I have had a mostly unusable Super “AllWrite” SHM-156P6S
for more than two months now.
While I appreciate the effort of Karr and Wind to get the
problem seen to, let’s have a look at the ideals the company sets itself:
“Lite-On Technology Corporation’s vision is to become a world-class
excellent company. The company will accomplish this not only through
leading global R&D and manufacturing technologies, but also through
the quality and distinctiveness of its products.”
An “excellent company” whose customer service staff basically tell
you to stick your head between your knees and kick your ass goodbye!
Products that distinguish themselves by getting the initial gap wrong, again, and again, and again. and …again.
“The company’s ability to generate profits will guide the industrial
circles in which it competes.”
Well, their ability to generate profits will be impaired if retailers have
to discount drives with faulty firmware, as has happened in Japan.
This type of guidance is a guide about what not to do.
"Additionally, Lite-On will supply employees with an optimum work
environment that helps them learn new skills and grow professionally
for the future. "
Well, they should teach a few skills to customers services and improve
communication within the company.
I am sure that the technicians want to do the best they can and
that the customer service people actually want to help.
Work is hard when communication is blocked and people don’t have
the skills, or the information that will help them do their job, is witheld.
It’s even worse if they have to lie to cover up gross mistakes.
I’m not saying that the customer support are lying, they are probably
kept ignorant. Someone in authority in the company, however, must be
very aware of these repeated foul ups.
As a consumer, I want a troublefree product. With technology as
amazing as this – platters spinning so fast and having tiny dots burnt
on them with great precision – I am not surprised that things can go
wrong. But if they do, the company, to maintain my consumer trust,
should be honest, sincere, and prompt when it comes to fixing the
A fix has been tested, presumably inside, but definitely outside, the
company, and we are still waiting for the official firmware update.
When will I be able to use my drive for the purpose for which it was bought?