1) Our records show that customer *** *** purchased a computer from us at 7:35PM on Monday November 21, Although our website states that machines ship within hours our systems show her order was shipped the same day the order was placed, and did so with overnight shipping through
*** 2) While we are able to dictate to *** the type of shipping the customer has chosen, we do not have control over the actions of the carrierUnfortunately there was a transit delay with Ms* *** shipment that resulted in the machine being delivered on Wednesday November 23, Due to this delay ***, the website for Other World Computing, refunded the customer’s overnight shipping in fullThis refund amounted to $3) Our customer service records show that Ms*** did contact us the same day she received the computer and reported performance issues to usShe claimed that the machine wouldn’t boot past the Apple screenShe spoke with one of our customer service representatives and received her Return Merchandise Authorization number, which allowed her to return the machine to us in such a way that we could track the shipment and attribute it to her account4) Our shipping records show that the customer did ship her laptop back on 11/We began processing her return at the start of business on 11/Our internal process mandates that we thoroughly check all returns given to us for completenessThis ensures that no parts were left out of the package, and no parts belonging to the customer were erroneously included in the packageSince the customer complained that the computer was not functioning, this prompted our team to run several diagnostics on the computer to see where the error was occurringAt this time our customer returns team noticed that there was liquid damage to the computerOur internal notes are as follows: SN match, returned complete- liquid damage on the interior.- reviewed with EW and RL, consensus is spill is too fresh appears to be soda or juice- build would have been stopped had it happened here, would not have shipped- sending pix to CCSUPSDj11/30/First, there is an absence of a note on the packagingWhenever our customer returns team receives any package, any damage is noted in the customer notes. The absence of such a note here means that there was no damage visible to the packagingSN means serial numberThis is the verification step to ensure that the computer returned was the one sent to the customerThe following note means that the computer was received with all appropriate cables and discsFor evidence of the liquid damage on the interior of the machine, please see the pictures enclosed with this mailingThe following line says that the person processing the machine, in this case *** ** reviewed the machine with the help of *** ** *** *** *This was done because the spill of liquid in the interior appeared to be fresh, which means that the spill occurred in the last few daysIt was not an old spill that could have been overlooked in the quality control processAdditionally, the spill was food-based, not chemical or water based as might be incurred had the computer or packaging leaked in transitNext, the following line of the internal notes is the most importantIt states that the build-out of the computer during the original quality control process would have been stopped originally and would never have been shipped to a customer if there was evidence of any spill or liquid damage within the machineLiquid damage is too unpredictable and makes a machine non-saleableWhen we sell refurbished computers, the machines undergo a multi-point inspection processIn this way we have notes as to the exact qualities of each machine we shipOur proprietary and confidential process is as follows: 1. The machine receives a grade based on external cosmeticsThat is to say, any scratches or dings on the cover of the machine are logged and ultimately are reflected in the price of the machineMachines with internal flaws are not permitted to be sold2. The machine goes through a hardware test to ensure it is in working conditionThis means the computer boots up properly, the ports on the computer are functioning, and the base hardware of the computer is all usablea. The computer’s hard drive is securely erased, and an OS is installedWe have a machine that writes over all of the data on the hard drive with ones and zeros to replace all of the current data on the computerThis ensures that no machine is sold with existed dataOnce erased, computers have an operating system installed, which also overwrites existing data3. The external faces of the machine are cleaned so the screen and body are free from any dust or debris4. Another team member different from the previous team member working with the computer reevaluates the external condition of the machine to confirm the grade provided5. The machine is physically opened, inspected for damage including liquid, and cleanedUp until this point, the machine has had to be turned off and on several times and each system and port of the machine evaluated for functionalityThis final step is to ensure the operability and performance previously noted will continue for the customerAs mentioned before, any liquid damage has the potential to render a machine non-functioning at any timeAs such, we do not sell machines with any liquid damage present internallyFinally, because our quality control process is checked and rechecked multiple times, the third bullet references our internal procedure for our own notes as a way of further elucidating our process. When it says “build would have been stopped here” the notes mean that the inspection, cleaning, and upgrade would have been stopped in the initial quality control process had there been liquid found in the machine initially. As such, since the machine would not be able to be shipped with liquid present initially, and since we ship our computers in packaging that guards against any liquid exposure, and additionally since the return package had no damage present, the only place the liquid could have been spilled into the machine is at the customer’s house. Given our myriad of checks and rechecks, there was no way for the computer to have originally shipped with liquid damage in it or for the computer to have received such liquid damage during the transportation processPlease see attached photos showing the liquid residue present in the machine5) The Leadership Member referenced by Ms*** as *** did disconnect the call with the Ms***After we informed the customer that we had found she spilled liquid in the computer and that this was not covered by the warranty, Ms*** began verbally abusing our employeeThe customer was requested to stop using profanity directed at the Leadership Member who was assistingBecause the abusive language continued, our processes dictate that the employee should hang up if the customer is unable to stop the abuseMs *** has publicly admitted to using profanity over social media (See Facebook Media Post Attachment)6) Ms*** requests that her laptop either be replaced or refundedThis is not possible, as the damage she did to the computer is not covered by our stated warranty policiesAs proven in section above, the liquid damage to the computer could not have come from anyone but the customerThis type of damage is not covered by our stated warranty policiesOur limited lifetime warranty policy located here: https://eshop.***/Service/warranty/owc-productwarranty_lifetime.cfm states that the “warranty does not apply: (b) to damage caused by accident, abuse, misuse.” This same language is also echoed in the product warranty section on the terms of sale page: https://eshop.***/service/terms/sale#sSince this damage was caused by a customer accident and is not a defect of workmanship or materials, the customer has violated the warranty terms and may not receive a replacement or refund for this machineIn summation, we have reviewed the records of the transaction and reached out to the customer on multiple occasionsWe have already refunded the expedited shipping paid by the customer since the shipment did not arrive on timeMs*** spilled a substance in her computer and requested warranty serviceWe evaluated the machine and determined that the liquid residue was not present in the machine previously and that we would not be able to offer warranty service on the purchased machineMs*** verbally abused our employee and is now demanding that her machine receive warranty service in addition to being repaid for shipping yet againAt this time we are unable to offer any additional options to Ms***
Hello ***,
Thank you for your review! We are very sorry for any frustration that has been caused due to thisWhen selling computers we put each unit through rigorous testingThe tests that we do match the tests completed by *** on verified used machinesWe also have ***
Certified Techs making sure that all computers are up to standards before shipping outWe 100% confirm before shipping out any computers we make sure they have never and do not have liquid damageThe times that the computer was with us (before shipping and when sent back in for testing) the computer tested 100% and did not have any liquid damageThis damage had to be caused after we shipped back the unit for the 2nd timeAt this time we see that you have filed a charge back and nothing further can be done at this timeIf you have any questions about the status of the chargeback, you will need to contact your bankThank you for your time
We are very sorry to hear about your experience. Please know we would love to speak with you further! A representative will be reaching out to you shortly to work towards a resolution!
