siritzky@acf2.UUCP (Brian Siritzky) (07/03/88)
For the benefit of those of you who have or are planning to buy Jasmine hard disks, I will tell you of my experiences with them. I bought a Jasmine-80 in September of 1987. It worked fine until June 14th (a Tuesday), at which time it suddenly died. I looked up my manual and read the part about how if I got it to them with the correct RMA Number etc they would return it within 48hrs. Okay. How do you get an RMA number? You call Jasmine! You try! There number just rang and rang. Eventually I insisted that their main switchboard put me through to someone at technical support. I was put through to someone who gave me an RMA number. Now it was Wednesday and too late to ship the disk out. (The folks in California seem to forget that New York is three hours earlier.) So, they got the disk only on the Monday, and, as promised, they fixed it and sent it back to me 48hrs later - i.e. I got it on the 24th (Friday). So it took 9 days to get it back. And ... when it got back it still wasn't quite right. Within 2 days it died again. I put this second death down to bad luck, and don't blame Jasmine at all. It took me the whole of Monday to get them on the phone. They do not return calls. Thier phone system is one of those that answers the call, asks you who you want to talk to and then puts you through. If the party you request is not answering then it just rings. But wait, you have already been connected so you are now paying for a call that is just ringing on some internal line. Okay, I'll cut it short. I got them by Monday night. Got a new RMA Number. They were highly apologetic about the phones, the disk being broken, acid rain and everything else. Because the disk had just been returned to me I could ship it to them at my expense and they would rush the repair and get it back to me by Friday. Promise! At 5 o'clock Friday (yesterday) it still had not arrived. On the phone again to Jasmine. Same story getting through. By 7 pm I get their swithcboard and demand to speak to someone in technical support. I get through. I'm told that my disk is not yet repaired because they have a lot of work. What about the promise of me getting it by Friday? What about the 48hrs that the manual talks about? They're very very sorry! That helps. So, make of this what you will. I will not buy my next disk from them. I do not appreciate the kind of run-around I was given and the time that it took me to get things done. Also, if their stuff is so good then why is their repair dept "flooded with work"? Brian Siritzky