Path: utzoo!utgpu!jarvis.csri.toronto.edu!mailrus!iuvax!ndcheg!jeff
From: jeff@ndcheg.cheg.nd.edu (Jeffrey C. Kantor)
Newsgroups: comp.sys.mac
Subject: Re: Don't buy Hard disks from CMS, they
Summary: CMS finally shipped a replacement
Message-ID: <645@ndcheg.cheg.nd.edu>
Date: 9 Mar 89 21:33:01 GMT
References: <636@ndcheg.cheg.nd.edu> <76000361@p.cs.uiuc.edu> <429@lakesys.UUCP> <2616@spray.CalComp.COM>
Distribution: na
Organization: Dep't of Chemical Eng., Univ. of Notre Dame
Lines: 39

In article <2616@spray.CalComp.COM>, anson@spray.CalComp.COM (Ed Anson) writes:
>[...] 
> The moral of the story is this: Even the best of companies sometimes have
> equipment problems. The important thing is what they do about them, and
> what the overal track record of the equipment is. The only REAL horror
> story is when customer service ignores the service when the equipment fails.
> -- 

As the original poster, I think I should follow up with how my CMS story
ended.

The replacement drive finally arrived, after waiting two weeks since shipping
them the failed drive.  Remember that this was the third time the failed
drive had been sent to them, the previous two times they returned it saying
it was out of warranty when, in fact, it was not.

To recap, we ordered originally ordered three drives last March which were
shipped in April from the Hardware House.  Two died shortly after arrival,
and were promptly replaced by CMS.  The third failed in January, and they
claimed it was out of the one-year warranty period.  CMS claimed that the
warranty period begins on the day the distributor was invoiced, which
apparently was in Dec, 1987.  The Hardware House had clear documentation
that they our drive was invoiced to them in March, 1988, so that it was
covered by the warranty.  Well, this bit of fighting, and a repeated set of
unreturned phone calls, was the source of all the difficulty.

Though I am pleased to finally have the replacement, I have to still say
that the customer service at CMS is awful.  I don't know if other companies
really do a better job, but to have 3 drives out of 3 fail in the first year,
and on top of that, to have to fight with a totally inadequate customer
service staff surely does not give one much confidence.     I won't be
buying any more CMS drives.


-- 
Jeff Kantor
                                       US Mail:  Dept. of Chemical Engineering
internet: jeff@ndcheg.cheg.nd.edu                University of Notre Dame
    uucp: iuvax!ndmath!ndcheg!jeff               Notre Dame, IN   46556  USA