Initial Business Response /* (1000, 5, 2015/03/11) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Hello[redacted]
I am very sorry that your package has not arrived. I thank you very much for your feedback.
Looking...
into your order further we were able to find that this package was apart of a pile up due to weather. We have set up a new order for you as of 03-10-15 and this will be shipping out[redacted] Express. This method usually takes right around 2 to 3 business days but can take up to a week.
We are very sorry that your package did not arrive in time. If there is anything else we can do for you please feel free to contact OWC.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2014/06/13) */
Dear [redacted]
Thank you for taking the time to write to the Revdex.com.
Other World Computing appreciates the honest feedback and the opportunity to assist.
We are sorry for the issues experienced with our product and have our...
sincerest apologies.
We can assure you that this is not typical of this product.
At this point, a customer care representative will be reaching out to you so that this is no longer an inconvenience to you.
We look forward to assisting in the future and appreciate your business.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A customer care representative did contact me last friday (May 13, 2014). He still thinks it is a "software" issue instead of the SSD itself. We discussed several possibilities and I agreed to have a test by plug in my original [redacted] SSD to see if the freezing issue still exists. If yes, that's probably a software issue. If not, it is most likely their SSD's issue. So I did that from last Friday and having been used the [redacted] SSD till now (Monday May 16th). I didn't find any freezing issue at all. Giving the facts that I am using the same exact system and software configurations, I am very positive it is their SSD caused the freezing issue and it is probably defective again.
Here are the details of the tests (A copy has been emailed to them as well, but no response yet)
"Hi OWC,
To test whether the freezing is caused by your SSD or by my software/system/hardware, I did the following last Friday:
1) Connect my original [redacted] 256GB SSD via USB3.
2) Use a software, Carbon Copy Cloner, to copy everything in your SSD to my original [redacted] SSD, including all the softwares and files
3) Uninstall your SSD from my matchbook pro.
4) Install [redacted] SSD.
5) The system works with [redacted] SSD.
6) Encrypt the [redacted] SSD via : system references - Security & Privacy -- FileVault -- > Turn on FileVault
7) Run DiskUtitly to make sure the disk is not defective (see attached).
8) using my macbook pro as usual.
Now I've run my macbook for more than 36 hours and everything works okay. No freezing or slowing. I even tried running a heavy scientific code (written in C and fortran, it basically will use all the 8-core of my CPU), but nothing happens. The system became slower because the code was running, but nothing freezes. And the system resumes to normal after the code is done. So I am pretty sure my current [redacted] hardware, software and system configurations are totally okay.
One the other hand, your SSD gives me random freezing in a random manner last week, even after did a fresh install. Those kind of errors have been seen a lot in my previous experience when using the SSDs your OWC sold to me. I don't believe it can be a "lucky" thing. So it makes more sense to me that I have received a defective disk from you, for the 3rd time.
At this stage, as I said in my Revdex.com claim, I don't want to waste more time using your SSD, which will only gives me nothing but risk of losing data and time. Please do consider my request for a refund.
"
Final Business Response /* (4000, 9, 2014/06/20) */
We have spoken with[redacted] in regard to his issue and are happy to report that we have come to an agreement of mutual satisfaction. We appreciate the opportunity to make this situation right and we're happy to help if any further assistance is required.
Have a great day!
Thanks,
[redacted]
Final Consumer Response /* (4200, 11, 2014/06/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although we do have an agreement (because I don't have other choices except for their store credit) , I am not completely satisfied for the following reasons:
1) The original SSD I bought is priced at $539.99 . They are going to refund me at its current price : $359. So it is like I already lost $180 for just trying their defective products. Not to mention how much trouble and time it has cost me.
2) Even for the $359 refund, they can potentially charge me 7.5% restocking fee, if THEY think their disk is fine - even I have tried the disk for months and found it becomes freezing multiple times recently. This happens for 3 disks of their, not ONE.
3) I told them my credit account number (used to buy the disk) has been closed. They will refund to the that credit number and only issue a check after their refund is declined by the credit card company. Although I understand this process, it is not convenient to me.
4) I can not be satisfied until I get my money back.
Hello [redacted]
Thank you so much for your review and explanation of the experience with your order. We are very sorry for any inconvenience that has been caused. Looking into this further I see that a resolution has been made. Due to a cable not being sent in,...
a refund was not processed right away. At this time a refund for $1,529.10 will be processed and be able to be seen in your account in the next 2-4 days. Once the cable is sent into OWC and received a refund of $169.90 will be refunded. This will make a full refund of $1,699.00. We will make sure that a full refund is processed back into your account!
If you have any further questions or concerns, please feel free to contact us and we will be happy to assist you further!
In February 2015 I consulted with their so called "Technical support Staff" via LiveChat which SSD I have to buy for my [redacted] (I even sent him picture of my old SSD) and they sent me a link to order an SSD wich I ordered same day (paid $30-delivery fee+$30 for customs brokerage fee for inbound shipments to Canada).
Long story short I got a wrong SSD which doesn't work with my computer.
Get in touch with Customer Service via LiveChat and all I got from them is "We are very sorry, but you ordered wrong SSD".
This guys have no consideration for customers and I can prove it by presenting you transcript of my LiveChat discussion with customer service.
At the end of the day I spent $150 for useless staff.
Hello [redacted],
initial initial;">
Thank you so much for your review and we are very sorry to hear about your experience with these SSDs. We would like to clarify that we do not have any known issues with these SSDs and we would love to speak with you further on this. Please know that a representative will be reaching out to you shortly to work towards a resolution. Thank you for all of your time and we look forward to agreeing on a fix!
