atcomsystems.ca/forum Forums Other TDM Phone Systems ESI Telephones & Systems ESI S-Class Hard Drive

We made a major investment (for our little business, anyway) in a phone system (ESI IVX S-Class). Just months after it was paid off, and after the warranty had expired, the hard drive failed.

I've been a system admin for years, and was surprised when our ESI reseller informed me of the exceptionally high cost of replacing this little drive.

The drive is a Fujitsu 10GB laptop drive. I'm aware that it probably has been formatted with a proprietary system.

Consider this: When I purchased the system, I paid not only for the hardware, but also for a license to use the ESI software. When a hard drive fails, they charge you not only for the failed hardware, but also for the software which you've already paid for once.

This, in my opinion, is an immoral and outrageous practice designed to rip off consumers.

It would be like if, when your computer's hard drive fails, you also would have to pay full price for a brand new copy of Microsoft Windows, and Office, and any other software you lost when the drive failed. Obviously, that would be ridiculous when it comes to a PC.

Really, that's all these ESI systems are. A PC. Except they are a PC specifically built to ensure customer's have to return to them for very expensive upgrades and repairs on a regular basis.

Needless to say, we'll never purchase any system like this again. I'd rather spend every waking hour learning to manage an open-source system than spend one more minute with a dishonest company, trying to get me to PAY AGAIN for software I already purchased.

You might want to revisit this whole hard drive cost / software cost with your reseller or maybe get another price from another reseller.

When you get a new drive make sure you get the 5 year advanced replacement warranty.

ESI does not do business as you described.

LaneComm,

I appreciate your reply, and I'm open to trying that again.

I have hit serious brick walls with my reseller (hundreds to replace the drive, but they'd rather sell me a new system). Calling ESI directly results in a firm insistence that I deal directly with my reseller. I spoke with a different reseller, who quoted essentially the same hundreds of dollars for a replacement hard drive.

I'm so frustrated, and feel like we aren't being treated fairly.

We are ESI resellers and I understand you pain.

I would suggest you contact John Grider on the ESI board here - he may have a pocket full of them.

Its worth a shot, he's a good man.

I will send him a private message through the board. Thanks for the tip.

Private message received and thanks for the compliment Lane.

Hard drive on an S-Class is somewhat rare. You don't want to replace the hard drive anyway, you would be much better of with a flashcard which I think I have one.

Now as far as ESI business practices go I must comment. You might be a bit frustrated but it isn't ESI. They make good stuff at a fair price and I can post many examples to verify that.

I won't comment on the relationship between you and your ESI dealer. Not yet anyway.

So, gimme info.

Is your system down or just struggling?
How many extensions?
How many lines?

John if you don't have the Flash drive I think I have one for a S-class with voicemail .

I have one for the 56s G2 (if I can find it) but my instincts are telling me this is a 42s and I don't want to waste Josh's time by sending him the wrong item.

Note: Just purchasing a replacement drive only solves an immediate problem.

Thanks to all for the replies.

It's obvious that I've been frustrated today, and I don't mean to take it out on hard working folks, including our ESI dealer. I know everyone needs to pay their people, and deserves to be paid for their work, education, and expertise. Re-reading my previous posts makes me think I probably spoke to soon (needed time to calm down, I guess).

To answer your questions, John, the system is down. Our dealer has gotten us a temporary, smaller system that doesn't really support our larger phones (we switched to the small version of our phones) -- just to get by while we decide how to proceed from here. None of our features (voicemail, extension numbers, etc) are working correctly, but we can receive and make calls and I am thankful for that.

We have 4 outside lines, and 8 phone extensions.

I'm very open to your advice and input.

Josh, while I feel your frustration, you have mentioned that you will never purchase another system like this again. I'm assuming that by your mention of open architecture for your next purchase that you are implying that you'll recommend or purchase an IP system. That seems to be today's trend among IT personnel. Many of today's IP-based phone systems require annual licensing purchases or renewals, especially the big names.

Computers are one thing, but be honest: Do you truly understand phone lines and the manner in which they operate? Do you understand ring trip, high-resistance faults, loop current, etc? Do you honestly believe that your local dial tone provider is going to troubleshoot these things for you? I can assure you that they won't.

Now let me ask you a basic (and hopefully one that is not insulting) question: Why is it that IT people have no problem purchasing hardware and software that involves annual licensing when it comes to computers and programs? When a part in a phone system fails and requires what will likely be a one-time replacement for a few hundred bucks, they react as if they are being ripped-off?

By your own admission, you are the IT guy for your company. With that being said, you probably expect to pay for annual licensing fees, seat license fees, upgrade/patch fees, etc. for the programs that you are using. Why is it not acceptable to pay for what equates to the failure of a proprietary part? I know it is "just a drive", but have you thought about the R&D behind the product? I'm sure that ESI doesn't make it a practice to screw people by planting defective hard drives in their systems. You just happened to get a bad one, and to be honest, your gripe lies with Fujitsu for the mechanical failure.

Look, I'm not trying to throw you under the bus and I know that you've had a rotten experience, but try to look at this from a more realistic perspective. Yes, a drive is cheap, but ESI and their supporting dealers spend a lot of money to make the behind-the-scenes things happen. True, if an ESI system was in nearly every office like Microsoft, they probably could afford to give their products away. That just isn't the case and it isn't with any telephone system manufacturer. Dealers also need to be paid for their services to stock parts and maintain a trained staff. It isn't all about the $75.00 drive.

Please take a deep breath, accept my input as constructive criticism and realize that you really do have a good product. What you will spend will probably cost you the equivalent of one year's worth of car maintenance to restore your system. I seriously doubt that you'll be faced with doing this again.

Oh, and by the way: My company is not an ESI dealer, but they have an impeccable reputation in the industry.