SuperLogicsReviews of superlogics.com

Reply from SuperLogicsOct 24, 2023

Dear Sarah, thank you for taking the time to provide your feedback. It is invaluable to us, and we take it very seriously as it helps us identify areas for improvement. I want to extend my apologies for the delay in our email responses and the inconvenience it caused you. Thank you again, Matt M This reply is from the sales person (Rich C) you are working with: Dear Sarah, I understand how essential timely communication is, and I deeply regret that I fell short of meeting your expectations in this regard. Your time is valuable, and I failed to respect that. I genuinely apologize for any frustration this may have caused. I am committed to rectifying the issues and implementing measures to ensure more prompt responses in the future. I greatly value your feedback and thank you for bringing this issue to our attention. Your review serves as a reminder of the importance of responsiveness in my communication, and it motivates me to make the necessary changes to meet and exceed your expectations. I hope you will continue to do business with us in the future. If you have any further questions or concerns, please do not hesitate to reach out to me, and I will make every effort to assist you promptly. Thank you for your understanding, and I appreciate the opportunity to improve my services based on your feedback. Sincerely, Rich Costantini

Reply from SuperLogicsFeb 18, 2022

Hi Ken, Thank you for taking the time to provide feedback on your experience. I apologize for the breakdown in communication on this order. The main issue, which was discovered later in the process than it should have been, is that there were more SATA devices on your order than there were SATA ports on the motherboard. This was resolved by offering you a free upgrade to a 2TB SSD from your originally selected 1TB SSD and 1TB HDD. We agree that you should not need to pay the $100 expedite fee for an order that was shipped in 7 business days rather than the 4 that was expected. To that end, the expedite fee is being refunded to your card – you should see the refund within about 3 business days. We are constantly aiming to improve our customer experience, and appreciate your feedback. Thank you, Liam

Reply from SuperLogicsJun 25, 2020

I apologize that we missed that a Certificate of Compliance was requested on the PO. We did email it immediately upon that being brought to our attention. If there was anything else that led to such a poor review, please expand on your review or let me know directly. Thank you, Matt

Reply from SuperLogicsOct 15, 2019

Hi Jeff, Thank you for taking the time to provide specific feedback. We sincerely apologize for the length of time it took us to locate a silent replacement power supply for your system. Unfortunately we did not have any of that particular power supply in stock. We were working with our power supply manufacturer on selection, lead time and availability. Also our apologies for the shipping mistake regarding the brackets. Although purchases over 30 days are not refundable, we helped waive the restock and provided full credit for his item. If you are satisfied with the noise level of the replacement power supply and would like to request an upgrade on the second machine, we know exactly what to order and turnaround time will be. We will make sure it is expedited/short lead time. Again, thank you for the feedback, Matt and Gabe

Reply from SuperLogicsApr 21, 2019

Hi Richard, Thank you for taking the time to leave a review and for your business. I apologize that the system arrived not ready to use. We are working to determine the cause, either a production mistake or possibly related to a Windows 7 and UEFI boot issue. I will update this reply when we the investigation is complete. I thank you for your review. Matt x101

Reply from SuperLogicsFeb 1, 2019

Hi Laurie, Thanks for taking the time to leave a review. The item you recently purchased for your customer is a rarely purchased data acquisition module that we sell only once every 2 or 3 years. It is also a sole source part from overseas. The quote indicated a lead time of 4+ weeks - meaning 4 business weeks - because a) sometimes we don't know how long these items will take to arrive and b) the order coincided with the end-of-year holidays increasing the chances of delays. Factoring in the holidays we shipped in about 7 business weeks in this case. This is longer than we expected it to take. I apologize for that and we will try to set expectations more clearly than 4+ weeks, perhaps 4-8 weeks next time for an item like this. Regarding communication, we did provide 4 email updates on expected delivery after your order was placed. We emailed you on these dates: November 28, 2018 December 13, 2019 January 15, 2019 January 24, 2019 Again, thank you for taking the time to leave your review. We will try to set delivery expectations better on out-of-stock items in the future. Thanks, Matt

Reply from SuperLogicsSep 1, 2015

Hi. Thank you for the feedback. We care deeply about our customers' experiences and value all feedback as a way to tell us what we are doing well and where we can improve. I have reviewed this case and find that our support records differ in important ways from your review. A brief summary, with support policies, is listed here: 5/13/14: Customer called SuperLogics support and reported that their Supermicro motherboard had a bad LAN port. 5/13/14: SuperLogics support ordered a replacement motherboard. 5/13/14: On-site warranty provider spoke to customer on the phone and offered an on-site visit by a local tech to swap out the motherboard. Customer declined and said they would do it. 5/13/14: Changes made by the customer to the operating system on 5/13 caused a constant state of rebooting. Policy Note: On-site warranty technicians replace damaged or defective hardware but do not engage in operating system re-installs. SuperLogics support gladly assists with complex RAID and OS issues in-house, but non-hardware issues fall outside the scope of the on-site warranty provider. 5/14/14: RMA issued, no-charge, next-day, return shipping label sent. 5/19/14: System arrives 5/20/14 thru 5/22/14: Replace MB and OS Troubleshooting, RAID was reconfigured and free LINUX re-installed at no-charge 5/23/14: system returned next day shipping at no-charge I feel good that we successfully got both your motherboard and operating system issues back on track. I wish we could have unraveled the operating system challenges faster for you, but I am confident that if the only issue was replacing a defective motherboard, that we would have done that in accordance with the next-business-day on-site warranty. Thanks, Matt