Summary:
OWC Software FALSELY advertises software value,...insists customer is confused.
The "OWC ThunderBay 4" I purchased crashed. It took more than two weeks to get it back- meantime loss of work, Fan is ALWAYS RUNNING.
OWC failed to post my review on their site, communications with customer service had no result to correct.
I searched many HD bay options to fit my [redacted] with Thunderbolt 2. I work on video and want something reliable and quick. I debated on this OWC ThunderBay 4 and the selling point for me was the additional software that they still advertise.
After getting the software, I found that they actually are only limited versions and they are really trying to get you to buy the upgrade version. Buying from the software companies you get more at HALF the price of what OWC advertises for this bundle.
Contacting customer service for FALSE ADVERTISING effected no change nor reimbursement.
Hello [redacted]
We are very sorry but as stated in previous emails we were able to see where the top title might cause some confusion, but the e-mail does contain further information on the conditions related to the free upgrade offer, as do the pages linked from the e-mail if clicked through. If read in its entirety, this e-mail does set the appropriate limits of the free upgrade offer from Parallels. The date range identified in the e-mail, from August 1st through October 31st, is the time period [redacted] would need to have been installed in order to qualify for the free upgrade. Installation between these dates would actually trigger an automatic process from [redacted] to send out the upgrade information and key.
As mentioned, we are also running discount offers in conjunction with Parallels' free upgrade offer. Since you had purchased your copy a few months ago and already installed it, the best we can offer is our lowest discounted price for those customers with qualifying recent orders prior to August 1st. If you would like to purchase [redacted] 12 for $35 after the discount, please let me know, and I will be happy to get that set up for you.Please contact us if you would like to take this discount.
Initial Business Response /* (1000, 5, 2015/07/08) */
Hello[redacted]
Thank you so much for your feedback. Upon reviewing your account we can confirm that your original order was placed on September 16th, 2013. Regrettably, per our terms and policies of sale a full 30 days from the...
original invoice date to contact us and obtain an RMA. By that same token, OWC will accept product returns received within 40 days from the original invoice date with a valid RMA number and containing all original components.
(http://eshop.macsales.com/service/returnpolicy#s1)
We were also able to verify there have been failures with the SSDs that you have received in the past from OWC. We are very sorry for these failures and we are more than happy to support these failures under the SSD's 3 year warranty.
As a courtesy, OWC was able to provide an "advanced" replacement. We want to provide every available option to get a working unit to you as quickly as possible. This procedure does require a temporary hold of funds on your card, to which you agreed, until the original SSD has been returned to OWC. This is to ensure the return of the problematic SSD. At the time of return, the hold of funds will be dropped from your account. A charge is only taken after 15 days of non receipt of the defective drive. However, considering these circumstances, we will certainly extend this deadline for return if need be, so that data recovery may be attempted.
These failures are quite uncommon, and OWC will, and has made sure to get you a tested, working SSD back to you as quickly as possible. As this is a particularly atypical situation we have also offered to have your computer sent in for testing and diagnostics for no additional cost. The goal of this is to make sure that there are no unpredictable factors outside our control that may have been causing these failures. We hope to make sure that your computer and our SSD are living up to their full potential together.
OWC will be more then happy to further assist you in getting the SSD tested in your exact computer to make sure it is fully operational in your exact environment. While we are confident that we will avoid further failures, we would love to use this as an opportunity to ensure your satisfaction. A representative has been in contact with you and is more than willing to assist you further. Thank you again!
Be sure to vote for your favorite video in the OWC video commercial contest! Voting is now open until July 31,11:59pm Central time. Go here http://eshop.macsales.com/shop/video-contest/entries to see the videos and cast your vote - the lucky winner will receive a fantastic video workstation worth more than $12,000!
Sincerely,
[redacted]
Customer Service Social Media Evangelist
Other World Computing, Inc. (OWC)
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/07/31) */
The company refuses to take responsibility for the products the they sell that are clearly substandard. They will not allow me a full refund on the product, offeing me only about 60% of what I actually paid for the item. They refuse to help in any way, shape or form.
I am just asking for a refund for my product for the price I paid.
Final Business Response /* (4000, 14, 2015/08/03) */
Hello[redacted]
Thank you so much for your feedback. Upon reviewing your account we can confirm that your original order was placed on September 16th, 2013. Regrettably, per our terms and policies of sale link: http://eshop.macsales.com/service/returnpolicy#s1 :
"OWC recognizes that sometimes customers' wants and needs change and they may need to return a purchase. OWC would be pleased to assist you with a return for refund of many of our products within 30 calendar days. Availability for refund is determined at OWC's sole discretion.
(OWC acknowledges that our customers are busy people. That's why OWC extends our customers a full 30 days from the original invoice date to contact us and obtain an RMA. By that same token, OWC will accept product returns received within 40 days from the original invoice date with a valid RMA number and containing all original components. To ensure customer satisfaction, all internal hard drives carry an extended 90-day replacement policy.)"
We were also able to verify there have been failures with the SSDs that you have received in the past from OWC. We are very sorry for these failures and we are more than happy to support these failures under the SSD's 3 year warranty.
As a courtesy, OWC was able to provide an "advanced" replacement. We want to provide every available option to get a working unit to you as quickly as possible. This procedure does require a temporary hold of funds on your card, to which you agreed, until the original SSD has been returned to OWC. This is to ensure the return of the problematic SSD. At the time of return, the hold of funds will be dropped from your account. A charge is only taken after 15 days of non receipt of the defective drive. However, considering these circumstances, we will certainly extend this deadline for return if need be, so that data recovery may be attempted.
These failures are quite uncommon, and OWC will, and has made sure to get you a tested, working SSD back to you as quickly as possible. As this is a particularly atypical situation we have also offered to have your computer sent in for testing and diagnostics for no additional cost. The goal of this is to make sure that there are no unpredictable factors outside our control that may have been causing these failures. We hope to make sure that your computer and our SSD are living up to their full potential together.
OWC will be more then happy to further assist you in getting the SSD tested in your exact computer to make sure it is fully operational in your exact environment. While we are confident that we will avoid further failures, we would love to use this as an opportunity to ensure your satisfaction. A representative has been in contact with you and is more than willing to assist you further. Thank you again!
