Customer Service

I just had to write a short note about the customer service from Sandisk.  It is GREAT.  I only had my Sansa Clip for a week when it quit working, and none of the tips I read on this forum could bring it back to life. 

So I called their toll-free number; they asked me to send it back; and three days later I had a brand new red Clip in my hands.

It’s so easy to complain about bad customer service, because let’s face it…we run into it every day.  I can’t begin to tell you how difficult it was to deal with Dell a couple years ago. 

So on those rare occasions when a company really seems to care about its customers, even over an inexpensive mp3 player…I just wanted to thank them here.

Awesome post regarding CS from Sandisk.

Regarding customer service, it is true you only hear the bad, because when something bad happens, everyone’s incentive is to spread the word its bad, but when something good happens its rare that that positive feedback gets spread because we expect good to be the norm for us. hence, we’re left with a bunch of bad reviews, possibly some good reviews, and rarely anything in between.

Thanks for adding to the good!

I second the above message. Customer service is terrific.  I have delt with many big company’s, over my 20 years in the computer industry.  You don’t find service like this.  San Disk is clearly the best that I have seen.

It is not believable that you got your clip+ back in 3 days so either you are lying or you work for Sandisk.  I have had the most frustrating experience with their customer service and will never recommend their products based on their customer service.  My clip+ stopped working and I called customer service.  The tech walked me through 45 minutes of troubleshooting, some of which didn’t make sense, only to determine that it may be replaced.  Product still in warranty and he’s giving me grief.  Finally I get the RMA#, return, and wait, and wait, and wait.  Now get email on 7/27 saying ship date of 7/26.  Its now 8/4 and no return.  Call customer service and am told that its in their warehouse and they don’t know why not shipped.  So I’m still waiting! 

So don’t get on here lying about 3 days.  You’ve got to return your device before they will compensate you and that takes time because they send shipping label at their leisure and then when they receive product, they ship out replacement!

Do you realize that the person you’re attacking hasn’t even been here in over three YEARS?

Click a user’s name, and you can see when they joined, when they last logged in, and all their most recent posts.

@vm1 wrote:

It is not believable that you got your clip+ back in 3 days so either you are lying or you work for Sandisk. 

 

 

  1. As the original post was over 3 years ago, the product in question would have been a Clip, not a Clip+.
  2. No, the OP did not work for SanDisk.
  3. Depending on where you live yes, 3 days is possible. Probably after Sandisk receives the defective unit (which the OP did not specify), and it’s unusually fast, but it is possible.
  4. Unfortunately not everyone’s experience is the same, but ranting on a user’s forum and calling someone who hasn’t been here in 3 years a liar is not very productive nor is it going to help you get your replacement any faster.

 

Isn’t the Internet just a great thing? :wink:

@miikerman wrote:
Isn’t the Internet just a great thing? :wink:

@gwk1967 wrote:

Do you realize that the person you’re attacking hasn’t even been here in over three YEARS?

 

Click a user’s name, and you can see when they joined, when they last logged in, and all their most recent posts.

This just highlights that what a person puts out on the internet stays on the internet. 

@marvin_martian wrote:


@miikerman wrote:
Isn’t the Internet just a great thing? :wink:


That dog is either surfing the net or he’s licking the screen!  :smileyvery-happy: Get out the hankies quick and watch out for the drool!

                    

Sorry, I couldn’t resist.  :smileyvery-happy:

@mags1230 wrote:


@marvin_martian wrote:


@miikerman wrote:
Isn’t the Internet just a great thing? :wink:



That dog is either surfing the net or he’s licking the screen!  :smileyvery-happy: Get out the hankies quick and watch out for the drool!

 

 

                    

 

 

Sorry, I couldn’t resist.  :smileyvery-happy:

 

Maybe he watching poochie porn?

Isn’t it amazing how threads get off-topic for no apparant reason? :stuck_out_tongue:

I hope that the pooch in the above photo got a big doggie treat for posing like that … :wink:

@miikerman wrote:
I hope that the pooch in the above photo got a big doggie treat for posing like that … :wink:

Throwing a dawg a bone! :smileyvery-happy:

My comment is about customer service, not the product.  Perhaps you missed that.  I still say their customer service is poor and have valid experience to support my claim as I still haven’t received my replacement as of today.

Who cares when they joined or how long ago the post was created, the point is that 3 days isn’t credible.

3 days doesn’t surprise me. But sometimes things just fall through the cracks–unfortunately, your case got that prize . . . . Am sorry to hear it but, unfortunately, things just sometimes happen (and then I vow never to deal with matters over the Internet again, and only to do brick-and-morter stores). I hope your player arrives any day now. if not, there’s that great tollfree number to call the folks at SanDisk back on. (A pain, but still.)

Sorry to hear there has been a delay in shipping your replacement Clip+.  This is more the exception than the norm.  Warehouse reorganizations happen from time to time, they should have it sorted out shortly for you.

Did you register your device with SanDisk?  If so, you can track your status online.  In any case, especially if you have a case number handy, you can call 1-866-SanDisk for status updates.

Over the years, replacement devices and support have been handledthrough different locations, so the time can vary a bit.  I have had a replacement device in about five days after running through the system.  Shipping from my end to SanDisk took two days.

Bob  :smiley:

Neutron Bob,

I had hope at one point but now that has been dashed to bits on the rocks of BS.  I received emails re: shipment of replacement, promises of early delivery, tracking numbers and guess what?!  They sent my replacement to someone on the other side of the country.   I know because the tracking number shows the address and the name of recipient. 

I call customer service at the handy number and the rep asks do I live in another state! It seems no one at sandisk can read an address which they have on file.

The rep in New Dehli explains that they made a mistake…really! I hadn’t noticed (dripping sarcasm)!

Now Santosh (manager of call center) says he promises receipt of product by this Friday. Frankly, I doubt it.  This company does not care about customer service, timeliness, or accountability.  So excuse me if I have a valid reason to be totally pissed off!!!

SanDisk Guru???   As if the truth of a statement has anything to do with time.  People seek help and truth—THEY DON’T CARE HOW OLD THE HELP IS.    I also made a statement once and was immediately informed by another quack guru who said I was talking about a product that was two years old.  SO WHAT.  As if everybody buys the newest version as soon as it comes out, and ONLY THEN are comments applicable.  How about this timeless statement:   People Suck, especially sandisks critics.   That will be true in ten years so don’t delete it or quack about how old the comment is.  quack quack quack 

And the purpose for your post?