Memory Express Computers Calgary North East — Attraction in Calgary

Someone in my place after recent visit to ME would probably have ranted out and given a 1 or 2 star rating. However I don’t believe in outbursts. Let me detail my experience over the years. I have had in past fixed hard drive on a toshiba laptop in 2006. Then an Asus laptop I bought there. Always Great Experience. Then I got my custom system built with Ryzen 1700X Gigabyte Aorus Gaming K7 back in 2016 sometime when it had all come new and ryzen was making waves. I dont play video games but needed a solid system for office business work. 3.5 TB of SSD, Noctua D15, ROG Strix 1070 with Platinum 850W power and 32GB Ram. MEx was my main component purchase place and finally I got them to setup everything. Absolutely fantastic service, great people and I was very happy. Desktop ran fine until about 10 days ago I saw just a black screen. Tried all and it was black screen on login. No logo. No Bios. Nothing. Computer would run and go into some sort of loop and nothing on monitor. Gigabyte tech said may be DRAM and CPU are not connecting. Take it to MEx. I took it.

They did tests and said need to change Mobo and CPU both as our tests ran fine on Ram and GPU. I changed them. B550 was their recommendation. Same issue persisted (black screen often and absolutely no access to Bios with any methods). I also lost other connectivity options as Asus B550 X570 wifi II was inferior mobo to older aorus. So we changed to Aorus Aero G 570X. Ryzen 580X cpu. Same issue persisted on and again I could not logon to boot menu either. This time the Red VGA light was always on despite everything else being normal. I had brought system home, ran it all day and kept researching.

And suddenly, I stumbled upon a forum where a system owner mentioned Firmware Update of ASUS GPU from 1.2 to 1.3/1.4 compatibility of Display Port. So I called Asus tech. And they said yes since your Asus had new Ge Force update sometime this year, the firmware also needed an update. Nobody informed me. Nobody was aware. And a lot of people changed their GPUs or Mobos & CPUs I guess. But most important question to me was - WHY MEx Tech NOT know about this? That; first during routine component tests, the display port or hdmi cables and also should be tested and looked into; whether all the connectivity components have firmware and drivers in order & updated. Logically this should be normal procedure.

I do all driver updating myself but had no clue about this small unknown firmware update. The 4K Asus tuf monitor was DP 1.2 version. Cable was 1.2. & GPU was also 1.2 DP version. But the GEForce software update which happened automatically sometime in last month (set that way in my system so I dont know exactly when it updated itself) had changed in the GPU something that caused its failure to connect with DP. And yes MEx Tech also got to know that HDMI was working fine but not DP.

So I fixed the firmware. And lo and behold - the Red VGA light was gone. Everything was normal. Boot was fine, I was able to logon to boot menu also normally. I F-Realized that I had no need to change CPU & MOBO.

I did not get mad at MEx. I called and talked to Ryan; explained him situation that I basically had no need to upgrade my system and spend another $800-$900. This was like an experiment. But No I did not get mad. Because MEx is MEx. They worked hard to help me out. They always do. They are very honest too. Peter CS & Mark my tech guy was super helpful in two days of my calls. This place is still an example of great service, quality people and just overall pleasant experience.

The $800-$900 spent on this desktop has not gone waste at all. I got a new better faster system now. I don’t regret this experience. I am expecting next time MEx will add the testing of Firmware as standard on their hardware test sequence so that others dont have to change expensive parts for something small. I consider it a very small and unique oversight or lapse perhaps. Thats all. Again - A Big Thank You To Memory Express. You guys are the best in town. Im always going to recommend Memory...

NOTE: 5 STAR REVIEW IS FOR MEMORY EXPRESS

What follows is a warning regarding Acer products.

Re: Acer Inc

Buyer beware!

I bought an Acer Nitro 5 laptop from Memory Express. I used it for a week. As recommended by the manufacturer I allowed the battery to completely discharge with the intention of recharging it to full capacity. Unfortunately, when I went to recharge it, the recharge light indicated an issue. It would not recharge. I contacted Acer.

I spent the better part of a day trying to get help from Acer chat agents. When I eventually found the chat feature to talk to a Support agent, I explained the story and then my chat was dropped. I had to connect again and explain the story to another agent because he could not connect me to the original person I was chatting with. The second Agent had me do a lot of tests and checks before resulting to telling me I had to send my laptop in. Against my better judgement, I agreed to mail it to them for repair. I didn’t have much choice otherwise anyway. (Wrong! I could have and should have returned it for a different brand) I was really regretting my purchase at this point, even though I have always owned Acers without issue.