We are very sorry for any frustration that has been caused. The original battery was placed on November 11th 2014 and was sold with a 1 year Newer Technology Limited Warranty. We do understand that the original battery purchased failed and a replacement was set up on April 11th 2015. This was possible as it was still within the 1 year warranty that came with the original purchase on November 11th 2014. As this was a replacement battery and not a brand new purchase, the warranty will still fall under the original purchase date.
On April 24th 2016 you first contact OWC about the replacement battery failing. At that time we were able to explain that this battery is out side of warranty. The warranty expired on November 11th 2015.
We do apologize for the battery failing outside of the warranty time period and we are more the happy to do everything we can to assist you. We will be happy to provide 50% off of a new battery with a brand new 1 year warranty.
Thank you so much for sharing this feedback. I am very sorry to hear of the less the quality experience that you have received from OWC. Please know that Other World Computing strives to provide the world's best customer service and products. The experience you have shared fails to meet the...
exceptional standards we have as a company. Please know that I will be personally reviewing your account and the events that have occurred. We have been able to look into the events that happened and found that there was no charges besides the original payment of November 18th for $99.78. We were however able to find authorizations that were taken in place of a new battery being sent out to you. The dates are as followed November 20th for $89 and November 24th for $89. In order to process a Cross Shipment, an authorization is agreed upon and explained that authorization will be dropped once the original battery is received back at OWC. The original batteries arrived back to OWC as of today (11-30-15) and the authorizations have been dropped and readily available on your account. We have also been able to refund your account for the full amount of $99.78 today. This can take up to 24-48 hours depending on the bank.
We are very sorry for any inconvenience that has been caused in this matter. Please know that a representative of OWC will be following up with you. Thank you again for your feedback!
Complaint: [redacted]
Thank you for your response.
However, I am rejecting this response because:
OWC / MacSales.com claims that they examined the computer prior to shipment and during repair, guaranteeing that there was no liquid damage. This statement is unsubstantiated due to the matter at hand. While i'm certain that this might be a case a majority of the time, in this instance this is untrue. The response is predicated on general procedure, rather than factual matter of a specific device.
I am guaranteeing that in no way did I, nor anyone else cause the damage. I am 100% certain of this. The computer has had issues since receipt, and this has been communicated to OWC on several occasions since receipt. The fact is, is that this is how the computer was sent out by OWC, the first time (purchase). Liquid damage WAS missed by the techs at OWC is only an testament to the high level of incompetence demonstrated by techs.
The general non acceptance of any kind of responsibility or desire to resolve the situation has proven to be the norm with OWC.
I am prepared to continue until full resolution of the matter has been made.
Thank you.
Sincerely,
[redacted]
Helvetica;">Thank you so much for your review and we are very sorry for any frustration that has been caused. We have been able to refund you the full amount of your order of $644.08. We will be happy to get you the Credit Memos sent to you by email. Please be aware that we were able to process the refund when promised. The process of a refund with [redacted] is a little different and can take some time. We have to physically refund [redacted] first then once they accept it and process the refund, they put it back into your account. We are very sorry but we do not have any control on how quickly [redacted] processes this.
We would also like to clarify that we no way and OWC in no way intends to sell faulty products. The fact that your unit came back and failed is very rare and we do apologize for this.
Please know an email will be sent to you shortly with the proof of a full refund. Thank you for your time and cooperation!
Hello [redacted]
We are very sorry for the late response...
and for any frustration that has been caused during your order process. Please know that we were able to look into this further and find that your order was stopped for verification. This verification can take up to 24 hours and we are very sorry this was not clear or explained to you. Please know that we will be more then happy to provide you a full refund on your shipping cost ($21.69). This will be processed in the next 3-5 business days.
We are very sorry again for any frustration this has caused. Thank you for your time and cooperation.
Customer requested a refund on a Factory Seal Apple Computer. Our terms of service state:
square;">Restocking Fee: No, item must be returned with approved RMA, in its original condition and OWC or manufacturer-sealed packaging.
https://eshop.macsales.com/service/returnpolicy#s27
The machine was not returned in its original manufacturer sealed packaging therefore a restocking fee was assessed to the refund. The customer agree to our terms of service when the order was placed. The machine was returned due to mechanical issues however the machine had a manufacture warranty which would have covered a replacement.
The Applecare that was also purchased was refunded.
Thank you for your response. The tests that we do match the tests completed by [redacted] on verified used machines. We have [redacted] Certified Techs making sure that all
computers are up to standards before shipping out. We 100% confirm before shipping out any computers we make sure they have never and do not have liquid
damage. We are 100% sure that no liquid damage was on this computer from the time of the original order as well as the 2nd time it was sent back out T
This damage had to be caused after we shipped back the unit for the 2nd time. At this time we see that you have filed a charge back and nothing further can be done at
this time. If you have any questions about the status of the chargeback, you will need to contact your bank. Thank you for your time.
Hello [redacted]
font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Thank you for your review. We did receive the forwarded e-mail and were able to review it. We can see where the top title might cause some confusion, but the e-mail does contain further information on the conditions related to the free upgrade offer, as do the pages linked from the e-mail if clicked through. If read in its entirety, this e-mail does set the appropriate limits of the free upgrade offer from [redacted] The date range identified in the e-mail, from August 1st through October 31st, is the time period [redacted] would need to have been installed in order to qualify for the free upgrade. Installation between these dates would actually trigger an automatic process from [redacted] to send out the upgrade information and key.
As mentioned, we are also running discount offers in conjunction with [redacted]' free upgrade offer. Since you had purchased your copy a few months ago and already installed it, the best we can offer is our lowest discounted price for those customers with qualifying recent orders prior to August 1st. If you would like to purchase [redacted] 12 for $35 after the discount, please let me know, and I will be happy to get that set up for you.Please contact me and let us know how you would like to proceed as we are very interested in resolving this to your satisfaction.
We are very sorry for the error that has occurred. At this time we shipping you a fourth memory chip out with Saturday Delivery to bring your RAM up to 16GBs. We have also put in a request to get you a 512GB SSD, which we will receive within 10 days. Once we get...
that, the SSD will be shipped to you overnight as well. As stated over a phone call we will not be able to send you an upgraded graphics card. We however will be refunding you $200 for the price difference between the cards. We will also be providing a refund for the price of shipping $77.93.
We are very sorry again for the error and we appreciate all of your time and cooperation!
