People : Nice . Warranty and Next Day Service : Non Existent
" One year onsite warranty , Next Business Day Service " ? 3 Month old server crashes : No one comes on site . No one answers the phone. Next day means they will call you back in 24 hours. Then they send you to call their outside support . Total down time = 14 days . This purchase was an experiment to see if we could move away from Dell's higher prices and their actual Next Day Service . We can't.
By Applied G.
Response from SuperLogics· Sep 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