Ascendtech

I called and ordered a custom-made computer from a person named Jim from this company. I put $566.89 on my bank debit card. When the PC came, it was well-packed. The boxes were fine but the PC case was dented. I called and paid to send it back and they sent another PC. I opened the box and hooked it up but it would not turn on. I got blue screen windows that can't start.

I called Jim who wasn't too nice. He helped me get the PC to turn on. After that, I left it on and went into other room to start dishes. When I came back, the PC was off again. This unit did this at will and it was not set up for power saver (I checked). I tried to play a game we installed but all the colors were weird. For the few days that it was in our home, it randomly shut off.

I called them, paid again to send it back, and all they would put back into my account was $433.27. They claimed that nothing was wrong with the PC and that was their price for a re-stocking fee. They also failed to send the computer I ordered because it was missing the third fan.

On 04/25/2011, I placed an online order (order number **) with AscendTech, a vendor located in Willoughby, Ohio, for a custom computer system. The order included the system price of $820.74 and shipping and handling of $41.18 for a total of $861.92. The order shipped on 05/02/2011 by FedEx, in a single box weighing 18#. The order was received and, upon opening and attempting to power up the system, it began to do a series of beeps. As a computer technician of over 30 years, I have dealt with issues like this before. When I looked up the motherboard's manufacturer troubleshooting guide, for the 1 long beep and 8 short beeps code, it stated that this indicated a video card problem. I called AscendTech and spoke with "Steve", who said for me to try to reseat the system memory.

When I explained that the motherboard's manufacturer troubleshooting guide had said that the issue was with the video card, he said it was his "experience that those guides were not reliable and that it was probably a system memory problem" and that I should reseat the memory and try again. So I opened the system up per his directive and reseated the memory, but the system beeped again. While the system was open, I noticed that the video card was not properly fastened at the time AscendTech personnel put the system together. It was neither screwed down at the system rear nor was it properly clipped into the PCI-E slot at the front. (Pictures showing this were taken before proceeding). When I properly seated the video card and clipped/screwed it into place, the system would not even power on at this point. No beeps, nothing. So I pulled the card completely out and tried powering up again, and we were back to the beeps.

When emailed Steve about this, I told him that I suspected that the loose video card, which had not been properly installed by AscendTech personnel, had raked over the motherboard during shipping and had damaged either the motherboard, the video card or both. I also told him that the power button on the system was sticking, and that the computer case was made of extremely thin metal and had bent at the back support rails, probably due to the video card. Steve emailed back that they would send a RMA for the item and that return shipping was my responsibility! When I complained that since the damage to the system was not my fault but AscendTech's, and I did not feel it was right to be charged for return shipping, he said that this was their policy. When I replied several times, even asking his to reconsider and to ask his supervisor, I received an email from "Val" (supervisor) stating that it was "their policy to not refunding shipping."

I can see this policy as being just and even needed when it comes to manufacturer defects that are beyond the control of AscendTech or return from customers who ordered something wrong, again beyond the control of AscendTech. But this is clearly a case where AscendTech's own people caused the problem. I sent the system back per the RMA, paying $55.85 to send it with tracking and insurance, per AscendTech's request, on 05/20/2011. Tracking confirmed receipt by AscendTech on 05/26/2011. As of 06/01/2011 my credit card still had not shown a refund to be issued, so I emailed Steve. He wrote back saying the credit was issued on 05/28/2011.

On 06/02/2011 the credit, minus shipping, was showing on the cards account, dated 05/31/2011. Since this whole episode was caused by the failure of AscendTech's personnel to properly assemble the system, which caused the damage and forced the return of the system at my expense, I feel AscendTech should refund both the original shipping of $41.18 and the return shipping of $55.85. I am out the original$41.18 shipping and the return shipping of $55.85 even though it was their fault!

I ordered a motherboard/CPU combo for my business customer whose computer's motherboard died. Ascendtech advertises shipping is within one business day of payment (paid at time of ordering). Shipping did not take place until a week later even though the item was marked as shipped the next day after payment was received. I emailed them for information, but their only response was that it will be checked into, but never was gotten back to until they sent a UPS tracking number a week later. It took another week to get to me and by that time, I lost my customer who was waiting for the board. Ascendtech didn't offer any explanation as to why there was a delay in shipping and didn't offer to send it via expedited shipping (would have even paid for that) when it was obvious there would be a delay in shipping.

I ordered a new motherboard from Ascendtech on 12/16/2009 ($40 plus $10 shipping). After installing it, the PC would lock up after 2-3 minutes. I assumed I had another problem with something else in my 2004 Compaq PC. It took me 6 weeks and an additional $125 (new hard drive, new power supply, new CPU, and a restore disk) to find that the problem still existed. After much hair pulling, I just happened to catch a reflection off the CPU socket and noticed 5-6 bent pins.

I am in the process of trying to get Ascendtech to replace the motherboard. They said that since the 30 days have passed, they will not replace it. I said that it took me 6 weeks to troubleshoot the problem, and they should stand behind their products. Then they claimed that I did the damage. Well, I know how to properly handle a motherboard, remove, and install a CPU. I use a static wrist strap and the best silver thermal paste (irrelevant to this motherboard problem but demonstrates my care and knowledge of PC repair).

I wish I would have done a search of Ascendtech complaints before handing over my money to them. There are sure a lot of us, unhappy folks out there, who are not happy with Ascendtech.

Items on their page are recertified and they do not make mention of it. The mention is in the fine print only if you clink on another link that states terms.