Without having spoken to Lew yet I think we have a problem rooted in the conversion of a commodity (which is what a computer is these days) to a "value added" product. Regardless of the final cost its very hard for the seller to get a fair return for the value added component since the market has been set to a large degree by the underlying commodity price point. At the same time the overwhelming conformity in the commodity price makes the buyer acutely aware he has paid a premium (even if its a small one). Now the reality is that 98% of the time everyone is reasonably happy. The buyer gets a better product and the seller offsets profit per unit with a volume closer to the commodity level.
However when the fan hits the processor (so to speak) we arrive at a bit of a conundrum. The buyer has very high expectations due to the value added component and has an expectation of superior service in the event of a problem. The seller who has done everything possible to provide an optimum experience for a very reasonable overall cost now has a dual edged problem. He's got an unexpected work load that he can't get fair value for...that detracts from his ability to focus on current clients.
Having run a couple of 100+employee/10MM companies I have to sympathize with TilDeath, at the same time the story as presented does raise a couple of questions that I present in a neutral manner here since like many regular followers of this particular bbs segment I am a potential customer.
My 1st action was to go visit TD's website. I was looking for a customer support tab with the intent of finding out how RMA issues were handled and what warranty is provided. I was somewhat surprised to find absolutely no warranty information of any kind. That only leaves the obviously vague but very broad implied Warranty that TD tends to portray here. This is obviously the initial point of conflict since no clearly defined service standard exists. To illustrate what the current standard is in the "customized mainstream" segment I picked a relatively new but highly regarded custom shop Digital Storm....here is there warranty policy...
http://www.digitalstormonline.com/warranty.asp My 2nd point of confusion is determining the condition of the computer at delivery. From TD's comment it appears that both sides agree that the computer arrived with a problem. This raises two issues, 1st poor quality control which can happen to anyone. More importantly however is a question of policy and procedure, in no way would I allow Lew or anyone else to mess with what is still in effect "my box" without signing a full release. On the flip side I wouldn't even crack the case as a customer and I've built a hundred+ systems. I'd ask for a prepaid RMA and back it goes. This goes back to standardized build, burn and test procedures, something else I don't see anywhere on the website. I have no doubt that TD builds an excellent product of high value, but the lack of standardized procedure and QC creates the potential for this type of issue. Again as a point of contrast here is a lower end clearance product from Desert Storm....
http://www.digitalstormonline.com/comploadsavedsd.asp?id=320970Look at the specific detail not just on the system but on the "terms of the deal". A better box, unquestionably not. But in the event of a problem (that annoying 2% that all business suffers with) I'd feel much better. For $800 thats a decent system and a lot of "piece of mind".
My third area of interest is in the actual post return work and is where I do have an issue with TD's apparent perspective. From TD's post I'm drawing a few assumptions (always a bad idea:)):
1) Both sides agree the system arrived "broken"
2) Both sides agree it was returned even "more broken" (by UPS not Silat)
3) TD provided a "bill of repairs" to Lew for UPS
4) UPS eventually paid Lew and in turn Lew payed TD
So....
As far as I'm concerned Lew has a complete and reasonable expectation that the system would be repaired and returned to him in full and complete working order and customized as per the original order. Since the machine arrived in a defective state all subsequent events flow from that original "trouble ticket". I can build a system 100% equal to TDs box (including drilling etc in 2 hours or less). The real value is in the tweak and I respect the skill and effort involved. Its unfortunate that a problem occurred and on TD's margins I feel his pain....but business is business and based on TD's comments Silat is actually 100% correct based on TD's outline of events.
Lew had every expectation that the system would arrive in good order or that TD would make it right at his expense. Nothing subsequent to the initial issue changed that fact. This is not an attack on TD in anyway, I recognize that $#!^ happens. While it would be unfair to blame TD its beyond reason to somehow make any of this Silats fault, especially given TD's own above and beyond comments here. If it was me I'd be upset also.
The bottom line here is simple, any business is built one customer at a time and in the end the 90%+ you do right is irrelevant. A business grows via well defined policies and procedures and attention to detail. It's the "other 2%" that will reach out and bite you. The trick to getting from where TD is to where he wants to go lies in how he deals with these issues. The truth is anybody can build a computer (even a tricked out one) but few people can build a successful profitable business that lasts. To me this is just a typical bump on the road from where you were to where you want to go and I'm sure after proper contemplation TD will do right by Lew. In the end its just good business...
As a final point here is the marketing "ain't we great" video from the other guys. One thing very familiar to me is the QC checklist. I've purchased a number of high end boxes during my career and I've never got a custom build without a ton of QC paperwork attached. What do you normally get with one of his builds?
http://www.digitalstormonline.com/videodsdifference.asp 
