Chris Lanier's Blog

Man I wish I could agree with this article.  I’ve been following the whole cablecard thing for almost 2 years.  I saved every cent I could once I found out I would have to buy a complete machine in order to get the OCURs.  I’ve always been a DIYer, so I put a lot of thought into who I was going to purchase this through.  I finally went with Velocity micro for both the price, and the fact that they put it together from other people’s parts just like I would.  Anyway, let me list a few thing you should know about before you order from them:

1. When I placed the order it took longer than the estimated date said.  In fact, they didn’t even start on it until a few days after that initial 3 week waiting period.
2. They said my order was on hold until a credit card issue was resolved.  They had me just through a bunch of hoops with my credit card company just to find out it was just a “oops” on their side.  So my order was delayed because of their goof.  
3. When I finally got the machine, they had only included one of my two cable card readers.  The cards were the only reason I ordered the machine in the first place.  I called them on a Monday, and they said they forgot it in the building process, they were not on back order, and my second one would be over-nighted to me and it should be there “early next week”(it’s Monday today remember).  I then spoke to a manager and talked them into sending it overnight the following morning so that I would get it in 2 days instead of 7.
4. When I got my second occur, they forgot to send the “card to motherboard” usb cable (mine were both internal).  They said they would over night it to me.  A week later, I still don’t have it.  Lucky for me the card also has a USB-B plug on it, so I’m using my printer cable to make the card work until the correct cable comes in.
5. They did not include the restore dvd like they said they would.  Instead I got an OEM version of vista (which is fine), with a custom made DVD driver disc loaded with windows XP drivers.  Which isn’t really a problem since I know how to download drivers.  That is until you try and download Intel’s VIIV drivers for vista (1.6).  You can’t.  You have to get them from your manufacturer ONLY.  I called VM, talked to their tech support and got the “I’m sorry, I can’t help you, I don’t know” response.  I know Intel’s VIIV isn’t really worth much, but I paid for it, and so I wanted it.  After a lot of tinkering, I was able to use part of Dell’s XPS 410 drivers (since they are the same mobo) and get 1.6 installed (no help from VM on this).  
After this it was smooth sailing.  Except for the fact that I had to schedule a second appointment for my cable company to deliver the cablecards(which cost me an extra $20).  I contacted VM and informed them of my experience with them, and asked if they would like to do anything about it to try and make it better…..nope.  They didn’t.
It’s funny because they mention all over in the manuals and advertising that they double check everything and they even have the tech sign a form putting their name on the line for the quality of the machine.  The tech does not PRINT his name, so you can’t tell VM who it was that built it (even though I’m sure they have that info on file).
So after this whole mess, and since they don’t give a crap about their customer, I feel like it’s my duty to warn you about them.  It’s also important for you to know that my machine is running great.  I took out the 320GB HD and dropped in 2x 500GB sata drives in a RAID 0 and love the amount of recorded tv storage I have, and I also love how it works with my xbox360s.  It can record multiple HD tv shows, while steaming 2 different shows to 2 different xbox360s WHILE watching an HD-DVD….all without breaking a sweat (50-60% cpu load).  However I cannot agree that VelocityMicro makes a good machine, because they don’t really make it at all.  They have their logo on the case, but that’s it.  Everything else is made by a 3rd party.  So since I reloaded Vista myself, they don’t really have any part in my machine running smooth.  Especially with the lack of drivers that they provided (when they are the only ones that COULD provide them in the VIIV case).
Oh yes, one more thing.  If for any reason you don’t like your machine, you need permission to return it.  And if they’re nice enough to grant you a return, be prepaid to pay a 15% restocking fee (no exceptions I was told).  I guess not getting all my parts and tech support that “doesn’t know” about things like drivers, and wanting my money back are not good enough reasons to get permission to return for a refund (or an 85% refund).
/venting

BTW, I didn't notice whatever surprise you mentioned.  Maybe the manuals and wrong driver dvd that came in a neat binder?  The almost personal thank you card(nice touch though)?  Actually, I did get a surprise.  I was surprised to see only one of the two cable card readers I paid for in my new computer.  *LOL… that turns into sad pathetic crying*

Never mind about the surprise, I just realized you said a surprise from anyone besides Velocity Micro.  I'm interested in what that is now.  I'm dying for a reason to like "the little guy" (VM).

