Corrupt 256mb Pro DUO - Sandisk tech support experience
So my Sandisk 256mb Pro DUO dies after 5 weeks of use. All I ever do is emu on the thing, so I mark it down as the risk/price of playing our game...
A week later (Aug 1) I'm bored at work, and decide to kill some time browsing Sandisk's support site (http://www.sandisk.com/retail/support.asp#tech). I was a little surprised to see a link for online Support Requests and figured what the hell... So I write up a very detailed description of the symptoms common to the scene (except NOTHING came close to recovering mine) and click send at about 3:30pm.
At 8:49am the next morning (Aug 2), I get an auto-email from Sandisk saying to log into their support site because, quote "Your Support Request with SanDisk has been UPDATED". So I do, fully expecting a one sentence reply - "Tough ****".
Well, it didn't say that. Instead, was a 5-paragraph missive from someone named Ofir-the first half was a series of technical questions meant to whittle down the root cause, and the latter half were useful things to try in an effort to repair. Of course I'd already tried everything suggested 10 times over, but I couldn't help being impressed nonetheless... Before you call me a fanboy *yet*, imagine such a response from Sony... within 18 hours...
So I replied, in even more detail than I had originally. The reply I sent (3:20pm on Aug 3) would have almost filled two full pages of single-spaced TXT. After all, he did ask l ;)
Once again, a reply cam about 18 hours later. From here on the dialogue was very brief. Below I've c/p the rest of our conversation:
SanDisk Response: (08/04/2005 10:05)
Thank you for contacting SanDisk Technical Support.
We are ready to replace the product for you but we need one more piece of information: Serial numer on the card?
SanDisk Technical Support
Your Response: (08/04/2005 10:05)
The etching on the card itself is: SDMSG-256 ********
SanDisk Response: (08/05/2005 01:03)
Thank you for contacting SanDisk Technical Support
We apologize for any inconvenience this may have caused you. We will be happy to replace it for you. Your Case is being assigned to RMA now.
SanDisk Technical Support
This request has been converted to Return Authorization # *********
The following registration information is included with your request:
Item : MS PRO Duo Gaming 256MB
Description : Memory card
Purchase Date : 06/10/2005
Warranty Period : 5 Years
Registration Date : 08/01/2005
Purchase Price :
Where Purchased : Best Buy
Serial Number : ****** \ SDMSG-256
Registered By : *********
Address : *********
Day Phone : **********
Your Email Address : **********
Again, I ask you to imagine anything like that EVER coming from Sony... I didn't mention it to my new hero Ofir that I'd long since thrown away the packaging and reciept, and 'Best Buy' was just my best guess (that purchase is still a blur for some reason)...
I didn't hear anything else until a few hours ago. In my inbox right now is an email from Sandisk RMA, with the return procedure plus *GET THIS!* the FedEx shipping label as an attachment. These guys are paying shipping both ways on a measly $50 memory stick! I never even had to speak to anyone - it was all message-based.
I'm sold folks. If I ever see a Sandisk brand on a product that I'm shopping for, I'm buying their brand. Even if it costs more (not that it ever will)...
Yeah, I know this is long, but it's the least I could do... Perhaps there's even some corrupted 1gb owners reading this who now have an option...
I'll paste the initial reply from Ofir with the questions and things to try if requested. It's a bit long, and I suspect semi-scripted Asian translation (but who cares), so I left it out here for better plot-flow...
***after previewing my post, even I want to flame me for being so far up Sandisk's ***... Oh well....***