Kingston Technology Company

Thank you for your patienceBased on a review of our security procedures and the information provided by the Customer, our conclusion remains that the product in its packaging received by the Customer could not have been fulfilled by Kingston and shipped from our facility As the Customer's payment was stopped by his credit card company, we considered the matter resolved

On 12/9/Kingston tech support approved a refund for Mr [redacted] for his SSD drive that he had purchase from Newegg.com on 11/28/The warranty department provided Mr [redacted] with a standard overnight pre-paid Fed Ex label to return his SSD drive The turnaround time for a refund once the product is received in is about 4-weeks On 12/29/Mr [redacted] called and spoke to me about the status of his refund on RMA [redacted] for the amount of $He had stated that we had already received his productI informed Mr [redacted] that I did not see that his drive had been received and if he could please provide me with his tracking numberHis tracking number did show that his product was received in on Monday Dec 22, I apologized to Mr [redacted] and explained that starting on Dec19th; our receiving and shipping department was closed for Year End inventory count and I was not able to have his part received in at that timeI let him know that I would have his part received in first thing on Monday (Jan 5th) and would expedite the refund process and hopefully have his checked mailed out by the end of that week He stated he will not wait any longer and demanded that a check be issued immediately I apologized again to Mr [redacted] and explained that I would do my best to expedite the refund process for himBut, unfortunately I could not have a check issued until his product is received in and that would not be done until Monday MrWater was not satisfied and disconnected the call 1/5/as promised, Mr [redacted] ’ part was received in on Monday morning and the refund check for the amount of $will be sent out by US mail on Friday January 9th

Kingston Technology Company, Inctreats all product claims with care and diligence Upon receipt of Customer's complaint, we launched an investigation of the handling of his order, as well as a review of the security procedures in place at our fulfillment facility Our conclusion is that it is extremely difficult for a counterfeit drive to enter our supply and be processed and sent by Kingston in fulfilling a customer's order, and are confident that a genuine drive was shipped from our facility During our investigation, Customer requested an exact replacement drive, while simultaneously disputing the charge with his credit card company We asked Customer not to dispute the charge while we investigated the matter for hours only because it would hinder any resolution to the matter — including possibly a replacement driveAs Customer's payment was stopped by his credit card company before the conclusion of the investigation, we considered the matter resolved It is not our intent to discount the Customer's claim, but to conduct a thorough investigation leading to a thoughtful resolution To that end, we regret if we did not meet Customer's expectations in reaching a resolution for this particular matter

Dear Mr [redacted] We have received your Revdex.com complaint on May and attempted to call you on that date The product that you purchased has a year warranty and we would like to work with you toward getting a replacement Please check your email as a technician has sent you an email with his contact information You may also contact any of our skilled technicians by calling us at between the hours of 6am & 6pm PSTWe look forward to resolving this issue for you Thank you for choosing Kingston as your upgrade partner [redacted] Manager, Technical SupportKingston Technology Company

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I am curious as to how Kingston was able to launch an investigation into my claim of fraudulent business practices related to selling me a counterfeit device, when they don’t have the serial number from the device that I received (as can clearly be read on the back of the packaging)Kingston only asked for pictures of the device and never asked for images from the packaging, which clearly shows the shipping and tracking informationThat information is as follows: [redacted] Barcode: [redacted] Human readable (under [redacted] code): [redacted] AC: [redacted] LK: [redacted] Within an hour of receiving the counterfeit device I had already determined that it was not what Kingston had (falsely) advertised on their website and I was already on the phone to their support centerI performed every check (of the device) that I was asked to perform by their customer support person and I provided immediate photos of everything requestedAfter days of not hearing back from Kingston, I decided to capture additional images of the packaging, FedEx shipping material, and receipt material from within the FedEx package, where it is very clear that the device was shipped directly from KingstonI then sent off those photos and informed Kingston that for my company’s protection, that I had disputed the charge with American Express (Amex)As a $43b company and a large Amex customer, I was told that everything would be taken care of by Amex and that I needed to do nothing moreWith that action completed along with the sending of additional photos to Kingston, only then did I receive a reply from Kingston, where they threatened to not investigate my claim unless I reversed my Amex dispute, which would have then enabled Amex to bill me for the counterfeit deviceAt that point, the Amex dispute action was already underway and there was no stopping it, but I did not suspect that Kingston would then attempt to discredit me, when I offered them a solution of taking back the counterfeit device (at their shipping cost) and then sending me a real device At no point did it occur to me that I would not fully pay for a valid device, but based on Kingston’s reply as shown in the message from your organization (the Revdex.com), it would appear that even though I trusted them to not defraud me, they are less trusting of the intentions of people who are actually honest when doing business When I ordered the Kingston device, I paid a higher price than I was able to find on other websites, because I wanted to reduce the risk of getting the wrong deviceRelated to ordering the device, receipt of the counterfeit device, all of the photos that were sent, and all correspondence with Kingston, I have every bit of evidence to support everything that I have statedThe counterfeit device remains with all of that evidence, where it has sat from the moment that I discovered that Kingston had shipped me a counterfeit device (within an hour of it arriving at my door)I still have hopes that Kingston will put as much effort as they did when they defrauded me, into actually satisfying one customer who has truth, strong evidence of fraud, and the energy to see this issue fully resolved I am very glad that Kingston is not in the business of manufacturing medical devices (such as we [redacted] are) or their poorly managed inventory and shipping systems as well as their fraudulent business practices would cost the lives of many people Thank you in advance for handling this claim and please feel free to contact me with any questions, concerns, or suggestions P.SMy follresearch on the web has shown me that my issue is wide spread among many targets of Kingston’s fraudulent business practices and for that reason I have also filed with the ICand I am preparing to file with the California AG [redacted] CB [redacted] , Inc (w) [redacted] (c [redacted] Regards, [redacted]

