Microdrive users BEWARE!!! (long)

[Gary T]

Sorry to hear about your loss Scooter. Hope you'll be able to straighten it out. What kind of CF did you get? Have you looked at the http://www.mydigitaldiscount.com site? They have some pretty good cards and there are several positive feedbacks within the forums here about the cards. Just got myself a 256 the other day, looking at a 512 next.

Gary T

I'll stick with a nice fast and reliable CF card thank you. Glad
this came to light. I've been hammered on by several friends that
swear by the MicroDrives, but I think I'll just stay away from them
thank you....

 

[DavidP #28649]

How many warranties explicity state HOW something is to be returned?

If you returned an item in packaging that couldn't protect the item, do you think most places would then honor the warranty?

It might work. But man, that's gonna lead to very long warranty cards, don't ya think?

What if the warranty card simply says "appropriately packaged" or some such language?

contacting your state's Consumer Affairs Department, particularly
if this packing requirement was imposed by IBM after the fact
rather than in the original warranty language. Follow up with a
complaint letter to the state agency, copying IBM. That might be
enough to shake them loose.

--
The Unofficial Photographer of The Wilkinsons
http://thewilkinsons.crosswinds.net
Photography -- just another word for compromise

 

[RichW]

and the web site refers to full size drives. I imagine if the microdrive were in its original antistatic case then it would be acceptable. I wonder how Scooter packaged it?

Rich

Yep, but that's NOT how the website asks for them to be returned.

 

[Scooter]

to my employer. It's the Sandisk Ultra 128. It's pretty great!!! I saw info on the Lexar 1 gig card, but whoa!!! That's some bucks. I gotta admit, the 1 gig spoiled me rotten at first, I took SO many shots. But I noticed it got slower and slower and slower. Not too long ago, I posted a rave about IBM customer support and the info they gave me about formatting on the computer rather than in the camera. At first it looked like that was the remedy, but no. They're so friendly on the phone!

But thanks for the site link. I just saved it.

yer pal™,
Scooter

Gary T

I'll stick with a nice fast and reliable CF card thank you. Glad
this came to light. I've been hammered on by several friends that
swear by the MicroDrives, but I think I'll just stay away from them
thank you....

 

[rgranger]

All the auto mfgs. used to try this, the feds slammed them and now they must prove that something you did caused a problem. They used to routinely void warranties because someone used an aftermarkt air filter or oil filter. If you do a little research on this bill you may be able to include that in your next letter. Make the letter certified and state your demands (don't ask). Tell them that they have 30 days to respond or you will seak legal action. You could most likely win in small claims.

Good luck!

 

[murphy]

I think the trick is to let the company know that if they dont comply with your request, that it will cost them more money and more bad publicity than to just replace the drive.

Start calling them every day. Work on the supervisors, call the world headquarters and speak to a VP incharge of public relations. Call them every day.

Write a few letters.

Make sure you keep professional and polite at all times but let them know that you will NOT stop untill you get what you want.

Most companies will give in by the time you reach just about anyone at the world headquarters who has any position of relevance.

The bottom line is that when the company realizes your going to cost them more headace and personal time than what the device is worth, they will give in. It is only good buisness to cave in for this situation.

Murph

 

[RichW]

http://www.dpreview.com/forums/read.asp?forum=1019&message=3054923

This link will lead you to a 512mb Ritek for $190. I think I will get one myself. Good luck,

Rich

But thanks for the site link. I just saved it.

yer pal™,
Scooter

Gary T

I'll stick with a nice fast and reliable CF card thank you. Glad
this came to light. I've been hammered on by several friends that
swear by the MicroDrives, but I think I'll just stay away from them
thank you....

 

[Scooter]

and have him write "IBM Screws photographers" over NYC ;-)

I'm going to fight this, with a smile on my face and will keep EVERYONE updated.

yer pal™,
Scooter

I think the trick is to let the company know that if they dont
comply with your request, that it will cost them more money and
more bad publicity than to just replace the drive.

Start calling them every day. Work on the supervisors, call the
world headquarters and speak to a VP incharge of public relations.
Call them every day.

Write a few letters.

Make sure you keep professional and polite at all times but let
them know that you will NOT stop untill you get what you want.

Most companies will give in by the time you reach just about anyone
at the world headquarters who has any position of relevance.

The bottom line is that when the company realizes your going to
cost them more headace and personal time than what the device is
worth, they will give in. It is only good buisness to cave in for
this situation.

Murph

 

[Scooter]

This link will lead you to a 512mb Ritek for $190. I think I will
get one myself. Good luck,

Rich

But thanks for the site link. I just saved it.

yer pal™,
Scooter

Gary T

I'll stick with a nice fast and reliable CF card thank you. Glad
this came to light. I've been hammered on by several friends that
swear by the MicroDrives, but I think I'll just stay away from them
thank you....

 

[Bill Bradstreet]

I complained to IBM's hard drive division once. I attempted to buy a drive from them, but the staff wasn't knowledgable enough to help me pick a compatible drive (with an older Aptiva computer). I complained and got a call from a customer service representative to see if there was something he could do. They do care. It just can be hard to get them to get the idea through their heads that they goofed.

As for what you've described. I would think if you called the support people again and asked to talk to a supervisor. Mention that someone on an online forum told you to talk to him -- this will inform them that the world is wondering how IBM will fix the problem.

Good luck with whatever you do.

 

[Nill Toulme]

It needs to be worded in a way that a reasonable person can understand and be expected to act upon. If it said click your heels three times and say "There's no place like home" when you drop it in the mailbox and they voided your warranty because you didn't have a notary witness the fact, I don't think the typical state attorney general would be amused.

If it does say something like "appropriately packaged," the burden should be on IBM to show that (a) it was not appropriately packaged, (b) a reasonable person should have known that, and arguably in addtion (c) that they were actually prejudiced in some fashion by that fact.

