Digital Overcast

Actual Consumer Experiences with Companies

Kien Lai | EBZ 303 | 3/20/03 | California State Polytechnic University, Pomona

Western Digital
I purchased a new 30GB Western Digital hard drive about 2 years ago and recently found out that it's defective. Luckily, it has a 3 year warranty. I contacted Western Digital online and was instructed to perform a diagnostic program, which could be downloaded from their website. Bad sectors were found by the program. I returned to the Western Digital website and sent them the information. I was then sent back instructions on how to return the hard drive and was given a RMA number. Within two weeks I was sent a replacement by UPS. I'm thinking about getting a new hard drive within the next 8-10 weeks and would buy another Western Digital because of my experience with them.

Asus
I purchased an Asus motherboard a year ago and recently had a question that the manual failed to answer. I checked their online website and searched through the FAQs with no luck. I then e-mailed tech support as a last resort. After 2 days, I finally got an answer. It didn't help though because the person who answered the e-mail just repeated the question.

Amazon.com
I purchased an upgrade for my computer through Amazon.com and got a great deal. It was less expensive compared to other websites and came with free shipping. A few days later, I was sent an e-mail by a high position executive from Amazon.com informing me that they had accidentally charged me shipping when it was suppose to be free. I was reassured that it would be charged back to my credit card and that they were sorry for the inconvenience. It was nice of them to have caught the error before I was aware of the fact and would have had to gone through the trouble of contacting them. I would definitely buy from Amazon.com again.

Sony
I purchased a Sony MP3 player and had a problem installing the software on my computer. Microsoft Windows XP will install the program, but will not open the program. I went to Sony's website and was told by tech support to download an upgrade and patch for the program. It was a hassle because the downloads were berried deep within the website and it took me nearly half an hour to find the right upgrade and patch. Good thing the downloads were free because I would have been furious if I had to pay for something that should have came with the MP3 player to begin with. Overall, it was a negative experience because I had to go out of my way to make the device work properly without satisfactory help from Sony.

Macromedia (aquired by Adobe)
I purchased website building software from Macromedia and had a difficult time learning all of the buttons and design tools. I went to their website and was amazed at how quickly I found people eager to help through the online forums. The website had set up an online community of devoted users of their software and helped answer ALL of my questions and problems. Macromedia is great and that's why I switched from using Microsoft website building software to Macromedia's.

Intel
I purchased an Intel processor (that came with a 3 year warranty) and discovered that it was damaged on one of the corners where the copper was exposed. I wrote Intel describing the problem in detail about 4 months ago and still have not heard from them. You would think a company this big would have the courtesy to at least give you the run-around. My opinion of this company has changed from bad to worse.

Circuit City (no longer in business)
I bought a Sony PDA that came with a rebate from the store. After waiting 4 months with no rebate check, I called Circuit City and they said that they never got the forms. The person on the other line, however, was super nice and collected some information about the PDA along with my address. Within 3 days, I got the rebate check.

Jansport
I purchased a Jansport backpack 5 years ago. The right strap was beginning to rip and the main zipper was broken. So, I decided to contact Jansport online to see how they would reply and surprisingly they offered to replace it for free. I was shocked because I had it for 5 years. All I had to pay for was shipping ($3.75). It took only 2 weeks for them to send me a replacement.

Best Buy
I purchased computer speakers from BestBuy. After setting them up, I found that one of the four speakers didn't work. I returned them and the customer service person was really nice. The only complaint was that I had to fill out forms and sign papers to get my money back. Wonder what they do with that information? Track trouble makers? 80/20?

Fry's
I purchased a PC CD-ROM from Fry's. The problem arose when I got home. When I opened the package, the manual was inside, but the CD was missing. I returned to Fry's and the customer service person made a big deal about it, calling the store manager, making me look like a thief. I didn't want my money back. All I wanted was a replacement. I got the replacement and opened it in the store, in front of the store manager, just in case the replacement was also a blank. And sure enough, it was. The CD in the replacement was also missing. I finally got one that had a CD inside, but after all that trouble, I just wanted my money back. I won't shop there again unless it's a last resort.