In June of 1998 I spent $300 on a Memorex 1622 CD-RW which is a 2X2X6 writer. I was using this on a Packard Bell P133 with 56M ram, a 1.7G HDD and an extra 2.0G HDD dedicated to the CD-RW. It worked for a short period, perhaps a few months, but then it developed a problem where it would stall out while writing a CD and then lock up the PC, ruining several disks. I performed all the available tests on my system and it passed them. So I called Memorex who suggested that I download a patch for the amateurish software they provide. This didn’t help. I called back and after many calls finally convinced them it was their product and not my PC that was bad. They issued me an RMA# and I returned it. Their policy is that they do not repair, but rather send out refurbished units as replacement. So you pay $300 for an item because you wanted a new one, and when it doesn’t work, they send you a used one in return. As there was nothing I could do, I had to keep it. It is also there policy that you ship it to them at your expense ($6) and that once they receive it, it will be 2-3 weeks before you get it back.

In the meantime, I had started building a new PC. This was a Celeron 300a overclocked to 450mhz on an Abit BH6 motherboard with 128M PC100 ram and a 10.1G IBM HDD. It has a Sound Blaster Live! Sound card and an ATI Rage Fury 128 32M AGP video card. If you are not sure of the significance of all these parts, it just means that these parts were pretty much top of the line at the time, meaning they make for a high quality CD writing machine.

I added the used replacement CD-RW to this new computer after it was all finished and experienced the same problems as with the first one. This time after multiple calls to customer service, they didn’t want to issue an RMA#. I mentioned that the CD eject button was not working as well and they were then happy to issue the number. So I sent the replacement back, again at my expense, and again for replacement with a used model no earlier than 2-3 weeks from receipt.

By the time the third unit came in, almost a year had passed since this started and my warranty was almost up, but I figured this last one should finally work. But no, this one would not complete writing of large data CDs or audio CDs. I spent more hours on the phone with customer service getting nowhere. They suggested I add patches, reinstall programs, even format my computer, which I wound up doing in an effort to find out what was causing the thing not to work. I finally started checking software by formatting and installing one piece of software at a time until I found what program was causing the problem. The 1622 worked fine until I installed my ATI Rage Fury drivers and software. This is when it no longer worked. So I called Memorex back and explained to them that their inferior product was not compatible with top of the line video card software.

The first guy I got decided to start arguing with me about the proper procedure for converting .mp3 files into acceptable .wav files. He insisted that the only way he could even discuss the matter with me was if I converted all my .mp3 files using the lousy NTI software that came with the writer. I tried to explain to him that it made no difference what software was used as long as the resulting file was in the correct format for conversion to digital audio. He hung up on me. The next guy decided to believe me, but only asking about half as many questions as the rest had. I told him that I had been sold an inferior product and that I wanted my money back. He said they couldn’t do that. Then I said I wanted the next higher model that might be likely to work with my software. He said no. So I asked what I was supposed to do with a piece of equipment that was so inferior that it would not work with a top of the line well engineered video card. He said he would get with the engineers and see if they could get an ATI video card and test it. I asked how that was going to benefit me and he said he didn’t know but that was what they would have to do. I asked if it would be months before this would happen and he said, "Oh, no, it shouldn’t take long at all."

On 8-5-99 I wrote customer service (http://www.memorex.com/html/emailform.html) the following and am awaiting their 2 week reply:
This product does not work with the ATI Rage Pro 128 32M video card software. Once installed, this product ceases to work properly. This is my 3rd one after wasting a year with you people and after I spend 3 months figuring out why this latest one doesn't work (the first 2 were DEFECTIVE), I get NO SATISFACTION from your fone people (level 2 support). All your people know how to do is run down a standardized checklist and have no clue how to adequately troubleshoot this product.
I had one jerk hang up on me after he tried to tell me that it wasn't working because I didn't use NTI to convert some mp3 files. That is total BS, it is not necessary, and that is not what is causing the problem. I do not appreciate being treated like a child by people who have no idea how to service their own product.

The last guy I talked to told me you were going to have to acquire the same vid card and do some testing on it. How does that help me? I am out $300 I paid for a product that DOES NOT WORK with my equipment. I might have found this out in time to return it had you sold me one that wasn't defective in the first place.

I want my money back or at least send me an upgraded model so that I can see if you built them any better. This is a top of the line, high quality video card and there is no excuse for the 1622 not working with it. But if it cannot, then I expect you to make this purchase good. I have already spent $12 that I was not reimbursed for shipping this thing back to you twice.

So now I am stuck with a $300 CD-R that will only work on older computers and if I could sell it I'd probably only get about $50. Is it live, or is it garbage?

On 8-15-99 I went out and bought a new Pacific Digital 4X4X24 CD-RW for $129 after $30 rebate from CompUSA. I got this one just to see if it were my PC or not. Guess what? This new, very cheap writer runs circles around the Memorex. For one thing, it works! It hasn't hung up on me once yet and came with Adaptec software which leaves NTI in the dust. No comparison! This new Pacific Digital is terrific!

This is all documented at http://members.xoom.com/Madwand/memorex.htm



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