anyone else dealt with LITEON "support"

[tryintoo]

My LITEON LVW5005A manufactured Sept. 2004 stopped reading all DVDs a few days ago. It still reads CDs. It read the update and it plays music CDs. I updated firmware and used a dvd cleaner. Still it blinks "load" and then "fail" whenever I put in a recordable DVD, both R & RW, and any commerical DVD.

I got a recording when I dialed the number on the back of the liteon manual 1-408-935-5353 that it had been changed to 1-510-687-1800 which then had a recording giving me 1-888-854-8366.

The first time I called the 888 number they said they would send me an email in 5 to 6 minutes with labels, etc - guess I'm returning it? 4 1/2 hrs later I called again and waited another half hour to get through and someone said my email address was not correct and they "fixed" it and I'd get an email in 20 minutes tops. That was 1 1/2 hours ago.

I asked the second person if I was going to be getting a "refurbished" or "gently used" DVD recorder as a replacement and they said they didn't know because all of that was handled at a different location. Anyone else dealt with this kind of "support" Has anyone else had this problem with this DVD recorder?

Thanks in advance.

[Bridge]

I've talked with the Lite on people. The first thing is call the number and talk to someone. I think the last number you gave was right but I have to look around to see if I still have the number.

After you get someone on line they are the 1st layer of people. You tell them the problem and they type it down. Then you have to talk to the 2nd layer people. These are the tech guys there. The first layer guys can't give you the authorization to return. The second level guys do that. If they said that you can return your machine then you should be able to.

You give them an e-mail address and within an hour or so you should have a letter from them in your inbox. Open the letter and it should send you to a second webpage. On that web page it gives you all the info you need to send it back. You have to print all of those pages on that web page and send it with your broken Lite on.

From there I don't know what they do? They will either fix it or give you another. You sound like you are getting a "new one." (Used very loosely.)

I found out that you/they are right. The tech person you talked to doesn't know if you are getting a new one or used/referbished one. The tech dept and replacement dept are two different places and they don't talk to each other. Tech sends a letter to them and they pick out one and send it to you. I've learned that you don't know what you get. I think most are what they call "open box" units. Some are returned to stores for what ever reason. Some are returned to them, refixed and sent out to someone else. Some are brand new units. I think they also call them "OEM" units. Depends on who you talk to.

So basically, if you gave the right e-mail address you should have gotten an e-mail from them within a few hours of talking to them.

After that, you don't know what you will get and the people you talked to don't know what you will get. If you are getting a new one from them then you could get:

A brand new from the manufactuer -- sent to them -- then to you.

Someone returned theirs to the store -- can't be sold new so called "open box" -- returned to them -- then sent to you.

Someone returned a broken one to them -- they re-fixed it -- then given to you.

[tryintoo]

Thanks Bridge for the info. For whatever reason I can't seem to get the email that would allow me to go on. I have talked to 3 second level tech people at LITEON and have yet to receive an email from them. That was on Friday and today is Monday.

I purchased the unit from K-Mart and while I usually do not purchase "extended warranties" I did purchase K-Mart's "Smart Plan" for $16.99 on it. So I called the K-Mart number and although the machine is still under warranty they said they would take care of it and I am suppose to hear back from them in 3 to 5 business days.

So I guess time will tell, but I am definitely disgusted with the LITEON "support" I've gotten with their DVD recorder.

[draganong]

Thanks Bridge for the info. For whatever reason I can't seem to get the email that would allow me to go on. I have talked to 3 second level tech people at LITEON and have yet to receive an email from them. That was on Friday and today is Monday.

I purchased the unit from K-Mart and while I usually do not purchase "extended warranties" I did purchase K-Mart's "Smart Plan" for $16.99 on it. So I called the K-Mart number and although the machine is still under warranty they said they would take care of it and I am suppose to hear back from them in 3 to 5 business days.

So I guess time will tell, but I am definitely disgusted with the LITEON "support" I've gotten with their DVD recorder.

Do you have maybe a spam filter that is killing the email ?

[Bridge]

I don't think you can return anything to Lite on without an e-mail address. I think they do everything through that. If you have another account maybe you could give them that one. Seems odd that you can't get a letter from them.

Seeing how you got that K-mart warranty thing it sounds like K-mart should handle your recorder. Like all you need to do is take it back to K-mart and K-mart will replace the unit with a new one that they have have in stock somewhere. Like you don't even need to deal with Lite on but with K-mart because of your warranty.

[tug_hill2]

Hello, You have the K-Mart extended warranty. Why not take advantage of what you paid for.

If I recall the process, you walk into the store with the bad drive & your warranty and you walk out of the store with a NEW drive in hand.
:P :P :P

Shouldn't take more than a few minutes.

Doc_B

[tryintoo]

I've read the fine print. K-Mart's "Smart Plan" is for products $200.00 up to over $500.00 and is a SERVICE plan only. Their replacement plan only covers items up to $100.00. The service plan will only replace a product if it "suffers three identical failures" they will replace it after the fourth failure.

I don't have any spam filter on my email and get plenty of it! If I have no luck after waiting on K-Mart's response I may try LITEON a fourth time. The second time the guy said my email wasn't correct, but no reason was given why I wasn't getting it when I called the third time.

Thanks for all of the suggestions though.

[thevoelk]

If you used a Mastercard to pay for it call them. They have a 1 year portection on all purchases. I've used it before, with pretty good results.

[tryintoo]

Thanks thevoelk - I DID use Mastercard to purchase it. Guess I'll start with the 1-800 on the back of the card and see where it takes me.

Appreciate the suggestion.

[pinetop]

I also purchased a Liteon 5005 from Kmart in Nov. 2004. Returned my first one, lots of problems. Second one had most of the same problems. Spent alot of time with Liteon tech support, different reps gave me different answers.
Kmart gave me no problem refunding my money. Try getting your money back from Kmart.

[tryintoo]

Thanks pinetop, I was beginning to think I was the only one that had ever had this problem. I did call my mastercard bank, which just happens to be through the Sears bank, who just happens to own K-Mart, but she said they only handle "issues" with Sears' products and not K-Mart.

In the mail today, Friday - Sept 2 - I got a prepaid UPS shipping label and a letter from National Electronic Warranty - U.L. Office Repair Center. A letter enclosed tells me to pack the unit up along with accessories and send it to them. They are in Commerce, MI.

I am guessing this came from my phone calls with K- Mart. I did not try LITEON for a 4th time. I'm thinking I might give this a try and see what happens.

I'll keep updating as this unfolds.