LiteON combo drive & tech support

[BobSutan]

I've got a CD-RW/DVD-ROM combo drive and the DVD portion of the drive has completely crapped out. It worked for about 2 hours then that was it. Here was my response to my tech support request (attached at the bottom):

Dear sir or madam,

Please upgrade the firmware to the latest version from our web site first.
(www.liteonit.com-->ODD product-->download-->firmware)
We will suggest you use the disc made by vendor with good quality.
It will get the better quality for writing. Attached file was the
SmartBurn.exe.
It could check the media. Please help us send the result in JPG format .
(See attached file: SMARTBURN.zip)
Or try to install the drive to another PC in order to verify its
workability.
If it still couldn't work , please send it back to the retailer you bought
the drive for repairing.

Would any further information, please kindly visit LiteON IT Corp official
web site - www.liteonit.com

Best regards,


====================================================
Customer Service Dept.
Lite-On IT Corp. www.liteonit.com
Email : odd_service@liteonit.com
====================================================

The question is sent from !!!@!!!.com
Area: America / Canada Area

Problem: Technology

Title: Model LTC-48161H

Content: My DVD/CD-RW combo drive has completely stopped reading DVDs. In
fact, trying to read one stalls the system. However, it does still read CDs
just fine. What is needed to RMA the drive? It is less than a year old
(man. Oct 2003) and I believe is still under warranty. CD-RW/DVD-ROM Drive
Model LTC-48161H Serial Number !!!!! Manufactured Date October 2003
Thank you.

What I'd like to know is has anyone had such an amaturish response from them, and has anyone else had similar issue with this drive. Incidentally, the firmware was upgraded as per their instructions with negative results.