very poor customer service. Takes a long time to resolve a simple matter.

Full Review

I've been shopping with mwave for a long time, first order placed about 7 years ago or so. Just recently placed a new order for some computer parts totaling about $2k.

One of the bundle was a motherbord/cpu/memory bundle assembled by mwave. I got the bundle along with the rest, however, the on-board network card was 100Mb vs website advertised 1000Mb (1Gb). The manual confirmed the max speed of 100mb as well as manufacture web site for the particular revision. I thought, I would simple put a call to the mwave's customer server to have the board returned and replaced with the other.
The first person I spoke had no idea what I was talking about and notified me that I have to talk to tech support to open up a case, otherwise they would not even talk to me about the issue with the order. I had to call literally 5 times in order to get a tech person on the phone and spent about 40 min describing him the issue, with the board and the result was that the manufacture has 2 revisions of the same board where 1 has the advertised features, and the other was the board I got that did not correspond to the mwave.com item description. Finally, the tech support person, advised me to call cust support to arrange the board return and replace with another 1.

The result of the conversation that I learned next day, when called customer support to arrange the return/exchange was quite different "I got the board with the revision, I did not want, and the company cannot guarantee the revision”. No word about wrongly advertised board. I understand, the can happen and manufacture may send different or wrong item. But it should not take 2 days of calling to resolve this simple matter. Customer server rep was very defensive, and advised me to call tech support again to fix the case description. I asked for the supervisor, and she did not realize the nature of the issue either and stated that they did not guarantee the revision, without mentioning the features, and transferred me again to the tech support. And finally, a person understood the idea, and promised to issue the refund and send the return shipping label, so I can order another bundle and they will provide testing option ($10) for free.

I think, the customer service reps should be more proficient in the nature of the business they provide.

Very unsatisfied by the customer service and by the time it took to resolve a simple matter.