Sorry you had a poor experience.  They really had little to do with the delay you are talking about.  That's really on ATI and CableCARDs screwing everyone over.

I'm not sure I understand the comment about them not making the PC.  Are you saying because VM doesn't stamp out PCBs of their own that they don't "make" the machine?

If you would be interesting in returning the machine, let me know and I'll try and put you through with people at VM to help.

Again, sorry you had a poor experience but we have dozens of reports of the opposite.  If there is anything I can do to hook you up with VM let me know.

Hi Chris,

I figured the delay was ATI, I was hearing that all over the place before I ordered it, that alone didn't really upset me, but once everything was said and done I felt it was one of the things someone should be aware of.  Being told it would be 3 weeks before shipping is being very honest for off the bat, but they were later than that - people should know before placing their order that they can't count on that date.  It would have been difference if VM had told me "Hey look, we have everything but this part, it's going to be a bit longer", but they didn't.

And as for them making the machine, all they did for me was screw the parts in the case.  And they even messed that up.  They WAY over-tightened the hard drive screws.  Although I was finally able to get the screws out, I will be unable to use screws on that hard drive again.  But back to my point, I can't give VM credit for how well my machine is running, since I installed new hard drives and then re-installed windows and tweaked the drivers and plugins.  I'm not saying they suck at it, I'm just saying I erased everything they had done and did it all myself.  And no, they don't have to manufacture their own hardware to "make" the machine, but if they didn't install the software I'm running on, then what part did they play except ship me the parts in a case?  If they didn't include a resotre CD that would restore an OS build that they tweaked and configured, or provide driver support, I just cannot give them any credit in the software department.  

And finally, no I do not want to return it.  When I was told they couldn't help me with the driver support (I'm talking about drivers I HAD to get from them and them only), I wanted to return it.  Once I figured out (with help from VM in ANY way)that I could use parts from a Dell driver to fix my problem, I was happy.

I would also like to make sure people understand that I'm not anit-VM.  The truth is, if a buddy wanted me to help him with a setup like mine, with the short list of people shipping duel cablecards, I still feel VM is the best of the group.  I do feel there is a LOT of room for improvement in the customer service\support area.  But since everything else out there is so overpriced, VM is the best choice (of today's choices) by far.  

If I didn't have the need to reformat and reload the OS, I probably wouldn't have any of the software problems, because their build was probably fine.  But if you ever have to reformat, and if Intel is still not letting you download VIIV 1.6 from their site, be prepared for "gee I dunno, you're on your own".

The funny thing is, I see one of the VM VPs on avsforum a lot.  He says VM knows that cable card tuners are what everyone has been waiting for in the media center platform, and he's also aware most of his business is because people can't DIY thanks to cablelabs or whoever you want to blame.  So why leave out the (IMO) more important piece of my computer?  How can that be overlooked when everything is "double-checked"?  And since they messed up, how about helping cover my extra $20 fee I had to pay for my cable company?  I know Dell's cablecard XPS 410 aren't out yet, but I know for a FACT that Dell would reimburse all my shipping charges as a way to make up for an "oops" on their part.  I write this not only because they goofed (I understand that we're all human), but because they won't do anything about it to make an unhappy customer a little less unhappy.

“If you don’t take care of the customer, someone else will” -some smart Velocity Micro Customer.  :-)

correction
" Once I figured out (withOUT help from VM in ANY way)that I could use parts from a Dell driver to fix my problem, I was happy. "