First Time Last time customer OF Eclipse Computers (Eclipse Computers (Coventry))

Member Name: mrgadget

Product:	Eclipse Computers (Coventry)
Date:	15/01/07 (850 review reads)
Rating:

Advantages: Good selection of products at good prices

Disadvantages: Buyer Beware, goods maybe well priced but it will come at a cost if you have problems.

I am a First time & last time customer of Eclipse.

I bought a NAS/NDAS drive caddy back in November 06 & tried to get it to work consistently for a month before I decided to return the item at a cost to me for recorded delivery which I know I can kiss the money good by.

During that time I emailed Eclipse and explained what Tests I had done and that I had even updated the drivers. But they don't seem to of read the email or care and are more concerned in me paying for the so called test they have done and return costs for sending the item back to me.
This is the email I sent to EC requesting help.

<<<<<EMAIL BEGINS>>>>>
Hello Eclipse computers
I purchased 3.5 IDE External(RJ45 + USB) Enclosure.
Order No. XXXXX on Friday, 3 Nov 06 15:37

I installed a 250gb IDE Hard disk & installed the supplied software.
I have tried and tried to get this unit to work properly but it continues to fail and loose its link to my network or fails to mount correctly as a NDAS drive.

At times it will for a few minuets allow me
to transfer some file then it will lock up again? I also downloaded and installed the updated drivers for this "ndas-3.11.1327-x86-ENU.msi" but this still failed to rectify the problem.

So I thought I would use it as a USB drive but low and behold it continues to connect as a USB drive but as soon as you try to write to the drive it comes up with an I/O error all the time.

So at this time I am at a loss as to what to do other than requesting a replacement or getting a refund?

Personally I feel its the components on the circuit board & the fact that the I/O connectors are a very loose fit when you connect the cables to them not secure at all.

I would appreciate it if you can let me know what action I can take now. Do you stock a unit that is a better build quality to this one? Anyway your quick response will be appreciated
regards
Mr XX
<<<<EMAIL ENDS>>>>

The Item is still in dispute as they say they tested it by transferring a few files and it worked fine. I need the item to be tested for a lot longer than just a few files shishhhhsss it needs to work consistently over longer periods in both modes.

There last email after testing!

<<<<EMAIL BEGINS>>>>
Thank you for your e-mail

The item has been tested and found to be working, We hooked up the drive to our computers here and transferred data with no problems and as such the £11.75 test fees and return postage will now apply.

Regards
XXX
<<<<EMAIL ENDS>>>>

Yes thanks for all the information Eclipse very helpful NOT!.

The option's I have left are few, I will have to pay up or see if a certain magazine can help me out & let me know what rights I have under the distance selling regulations.

I just know Eclipse will try to duck out of it in the end even though the chap in customer services assure me they will retest it.
Gut feeling is they will file 13 it & try to milk me for more.

This NDAS Drive & Eclipse Computer's has cost me more and given me more trouble than I really need or wanted.

Even though I tested the Drive for a month before I gave up on it & Informed Eclipse of the actions I had taken they didn't seem to care even when I said I would be happy to take voucher's instead of a replacement after they had found the fault's.

"testing a few files is not going to cut it after I tested it for over a month & found it failed 80% of the time".

I will not use them again & I will advise my friends and work colleges to do the same.

The customer service's stick to the party line and at times made me feel like I didn't know what I was talking about & that only there Company IT Specialist where right in regard to there Testing of the faulty goods. Nither do they explain the customer's rights under the DSR which would at least help the customer and show that the company did care about its customer's.

As you already know they use a Preimum Phone number. Try this web address before you phone any 0870 numbers as they will be able to list a local or national number which will be much much cheaper.

http://www.saynoto0870.com/search.php

I wonder why they emphasis DO NOT WRITE OR MARK THE OUTER PACKAGING.? in there RMA emails

Summary: Poor customer services & does not help customer with understanding there rights under the DSR