my proof, read from bottom up:
they said thery would replace my card then said its refurbished then said they would send my old card back then said they waould replace it then said they found my card then said it would be returned. ive been waiting a month so far. there is a good chance i will never buy a sandisk product ever again.
Chat Transcript Ellie Dhanjal via Chat 12/03/2012 07:59 AM
Engagement Participant Entered
Ellie Dhanjal: I will assist you with that.
Jerry Fitch: ok
Ellie Dhanjal: As per the latest update on your case we were able to retrieve your device for return to you. Please allow 3-4 business days for update of tracking information
Jerry Fitch: for the record i think your company is taking way too long, i sent a hitachi hdd back the same day as this card and i have the replacement hdd
Ellie Dhanjal: We apologize for the inconvenience caused to you.
Ellie Dhanjal: We request you please allow us 3-4 business days for shipment.
Jerry Fitch: also if you ppl delay any longer i cannot get a refund on this defective card, and your apologies wont get my money back
Ellie Dhanjal: Jerry, As I have mentioned above we will post you all the updates via email.
Ellie Dhanjal: Have I explained the next steps needed to resolve this issue clearly to you?
Ellie Dhanjal: Are you still with me, Jerry?
Engagement Participant Entered
Jerry Fitch: ok
Ellie Dhanjal: I will assist you with that.
Ellie Dhanjal: We sincerely apologize for the inconvenience this delay has caused you.
Ellie Dhanjal: As there was no update on case we are re forwarding the case to our shipping department and We request you to please allow us 24 to 48 business hours and we will post the updates to you via email.
Jerry Fitch: unfortuantly since your company lied to me then delayed the return of my card i probably cannot get a refund now
Ellie Dhanjal: Jerry, we only do even exchange of the product.
Ellie Dhanjal: We are forwarding the case on priority basis to ensure that the product gets shipped out as soon as possible.
Jerry Fitch: well its a priority for me because if i dont get it back im out $50
Ellie Dhanjal: Jerry, we apologize for the inconvenience caused to you.
Ellie Dhanjal: Please allow us sometime and we will post you all the update via email.
Jerry Fitch: also i was seeking a refund from the seller not from sandisk after sandisk siad they would replace and then told me they would not replace it, so are they replacing it or not?
Ellie Dhanjal: Jerry, we are replacing your defective unit with brand new product.
Jerry Fitch: ok
Ellie Dhanjal: We request you please allow us sometime.
Ellie Dhanjal: Do you have any questions in regards to what we spoke about today?
Jerry Fitch: no
Ellie Dhanjal: We appreciate your understanding and co-operation.
Ellie Dhanjal:
Is there anything else I may assist you with, Jerry?
Jerry Fitch: no
Engagement Participant Entered
Jerry Fitch: ok
Vince Agarwal: How can I help you today?
Jerry Fitch: i wanted to know if my card has been mailed back yet
Vince Agarwal: Jerry, Your defected card is not been shipped yet.
Vince Agarwal: I will escalate the case to our headquarter in order to ship you the card back.
Jerry Fitch: ok i need the card back to get a refund for it since apparently the seller tricked me
Vince Agarwal: The reference Id for this call will remain the same : 1217873
Vince Agarwal: Sure we will escalate the case to the headquarter.
Jerry Fitch: i only have till the 30th to get it back and sens it back to them
Jerry Fitch: send*
Vince Agarwal: Sure we will send the card ASAP.
Jerry Fitch: i wish id known it was refurbished before i sent it to you guys
Jerry Fitch: ok, are you going to send an email when its shipped?
Vince Agarwal: YEs
Vince Agarwal:
Is there anything else I may assist you with, Jerry?
Jerry Fitch: no
Vince Agarwal: Great
Vince Agarwal:
Thank you for contacting SanDisk, and you have a great day, Jerry.
Chat Transcript Vince A. via Chat 11/13/2012 04:05 PM
Engagement Participant Entered
Jerry Fitch: yeah, sandisk approved my rma request and now sent me an email saying there not going to do it
Jerry Fitch: Jerry, We received the product that you returned to SanDisk for warranty replacement under RMA RX569779. There is a discrepancy between the information provided during the technical support call and the product that you returned for replacement, the card returned is Refurbished as discovered upon receiving and processing during inspection. We would recommend returning to your place of purchase for their warranty coverage. SanDisk, Inc. does not warranty refurbished products so we will return your card; please advise by 11/19/12 if you would like this returned to you if not we will destroy. Regards,SanDisk Corporation
Jerry Fitch: there is no discrepancy i gave them all the info that was asked for. it is not a refurbished card as they claim i bought it new at walmart
Vince Agarwal: Jerry, If you want we can send you the pictures of the player that you have sent.
Jerry Fitch: its an sd card not a player
Jerry Fitch: yes send the pictures
Vince Agarwal: Just allow me some time I will be sending you the pictures right after this chat.