A weigh bill was sent to me to return the lap top along with instructions on how to send it back. I followed the packing instructions and returned the laptop to Acer. A couple days later I was informed that the lap top screen had ‘arrived’ broken, following by an email saying it was “Customer Induced Damage”. Pictures sent to me indicate the box was completely undamaged, and it clearly looks like it was dropped on the corner of the screen, probably during the removing of all the bubble wrap and the individual is not taking responsibility for the incident. Regardless, they accused me of damaging the laptop. I have a witness that saw that lap top prior to it being wrapped and put into the shipping box so the damage did not occur here.

I have spoken to a few Customer Care agents who escalated me up to Corporate Care and they refuse to see the actuality of what happened. The box arrived undamaged, so the damage most likely did not occur in shipping. If I did not send it damaged, and the box was undamaged, the damage most likely occurred in Acer Inc’s hands. They keep saying ‘the damage did not occur here’ or ‘we do not know where the damage occurred’, but refuse to see common sense. Regardless they are standing behind their statement that it was “Customer Induced Damage”, as such they request I pay $700+tax to repair it. The lap top retails at around $1200.

Naturally, as I did not break it, and it either happened in the hands of their courier or themselves, I am refusing to pay it. They ‘magnanimously’ offered to reduce the repair cost to $250+tax to repair/replace damage they or their courier partner caused. The say the ‘cannot’ replace it or repair it otherwise. This is erroneous. They WILL NOT. There is a distinct difference between cannot and will not. As such, I am making this publically known to anyone that is considering purchasing Acer products. They do not care about you, or their own integrity. They are a billion dollar company with no respect for the hard working people that have to squeeze their pennies just to have a decent lap top.

Think twice before you purchase from Acer. Make sure you have your ducks in a row. Take photos and videos before returning anything to them. Check into what happens if you ship something to them and it arrives broken. Did they insure it? Get your laptops repaired locally by the store you purchased it at if you can. In my case Memory Express who had I checked with first, would have offered to deal with the repairs through Acer if necessary and all this heartache could have been avoided. The 50$ diagnosis charge is ‘insurance’ worth making sure it doesn’t get damaged in shipping. You also won’t have to deal with unreasonable customer care agents. Photo for reference

p.s. Memory Express will be working with me to help me out despite the issue being completely unrelated to their...

I usually go to north west but because of stock I had to go here. This was my experience. I purchased a second gpu for my computer and took it home, realized I'd be unable to install it myself and called memory express, they offered to do it for me by reorganizing my case. They quoted me 2 hours because I also decided to swap out the power supply. When I dropped it off the guy took down notes of everything I needed them to do including the basic upgrades of my drivers and Configuration of the 2 graphic cards working in SLI. These notes are in my invoice. The same day they call me back and tell me that they are unable to fit my second graphics card in (even though they assured me there was enough room). He adds that for an extra half hour charge (25$) he will be able to drill out parts of my hardrive bay and fit it in. I just say that's fine because I can understand these things can't always be guesstimated on the spot.

So the next day I'm told it's all good to pick up, it's been stress tested and all the drivers are upgraded and running.

I go to the store to pick it up, and "Anthony" boots up my pc to show me it's all good. When he boots it up I ask him to confirm for me that the drivers are updated, and that sli is configured. So he opens up the drivers software and it shows that my drivers are yet to be updated. Anthony apologizes and consults the tech. The tech "Luke" comes out and sees that it's not updated. At which point he goes to the drivers website and starts updating it infront of me. All while exclaiming to me that "it's ok" and it's all been done correct. At this point Im upset my times been wasted and I mention that I should not be charged that extra 30$ because they clearly didn't do all they said they had.

Anthony was very polite and helpful as he told me he didn't have the power to make that happen but he agrees that they shouldn't charge me for services not rendered. Then Anthony talks to the manager, and the manager steps in the back with Luke and Anthony. They make me wait for 40 mins, while I can hear them arguing in their repair area, and all the other customer soltion reps are visibly uncomfortable and even made jokes about how uncomfortable the situation was. After 40 minutes Anthony comes out and says "hey sorry we didn't update your driver like we said but we still need to charge you that extra 25$".

Once I explained to Anthony that I refuse to pay for services that weren't provided and I'd be happy to talk to the manager myself. I also pointed out the disregard for my time that their conduct showed they finally dismissed that 25$ charge. Which I'm grateful for but the way the manager SPECIFICALLY treated the whole situation was absolutely absurd. i understand you're busy, but your store made a customer wait for an hour, after you told them their product was ready. After a 30 minute meeting you tell them, "hey we're sorry we didn't do what we were supposed to, but you still need to pay full price".

I dont believe any of the customer service clerks were at any fault in this. just the manager and the repair staff. Thanks for your "service" guys, hope you treat the...