Iomagic Complaint - Iomagic Will Not Honor Warranty!

Review by lebcompute on 2008-06-30
IRVINE, CALIFORNIA -- On November, 18th 2007 I purchased an I/0 magic 1TB external drive at Compusa for around $270. After a few months, the drive had write problems, overheated, and disconnected during file transfers. Had to be cooled down for a while, then repeatedly connected until "it took" and would work for another hour or so. The Iomagic technical support person agreed it needed to be returned for repair. He asked me to fax him over the receipt so he could process the RMA which I did. He e-mailed the following back to me:

"You faxed over the receipt that is from CompUSA—we only replace those items from our authorized dealers—which CompUSA isn’t one...Sorry the RMA department rejected this." This policy was also reaffirmed to me by the IOmagic Customer Support manager.

It's like going to Sears and buying a Whirlpool appliance and when you have a problem 6 months later, you call Whirlpool and they say "tough luck Sears isn't on our authorized dealers list". Iomagic lists 13 authorized dealers on their site but your products are also sold through many many vendors such as Amazon.com, PC Connection, Wolf Camera, CDW etc. (as well as previously at CompUSA) who are not on this authorized vendor list. According to this RMA policy, that means that consumers who purchase these products from those sites, in effect, have no valid warranty. This information has never appeared on any site and certainly not at the CompUSA store I purchased it from. I’m sure that information would dissuade consumers.

Who would buy products at these “unauthorized” sites or stores if they knew your RMA policy?

The bottom line is: If they are going to have a restrictive warranty policy such as this, then the company must take responsibility to control the methods of distribution. It is not up to the consumer to know what national retail stores are Iomagic authorized dealers!! According to this RMA policy, if Iomagic removed an authorized dealer such as Office Depot or Office Max as of a certain date, if they sell off their remaining Iomagic inventory after that date, they would not honor the warranty if I purchased it 2 weeks later. This is what happened with CompUSA who was pulled as an authorized dealer on 11/1/07 2 weeks prior to my purchase (as if I could have known that) This RMA policy is ridiculous! The kicker is I heard from a CDW.com salesman who talked with Iomagic. They told him even though CDW was not an authorized dealer, CDW purchased from one (presumably Tech Data or Ingram Micro)so they would honor CDW warranties. I wrote to the President and other company officers but never heard from them.
Comments:1 Replies - Latest reply on 2008-07-01
Posted by Anonymous on 2008-07-01:
I suspect the problem is that CompUSA has gone out of business, and so dropped off their lists. Maybe you can get them to check and see that CompUSA was an authorized dealer at the time you bought your drive. If they fail to give you satisfaction, I'd go to an 'authorized dealer' and buy a new unit, then take your old one with packagaing and receipt and return it as defective. If they won't play fair, no reason you should either.

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