Re: [Semi-OT/Computer Store Community] OTV and RMA.

Speaking as someone who has a pretty close tie to ITV. I will say that
OTV know's their RMA process needs work. It is a long standing problem
that has been addressed.

On Mon, 2007-04-06 at 19:20 -0600, Dylan Griffiths wrote:
> So I had been a long-time customer of OTV for a few years now. Even
> back when Techtronics was back in town, undercutting everyone with
> suspiciously low pricing, I went to OTV because of the strong customer
> satisfaction that they had managed to show. They were able to sell at a
> reasonable price, and deal with returns, as well as tell me about other
> relevant things.
> I purchase RAM which has a warranty because, well, I like to be able to
> exchange dead RAM for working RAM (even if it costs more initially).
> OTV's RAM policies were normal: on all lifetime warranty RAM, you get 1
> year in-store replacement, and then after you get manufacturer. No
> problems, right?
> Well, last fall I had a 512mb DIMM go bad on me. It was purchased
> through OTV, so I double checked, and they pointed me to Transcend. I
> contacted Transcend, and they said that in Canada, all RAM RMAs were
> done through the retailers. It's odd that OTV would point me to them
> when OTV was supposed to do it, but I figured it was an easy mistake to
> make.
> I went ahead and phoned OTV again and explained this all to the service
> manager, who figured it was news to him. He said they'd take it, and
> let me know when my RMA was in. This was on the 2nd of January.
> I phoned in early February to ask where my RAM was, and they said they
> hadn't RMAed it yet. This was also what they told me when I phoned at
> the start of March. I contacted Transcend and let them know that OTV
> had been holding my RAM for 3 months, and they told me they had phoned
> OTV and explained that they needed to RMA it. I didn't bother calling
> at the start of May, being too busy with the change over of finals and
> whatnot.
> Last week I phoned OTV again and asked them where my RAM was. After a
> 10 minute hold, the service guy I spoke with told me the RAM was going
> to be RMAed on the following Monday (4th of June) because they finally
> had enough to RMA.
> "You've had my RAM RMA for 6 months. You could not have given me an
> alternate 512mb DIMM and then taken the comped one from Transcend and
> sold that?" I was very angry -- RAM prices had taken a huge nose dive
> in 6 months; I had wanted to sell the pair of 512mbs and get larger modules.
> The OTV service tech put me on hold for another 10 minutes. "Ok, you
> can come in and get another 512mb module. Just tell us your name, and
> you can pick it up." -- which I did later that day.
>
> I guess the real question is, are they really so bad now at customer
> service, that it never occurred to them to exchange my RAM? Not in HALF
> A YEAR of having it? Giving me an alternate module would've been a
> great solution in 1 or 2 months from when I brought mine it. At 6
> months, they have lost me forever as a customer. I encourage everyone
> to no longer shop with OTV due to this.
>
>
> --
> I'm interested in upgrading my 28.8 kilobaud internet connection to a
> 1.5 megabit fiberoptic T1 line. Will you be able to provide an IP
> router that's compatible with my token ring ethernet LAN configuration?
>
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Received on Wed Jun 6 09:25:48 2007