Holiday Shopping Roundup: Eight Dual Format Recordable DVD Drives
by Kristopher Kubicki on December 11, 2003 10:54 PM EST- Posted in
- Storage
Tech Support
One key item that we have overlooked in most of our optical display reviews is technical support. Our very our Evan Lieb pioneered the original tech support benchmark for motherboards and today, we will attempt to replicate that benchmark with our optical storage vendors.We used three camouflaged email addresses and emailed particularly trivial questions concerning our burners to each vendor. For other tech support that was capable of responding to all 3 emails within 72 hours (5 business days), we averaged the three times together for a final result.
| Average Customer Support Response Time | |
| ASUS | No Response |
| Gigabyte | 38 hours, 12 minutes |
| LiteOn | 41 hours, 20 minutes |
| MSI | No Response |
| NEC | 29 hours, 48 mintues |
| Nu Tech | N/A |
| Plextor | 11 hours, 10 minutes |
| Sony | 6 hours, 44 minutes |
Hands down, Sony had the best technical support. An interactive ticker kept our problem up to date via email. There was also an online interactive help, which we used, and had our problem answered in less than 8 minutes. However, even by using the email ticker, we had our problems answered by an average of 4 hours before the nearest competitor (no surprise, Plextor).
You may be surprised that neither MSI nor ASUS were capable of responding to any of our three questions within 72 hours. However, to give these two some credit, the answers to our questions were found in their knowledge database. Nevertheless, the same could be said for Sony and Plextor. (Looking carefully, Plextor answered our problems right in the manual). Unfortunately, there was not much difference in support between our two $100 burners. We were expecting much better product support from NEC than LiteOn, but our averaged response time on our emails was less than 3 hours apart.
Nu Tech's customer support was lacking by a little. There was no email address, nor number to contact for technical support. Unusually, the general “comments” section required a birth date in order to submit. The site also had problems working under Mozilla. We informed Nu Tech and they are currently working on the problem.
Our customer support response time test did not give Sony or Plextor the leading edge since all our questions were answered incredibly fast via more than one method.
Let's get burning!
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rms - Saturday, December 13, 2003 - link
Why was there no identification/information on the physical drive used in these products? I'm disappointed.rms
artifex - Saturday, December 13, 2003 - link
Have you noticed that if you rip the ISO with DVDD, you need to burn it with that? I had trouble reading a DVD that I burned using Nero, but when I went back to DVDD for the burn it worked fine.KristopherKubicki - Saturday, December 13, 2003 - link
I use K3B and DVDTools for linux as well. Nero is good, depends on what you end up doing with it though. For ISOs and GIs, DVD Decryptor and Alcohol 120% are my particular choice of poisons.Cheers,
Kristopher
sprockkets - Saturday, December 13, 2003 - link
Haha, for some stupid reason that Sonic Software that came with my Lite On DVD+RW only drive said a new disc was already full or something stupid. Used nero from my other drive and works fine. Nero rocks, of course, under linux with SuSE and K3B and DVDtools it works fine too. Burns for me took around 13.5 min.KristopherKubicki - Friday, December 12, 2003 - link
Belzer, I emailed Nic about it. I was in fact using 2.24Kristopher
artifex - Friday, December 12, 2003 - link
Hmmm turns out my drive is identical to the BTC 1004IM. What can I say? I don't see any drives using that base in the comparison either, though I hardly feel prejudiced against, like the Lite-On people :)Anyway, looks like it does what I need it to, even has Mount Rainier support (My RW5125A didn't according to DVDinfoPro), for 1/2 the Plextor or Sony, so I should live with it for a while, right? I mean... I'm used to burning DVDs at 2.4x anyway, and now I can use the - formats (yuck, if I have to).
Belzer - Friday, December 12, 2003 - link
Kristopher: I think the MCC 003 should be identified as 8x in the latest (2.24) version of DVDInfoPro too.artifex - Friday, December 12, 2003 - link
Jeez, over $10? They must have a built-in Hollywood tax planned.I decided I couldn't wait. Fry's had a weird "Emprex" +- brand on sale for $90 before tax here in Dallas. I figure for under $100, I'll not worry about burning it up before Blu-ray... or whatever competes against it.
I'll let you know how it works... so far I see the websites on the box don't have any info on the drive :( It does seem to have a reasonably complete set of software, though. If nothing else, I can use it a little while and exchange it.
KristopherKubicki - Friday, December 12, 2003 - link
Belzer: Youre probably right. In DVD Info Pro, I got this (14)http://images.anandtech.com/reviews/storage/roundu...
Looks like the discs are just ahead of their time ;)
Kristopher
Belzer - Friday, December 12, 2003 - link
Thanks for the update, Kristopher! Sorry if I sounded rude in my last post.About the Verbatim media:
MCC 001 = 2.4x, MCC 002 = 4x, MCC 003 = 8x
Check Philips' list with approved media:
http://www.licensing.philips.com/services/db/midco...
or check this thread:
http://www.cdrlabs.com/phpBB/viewtopic.php?t=13821
or check Plextor's list of compatible media:
http://www.plextor.com/english/support/media_708Co...
or check for yourself with DVDIdentifier:
http://dvd.identifier.cdfreaks.com/
Verbatim probably hadn't the new 8x box art available yet so my guess is that they put the sample discs they sended to you in an old case.