Is this true or is iRiver now refusing to deal with me?

[adam917]

iRiver's customer support rang me today at 15:52 (UTC-05, USA EST) only to give me an RMA number, address to send my defective iMP-900 to, along with an 'Attention Rome' that should be a part of the addressee/recipient.

I told her that I was told just last week that their policy is to send me a pre-paid shipment box with a new iMP-900 and I am to send the defective one in to them upion receipt of the new one. She then told me that the policy isn't that at all for that unit!

At this point, I'm frusturated, as I now have to pay to ship this product to them _again_ and I really don't know if I'm going to get a new unit for sure or not, and if so, will it have this problem (jumpung ahead two files at random times, I believe the H300-series had this problem and they cleared it up via firmware upgrade).

I asked her about what if this problem or another one crops up when I get the new one, as when I receive it, it will most likely be after my warranty is over on the current one (2005-12-03). She told me afterwards that all replacement units have a 90-day warranty. OK fine, as long as no problem starts up after that point. :-\ I also asked her what would be the case if this problem is model-wide (all iMP-900s suffer from this defect). She only said that she doesn't believe that is the case here, clearly indicating that she didn't want to go into that subject.

So what do you think I should do now? Send the unit in again and hope for the best? If the defect/problem/glitch is indeed model-wide, what would be the best course of action? I paid at least 179.99 USD for this unit and I certainly couldn't see a company just taking my money and running like this...

[andrewmel]

You could try another call to customer service and see if you get a different answer? Dont mention the first call at all, especially if you get a different answer, or if you dont.


a

[adam917]

Originally Posted by andrewmel

You could try another call to customer service and see if you get a different answer? Dont mention the first call at all, especially if you get a different answer, or if you dont.


a

Believe it or not, I did that several times already and I was told twice that a new unit would be sent out to me including a pre-paid postage box in the middle of the following week. That's exactly what I figured happened here. I thought the item was on its way here. Then, the real surprise came when I answered the phone and they told me that only called to give me that RMA # and where to re-send the old unit. I thought they called to tell me it just went out or something. I'll try so what you suggested, though they do ask for your number and keep records on file (easy to get by, by just giving them a new # or calling from a new number)...