional support, quality construction. It seemed well worth the extra money. Granted, from all the glowing reports on this company and their machines, I probably got a lemon, but…like Chad, I really want to be a believer. I started crashing in the first 6 months. They had trouble finding a tech to service me in Maui. I had to use the computer in short spurts for months to avoid overheating. They finally found someone to help in my area. That fix lasted for a short period of time. Back to monitoring the heat level. It started to self-destruct in November 2006, and finally died on 2/17/07. I know it’s old in computer lives (received it in June 2004), but, I’ve had very few periods of expected performance from this machine.

I also know I’m female and 60 years old, but I’ve owned computers since 1986 while I was in college (graduated summa cum laude in 1991). I’ve successfully replaced almost every component in a PC over my history. I was Chief Financial Officer for a high-tech firm for over 4 years and the tech’s used to come to me for help with PC’s. (They were Mac based. My accounting department was the only one with PC’s.) So, I’m not an idiot or a nubie.

I understand the problems with Vista, but shouldn’t that be diminishing by now? All I want is my computer back in good working condition. It seems you guys with bigger resumes are getting better service than the average Joe/Josephine. Can you put in a good word for me? If not, can you recommend a good choice for my next computer?

Lee

]]> By: john http://powersunfiltered.com/2007/02/11/growth-part-one-growing-pains-at-velocity-micro/comment-page-1/#comment-19127 john Thu, 15 Mar 2007 23:32:38 +0000 http://powersunfiltered.com/2007/02/11/growth-part-one-growing-pains-at-velocity-micro/#comment-19127 Randy -- your comments and participation here are always appreciated. These sound like great steps (I'm taking notes as we expand at Digipede as well), and I wish you and your team all the best. My replacement system from Velocity works great, and I appreciate your continued interest in direct feedback. Randy — your comments and participation here are always appreciated. These sound like great steps (I’m taking notes as we expand at Digipede as well), and I wish you and your team all the best. My replacement system from Velocity works great, and I appreciate your continued interest in direct feedback.

]]> By: Randy Copeland http://powersunfiltered.com/2007/02/11/growth-part-one-growing-pains-at-velocity-micro/comment-page-1/#comment-19110 Randy Copeland Thu, 15 Mar 2007 16:51:52 +0000 http://powersunfiltered.com/2007/02/11/growth-part-one-growing-pains-at-velocity-micro/#comment-19110 Just to keep up, I've been in contact with both Reggie and Chad, who know each other and are friends. Both have their systems now and are on the road to recovery. I really appreciate the direct feedback, and it's been a big help with some of the decisions we have had lately. I wanted to point out a few additional changes we announced Tuesday in the press: -- We have announced a brand new 8000 square foot support and repair center that will open in May. The new facility is directly accross the street from our current operation and will allow us to better stay in front of support needs as we expand. It will also have a dedicated shipping team and expanded phone system. -- We launched our industry-first "Conceirge Desk" program Tuesday. It's a support option answered not by sales or tech, but by customer advocates that can be involved with any issues a customer may need additional help with that are not being met. If the tech lines are busy, a conceirge will answer, take a message, and literally follow up with tech (who are based in the same area) until the call is returned. They can get a salesman on the phone with you, or accounting, or shipping, or track down any answer you need. They understand honestly is key. Fun fact, we only hired hotel front desk staff for this position, because they had such good people skills. We are very proud of the program! -- Besides the previously mentioned new shipping manager, I also created the position and hired a Vice President of Operations, Brent Stanton, who has previous experience at Dell and Circuit City. -- Lastly, we wanted to make sure we were not missing out on great tech candidates, so we increased the base rate for new hires by 25% on Tuesday. I don't want to miss out on talented people to save a little money. We all know that the best people are worth the money they earn. Hope this followup give you a sense of the commitment I am making to continue our capabilities focused on the ultimate customer experience. Randy Just to keep up, I’ve been in contact with both Reggie and Chad, who know each other and are friends. Both have their systems now and are on the road to recovery. I really appreciate the direct feedback, and it’s been a big help with some of the decisions we have had lately.

I wanted to point out a few additional changes we announced Tuesday in the press:

– We have announced a brand new 8000 square foot support and repair center that will open in May. The new facility is directly accross the street from our current operation and will allow us to better stay in front of support needs as we expand. It will also have a dedicated shipping team and expanded phone system.
– We launched our industry-first “Conceirge Desk” program Tuesday. It’s a support option answered not by sales or tech, but by customer advocates that can be involved with any issues a customer may need additional help with that are not being met. If the tech lines are busy, a conceirge will answer, take a message, and literally follow up with tech (who are based in the same area) until the call is returned. They can get a salesman on the phone with you, or accounting, or shipping, or track down any answer you need. They understand honestly is key. Fun fact, we only hired hotel front desk staff for this position, because they had such good people skills. We are very proud of the program!
– Besides the previously mentioned new shipping manager, I also created the position and hired a Vice President of Operations, Brent Stanton, who has previous experience at Dell and Circuit City.
– Lastly, we wanted to make sure we were not missing out on great tech candidates, so we increased the base rate for new hires by 25% on Tuesday. I don’t want to miss out on talented people to save a little money. We all know that the best people are worth the money they earn.

Hope this followup give you a sense of the commitment I am making to continue our capabilities focused on the ultimate customer experience.

Randy

]]> By: Chad A. Johnson http://powersunfiltered.com/2007/02/11/growth-part-one-growing-pains-at-velocity-micro/comment-page-1/#comment-18719 Chad A. Johnson Fri, 09 Mar 2007 15:36:28 +0000 http://powersunfiltered.com/2007/02/11/growth-part-one-growing-pains-at-velocity-micro/#comment-18719 Thank you, John. I hope my previous comment didn't come across wrong. I just am experiencing a lot of frustration and disappointment. I really thought I had stumbled on a great up-and-coming company that would build me a machine to make me the evny of all my friends. I have emailed Randy and outlined my experience in detail so that he can determine what went wrong. After reading his comments on various blogs, he reminds me of where Michael Dell and his company were before they got so big that the average consumer can get lost. I would love for my confidence in Velocity Micro to be restored. Great posting by the way. Your take on Velocity Micro's rapid growth, and not their business model, as being the root of your issue seems to be spot-on. Thank you, John. I hope my previous comment didn’t come across wrong. I just am experiencing a lot of frustration and disappointment. I really thought I had stumbled on a great up-and-coming company that would build me a machine to make me the evny of all my friends. I have emailed Randy and outlined my experience in detail so that he can determine what went wrong. After reading his comments on various blogs, he reminds me of where Michael Dell and his company were before they got so big that the average consumer can get lost. I would love for my confidence in Velocity Micro to be restored.

Great posting by the way. Your take on Velocity Micro’s rapid growth, and not their business model, as being the root of your issue seems to be spot-on.

]]>