[Fwd: Re: [ale] Iomega products and Linux (fwd) [WZP1999052700000266]]
Tom Wiencko
tew at wiencko.com
Fri Jun 11 19:04:43 EDT 1999
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Sounds like, after a little prodding, they are willing to do the right
thing.
See attached series of emails for a fascinating saga of Linux/Iomega
woes.
-Tom
--
------------------------------------------------------------------------
Tom Wiencko tew at wiencko.com
President - Wiencko & Associates, Inc. (404) 255-2330
Telecom Consulting & Project Development -- Wireline, Wireless, Internet
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Date: Fri, 11 Jun 1999 12:30:16 -0600
From: erc at iomega.com
Subject: Re: [ale] Iomega products and Linux (fwd) [WZP1999052700000266]
To: tew at wiencko.com
Message-ID: <s7610166.094 at royn20.iomega.com>
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If you have additional questions regarding your case, please reply directly to this e-mail message. To submit new cases, please visit Iomega's Online Support site at http://www.iomega.com/support/
Dear tew at wiencko.com,
Iomega will honor the warranty of our products. Under normal circumstances,=
we would request you speak to one of our technicians to determine if the =
drive is defective. However, where we do not support the Linux operating =
system, we cannot ask that of you. Therefore, I would ask you to reply to =
me with the troubleshooting steps you performed to determine the drive is =
defective and the result of these steps. This information will give my =
repair department some background on the drive.=20
I appreciate your patience and cooperation. As soon as I get your reply, I =
will place an order for a replacement drive. I am also including our RMA =
procedure and information required for completing an RMA, please provide =
this information as well.
First and Last Name:
Company Name and Point of Contact: (if applicable)
Shipping Address: (no P.O. Boxes)
Daytime Telephone Number:
Product Serial #: (drives only)
Type of Shipment Desired:=20
Credit Card Number: (Advance only)
Iomega offers two methods of shipping to choose from, the Advance Shipment =
or Exchange Shipment.=20
Advance Shipment: Iomega will ship the replacement product to you =
initially. Along with the replacement product, a pre paid (ARS) return =
shipping label is enclosed. The ARS label will cover the cost of returning =
the defective product to Iomega. The advance shipment requires a credit =
card number to secure the return of the defective product. There is no =
charge to your credit card as long as the defective product is in warranty =
and returned within 15 business days. The approximate turn around time is =
5-7 business days and is only available when replacing Iomega drives.
Exchange Shipment: You are responsible for shipment of the defective =
product to us at your expense. Once we receive the defective product, =
there is a 24-48 hour processing period before shipment of the replacement =
product. This method does not require a credit card and is available for =
drives, accessories and media. The approximate turn around time is 5-7 =
business days after we receive your product.
You must obtain a Return Merchandise Authorization number before returning =
any product to Iomega. Any product shipped to Iomega without a valid RMA =
number will not be tracked, and the customer, not Iomega, will be =
responsible for the lost product. =20
Once we receive your information, we will verify the warranty status by =
validation of the serial number. If your defective product falls outside =
of the set warranty period, a repair fee may apply. If the drive is out =
of warranty we will notify you of the repair charge and proceed with the =
replacement at your option. =20
At the completion of this process, an Iomega representative will contact =
you with a Return Merchandise Authorization (RMA) number and any additional=
shipping instructions.
Sincerely,
Heather
Iomega Customer Support
---
Heather,
Perhaps the question was not clear. Noone was asking Iomega to support
Linux, or any other operating system. Rather, Iomega was being
asked to provide warranty service on a piece of hardware. Operating
system support is irrelevent.
If you do not honor your hardware warranty based on what operating
system is running the device, this is important information. The vast
majority of the installations I am personally involved with are
neither a Microsoft operating system or MacOS. If you do not support
your hardware when it is connected to other OS platforms, I need to
change my product evaluation and purchasing strategy immediately.
