The following is my communication with Iomega after my 5 month old drive stopped working....


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I'm very disappointed in your company and will assure that I will never buy another one of your products again. As this drive was used to store patient information at my clinic, it was imperative that I access that information. As we have 15 computers and some 20-30 external hard drives, we will now be going through the process of replacing them with a more reliable company. Your response was very inadequate as it took you more than 32 hours to respond to an e-mail. You also do not offer phone support except with an extra charge while a product is still under warranty. Had you offered such a standard service, then I would not have had to open up the drive without discussing it with your tech dept. first. There is no way I would have done an exchange of the drive without removing the drive first as it contains private patient information that I am required by the Privacy laws to protect. I would not have sent the drive to you regardless.

On the whole, I really don't care about a lousy $100 drive, but I'm very happy to have discovered that Iomega has very poor service and does not stand behind their products when it is defective. This way, we will know not to invest in any more of your products. We consider this a lesson to stay with more reputable companies like Maxtor.




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Discussion Thread
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Response (Paul) - 05/07/2006 09:09 PM
Dear Ken Lau,


Thank you for contacting the Iomega Online Support Services. I sincerely apologize for any inconvenience you may have experienced using your Iomega product.

I understand that you have removed the drive from the casing to get your data off of the drive.

You have now voided the warranty of the drive and we will not be able to replace the unit. The problem was probably due to the card/circuit board in the drive. But due to the fact that you have opened the case we will not replace the unit.

I apologize for any inconvenience.

Your reference number is: 060506-002420 and you will need to quote this number in any further correspondence regarding this incident with Iomega customer support.

Please do not hesitate to contact us if you need further assistance. Once again, thank you for contacting the Iomega Online Support Services.



Sincerely,
Paul
Iomega Online Customer Service

Customer (Ken Lau) - 05/06/2006 04:12 PM
Hello,

As I really needed to access the data, I removed the drive from the casing
and connected it directly to my computer internally. This worked and I was
able to retrieve my data. However, once I replace the drive in the external
USB casing, it still does not work.

Again, I have tried it on multiple computers and it has failed on each one.

Auto-Response - 05/06/2006 01:53 AM
Dear Ken Lau,

This message is to confirm that we have received your request on 05/06/2006 01:53 AM MST and are working on it now.

Your reference # is: 060506-002420
Please refer to this number in all future contacts with Iomega regarding this request.


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Customer (Ken Lau) - 05/06/2006 01:53 AM
I have been using my external drive for a while but yesterday I turned on my computer and it didn't recognized the drive. I tried to uninstall and reinstall and it gave me a Code 10 error - could not start device.
I tried uninstalling all my USB root hubs etc and it still doesn't work. I then plugged it into my l aptop which had never had the USB drive before and it gave me the same error message. I am concerned that it is the drive that is the problem now as I have valuable files in it.

What should I do?