SuperLogics Reviews 

Antwoord van SuperLogics

Geüpdatet op 8 apr 2025

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 support@superlogics.com 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

Antwoord van SuperLogics

11 mrt 2025

Hi Mike, Thank you for your review. We are very sorry about the system DOA. Our first recorded contact with you about this issue was yesterday, the day of this post (Eugene in tech support). I searched and didn't find any support tickets before yesterday and just got this from Matt J in support "no record of a ticket in our system for this customer, nor do I have any missed calls all the way back to February 12th that are from this customer." Your sales person Liam also had no knowledge of the issue until I shared the review with him. We look forward to getting it resolved asap. Thank you for your business and taking time to leave a review, Matt M

Antwoord van SuperLogics

6 feb 2025

Hi Simon,

Thank you for sharing feedback about your experience. After talking to support, there was no mention any chat or ticket or phone call for assistance. However, you reached out to support for assistance a year ago and posted to Trustpilot about this same issue. Please see last year’s reply as it pertains to the same issue: “The manual shows that Memory should be on DIMMA2. Burn in report shows that the memory was installed in DIMMA2. There is no history of Support confirming that the memory was in the wrong slot, it could simply be a misunderstanding of the manual. The memory is configured to the right slot.”

This time Burn-in test shows they were installed in the correct according to motherboard documentation, slots DIMMA2 and DIMMB2. Your systems, like all of our systems, are burned in over several hours. Your systems, like all systems we ship, did pass the burn in testing.

Thank you for your order,
Matt