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Pros: I was so impressed with newegg customer service, I would like to share this chat session between newegg agent Rebecca Z and customer Michael Wilkes(ME) about this MSI motherboard. I have to use the Pros, Cons, and Other Thoughts text boxes to fit it all.
Rebecca Z.: Welcome Michael Wilkes! My name is Rebecca Z.
Rebecca Z.: How may I assist you today?
Michael Wilkes: I wrote a long email and the email page wont let you submit emails over 300 characters, so I am going to try to chat the email to you.
Rebecca Z.: Thank you for providing me with that information. I truly apologize for any inconvenience you have endured. I assure you I will do my best to resolve this issue. Could you please send me the email content here?
Michael Wilkes: Dear Newegg,
You have an incorrect item description.
I bought this motherboard:
"MSI Z97A GAMING 7"
I bought it specifically because the description says it supports M.2 ssd at gen3x4 speed. Here is a quote from the newegg product page. "Delivering speeds up to 32Gb/s using Gen3x4, Turbo M.2 is more than 5 times faster than a regular SATAIII connection!"
It was not until after the entire computer was built that I discovered that the M.2 ssd was not benchmarking anywhere near the right numbers. So after some researching, I read the motherboard specs on the manufacturers website, MSI.com. Here is a quote from the MSI product page. "M.2 and SATA Express transfer data through a PCI Express 2.0 x2 interface up to 10 Gb/s, making it 67% faster than SATA 3.0 solutions."
So the motherboard is capable of 10Gbps, not 32Gbps as the newegg description states.
It is really frustrating that I have to take the whole computer apart and start over.
Here is what I need from you.
1. I want to RMA this MSI motherboard. Item#: N82E16813130843
2. I want to order this ASRock motherboard instead. "ASRock Z97 Extreme6/ac" Item#: N82E16813157568. I would like free Next Day shipping so that I can work late Thursday night and deliver the computer to my customer on Friday as I promised.
Michael P Wilkes
Cons: Rebecca Z.: Thank you for that information. Could you please give me one moment while I check it?
Michael Wilkes: yes of course
Rebecca Z.: Thank you for holding.
Rebecca Z.: May I please know where exactly you found Delivering speeds up to 32Gb/s using Gen3x4, Turbo M.2 is more than 5 times faster than a regular SATAIII connection on our item page, so I can further check it for you?
Michael Wilkes: ok, give me a moment.
Rebecca Z.: Sure, take your time.
Michael Wilkes: if you go to this web page "http://www.newegg.com/Product/Product.aspx?Item=N82E16813130843". scroll about 2/3 of the way down. under the red heading that says "PUSH YOU SSD EVEN HARDER WITH TURBO M.2", it is the first sentence in the white paragraph of text.
Other Thoughts: Rebecca Z.: Thank you for that information. One moment please while I check it...
Rebecca Z.: Thank you for holding. I just found it.
Rebecca Z.: I will issue you a refund RMA and honor free next day shipping for your replacement order.
Michael Wilkes: awesome
Rebecca Z.: Can you please provide me with the following information, so I can finish this RMA?
Is the item physically damaged?
Do you have the retail box, UPC code and accessories for the return item?
Can you verify your current shipping address?
Michael Wilkes: yes, the item works, i still have all boxes.
Michael Wilkes: my address is
Michael Wilkes: XXXXXXXXXXXX
Michael Wilkes: Oklahoma City, OK XXXXX
Rebecca Z.: Thank you for that information. One moment, please...
Michael Wilkes: sure
Rebecca Z.: Thank you for holding.
Rebecca Z.: A refund RMA has been issued. You will receive a confirmation email within the next 5-10 minutes with the return instructions. Once we receive your return, it will take 2-5 business days for us to process the RMA and an additional 3-5 business days for the refund to appear in your original form of payment.
Michael Wilkes: will the new motherboard be shipped out now and get here tomorrow? or do you have to receive the RMA board before shipping the new one?
Rebecca Z.: Please place a new order for the other item with next day shipping.
Michael Wilkes: ok
Rebecca Z.: After you receive the invoice email, please email me at: firstname.lastname@example.org with the invoice number. I will then refund you the shipping cost and will keep you updated via email as well.
Michael Wilkes: ok that sounds great.
Michael Wilkes: if you want to hold a minute i can probably place that order in a couple minutes
Rebecca Z.: Sure, I can hold here. :)
Michael Wilkes: ok i placed the order and i have received the order confirmation email
Michael Wilkes: do you want me to copy paste the email into the chat, or forward the email to you?
Rebecca Z.: Yes, may I just have the order number?
Michael Wilkes: XXXXXXXXX
Rebecca Z.: Thank you for that information. I will keep an eye on this order for you. Once it is invoiced, I will refund you the shipping cost and will keep you updated via email.
Michael Wilkes: thank you very much
Rebecca Z.: You are welcome. :)
Rebecca Z.: Is there anything else I can assist you with today?
Michael Wilkes: no, you have been a big help. i am happy that i may still be able to deliver the computer to my customer on friday. i appreciate the help.
Rebecca Z.: It is my honor to help you. :)
Rebecca Z.: Thank you for giving us an opportunity to serve you. Before we end our chat, I want to invite you to take our Customer Satisfaction Survey. To take the survey, all you need to do is click the "Exit" button at the top of the chat window. Your feedback is greatly appreciated. Thank you for contacting Newegg. I hope you have an eggcellent day!
Michael Wilkes: you too, bye
System: The session has ended!
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Cons: Very tight on the head which I really like, but some ppl might not.
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