New computer issue, repair nightmare
Update: I received my computer back. VM decided to use a card in stock instead of waiting on the vendor to fill the warranty request. Tested my computer and it's working like a dream. It's what I was hoping for when I made my order. I just wish I didn't have to go through the repair period that was less than ideal. Computer 5 stars. Support/ communication, not so much. Original review below: If you send your brand-new computer in for repairs because they shipped you something that had issues within the first month, you've no guarantee of a worst-case time frame before you receive it back. It's been over two weeks since VM submitted an RMA for my video card. I've sent them my computer, and after asking for an update, I was informed "We are currently working with the manufacturer of your Video card on a solution or RMA. At this moment, no resolution has been made." Concerned, I asked if they have some kind of support plan/process/guard rail in place in regards to time, or are they unable to even say I'll get my computer back within the next month. They have since gone silent, not giving a response since I last posed the question on what is now 3 of their working days (they don't provide support over the weekend). I'm really regretting not seeking a refund when I first reported an issue (refunds only available within the first 30 days). Current support case 32902.
By David W.
Response from Velocity Micro· Mar 2, 2026
First, I want to apologize for the frustration this has caused. When you purchase a brand-new system, you expect it to work flawlessly, and if something goes wrong, you deserve clear communication and a defined path to resolution. In your case, the delay stemmed from working through the manufacturer’s RMA process for the replacement video card. That said, we recognize that waiting without a firm timeline is frustrating, especially when it’s your primary system. As we communicated earlier today, we have opted to install a new card rather than continuing to wait on the manufacturer. That replacement has been installed, and is currently going through final stress testing to ensure everything is 100% stable. We expect your system to ship back to you tomorrow. Regarding communication, you should not have felt left in the dark. Even when we don’t yet have a final answer, you deserve proactive updates, and we’ll be reviewing this internally to tighten up that process. We appreciate your patience, even though we know this hasn’t been an ideal experience. Our goal is to get your system back to you quickly and in perfect working order so you can enjoy it the way it was intended. If you have any further concerns, please reach out directly.