US Robotics won't honor warranty without a credit card!

2 views
Skip to first unread message

Wayne O. Jackson

unread,
Jul 5, 2002, 4:49:04 PM7/5/02
to
I just called USR to get an RMA# because my 20 month old USR 5610A
quit working. The modem comes with a 5 year warranty, so I figured it
wouldn't be much trouble to get an RMA#, but USR told me that after 90
days service calls are $19.95, and that I would have to have a credit
card because they would have to do a troubleshoot on the modem before
they could give me an SRO#. Well I told him that I don't have a credit
card, and was told without a credit card you can't get an SRO#. I
said, "you mean without a credit card you won't honor the warranty",
and he said, "yeah", so I guess my modem is worthless. I know I won't
be buying any USR's in the future. This same modem broke about 2
months after I bought it and I had a heck of a time getting it back
after I sent it in for warranty service that time.

Hooda Gest

unread,
Jul 5, 2002, 6:53:49 PM7/5/02
to

"Wayne O. Jackson" <wj...@mochamail.com> wrote in message
news:b3e0289a.02070...@posting.google.com...


Did you try going through the email channel? Politely, but firmly, explain
that you have a 5 year warranty and need to go through the process for
obtaining an SRO number. If someone says you are ineligible for warranty
repairs, get their name and post it here. You aren't inelgible for warranty
repairs but you are ineligible for phone support. Still, you should be able
to get an SRO through email. Others have.


--
Hooda Gest
"Do not insult the mother alligator until after you have crossed the river."
- Haitian proverb

Adams-Blake

unread,
Jul 5, 2002, 7:39:40 PM7/5/02
to
Hooda Gest wrote:

Ah, finally a chance to contribute... and "pay back" all the wonderful help
that others have given me on this NG the past few weeks.

Here is how I handle situations like this.

1. Use the web to find the the company's HQ, call them, and ask to be
connected to the CEO's office. You will get the secretary or admin. assist.
Ask her (or him) what the fax number is of the CEO and how to spell the
name correctly because you want to send them a copy of a summary letter you
are sending to the State Attorney General. Don't go into detail, and don't
demand to speak to anyone else, and don't even bother speaking to whomever
they might xfre you to. Tell them you want the fax number and that is all.
Tell them you're just a summer intern person doing this for your boss. Time
of effort: 10 mintues.

2. Call your state assemblyperson's local office and find the name of the
Attorney General of your state (it might be on a web page as well.) Time:
10 minutes.

3. Write a short, formal letter to the AG stating your problem and explain
(in non-emotional terms) that you think this constitutes consumer FRAUD.
Use the "fraud" word several times in the letter. Ask that the AG PLEASE
look into the matter... because USR is a large company with many customers
who might be the victim of fraud....etc. Time: 20 minutes

4. Write a short letter to the CEO explaining your problem and how you are
going to take this entire matter to the state AG (witht the enclosed
letter) if you can't get anyone to help you within TWENTY FOUR HOURS. Be
nice, be polite, be business-like. This is not the time or place to rant
and rave. Just the facts. Time: 20 minutes

5. Fax BOTH letters (DO NOT EMAIL) to the CEO. Time: 5 minutes

6. Sit by your phone and 98% of the time someone will burn the wires to
get to you.

7. If they don't, send the letter to the AG and another letter to the CEO
saying how sorry you are that no one bothered to help you and that you hope
to protect other consumers by sending the letter to the AG, and so on...

This sounds like a lot of time and work (65 minutes), but I've found over
the years that compared to sending e-mails to people not empowered to do
anything, or being on hold with customer service people who are not
empowered to do anything (except make you false promises) that this method
actually saves time, effort, expense, and has a much higher success rate.

Remember. The key is to be business-like. If they think you are a 19 year
old smart-alec kid, you're not going to get the results you are seeking.

Al Canton, President
Adams-Blake Company, Inc.
"Technical publishing and software engineering"
Fair Oaks, CA
www.adams-blake.com

Wayne O. Jackson

unread,
Jul 5, 2002, 10:52:01 PM7/5/02
to
"Hooda Gest" <Be@One_With.Calm> wrote in message news:<1spV8.7003$Iu6.4...@bgtnsc04-news.ops.worldnet.att.net>...

No, I didn't try email because at USR's website it says call in to get
an RMA. I can't remember the name of the man I was talking to, but I
did get his badge number, it's 67080. I ask him is there any way I can
get an SRO# without a credit card and he flatly said no. I appreciate
the info about getting an SRO# by email, and I'll definately give it a
try.

