What you fail to mention is future sales. For every dissatisfied customer, there are missed opportunities going forward. And, for every dissatisifed customer there are at least an equal number who will be hesitant (joe tells sam who tells tom about the experience).
Given SanDisks lack of fessing up and replacing with a device that does not have the inherent problems that this one has, I think the problem is more widespread than you may think. My replacement has the same problems as my original - and I’m not the only one to find this to be true.
Personally I don’t think they care because players only represent about 10% of the business. If they cared about growing the business, they would treat this differently. BTW, there is no need to do a blanket recall, simply provide a choice for replacement (Clip or C200 etc.) for anyone contacting them due to the various systemic faults of the Express.
Theres no way to account to for future sales. My experience with corporte enviroments is that if the numbers arent on paper, it doesn’t make a difference. There is no way to reasonably forecast each and every disatisfied customer who purchased the player and will not buy a product from SanDisk again. But they can account for the players that were purchased and sold; and in that area, they are #2 in the market.
For the record, I agree that future sales is something that should be weighed more heavily. But what is any company going to do about it? Ask every tech to make a note when a person says they will never buy a sandisk product again? Even then, it wouldn’t mean anything, I, myself, have said that a couple times. Only to turn around and see the comapny make a product I want even more (so I buy it).
And in regards to the recall, (from a business standpoint) why replace it with a clip or a c200 when there is a stock of express’s to replace them with. Regardless of past issues.
I wouldn’t expect them to offer to lose money on something like that, without me (the user) having it at least replaced 1 (heck, maybe even 2) times. Most people dont even bother taking it that far and just eat the loss.
Again, just my 2 cents. based on my experience with replacements.
On a positive note, my friends Rockband guitar had a bum strum. He sent it to EA to have it replaced, only to have to wait weeks up weeks. After not giving up on his guitar and explaining the situation to the right people, he ended up getting 2 guitars back in the mail. Hooray!
Message Edited by Enigma on 02-26-2008 08:36 AM