An I/O Magic RMA
I own and use a I/O Magic 320gb external hard drive. I bought the drive in December when my ‘old’ HP laptop had to be returned for repair. A few months later the external drive randomly stopped working. After waiting a month for a copy of the receipt to come from my bank, I was able to send the device in for warranty repair.
When you send in an item for repair, the instructions specifically say ‘do not send in cables or manuals’. So I sent them the drive. Within a week, a new drive arrived at my doorstep. I plugged in the drive and, to my amazement, it did not work. I took a look down at the power supply and it did not have power.
I called I/O Magic, and after being tossed around from tech support to websales and finally to the RMA department — we concluded that the power supply was faulty. I/O Magic offered to ship me out a new power supply — covered by the warranty. I figured that since I originally payed $8.04 to ship the drive to them for repair, they would cover the shipping costs.
For some unknown reason, I/O magic decided to pay all but $0.33 cents of the shipping. This forced me to travel to the post office with change in hand, in order to claim my package.
What I am curious about is why do companies not ask you to find the exact problem before issuing an RMA. If someone would have told me to send in the power supply as well — or to check to see if it was the problem, then everything would have been fine.
I love the drive and it works great. However, the ability of a company to provide decent service baffles me at times. Most of the employees wanted me to buy a new power supply for the drive.
Justin
Tags: external hard drive, I/O Magic, Memory
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