Hi everyone,
Sorry if I put it into a wrong place, but I really have no where to express my anger.
I have purchased a buffalo 500G hard drive (Model: HD-PE500U2) last month (Feb09 ) in Hong Kong when I was travelling, and now I am back to Sydney. I just want to seek for my after sales service which I have paid for just because the harddrive is not working (I just purchase it last month!!!) .As an IT profession, I tested it with different usb cable and different computer, which I hope to shorten the time that the service centre may need to identify the problem. However, it did not speed up anything and I have spent 4 hours on this without getting any help. That's why I have this post here.
First I have called up buffalo authorized support centre in HK with international call, and they said I have to contact the Australia side as it would be difficult for them to handle the case overseas. SoI called up the buffalo authorized support in Sydney, Uniden (Tel: 9599.3355), I have to wait for an hour to talk to the representative, which is beyond an acceptable level, then I talk to the technician about my problem, he said that may need to launch a "return to manufacturer request" and I have to speak to the sales department as he can do nothing about it. All they can do is to identify the problem. So I log the name of the techinician (ELI), and the case number (124 0572).
Then I called the sales department, where that lady just said it is nothing with the sales department, and put me through back to the service centre number (She put me to the number when I was still talking about my case) which need to wait for another hour, so I called back and try to explain more, like the techinician ask me to contact sales department. However she listen me nothing and just put me to receiption, and similiarly, the receiption put me back to the service centre queue again. And I called back the third time directly to the receiption, tell them the same thing and I just want to get some help, finally, the receiption put me to another number which points to a voice message.
I have spent 4 hours without getting any actual help, so I am trying to spent another 15 mins to express my anger here to let everyone know how Buffalo treat their customer after they purchase their product. And I am trying to launch a complain to some customer right authorities to see if that gives any help to my case and some driving force to buffalo to monitor their service partner to provide an acceptable level of after sales service to their customer.
A disappointed customer,
Thomas
thomas_chau@hotmail.com
Hi Thomas,
Sad to hear that.
So far, I managed to get fairly good amount of support from them as my company uses alot of their NAS products.
I'm just wondering if your Buffalo hard drive comes with local warranty support or international warranty?
I've checked with Buffalo and they say their warranty is only local.
As for Australia's side, the last time I've checked with them, I don't think they provide technical support at all as they are just a distributor.
Btw if you can, maybe you could go down to Uniden's office.
Cheers mate!
Hi everyone,
Sorry if I put it into a wrong place, but I really have no where to express my anger.
I have purchased a buffalo 500G hard drive (Model: HD-PE500U2) last month (Feb09 ) in Hong Kong when I was travelling, and now I am back to Sydney. I just want to seek for my after sales service which I have paid for just because the harddrive is not working (I just purchase it last month!!!) .As an IT profession, I tested it with different usb cable and different computer, which I hope to shorten the time that the service centre may need to identify the problem. However, it did not speed up anything and I have spent 4 hours on this without getting any help. That's why I have this post here.
First I have called up buffalo authorized support centre in HK with international call, and they said I have to contact the Australia side as it would be difficult for them to handle the case overseas. SoI called up the buffalo authorized support in Sydney, Uniden (Tel: 9599.3355), I have to wait for an hour to talk to the representative, which is beyond an acceptable level, then I talk to the technician about my problem, he said that may need to launch a "return to manufacturer request" and I have to speak to the sales department as he can do nothing about it. All they can do is to identify the problem. So I log the name of the techinician (ELI), and the case number (124 0572).
Then I called the sales department, where that lady just said it is nothing with the sales department, and put me through back to the service centre number (She put me to the number when I was still talking about my case) which need to wait for another hour, so I called back and try to explain more, like the techinician ask me to contact sales department. However she listen me nothing and just put me to receiption, and similiarly, the receiption put me back to the service centre queue again. And I called back the third time directly to the receiption, tell them the same thing and I just want to get some help, finally, the receiption put me to another number which points to a voice message.
I have spent 4 hours without getting any actual help, so I am trying to spent another 15 mins to express my anger here to let everyone know how Buffalo treat their customer after they purchase their product. And I am trying to launch a complain to some customer right authorities to see if that gives any help to my case and some driving force to buffalo to monitor their service partner to provide an acceptable level of after sales service to their customer.
A disappointed customer,
Thomas
thomas_chau@hotmail.com
Hello Thomas,
Your first instinct for support was correct. As you bought the product in Hong Kong, that is where the support for your product is. The representation for Buffalo Technology Hong Kong is a separate entity than Australia (Uniden). They have no affiliation with each other. They are not authorized to provide support or replacements for each other. Uniden, in Australia, can only provide replacements for Uniden customers.
9599.3355 is Uniden's spare parts number (not the correct number for Buffalo support). 1.300.761.310 is the Buffalo Australian 24/7 support line. Please call that number, and let them walk you through support. They may be able to fix your product over the phone. That number goes direct to the Buffalo USA support team - 24/7 telephone support for Australia is supplied by the USA support team.
If they can't fix your product over the phone, then please contact me directly (drmemory@buffalotech.com), send me the name and address of the retailer where you purchased your HD-PE500U2, and your contact information in Australia. I will find out who (in Hong Kong) is in charge of retail support and see what I can do, to help with your warranty service.