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We bought a refurbed Eyetv 250 from our gracious hosts. When it failed after 1 hour's use, I contacted El Gato and they were very helpful, and ultimately we sent it back to them. After the expected delay, we received a brand new EyeTV Hybrid in the mail !
Dayum ! Now THAT's what I call customer service !
(PS- I know that OWC would have also taken care of the issue, but I just decided to call el Gato first).
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[quote cbelt3]We bought a refurbed Eyetv 250 from our gracious hosts. When it failed after 1 hour's use, I contacted El Gato and they were very helpful, and ultimately we sent it back to them. After the expected delay, we received a brand new EyeTV Hybrid in the mail !
Dayum ! Now THAT's what I call customer service !
(PS- I know that OWC would have also taken care of the issue, but I just decided to call el Gato first).
ElGato has always been great!!
BGnR
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Personally, and from experience, I wouldn't ever be so certain OWC would take care of it. I tried called them: OWC asked me first to call the manufacturer (!). I did. The manufacturer tried to take care of the problem, but couldn't. I returned to OWC, and was told that too much time had transpired and they wouldn't take back the defective product. Even though they knew, two days after I bought it, it didn't work (because I called). Really aggravating when, after trying what OWC asked, they refused to make good on their defective product.
My point: not everyone loves OWC. I never shop there.
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[quote martin]I tried called them: OWC asked me first to call the manufacturer (!). I did. The manufacturer tried to take care of the problem, but couldn't. I returned to OWC, and was told that too much time had transpired and they wouldn't take back the defective product. Even though they knew, two days after I bought it, it didn't work (because I called). Really aggravating when, after trying what OWC asked, they refused to make good on their defective product.
Some gaps in the story I'm hoping you can fill in:
1) What was the product, and what was the problem?
2) Was the product warrantied?
3) How long after you purchased the product did you return it to OWC? Was it 33 days later, 3 months later, a year later?
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Um - without any hassle, question at all we take care of pretty much all DOA/Defective products when reported to us within 30 days of original ship date. That's part of our written policy and applies to pretty much everything we sell. In the case of a DOA/Defect, we take an unsold unit off our shelf to cover.
Outside 30 days, depending on the situation and how far outside - we also tend to be pretty flexible as well. At the end of the day, we're here for and because of our customers and we do what we can to earn the loyalty and business there of.
And of course this isn't an issue to begin with on the products that we offer with OWC or NewerTech warranty as for the duration of said warranties - we're the place and turn around on such warranty is extremely fast cause we're in charge there.
Our technical support if top notch too when it comes to supporting products from the various manufacturers we offer product from. It's possible we may refer a tech question to the MFR if we are not able to assist - but it has never been our policy to send a customer to the MFR for a DOA item.
There are limits to how long we can take a non OWC warranted product back from date of sale.... but within 30 days, never an issue.
I'd love to get the full story or a retraction if there was some kind of mix up.
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in re-reading.... they gave you the Hybrid + a replacement 250, right?
[quote cbelt3]We bought a refurbed Eyetv 250 from our gracious hosts. When it failed after 1 hour's use, I contacted El Gato and they were very helpful, and ultimately we sent it back to them. After the expected delay, we received a brand new EyeTV Hybrid in the mail !
Dayum ! Now THAT's what I call customer service !
(PS- I know that OWC would have also taken care of the issue, but I just decided to call el Gato first).
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Ya, I don't think getting a hybrid is any kind of good deal when you started with a 250. You started with hardware compression and now you have software compression which is much more computer intensive. Is there an advantage to the hybrid?
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[quote martin]Personally, and from experience, I wouldn't ever be so certain OWC would take care of it. I tried called them: OWC asked me first to call the manufacturer (!). I did. The manufacturer tried to take care of the problem, but couldn't. I returned to OWC, and was told that too much time had transpired and they wouldn't take back the defective product. Even though they knew, two days after I bought it, it didn't work (because I called). Really aggravating when, after trying what OWC asked, they refused to make good on their defective product.
My point: not everyone loves OWC. I never shop there.
tough words on the OWC sponsored forum...
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We're always open to constructive criticism - feedback is how we make things better.
That said - something has to be missing from the story here as this just isn't policy.
[quote jdc][quote martin]Personally, and from experience, I wouldn't ever be so certain OWC would take care of it. I tried called them: OWC asked me first to call the manufacturer (!). I did. The manufacturer tried to take care of the problem, but couldn't. I returned to OWC, and was told that too much time had transpired and they wouldn't take back the defective product. Even though they knew, two days after I bought it, it didn't work (because I called). Really aggravating when, after trying what OWC asked, they refused to make good on their defective product.
My point: not everyone loves OWC. I never shop there.
tough words on the OWC sponsored forum...
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