1) Our records show that customer *** *** purchased a computer from us at 7:35PM on Monday November 21, Although our website states that machines ship within hours our systems show her order was shipped the same day the order was placed, and did so with overnight shipping through
*** 2) While we are able to dictate to *** the type of shipping the customer has chosen, we do not have control over the actions of the carrierUnfortunately there was a transit delay with Ms* *** shipment that resulted in the machine being delivered on Wednesday November 23, Due to this delay ***, the website for Other World Computing, refunded the customer’s overnight shipping in fullThis refund amounted to $3) Our customer service records show that Ms*** did contact us the same day she received the computer and reported performance issues to usShe claimed that the machine wouldn’t boot past the Apple screenShe spoke with one of our customer service representatives and received her Return Merchandise Authorization number, which allowed her to return the machine to us in such a way that we could track the shipment and attribute it to her account4) Our shipping records show that the customer did ship her laptop back on 11/We began processing her return at the start of business on 11/Our internal process mandates that we thoroughly check all returns given to us for completenessThis ensures that no parts were left out of the package, and no parts belonging to the customer were erroneously included in the packageSince the customer complained that the computer was not functioning, this prompted our team to run several diagnostics on the computer to see where the error was occurringAt this time our customer returns team noticed that there was liquid damage to the computerOur internal notes are as follows: SN match, returned complete- liquid damage on the interior.- reviewed with EW and RL, consensus is spill is too fresh appears to be soda or juice- build would have been stopped had it happened here, would not have shipped- sending pix to CCSUPSDj11/30/First, there is an absence of a note on the packagingWhenever our customer returns team receives any package, any damage is noted in the customer notes. The absence of such a note here means that there was no damage visible to the packagingSN means serial numberThis is the verification step to ensure that the computer returned was the one sent to the customerThe following note means that the computer was received with all appropriate cables and discsFor evidence of the liquid damage on the interior of the machine, please see the pictures enclosed with this mailingThe following line says that the person processing the machine, in this case *** ** reviewed the machine with the help of *** ** *** *** *This was done because the spill of liquid in the interior appeared to be fresh, which means that the spill occurred in the last few daysIt was not an old spill that could have been overlooked in the quality control processAdditionally, the spill was food-based, not chemical or water based as might be incurred had the computer or packaging leaked in transitNext, the following line of the internal notes is the most importantIt states that the build-out of the computer during the original quality control process would have been stopped originally and would never have been shipped to a customer if there was evidence of any spill or liquid damage within the machineLiquid damage is too unpredictable and makes a machine non-saleableWhen we sell refurbished computers, the machines undergo a multi-point inspection processIn this way we have notes as to the exact qualities of each machine we shipOur proprietary and confidential process is as follows: 1. The machine receives a grade based on external cosmeticsThat is to say, any scratches or dings on the cover of the machine are logged and ultimately are reflected in the price of the machineMachines with internal flaws are not permitted to be sold2. The machine goes through a hardware test to ensure it is in working conditionThis means the computer boots up properly, the ports on the computer are functioning, and the base hardware of the computer is all usablea. The computer’s hard drive is securely erased, and an OS is installedWe have a machine that writes over all of the data on the hard drive with ones and zeros to replace all of the current data on the computerThis ensures that no machine is sold with existed dataOnce erased, computers have an operating system installed, which also overwrites existing data3. The external faces of the machine are cleaned so the screen and body are free from any dust or debris4. Another team member different from the previous team member working with the computer reevaluates the external condition of the machine to confirm the grade provided5. The machine is physically opened, inspected for damage including liquid, and cleanedUp until this point, the machine has had to be turned off and on several times and each system and port of the machine evaluated for functionalityThis final step is to ensure the operability and performance previously noted will continue for the customerAs mentioned before, any liquid damage has the potential to render a machine non-functioning at any timeAs such, we do not sell machines with any liquid damage present internallyFinally, because our quality control process is checked and rechecked multiple times, the third bullet references our internal procedure for our own notes as a way of further elucidating our process. When it says “build would have been stopped here” the notes mean that the inspection, cleaning, and upgrade would have been stopped in the initial quality control process had there been liquid found in the machine initially. As such, since the machine would not be able to be shipped with liquid present initially, and since we ship our computers in packaging that guards against any liquid exposure, and additionally since the return package had no damage present, the only place the liquid could have been spilled into the machine is at the customer’s house. Given our myriad of checks and rechecks, there was no way for the computer to have originally shipped with liquid damage in it or for the computer to have received such liquid damage during the transportation processPlease see attached photos showing the liquid residue present in the machine5) The Leadership Member referenced by Ms*** as *** did disconnect the call with the Ms***After we informed the customer that we had found she spilled liquid in the computer and that this was not covered by the warranty, Ms*** began verbally abusing our employeeThe customer was requested to stop using profanity directed at the Leadership Member who was assistingBecause the abusive language continued, our processes dictate that the employee should hang up if the customer is unable to stop the abuseMs *** has publicly admitted to using profanity over social media (See Facebook Media Post Attachment)6) Ms*** requests that her laptop either be replaced or refundedThis is not possible, as the damage she did to the computer is not covered by our stated warranty policiesAs proven in section above, the liquid damage to the computer could not have come from anyone but the customerThis type of damage is not covered by our stated warranty policiesOur limited lifetime warranty policy located here: https://eshop.***/Service/warranty/owc-productwarranty_lifetime.cfm states that the “warranty does not apply: (b) to damage caused by accident, abuse, misuse.” This same language is also echoed in the product warranty section on the terms of sale page: https://eshop.***/service/terms/sale#sSince this damage was caused by a customer accident and is not a defect of workmanship or materials, the customer has violated the warranty terms and may not receive a replacement or refund for this machineIn summation, we have reviewed the records of the transaction and reached out to the customer on multiple occasionsWe have already refunded the expedited shipping paid by the customer since the shipment did not arrive on timeMs*** spilled a substance in her computer and requested warranty serviceWe evaluated the machine and determined that the liquid residue was not present in the machine previously and that we would not be able to offer warranty service on the purchased machineMs*** verbally abused our employee and is now demanding that her machine receive warranty service in addition to being repaid for shipping yet againAt this time we are unable to offer any additional options to Ms***
Hello ***,
Thank you for your review! We are very sorry for any frustration that has been caused due to thisWhen selling computers we put each unit through rigorous testingThe tests that we do match the tests completed by *** on verified used machinesWe also have ***
Certified Techs making sure that all computers are up to standards before shipping outWe 100% confirm before shipping out any computers we make sure they have never and do not have liquid damageThe times that the computer was with us (before shipping and when sent back in for testing) the computer tested 100% and did not have any liquid damageThis damage had to be caused after we shipped back the unit for the 2nd timeAt this time we see that you have filed a charge back and nothing further can be done at this timeIf you have any questions about the status of the chargeback, you will need to contact your bankThank you for your time
Hello,
We are very sorry to hear about your experience. Please know we would love to speak with you further! A representative will be reaching out to you shortly to work towards a resolution!
