DVL-Digest 1434 - Postings: Index 3 yr warranty, CS and future purchases 3 yr warranty, CS and future purchases - "Valerie Shoaps" Hi, In vein of the recent CS thread and now the drive warranty thing, I thought I'd pass on a recent experience. Last month, I bought five 200 gig 8mb cache drives; one WD and four Maxtor. WD - no problem and very fast. First Maxtor, it makes noise. I call up CS, put an RT effect in my NLE and put the phone next to my system for him to hear it. "No problem, send it back to us. Would you like a cross shipment"? Yeah! Two days later replacement Maxtor is here and the faulty one is at UPS. (FWIW, the second Maxtor is making noises too, but not as bad. I figure I'd let them process my first return before calling about the second one). I have two older IBM 80 gig drives that have been not well (one fails the IBM DFT, the other hangs on it and won't complete it). Go to IBM's site, led to Hitachi, and call their CS. The cranky guy makes me run the tests over again, and asks me all kinds of really basic questions. I tell him I'm a video editor, build my own systems and yes, I do know what a jumper is. I'm normally very sweet and easy going (hehehe), but this guy p!ssed me off. He tells me to go back to their website and fill in the RMA info there as it would take 2 or 3 days for him to do it. I was on hold for 15 minutes, I wanted to just get it moving. OK, I'll do it. Cross shipment? No. No? IBM drive #2. He says there isn't any warranty on it as it must've been given out for a magazine review of something. I bought it OEM. I ask him why it says it has a 3 year warranty right on the face? "I don't know, Miss. Perhaps you should return it to the point of purchase?" 2.5 years ago? They aren't going to do squat. Hitachi sends me an email with a link for how to properly pack their drives for return. Foam only, no bubble wrap, peanuts, etc... Items not packed to specifications will not be honored (the warranty). Great, so I spend two hours driving around looking for foam. Have to temporarily transfer media onto a new drive, etc... Big pain in the neck. Soooo.... I'll never buy another IBM/Hitachi drive again, purely on the CS and how they handle their customers. Granted, I'm not a company like ProMax buying palettes of drives, but I'm not bad for a small, small business. I'll probably buy another five or six drives this year. WD or Maxtor. >>>end of CS (customer service) and drive warranty rant<<< Valerie Creative Cow Forum Leader - AVID - Adobe Premiere - Bay Area Video & Motion Graphics UGs ________________________________ http://www.creativecow.net (diese posts stammen von der DV-L Mailingliste - THX to Adam Wilt and Perry Mitchell :-) [up] |
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