Wayne O. Jackson

unread,
Jul 6, 2002, 4:36:42 AM7/6/02
to
Adams-Blake <aremovet...@adamsremovethis-blake.com> wrote in message news:<3d262...@news3.calweb.com>...

Thanks for that info. First I'm going to send an email to USR support
and see if they will give me an SRO# that way, but if that dosn't work
I'll try it your way. One thing though, I don't think I could pass
myself off as an intern, me being in my mid 40's, HEE! HEE!, but your
info is valuable, and I'll definately cut and paste it to a txt file.
To be honest, I'm tempted to through the modem in the trash and forget
about it, because I've dealt with USR support before and it's a
nightmare. The last time I sent this modem to them for warranty
service it took me about 45 days and $30.00 of phone calls to get the
modem back. They kept saying we mever got your modem, or we don't know
where it's at. Very frustrating people to deal with.

Hooda Gest

unread,
Jul 6, 2002, 9:29:01 AM7/6/02
to


http://www.usr.com/support/s-contact.asp

http://www.usr.com/support/s-contact.asp#wrepair (warrenty #)

http://www.usr.com/support/s-contact.asp#tsupport (email tech support)

http://www.usr.com/contact/contact.asp (corporate
contact)

Now, what I would do first is make sure I used the correct phone number if I
chose that route. There are two; one for in-warranty repair and one for
out-of-warranty repair. You'd want to use: (801) 401-1141 If that's the
number you called then I would write the email clearly and without anger,
explaining the problem, and also consider contacting the Corporate number
and explaing what you are running into. Politely, of course.

In the meantime, you could also lay out the problem here and maybe we could
help you explain the problem better.


--
Hooda Gest
"It was such a lovely day I thought it was a pity to get up."
- Somerset Maugham


Wayne O. Jackson

unread,
Jul 6, 2002, 7:18:52 PM7/6/02
to
"Hooda Gest" <Be@One_With.Calm> wrote in message news:<xgCV8.80971$UT.55...@bgtnsc05-news.ops.worldnet.att.net>...

Thanks for the reply.

I called the (801) 401-1141 number, because that's the number USR's
webpage said to use for RMA Request. I plan on sending an email to USR
tech support and explain the situation, and go from there.

Thanks to all that have replied or sent emails. I'll let you know how
it turns out.

Wayne,
http://www.4gigs.com/~wjack/
wj...@mochamail.com

news_ID

unread,
Jul 7, 2002, 12:47:30 AM7/7/02
to
I just got a 56k Data modem from them about 5 - 6 weeks
ago, and I was never asked for a credit card number -- the
only thing they did ask me to verify a few things with the
modem (I guess they didn't believe it was really broken)

"Wayne O. Jackson" <wj...@mochamail.com> wrote in message
news:b3e0289a.02070...@posting.google.com...

> I just called USR to get an RMA# because my 20 month old USR 5610A
> quit working.

Did you verify that it's really the modem? I just traced my modem
problems in one of my machine to a power supply.

So this would be your second return then?


Wayne O. Jackson

unread,
Jul 7, 2002, 5:25:23 AM7/7/02
to
"news_ID" <obvi...@fake-id.com> wrote in message news:<CJPV8.10327$Iu6.5...@bgtnsc04-news.ops.worldnet.att.net>...

yeah, they won't ask for a credit card untill you've owned the modem
over 90 days, because after 90 days each call for support is $19.95.
The first time I called them up the modem was 60 days old. The thing
that really bothers me is it sounded to me like I would have to pay
$19.95 for them to troubleshoot the modem before they would give me an
SRO#, thats USR's version of an RMA#. It's the modem alright. It did
the same thing it did the first time it broke. I pick up the phone
reciever and it's dead. I take out both connector cables and reinsert
them, still dead, then take the modem out and blow it off with some
air, reinsert, still dead. Take out my back-up Hayes modem stick it
in, hook it up, and it works. I wish USR was like Western Digital in
the way of RMA's, but I don't think that'll ever happen with them.
I've had 3 USR modems, and the two I had before this one I used for
about 2 years, and never had any problems with either one.

news_ID

unread,
Jul 7, 2002, 6:50:06 AM7/7/02
to

What number did you call?!? You either called a different number,
or the support policy is different for your modem, or they changed
their policy very recently.