Initial Business Response /* (1000, 5, 2015/03/11) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Hello[redacted]
I am very sorry that your package has not arrived. I thank you very much for your feedback.
Looking...
into your order further we were able to find that this package was apart of a pile up due to weather. We have set up a new order for you as of 03-10-15 and this will be shipping out[redacted] Express. This method usually takes right around 2 to 3 business days but can take up to a week.
We are very sorry that your package did not arrive in time. If there is anything else we can do for you please feel free to contact OWC.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2014/06/13) */
Dear [redacted]
Thank you for taking the time to write to the Revdex.com.
Other World Computing appreciates the honest feedback and the opportunity to assist.
We are sorry for the issues experienced with our product and have our...
sincerest apologies.
We can assure you that this is not typical of this product.
At this point, a customer care representative will be reaching out to you so that this is no longer an inconvenience to you.
We look forward to assisting in the future and appreciate your business.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A customer care representative did contact me last friday (May 13, 2014). He still thinks it is a "software" issue instead of the SSD itself. We discussed several possibilities and I agreed to have a test by plug in my original [redacted] SSD to see if the freezing issue still exists. If yes, that's probably a software issue. If not, it is most likely their SSD's issue. So I did that from last Friday and having been used the [redacted] SSD till now (Monday May 16th). I didn't find any freezing issue at all. Giving the facts that I am using the same exact system and software configurations, I am very positive it is their SSD caused the freezing issue and it is probably defective again.
Here are the details of the tests (A copy has been emailed to them as well, but no response yet)
"Hi OWC,
To test whether the freezing is caused by your SSD or by my software/system/hardware, I did the following last Friday:
1) Connect my original [redacted] 256GB SSD via USB3.
2) Use a software, Carbon Copy Cloner, to copy everything in your SSD to my original [redacted] SSD, including all the softwares and files
3) Uninstall your SSD from my matchbook pro.
4) Install [redacted] SSD.
5) The system works with [redacted] SSD.
6) Encrypt the [redacted] SSD via : system references - Security & Privacy -- FileVault -- > Turn on FileVault
7) Run DiskUtitly to make sure the disk is not defective (see attached).
8) using my macbook pro as usual.
Now I've run my macbook for more than 36 hours and everything works okay. No freezing or slowing. I even tried running a heavy scientific code (written in C and fortran, it basically will use all the 8-core of my CPU), but nothing happens. The system became slower because the code was running, but nothing freezes. And the system resumes to normal after the code is done. So I am pretty sure my current [redacted] hardware, software and system configurations are totally okay.
One the other hand, your SSD gives me random freezing in a random manner last week, even after did a fresh install. Those kind of errors have been seen a lot in my previous experience when using the SSDs your OWC sold to me. I don't believe it can be a "lucky" thing. So it makes more sense to me that I have received a defective disk from you, for the 3rd time.
At this stage, as I said in my Revdex.com claim, I don't want to waste more time using your SSD, which will only gives me nothing but risk of losing data and time. Please do consider my request for a refund.
"
Final Business Response /* (4000, 9, 2014/06/20) */
We have spoken with[redacted] in regard to his issue and are happy to report that we have come to an agreement of mutual satisfaction. We appreciate the opportunity to make this situation right and we're happy to help if any further assistance is required.
Have a great day!
Thanks,
[redacted]
Final Consumer Response /* (4200, 11, 2014/06/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although we do have an agreement (because I don't have other choices except for their store credit) , I am not completely satisfied for the following reasons:
1) The original SSD I bought is priced at $539.99 . They are going to refund me at its current price : $359. So it is like I already lost $180 for just trying their defective products. Not to mention how much trouble and time it has cost me.
2) Even for the $359 refund, they can potentially charge me 7.5% restocking fee, if THEY think their disk is fine - even I have tried the disk for months and found it becomes freezing multiple times recently. This happens for 3 disks of their, not ONE.
3) I told them my credit account number (used to buy the disk) has been closed. They will refund to the that credit number and only issue a check after their refund is declined by the credit card company. Although I understand this process, it is not convenient to me.
4) I can not be satisfied until I get my money back.
Hello [redacted]
Thank you so much for your review and explanation of the experience with your order. We are very sorry for any inconvenience that has been caused. Looking into this further I see that a resolution has been made. Due to a cable not being sent in,...
a refund was not processed right away. At this time a refund for $1,529.10 will be processed and be able to be seen in your account in the next 2-4 days. Once the cable is sent into OWC and received a refund of $169.90 will be refunded. This will make a full refund of $1,699.00. We will make sure that a full refund is processed back into your account!
If you have any further questions or concerns, please feel free to contact us and we will be happy to assist you further!
Avoid this place by all means!!!
In February 2015 I consulted with their so called "Technical support Staff" via LiveChat which SSD I have to buy for my [redacted] (I even sent him picture of my old SSD) and they sent me a link to order an SSD wich I ordered same day (paid $30-delivery fee+$30 for customs brokerage fee for inbound shipments to Canada).
Long story short I got a wrong SSD which doesn't work with my computer.
Get in touch with Customer Service via LiveChat and all I got from them is "We are very sorry, but you ordered wrong SSD".
This guys have no consideration for customers and I can prove it by presenting you transcript of my LiveChat discussion with customer service.
At the end of the day I spent $150 for useless staff.
Hello [redacted],
initial initial;">
Thank you so much for your review and we are very sorry to hear about your experience with these SSDs. We would like to clarify that we do not have any known issues with these SSDs and we would love to speak with you further on this. Please know that a representative will be reaching out to you shortly to work towards a resolution. Thank you for all of your time and we look forward to agreeing on a fix!
