Backup drive manufacturer Iomega admitted today that it was reducing the prices of its Zip drives in the US but had no plans to do the same here in Europe. It also aggressively defended itself against recent reports of faults in the products.
At the same time, it said that it had not yet completed ISO certification for its products, unlike its competitor Imation.
Responding to recent reports of faulty Iomega Zip drives, Randy Scott, product line manager of Iomega?s Zip business in Europe, said he was unable to give exact figures for the number of returned units, but said: ?We?re below industry returns.? That average, he claimed, was 3.5 per cent for hard drives, PCs and fax modems.
He denied there was any kind problem with the Zip drives. He said: ?I have not seen any statement saying we have a known problem although there are a number of issues, whether customer related or due to shipping difficulties.?
He added: ?You can always do better with the manufacturing process and I?m sure everyone would like to do it a bit better. I have not seen anything that kills the drive. We?ve had a high customer satisfaction rate measured by our installed base and the second most common reason people buy Zips is by word of mouth.?
The latter would not happen if there were a large measure of customer dissatisfaction. He noted that there is a total of 12 million Zip drives installed worldwide and the product had been on the market for the past three years.
If there was a large scale issue, he said, ?you would have imagined you?d have heard about it.?
But Scott said Iomega had no intention of suing US newswire service Cnet, which pointed many daily readers to the unofficial 'Click of Death' site, which carried many of the adverse reports about the Zip drives.
However, it is still actively pursuing French disk drive maker Nomai, alleging unfair competition, false advertising and intellectual property infringement.
Lance Quantrill, head of marketing at competitor Imation, told the 'VNU Newswire' two weeks ago that it had a total of .068 per cent returns for all reasons including mispurchase, damaged packaging, DOAs, technical incompatibility, unclear documentation, screenhelp failure and phone helpdesk failure.
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