Outstanding Sandisk Support

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networkn

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# 116581 3-May-2013 10:21

One person supports this post

I thought I'd share that I have just an what I consider to be exemplary support from Sandisk from whom I bought a 64GB SDXC Card for my S3 about 5 months ago when I was in the US from BUY.COM.

I emailed them at 11:40pm to lodge a troubleshooting ticket as my card won't stay mounted. I enquired if I would have to return the card to the point of purchase (Which when I purchase I understood was likely).

3 Hours later I got a polite and helpful response offering to replace the card, and assuring me they would ship me a forward replacement and no return of the old card was required.

I am very impressed indeed.

ajobbins

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# 810658 3-May-2013 10:26

I love this kind of service. Not only is it good for you, it's good for them.

The cost of dealing with a faulty card, that probably only costs them a few bucks to make would likley be more than just sending you a new one, so it's a win-win.

Had a similar sort of things a couple of years ago with a faulty Kindle. Amazon just said, put it in the bin and we'll priority ship you a new one. About 24 hours later I had the replacement in my hand all the way from the US.

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networkn

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# 810661 3-May-2013 10:29

ajobbins: I love this kind of service. Not only is it good for you, it's good for them.

The cost of dealing with a faulty card, that probably only costs them a few bucks to make would likley be more than just sending you a new one, so it's a win-win.

Had a similar sort of things a couple of years ago with a faulty Kindle. Amazon just said, put it in the bin and we'll priority ship you a new one. About 24 hours later I had the replacement in my hand all the way from the US.

Yup I've had great support from Amazon as well. Recently I contacted them on behalf of my nephew who said he had knelt on his kindle damaging the screen a little. I jumped into chat with them asking for a repair agent, they offered to replace it for a shipping charge of $25. Not only that he got a later version than he had. He is a Amazon kid for life, as am I.

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# 810670 3-May-2013 10:39

ajobbins: I love this kind of service. Not only is it good for you, it's good for them.

The cost of dealing with a faulty card, that probably only costs them a few bucks to make would likley be more than just sending you a new one, so it's a win-win.

I had a similar experience many years ago (the memory was much smaller) when Sandisk was not so well known here. I got the best price-performance when I bought it and when it developed a fault the replacement arrived the next morning.

networkn

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# 816505 13-May-2013 09:19

Hmm well it's still ongoing. What appeared to be stellar has ended up being a little long winded. The shipping is the weirdest.. Get this tracking info...

Botany, Australia 05/12/2013 4:02 P.M. Arrival Scan
Honolulu, HI, United States 05/11/2013 9:47 A.M. Departure Scan
05/11/2013 7:28 A.M. Arrival Scan
Louisville, KY, United States 05/11/2013 4:52 A.M. Departure Scan
Auckland, New Zealand 05/11/2013 2:12 P.M. Package data processed by brokerage. Waiting for clearance. / Released by Clearing Agency. Now in-transit
05/11/2013 11:16 A.M. Package data processed by brokerage. Waiting for clearance.
Oak Creek, WI, United States 05/09/2013 10:37 P.M. Arrival Scan
Sturtevant, WI, United States 05/09/2013 9:17 P.M. Departure Scan
05/09/2013 9:05 P.M. Origin Scan
United States 05/09/2013 7:22 P.M. Order Processed: Ready for UPS

trig42

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# 816517 13-May-2013 09:51

networkn: Hmm well it's still ongoing. What appeared to be stellar has ended up being a little long winded. The shipping is the weirdest.. Get this tracking info...

Botany, Australia 05/12/2013 4:02 P.M. Arrival Scan
Honolulu, HI, United States 05/11/2013 9:47 A.M. Departure Scan
05/11/2013 7:28 A.M. Arrival Scan
Louisville, KY, United States 05/11/2013 4:52 A.M. Departure Scan
Auckland, New Zealand 05/11/2013 2:12 P.M. Package data processed by brokerage. Waiting for clearance. / Released by Clearing Agency. Now in-transit
05/11/2013 11:16 A.M. Package data processed by brokerage. Waiting for clearance.
Oak Creek, WI, United States 05/09/2013 10:37 P.M. Arrival Scan
Sturtevant, WI, United States 05/09/2013 9:17 P.M. Departure Scan
05/09/2013 9:05 P.M. Origin Scan
United States 05/09/2013 7:22 P.M. Order Processed: Ready for UPS

Huh?

So it got to NZ, then left the US again?
Something odd there.

I'd say you will get it today or tomorrow, it can take longer for the local couriers to get it to you than for it to get here from the US.

networkn

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# 816521 13-May-2013 09:55

I presume the tracking is incorrect, and it's in NZ, I expect delivery before Wednesday.

freitasm

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# 816528 13-May-2013 10:06

I had Palm devices since the Pilot 1000 (made by US Robotics back in 97... When my Pilot V died (around 99) I contacted Palm and they sent me a replacement from Singapore, no questions asked.

After that and over the years the only company to give this kind of support was Amazon. Twice I asked about a book not arriving (yes, in the early 2000s you'd buy paperbacks!) and twice they sent me a replacement, no questions asked. When I notified them the first book had arrived just after the replacement, their support just told me to gift to someone. And this kind of attitude has been their service strength.

These days with electronics having small margins we aren't seeing this kind of behaviour (mainly from retailers). If we didn't have the CGA in New Zealand I guess we'd have a lot less satisfaction around and a lot more complaining.

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networkn

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# 816530 13-May-2013 10:08

freitasm: I had Palm devices since the Pilot 1000 (made by US Robotics back in 97... When my Pilot V died (around 99) I contacted Palm and they sent me a replacement from Singapore, no questions asked.

After that and over the years the only company to give this kind of support was Amazon. Twice I asked about a book not arriving (yes, in the early 2000s you'd buy paperbacks!) and twice they sent me a replacement, no questions asked. When I notified them the first book had arrived just after the replacement, their support just told me to gift to someone. And this kind of attitude has been their service strength.

These days with electronics having small margins we aren't seeing this kind of behaviour (mainly from retailers). If we didn't have the CGA in New Zealand I guess we'd have a lot less satisfaction around and a lot more complaining.

Yup Amazon would be the best I've ever come across. I recently had my nephew in tears as he knelt on his Kindle and part of the screen was broken. I chatted with them asking for a repair agent, and they sent him a replacement unit free of charge. Unbelievable.

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# 816531 13-May-2013 10:11

The NZ date in the middle is a brokerage/customs pre clearance by the NZ agent.

nzkiwiman

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# 816590 13-May-2013 11:10

Maybe I should have contacted Sandisk when my 4GB Extreme III card lost the lock nub resulting in a locked card. I spoke to the reseller who told me it would not be covered by warranty.

networkn

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# 816593 13-May-2013 11:11

sbiddle: The NZ date in the middle is a brokerage/customs pre clearance by the NZ agent.

Didn't think of that. Seems obvious now :)

Thanks.

Behodar

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# 816653 13-May-2013 12:27

freitasm: After that and over the years the only company to give this kind of support was Amazon. Twice I asked about a book not arriving (yes, in the early 2000s you'd buy paperbacks!) and twice they sent me a replacement, no questions asked. When I notified them the first book had arrived just after the replacement, their support just told me to gift to someone. And this kind of attitude has been their service strength.

Yup, Amazon is excellent. I bought a TV series box set and it arrived with scratched disks. I contacted Amazon and they immediately sent a new set. They did ask for the defective set back but they paid for the return postage. Once they received the defective set, they gave me a $50 gift certificate for my trouble.