“When it rains, it pours” as the old saying goes. That has been my experience recently with a few items I had bought. They all seemed to die pretty close together so I’ve been trying to get the situations resolved with all of these items practically simultaneously. Here’s a list of the stuff that’s getting replaced:
- Koss SB49 computer headset (headphones + microphone): The microphone died. Well, it doesn’t seem fully dead but on many devices it is so quiet that it’s basically useless. Fortunately, Koss has a lifetime “no questions asked” repair or replacement warranty. You ship it to them on your own dime and include $6 for return shipping. They take care of the rest. Hopefully, this will go out today and I’ll get it back sometime early in the new year.
- Western Digital Caviar Blue 640GB hard drive: After the hassles I had with Windows 7 on my new Lenovo PC, I wasn’t expecting any further trouble for a while. Unfortunately, one night last week my wife and I head a high pitched, very grating noise. I finally tracked it down to my computer. I hoped it was a fan but it wasn’t – it was the hard drive. I shut down the machine and when I tried rebooting, it wouldn’t boot back into Windows. So, the drive is shot. I contacted Lenovo about it and they’re sending me a new drive, which should arrive tomorrow. I’m always nervous about single drives being shipped. Hopefully, it’ll work as intended. I really don’t want to spend any more time fiddling with this computer.
- Verilux 26W compact fluorescent light bulbs. These are great. I ordered them over the summer. They’re 26W, which, in terms of light output, is approximately equivalent to 150W incandescent bulbs. However, rather than being a sickly yellow color, these are very clean white light – 6500K to be exact. While the bulbs themselves are great, I’ve had a bunch of problems with the delivery.
When I first ordered them, one of the 2 bulbs in the double pack arrived broken. The company sent me a replacement, which arrived intact. However, one of my original bulbs just burned out, well shy of the 10,000 hours they’re supposed to last. So, I contacted the company about it and they sent me a replacement but it had the wrong connection type. So, they sent me a double pack (very nice) of the correct connection. However, when these arrived, they were both broken.
The customer service rep I’ve been dealing with has been great – very helpful and very apologetic about the various problems that have occurred. After I received the broken bulbs she said she would send me two packs of bulbs (that’s 4 bulbs) because of the all the hassle I’ve gone through and that she would personally package them herself to make sure they arrived intact. A lot of companies would probably have just stopped responding to my emails but Verilux obviously puts a strong emphasis on customer service and it shows.
Update (12/23/09): I just received the bulbs. None of them were broken. Sweet. I am all stocked up on these bulbs for a while.
My wife took the headphones to the post office, so they’re on their way back to Koss.
Update (12/24/09): I received the hard drive today from Lenovo. I don’t think I’ll have time to deal with it for a few days, though.
Update (12/26/09): According to USPS delivery confirmation, my headphones were delivered to Koss today. I wonder how long it’ll take for them to come back to me.
Update (01/05/10): I received the new hard drive on Christmas Eve but didn’t have time to deal with it until December 28th or so. The new hard drive was partitioned but not formatted. Since there wasn’t already a Windows installation on it, my upgrade version of Win 7 wouldn’t let me activate it. So, I did the old double install trick. I just shut the machine off and ran the installer again. It detected the Windows installation I had just installed and let me activate it using my key for the upgrade media. This only added like 20 minutes to the whole operation.
With the OS installed, I set up my awesome dual SATA HDD dock to copy data over from the hard drives that I pulled from our old machine. So far, I’ve only copied over the really important stuff: photos, videos, and music. Our documents and other stuff will come later.
Last night, I started preparing to send the defunct drive back to Lenovo. I used Eraser to securely delete all the files on the data partition. We basically only had family photos and music on there but they don’t need to see all that stuff. Interestingly, the drive behaved itself and didn’t produce any grinding noises. However, when I tried to delete things off the OS partition, it acted strangely, sometimes taking an extraordinarily long period of time to delete a single file. So, I’m confident that the drive is not healthy and needs to be replaced.
Today, I boxed up the drive and stuck on the shipping label they sent me. Now I just need to get it to Fed Ex or have them come and pick it up.
Update (01/11/10): I sent off the hard drive on the 5th or 6th. I’m still waiting for my headphones. In the meantime, I’ve gone back to using my old Sony MDR-D11 headphones. They’re very compact for closed circumaural headphones, they sound pretty good, and they’re pretty comfortable. They’re a little muddier than the Koss model I’m getting repaired and, of course, they don’t have a microphone. Hopefully, I’ll get the Koss phones back soon – I’ve missed being able to use them for Skype conversations.
Update (01/11/10 #2): I received the headphones this afternoon. As it turns out, they didn’t repair my old headphones; they simply sent me new ones. This isn’t surprising at all to me. In any case, it looks like I’m back in business. The headphones sound good and the microphone works again. I’m not thrilled that it cost me about $12 to get $30 headphones replaced, but it’s better than having to buy a brand new pair, so I can’t complain too much.
So, (knock on wood) it looks like I’ve got everything resolved. My headset was replaced, my hard drive was replaced, and my light bulbs were replaced. Hopefully, it will be a while before I have to deal with any further customer service people. I can’t complain about any of the interactions with customer service reps or about the outcome of those interactions. Everyone was pleasant and helpful but dealing with this stuff takes time and mental energy, not to mention the period of down time during which you’re without the item you bought and have grown to rely upon.