Ricoh CD-RW drives: a mixed experience
Written: Nov 01 '99
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Product Rating:
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Pros: knowledgeable phone support with extended hours
Cons: questionable reliability; repair shipment refused
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| raphael's Full Review: Ricoh Internal CD-RW drive |
I've worked with two Ricoh CD-RW drives, an MP6200A and an MP7040A. Maybe I just had bad luck, but both drives developed problems within six months of purchase. The 6200 became unable to write CD-Rs, while the 7040 developed intermittent problems reading any CD-ROM.
Ricoh phone support is first-rate. All too often I call some company's tech support at 3 PM and sit on hold until 4 PM, which is 5 PM on the east coast, and their system hangs up on me. Not with Ricoh: they stay open til 7PM Pacific time. They're open longer on Sunday than most tech support lines are on weekdays. There was a ten-minute wait to get through when I called during business hours, but when I called late, I got through immediately. I spoke to the same person three times and he was knowledgeable and thorough.
The problems started when I sent in the 6200. Although I had written my RMA number on the package, it came back marked "shipment refused." I called Ricoh, and a CSR cheerfully informed me that they'd had some problems with their repair center, which had started refusing their packages. She gave me a new address to send the drive to.
Having wasted my time and money, Ricoh ideally should have offered me some compensation, like upgraded shipping. But I would have readily settled for an apology. I didn't get it -- not even a perfunctory "we're sorry, but..." From her tone of voice, the CSR thought that returning my drive unfixed was a special service that I should be happy to get.
When I shipped it the second time, the drive came back in about two weeks. But there was nothing to indicate whether they repaired it, replaced it, or just sent it back untouched like last time. Most companies I've dealt with print out a report to enclose with the drive, but I guess Ricoh couldn't be bothered.
Much as I admire Ricoh's phone support, I have doubts about their drives' reliability, and my experience with returning a drive (twice) left a bad taste in my mouth. I'll try another brand next time.
Recommended:
No
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Epinions.com ID:
raphael
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Member: Raphael Carter
Location: Minneapolis, MN
Reviews written: 5
Trusted by: 11 members
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