To: *** *** Revdex.com of San Diego, Orange & Imperial CountiesRe: ID *** Customer: *** A ***Thank you for the letter bring to my attention the complaint from Mr
***This is to inform you that I have chosen to reach out to him directly and will do my best to address his complaints Best Regards,*** ***Manager of Technical Support and Customer ServiceKingston Technology CompanyDirect: (***) 427-***

After doing some research and speaking with the customer, it was determined that his request for warranty replacement had been approved; however the approval email was missedWe also discussed his frustration that there was not a US contact number available on our website under RMA Request.
We have notified the appropriate department to make the amendment to include our numberCustomer has proceeded with his warranty replacement

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

To: *** *** Revdex.com of San Diego, Orange & Imperial CountiesRe: ID *** Customer: *** A ***Thank you for the letter bring to my attention the complaint from Mr
***This is to inform you that I have chosen to reach out to him directly and will do my best to address his complaints Best Regards,*** ***Manager of Technical Support and Customer ServiceKingston Technology CompanyDirect: (***) 427-***

On 12/9/14 Kingston tech support approved a refund for Mr. [redacted] for his SSD drive that he had purchase from Newegg.com on 11/28/14. The warranty department provided Mr. [redacted] with a standard overnight  pre-paid Fed Ex label to return his SSD drive.  The normal turnaround time for a...

refund once the product is received in is about 4-6 weeks.
On 12/29/14 Mr. [redacted] called and spoke to me about the status of his refund on RMA [redacted] for the amount of  $50.98. He had stated that we had already received his product. I informed Mr. [redacted] that I did not see that his drive had been received and if he could please provide me with his tracking number. His tracking number did show that his product was received in on Monday Dec 22, 2014. I apologized to Mr. [redacted] and explained that starting on Dec. 19th; our receiving and shipping department was closed for Year End inventory count and I was not able to have his part received in at that time. I let him know that I would have his part received in first thing on Monday (Jan 5th) and would expedite the refund process and hopefully have his checked mailed out by the end of that week .  He stated he will not wait any longer and demanded that a check be issued immediately.  I apologized again to Mr. [redacted] and explained that I would do my best to expedite the refund process for him. But, unfortunately I could not have a check issued until his product is received in and that would not be done until Monday.
Mr. Water was not satisfied and disconnected the call.  
1/5/14 as promised, Mr. [redacted]’ part was received in on Monday morning and the refund check for the amount of $50.98 will be sent out by US mail on Friday January 9th.

Dear Mr. [redacted]
We have received your Revdex.com complaint on May 12 2015 and
attempted to call you on that date.  The
product that you purchased has a 5 year warranty and we would like to work with
you toward getting a replacement.  Please
check your email as a technician has sent...

you an email with his contact
information.   You may also contact any of
our skilled technicians by calling us at 800 435 0640 between the hours of 6am &
6pm PST. We look forward to resolving this issue for you.
 Thank you for
choosing Kingston as your upgrade partner.
 
[redacted]Manager, Technical SupportKingston Technology Company

Kingston
Technology Company, Inc. treats all product claims with care and
diligence.  Upon receipt of Customer's
complaint, we launched an investigation of the handling of his order, as well
as a review of the security procedures in place at our fulfillment
facility.  Our...

conclusion is that it is
extremely difficult for a counterfeit drive to enter our supply and be
processed and sent by Kingston in fulfilling a customer's order, and are
confident that a genuine drive was shipped from our facility.
 
