or a long while I thought one can never go wrong with purchasing
Lite-On products. That is why all the CD/DVD drives in my PCs are from
Lite-On (4 of them). So, it was only natural that when time came to
purchase a "consumer type" DVD player, I didn't think twice before
purchasing the Lite-On LVD-2001.
All seemed well, until I discovered that one of the functions is not
working as advertised and I needed Lite-On's customer service... It
has been quite a frustrating experience. They seem to consistently
reply with ambigous and evasive answers. When I finally requested
clear and explicit answers, I never heard from them again...
I ended up filing a complaint with the BBB and I will probably hear
from them soon. But for the benefit of all, I thought you may want to
know who you are dealing with. So, I am posting here my entire
correspondence (to date) with Lite-On customer service, copied
VERBATIM, except for my full name and other personal details.
Ex-loyal Lite-On customer.
"Customer Name" < XXXX@XXXXX.COM >
To: < XXXX@XXXXX.COM >
Subject: RE: RMA#:AE00XXXXXXX
2004/01/04 06:21 PM
I received the unit back on Monday, December 29, 2003.
Assuming that you would not ship back a malfunctioning unit, I eagerly
connected it to my system, expecting to enjoy a perfectly working A-B
However, I was dismayed to discover that the A-B feature in the unit
is still not functional with *audio* CDs. This is despite the fact
that I sent you the unit for repair/replacement specifically for
fixing this problem.
This is also despite the fact that I explicitly and repeatedly
inquired about this "A-B function in audio CDs" problem in three of my
notes, including the very first note I sent you (November 30, 2003).
I am extremely disappointed not only with the fact that I still have
an item that does not work as advertised, but also with the way you
handled this case:
If the A-B feature is supposed to work with audio CDs, why didn't you
state so explicitly? And why didn't you replace my unit with a *fully*
working one (as you promised in your note from December 2, 2003)?
If, on the other hand, you knew all along that that the A-B feature
does not work with audio CDs, why did you instruct me to ship the unit
I am extremely disappointed with your handling of this case, since it
resulted in not only extra cost and the inconvenience of
unavailability of the player for the holidays, but I also lost the
option of returning the merchandise to the retailer within the 30-day
I request that at a minimum, you fully and explicitly answer my
1) What is your diagnosis of my unit? Did you fix anything? If so,
what did you fix?
2) Is the inability to support the A-B function for audio CDs a known
problem with all units or only with my particular unit?
3) If this is a known problem with all units, do you consider this a
4) Can a firmware update solve the problem?
5) If the answer to (4) is positive, are you planning to release such
I very much prefer getting straight and clear answers directly from
you. However, if I don't receive satisfying answers within a week, I
will regretfully have to refer the case to consumer agencies and
online consumer rating sites.