Read the reviews below to see the experience other people have had when dealing with customer service from Iomega.
Sad that it had to happen to you. But my experience with Iomega customer care was excellent. Recently I bought an Iomega SuperHero to backup my data on my iPhone. I was unable to use the device as I did not know where to download the apps from. Their technical support was so good that they gave me all the pertaining information and I was able to take backup in minutes.
What a joke!I have been promised shipping info for returning my defective product multiple times from IOMEGAs chat support. They just continue to tell me to wait for an email containing this info, and it never comes. I would never purchase another IOMEGA product in the future.
I had an issues with my 2tb UltraMax Plus eSATA/USB/FW/FW.
One of the drives failed and when I logged on to the site to find out how to return it. I was suprised to see tha tthe srial # told me I wasn't entitled to any service because the warranty expird. The process of proving that the warranty should still be in effect was lengthy and a pain because you have to provide documents that have to be reviewed, and then they want you to pursue the issue on line tghrough emails and one on one chats.
Ifound Iomega CS to be very helpful when you deal with them by phone.
The emails they send to you that are supposed to direct you to a live one one chat with customer service are a big problem. They don't work.
Everyone I've Spoken to by phone has been great. Very willing to assist and provide service.
After everything was verified, they sent me new drive and I just put the failed unit in the box and shipped it back. Not bad. Still had to pay $25 for shipping though.
Sorry that you two had trouble. Not just did they help me right away but they bent their rules to meet the requirements to help me get a cable I was missing; for free + no s&h! Wow, that deserves a 5 on the scale. FYI: I never registered my 6mos old product, opted for their chat help option and they had me call in to varify my details with the tech dept. Thanx Doug (Sales/Chat) and Eric (Tech)!
I tried to get help for my external hard drive, they won't help you over the phone until you create a case number online. Their list of "tell us what's wrong" doesn't list my problem. I've got 2 of these crappy devices and can't use either one. That's $250.00 down the drain, not to mention COUNTLESS HOURS of edited video I can't retrieve! Don't buy their products!
I have called into Iomega for network hard drive support dozens of times (I support 25 corporately). Their staff has hung up on me, and lied to me numerous times. The worst part is their solution for everything is to reset the device to factory state... this kills every last bit of data. They ask "Well dont you have somewhere to back it up" No thats what this device is for!!!!!!!
