Path: utzoo!utgpu!jarvis.csri.toronto.edu!rutgers!mit-eddie!attctc!digi!kgallagh
From: kgallagh@digi.UUCP (Kevin Gallagher)
Newsgroups: comp.dcom.modems
Subject: Re: Zoom modems
Message-ID: <371@digi.UUCP>
Date: 5 Feb 90 06:38:42 GMT
References: <1990Feb1.164327.28368@icase.edu>
Reply-To: kgallagh@digi.UUCP (Kevin Gallagher)
Distribution: na
Organization: none
Lines: 61

In article <1990Feb1.164327.28368@icase.edu> csrobe@icase.edu (Charles S.
[Chip] Roberson) writes: 

>I am in the process of setting up a bulletin board and I need to purchase 
>a modem for this system.  I heard that Zoom modems are quite good and 
>very well priced.  Would some be willing to share their experiences with 
>me?  

About 2 and a half years ago I purchased a ZOOM PC 2400XL, which is an
internal modem for an IBM PC/XT/AT and related clones.  (I do not know if this
model is still available.)  It came with 2 year warranty.  I had the option of
purchasing an additional 3 years for $29, but did not do so.

I have found it to be all ZOOM claimed it to be.  It is, indeed, fully 100%
Hayes compatible, with many ZOOM enhanced features that I like.  But I had
some hardware problems with the modem during the first two years.  In spite of
the problems, I am still pleased with my choice of modem and have been more
than pleased with the service ZOOM provides.  But since I do not own any other
ZOOM products, I cannot say whether the hardware problems I experienced are
unusual or typical of ZOOM products.  Given that they are still in business, I
suspect that my problems were quite unusual.

Here's a brief summary of my experience with ZOOM.  After about 6 months of
problem free use, when I started to upload files to bulletin boards at 2400
baud, I found my system would lock up mid-way through the upload.  If I
uploaded at 1200 baud, I did not have a problem.  So I called Zoom's Tech
Support number (not an 800 number), and explained my problem.  They concluded
that the UART was probably marginal and if I had access to one I could try
swapping it out myself or return the modem to ZOOM for service.  I did not
have access to a UART to swap out, so I asked if they could send me one to
swap.  They took my name and number and sent me one.  Unfortunately, it did
not fix the problem, so I called again for an RA number and shipped the modem
and extra UART to ZOOM.  After several weeks I received the repaired modem.
In addition to fixing the hanging problem, they upgraded the ROM chip to the
latest version, free of charge.

Three months later, the modem began to have frequent intermittent failures,
not associated to any one mode of operation.  I sent it back.  After a couple
of weeks, I received a brand new modem in the mail.  It worked fine until a
month before the 2 year warranty expired, at which time the speaker quit
working.  I called for an RA number and was promptly given one.  I then asked
if I could purchase the additional 3 year warranty offered for $29 when I
first bought the modem.  They said OK and the price was still $29.  I sent the
modem back and about two weeks later it arrived with the speaker fixed.  I am
happy to say I have not had to use this extended warranty and I hope I will
not have to.  

I have also called ZOOM on two occasions for technical support on how to use a
feature of the modem and found them very helpful.  In all, I consider their
technical support to be excellent, though, at times, I found their phone to be
busy quite often.  My experience is that they stand behind what they sell and
that they try to have very knowledgeable people answering their technical
support line.

I should point out that my modem gets used every day, an average of 2 or 3
hours every day, more on weekends.

-- 
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Kevin Gallagher    attctc!digi!kgallagh or attctc.dallas.tx.us!digi!kgallagh
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