Summary:
OWC Software FALSELY advertises software value,...insists customer is confused.
The "OWC ThunderBay 4" I purchased crashed. It took more than two weeks to get it back- meantime loss of work, Fan is ALWAYS RUNNING.
OWC failed to post my review on their site, communications with customer service had no result to correct.
I searched many HD bay options to fit my [redacted] with Thunderbolt 2. I work on video and want something reliable and quick. I debated on this OWC ThunderBay 4 and the selling point for me was the additional software that they still advertise.
After getting the software, I found that they actually are only limited versions and they are really trying to get you to buy the upgrade version. Buying from the software companies you get more at HALF the price of what OWC advertises for this bundle.
Contacting customer service for FALSE ADVERTISING effected no change nor reimbursement.
Hello [redacted]
We are very sorry but as stated in previous emails we were able to see where the top title might cause some confusion, but the e-mail does contain further information on the conditions related to the free upgrade offer, as do the pages linked from the e-mail if clicked through. If read in its entirety, this e-mail does set the appropriate limits of the free upgrade offer from Parallels. The date range identified in the e-mail, from August 1st through October 31st, is the time period [redacted] would need to have been installed in order to qualify for the free upgrade. Installation between these dates would actually trigger an automatic process from [redacted] to send out the upgrade information and key.
As mentioned, we are also running discount offers in conjunction with Parallels' free upgrade offer. Since you had purchased your copy a few months ago and already installed it, the best we can offer is our lowest discounted price for those customers with qualifying recent orders prior to August 1st. If you would like to purchase [redacted] 12 for $35 after the discount, please let me know, and I will be happy to get that set up for you.Please contact us if you would like to take this discount.
Initial Business Response /* (1000, 5, 2015/07/08) */
Hello[redacted]
Thank you so much for your feedback. Upon reviewing your account we can confirm that your original order was placed on September 16th, 2013. Regrettably, per our terms and policies of sale a full 30 days from the...
original invoice date to contact us and obtain an RMA. By that same token, OWC will accept product returns received within 40 days from the original invoice date with a valid RMA number and containing all original components.
(http://eshop.macsales.com/service/returnpolicy#s1)
We were also able to verify there have been failures with the SSDs that you have received in the past from OWC. We are very sorry for these failures and we are more than happy to support these failures under the SSD's 3 year warranty.
As a courtesy, OWC was able to provide an "advanced" replacement. We want to provide every available option to get a working unit to you as quickly as possible. This procedure does require a temporary hold of funds on your card, to which you agreed, until the original SSD has been returned to OWC. This is to ensure the return of the problematic SSD. At the time of return, the hold of funds will be dropped from your account. A charge is only taken after 15 days of non receipt of the defective drive. However, considering these circumstances, we will certainly extend this deadline for return if need be, so that data recovery may be attempted.
These failures are quite uncommon, and OWC will, and has made sure to get you a tested, working SSD back to you as quickly as possible. As this is a particularly atypical situation we have also offered to have your computer sent in for testing and diagnostics for no additional cost. The goal of this is to make sure that there are no unpredictable factors outside our control that may have been causing these failures. We hope to make sure that your computer and our SSD are living up to their full potential together.
OWC will be more then happy to further assist you in getting the SSD tested in your exact computer to make sure it is fully operational in your exact environment. While we are confident that we will avoid further failures, we would love to use this as an opportunity to ensure your satisfaction. A representative has been in contact with you and is more than willing to assist you further. Thank you again!
Be sure to vote for your favorite video in the OWC video commercial contest! Voting is now open until July 31,11:59pm Central time. Go here http://eshop.macsales.com/shop/video-contest/entries to see the videos and cast your vote - the lucky winner will receive a fantastic video workstation worth more than $12,000!
Sincerely,
[redacted]
Customer Service Social Media Evangelist
Other World Computing, Inc. (OWC)
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/07/31) */
The company refuses to take responsibility for the products the they sell that are clearly substandard. They will not allow me a full refund on the product, offeing me only about 60% of what I actually paid for the item. They refuse to help in any way, shape or form.
I am just asking for a refund for my product for the price I paid.
Final Business Response /* (4000, 14, 2015/08/03) */
Hello[redacted]
Thank you so much for your feedback. Upon reviewing your account we can confirm that your original order was placed on September 16th, 2013. Regrettably, per our terms and policies of sale link: http://eshop.macsales.com/service/returnpolicy#s1 :
"OWC recognizes that sometimes customers' wants and needs change and they may need to return a purchase. OWC would be pleased to assist you with a return for refund of many of our products within 30 calendar days. Availability for refund is determined at OWC's sole discretion.
(OWC acknowledges that our customers are busy people. That's why OWC extends our customers a full 30 days from the original invoice date to contact us and obtain an RMA. By that same token, OWC will accept product returns received within 40 days from the original invoice date with a valid RMA number and containing all original components. To ensure customer satisfaction, all internal hard drives carry an extended 90-day replacement policy.)"
We were also able to verify there have been failures with the SSDs that you have received in the past from OWC. We are very sorry for these failures and we are more than happy to support these failures under the SSD's 3 year warranty.
As a courtesy, OWC was able to provide an "advanced" replacement. We want to provide every available option to get a working unit to you as quickly as possible. This procedure does require a temporary hold of funds on your card, to which you agreed, until the original SSD has been returned to OWC. This is to ensure the return of the problematic SSD. At the time of return, the hold of funds will be dropped from your account. A charge is only taken after 15 days of non receipt of the defective drive. However, considering these circumstances, we will certainly extend this deadline for return if need be, so that data recovery may be attempted.
These failures are quite uncommon, and OWC will, and has made sure to get you a tested, working SSD back to you as quickly as possible. As this is a particularly atypical situation we have also offered to have your computer sent in for testing and diagnostics for no additional cost. The goal of this is to make sure that there are no unpredictable factors outside our control that may have been causing these failures. We hope to make sure that your computer and our SSD are living up to their full potential together.
OWC will be more then happy to further assist you in getting the SSD tested in your exact computer to make sure it is fully operational in your exact environment. While we are confident that we will avoid further failures, we would love to use this as an opportunity to ensure your satisfaction. A representative has been in contact with you and is more than willing to assist you further. Thank you again!