The fact remains that if it doesn't say something like that, they can't change the warranty after the fact with some fine print on a website.

Nill

How many warranties explicity state HOW something is to be returned?

If you returned an item in packaging that couldn't protect the
item, do you think most places would then honor the warranty?

It might work. But man, that's gonna lead to very long warranty
cards, don't ya think?

What if the warranty card simply says "appropriately packaged" or
some such language?

 

[Nill Toulme]

And it certainly can't hurt.

Nill

 

[DavidP #28649]

One would HOPE they'd accept the drive packaged in its original packaging. But, the website they referred him to didn't mention that at all.

and the web site refers to full size drives. I imagine if the
microdrive were in its original antistatic case then it would be
acceptable. I wonder how Scooter packaged it?

--
The Unofficial Photographer of The Wilkinsons
http://thewilkinsons.crosswinds.net
Photography -- just another word for compromise

 

[Mike Russell]

Scooter.....

I know a lot about the IBM support structure.. There are ways to get this resolved..

First and foremost... Another poster has already said.. Escallate! There is always someone higher in IBM, they may make it difficult to get to, but keep moving up the corprate ladder. Explain the situtation in full and honestly each time you speak to someone new. Let them know your pain and frustration, and re-iterate over and over the drive was broken already!

If at some point in time you get someone who refuse to escallate further (pester and bug and bug and pester)then you goto the IBM website, about us section and look for the Director of Public Relations, or Customer Relations etc... Start trying to reach these people. It will take some time and patience but you will eventualy get one of their assistants on the phone. Explain the problem again and ask for the oportuntity to talk with the Director guy.. When you star involving these people.. Wasting 10 minutes of there time is more then the drive is worth. Especially now that IBM is selling the Harddrive business to Toshiba.

The other option you have is to get someone else to change the drive for you. If you have friend in Canada, or overseas. Send them the drive and get them to exchange it. IBM offers international warranty. Do not do an online RMA though, bring it to one of the local service centre's.

Keep at them.. I doubt you will have to go very far before you find the right people to get this fixed for you.

One question for you. Is there any physical damage to the drive, or is it just not working?

Mike

 

[bbcoach51]

Have you emailed each of their support centers a copy of this thread on the forum yet? You might also list all of the other photography forums that many of us read on a regular basis. Butch

 

[Patrick Hayden]

Man, after read reading this, I'M PIS!ED

I was getting ready to order another MD for my trip to Spain.

BUT NOT NOW! No Way!

Im so tired of this BIG Corp. BS... it makes ME SICK!

Scooter Post a Phone number & Ticket number and Ill personaly let them know they knocked themselfs out of taking my money!

P.S. whos got the best price on best price -per- Megabyte RAM CF?

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

--
Patrick Hayden

IN THE FUTURE, THE REAL WILL BE ANALOG AND THE IDEAL DIGITAL

 

[Joe Gruber]

Another lesson here is that CF cards like the IBM MD have MOVING PARTS and are FRAGILE. If IBM won't honor the warranty even though it's shipped in BUBBLE wrap -- what does that tell you? Every time you remove that MD from the camera you squeeze the package. That's one of the primary reasons for failure. Granted IBM is holding your feet to the fire here, but the next time you purchase a CF card, GET SOLID STATE MEMORY. It's not a question of IF your MD will fail...just WHEN it will fail.
jg

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

 

[DavidP #28649]

If I stopped buying things after reading somebody's horror story on the internet about poor service, etc. there'd be NOTHING in this world I could buy.

You can always find SOMEBODY who got shafted.

Man, after read reading this, I'M PIS!ED

I was getting ready to order another MD for my trip to Spain.

BUT NOT NOW! No Way!

Im so tired of this BIG Corp. BS... it makes ME SICK!

Scooter Post a Phone number & Ticket number and Ill personaly let
them know they knocked themselfs out of taking my money!

P.S. whos got the best price on best price -per- Megabyte RAM CF?

--
The Unofficial Photographer of The Wilkinsons
http://thewilkinsons.crosswinds.net
Photography -- just another word for compromise

 

[Steve Mason]

Well I just completed the IBM RMA dance with a SCSI drive from a server.
The instructions on the RMA web page were VERY specific on packaging.
They were quite adamant about not using bubble wrap.

It took me an extra day to find the proper packaging, but I played the game their way, and it worked out.

I'm not saying that the RMA site you went to had those warnings, just relating my experience.

IBM could learn a thing or 2 from Dell and Compaq. With Dell and Compaq, you call them, explain the problem, then they ship you the replacement, you ship them back the defective unit in the packaging that THEY used.
Zero hassle.

14 day turnaround for a SCSI drive out of a production DB server? Geez....

Thank goodness for RAID5

If you have an IBM Microdrive and you EVER have a problem with it,
please read this.

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.

 

[DavidP #28649]

If your imagse are important, NEVER rely on just one microdrive. Or even just one CF, for that matter (they can and DO fail).

That's why I now have three 1-GB microdrives. The original is an IBM. The other two are Iomega's that I got a heck of a deal on ($200 each delivered).

Another lesson here is that CF cards like the IBM MD have MOVING
PARTS and are FRAGILE. If IBM won't honor the warranty even though
it's shipped in BUBBLE wrap -- what does that tell you? Every time
you remove that MD from the camera you squeeze the package. That's
one of the primary reasons for failure. Granted IBM is holding
your feet to the fire here, but the next time you purchase a CF
card, GET SOLID STATE MEMORY. It's not a question of IF your MD
will fail...just WHEN it will fail.

--
The Unofficial Photographer of The Wilkinsons
http://thewilkinsons.crosswinds.net
Photography -- just another word for compromise