Customization Options
Clicking through to "Customize Now" presents the list of configurable options, which are fairly standard across the different platforms. The options list could be overwhelming at first, but they provide a link to Live Chat as well as a telephone support number. Component choices are quality items. A number of customization areas stand out to us. Automotive paint finishes are possible, as is common with high-end boutique systems, but interior and trim painting is also available, which is not widely offered. Water-cooling on both the CPU and GPU(s) is offered, along with side window fans, CPU, GPU, and Memory overclocking, as well as "Windows Boost" which disables and tweaks non-crucial OS services.
All of these are great options for customers in this price range, and this is precisely the kind of customization we often refer to when suggesting what people are looking for in a high-end boutique system builder.
Speaking of customization, there's nothing worse than not having enough information about an upgrade to make an informed decision. What does it actually look like? What kind of benefit will I really receive? These questions often go unanswered by poorly implemented or lacking "More Detail" links on ordering websites. Not so at Digital Storm. Observe some examples:
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They provide detailed, high-resolution photos of not only the product, but also the system with the product installed. They also give details on installation, simplistic comparative ratings of the amount of "Cooling Power", and the noise level difference between options. This purchasing system should be a model for all other suppliers.
Some of the upgrades are rather pricey, while others are positive bargains, such as CPU overclocking (air) for $45 and internal memory card readers for $13. The overclocking options, in particular, are where customers can derive a lot of added value while incurring no risk since they are under warranty. While the CPU and GPU options are great, we're a little disappointed that a memory boost is $55 and only available with a fan kit installed. We'd like to see both a cheaper memory overclock option without the kit, and discounted bundle options (e.g. both CPU and GPU).
Digital Storm also allows customers to purchase a selection of games that will be preinstalled, updated, and tested on the system prior to shipping.
Other boutique vendors offer this service too, and we think it's great for gamers who can immediately fire up favorite games upon delivery and start enjoying their new system. Warranty coverage is 3 years, parts and labor, with lifetime technical support. Prominently featured is a video displaying the "Digital Storm Difference".
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This insight into the build and test process (including the "72-hour" stress test performed on every system: 24 hours focusing on CPU, 24 on GPU(s), and 24 on memory) is pretty cool. However, it's not a substitute for actually seeing evidence that your specific system underwent this testing. The binder provided by Digital Storm (shown later in this article) does include a signed "Certificate of Ownership" and a generic quality checklist, but it does not bear any resemblance to the sheet shown in the screenshot above with tester checkmarks against items and real numbers written in for system performance checks. We feel copies of these sheets should be included in the binder. Also, as we've said in other articles, having a few actual performance numbers provides the consumer with a baseline of how their system operated when it was built.
A brief list of Pros and Cons regarding the website layout and content is as follows:
Pros
- Website easy to find
- Good array of component choices
- A large number of unique, customized options available
- Fantastic descriptions of cooling options and other information
- Prominent support information
- Shipping calculator and fairly reasonable rates
Cons
- Pricier than some other suppliers
- A couple of website quirks
- Owner's binder could be improved with a few more additions
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MustWarnOthers - Thursday, May 28, 2009 - link
I used to be an employee at this company, and I would like to warn any potential buyers about the business practices that I had witnessed while working for Digital Storm.This company is notorious for providing their customers with false information and shady business practices. I have heard of many instances where the CS Reps were ordered to give out fake tracking numbers to appease clients who expected their products to ship within the promised timeframe (8-10 business days, IIRC). Somewhere in Digital Storms building is a stack of free games that came with Video Cards or Motherboards, etc. These are given to the more outspoken customers, but they are products that you, as a customer, have already paid for.
Also be careful about any 'new' products that are promised. When products are returned to Digital Storm because a card or drive doesn't work, they are replaced by used products that have been dusted off and made to appear like new. Granted, things may have changed since I've worked for this company, but the major impression that I got while working here is that customers are only treated well in person or on the phone, otherwise it's all about taking your money. I know for a fact, because I had been ordered to replace new, but defective parts, with old parts that had been ripped off from RMA'd systems. If you send anything back to Digital Storm, expect it to be replaced by a used and cleaned up item.
I can also attest to the fact that Alex is not a real person. Instead, it is a moniker that is used by several different people. I will spare the real owner of this company some embarrassment, and not mention his real name. Just be warned that Alex Brown is only an alias, and asking for Alex Brown may lead you to several different people before you are taken to someone with any real authority in this small company.
So remember, if you are buying from Digital Storm, Caveat Emptor.
DigitalStorm - Saturday, May 30, 2009 - link
I am glad to see the comment above because it reflects the openness of how businesses and individuals now interact with one-another. I do also agree that it is important to hear from not only the business, but from other sources as well.I simply want to add my own comments from a management’s perspective only because not everyone may fully understand a situation and even further, make an incorrect assumption from it.
The reference “fake tracking numbers” was when a package was scheduled to ship, but, never actually made it out, which resulted in an invalid tracking number. However, once the package did ship, the customer would receive a new tracking number via email. We’ve implemented a new process a few months ago which has completed ended this inconvenience.
We do strongly state that the 5-10 mark is only an estimate and not a guarantee. This ensures that we don’t sacrifice quality over speed.
We definitely do provide new components with very new purchase. Our return rate is very, very low, but, with any returns, we put the units in the Storm Lounge, use them as Demo units for shows, or sell them as a clearance systems.
“Alex” is just a nick-name used by Harjit in order to keep communication easier such as pronunciation, etc…
I do want to add that, management has definitely taken action to ensure that we provide new hardware for customers and quality of every job is kept consistent.
