dinapoli@rodan.acs.syr.edu (Ron DiNapoli) (05/05/91)
In article <52394@apple.Apple.COM> chuq@Apple.COM (Chuq Von Rospach, only here for the beer) writes: >ccmlh@buitc.bu.edu (Mark Hayes) writes: > >>The Ehman full- and two-page monochrome monitors receive rave reviews >>in the latest MacWorld, and the prices are quite attractive ($495 and >>$895, with expansion card). Has anyone out there ever seen one of these >>babies in action? > >We just went and bought a Mirror instead. About the same price for the two >page, but unlike Ehman (and I know this from personal experience as well) >Mirror is raved about by their customers not only for their hardware but for >their service and support. I've had a couple of unpleasant hassles trying to >get Ehman to help out on some technical glitches, so I'm not pre-disposed to >work with them right now. I, too, had heard of Mirror's great service so I decided to buy a PixelView II for my new IIsi. HOWEVER I had a DISAPPOINTING experience with Mirror... I got the PVII with the PDS assembly. When it came, I installed in my IIsi and there was a problem. The display looked really nice, but the OS seemed to think that the Screen had about 6-10 more horizontal pixel lines then were actually showing. The result was that items meant to be on the bottom of the screen (i.e., startup icons, the status bar in Excel, the Fill pattern bar in Superpaint) were getting cut off. I called Mirror a number of times and each time they tried replacing a different part of the system. First the software, then the video card, then the monitor itself. Nothing fixed the problem. Then the tech guy suggested there might be a problem with my Mac. I couldn't believe it, but I agreed to check it out. I reinstalled all system software, booted without my inits and the problem persisted. When I asked if they had a IIsi set up with a PVII using the PDS assembly, the answer I got was "It has been tested and works fine". They asked me if I could try to find another IIsi to install the monitor on to see if the problem was in my IIsi. I agreed to try and took the PVII (which does not easily fit into a Honda Civic!) to the closest Apple dealer where they were nice enough to let me try it out. Lo and Behold the problem appeared on the IIsi they had on display. When I spoke with the tech guy at Mirror the next day, he said that the only thing left to do was to give me a refund for it. I liked the monitor and wanted to keep it, so I asked if they would let me try the NuBus assembly at an even exchange or even at a discounted price (I went the PDS route in the first place because I couldn't afford the extra $200-$250 the NuBus would have cost me). He told me that he couldn't authorize such a deal, and when I asked if he could check that out or tell me who I could call to check that out, he said "I don't know of anyone who would authorize that". So, I ended up with a refund and an Apple 12" monochrome display. Every time I called the tech support line I was put on hold. In most cases (after holding for a few minutes) a receptionist came on the line and asked to take a message. When she'd tell me that they'd call me back as soon as they could, I found myself waiting by the phone for hours, if not for an entire day. When I was told someone would call me back "first thing in the morning" *I* ended up calling them again after lunch that next day because no call had come. The general impression I got from my dealing with Mirror is that they weren't committed to fixing the problem I had. When it couldn't be solved by replacing each component of the system, they just gave up. I wouldn't have minded using the monitor with the defect if they would've committed to isolating and fixing the problem. I wouldn't have minded working with them to try and isolate the problem in any way I could have. I did like the monitor. But it seems that when the problem became something that was not easily remedied by just "sending me a replacement", that their outstanding "support" left something to be desired. Instead of "supporting" me and my IIsi, they "dropped" me. Although I don't feel cheated or anything like that (they did give me a refund and did pay for shipping on all the "replacements" and the returns), I felt more disappointed. I faxed a letter (and sent it via snail mail as well) to the President of the company, whom I was told was very concerned with customers' feelings and carefully read every letter sent to him. I told him just what I've mentioned here about my experience. The fax was sent on April 16. I have not yet received a reply or even an acknowledgement. So, let this be a warning to you. I, too, had heard of many satisfied Mirror customers--that's why I went with the Mirror product. But, in a situation which really required good tech support and customer support, the support wasn't there. I would also caution any of you with a IIsi who are looking at the Mirror PixelView II--at least with the PDS assembly. I would also be interested in hearing from anyone who has a IIsi with a PixelView II and the PDS card *who has had NO problems* ! If it is not a general problem with IIsi's and the PDS interface to the PV II, I would like to figure out why the heck it wouldn't work right on my machine!!!! Sorry for the novel, but I thought it would be of interest of those who, like me, had heard nothing but good things about Mirror... Ron DiNapoli