GAH, their warranty is ridiculous and they do not stand behind it. The protective screen on my Sansa Express broke somehow while in my pocket, screen is fine however. Anyway, I file an RMA request, they request pictures, I send them what they need.
They blame it on physical abuse, I ask why they would accuse me of breaking my DAP. I say I used it under normal operating conditions (in my pocket). They say they are denying the RMA.
Fast forward today, after numerous e-support tickets and what not, the supervisor of customer support of SanDisk calls. I tell him what happened and wanted to just get a replacement. I say that I used it under normal conditions of a DAP.
He says it was accidental damage (I am guessing this applies to dropping it etc.) and that the warranty is void even if the player worked and then died. I tell him the low-grade materials used in making the screen protector was a manufacturer defect, he says that a button or something falls off then that would be a manufacturer defect, I said my screen protector came brittle, that is a manufacturer defect, he still says no.
I then ask him do they cover acts of God, since it isn't in the warranty, he says "No, I don't think God did it" in a slurred Mexican accent.
So, I proceeded to quote the warranty and prove him wrong in every way possible and prove that this manufacturer defect was indeed covered under the warranty. He said he could not send me a refurbished or repaired replacement because they do not do repairs or refurbs. I then told him the warranty is wrong then and it is a false statement since it says they will replace with an equal capacity and feature model, or repair a defective DAP within warranty.
I then asked if I could also edit the warranty to benefit myself, he said "no". I said this is nonsense and I would like to talk to his supervisor after arguing with him for 45 minutes.
I am expecting an e-mail, along with a replacement. Never had this trouble with ANY customer support, besides buying an NEC drive from TD years ago, Newegg now.
---------------------------------------------
Thread has been locked due to actions of the OP in dragging it into the gutter.
Senior Anandtech Moderator
Common Courtesy
They blame it on physical abuse, I ask why they would accuse me of breaking my DAP. I say I used it under normal operating conditions (in my pocket). They say they are denying the RMA.
Fast forward today, after numerous e-support tickets and what not, the supervisor of customer support of SanDisk calls. I tell him what happened and wanted to just get a replacement. I say that I used it under normal conditions of a DAP.
He says it was accidental damage (I am guessing this applies to dropping it etc.) and that the warranty is void even if the player worked and then died. I tell him the low-grade materials used in making the screen protector was a manufacturer defect, he says that a button or something falls off then that would be a manufacturer defect, I said my screen protector came brittle, that is a manufacturer defect, he still says no.
I then ask him do they cover acts of God, since it isn't in the warranty, he says "No, I don't think God did it" in a slurred Mexican accent.
So, I proceeded to quote the warranty and prove him wrong in every way possible and prove that this manufacturer defect was indeed covered under the warranty. He said he could not send me a refurbished or repaired replacement because they do not do repairs or refurbs. I then told him the warranty is wrong then and it is a false statement since it says they will replace with an equal capacity and feature model, or repair a defective DAP within warranty.
I then asked if I could also edit the warranty to benefit myself, he said "no". I said this is nonsense and I would like to talk to his supervisor after arguing with him for 45 minutes.
I am expecting an e-mail, along with a replacement. Never had this trouble with ANY customer support, besides buying an NEC drive from TD years ago, Newegg now.
---------------------------------------------
Thread has been locked due to actions of the OP in dragging it into the gutter.
Senior Anandtech Moderator
Common Courtesy
Facebook
Twitter