SuperLogics

Hi Nate, Thank you for your order, and for taking the time to leave your review. It was a pleasure talking about your experience just now. I'm sorry it wasn't as smooth as it should have been. We’re glad the computer arrived promptly and as ordered. We take every opportunity to investigate potential opportunities for improvement in reviews to determine if our processes were followed and/or could be improved to increase customer satisfaction. There are 2 aspects of your review I investigated. 1. Potential Internal Procedure Not Followed: you reported that our support department did not respond. My finding indicates that you called and left a message for customer service on Wednesday night (April 2) and Eugene from our customer service department called back Thursday (April 3). No one answered so he left a voice message. His voice message was within 24 hours of the request which meets our quality objectives for response time. The response included the correct solution (username and password) to the server password issue. 2. Potential Internal Procedure Not Followed: you reported that the password for the OS was wrong. My findings were inconclusive. The username and password are supposed to be included in every system. It is located with the QC checklist inside the hardware kit bag or box. Part of the QC process is to restart the computer and log in to verify the password. The password has never changed. Perhaps this document was not included as it should have been or perhaps it was discarded with the packaging materials. We can’t be sure, but we can and likely will make this information more readily available on our website soon. Even though we were unable to come away with any corrective action we did find two opportunities for improvement. We will post the support email information on the document included with the system that includes the username and password. Emailing [email protected] automatically creates a ticket that can be better tracked and monitored. Another potential improvement is considering adding this information to the website so that if the document is not available, the website would be a backup resource available 24/7. Thank you again for your order, and for taking the time to leave a review, Matt