SuperLogics Avis 745

Réponse : SuperLogics

24 janv. 2024

Hi Steve, Thank you very much for taking the time to provide feedback. I apologize about your experience but thank you for sharing it as it helps us implement corrective actions/improvements. I forwarded your review to Gabe, our head of production, for a reply and this is what he said:
"I just spoke to Steve on the phone. I apologized for the issue and explained to him that we will repair it and turn it around quickly. I apologized and explained the situation.

The computer did not arrive broken. He did reach out to support via chat.
The issue was that his icons were displayed on a "ghost" secondary monitor. Something we did not experience here. By manufacturer default, we leave the JPG1 jumper to enable, (Aspeed graphics driver) shows up on device manager + graphics card driver which could lead to showing a secondary monitor. JPG1 is a known jumper that if set to the pin 2-3, it disables the VGA port. What we have done in the past is enable IGFX (internal Graphics) and leave VGA by default on pin 1-2 for customer who would like to use all video outputs including VGA. In this case, this customer did not have a VGA monitor and his graphics card was showing as secondary. Support assisted the customer with moving the jumper to disable VGA to remove the secondary monitor option. As the customer was being instructed, he dropped and lost the jumper. I'm guessing that is where his frustration came in. Support did send him an overnight return label to have the computer set correctly.

In my experience from being in Support, I have noticed that more customers don't really use VGA. The decision I will make going forward is to disable JPG1 (VGA Aspeed graphics driver) to prevent it from happening again. I understand some customers might call asking that they want VGA enabled, in that case the customer will have to enable the Jumper again. I'm sure there are less calls to enable VGA than to disable the second monitor because of the jumper. It is SuperMicro setting that we cannot change. Either Enable VGA and onboard video with two graphics drivers showing, or disable VGA output."
Again, thank you for taking the time to share your experience and helping us improve. Matt M

Réponse : SuperLogics

20 déc. 2023

Dear Reese, thank you for your order and thank you for taking the time to provide your feedback. I am very sorry for the inconvenience that this caused. Your feedback is invaluable to us, and we take it very seriously as it helps us identify areas for improvement. The graphics card that was not functional when you received it did work here, so the suspected cause of this issue is damage during shipment. The graphics card was large and heavy. We suspect that the root cause of this issue is that additional structural support inside the computer case is required in certain situations in order to make the journey to you safely. After meeting about the issue, we took corrective action by creating a procedure to use expanding foam from Instapak, to surround and support large and heavy cards in computers. We have updated our assembly procedures with this additional procedure. Again, I apologize this happened and am grateful you took the opportunity to let us know. Thanks, Matt M

Réponse : SuperLogics

Actualisé le 25 oct. 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