During
our investigation, Customer requested an exact replacement drive, while
simultaneously disputing the charge with his credit card company.  We asked Customer not to dispute the charge
while we investigated the matter for 48 hours only because it would hinder any resolution
to the matter — including possibly a replacement drive. As Customer's payment
was stopped by his credit card company before the conclusion of the
investigation, we considered the matter resolved.
 
It
is not our intent to discount the Customer's claim, but to conduct a thorough
investigation leading to a thoughtful resolution.  To that end, we regret if we did not meet
Customer's expectations in reaching a resolution for this particular matter.

Thank you for your patience. Based on a review of our security procedures and the information provided by the Customer, our conclusion remains that the product in its packaging received by the Customer could not have been fulfilled by Kingston and shipped from our facility.
As the Customer's payment was stopped by his credit card company, we considered the matter resolved.

Dear
Mr. [redacted] 
I have contacted our engineering department
and product manager for flash devices in regards to your questions. Kingston’s SD cards are consumer grade products which have not been tested under all
of the conditions you have outlined.  Hence
we do not post these...

specifications to our website.  In your search for a SD card that meets the specification
you are requesting, we would recommend that you include in you search Industrial
or Military grade products. Kingston does not manufacture or sell Industrial or
Military grade devices.
Best regards,
[redacted]
Manager, Technical Support
Kingston Technology Company

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am curious as to how Kingston was able to launch an investigation into my claim of fraudulent business practices related to selling me a counterfeit device, when they don’t have the serial number from the device that I received (as can clearly be read on the back of the packaging). Kingston only asked for pictures of the device and never asked for images from the packaging, which clearly shows the shipping and tracking information. That information is as follows:
[redacted] Barcode:                                    [redacted]
Human readable (under [redacted] code):     [redacted]
AC:                                                                 [redacted]
LK:                                                                  [redacted]
Within an hour of receiving the counterfeit device I had already determined that it was not what Kingston had  (falsely)  advertised on their website and  I  was  already  on  the  phone  to  their  support  center. I performed every check (of the device) that I was asked to perform by their customer support person and I provided immediate photos of everything requested. After 3 days of not hearing back from Kingston, I decided to capture additional images of the packaging, FedEx shipping material, and receipt material from within the FedEx package, where it is very clear that the device was shipped directly from Kingston. I then sent off those photos and informed Kingston that for my company’s protection, that I had disputed the charge with American Express (Amex)... As a $43b company and a large Amex customer, I was told that everything would be taken care of by Amex and that I needed to do nothing more. With that action completed along with the sending of additional photos to Kingston, only then did I receive a reply from Kingston, where they threatened to not investigate my claim unless I reversed my Amex dispute, which would have then enabled Amex to bill me for the counterfeit device. At that point, the Amex dispute action was already underway and there was no stopping it, but I did not suspect that Kingston would then attempt to discredit me, when I offered them a solution of taking back the counterfeit device (at their shipping cost) and then sending me a real device.
At no point did it occur to me that I would not fully pay for a valid device, but based on Kingston’s reply as shown in the message from your organization (the Revdex.com), it would appear that even though I trusted them to not defraud me, they are less trusting of the intentions of people who are actually honest when doing business.
When I ordered the Kingston device, I paid a higher price than I was able to find on other websites, because I wanted to reduce the risk of getting the wrong device. Related to ordering the device, receipt of the counterfeit device, all of the photos that were sent, and all correspondence with Kingston, I have every bit of evidence to support everything that I have stated. The counterfeit device remains with all of that evidence, where it has sat from the moment that I discovered that Kingston had shipped me a counterfeit device (within an hour of it arriving at my door). I still have hopes that Kingston will put as much effort as they did when they defrauded me, into actually satisfying one customer who has truth, strong evidence of fraud, and the energy to see this issue fully resolved.
I am very glad that Kingston is not in the business of manufacturing
medical devices (such as we [redacted] are) or their poorly managed
inventory and shipping systems as well as their fraudulent business
practices would cost the lives of many people.
Thank you in advance for handling this claim and please feel free to contact me with any questions, concerns, or suggestions.
P.S. My follow-up research on the web has shown me that my issue is wide spread among many targets of Kingston’s fraudulent business practices and for that reason I have also filed with the IC3 and I am preparing to file with the California AG.
[redacted] C. B. [redacted], Inc.
(w) [redacted]
(c[redacted]
Regards,
[redacted]