I purchased an external 2xHDD RAID enclosure from them, and that enclosure came with a CD-ROM claiming to have both the documentation and necessary drivers. The documentation was thee, but the drivers were NOT on the disk. I also tried to find the correct firmware and software versions on the web (starting of course with the manufacturer's websit and then broadening the search when that turned out to be fruitless), but only found different versions of the software that went with diferent models of the enclosure (e.g. the FireWire equipped one USB or eSata ones), and none of those worked at all for the model I had bought.
The same evening I figured all this out, I wrote EagleBit regarding the problems (politely and in great detail, even referencing some of the specific file names that were missing but referenced in the pdf documentation on the included CD). I also pointed out that EagleBit's product page had flawed information regarding the software/drivers included with the kit (i.e. it claimed the necessary drivers were included), and suggested that they address the problems with the text on their product page or at least make sure the equipment starts shipping with the correct and necessary software to operate it as advertised.
I asked them to cover the S&H costs for my return due to the errors/inaccuracies on their website, but all I received in response was a was a boilerplate response:
"Please kindly go to www.EagleBit.com/rma to file for your return." (and that no special consideration regarding S&H would be given to me for this incident).
Incedentally, their "No Hassle Returns" policy requires you to pay for return shipping (which is common to e-tailers and doesn't bother me for reputable ones.) But EagleBit's return policy has some proverbil "fine print" that if you retrn a product that was "free shipping" when you bought it -- and a large number of EagleBit's products are free shipping -- that EagleBit, at its sole discretion, will calculate/impute an outgoing shipping charge for the returned item and deduct that amount from your refund (and you won't know what dollar amount that is until the refund is processed). Now that I know about that last part -- especially that the "shippping cost" they deduct is up to them and not even reported to you until it's been completed -- I will never shop with them again. I still haven't gotten my refund, so I don't know how much they will deduct for the outbound shipping until the return credit hits the card I used for my purchase, so I can't opine if they will be "fair" or if they will inflate the shipping cost upon return... However, Simply having such a "black box" return policy and lableing it as "No Hassle" should be enough of a warning sign to make people very wary about purchasing from EagleBit, especially any "free shipping" items that might need to be RMA'd for any reason.
Monday, September 24th 2007 2:00 PM
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