My interaction with Matt is the best customer care experience I have ever had.
Thank you for the opportunity to comment on my outstanding experience with Falcon. In short, you have earned a loyal customer and it is with great confidence I can assure you, all my future computer purchases will be made through your company.
After purchasing a high performance computer from a rival company a few years ago, the years that followed were characterized by shoddy equipment and horrific customer service. I was obviously turned off and resolved not to patronize that retailer any longer, but was concerned about my future computer needs as I’m not the most adapt computer builder. I became aware of Falcon through the G4 network, specifically the program Attack of the Show, where your computers and customer care were highly reviewed.
During my first phone call with a Falcon representative, I informed the salesman that I was only inquiring about possible computer purchases for the future, and did not intend to make a purchase at that time. The time, effort, and personal attention did not diminish in the slightest at my admission and I quickly felt as if I was talking to a friend who just happened to be a subject matter expert and not a salesperson. My decision to come on board as a Falcon customer was very much a result of this first conversation.
In follow on conversations with Mr. Warren Bowdoin, my sales representative, I continued to experience the same attention and consideration. I appreciated Warren not trying to upsell me on components or hardware I did not need. Contrarily, I felt I had to convince him of some of the specific requirements I was asking for which was a refreshing exchange. Again, I experienced top notch professionalism, customer care and personal attention to detail that is laudable and incredibly rare.
My order proceeded as expected; each milestone was on time and on target. Upon arrival, the computer exceeded expectations and I noted the care that went into the packing and shipment of the system. The extra gifts provided with the order were unexpected and made the purchase something extraordinary. It’s a fantastic touch that adds a personalization to the experience that again, assured me I found the right company to support.
Shortly after set up I was reloading backups and installing programs when I hit a snag. Note, that the challenge ended up having nothing to do with the Falcon hardware, but was the result of a third party software provider trying to remap network pathways in an undesired way. Throughout my customer care experience with Matt (I apologize for misplacing his last name) I was continually astounded with the respect and personal attention Falcon provides. Matt made me feel as if my concerns were his own, and he was determined to find not only the expedient solution, but the right one. He took an incredible amount of time troubleshooting with me and throughout the process he never patronized me or treated me as someone who didn’t know there way around a Windows setting or bios screen. While waiting for reboots, our conversations about performance optimization and general computer geek-ery turned what could have been a very frustrating evening into a pleasurable one.
My interaction with Matt is the best customer care experience I have ever had. While I was confident in dealing with Falcon throughout the process, it was this exchange that has earned Falcon my greatest thanks and future consumer loyalty. I am proud to say, I have already recommended your company to several friends and business associates and will continue to do so.
In conclusion, thank you again Falcon for making what can be a very stressful event easy and exciting. While I hope my current Mach V lasts me several years, I know that its successor will be a Falcon.