Terrible experince, Expensive, Customercare non existant

Well i didn't think i would be doing this, so my girlfriends son wanted a custom build computer high spec to play games on, so everyone gathered money together and finally managed to get him one for christmas with top end specs on everything completly custom build costiing just over £750, the graphics card had to be an nVidia as we're not a fan of ATI radeon cards.

So first of all we were expecting the computer very shortly after order as we were told the delivery date, 10 days later i phoned customer "care" to be told the delay on the order was due to the fans i choose on the site not being in stock and they were due to be in stock in a months time, so they changed the fans and told me it would be done asap

Another few days went by and i emailed them again as still no computer, but no response finally the computer turned up, with a big document telling us half the parts that were ordered were changed for a like for like part, not sure if we actually paid for what we got as the prices wern't shown and no refunds were given, so feeling that we safely had a 3 year warrenty what's the worst that can happen ehh?

so just at the start of the month we noticed the nVidia 640 graphics card was constantly dropping frame rate in games and even some older games it struggled to play, so i emailed eclipse computers rather than spending the £10 phone credit phoning their 0844 number again, i recieved a phone call which they understood my issue and told me they would talk to their colleauge and see if they can get it in and replace the graphics card for something the same or better under the warrenty as it didn't seem right that this was happening. that was on the 13th july 2014

Today 23rd july 2014 i recieve an email telling me they tried to phone me (no missed calls) and to phone them, after waiting 20 minutes on hold as they were aparently busy, i got told as the graphics card isn't faulty they can't do anything and that by the spec of the graphics card it isn't really suitable for gaming and although i was only offered that choice or the lower choice of graphics card when i ordered if i had of phoned them up they could have made another choice surgestion that wasn't listed on the site that was better to my needs.

As the graphics card isn't faulty they can not replace it or change it under warrenty as it's not faulty, they surgested that i switch to the onboard graphics to try that, however when i explained that the bios option doesn't have a switch mode for the graphics they said ahh i see your problem, the only surgestion woudl be to remove the graphics card to try the onboard graphics however that will break your 3 year warrenty if you can see living without it (6 months in) i replied no.

I then went on to tell them that i was dissapointed as i personally use the nVidia 630m and its only got 1gb VRAM and i can play the same games withwout any issues yet the 640 2gb VRAM struggles really poorly to play the same games, to which i got told it was strange and that maybe because i use a gaming laptop it's tweaked to play games, where i use the exact same settings as the 630 on the 640 and it doesn't work any better.

So they then told me that i could buy a graphics card from them at a discount price and prices start from £80 upwards + i would have to get boxs big enough to post the computer off + courier charges, as even if it was a fault i would still have to pay courier charges, but as the graphics card works and isn't pixelated or blank they can't do anything for my current situation and they couldn't do anything else for me as, "what use would a 2nd hand card be to us when we don't even have the box anymore for it" - customer service quote.

I'm not at all happy about this i've made it clear to them however i really got the impression from customer care of, "here's our cup of care, oh look it's empty!" so given up on getting any help there after call i relised that the phone call cost £10 of phone credit to their silly 0844 number.

i'm starting to regret paying for 3 year warrenty at the extra costs when you get your first year free normally on any purchase and even more so that was their "gold service" yet you have to pay for postage either way even if there is a fault unless you remove the faulty part yourself and then you loose your warrenty.