I recently purchased an Antec SLK3000B case. After 5 weeks of use I discovered that I could only use the upper of the 2 front USB ports if the USB device was externally powered. Investigation showed the USB socket terminals had 'flattened' resulting in the loss of the +5v supply. They were carefully teased out and all was OK again. But as this was probably a temporary solution I emailed Antec. Within 24 hours I received a reply requesting my full postal address. 5 days later I received 2 spare USB PCB assemblies.

This is customer support without equal. Furthermore it makes a refreshing change from the countless depressing stories regarding customer support, or more accurately the lack of, that one reads in magazines and newsgroups.

Whilst I enjoy reading the reviews in magazines such as PCW, unfortunately, by their very nature, they can only reflect the limited experience of the tester, i.e. general appearance, build quality, ease of setting up, etc. Sadly no account can be taken of long term reliability or after-sales customer support. This is a serious omission as one may not have purchased that "Editor's Choice" if one had known that if that product failed, one would be left totally isolated.

I suppose one can only form some opinion after reading as many reviews as possible, and consulting the newsgroups. However, one always has to be aware that the person who is disappointed and frustrated with a recent purchase is far more inclined to post to a newsgroup than the thousands who are happy with the same product. This is why I feel that it is important to recognise excellent support when given, as with my case with Antec, and give that company full credit.

It's a pity magazines like PCW cannot do some type of "Name & Shame" article, identifying companies who repeatedly refuse to provide support for their products. Conversely, for those who do accept their obligations, the article could be used to enhance their reputation.

Bryan Wilson