So in February I buy a new DVD burner. Made by Lite-On. I’ve never heard of that brand, the guy at the computer store assures me they’re reputable. There is an 800 number on the box for Customer Service/Tech Support. I buy it.
I use it maybe three or four times between Feb. and May. In June it refuses to spin. It won’t read anything plus it’s making a weird noise. I take it back to the computer store, they say I have to deal with Lite-On, but assure me that they are very easy to deal with.
I call the aforementioned 800 number. It’s a fuckin recording telling me what their real tech support number is, and no, the real tech support number is not a toll free number. This reeeeeeaaaaaly pisses me off because had they put the real tech support number on the box I would have thought harder about buying it. Companies without toll-free support numbers obviously don’t give two shits about customer service.
Plus, the hours for tech support are limited and they’re in the Pacific time zone, making them even more inconvenient. So I go to their web page and click on “contact us.” It brings up a form to send an email. I fill in the form and send it. The website says they will answer the email in two or three days. I sent it over a month ago. I still have not received a reply.
So after about 10 days I go back to the website because I remember there was an option to chat with a tech support person. I click that link and am informed that there are no tech support people online right now, please call our 800 number. After several days of this same BS I finally get a person. Except after a couple of exchanges I’m not sure I’m dealing with a real person because all this “person” keeps telling me is that I need to call customer service to get help with this problem.
So I finally break down and call the long distance number, where I am placed on hold for about 15 minutes. I finally get a person and she starts asking me for the model and serial numbers. I tell her that I am at work now and don’t have that information, but I sent it in the email and can she just find my email or get somebody to help me? No, she can’t do that and from her responses it becomes pretty obvious that even if they ever do answer the email they are just going to tell me to call.
So the next day I call again, armed with the model and serial numbers. She tells me that she will send it over to some other department that will process it and email me a super secret ninja code that will allow me to return the unit for a replacement. She says this email will arrive within a half hour. It does not arrive. I wait through the weekend and call back Monday. After another 15 minutes on hold I get the lady and she tells me that somebody screwed something up and she will fix it and send the email. This time, the email comes.
So I print out the form that explains how to return it, and it has about 10 different warnings that if I don’t do something exactly right, the return will be rejected. So I carefully follow every single instruction and send it back. Registered. With delivery confirmation.
I am thinking there is absolutely no way they are going to accept this return. They will find some piddly little reason to reject it, and I doubt they will ship the unit back, and that will be the end of it.