We are very sorry for any frustration that has been caused. The original battery was placed on November 11th 2014 and was sold with a 1 year Newer Technology Limited Warranty. We do understand that the original battery purchased failed and a replacement was set up on April 11th 2015. This was possible as it was still within the 1 year warranty that came with the original purchase on November 11th 2014. As this was a replacement battery and not a brand new purchase, the warranty will still fall under the original purchase date.
On April 24th 2016 you first contact OWC about the replacement battery failing. At that time we were able to explain that this battery is out side of warranty. The warranty expired on November 11th 2015.
We do apologize for the battery failing outside of the warranty time period and we are more the happy to do everything we can to assist you. We will be happy to provide 50% off of a new battery with a brand new 1 year warranty.
Thank you so much for sharing this feedback. I am very sorry to hear of the less the quality experience that you have received from OWC. Please know that Other World Computing strives to provide the world's best customer service and products. The experience you have shared fails to meet the...
exceptional standards we have as a company. Please know that I will be personally reviewing your account and the events that have occurred. We have been able to look into the events that happened and found that there was no charges besides the original payment of November 18th for $99.78. We were however able to find authorizations that were taken in place of a new battery being sent out to you. The dates are as followed November 20th for $89 and November 24th for $89. In order to process a Cross Shipment, an authorization is agreed upon and explained that authorization will be dropped once the original battery is received back at OWC. The original batteries arrived back to OWC as of today (11-30-15) and the authorizations have been dropped and readily available on your account. We have also been able to refund your account for the full amount of $99.78 today. This can take up to 24-48 hours depending on the bank.
We are very sorry for any inconvenience that has been caused in this matter. Please know that a representative of OWC will be following up with you. Thank you again for your feedback!
Complaint: [redacted]
Thank you for your response.
However, I am rejecting this response because:
OWC / MacSales.com claims that they examined the computer prior to shipment and during repair, guaranteeing that there was no liquid damage. This statement is unsubstantiated due to the matter at hand. While i'm certain that this might be a case a majority of the time, in this instance this is untrue. The response is predicated on general procedure, rather than factual matter of a specific device.
I am guaranteeing that in no way did I, nor anyone else cause the damage. I am 100% certain of this. The computer has had issues since receipt, and this has been communicated to OWC on several occasions since receipt. The fact is, is that this is how the computer was sent out by OWC, the first time (purchase). Liquid damage WAS missed by the techs at OWC is only an testament to the high level of incompetence demonstrated by techs.
The general non acceptance of any kind of responsibility or desire to resolve the situation has proven to be the norm with OWC.
I am prepared to continue until full resolution of the matter has been made.
Thank you.
Sincerely,
[redacted]
Hello [redacted],
Helvetica;">Thank you so much for your review and we are very sorry for any frustration that has been caused. We have been able to refund you the full amount of your order of $644.08. We will be happy to get you the Credit Memos sent to you by email. Please be aware that we were able to process the refund when promised. The process of a refund with [redacted] is a little different and can take some time. We have to physically refund [redacted] first then once they accept it and process the refund, they put it back into your account. We are very sorry but we do not have any control on how quickly [redacted] processes this.
We would also like to clarify that we no way and OWC in no way intends to sell faulty products. The fact that your unit came back and failed is very rare and we do apologize for this.
Please know an email will be sent to you shortly with the proof of a full refund. Thank you for your time and cooperation!
Hello [redacted]
We are very sorry for the late response...
and for any frustration that has been caused during your order process. Please know that we were able to look into this further and find that your order was stopped for verification. This verification can take up to 24 hours and we are very sorry this was not clear or explained to you. Please know that we will be more then happy to provide you a full refund on your shipping cost ($21.69). This will be processed in the next 3-5 business days.
We are very sorry again for any frustration this has caused. Thank you for your time and cooperation.
Customer requested a refund on a Factory Seal Apple Computer. Our terms of service state:
square;">Restocking Fee: No, item must be returned with approved RMA, in its original condition and OWC or manufacturer-sealed packaging.
https://eshop.macsales.com/service/returnpolicy#s27
The machine was not returned in its original manufacturer sealed packaging therefore a restocking fee was assessed to the refund. The customer agree to our terms of service when the order was placed. The machine was returned due to mechanical issues however the machine had a manufacture warranty which would have covered a replacement.
The Applecare that was also purchased was refunded.
Thank you for your response. The tests that we do match the tests completed by [redacted] on verified used machines. We have [redacted] Certified Techs making sure that all
computers are up to standards before shipping out. We 100% confirm before shipping out any computers we make sure they have never and do not have liquid
damage. We are 100% sure that no liquid damage was on this computer from the time of the original order as well as the 2nd time it was sent back out T
This damage had to be caused after we shipped back the unit for the 2nd time. At this time we see that you have filed a charge back and nothing further can be done at
this time. If you have any questions about the status of the chargeback, you will need to contact your bank. Thank you for your time.
Hello [redacted]
font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;">Thank you for your review. We did receive the forwarded e-mail and were able to review it. We can see where the top title might cause some confusion, but the e-mail does contain further information on the conditions related to the free upgrade offer, as do the pages linked from the e-mail if clicked through. If read in its entirety, this e-mail does set the appropriate limits of the free upgrade offer from [redacted] The date range identified in the e-mail, from August 1st through October 31st, is the time period [redacted] would need to have been installed in order to qualify for the free upgrade. Installation between these dates would actually trigger an automatic process from [redacted] to send out the upgrade information and key.
As mentioned, we are also running discount offers in conjunction with [redacted]' free upgrade offer. Since you had purchased your copy a few months ago and already installed it, the best we can offer is our lowest discounted price for those customers with qualifying recent orders prior to August 1st. If you would like to purchase [redacted] 12 for $35 after the discount, please let me know, and I will be happy to get that set up for you.Please contact me and let us know how you would like to proceed as we are very interested in resolving this to your satisfaction.
Hello [redacted]
We are very sorry for the error that has occurred. At this time we shipping you a fourth memory chip out with Saturday Delivery to bring your RAM up to 16GBs. We have also put in a request to get you a 512GB SSD, which we will receive within 10 days. Once we get...
that, the SSD will be shipped to you overnight as well. As stated over a phone call we will not be able to send you an upgraded graphics card. We however will be refunding you $200 for the price difference between the cards. We will also be providing a refund for the price of shipping $77.93.
We are very sorry again for the error and we appreciate all of your time and cooperation!