Jerry Fitch: if you got a player you have the wrong package, i sent an ds card
Jerry Fitch: sd*
Vince Agarwal: I am soory its the card
Jerry Fitch: so whats the problem then?
Vince Agarwal: I will send you the pictures of your card right after this chat
Vince Agarwal:
Is there anything else I may assist you with, Jerry?
Jerry Fitch: yes i want my dam card replaced
Vince Agarwal: Sorry Jerry, As per the San disk policy we never provide replacement in refurbished products.
Vince Agarwal: I am sending you the pictures right now
Jerry Fitch: how can it be refurbished if i bought it from walmart?
Vince Agarwal: Please refresh your email account I have sent you the picture of the back of the card where it shows that the product is refurbished.
Jerry Fitch: so what? the r means refurbished?
Vince Agarwal: Yes
Jerry Fitch: so your saying walmart cheated me then?
Vince Agarwal: MAy be
Vince Agarwal: But the product which you have sent that’s not a brand new one its a refurbished one.
Jerry Fitch: and your company refuses to make it right when its obviously a card it fixed
Vince Agarwal: Yes
Jerry Fitch: it is the one i bought from walmart, i always avoid products marked as refurbished because they are inferior
Jerry Fitch: this card was not sold as refurbished and i did not expect a refurbished product, you understand what im saying?
Vince Agarwal: Well Jerry, the best what we can do is we will ship you the defected card that you have sent and you can take it to walmart.
Jerry Fitch: which does me no good since their warrenty has expired
Vince Agarwal: Well Jerry you can claim in walmart for the wrong product they have sold to you.
Jerry Fitch: i didnt save the reciept eithier
Vince Agarwal: Well Jerry sorry to say we cannot replace the card
Jerry Fitch: on the record i just want to say this policy is not customer friendly and should be revised
Vince Agarwal: Well sir we would love to help you but at the same time we cannot make any amendments in the policy.
Vince Agarwal:
Is there anything else I may assist you with, Jerry?
Jerry Fitch: also sandisks refusal to replace the card is going to get them some bad reveiws on the internet and off.
Jerry Fitch: yes send my garbage card back
Vince Agarwal: Well Jerry we really apologize
Jerry Fitch: i know you are sorry but your bosses arent
Jerry Fitch: and please send my defective mislabled sd card back to me
Vince Agarwal: Sure we will be sending you the defected card back
Vince Agarwal:
Is there anything else I may assist you with, Jerry?
Jerry Fitch: can you give me the sandisk CEO’s email so i can complain?
Vince Agarwal: We donot have that information available
Vince Agarwal: The best I can do is I will escalate the case to one of the next level agent and he will call you back within 5 minutes.
Jerry Fitch: what is the likelhood my card will get replaced if you do that?
Vince Agarwal: We can not assure
Jerry Fitch: is it even possible?
Jerry Fitch: send it to the next guy ive got nothing to lose
Vince Agarwal: Jerry, As i have already informed you earlier that we can not assure.
Jerry Fitch: i thank you for trying anyway
Vince Agarwal: Alright The next level agent will call you back within 5 minutes.
Vince Agarwal:
Thank you for contacting SanDisk, and you have a great day, Jerry.
Response Vince A. via Email 11/13/2012 03:36 PM
Jerry,
We received the product that you returned to SanDisk for warranty replacement under RMA RX569779. There is a discrepancy between the information provided during the technical support call and the product that you returned for replacement, the card returned is Refurbished as discovered upon receiving and processing during inspection. We would recommend returning to your place of purchase for their warranty coverage.
SanDisk, Inc. does not warranty refurbished products so we will return your card; please advise by 11/19/12 if you would like this returned to you if not we will destroy.
Regards,
SanDisk Corporation
Chat Transcript Elvin Hussain via Chat 11/13/2012 01:40 PM
Engagement Participant Entered
jerry fitch: ok
Elvin Hussain: Jerry,l if I am correct you want to check the RMA status?
jerry fitch: yes
jerry fitch: rma RX569779
Elvin Hussain: Please allow me some time while I will check with my resources.
jerry fitch: ok
Elvin Hussain: Jerry, we have received your defective device on 11/12/12012 and once we receive the defective devices we take 7-10 business days for processing then we ship the replacement to the customers.
Elvin Hussain: Also keep a regular check with your email account with the junk and spam mail folders for the further updates.
jerry fitch: can you fix my sandisk account so i can check the rma online?
Elvin Hussain: Please allow me a moment.
Elvin Hussain: Jerry, I have sent you an email with the link to reset the password please check if you have received it?
jerry fitch: yes i have it
jerry fitch: its working now thanks
Elvin Hussain: You are welcome.
