Anyone have experience with Mwave?

[dave computer]

Mwave has good customer service in my opionion. I've actually drop a screw driver and broke a new motherboard and rma'd it and got a brand new one. Well they are good at rma's.

[thatguymark]

I have never seen a store rating as skewed as Mwave. They have a LOT of problems, (I have bought a lot from them) including 25% of refurbished items having crap like leftover shipping labels on the box, tons of glue from the old label being peeled off and all their rep can say is "I'm sure we wouldn't send you something used") but that's exactly what it is. Even open box is nowhere near that bad from other merchants. Then again, they sell used hard drives with 15,000 Power On Hours as "new pull" too.

They have *consistently* gotten worse in their *service* of very simple things over the last year that I've dealt with them. In fact I think I joined this site to write a 4 star review for them just because I got a decent deal on something that first time. A BIG and very common and ignorant mistake. (of course they are no longer 4 star)

Even though they are listed as a merchant that DOES actively monitor Resellerratings they have never contacted me regarding an issue, but then again RR prompts me to edit and update an old review rather than write a new one. Not that I expect them to do much anyway.

Another classic is putting me back in the hold queue in chat ("please hold for support." what the hell were the person chatting with me before doing???) when they don't have the answer to a simple question about review coupon (for a PUBLISHED first time review on an item, so there should be no limit) and then all of the sudden nobody is available for chat support, even though the website shows they are available.

Although I realize one persons experience is limited, I've just had way too many things happen from them both in quantity and variety. I'm sorry but the people who write positive reviews for receiving one product in good shape in halfway decent time just distorts the real picture of the kind of service these guys provide, (ALL merchants SHOULD ship on time and have no problem with sealed retail products ANYWAY) and I've seen horror stories from other people online, namely Fatwallet forums. What are the chances that ONE PERSON would CONTINUALLY experience this? This is why some merchants with near 100% feedback on eBay in fact has very poor service. You gotta READ what people have written rather than go by the average rating.

They should definitely not be anywhere near a 9 in rating, and whatever "elite" means on here it seems it is completely meaningless if a merchant like Mwave has it.

[thatguymark]

Resellerratings deleted my review.

They sent me an email saying "please do not quote others" when the quote is from a product review on Mwave, ONE issue out of MANY, a couple of lines out of a very long review. How am I supposed to edit it when it's just gone, Lara?

Did MWave exert some pressure so that you guys have to resort to finding a technicality to censor this review?

So much for hearing from your peers. And of course you guys did nothing about the double post from Lee when there's been plenty of time to take care of what should be a very simple issue. How many of those are there to skew the ratings?

Maybe you should censor this post too, but then if anyone read it before you deleted the post they will know what you're doing.

EDIT: Of course "Lara" just repeats the "instructions" to edit my review, but in fact I cannot even write a new review. When I click on that button, it does not open a box for me to edit the existing review (which is clearly gone from my account) like it does for reviews I've written for other merchants, instead it goes to the RR home page.

So it seems I am barred from reviewing MWave completely.

[thatguymark]

After saying I will be posting about this on Slickdeals all of the sudden the review can be reactivated, yeah make a liar out of me. Why wasn't this done before?

I'm sure there are all kind of technical reasons that my review can be disqualified, and since I'm never coming back here again at some point people will not notice if you do. It seems plenty of people on SD already knows you guys are biased, I guess you won't get much bad public opinion from my post after all, since it's not exactly news. So long.

[Socalgal]

When trying to help people, solutions are facilitated if one puts forth at least some small effort into reading and understanding feedback, not jumping to conclusions, not making assumptions, and relaying information, all while not treating the other like a goon. When one is so angry, so trigger-happy, so close-minded that s/he cannot see the forest for the trees, it's hard to effectively help that person.

thatguymark, I rarely submit feedback on the forums but as you opened the door and brought this to forum, let me reiterate our position, policies, how we operate.

(1) They should definitely not be anywhere near a 9 in rating, and whatever "elite" means on here it seems it is completely meaningless if a merchant like Mwave has it.

- That's your opinion (which is fine) but not a fact - but for the record it's extremely rare for every customer to have an absolutely perfect experience with a store. Stores sometimes make mistakes, and because something happened to you doesn't mean it happened to anyone or everyone else.

(2) Resellerratings deleted my review.

-- False. We do not delete reviews. We will deactivate reviews if they are found to be in non-compliance with our policies.

(3) How am I supposed to edit it when it's just gone, Lara?

--Instructions were emailed to you on exactly how to edit your review, twice, before and after your accusations of us deleting your review.

(4) ...but in fact I cannot even write a new review. When I click on that button, it does not open a box for me to edit the existing review (which is clearly gone from my account) like it does for reviews I've written for other merchants, instead it goes to the RR home page.

-- As I replied to your emailed complaint of same, we were (and are) having issues with the site since its redesign. I replied that I would immediately submit the bug to our dev team (and did so).

Then, to accommodate you, I activated the review so that you could access it via your profile for editing.

(5) Of course "Lara" just repeats the "instructions" to edit my review

-- Because you relayed no indication or information whatsoever that you had a problem entering your review, as instructed. I assumed you missed reading the instructions the first time, logically so, IMO.

(6) Maybe you should censor this post too, but then if anyone read it before you deleted the post they will know what you're doing.

-- We don't edit or censor reviews. We don't edit or censor forum posts. We can and will remove them from view, however, if they're determined to be in violation of policy, or just spiral downward without further merit.

(7) So it seems I am barred from reviewing MWave completely.

-- False. (Another leap to another false conclusion.)

(8) After saying I will be posting about this on Slickdeals all of the sudden the review can be reactivated, yeah make a liar out of me. Why wasn't this done before?

-- See responses to (4), (5) above.

(9)I'm sure there are all kind of technical reasons that my review can be disqualified, and since I'm never coming back here again at some point people will not notice if you do. It seems plenty of people on SD already knows you guys are biased, I guess you won't get much bad public opinion from my post after all, since it's not exactly news. So long.

-- It's unfortunate some humans' natures would rather rumormonger, believe the worst, and/or believe everything they read, rather than learn the facts. We have always be open and eager to answer questions via email about our practices, mission, operations, goals. All one needs to do is ask us - the source - rather than assume some anonymous person on some anonymous forum with some unfounded axe to grind, is telling the truth, the whole truth, and nothing but the truth.

Usually one finds that policies were not met, instructions were not followed, there were technical errors beyond control, etc. Our mission is to provide a platform for consumers to speak out about their experiences with and opinions of merchants.

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(10) So long.

-- Take care.