Privacy concerns on returning faulty microSDXC

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dpw

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#166083 2-Mar-2015 12:23

Please excuse the choice of forum, to be honest I couldn't pick a forum from the list that would suit this topic. If I have missed it then my apologies and can a moderator please move it to that appropriate forum.

I have a faulty 64GB card that has gone read-only. It is a Sandisk card and still covered under warranty. I have tried numerous formatting utilities and could not wipe the material on it. I purchased it from Ascent and they have issued an RMA number. I told them I am not happy with sending the card back as it is because it contains private material, but offered to cut it to pieces and return the pieces.

So far I have been told that I have to return the faulty item, and causing physical damage to the card prior to return would void the warranty. I have asked if there are absolutely no provisions made on this matter regarding personal privacy, and also if this policy is that of Ascent's, Ascent's supplier, or Sandisk's. I am still awaiting their reply.

Has anyone dealt with this sort of issue? I'd also love to hear your thoughts on this matter, especially those of you experienced in legal matters.

D.

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#1249369 2-Mar-2015 12:29

Good point. If the data can be read off it, but not removed or overwritten, then there are fewer guarantees that it wont end up in the wrong hands. (I say fewer, because even if it was 'unreadable' there may be a way to get at it, but the fact it is just sitting there means anyone can take a look once it is out of your hands).

I'd say the only way to guarantee no one see what is on there, is to suck it up, destroy the card and take it as a loss. Even if they tell you your stuff won't be seen, do you believe them?

ahmad

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#1249377 2-Mar-2015 12:35

Just wipe all the data off before sending it back

RunningMan

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#1249392 2-Mar-2015 12:42

ahmad: Just wipe all the data off before sending it back

Ahh, I think that's the reason it's being sent back - you can't write to it ;-)

dpw

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#1249395 2-Mar-2015 12:44

RunningMan:
ahmad: Just wipe all the data off before sending it back

Ahh, I think that's the reason it's being sent back - you can't write to it ;-)

Bingo!

However, if a hardware/electronic/forensic guru has a suggestion I'd dearly love to wipe it and send the darn thing back! Feel free to shower me with your astounding suggestions!

The only suggestion so far has been "Suck it up, petal!"

Android user, software developer, a semi-typical (not a gamer) geek, and a Bernese Mountain Dog nut!

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xpd

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#1249399 2-Mar-2015 12:47

Contact SanDisk directly with your concerns - they may just say destroy it and they'll get another out to you. There are companies out there who do care..and some who dont. Worth a shot anyway.

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

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macuser

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#1249400 2-Mar-2015 12:48

Have you tried https://www.techhack.co.uk/2011/03/31/format-a-hard-drive-with-command-prompt/

dpw

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#1249402 2-Mar-2015 12:51

xpd: Contact SanDisk directly with your concerns - they may just say destroy it and they'll get another out to you. There are companies out there who do care..and some who dont. Worth a shot anyway.

I thought about that, but I'd like to wait for their reply to my question re: the source of this policy before I go straight to the source. I have had nothing but excellent service from Ascent for years so I'd like to give them every chance to help me sort this out.

Android user, software developer, a semi-typical (not a gamer) geek, and a Bernese Mountain Dog nut!

http://savitarbernese.com | https://nz.linkedin.com/in/danywu

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dpw

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#1249403 2-Mar-2015 12:52

macuser: Have you tried https://www.techhack.co.uk/2011/03/31/format-a-hard-drive-with-command-prompt/

Been there... done that... but thanks.

Android user, software developer, a semi-typical (not a gamer) geek, and a Bernese Mountain Dog nut!

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dpw

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#1249420 2-Mar-2015 12:58

Sigh... it seems to be a case of "Suck it up, petal!"

Here's the reply I got:

Hi Dany,

The policy is that of Sandisk (and all other manufacturers we deal with as far as I know) – you can see here, they have their RMA process and in that you will see a note at the end stating “NOTE: Once SanDisk receives the defective product from you, this process takes approximately 2-3 weeks before you receive your new device.”

I have requested exceptions be made in the past on behalf of customers and have never once been successful as I guess the manufacturers can’t afford to replace units without being able to confirm the fault and rule out end-user damage or miss-treatment of a product.

Companies like Google and govt departments like NZ Police obviously can’t afford to have data released so when a drive fails – they dispose of it themselves as they cannot return under warranty.

Let me know if you have any other questions.

Regards,
Daniella

I guess the lessons here are:

Make sure you backup important content in your SD card
Don't bother buying fancy expensive cards with long warranties if you wish to keep private stuff in your card
Make sure you backup important content in your SD card
Spend only enough to get the desired performance out of your device
Make sure you backup important content in your SD card

Feel free to add to this list.

Android user, software developer, a semi-typical (not a gamer) geek, and a Bernese Mountain Dog nut!

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ubergeeknz

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#1249438 2-Mar-2015 13:19

Basically if your data cannot get into the "wrong hands" you write off failed drives, end of. There's no way around it really.

ahmad

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#1249441 2-Mar-2015 13:20

Really from the other side of things it is hard/impossible for the retailer/manufacturer to resolve the issue without having access to the faulty goods in question. I have heard of refurbished SSD drives before - unsure whether they can refurbish SD/micro but I guess the faulty card may be of some value in addition to diagnosing the fault.

sampler

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#1249455 2-Mar-2015 13:55

Have you tried it in a different device or running under another OS to access the card (I know it sounds a little crazy). I have had a lot of luck with failed thumb drives etc the protest in one way or another in Windows, but work as expected under linux or even in an android phone.

Oh also as a dumb question, you not accessing the memory card via an adaptor with a broken read only switch ??

I can also think of some "low level" and controller applications that can fiddle with all sorts of settings however confirming you get the same results under any normal access medium would be the first thing.

Cheers

Lee

dpw

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#1249456 2-Mar-2015 13:58

sampler: Have you tried it in a different device or running under another OS to access the card (I know it sounds a little crazy). I have had a lot of luck with failed thumb drives etc the protest in one way or another in Windows, but work as expected under linux or even in an android phone.

Oh also as a dumb question, you not accessing the memory card via an adaptor with a broken read only switch ??

I can also think of some "low level" and controller applications that can fiddle with all sorts of settings however confirming you get the same results under any normal access medium would be the first thing.

Cheers

Lee

I've had it under Windows, Mac, Linux, and a NAS device, using either a builtin SD card slot and full SD adapter, or a microSD reader. Also had it in two phones - a Blackberry and Samsung Android phone. I am pretty confident it is buggered.

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nathan

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#1249459 2-Mar-2015 14:00

did the DISKPART suggestion provided work or no?

dpw

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#1249462 2-Mar-2015 14:02

nathan: did the DISKPART suggestion provided work or no?

It did not work.

Android user, software developer, a semi-typical (not a gamer) geek, and a Bernese Mountain Dog nut!

http://savitarbernese.com | https://nz.linkedin.com/in/danywu

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