Falcon NW Computer Systems

I purchased a Talon PC from falcon NW a couple of months ago. I had some specialized specifications and I called to talk to a consultant. The person I talked was very nice and took down all of my requirements and verified everything I ordered. My main requirement was that they partition the SSD drive into exactly 100 GB for C, 100 GB for D: and everything else for E:. The Falcon rep took everything down and verified without question that this information would make it to the build team. I received my Talon a couple of weeks later packaged very well with everything in the box. The packaging and attention to detail in the binder is very well done and impressive.
I turned on the computer and everything was super-​fast. The hardware looked great. I looked at the drive partition and the C: drive was 118 GB the D: drive 100 GB and the E: drive everything else.
I called them up and talked to the person who was responsible and he took responsibility for the mess up. He asked me if he could send me some swag for the mix up but everything he offered Falcon had already sent me in the box. I asked for something of value like money off the computer or a game and I heard nothing back. It’s my time that I have to spend to fix the computer that they didn’t configure properly.
I know it’s not a big deal re partition these drives but I expected much better from Falcon. When I pay a premium of 30% for anything I expect 2 things. 1. The engineering should be noticeably better than the competition and 2. The service should be noticeable better than the competition. I did not receive the first one. And I did not receive satisfaction.
The very unfortunate thing about this whole transaction was that I took away the feeling that Falcon NW just didn’t treat me like I was riding in a Cadillac. They treated me like I was riding in a Toyota. When I pay a premium I expect to be treated like it. That means everything throughout the whole process.
I hope they get their act together because with the whole PC market is starting to die as tablets and phones replace them. I see questionable times ahead for a company that doesn’t treat people at the same level that they are charging them.

Falcon-​NW has some of the best, most professional support people I’ve ever dealt with. Unfortunately, there’s a reason for that. If you’re investing over two thousand dollars in a high end gaming PC, I believe it’s reasonable to expect a premium experience and an excellent product. I got neither from Falcon-​NW.
I had high hopes and expectations for the ‘Fragbox’ from Falcon NW. I ordered online; choosing to upgrade to a dual video card system. First issue: their online ‘configurator’ tool is only so good. After doing the online purchase to the tune of $ 2350, I got pinged by a sale person advising that there was a mismatch between the two video cards and my only option was to go with two of the more expensive card: the less expensive card (an NEVADA GTX 750) was «unavailable» for both slots. That should’ve been a clue.
The system arrived on time with a nifty little pleather folder full of cables, etc. Unfortunately, when I booted the machine up, one of the two upgraded video cards wasn’t working. I tried multiple things to fix it before calling Falcon Support.
Support told me that the card ‘probably came unseated during shipping.’ After disassembling half the machine trying to fix the problem with the support tech’s directions, I called halt at «OK, now we need to remove the liquid cooling system.» At that point I said I wasn’t comfortable and was told the only other option was to return the box to them to be fixed. I advised I was thinking more of refund and was told that refunds were handled by someone that would call later.
The customer rep who called was excellent: focused, and willing to make things right. I let myself be talked out of refund and to let them try to fix things. A big part of that decision was the datapoint that Falcon would pay for all shipping for fixing one of their machines, but returning for refund costs were on me. Plus licensing costs. Basically, returning the box would cost me around $ 200. So I gave it a shot.
Mistake. The next Fragbox showed via overnight delivery. On this box, both video cards worked perfectly. However, both the front side USB ports were non-​functioning and, a new one for me: the computer’s system clock was broken and would run for more than 5 minutes or so before shutting off.
I mean, serious, a system clock is broken?
I sent off an email requesting instructions to return the box for a refund. I was advised that both the USB ports and system clock had been tested before leaving their shop and had likely become damaged «during shipping.» Sure, why not.
So, after investing almost $ 2500, plus the time to build and rebuild the PC, plus ship time, I was left in a pretty rotten position: No high end PC and over $ 200 poorer just for having tried Falcon-NW’s products.
Falcon gets good reviews on their machines, I can only assume they hand deliver their machines to reviewers in order to ensure they don’t get broken «during shipping.»
It’s really too bad that Falcon Northwest’s shipping and assembly departments aren’t anywhere near as skilled as their customer service.