JBLUA320 From United States of America, joined May 2002, 3179 posts, RR: 19 Posted (7 years 6 months 3 weeks 2 days 1 hour ago) and read 1167 times:
Just a little rant here that I have to get off my chest!
I bought an iRiver MP3 player about a year ago, and since then, it has been an absolute nightmare. Between the devices having defective batteries or just bad parts, my unit has been replaced four times in one year. Customer service is an absolute nightmare with iRiver-- there is no phone number that you can call for support that is even the slightest bit helpful. Instead, service requests are handled via email, which really gives iRiver the power to not respond, which I learned in my most recent exchange.
After having requested an RMA (return authorization) in August to no avail, I tried again in September. An email was given that said my request from AUGUST was still being processed and that this request was cancelled. After hearing nothing through all of September, iRiver finally sent an RMA email in October, but with no instructions on how to ship! I should have memorized the address by now. Of course, the emails are DO NOT REPLY, so I had to cancel the RMA and start over. I did not hear anything on this RMA, filed at the end of October until NOW, with a response saying my warranty was void and that I was out of luck. This should not be the case, for two reasons. First, I bought the original device in December of 2005. Second, the warranty was been renewed with each replacement device because they have had to outright replace the MP3 player each time because the defects were so bad.
I have just gotten off the phone with an iRiver representative who tried to be helpful at first, but turned curt and nasty when I demanded service on a request that was originally placed within the warranty of the ORIGINAL device, let alone the replacement (Which was only about 4 months old-- the first device went mech 2 weeks- TWO WEEKS- after I first got it, and took my entire HP system with it). The agent said there was nothing they could do, and that it didn't really matter because even if they could fix it, it wouldnt be compatible with my new Apple laptop.
This company is a JOKE and upon threatening to file complaints with both the BBB and the Attorney General, the agent said that upon her hearing me state possible "legal action", the call must be terminated, and she hung up. The complaints to BBB and Attorney General are already filed.
Do yourself a favor and avoid the headache of dealing with iRiver. Stick with Apple. I went to iRiver after having the typical problems with Generation 2/3 iPods, but rest assured, and now especially with a Mac computer, I am returning to the iPod.
RichardPrice From , joined Dec 1969, posts, RR:
Reply 3, posted (7 years 6 months 3 weeks 2 days 1 hour ago) and read 1134 times:
Quoting JBLUA320 (Thread starter): Second, the warranty was been renewed with each replacement device because they have had to outright replace the MP3 player each time because the defects were so bad.
Technically no, the warranty period exists from the original purchase date.
JBLUA320 From United States of America, joined May 2002, 3179 posts, RR: 19
Reply 5, posted (7 years 6 months 3 weeks 2 days ago) and read 1111 times:
No, what iRiver did was replace the warranty as well. I have all the new warranty papers with the new expiration dates sitting on front of me, stretching well into 2007. They voided out the original warranty by their own choice the first time around, did it again the second time around and sent me documented proof- now they are claiming, even with the paper infront of me saying Summer 2007, that they never did that.
Aeroflot777 From Russia, joined Mar 2004, 2999 posts, RR: 27
Reply 6, posted (7 years 6 months 3 weeks 1 day 21 hours ago) and read 1064 times:
Quoting JBLUA320 (Thread starter): Do yourself a favor and avoid the headache of dealing with iRiver. Stick with Apple. I went to iRiver after having the typical problems with Generation 2/3 iPods, but rest assured, and now especially with a Mac computer, I am returning to the iPod.
Creative offers a good product as well. However it did take me a while to get RMA numbers from them when I ran into a problem once.
Pope From , joined Dec 1969, posts, RR:
Reply 8, posted (7 years 6 months 3 weeks 19 hours ago) and read 994 times:
Quoting RichardPrice (Reply 3): Technically no, the warranty period exists from the original purchase date.
I do not believe that is correct. In many US states the warranty period may begin anew as each product is replaced. You'd have to check the state statute for the state you are in to determine this for sure.
Go3Team From United States of America, joined Mar 2004, 3267 posts, RR: 16
Reply 9, posted (7 years 6 months 3 weeks 19 hours ago) and read 976 times:
Take them to small claims court for the problem. Chances are, they wouldn't want to send somebody, as that may cost more than what the cost of the claim will be. As long as your paperwork is in order, and they do send someone, you should have no problem winning.
Iamcanadian From Canada, joined May 2001, 734 posts, RR: 1
Reply 10, posted (7 years 6 months 3 weeks 17 hours ago) and read 957 times:
Quoting Aeroflot777 (Reply 6): Creative offers a good product as well. However it did take me a while to get RMA numbers from them when I ran into a problem once.
With MY Creative MP3 player (Zen Micro, 4 GB), I had no problem getting RMA numbers/instructions on getting it repaired when it had to be sent in (headphone jack problems). The only problem I had with Creative was the fact I had to pay $25 shipping to Kentucky (from YYC), as they don't have any service depots closer. And all that had to be replaced was an $8 part.
Lincoln From United States of America, joined Nov 2004, 3887 posts, RR: 8
Reply 11, posted (7 years 6 months 2 weeks 6 days 21 hours ago) and read 903 times:
In many cases, the warranty period is also placed "on hold" from the time they are first notified of the problem until the problem is resolved (i.e. if you tell them that you have a problem with product X that should be covered under a warranty that expires one month from today they can't just ignore you for 30 days then say "Oh, sorry, the warranty expired yesterday. Nothing we can do for you"
Since you said that all of this was handled via email...save the emails for proof of when they were made aware of the issue.
On the subject of the iPod, I had a HP-branded 4th generation iPod that was RMAed no less than 5 times in the year I had it due to hard drive failures...each one was slightly more painful to deal with than the last...It finally suffered a problem I couldn't in good concious call a warranty issue (spilled 30 oz of Coke on it)* -- I got a 5th generation video iPod about a year ago.
I had a problem with it doing wierd things in certain circumstances (It would think it was playing but no audio would come out). I went to my local Apple store...couldn't even duplicate the problem for them...and I walked out with a new one in hand, virtually no questions asked. They even appologized for it.
*- for the record, after I replaced it, I took it apart and soaked it in distilled water and it's almost as good as new.
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