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Rock Direct.com

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11 Reviews
  • Unhelpful and often unavailable customer services
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    11 Reviews
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      30.04.2011 13:32

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      Ordered a pegasus laptop from Rock several years ago. Graphics processor failed twice in the first year. Repaired OK the first time. Second time round took close to two months to get the laptop back. The laptop was returned to me with the wrong laptop bag (far too big) and with the OS disk missing (I had left this in the disk drive). After several attampts to contact Rock about their mistake, I gave up after being continuously ignored.If you want to keep a loyal customer base, don't lie, keep the customer updated, don't lose their stuff.I will never use rock again and would recommend that you don't either.Nik

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      10.01.2010 04:22

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      Dont buy from Rock

      8 months after purchasing my Peagusus 520 (march 2009) the hard drive failed on my laptop. I returned it to Rock, who informed me it had been dropped. This not being the case at my end i asked for photos only to be shown my laptop had a gapping hole in the side of it. They insisted it wasn't them or the courier. Luckily i had photos of the laptop taken before postage and prooved it was not me who caused the damage.

      With this they decided to offer me hard drive and casing replacment which was what was required (as they "couldn't proove who caused the damage"). However 8 weeks later I still have NO LAPTOP, for a company that sold me a £1200 machine it seems like an utter joke. Everytime I call or email i feel I am treated like a fool. "Sorry sir, I know it's unacceptable but we are waiting for the parts" and "it's out of our hands". I will also note at this point that within two weeks of purchase i discovered that the Blue-Ray drive had failed and had to be replaced.

      I have made requests for reasonable compensation which have been refused as it is "not in the terms and conditions" but I would like to note that in this country trading standards law says that products must be reliable and returned within reasonable time if being repaired. As a university student in time of examinations this is not reasonable time. Anyone reading this I would advise DO NOT PURCHASE FROM ROCK DIRECT CUSTOMER SERVICE AND REPAIRS ARE EXTREMLY LOW QUALITY.

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      06.05.2009 16:21

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      Avoid

      I had a Rock CTX Pro and it was a really good laptop, it was quick well made and I did have a high opinion of Rock right up until the motherboard failed, up to now I have been 8 weeks without a computer. The customer service was really poor, continually being lied to about the status and then having someone tell me I am lucky to have a warranty covered by stone etc etc. Stone bought the company and sell machines under their name, of course you have to honour the warranty, you are not doing me a favour you are doing your job. The CTX Pro is a rebadged high end Clevo, the parts are NOT hard to get hold of.

      Now then after being lied to, told I was a lucky chap, being treated like a fool and being without a computer for 8 weeks I though well what could they do for me to make me a little happier? I asked for a 2 month extension on the warranty and was told.... they couldn't do anything... Avoid Rock, Stone and anything to do with them.

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      13.04.2009 18:28

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      if it doesnt need repairs your probably ok...otherwise your screwed

      spent £2000 on a laptop, endless problems with rock. poorly assembled, had to go back as soon as i got it. same components replaced several times (poor quality perhaps?)
      just after being taken over by stone, returned to get GPU replaced. returned to me without repairs being carried out and lied to, being assured repairs were completed before finally admitting they had returned it without repairs. all they did was reformat may hard drive and lose all my data unnecessarily.
      is back AGAIN to get the gpu replaced, was told on phone "easy job, should take one week), once they got it they told me 3 weeks, now they "dont have any stock" so i who knows when i will get it back.

      repairs on my machine: motherboard incorrectly installed, usb ports unusable (awful Quality control)
      DVD drive broken and replaced (twice)
      graphics card overheating and crashing. was returned for repair, kept for several weeks, sent to the wrong address, then returned to me finaly with "a upgraded graphics card". on inspection, the original one was still in, and i was told i must be mistaken.
      this was just after being taken over by stone.
      i arranged to send it back at xmas, and just before arranging an RMA was told that they wouldn't take on any more repairs for a month"

      it is currently back in their workshop where they claim to not have any stock of graphics card,. though they have told me it only takes the old 7900gtx card, so they need to wait to get them in. they do however have a machine that takes the better 7950gtx card, which im fairly sure my machine will take, despite what they are telling me.

      further more, i am constantly fobbed off with excuses that its somehow all Rocks fault, not the new Stone group to blame, and that somehow they are doing me a favor by offering to repair my machine out of the goodness of their heart....went these insurance backed warranties? so are they getting paid for my repair by the insurance company? I HOPE NOT!

      conclusion: do you relay need a gaming laptop? just build yourself a desktop and be done with these crappy companies.

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      19.12.2008 22:36

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      Bought a Rock Quaddra T64 2 1/2 years ago for almost £1300. Computer has been back and forth for over heating issues over months, repairs slow, left for long periods without a computer.Finally the mother board failed, still under warrantee. Stone Computers, who now own rock cannot repair the laptop and have offered me £346 compensation. They been very difficult to deal with and have consistently been obstructive. I am pursuing this through Trading Standards.Do not trust this company to deliver. I would give both Rock and Stone Computers a very wide berth. I am hoping that the recession sees an end to them for good.

