12-22-2018, 08:26 AM
iBuyPower did respond in a Twitter thread to this particular incident and they apparently issued a personal apology to the staffer who did the secret shopper. Of course this only comes after a widely subscribed to YouTuber puts a video out so you'll have your typical PR damage control. The next episode comes out next week I think where they do the overall results. They are considering doing a follow up as well where they reach out to each company and get their response to the documented experiences. I would be curious to see what iBuyPower says in this particular case on record.
There was actually a similar experience with one of the other companies (I'd have to go back and rewatch it since I don't remember which it was -- I *think* it was Origin) when the woman tried to call to order a PC. The customer service rep wouldn't even make a recommendation to her on what to buy and just pointed her to the website to let her custom configure a computer when she knew nothing about the components and which is which and why you would want one or another. It could just be the case their target customer is a computer enthusiast and not soccer mom who knows nothing trying to buy a gaming computer for her child.
There was actually a similar experience with one of the other companies (I'd have to go back and rewatch it since I don't remember which it was -- I *think* it was Origin) when the woman tried to call to order a PC. The customer service rep wouldn't even make a recommendation to her on what to buy and just pointed her to the website to let her custom configure a computer when she knew nothing about the components and which is which and why you would want one or another. It could just be the case their target customer is a computer enthusiast and not soccer mom who knows nothing trying to buy a gaming computer for her child.
Too many games to fit in signature....