🚀 go-pugleaf

In article <636@ndcheg.cheg.nd.edu>, jeff@ndcheg.cheg.nd.edu (Jeffrey C. Kantor) writes:
>  [all about problems with a CMS drive]
> I spent a friday afternoon several weeks ago calling repeatedly to get
> assistance.

You are supposed to handle warranty problems through your dealer.  The
dealer is supposed to isolate CMS from you.  CMS doesn't even pretend
to want to be nice end users, it is their dealers job.  Jump on your
dealer.  (Which is not to say that CMS is doing a good job, but there
is someone else to blame).

>  First a clerical type says she can't help because she
> needs some sort of customer code.  The call gets routed in many circles,
> with occasional lost connections until someone named John says he'll
> get on it Monday.  It took a weeks effort to finally get through again and
> get the RMA number, but we did get one.  Sent the drive Fed Ex.  Guess what?
> They returned the Drive saying its not under warranty!  (Note: One year is
> not up.  Not even close)

You probaby didn't include a copy of the original sales invoice...
> 
> So, start the cycle up again... [etc]
> And that's the way it stands.  They've got my drive, and I can't get
> hold of anyone on their end who can clear it up.    

They need a copy of the original invoice for the sale, else they base
the warranty period on the date *they* sold the unit to a dealer.  Send
a copy of your invoice, and you shouldn't have a problem. Keep track of
the RMA number, call and inquire as to the status of it, refuse to be
put on hold.

> My advice:  AVOID CMS, THEIR DRIVES ARE UNRELIABLE, AND THEY ARE DIFFICULT
> TO DEAL WITH.  

Actually, the drives that work well, work well.  Their quality control
is kinda questionable. (Very questionable).

CMS can be dealt with properly.  IT TAKES WRITTEN INFORMATION, because
verbal skills and the ability to speak English are not requirements for
customer service (or any other) positions.  Make sure you choose your
CMS dealer carefully.  Most of the bottom-line price mail-order
companies cannot support you properly.

-- 

Rusty "No Bugs" Hodge, 1588 N. Batavia St. Orange, CA 92667 Tel (714) 974-6300
rusty@hodge.cts.com [uunet zardoz vdelta crash]!hodge!rusty FAX (714) 921-8038