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      05.05.2008 06:58

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      I bought a pegasus 650 from Rock based on their claims of 3 year service and great build quality. I found the reality to be the exact opposite. Hard drive works loose from connectors due to poor design, Keyboard literally fell apart, numerous screws falling out of casing, lid rubs on case causing unsightly scratches. Apart from a new HD bracket (known fault) I found Tech Support just dont want to know. Endless messages to their support site and evasive responses.Conclusions: Build quality poor, Support poor, Yet Very expensive, Avoid!

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      20.08.2007 10:54

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      Rock laptops suck,as with the previous review the repair service is rubbish and the laptop arrives with stuff on it that doesnt even have a compatable software.The repairs (if they indeed do anything) take forever and when they do return they still have the same faultThe worst £1500.00 I have ever spent

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      22.11.2006 15:35

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      Rock Computers need to sort out there customer service...

      For me Rock Computers have always done what they say on the tin and I have been very pleased with the performance. However I have to say that the support and customer service is somewhat to be desired. They always seem to promsie a better deliery time that you actually get. All 3 laptops late were more that 3 days later than promised on the website. Both pc failure turn arounds were longer than promised. Why promise a delivery time and then not meet it. I would much rather be told a realistic delivery time. They also have no speedy service for quick turn around of failures - why not. I would happliy pay for this service as laptop are essential for my business. Come on Rock get it sorted...

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      06.05.2006 23:25
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      Rock Direct, Mobile support - bad service, unreliable products.

      Bought an Rock Direct Extreme Laptop.

      3 breakdowns & returns in 4 months - each return has taken more than a month. They claim that turnaround is faster - but I have never found this.

      Expensive 0870 contact number - I have often had to wait in a queue for 20+ minutes.

      In my opinion, their laptop was badly designed and unreliable. The service is terrible.

      Altough there is a 3 year guarantee - if they cannot repair in a reasonable time - what is the point of making this claim.

      Avoid this group of companies - Rock Direct, Mobile Support - in my opinion - terrible, bad service, unreliable, bad design.

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        07.01.2004 22:55
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        • "Unhelpful and often unavailable customer services"

        Recently I bought a Quaddra DTS from Rock Direct as I wanted the power of a desktop and the portability of a laptop. This machine seemed to deliver both (512MB RAM, 3GHZ processor, 128MB video RAM), but since I placed the order I have had an abundance of problems both with the laptop itself and the customer service at Rock Direct and its technical support department, Mobile-Support.net. First of all, the order was delayed by about 3 1/2 weeks after the advised delivery date, which was a problem for me as I was left without a computer at university for 3 weeks. Since then there have been several minor problems with hardware conflicts which I have been able to sort out myself. Yesterday, however, a corrupt DLL in the windows folder stopped the machine from starting up past the select user screen. As I have had several computers in the past suffer from similar problems, I booted off the Windows XP recovery disk provided by Mobile Support, intending to repair windows. Without any prompts or warnings whatsoever, the disk formatted the C: drive and started to reinstall windows. There was nothing in the documentation or on the disk itself that indicated the disk would format the C drive and as a result I lost a year's work and 3 years of family photos. With little or no help from customer support, which I will come on to in a second, I had to reinstall windows and all the drivers myself. This done, I set about installing some essential applications such as winzip, and Microsoft Office. During a reboot after the installations, the computer stopped responding. It will now not turn on at all, appart from an occasional blink from the harddrive read light. I now have a very expensive but equally useless piece of plastic and metal sitting on my desk. Throughout this episode, Mobile Support customer services and technical support were absolutely no help whatsoever. After having queued for 15-20 minutes just to reach a representative, I was told that the Reco
        very CD was meant to "recover" my system to the state it was in when it was delivered to me. He was quick to tell me that the terms of the contract stated that they accepted no liability for any loss of data, and therefore he would do nothing to help. My entire experience with Rock Direct has made me wish I had never wasted my time or money on them. Their systems may be top of the range, but so they should be for the prices they are asking, and if anything goes wrong, you will quickly get the feeling you are up **** creek without a paddle. As another reviewer said, Evesham provide top quality systems with customer service levels that are, in my opinion, beyond comparison.

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          26.06.2001 23:08

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          I've recently ordered a new laptop after spending an age looking round for the best deal. I finally settled on a Sigma Si from Rock Direct which has won a number of awards in recent magazine tests. My normal experience of PC retailers has been mixed with only Eversham providing me with a reasonable service level to date. So expecting the worst I emailed my order of to Rock. Well what a surprise, not only were they quick but went out of their way to accomadate me in every department. Service was quick, emails were answered within the hour and the guy at the end of the phone pleasent and knowlegable. The order was confirmed the paper work sent out arriving the next day. All in all a high level of service. My laptop is due to arrive shortly and if it performs as well as it's sale's staff I'll be more than pleased. So thumbs up and if your looking for a PC check these guys out.

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