Elvin Hussain: Do you have any other question regarding the conversation we have today?
jerry fitch: no
Elvin Hussain: Your case Id will remain same for your future reference and that is : 1217873
Elvin Hussain: Jerry, is there any thing else I may help you with?
jerry fitch: no im good now
Elvin Hussain:
Thank you for contacting SanDisk, and you have a great day, Jerry.
jerry fitch: thanks you too
Chat Transcript Vince A. via Chat 11/07/2012 07:08 PM
Engagement Participant Entered
jerry fitch: ok
Jane Dixit: Please tell me what is written on the face of the card?
jerry fitch: sandisk ultra 32gb class 6
Jane Dixit: Is the card not being recognized or does it give you any error message?
jerry fitch: it will not retain any files
jerry fitch: you copy them then when you try to read them they are corrupted
Jane Dixit: Where do you copy the files from and where do you try to view them?
jerry fitch: on the computer
Jane Dixit: Does it work on the camera?
jerry fitch: the last person i talked too had me run a hp disk storage format tool
jerry fitch: i was going to use it in a toshiba thrive tablet
jerry fitch: and no the files are corrupted on that too
jerry fitch: im about ready to ht this card with a hammer
Jane Dixit: Where did you download these pictures from?
Jane Dixit: I apologize for the inconvenience caused to you.
jerry fitch: its not pictures its stuff you would put on a tablet like apps and ebooks
Jane Dixit: Ok. Is there any other card that you tried to transfer the files on?
jerry fitch: i have a 4 gb san disk that works flawlessly
jerry fitch: its just too small
Jane Dixit: I understand.
Jane Dixit: Please tell me is the card being used for the first time?
jerry fitch: yes
Jane Dixit: As you have already tried formatting the card through the HP tool and still facing the same issue in that case I can replace the card for you and you should not face any issues again with the new card.
jerry fitch: ok
Jane Dixit: Please provide the following information to register your product with us for the replacement: 1. Your Phone Number2. The Product code (Alpha Numeric Code ) which is at the back of the Card3. Your complete physical address ( No P.O. Box please )4. From where did you purchase this product?5. Exact or approximate Date of Purchase of the card in the format of MM/DD/YYYY6. How was the product packaged at the time of purchase?7. Are you getting the product replaced for the first time by SanDisk?8. Do you have any important data on the product?
jerry fitch: _______________
jerry fitch: is there a form or i just type it here?
Jane Dixit: You can type the information here itself.
jerry fitch: code:bm1203321933g
jerry fitch: Address: _________________________
jerry fitch: purchased from walmart on 10/16/12 i think
jerry fitch: packaged in a blister thing
jerry fitch: 7, yes 8. no
Jane Dixit: Thank you for all the information.
jerry fitch: ok
Jane Dixit: Now for an immediate approval I can transfer your chat to the replacement department.
Jane Dixit: Would there be anything else apart from transferring your chat ?
jerry fitch: what exaclt does that mean?
jerry fitch: exactly*
Jane Dixit: We have a separate department that is RMA (Return Merchandise Authorization Department) who approves the replacement request.
jerry fitch: ok i guess you can send me there then
Jane Dixit: Please allow me a minute while I transfer your chat.
Engagement Participant Entered
jerry fitch: ok
Vince Agarwal: As you have been transferred for the immediate approval of the RMA so please allow me some time while I review the RMA request.
Vince Agarwal: In the meanwhile, I would request you to login to your email account and check if you have received any emails from SanDisk.
Vince Agarwal: As you have been transferred for the immediate RMA approval, please disregard the email that asks you to wait for 2 working days for the RMA to be approved.
Vince Agarwal: Let me explain the SanDisk RMA procedure.
Vince Agarwal: Once the RMA is approved you will receive two emails. The first email will have the Return Instructions with the RMA# mentioned in it. The second email will have a link to get a prepaid UPS Shipping label.
Vince Agarwal: So, in order to process your RMA and create a prepaid UPS shipping label for your use we will need to share your name and address with our shipping provider. Do you agree to this?
jerry fitch: yes
Vince Agarwal: Thank You Jerry.
Vince Agarwal: After you print the label you are required to put the product in a padded envelope without any accessories, tape the label on top of it and take it to any UPS drop box or store.
Vince Agarwal: You can also use a UPS envelope available at most of the drop boxes and UPS Stores. When we receive the product it takes 7 – 10 business days for processing and then we will ship the replacement.
Vince Agarwal: Also make sure to print the UPS return label within 10 days as the link to retrieve the label will expire after that.
Vince Agarwal: I have approved the RMA for replacement of your defective product.
Vince Agarwal: Your RMA number is .: RX569779
Vince Agarwal: Have I explained the next steps needed to resolve this issue clearly to you?
Vince Agarwal:
Is there anything else I may assist you with, Jerry?
jerry fitch: yeah i can print this right?
Vince Agarwal: Yes
Vince Agarwal:
Is there anything else I may assist you with, Jerry?
Vince Agarwal: Great
Vince Agarwal:
Is there anything else I may assist you with, Jerry?
jerry fitch: it doesnt print it all
Vince Agarwal: You will ne receiving the label ina while
Vince Agarwal: I will adviuce you to wait
Vince Agarwal:
Is there anything else I may assist you with, Jerry?
jerry fitch: i guess not
Vince Agarwal: Great
