In the OWC Electra 6G article I wrote last month I missed the 24/7 customer service information. Being one of the hardcore guys from the power user category, it's easy for me to overlook warranty, customer service, tech support and other areas that can be large selling points to a portion of our audience. Sorry about that. The whole 'customer experience' portion of the sale is very big for Other World Computing and they pride themselves on doing it better than anyone else. As I mentioned earlier in the article, to my knowledge only Kingston has a 24/7 customer service / tech support system (and I wasn't able to find it on their US website). OWC also has a five year warranty with their flagship Mercury Extreme Pro 6G products (three year for the async flash based Electra).
Before we get into the good, bad and the ugly, let's put this 24/7 business behind us. At 9:25 PM on a Friday I called OWC's main telephone number that is conveniently published at the top of their website's landing page, macsales.com. Within a few moments I was directed to the website via an automated system that informed me that technical support was closed for the evening and to try the 24/7 customer service link on the website. This link is just under the telephone numbers for OWC and the recording pointed me right to it.
At 9:29 I clicked on the "24/7 Live Chat" button and was asked a few easy questions. The only one I see being a problem is the Reference Number, you may need to pull your drive out to put in the serial number, but can also use your order number.
At 9:42 my help ticket was picked up by Tom and we were 24/7 Live Chatting. The hold time was roughly 13 minutes.
By 9:45 EST (8:45 CST, OWC's server time) Tom had informed me that I needed to call Tech Support in the morning to find out how to update the firmware of my sample drive that shipped with the latest firmware.
Let me point out that there is a fundamental difference between customer service and tech support. With customer service you can find out the tracking number of your package. With tech support you can ask about updating firmware.
Let's not end the post-sale support chat on a sour note. OWC has implemented a new strategy that is above and beyond what anyone else has done in the past in this market. OWC is encouraging you to test drive their SSDs because they are confident that you will like it and want to keep it. I'll tell you this, I like and am going to keep it. The details for the 30-Day Money Back Guarantee are available at this link.
The OWC Mercury Extreme Pro 6G with the new SF-2282 controller and Toshiba Toggle Mode flash is the 2.5" drive to get at this time if you are looking for full on, no compromise, no BS performance. We have every 2.5" client SF-2000 Series SandForce drive available in the US sitting on our desk and this is the fastest right now.
Last week I spoke with OWC about a number of topics and the desktop adapter bracket came up. OWC is considering making a 2.5" to 3.5" desktop adapter bracket available with the purchase of a drive or maybe an item available on request. On the website, macsales.com, they list an add-on for purchase at the bottom of the product page. The adapter bracket listed is quite elaborate and has a 20 Dollar price tag.
If you include the 20 Dollar adapter bracket the total amount spent on the 240GB Mercury Extreme Pro 6G like what we reviewed today comes out to nearly 570 USD. The 120GB Mercury Extreme Pro with the bracket comes out to nearly 300 Dollars. It's safe to say the Mercury Extreme Pro 6G has a lofty price regardless of the bracket, but the performance is unmatched, just like the service after the sale.
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- Page 1 [Introduction]
- Page 2 [Specifications, Pricing and Availability]
- Page 3 [The Packaging]
- Page 4 [The OWC Mercury Extreme Pro 6G SSD]
- Page 5 [Test System Setup and ATTO Baseline Performance]
- Page 6 [Benchmarks - HD Tune Pro]
- Page 7 [Benchmarks - AIDA64 Random Access Time]
- Page 8 [Benchmarks - CrystalDiskMark]
- Page 9 [Benchmarks - PCMark Vantage Hard Disk Tests]
- Page 10 [PCMark Vantage - Drives with Data Testing]
- Page 11 [Benchmarks - AS SSD]
- Page 12 [Benchmarks - Passmark]
- Page 13 [Final Thoughts]