Not sure where exactly to go with this, and have ended up here.
RMA’d my failed SSD on 18th January, with the shipping label addressed to RMAs in Czech Republic.
Received a message a week later saying RMA approved and would be dispatched on 28th January and I would be notified of tracking details.
Not heard anything since that message and I’ve had no response to the numerous messages I’ve submitted to Sandisk through my account since then.
I called customer service on 2nd Feb and was told the RMA warehouse has been re-located and the replacement drive will be dispatched within the next few days.
Called again on 7th Feb and was told it would be dispatched within the next 5 days.
Called again on 16th Feb and was told there had been some delays with the warehouse relocation and the replacement drive would be dispatched as a priority.
Now its 1st March and still nothing.
The drive is the boot drive for a home PC used by my family so it is quite frustrating that I have 2 kids requiring PC access for their school coursework and this has not been possible for almost 2 Months now.
If the warehouse move story is a genuine one then you can understand a delay for shipping a pre-approved replacement drive of 4 or 5 days, but not in excess of a Month.
5 days has passed since filling and submitting that form. Unfortunately again no response.
I also escalated my RMA ticket into a complaint, and no response there either.
Another kicker, at exactly the same time my RMA got approved (I was impressed with the service at that time), my company needed to order some M.2 SSDs and I recommended SN850Xs which they subsequently purchased. Coming to regret that now.
What a mess !
WD aquired Sandisk in May 2016 !!!, and now they planned to migrate sandisk support on 14th of March 2023 to WD platform. May be it will help us or it will be next disaster. i decided to backup all my RMA history I liked Sandisk for years because of they quality. This RMA is a first time. Eg Seagate replaced HDD in two weeks for me
So my story is very similar. RMA opened 27th November 2022 !!. Lots of emails from my site, 3 or 4 phonecalls. The last i was informed that Sandisk CZ has problems with shipment, but soon i should receive the replacement. 2nd March i received email that everything is approved and ill be informed about exact shipment date and outbound tracking number. Till today nothing happened. From my perspective this is not proffessional to give RS2000 advice to contact SD Technical Support team for best assistance !!!
I contacted support again (Europe) to formalise my complaint and request escalation.
I was litereally told nothing could be done and that my RMA is (still) classified as high priority and all I can do is keep waiting.
They could not give any timeframe as to when the replacement drive will be dispatched.
Therefore I have had to buckle and purchase a new SSD because having no home PC for this length of time is impacting my kids’ learning. (SSD was the boot drive). So now I am out of pocket for 2x SSDs.
Furthermore, I also needed a larger HDD and previously would only ever have considered WD (previous WD Black still going strong at 47,000 hours) but this time have bought myself a 16TB ironwolf pro.
I am quite saddened about this because I have always used Sandisk and WD hardware both at home and for my Company.
I’ve been in a similar situstion since the end if November.
I also escalated my request into a complaint about 2 weeks ago and was told my complaint would be logged into my ticket but haven’t had any further response.
This is really poor customer service. 4 plus months is not a reasonable time frame for a warranty return.
I previously had a good impression of this brand but sadly the warranty sidd has let the brand down.