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Esystor.com / Bad service

1 United States
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MACINTOSH USERS BEWARE!!! Esystor's FIREWIRE/USB PRODUCTS ARE NOT SUPPORTED WITH NATIVE MACINTOSH DRIVERS AVAILABLE WITH OS 8.6 THRU 9.2.2. OS X USERS BE CAUTIOUS!!!


I am alledging false advertising:

1. Misrepresented that Seagate Hard Drive in CoolMax external drive housing was Macintosh supported from OS 8.6 thru OS X. I tried device on OS 8.6, 9.0 and after an upgrade to 9.2.2. Apple System Profile recognized that their was a 'device' connected on USB. Mac Disk Drive SetUp gave a result "cannot initialize a disk in an unsupported drive".

2. Advertised that installation and 'Data Security" software would be included. Installation software for Windows was included. The instructions stated that Macintosh drivers were also available on the C309 disk but they were not. Technical staff directed me to numerous sites to download an appropriate driver...all were for Windows OS. Latest Mac Firewire and USB drivers fail to support Cool Max interface PCB & drive housing. CoolMax website does not respond to emails. No 800# for technical support.

3. www.esystor.com uses the Macintosh logo which implies that the associated product is supported directly by Apple/Macintosh driver software. Apple website redirected me to the OEM for the necessary driver.

4. Esystor represents that the drive I purchased was tested on a Macintosh computer prior to shipment. If this were true, they would have available the necessary driver to email me from their Walnut, Ca. store.

I returned the device only to have Esystor report that the interface cable was loose and the hard drive was now working fine. I was directed by Esystor technical staff Michael Cho to remove the drive from the housing, likely resulting in the loose connector. The message "cannot initialize a disk in an unsupported drive" occurred prior to that final attempt to get the device to initialize & partition.

Esystor wants to return the HDD to me with no mention of including the necessary driver. I would be back at square one! Should consumers lose 15% of the value of a product, original P & H, and return shipping because of a company's false advertising? NOT!

If this is not resolved immediately, I will be notifying Apple and the FCC regarding the false advertising. EBay declines to get involved without paying the Square Trader $20.00 fee. I will leave negative feedback on April 9, 2004 if not resolved to my satisfaction.

I am not the only Macintosh user thus inconvenienced. Esystor's business volume permits them to advertise that they are EBay's #1 Hardware store. Ebay/PayPal rake in the bucks, Esystor makes a killing, and consumers are left to 'bite the bullet' when the product fails to perform as advertised.

MACINTOSH USERS BEWARE!!! Esystor's FIREWIRE/USB PRODUCTS ARE NOT SUPPORTED WITH NATIVE MACINTOSH DRIVERS AVAILABLE WITH OS 8.6 THRU 9.2.2. OS X USERS BE CAUTIOUS!!!



4/5/04 - 10:13 PST
After lengthy discussion with Charlie in the RMA Dept, I was left with the impression that the incompatability of the CoolMax HDD was an error on my part. Charlie was not technically oriented. Said he would submit the request for a refund but I would likely be charged the 15% restocking fee. Still no admission that there was any false advertising...only that they publish what the manufacturer sends them.

Contacted Michel Cho to alert to the deficiency in drivers for per-OS X Macs and error on MFG's installation manual regarding inclusion of driver for Macs.
Michael is excellent both as a technician and in customer service. After brief review with me and consultation with the RMA staff, he called me back with a promise for full refund of $165.00 by weeks end...we'll see!


4/22/04

Received refund of $149.00. Lost $26.00 in S&H

Esystor still advertising compatibility for Macintosh OS 8.6 thru 9.2.2 and OS X.

They have yet to direct me to a site where I can download a driver for the Cool Max HDD enclosure. HDD does not accept standard Mac formatting or initializing without a third party program.

Esystor fails as a resellor in their reliance on what the supplier claims a product will do. I give them kudos for technical support, but management needs to prove availability of Macintosh drivers BEFORE they use the Mac logo in their advertising.

Will not buy from again.

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