![]() ![]() We would like to thank Kevin for answering our questions. Look at it this way, if we ship a system that doesn't perform to our customers’ expectations and they have issues, what will happen? Chances are we will lose them and they will also have a bad experience with Origin. But it comes down to providing quality systems to our customers. Do you think that ORIGIN PC might lose some customers by making this stance? Our customers keep us in business and we need to do right by them.įinally, this is admittedly a very open, and also pointed, critique of AMD and Radeon. Like I said, its not about brand loyalty, but customer loyalty. Of course though, if AMD turns around tomorrow and commits to offering a high level of service, communication, and support to stand by their products and they provide us with stable hardware/drivers then we will offer their GPUs again. It’s about the product, communication, and support. If AMD and Radeon show they have improved their hardware in the coming months, would ORIGIN PC consider putting them in their PCs? Sounds promising on paper, but it’s too early to tell. Has ORIGIN PC spoken to AMD executives and engineers about its decision and what was their reaction?ĪMD announced new Radeon graphics cards last week, along with Mantle, a low level graphics API that they claim will give game developers better access to the graphics hardware. Whatever it takes to provide the level of performance and support our customers expect. Our loyalty is with our customers, not a manufacturer. NVIDIA is running the Battlebox program with 4 system builders, not just ORIGIN PC. Can you say that the NVIDIA Battlebox partnership was a separate deal that was not a part of ditching AMD and Radeon? On the surface, and speaking as a devil's advocate, some people might think that the NVIDIA deal influenced ORIGN PC's decision. ORIGIN PC has joined with other PC makers in NVIDIA's Battlebox program. We’ve had other customers have multiple failures on AMD cards and then switch to NVIDIA and have no failures. We’ve had customers that initially picked AMD ask to be switched to NVIDIA but we’ve never had an NVIDIA customer asked to be switched to AMD. Yet, that small percentage generates a high number of support calls. We sell a small percentage of AMD systems compared to NVIDIA. We don't feel the support is there on the GPU side, or at least not at the level we want. If we don't have the backing of our partners, we can't provide the type of service our customers deserve.Ĭan you be more specific on what sort of issues Origin PC customers have had with AMD's Radeon parts and how they compare to issues with NVIDIA cards? We didn't feel AMD was providing us with the support to support our customers. Once our technical support staff requested what we were already considering and once AMD decided to ignore us, it was time to stop buying and reselling their GPUs. Then in a meeting with our entire support staff and executives the support staff asked if it was possible to drop AMD GPUs because of the number of phone calls and poor experiences they have caused. The lack of communication for someone that buys, sells, and promotes their products was not the only factor, but it was a major factor. We reached out to AMD and asked for details under NDA and was told we could “watch the announcement” for details. We didn’t even know AMD was announcing anything, we heard about it from a third party. ![]() The lack of support and communication has been an ongoing issue with many attempts on our end to request proper support. We started the talks internally a while back before the AMD “Hawaii” press conference. ![]()
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