Falcon Northwest

The support staff is professional, patient, and top-tier. Whenever I have any question or problem, they provide excellent answers. For action issues, such as a hardware issue requiring a part replacement, they are quick to respond and provide guidance and tests, setup shipping for a replacement part, and schedule an over-the-phone walkthrough. During the replacement process, their guidance over the phone is incredibly patient and in-depth, making it super easy to replace a part that may seem complicated or daunting to perform at home. Their support is one of the reasons I keep coming back for my computer builds. I feel respected, valued, and taken care of so I can rest easy that I'll be taken care of if I ever have a problem.

What can be said is this I call on Sat. Got a call back 20 min later. My M.2 was glitching out and in the BIOS. We diagnosed the issue. No hassle warranty to replace the M.2. Also I got a great education from very knowable support personal. Best experience. I should know since I manage a help desk! Keep it up!

CM

Compared to HP and Dell both of who make you jump through hoops if you get any service at all, The service at Falcon Northwest is amazing. When I had questions, whether, both software and hardware. They quickly responded in detail, usually within a couple to a few hours.
I have owned my computer for 2 years and 6 months when twice my computer shut down and wouldn't come back on for one or more hours. After some tests they had me run, they identified the problem as the power supply and offered to send me a replacement power supply with detailed instruction, or I could return the computer. That was my choice, They will pay return shipping and sent me a UPS label at a discount.

The computers are somewhat more expensive but you get what you pay for. I will buy from Falcon NW again.
DC

I have had a Falcon NW Fragbox for about 5 years now and I have found it to be very reliable. I superb blend of power and portability. I decided this year to acquire a laptop for back-up gaming and video streaming purposes. Fortunately I can afford the lofty price of a loaded-up DRX Fragbook. It's a bit heavy, but if you can't carry 11 lbs. of weight around from time to time, you really need to hit the gym. I have no problem with the added mass, as long as it packs all features I need in a PC. I can haul the Fragbox around also but I need a display unit and other peripherals that would be too fragile for constant transport. These folks have been around for a long time, and at the prices they charge, there is a good reason for that. Now that crummy old Dell got their dirty paws all over alienware I will not do business with them anymore (Origin PC might be worth a look later).

After three and a half years of flawless performance, my high-end Falcon-NW computer started taking six minutes to boot up. Unable to find the problem, I called Falcon-NW support, and Rob Guaderrama very patiently helped me resolve the issue, which turned out to be entirely my fault. My wife and I are avid bird photographers; we set our photos and videos to music and bird song to create 1-hour shows that we present to camera and nature clubs. Over the years we have purchased or helped family purchase over a dozen Falcon-NW computers, all of which have demonstrated excellent performance, and only occasionally required Falcon-NW's excellent support.

1. Ordered computer: stated 17 days to build.
2. While I was waiting on the build I had questions about the components used in the build.
3. Customer service became defensive and combative and never really answered my questions.
4. Its been 21 days and they still have yet to complete the build.
5. It seems a lot like retaliation for questioning build components.
6. Horrible customer service.

While can certainly appreciate being swamped, workload was not communicated to me anytime during the wait period. In fact, the ship date was stated twice in the email communication. Furthermore, I clearly communicated a business was reliant on the build and could not afford delays. Again, there was no communication from Falcon NW regarding a delay at any point of the dialog or on the status of the build. Help me understand how this is customer centered service and not to be construed as retaliatory? In the end, I will be losing money and do not have the option to wait for another company to build a computer.

Glossy sock puppet reviews from so-called expert sites speak to the effort made to produce a perfect product – for the review, but do not speak to the actual experience. The seasoned company has lost its way and only seems to cater to critics – not the average customer. Will I receive this same dismal service and support if there's a problem? It certainly seems likely.

I would like to bring to your attention the excellent support I've received from the technical team members of Falcon Northwest.
Recently, I have had issues with my Talon. All of my emails are answered within a day and are very detailed, some with photos to further help me understand what actions I have to take. When a telephone conversation is necessary, I have never been rushed nor has there been any indication of too much time being spent by the support staff regarding explanations or instructions. This holds true for all past tech support contacts as this is my second Talon with the first still operating after 14 years.
Ever since purchasing my first Talon, I can't count the times I've told people about the extreme high quality of Falcon Northwest computers and the excellent, above and beyond efforts of the support staff! This also holds true for the sales personnel. When ordering a new computer, they first ask what it will mainly be used for and then suggest which components should be considered. In my experience, when I mentioned I was considering more costly options, they kindly mentioned it really wasn't needed and I wouldn't benefit in performance for my needs.
In closing, for all the topics mentioned above, I will continue to recommend Falcon Northwest to anyone who is considering purchasing a new computer!