[macaddict1111]

Long time OWC(Other World Computing) customer here, but not for long at this rate. I purchased a processor upgrade with a 3 year warranty a year ago. It started acting up so I returned it. I'm being told that it is indeed a bad processor card, but that they are out of that exact card and have no ETA on arrival of new replacement cards. I have been without my computer for two weeks now and there is no telling how much longer. The best OWC said they could do for me is to "give' me a rebate on my old card of a little more than half what i paid for it! Am I missing something here?? basically my "warranty" has been reduced to a discount off of another processor card?? I can't believe the attitude that i have been given in numerous emails to customer service. Any suggestions? Is this normal for these guys?? They used to stand behind what they sold. I guess not anymore.

[mduell]

If it's under warranty why did you return it to OWC instead of the manufacturer?

[macaddict1111]

Because it is an OWC processor card.

[AC Rempt]

Wow, I've never had anything but good service from them. What was the card and the machine you're trying to upgrade? They should give you some sort of replacement. Have you tried moving up the chain of command?

[macaddict1111]

Yes I first sent an email to the customer service manager, explaining my plight. I received back:
"OWC doesn't offer upgrades or exchanges on processors after the first
thirty
days from date of purchase but we do have a Rebate program. If you
would
like to buy a new processor you could have this RMA changed to a rebate
request.
The 1.5/1.467 processors would be around 140.00-150.00 for a rebate.

and then:

"Replacements can take some time, we do have a 48hour turn around for in
stock items but this is not in stock, so it may take a few weeks to get
the
replacement from our vendor. Sorry for the delays and it will get
replaced
but it will take time".

Now i'm being told by customer service that they have no clue when new one's will be in.

I sent a separate letter to the management in general, but no reply (surprise, surprise). I noticed on Xlr8yourmac.com that I wasn't the only one this has happened to.

[AC Rempt]

Man, that ain't good. Have you tried contacting the Better Business Bureau? If you and the others on Xlr8yourmac all filed, you might see some action.

[Cadaver]

OWC is in business by the sheer will of the Mac community. OWC better honor their policies or places like NewEgg will put them out of business right quick.

[macaddict1111]

You know I was surprised that I was being treated so poorly but then when I read back on some forums I noticed the same thing from others. One lady on xlr8yourmac.com waiting months and still not getting her replacement processor. Is that legal??

[Macola]

That sucks...I too have been a long-time OWC user and had good customer service from them. Try e-mailing Larry O'Connor directly (be polite but firm). Larry at (theirdomain.com)

[AC Rempt]

There's probably an issue with supply and demand on these, too. No doubt there's little supply because of little demand. Of course that means they should have a better sense of what's going on, especially if it's their own brand. If you do get ahold of Larry, point him to the xlr8yourmac.com forums and over here.

And Larry, if you do look in, you should know that I'm a long time customer, and a supporter of xlr8yourmac for years. I've recommend OWC to people time and time again. Right now, I don't think I would be so quick to do so.

[macaddict1111]

Thank you all for your support and suggestions. I'm gonna wait until monday to see if I get a reply back from the letter I sent to management in general at OWC. It really depresses me because not trying to get anything free out of OWC i'm just trying to get them to honor their warranty. I offered to pay the difference if they wanted to send me a better processor that they had in stock.

[macaddict1111]

I fired off this email today

Larry,
I was told by many of the mac faithful that I should fire off an email to you. I frequent many of the mac forums and have been voicing my displeasure with how customer service manager Ben Priest has been handling my return of an OWC processor upgrade card.I returned it under warranty, was told it was defective and would be replaced, then was told it was out of stock and had no ETA. I have already been without my computer for 3 weeks, with no end in sight. All I am looking for is for OWC to honor their warranty. If the processor is not in stock then I will be happy to pay the difference for a better OWC processor. When I suggested this to Mr Priest he told me that the best OWC could do was give me a $140.00 rebate on my old defective processor! He told me there were no other options and he had no clue when the processors would be back in stock! I have been a long time OWC customer, and I had always thought your company has handled customer service problems well. Now my only recourse is to write about my problems with OWC in the forums at Macrumors.com, Mactalk. and MacNN among others. My emails are no longer being returned so I can only assume that OWC/Macsales could care less about me as a customer and I'm frustrated by that and happy to let everyone I talk to on the forums know about it. I would love to write back on the forums that OWC came through and sent me a better processor or at the very least had me pay the difference, but for now I will be spreading the word to my countless mac friends that OWC does not honor their warranties. I'm hoping you can rectify this situation.
Sincerely,
Robert Vxxxxx

[AC Rempt]

I hope that gets you some results. And I still suggest the BBB as well as getting some of the other folks on xlr8yourmac.com to get involved.

Hopefully, that won't be necessary, but keep up posted.

[bearcatrp]

Post the email address to who you send this to so we can send an email telling them about how disappointing this is and possibly look for a better retailer.
Randy

[macaddict1111]

I was told today by Larry at OWC that they had dropped the ball and that he would make sure that I received my card by Friday. I'll report back with the results.

[Cold Warrior]

Good for them.