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"No Longer a LiteOn Customer" wrote in message om... For a long while I thought one can never go wrong with purchasing Lite-On products. That is why all the CD/DVD drives in my PCs are from Lite-On (4 of them). So, it was only natural that when time came to purchase a "consumer type" DVD player, I didn't think twice before purchasing the Lite-On LVD-2001. All seemed well, until I discovered that one of the functions is not working as advertised and I needed Lite-On's customer service... It has been quite a frustrating experience. They seem to consistently reply with ambigous and evasive answers. When I finally requested clear and explicit answers, I never heard from them again... I ended up filing a complaint with the BBB and I will probably hear from them soon. But for the benefit of all, I thought you may want to know who you are dealing with. So, I am posting here my entire correspondence (to date) with Lite-On customer service, copied VERBATIM, except for my full name and other personal details. snip long story Face up to it. You made a bad decision *not* to simply return the item to your retailer. You had that option, and the Lite-On tech even reminded you of it in his/her second response. You opted for the shipping expense and time lost. You also opted for low price, which seems to be the way the world works today. Consequently, you didn't get perfect, red carpet service after the sale. Given that numerous off-shore electronics manufacturers simply refuse to deal with retail customers at all, saying warranty service is between the end user and the retailer, you weren't treated badly at all. |
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"Peter van der Goes" wrote in message news:zugQb.35563$zP6.12372@okepread02...
Face up to it. You made a bad decision *not* to simply return the item to your retailer. Yes, you are right. I made a bad decision. I should have returned it to the retailer, but was lured into thinking that by sending it to the manufacturer I would get a unit that functions as advertised. Also, there was big card that came with the product, saying: "Before returning this product to the original purchase location, please contact Lite-On customer service first. Qualified Lite-On customer service representatives can answer any questions you may have". your retailer. You had that option, and the Lite-On tech even reminded you of it in his/her second response. You opted for the shipping expense and You mean this ambigously written response? : "The only suggest we can provide at this time is returning the unit to us to double check or your can return it to your re-seller." of it in his/her second response. You opted for the shipping expense and time lost. You also opted for low price, which seems to be the way the world works today. Consequently, you didn't get perfect, red carpet service after Correct. A lesson learned. Perhaps others can learn from this lesson, too. If only I could find a refence like this thread *before* I made the purchase... the sale. Given that numerous off-shore electronics manufacturers simply refuse to deal with retail customers at all, saying warranty service is between the end user and the retailer, you weren't treated badly at all. I disagree. A warranty is a warranty. If the manufacturer specifically and explicitly requires end users to contact him directly, then he should behave accordingly. |
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bb wrote in message . ..
Hear from who? FYI, the BBB is a waste of time and effort. They have no power to do anything except keep records of complaints. 15 years ago I remember the BBB was very helpful. Has this changed? In the future NEVER send something to the factory for repair if you are able to return it for an exchange or refund. Thanks for the advice. I will certainly follow it. |
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"No Longer a LiteOn Customer" wrote:
A warranty is a warranty. If the manufacturer specifically and explicitly requires end users to contact him directly, then he should behave accordingly. I think that was your mistake. The enclosed card telling you to call support rather than return the unit is not a 'requirement' because they have no way to enforce it. It's merely a suggestion they rely on the reader to impose upon themselves. The way I look at it, usual warranty procedure can involve replacing a defective unit with a referb. Since I didn't buy a referb, I'm not going to RMA a unit within the store's return policy. I'll call support, but only for information...nothing more. If that information doesn't fix the problem, back it goes. Rick. -+--- http://www.alienshore.com/seeking/ |
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Like most consumers, you are not even trying to communicate with the store,
just because the return period has expired. I would be surprised if the store did not exchange the unit for you. I have had similar experiences, where there are extenuating circumstances far beyond yours, and because I presented my case properly, the store manager agreed. Second, you can call the credit card company (I hope you paid by credit card -- always a wise thing to do) and have this charge disputed for your very good reasons -- even though you already paid for it from the statement it was on. The credit card companies allow some months for this procedure, and it only takes a phone call. BUT!! THIS IS A LAST RESORT!! - do this only after contacting the store for a refund, which I am certain will work. Neil The Consumer Advocate Neil Cat Paintings At Carol Wilson Gallery http://www.carolwilsongallery.com |
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