I own a SanDisk MP3 player. It is a pretty good little MP3 player. Nothing too fancy. Nothing I have to worry about losing. Functional. I can imagine a few improvements for it, but overall it really answers my needs for music on the go.
One of the few issues I’ve found with the player is that the screws that hold the device together tend to fall out. After normal usage, the tiny screws which attach the back-plate to the faceplate start to come loose. This process is exacerbated by activities that I would still consider normal use for MP3 players, for example, going for a run.
After owning the player for just a month and running with it about five days a week, one of the screws fell out and I wasn’t able to find it. I contacted SanDisk, which still held the player under warranty, and I was a little stunned by their response.
Note: To read a larger, more legible version, please click on the scan of the letter.
They are claiming that the screws are “accessories” to the player! Really???
But they are an understanding company, so they go ahead and extend me the gracious offer of sending me some of the missing screws. Unfortunately, they then qualify that with the statement that the replacement parts may not come soon, or ever. With a qualifier like that, they can promise just about anything can’t they?
Note: As you can see from the date on the SanDisk response, these emails occurred in mid-July, so it has been about six-months and no replacement screws have arrived. I guess it is high-time I just go buy some from the store myself.
please register a complaint with the better business bureau. It is surely a scam.
The oldest trick in the book. Kind of like a ponzi scheme.
Surely they are ‘accessories’ too – to the crime of selling something so shoddy? Unless they claim that it is not meant to be subjected to extreme bumps as may happen in jogging?
But most of these warranties are meaningless….most projectors, for instance, come without bulbs being included in the warranty – and that’s the one thing most likely to fail, and the most expensive to replace.
I liked Shefaly’s thought: these guys are accessories to a scam…not quite a Ponzi scheme, but a scam nonetheless.
Cheers,
Quirky Indian
http://quirkyindian.wordpress.com
@ Conall –
By way of comparison, when one of the plastic rivets broke on a pair of my Crocs, the compay posted through about 15 spare sets, no questions asked and at no charge. The extra rivets took less than a week to arrive, even though Crocs HQ had to contact their European HQ to get them sent. Quality product – quality customer service.
@ Shefaly –
The thought process must be that the expense of providing quality customer service to all is more than losing one or two customers.
Ok, still trying to process that Liam has a pair of Crocs. Are there Jibbetz (i.e, cute accessories) on your Crocs??
@ Noel:
No, there aren’t any Jibbetz on them, thank you very much. And Crocs are brilliant shoes … Crocs and Docs, that’s how I roll!
I also wonder, if the screws are “accessories” and not components, what else is considered an accessory? Is the entire device simply a compilation of accessories, and thus no part is covered by the warranty.
@Liam
If that is the logic, they could not be more wrong. Research suggests that retaining a customer is 6 times less costly than gaining a new one. (This one prone to exaggeration and not research based) A customer lost due to bad customer service is likely to tell 10 people – like you did, not that I am suggesting that only 10 read it! – while a happy one may tell 2 if you are lucky.
Either way the joke is on them.
@ Shefaly – I couldn’t agree with you more, but I certainly have plenty of experience (unfortunately) with short-sighted companies that hedge short-term cost cutting measures against long term profits.
@Liam
Sadly, very true. Before the consumer had a voice, and one that could be easily amplified (on blogs etc), companies did not have to care. Now they have to.
I am surprised they have not already approached you with an apology etc. I have read and know first hand of several instances where one adverse web comment gets them scrambling. But it depends of course on how their soc media monitoring is!
@ Shefaly –
Well, a personal letter would be great. As I said, Crocs did a brilliant job, but others have not. As much as I would like to think that SanDisk execs read chickenmonkeydog.com, we have yet to receive any letter of apology. We’re not holding our breath waiting for it either. Ha-ha!