Six months into a three-year warranty, the power supply on the monitor that I bought with my CyberPower computer failed, so I called tech support. A rep initially told me that the company would replace the power supply, but later he said that since CyberPower hadn't made the monitor, he couldn't help me. Another customer service rep promised to send a new monitor, as the company doesn't stock separate power supplies. But the monitor never showed up--and when I called back, the rep said the order had been killed because the company no longer had the monitor.
Bernard Neyer, Chanute, Kansas
OYS Responds: CyberPower officials told us that the problem stemmed from a miscommunication. The company's tech support reps meant to say that Neyer should contact the third-party company (Fuji) that made the monitor to pursue a warranty claim. CyberPower's Web site, however, states that "Monitors, keyboards, and mice that are included on CyberPower's standard price list are covered under [its standard computer] warranty."
Furthermore, Neyer says that he did contact Fuji, which told him that it would not send him another power supply. Fuji insisted that Neyer send it a letter via snail mail, and said that in response to that notice it would begin processing a return merchandise agreement (RMA).
CyberPower apologized to Neyer for the confusion and sent him a replacement monitor; Neyer confirmed that he has received the monitor and that, so far, it is working properly.
Two TVs--Better Than One?
Reader James Willis of Marathon, New York, returned a fritzed HDTV to Westinghouse, which promised to replace it; ten weeks later, it hadn't arrived, and Westinghouse wasn't returning calls. We contacted Westinghouse, and within a week Willis had a new set; three days later, a replacement for the first set showed up. Westinghouse said that the delay in shipping the replacement unit was due to the set's being on back order.
Smart Phone Lacks Smarts
Reader Jordan Nave from Marshall, Illinois contacted us about an I-Mate JAQ Windows Smartphone that he had purchased on eBay; Nave needed MMS and GPRS settings for his area. Unfortunately, his service provider, CellularOne, did not have the information, and Nave was unable to get a response from I-Mate, despite attempting to contact them via both e-mail and live chat support. After we contacted I-Mate on Nave's behalf, the company gave him the necessary settings and apologized to him for not responding to his previous inquiries.
Shock Me All Night Long
RadioShack has recalled 13.8V DC power supplies due to electrocution and fire hazards. No incidents have been reported, but RadioShack says that the power supplies, which let you use household AC power to run DC-connected devices, are incorrectly wired and pose a threat. The affected power supplies have catalog numbers 22-507 and 22-508 with date codes from 08A04 through 01A08. Affected customers should unplug the power supply at once and take it to any RadioShack store for a free repair. For more information, call RadioShack at 800-843-7422 or visit the company's recall page for the products.