Hardware ok but computer setup and sales experience poor
Sales refused to enter the list for purchase I sent them. Demanded that I search their materials and fill out purchase list from shopping cart so I was forced to enjoy their sales cost myself. We ordered the product shipped FEDEX second day...they shipped it ground "because they shipped before their projected delivery". Why did they think I requested 2nd day FEDEX? In starting the computer up, someone had selected "external monitor" instead of "monitor" and for two hours, we tried to get icons to appear on the desktop because of this. Our software guy, an ex Bell Labs guy, called vendor's service department and Microsoft and neither had a solution. We discovered this ourselves by accident. Then, in order to load our software, we were forced to connect to the internet and download 147 updates and install them. All this made a 6 hour, 2 man job out of a 30 minute job. We would not recommend this outfit. Hardware seems ok.
By Customer :Automation Industries C.
Response from SuperLogics· Sep 4, 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 is listed here: 1. Sales experience: I searched but was unable to find evidence of an unpleasant interaction, much less a sales person refusing or demanding anything. Our sales email records show a very standard request for information - asking for a computer to be priced with "with 340i7 cpu upgrade along with the rest of the items listed." The sales email reply asks "Are you going to order online?" While pricing is available online, perhaps the sales person could have interpreted your pricing request as a request for formal quote rather than a request for where the pricing information you were looking was located. Sales would have gladly emailed you a formal quote and taken your order over the phone if they thought you were asking for a formal quote - something was lost translation there. 2. Delivery: I researched delivery and learned that we under promised and over delivered on delivery date/cost expectations. Original ETA (at time of order placement) for your system was 8/27 at a cost to you of $114, Actual Delivery was 8/26 at a cost to you of only $62.04 - We got your system to you a day before promised at a savings of $51.96. 3. Icon issue: I was informed that there were unexpected display results that you found and solved quickly with a software setting. 4. Computer setup: We installed Microsoft Windows 8.1 (64-bit) Professional on the system. I wish it wasn't the case but software updates and Microsoft Windows go hand-in-hand. Some days there are none, some days there are many. A half hour or so is typical when starting a new system with Windows should you choose to allow updates - some customers do not want/allow updates. Thank you for taking the time to review your experience with us. Your thorough review allowed us to examine several key internal systems. In summary, I feel like the sales communication could have been more thorough and that we did well with respect to delivery time and the quality of the final product. Thanks again, Matt (508-650-9500 x101)