I had the same issue on my 2GB clip. Every thing “worked”, just not screen of any kind. My unit was less than 1 month old, had never been wet, never been dropped, it jsut stopped working.
I contacted Sandisk support, and they took me through steps to prove what I already knew, and they finally came to the same conclusion I had; the unit was broken.
They issued me RMA #:RX404758 to return the unit as well as a UPS return label. So far, so good.
They recieved my return on August 31st, (I called to make sure it had arrived a few days after the 31st since I had no tracking number for the return label due to my not writing it down from the printed label) and said it would take 7-10 business days for them to process my replacement at which time I would recieve an email notification of the retrun shipment and tracking number.
I called a week ago to see where it stood since it had been about 14 business days in their hands, and they “escalated” the RMA and promised me an email regarding its status within 48 hours. Never happened.
Well, here it is September 25th, literally one month after calling them when this all began, and nothing is on its way yet that can be proved. I called them today for the second time to check into it, he had to call me back after he “checked into some things” and when he called back now my replacement has myseriously been shipped yesterday and is promised to arrive at my home on Monday the 28th. I am not holding my breath on this, but I have hopes. They weren’t able to provide me with tracking information, so I am assuming they “might” be shipping it overnight today since I called and unhappily complained.
So the moral of this story is they will honor their warranties I suppose, just don’t get too excited when they promise you something. However, if you stay on top of it you might get your replacement.
Update 9-28: I logged into My Sandisk and checked the status of my incident and it saw that it had been updated 2 1/2 hours or so after my call. It now shows that the replacement “shipped” on 9-25. Notice above, where I had been told it shipped “Yesterday” which would have been 9-24. The update gave me a tracking number, and the details of the shipment from UPS show that it actually left their location this morning 9-28 and is due for delivery on the 30th from.
So I was blatantly lied to by the customer support representative I spoke with regarding shipping dates etc. Maybe he thought I fell off of a turnip truck something, but I would rather he had been honest with me and told me the truth about when it “would” ship, and not have lied to me saying it already had. _ Sandisk, this is NOT the proper way to deal with a customer. _
Apparently they work on the squeaky wheel method, so stay on top of your RMA status and call them back when if/when their promises fall short.
Message Edited by mjinks on 09-25-2009 10:07 AM
Message Edited by mjinks on 09-28-2009 11:53 AM