Well, I guess I can now see why they never respond to any Support Question until they just have to at Sandisk. After three months, and after I FAXed SanDisk a sales receipt from Buy.com that said the item was “New”, and even though the box the item cam in had a SanDisk sheet that said it had a year warranty on the product, they finally three months later sent me this notice saying “SanDisk wins… and customer Loses”.
If you have any suggestions on how I can get a new product, please let me know. The item I bought was definately marked “New” and says such on my receipt.
In case SanDisk will not do anything for me, hopefully this posting will at least save some other poor soul three months of aggrivation, and also from getting ripped off with a SanDisk product:
02/29/2008 05:29 pm
Dear “My Name Removed For Confidential Reasons”,
Thank you for contacting SanDisk RMA Support. We have received your faxed proof of purchase. Upon researching your case, we have discovered that your product was sold White-Boxed. White-Boxed products may be refurbished or repackaged products that are removed from original retail packaging.
Unfortunately, SanDisk Product warranty only covers Retail packaged products, and we will be unable to replace your product at this time. To further assist you, we strongly recommend speaking to your place of purchase, especially if any warranty is given or implied. We thank you for your interest in SanDisk and apologize for the inconvenience.
SanDisk RMA Support
— End of their “Best Regards Reply”
This is the 2nd time I have this issue come up. Im going to look into it because it should not continue this way.
The dilemma you are running into stems from the fact that the player you received came in a white box. As far as I know, any new product that is sent from SanDisk to its retailer is sealed in a clamshell plastic. There is no reason (as far as I can tell) that these packages should be in white boxes when the user receives it. This leads our support team to believe that the package was opened and possibly tampered with, thus voiding the warranty.
If your receipt marks the package as new, I suggest reiterating that fact in a response through the ebox system while I dive into it further.
If the player you received had been in its original packaging, it would have been replaced without question. If possible, contact Buy.com and ask why the player was sent in a white box as opposed to its original packaging. I will be doing the same.
You do not, by any means, have to do what is suggested. It is my attempt to try to get this sorted out for you and for future users who contact support.
In regards to the three months time-frame, you were first originally contacted on 2/22/08. You were notified of the RMA discrepency as of 2/29/08.
I realize you had made a post on the forum as of Januarary; unfortunately, the forum is not a source to begin your technical support inquiry. Upon letting me know that you did not recieve a response, and your request,I arranged for you were contacted on 2/22/08.
I understand what your going through, and I am more then happy to try to figure out what it is that is going on. But I would like to let the rest of the users know that our support team should be responding within 1-2 business days.
If we do not recieve an email on your behalf in our system, or we do not get it for any reason (wrong email address for example), there is no way for us to know that assistance is needed. At that point, If you continue to send emails and fail to get an answer, I am more then happy to arrange for users to be contacted if need be; as I have done in this scenario.
Message Edited by MrSmileyFace on 03-07-2008 02:53 PM