For all you new customers out there deciding on whether to buy LiteON or another drive, keep in mind that a lot of companies have their issues, HOWEVER, when it comes to tech support, LiteON has the worst in the industry.
LiteON DOES NOT CARE AT ALL about their customers, they ignore you, they never answer e-mails, answer the phone, in fact when you call the 1-888 number they don't even identify which company is answering.
For all you new customers I invite you to check the following web site:
Exhibit A: Contact US not working
Seeing that they were flooded with complaints they probably don't want you to contact them. I can understand they revamped their web site recently, but apprently this feature was not always working. AND it seems this link has been dead for a very long time. It really doesn't give a good impression for new prospects. A company that can't even care for their web site and leaves deadlinks, removes features, etc.... for months, despite people having warned them of the problem, shows you the way they also build their drives, much the same way.
Exhibit B: Tech info not working
Exhibit C: Troubleshootin not working
A section where you could report a problem and fill in a form. After investigation some people found it that the form was directed to dev/nul and going nowhere..... Once this was found out, mysteriously the link went dead. LiteON is NOT interested in hearing your feedback as they know very well people are on to them.
Exhibit D: Report a trouble
Same as C. Where C was more of a troubleshooting section with text book tips that lead nowhere, section D was supposed to help a customer report trouble in order to HELP liteon improve their product (yeah right). Given that's impossible at this stage and LIteON does not plan on improving their product, this feature has been dead for months.
Exhibit E: RMA for your defective drive
No way for you to get an online RMA like any other normal company - You have to either e-mail or phone them. Given the fact they get a HUGE volume of e-mail and probably discard/ignore most of them, and never answer the phone, then good luck getting an RMA. LiteON also has a habit of putting blame on your retailer, in other words if you have a problem contact your distributor or retailer. You contact your retailer they in turn send you to LiteON, each party blaming each other.
Someone I correspond to with instant messaging had liteon products in the past and he waited over 2 months to get an RMA #. AND he got a new drive back which was ALSO defective.
Exhibit F: Removed discussion group
Seeing their forum/group was flooded with complaints and unsatisfied customers, this area has mysteriously disappeared from site.
Conclusion, you the prospect buyer who is seeing this would you really trust a company like that to provide you a product ? A company that ignores their e-mails, takes customers for fools, does not offer an online RMA, contact, support, and even maintain their website which has dead links for over 6 months and nothing done about it.... Do you the prospect customer find that this company CARES about its customer, given the aformentionned exhibits above ? We can clearly see that LiteON applies this same attitude in building their drive.
The only options that work are FAQ and REGISTER, mysteriously, the most important options do not work. That says a lot about company support. If their drives were any good you'd think they defend it and support it, and not HIDE behind the curtains like this.
YES there are issues with other companies, I agree, but at least you can contact them, and you won't get 404 links and get ignored as much.
Has LiteON proceeded to massive cost cutting measures that they can't even offer the MINIMAL support towards their customers ?
If you are not decided yet, well you should think twice before buying a LiteON product, until the day they will provide:
- E-mail tech support
- Phone tech support
- Adequate RMA policies
- Courteous tech support
- Products that work as advertised
Visit the AWARDS page, isn't it funny that most awards come from Taiwan and Chinese based magazines ? I smell bias here.
Why is it that ASUS offers better support, a way to contact them, better RMA policies, a better built drive, for even a lesser price ?
Sure the LiteON does have its advantage like offering up to 40x burning speed for CD-R and all but with this level of support and the fact right now the cat is coming out of the bag and LIteON is realising that people out there are not DUMB and are on to what is going on, would you trust that company ?
I don't know about Sony, but I think they are idiots to do business with LIteON, perhaps it's not by choice and LiteON is cheap for them, but it's also clear Sony doesn't give a crap about its customers either.