The modem I returned was about 2 - 3 years old, and other than
the call of a LD phone call and paying for insured shipping, it didn't cost
me any more money.

> The first time I called them up the modem was 60 days old. The thing
> that really bothers me is it sounded to me like I would have to pay
> $19.95 for them to troubleshoot the modem before they would give me an
> SRO#, thats USR's version of an RMA#. It's the modem alright. It did
> the same thing it did the first time it broke. I pick up the phone
> reciever and it's dead. I take out both connector cables and reinsert
> them, still dead, then take the modem out and blow it off with some
> air, reinsert, still dead. Take out my back-up Hayes modem stick it
> in, hook it up, and it works.

Just to be sure, I'd try the modem in a different machine. USR modems
are a little finicky. If it's not for my second PC, I would've called
USR
again because the modem they sent me was intermittent, at best in my first
PC. And it turned out to be a problem with a power supply -- but
everything else, including a Supra modem was working just fine, so
it took me a little time to solve the puzzle.


Wayne O. Jackson

unread,
Jul 7, 2002, 9:30:06 AM7/7/02
to
"news_ID" <obvi...@fake-id.com> wrote in message news:<y1VV8.10641$Iu6.6...@bgtnsc04-news.ops.worldnet.att.net>...

I called (801-401-1141). I'm positve it's the modem. It's doing the
same thing as it did before when it was broke, and other modems work.
This modem works beatifully when it's working, best modem for download
speed I've ever had, but when it goes it goes.

Billy Joe Puckett

unread,
Jul 8, 2002, 2:53:35 PM7/8/02
to
Hey Al!

Suggestions in your post were 100% correct.

Have used similar method to get results on rebates not received, warranties
not made good, and "if not satisfied, return for refund in 30 days, no
questions asked" sales offers.

Works for me!


"Adams-Blake" <aremovet...@adamsremovethis-blake.com> wrote in message
news:3d262...@news3.calweb.com...

Billy Joe Puckett

unread,
Jul 8, 2002, 2:57:46 PM7/8/02
to
Wayne, as the man said, "Don't deal verbally with underlings! Put it all in
writing to the company Big Boy, and the Attorney General in the state where
their HQ is located!"

I also always include the "Better Business Bureau" in the company's local
area.

Wayne O. Jackson

unread,
Jul 8, 2002, 11:08:00 PM7/8/02
to
"Billy Joe Puckett" <b...@country.net> wrote in message news:<agcnd5$m73$1...@news.chatlink.com>...

I sent an email to USR support Sunday, but haven't heard anything yet.
Tommorrow I'll send an email to the corporate email address and see
what happens. Really appreciate all the good advice with this problem.

Wayne

Wayne O. Jackson

unread,
Jul 10, 2002, 7:33:02 PM7/10/02
to
wj...@mochamail.com (Wayne O. Jackson) wrote in message news:<b3e0289a.02070...@posting.google.com>...

U.S Robotics sent me an email on 7-10-2002 stating they would change
their policy about having to have a credit card before you could RMA a
modem.

Here is what it said.

7/10/2002
WAYNE JACKSON


Re: Email ID 2632698

Dear Sir/Madam,

Thank you for choosing U.S.Robotics.

We are in the proccess of reviewing the new policy,if you resend your
email with the serial number product number purchase date and all the
steps that you have taken to determine the modem is defective,as you
allready have,then by the time you get back with us we should have an
proccess just for custermers that do not have credit cards.Please be
patient and we will get this worked out,so resend your email tomorrow
or the next day and we will respond on what to do next.

I would like to thank you for the opportunity to assist you. Should
you require further assistance with your U.S. Robotics product, please
feel free to contact us again.

Again, thank you for choosing U.S.Robotics.

Your feedback is important to us. Please visit our web site at
http://www.usr.com/emailsupportfeedback in order to rate your support
experience.


Sincerely,
Tony

Wayne O. Jackson

unread,
Jul 13, 2002, 10:08:59 AM7/13/02
to
wj...@mochamail.com (Wayne O. Jackson) wrote in message news:<b3e0289a.02070...@posting.google.com>...

USR just emailed me a RMA#, so now I can send my modem in for
replacement. They said they have changed their policy regarding credit
cards, so if you don't have a credit card, but need to RMA a modem you
can deal with them through email.

Thanks to all that replied with advice. I,m sure you had a lot to do
with USR changing their policy.

Thanks,
Wayne

Reply all
Reply to author
Forward
0 new messages