watch dodogg MAXIMUM PC TAKES A BITE OUT OF BAD GEAR dog
18
THE BULB’S DEAD, AND SO IS
MICROTEK’S SERVICE
I purchased a Microtek I900 scanner in July 2005 for
more than $500. One of the scanning lamps recently
burned out, so I contacted Microtek to have it serviced
but was told that the company does not replace bulbs
because it does not have a service facility in the United
States. The only option I was given was to pay $250 to
have the scanner replaced with the same model. And
that replacement would have only a 60-day warranty.
This response is not acceptable. I feel that the public
should be made aware of this company and its policies.
— Robert BelinThe Dog spoke with a Microtek representative
who said the company understands Robert’s
frustration but that the policy is fair considering
the rather poor outlook on the scanner market
these days. He said lamp burnouts are rare but
can happen, depending on use.
When the Taiwan-based Microtek decided to
spin off its U.S. entity, it also jettisoned its service
center. For a scanner to be repaired, it would
have to be shipped back to the factory in China.
It is simply cheaper for the company to replace a
defective unit with another unit. The spokesman
said the cost of the replacement depends on how
old the scanner is. If it is under warranty, the cost
is covered by Microtek. For a unit that is one year
out of warranty, the price is $250. If it is two years
out of warranty, the cost increases further. The
spokesman did apologize for the situation and
said, “I understand [his] dissatisfaction, and it is
totally reasonable to be dissatisfied.” However, the
spokesman said he believed that the policy was in
line with Microtek’s competitors’ as well.
The Dog checked with Canon to see if that’s
true. Surprisingly, it is. A Canon spokesman said
in-warranty units are exchanged immediately
with a new product. “If they are outside of war-
ranty, customers can call the call center or visit
a service facility and take part in the loyalty
program. The loyalty program will give them adiscount on the most cur-
rent model.” The spokesman
also added that lamp burnouts are very
rare, and with Canon’s move to LED lighting, the
chances will decrease further.
Canon’s scanners, however, don’t quite play
in the same expensive playground as some of
Microtek’s devices. To see how Epson handles
scanner repairs, the Dog called the company’s
support number, claiming he had an Epson 4990
Perfection Photo that he bought two years ago
for $500 (a similar price and vintage as Robert’s
Microtek unit). The tech said that no parts were
available from Epson for the end user and the
company would not repair it, but repairs were
available through approved third parties. When the
Dog contacted a local service facility, CompuTronix
in Emeryville, CA, a tech said it would cost $45 for
a diagnosis to determine what was wrong with
the scanner. Parts and labor would then be calcu-
lated into the total (with the $45 being prorated
into the bill). Without seeing the unit and finding
out what exactly was wrong, he said he could
not give an estimate on bulb replacement. But
the CompuTronix tech did
say that while the scan-
ner could be repaired, that
might not be a wise move.
The tech explained that
sometimes it’s cheaper tobuy a new device that has a full warranty and
offers more features than to repair an old unit.ALL IN BLUNDER
I built my computer about a year and a half ago, finally
upgrading to Windows XP from Windows 98. The
graphics card I chose was the then-new ATI All-in-
Wonder 1800XL Pro. I recently found a great deal on
Vista Home Premium from a company going out of
business (yes, it’s legal and legit).
I checked to see if all my hardware was com-
patible; the only part that was questionable was
the videocard. Now here’s the bad news: AMD/ATI’s
website states that there is no software application
that enables TV-tuner functionality. I thought this
just meant no ATI Multimedia Center software and
assumed the hardware was still there and the new
drivers would enable the TV tuner with Microsoft
Media Center. Wrong!
I called ATI support and was told that the compa-
ny is discontinuing its All-in-Wonder cards, the cards
are not supported in Windows Vista, and I would have
to buy a separate TV card.
I love the idea of having all the functions in one
slot, and I can live with ATI’s decision to discontinue
it, but come on, no support for a product that is only a
year and a half old? ATI knew Vista was coming soon.MAXIMUMPC OCTOBER 2007Our consumer advocate investigates...
PMicrotek’s Dead Bulbs PIntel’s Quad
Erratum PWhy the All-in-Wonder Won’t Work
Millie, watchdog of the monthGot a bone to pick with a vendor? Been spiked by a fly-by-night
operation? Sic the Dog on them by writing watchdog@maxi-
mumpc.com. The Dog promises to answer as many letters as
possible, but only has four paws to work with.Our consumer advocate investigates...
P
Erratum
Millie,discount on the most cur-
rent model.” The spokesman
also added that lamp burnouts are very
rare, and with Canon’s move to LED lighting, the rare, and with Canon’s move to LED lighting, the
chances will decrease further.buy a new device that has a full warranty and buy a new device that has a full warranty and
offers more features than to repair an old unit.offers more features than to repair an old unit.discount on the most cur-
rent model.” The spokesman
also added that lamp burnouts are very also added that lamp burnouts are veryHow many techs does
it take to replace a
Microtek scan-
ner bulb? None,
because the
company
won’t do it.