Tom Wiencko
erc at iomega.com wrote:
>
> If you have additional questions regarding your case, please reply =
directly to this e-mail message. To submit new cases, please visit =
Iomega's Online Support site at
>
> Dear tew at wiencko.com,
>
> Thank you for your interest in Iomega products and services. We enjoy =
hearing from our customers and appreciate the comments we receive.
>
> In reply to your inquiry regarding Linux operating systems, Iomega does =
not support the Linux system at this time. However, we are always looking =
to improve our customer satisfaction and support of all operating systems.
>
> For further updates on this issue, please check our web site periodically=
. Any developments and updates will be posted here. You may also find =
third party support for Linux operating systems available through the =
Internet.
>
> Thank you for your patience regarding this matter. We apologize for any =
inconvenience this has caused you.
>
> Sincerely,
> Heather
> Iomega Customer Support
>
> ---
>
> Unless there is a specific exclusion in the written warranty from
> Iomega concerning what operating systems are supported, this person
> has legal recourse against Iomega based on the UCC and the terms and
> conditions of the warranty.
>
> In reading the closest at hand copy of an Iomega warranty I have
> available (from a Zip drive) I see no exclusion concerning operating
> system, or even any limitation of what software can be connected to
> the drive (there is an exclusion about warranty of any provided
> software).
>
> Somebody at Iomega needs to deal with this. As an Iomega shareholder,
> I am not happy about what could turn into an ugly lawsuit.
>
> -Tom
>
> Vernard Martin wrote:
> >
> > Got this off the redhat-announce mailing list. Thought it might be of =
interest
> > to the ALE folks since many of us have Iomega products.
> >
> > --V
> >
> > From: Dominic Mitchell <dominic at cedep.net>
> > Subject: Iomega products and Linux
>
> .. mucho stuff deleted ...
> >
> > To whom it concerns,
> >
> > I have been very deceived by the customer supports that Iomega
> > provides to their customers. I have purchased two years ago a tape
> > backup from Iomega, a Ditto easy3200 insider. Last night the drive
> > failed, it is still under warranty as the warranty expires on July 27
> > 1999.
> >
> > Calling Iomega I have been told that if I do not run a Microsoft
> > Operating system, then Iomega cannot do nothing about the drive.
> > Basically I need to be able to test the drive under Microsoft.
> > Since I do not have Microsoft installed, then it is like having no
> > warranty at all.
> >
>
> ... a lot more deleted .....
>
> --
> ------------------------------------------------------------------------
> Tom Wiencko tew at wiencko.com=
=20
> President - Wiencko & Associates, Inc. (404) 255-2330
> Telecom Consulting & Project Development -- Wireline, Wireless, Internet
>
> For more answers to questions about your Zip product, visit our =
Technical Support web site at http://www.iomega.com/support/=20
>
> For the latest information about new Iomega products and access to the =
latest software, visit the Iomega homepage at http://www.iomega.com=20
>
> Iomega, Zip and Jaz are registered trademarks and Clik!, Buz and =
IomegaWare are trademarks of Iomega Corporation. Ditto is a registered =
trademark of Tecmar Corporation. Certain other product names, brand names =
and company names mentioned in this material may be trademarks or =
designations of their respective owners.
--
------------------------------------------------------------------------
Tom Wiencko tew at wiencko.com=20=
President - Wiencko & Associates, Inc. (404) 255-2330
Telecom Consulting & Project Development -- Wireline, Wireless, Internet
For more answers to questions about your Zip product, visit our Technical Support web site at http://www.iomega.com/support/
For the latest information about new Iomega products and access to the latest software, visit the Iomega homepage at http://www.iomega.com
Iomega, Zip and Jaz are registered trademarks and Clik!, Buz and IomegaWare are trademarks of Iomega Corporation. Ditto is a registered trademark of Tecmar Corporation. Certain other product names, brand names and company names mentioned in this material may be trademarks or designations of their respective owners.
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