service & support
Thank you for taking the time to get to know Puget Systems, America's #1 custom computer builder. The internet provides unique opportunities, but it also allows anyone to appear legitimate and credible. It is important to know and trust the online companies with whom you do business!
Puget Systems is based in the Seattle suburb of Auburn, WA, and specializes in custom built computers. We emphasize customization over every aspect of each computer, offering personal consulting and support that is becoming quite rare in the industry. Our goal is to provide each client with the best possible computer for their needs and budget.
This is a legitimate question, because there are many good choices out there. We are happy to be part of an industry with such healthy competition, and we are confident that even with the tough competition we are a clear leader in our field.
- We have an unwavering commitment to a high quality product line. This has become even more important in recent years, as more and more low quality items are hitting the market. The industry is being flooded with hyped products that do not perform as they should, and fierce competition is making it more important to be early to market than to put in proper development time. Through this chaotic process, the end user needs a skilled advocate to help identify true quality. Puget Systems is committed to be this advocate, as one of our core values. We have the experience to know when to be suspicious, and we have the resources to test products for ourselves. If a product stands up to our expectations, we still continue to evaluate it over time. We have the volume to be able to use statistical data to identify reliability trends over time, but we're also small enough to be very responsive to what we find. If a product does not cut it, we don't sell it. We want to make sure that you as a buyer are comfortable choosing from any of our options, knowing that if we sell it, we stand behind it. It is worth noting that this is not always easy. There are some very motivated manufacturers that do not share these values, that can mount considerable pressure. The answers aren't always black and white, and things like marketing funds, kick-backs, deep discounts, and shared advertising can make decisions very complicated. We know this is why some of our competitors are selling parts we would not.
- We are constantly self improving. Just as important to product line selection, is what we do with those products. We have carefully crafted each of our processes to generate self-feedback. Every support ticket opened, every RMA item, and every repaired computer is brought to the attention of all departments further up the line. We hold weekly feedback meetings, where every issue that needs it is discussed. It is very important to us that we not only set up firm feedback cycles, but that we establish clear lines of accountability. In our eyes, this is the best path to constant improvement. It has been amazing to see this in action. As time goes on, we solve problem after problem, making sure they do not have the possibility to happen again. And as each problem is solved, we can turn our attention to smaller problems. The cycle is never ending, as we simply keep moving to smaller and smaller issues.
- We are available to you. We are proud of our transparency. Some of our competitors use tactics of providing as little detail about themselves as possible, to appear larger or more credible than they are. At Puget Systems, we are confident in ourselves and our abilities, and view it as a strength to share as much information about ourselves as we can. You can view our staff biographies by clicking on pictures on lefthand side of this page, talk to us on our computer forum, read our blog, or just give us a call or stop by! It has never made sense to us to hold anything back -- because PEOPLE are where the strength of any company comes from. This spirit of transparency carries over to all aspects of our business. We provide realtime tracking updates on every order, where you can see who performed what operation on your computer as it is assembled. We are happy to share with you why we have made the choices we have, such as why we moved to Corsair power supplies. This information helps you make more informed decisions, and it only strengthens us as well. We're excited to form a community with our customers.
- We have a proven track record. Talk is just talk until you have proof. There are numerous resources you can use to make sure we are who we say we are. Start with our customer testimonials. You can also read our testimonials on Reseller Ratings, or read our media reviews. Or just Google our name...we're confident in the talk you'll find!
Puget Sound Systems was founded by Jon Bach in December of 2000. In 2003, we officially changed our name to Puget Systems because people unfamiliar with the company and the area were confused about whether we sold computers or audio systems! Originally run from Jon's home, the business started small and grew quickly. Over the next eight years, the company outgrew its location again and again. Each time, we moved to a larger and more ideal location.
In January of 2009, we purchased an industrial warehouse in Auburn, WA. By designing the building interior from the ground up, we have been able to significantly improve the efficiency of our build process, and the thoroughness of our testing. Our new facility effectively doubles our usable space. Our current shared warehouse and office environment gives us nearly 14,000 square feet to work in, with a whole second floor coming soon. Roughly one third of our current space is dedicated to offices where we handle company administration and customer service. Inventory, shipping, production, and testing are located in the rear warehouse space.
Entering our front door, you step into our office. We maintain a relaxed, positive, and clean environment here at Puget. Our assembly and testing space is no different!
Our philosophy is simple: Build a high quality product, offer outstanding support and your product will sell itself. This is a philosophy based on old fashioned integrity. It makes sense, and it works. Unfortunately, it has become a trend in the last decade for major computer companies to stop focusing on meeting the needs of their customers. Instead, many rely on flashy marketing techniques to make their lower quality systems look more appealing. Be careful when comparing their pricing to Puget. Be sure not to fall for computer systems with misleading advertising and substandard parts!
As a custom computer specialist, Puget Custom Computers was founded with the goal to break the trend of low quality, one-size-fits-all computers and to provide systems with superior performance and reliability. We have gone to great trouble to structure our business in such a way that our goals are, by necessity, the same as yours! Because we have a commitment to the complete support of your computer system, we save ourselves time and money by providing the computer system that is least likely to fail. It seems perfectly logical and straight-forward to us: We can't imagine why some companies would use low quality parts. It just doesn't make sense! Furthermore, we do not hire salesmen. We hire qualified technicians. The people you talk to before your purchase are qualified to build that same computer and give you support after your purchase. We have better things to do than hire a kid without computer experience to feed you canned answers. It all ties back to our philosophy that the best way to run a business is to focus on your product. Get rid of the hype, and focus on your goal -- quality computers!
|In 2005, Microsoft recorded a case study on Puget Systems, which they used at an internal function. With their permission, we're happy to make this video available to you. While it might not be entirely current, it is a great look behind the scenes at Puget Systems!|
Our growth strategy is always changing as we learn and expand. Puget began by using common Internet advertising channels and search engines. We quickly learned what did and didn't work, and we've been able to make our advertising many times more efficient than it was when we started. Obviously, with the kind of business philosophy we have, our growth strategy relies heavily on word of mouth. The most encouraging aspect of our strategy is that we know that it works - our growth rate is nearly more than we can handle! At our current growth rate, we double in size every two years. We are already far larger than the lifetime goal of our founder, and we are constantly updating our administrative systems and processes to scale with increased demand.
Our current business model drives down overhead costs, which lets us offer custom computers with relatively small margins. Ultimately, we give you a computer system that is hundreds of dollars below our competitors, with all the personal interaction and expertise that our customers have come to expect. We take great pride in the quality of our computers, and we don't waste time with anything that detracts from this goal. For more information on who we are, or for a list of references, please contact us! We look forward to speaking with you.