Beware of the Micron Max XP
Apr 26 '01
The Bottom Line If you're going to buy a pc online, Micron will not stand behind its lemons. You're going to get dinged in a big way.
I couldn't be more surprised to be writing this. After retiring a workhorse Micron I purchased in '95, I bought the Millennia Max XP. As soon as I powered up, it crashed. Over and over. Or, once it booted up, it would restart without warning.
Fortunately at my job, I have the help of a very patient, very savvy tech support unit. I brought the computer into them, and we called Micron tech support. Micron first diagnosed a problem in the power switch, and sent a new one out, which my IT support installed. No dice. Micron asked these guys lots of technical questions and had them run lots of diagnostics...for which Micron never seemed to be very appreciative. Well, Micron Technician No. 2 said it was a problem with the power supply, and shipped a new one out. Again, no luck.
Technician No. 3 (you never get the same one twice) said the others were wrong, it was a motherboard problem, and shipped a new one of those. Forget it. When it arrived, it didn't work either.
And then a strange thing happened. My IT support, having burned up hours and hours of wasted time talking to Micron engineers, loaded Windows 2000 on the machine, and it ran great! This, however, didn't seem to make the folks at Micron very happy. They told me they could not 'certify' the machine with Windows 2000 running, only with Windows ME. They shipped me a new ME disk the next day in case the original factory-installed software had been the problem all along, and the machine began failing again.
By now, a couple of weeks have passed and all fond memories of having looked forward to my new Micron PC's arrival have gone. Between me and my IT support, we have spent hours and hours on the phone with no less than six technicians, installed a handful of new parts, re-loaded Windows ME several times, and ...well, you get the picture. Micron notifies me I've been linked to an 'escalation' case, and that they have no idea what's the matter with the machine, so I can send it back. Will its replacement work, I ask? They say they can't guarantee it, so I opt out of this nightmare and just ask them to give me my money back. Which Micron agrees to do they do, but here comes the kicker...they'll refund me the purchase price, but not the $155 original shipping. Nor will they reimburse me for the fee UPS charges to come to my house and get the sick machine.
I was floored. Not refund $155 shipping on a $2500 machine? Well, around and around I go with another half dozen customer support people. Nowhere is this policy stated, except of course, in tiny print in the warranty. And all the work the IT technicians at my workplace have done on Micron's behalf, the hundreds of dollars I saved them by not calling in their onsite support? They don't care about that, either. And the fact that we had it working great under a different operating system? They don't want to know anything about that, either. I keep asking to talk to someone's supervisor -- I'm told they will tell me the same thing. Micron's not going to budge on this one.
What, pray tell, has happened to Micron in the last five years? Inferior machines, inferior customer support, that's what. Online buyers, beware. Customers sales people are great. Tech support and customer support are not.
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