BillsCarnage
ASFN Addict
I'm not too vocal about things like this, but this one is starting to get under my skin.
I purchased a piece of equipment back in Feb that came with a 3-yr warranty. It was relatively pricey compared to other devices in this area, but the hardware specs are what I was looking for. The warranty document is short; 3pgs at probably 20pt font. If it was sized down to 12pt the warranty could probably fit on one page.
Anyway, after 3 1/2 months the device went belly up. I worked with tech support over a couple of days and they determined the device was dead and issued an RMA. Great!
The company stated they would send a 'bench-tested unit'. A bench-tested unit is a refurbished unit and refurbs only come with a 90-day warranty. I politely said no thanks, I purchased a new unit with a 3yr warranty and this device barely lasted over 10% of the advertised warranty period. I told them I'd be fine with either a new unit and they can pro-rate the MFG warranty or a refurb'd unit with an extended warranty to cover my original purchase.
Their reply was they only send out new units w/in 30-days of purchase. Since this is after that I will be getting a refurb'd unit. Since their advertised warranty is fairly short, it's easy to read and understand and no where in the warranty does it say or imply there are any time limitations on replacing a failed unit with a new unit or that they'd even send a refurb'd unit. No where. The warranty says a "Replacement" unit will be exchanged when an RMA is issued.
If the device had failed say half way into the warranty I might not be so frustrated, but the fact that it failed a bit over 10% of the advertised warranty and they want to send me a refurb with only a 90-day warranty is a bit irritating.
The thing that frustrates me the most is the warranty. My investment in this device included a 3yr warranty. Any replacement should honor that warranty as well, IMO, since there is nothing in their advertised warranty that specifically states they will not.
I would essentially be going from a 3yr warranty to only a 6mo warranty.
So, any tips or suggestions to get them to understand my point of view would be much appreciated.
TIA
I purchased a piece of equipment back in Feb that came with a 3-yr warranty. It was relatively pricey compared to other devices in this area, but the hardware specs are what I was looking for. The warranty document is short; 3pgs at probably 20pt font. If it was sized down to 12pt the warranty could probably fit on one page.
Anyway, after 3 1/2 months the device went belly up. I worked with tech support over a couple of days and they determined the device was dead and issued an RMA. Great!
The company stated they would send a 'bench-tested unit'. A bench-tested unit is a refurbished unit and refurbs only come with a 90-day warranty. I politely said no thanks, I purchased a new unit with a 3yr warranty and this device barely lasted over 10% of the advertised warranty period. I told them I'd be fine with either a new unit and they can pro-rate the MFG warranty or a refurb'd unit with an extended warranty to cover my original purchase.
Their reply was they only send out new units w/in 30-days of purchase. Since this is after that I will be getting a refurb'd unit. Since their advertised warranty is fairly short, it's easy to read and understand and no where in the warranty does it say or imply there are any time limitations on replacing a failed unit with a new unit or that they'd even send a refurb'd unit. No where. The warranty says a "Replacement" unit will be exchanged when an RMA is issued.
If the device had failed say half way into the warranty I might not be so frustrated, but the fact that it failed a bit over 10% of the advertised warranty and they want to send me a refurb with only a 90-day warranty is a bit irritating.
The thing that frustrates me the most is the warranty. My investment in this device included a 3yr warranty. Any replacement should honor that warranty as well, IMO, since there is nothing in their advertised warranty that specifically states they will not.
I would essentially be going from a 3yr warranty to only a 6mo warranty.
So, any tips or suggestions to get them to understand my point of view would be much appreciated.
TIA
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