If you have an IBM Microdrive and you EVER have a problem with it,
please read this.
And please note, I have reviewed this post three times to make sure
it is as accurate as possible, considering the lesson I learned
with embellishment this week.
But dang it, I?m very angry with
IBM. Please read on and forgive the length.
I got a 1 gig Microdrive about two months ago. Within a month it
started acting up and eventually failed completely. I called the
Customer Service number and spoke with a really nice guy who gave
me these specifics: 1.) Your warranty is valid, 2.) Go on-line
and establish an RMA Number (something to do with the replacement
request), 3.) Ship to this address and 4.) Be sure to include
your RMA number, part number (which is wrong on my Microdrive and I
had to get the right part number from the rep. Apparently IBM
mis-labled many microdrives) and serial number. Do NOT forget the
RMA number in your letter THAT IS MOST IMPORTANT! (He reiterated
that).
I followed those instructions, carefully packed the microdrive in
two layers of bubble wrap, placed in a durable envelope, taped it
secure and as far as I was concerned, I did exactly what I was told.
This to me is THE most important point. In the e-mail I received
once I requested the RMA number, this line appears: ?Please be
aware that you may experience a delay in receiving your
replacement disk drive based on stock availability. If product is
available, your replacement order will be processed within 14
working days after the receipt of your defective disk drive.?
That tells me that typically, IBM will opt to replace the item
rather than attempt to repair it.
Well, I got a card today telling me that I had to go to UPS to pick
up my package from IBM. They ignored my shipping address. I
simply had to drive across town and pick it up. Okay, no problem.
And then, I open the package (an envelope with MY original bubble
wrap, not a box). Included is the original microdrive and this
note: Your drive failed to meet the IBM packaging requirements,
therefore, the RMA has been REJECTED and your entitlement to a
replacement drive has been VOIDED. PLEASE DO NOT SEND THE DRIVE
BACK TO US BECAUSE THIS DRIVE IS NO LONGER UNDER WARRANTY AND IF
YOU DO, WE WILL RETURN YOUR DRIVE AND YOU WILL BEAR ALL SHIPPING
COST. We will not send you a replacement drive.
Folks, please note the word "replacement"!
I?m out some $350.00 because the dead drive that I was sending in
wasn?t packaged correctly. Now, I look at the e-mail I originally
received, at the VERY BOTTOM is a note about packaging and a link
to a site that apparently will tell me what "proper" packaging is.
I fully acknowledge now, that I didn?t do this properly. But, this
is what really angers me. The returned drive? It was shipped to
me the EXACT same way I shipped it to them. They shipped it in a
paper envelope, in the same bubble wrap. The very curt letter
never uses words like, ?we regret to inform you? or
?unfortunately?. It just says, basically, ?we gotcha?.
Yes, I should have read EVERY SINGLE WORD of the e-mail. But am I
crazy? if they are saying that the way they will fix this problem
is by sending a new microdrive, and the fact that I took pains to
package this carefully, am I crazy for feeling a little screwed?
Couldn?t the customer service rep have given me a heads up about
the danger of improper packaging? Wouldn?t this have been a
little kind? Couldn?t the e-mail have mentioned this at the
beginning or at least emphasized this? If my packaging is the
equivalent of their packaging, is this a way for them to get out of
a certain percentage of warranties? What if I might be able to get
someone to fix this thing but it got screwed up because of they way
THEY sent it back?
I blew it, I see that now. But I feel like I was given as many
possible opportunities to blow it and IBM hoped I would. I will
NEVER do business with them again. EVER! I am so mad about this.
Folks, read EVERY SINGLE WORD when it comes to warranties, even
when it applies to ?reputable? companies like IBM. If there is any
possibility of getting out of their responsibility, they will.
Ugh. Thanks for reading.
Yer pal?,
Scooter