Finishing off, I do want to strongly re-iterate that the management team behind Digital Storm believes in “imaging the situation from the customer’s shoes.” We believe in making sure our customers are very happy with their purchase, and return back within a few years for their next purchase. Our forums, BBB report, Reseller Ratings, etc… reflect this mission.
If anyone has any further questions or concerns, please feel free to reach me directly: 510-490-1122 EXT 156. I would love to sit down and have a chat about any concerns or questions. We want to make sure that any investment our customers make is done with trust.
P.S.
Former employee: If you would like, please give me a call so we could chat about an concerns that we could clear up in order to ensure we maintain the best practices in the industry.
thos - Thursday, July 30, 2009 - link
My experience with Digital Storm:After performing my due diligence researching custom computer builders, I bought a system from Digital Storm. The emphasis was on reliabilty (I use this system in my business to generate income). The system was slightly under $4000.00.
Approximately one year later, the system is limping alomg on the third video card, the second set of DRAM, and the second motherboard. Since the beginning, I found I had to remove the side panel from the case and direct a floor fan at the unit to prevent overheating and subsequent system shut-down. I maintain my office temperature at a maximum of 76 degrees F.
Now their technical support has diagnosed another faulty motherboard. I will be responsible for paying for the installation. Every time I have called the company with my concerns, I must reach the owner [?] Jason for resolution. He apparently feels that these circumstances do not merit any special consideration; yet he also denys that this is routine. DS wanted to charge me for shipping of the replacement parts.
I consider these circumstances unacceptable from any logical evaluation. DS has sold me a product that has demonstrated a consistant history of failure. Yet they continue to attempt to place the onus on my shoulders. Remind you of Microsoft?
As the vice president of my corporation, I find it extremely embarassing to endure the president constantly reminding me: "You should have bought a Dell." I hate to admit that it appears: He is correct.
Jennifer555 - Friday, November 6, 2009 - link
Absolute worst customer service. The USB ports stopped working in July, had to pay (despite having the platinum warantee) to have new mother board shipped to us. The motherboard was dusty, the label faded and it did not work. Had to pay to ship the entire computer back to the company. $400 and 3 months later we finally have a functioning computer again. I agree with previous post, we should have bought a Dell.Matt Campbell - Wednesday, December 2, 2009 - link
Thanks for the responses. If you haven't already, I'd encourage you to make yourself heard at www.resellerratings.com. It also gives the company another chance to try to make things right.kingkong80 - Wednesday, May 27, 2009 - link
I am in the market myself for a new gaming computer and I was really impressed with Digital Storm, but I checked on Vigor Gaming based what the above commenter said.I want to just correct him, at the time that you bought your computer maybe Vigor had an AA rating from the BBB, but as of today Vigor Gaming as a "B-" from the BBB.
http://www.la.bbb.org/businessreport.aspx?companyi...">http://www.la.bbb.org/businessreport.aspx?companyi...
I think I'm going to buy from Digital Storm, but their prices are a higher than places like CyberPower I just might buy the parts myself, but then again I don't get warranty or tech support and I'm just too busy with my life to mess around with my computer anymore.
Salan - Saturday, May 30, 2009 - link
HiI followed your link and indeed you are correct. I just don't get it. 36 months complaints per BBB, Vigor 6 with a rating of B-, DS 15 with a rating of A+, and CP 506 with a rating of B-.
Reseller rating 6 months Vigor = 9.89, DS = 9.51.
I guess the BBB ratings for the three companies have me confused since they give the same rating to a company with 6 complaints and a company with 506 complaints and an A+ to a company which has 2 1/2 times the complaints as a B- company.
Makes me scratch my head.
Alan
PS - As I said above, I think that both companies are great.
Salan - Wednesday, May 27, 2009 - link
HiThe overview comment stated that DS is the only company with an A+ BBB rating. When I bought my computer from Vigor Gaming they had a AA BBB rating and a higher resellers rating than DS.
There is not doubt that DS is a quality company that builds great rigs, but they are way expensive compared to some other builders that are comparable. As I mentioned in the preceding paragraph, Vigor Gaming is also a great company of top notch quality with an excellent process and support. There are a few others as well.
Another comment is that the mark up is not the difference between newegg prices for the individual components and the build price. It is the difference that you would pay between the two options. The mark up is the difference between what a manufacturer pays for the ccomponents, build, and overhead and what you pay for the rig. No OEM pays newegg prices for the components that they use. They pay much less. So the markup is much higher than stated in the article.
Alan
Earballs - Tuesday, May 19, 2009 - link
I owned that case. I HATED it.Horrible cable management options.
Special HDD mounting screws that are a pain to remove.
The center cooling is a pain to change the fan.
Sharp edges.
LOUD. (no really, it's l-o-u-d)
Dusty.
and the worst of all, warm.
The only pro I can think of is the ease of installing watercooling. Silverstone sells a 240mm (120mmx2)rad support that bolts right to the top. That is nice, but this case DOES NOT belong in ANY "no-holds-barred, top of the line system."
I bought mine for 330 bucks when it first came out and HAPPILY sold it on craigslist for less than half that amount. Bleh.
Jackattak - Tuesday, May 19, 2009 - link
Thanks for the great, informative review, Matt.I will have saved enough $$$ by July for my first boutique system and I believe I know where I'm headed. :)
I am concerned with the noise, though. I'm guessing since DigitalStorm is so very obviously an industry expert on high-end systems that you've ruled-out sound dampening through various methods for one reason or another?
Thanks in advance for any responses.
Best, Jackattak