Micron Consumer Products Group

[redacted] contacted us for a Return Material Authorization? (RMA) on 11/23/ for product that he purchased from a resellerOur technical support agent created an RMA for the return of the product and a warranty replacement order[redacted] would have been informed during that conversation that the RMA was set up as a wait-to-receive, which means once we receive the returning product, we will release the replacement orderHe would have also been verbally given the return address to send his failed product to.Also, on 11/23/when the RMA and replacement order were set up, system generated emails were sent out to [redacted] The email for the RMA provided the terms of the RMA, along with the RMA number, packaging instructions, and the mailing address for our RMA LabI have confirmed that the email address? these were sent to matches exactly the email address provided in this complaint.There are only two ways that product gets replaced, one is to pay for the replacement order upfront and then receive a credit back when the failed product is returned, and the other is the wait-to-receive, where the failed product is returned first and then the replacement order is shipped out.? There is no process in which the failed product does not have to be returnedThis is the standard for warranty claims, and not unique to us[redacted] would have been fully informed of the RMA process during his interaction with usThere were multiple times, during which? the process would have been coveredFirst, [redacted] would have been given the choice as to which of those replacement methods he wanted to go withThis means both were explained to him so he knew what to expect from each methodSecond, he would have been verbally informed of the RMA number and the return instructionsThird, he was sent the RMA Notification email within minutes of the RMA being created with all of the return details.? ?

Complaint: [redacted] I am rejecting this response because:Crucial asked me to ship the product at my own costs so I shipped it with the lowest fare that was offered to meThere was no tracking nor insurance provided to me with this shipmentI already contacted the postal service company several times and I was told that once the package leaves my country, they have no idea where it is and they will not issue me a reimbursement since there was no insurance.? I never thought that I will be asked to pay for shipping for a product that is under warrantyI was expecting Crucial to offer me a pre-paid label from UPS / DHL / FedEx or whatever so I would send it with no problems at allThis way all this hassle and inconvenience would not happenThat's what every respected company I know is doing for her customersSeriously what do you expect me to do now? I followed your procedure and now I am left without my SSD and with no idea what to doI am simply lost right now Sincerely, [redacted]

As communicated, we had to wait for the product to come back in stock for us to ship out the replacement.We replaced the product under warranty on replacement order number [redacted] The replacement order has shipped and was delivered on Monday Feb, 6th The tracking number for the delivered shipment was [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

The reason the promotional price didn't go through on the order is because this promo price was not available to everyone It had been posted by another consumer incorrectly on a deal site for others to attempt to use We did however choose to give the promo price on all of the orders for that product we received during the limited promotion and have already issued Mr [redacted] a refund of the difference in the original price and the promotional priceThe refund was generated on Oct and was issued on Nov

Revdex.com: I have reviewed the response made by the business in reference t [redacted] and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.Please contact via email and I will give my credit card info for advance RMA ideally it could be overnighted today?? Could you give me the best GB RAM chip for an ASUS m5A99x evo R?I am stuck without sufficient memory for my pc currently [redacted]

Complaint: [redacted] I am rejecting this response because:? I know nothing about computers.? I know that when it breaks or doesn't function properly? to contact a reputable repair shop.? Just how can they check my system or computer when it? would not even turn on?? Not possible!That was the second set of their product that failed.? Not the first!? And now, sure, after I file a complaint, the product tested good.? Not on a bet.My computer had to go to the shop to be able to file the complaint and to have my computer turn on.? Never, would I recommend their product to anyone!? Not unless they are prepared to take their system to the repair shop because you can't contact them for any assistance or diagnostics because their defective product won't let you contact them.? Out over $in the last four months, not years mind you.? And not a dime recovered.? I most certainly reject their response!!? Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to [redacted] , and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below.This is the typical "textbook" response that I have been receiving for the past two days from CrucialI have explained numerous times to several agents that I was never clearly told by the original agent that I would need to return the original product as part of the RMA processHe simply told me that a new product would be sent out in approximately daysThey continuously respond with how their process works and that I "would have" receiving an automated emailI explain over and over again that I was not clearly informed and that I would like to speak with someone, but they simply respond with a texbook response about their process and are unwilling to discuss a resolution with me.I have been mislead into thinking that I was receiving a replacement product and it is too late to reverse the processCrucial refuses to see this situation Regards, [redacted]

Unfortunately, Crucial will not be reinstating this order request, and there is nothing to refund as we didn't submit a charge for the orderWe received an initial authorization on the payment card; however, the order was canceled because it did not pass our security screening

At Crucial, we only ship to addresses on credit card payment that we can confirmUnfortunately, I can't provide much detail in this complaint since the address given for this complaint is not the sold to address provided to us by the person who placed the order in question on our web siteThe address on this complaint is where we were being asked? to ship the order, but we could not confirm this address with the payment card companyThe sold to person is our customer, not the ship to person so we can't discuss further? details about the order.? Under these circumstances, we canceled the order request

[redacted] purchased Crucial memory through [redacted] He indicated that the was having problems with the memory and he was beyond his return period with themCrucial's warranty is for a replacement only of failed product and clearly states that refurbished product may be used[redacted] stated in his emails to us and in verbal conversations that when he tested the replacement memory modules individually, they both tested fine, but when he has them installed he experiences problemsOur agents tried to explain that the original issue and this one sounds more like an incompatibility issue and asked for the make/model of the laptop he is using so we could confirm he had correct product for his system [redacted] indicated that he knows the specs of his system and what to use in it so refused to provide us with the informationHe was also upset that we used tested refurbished product for the replacement and didn't like our warranty replacement options, which are completely standard warranty replacement options.Our agent has created another replacement order for new (not refurbished) modules, sent a return label to [redacted] , and set the replacement order up to ship overnightBecause [redacted] was in need of getting the product quickly, he was informed that as soon as we could see the shipping label tracked with the carrier, we would go ahead and release his replacementI checked on the order and can see it is shipping today.The department manager has asked [redacted] to let her know once he receives the new modules, how everything is workingIf this is an incompatibility issue, even though he purchased the product through [redacted] , we would certainly be willing to work directly with him to determine what is needed to exchange these for compatible product

We apologize that we were unable to replace your failed product in a timely mannerI agree we should get you a replacement whenever we canOur goal is to keep our product in your handsWe have been able to locate a refurbished [redacted] This will still carry with it the remainder of your one year warranty and we will get that shipped out to you tomorrowYou should have it by Friday or Monday at the latest.If you experience this again in the future when you set up a return yourself online, just give us a call so we can manually look for alternatives for youI can't guarantee we will always find an alternative, but we will certainly try

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

I have asked one of our technical analysts to reach out to our customer to determine the exact motherboard he is using We will need this information to determine compatibility of the modules his system builder originally put in for him approximately two years agoThis will allow us to determine possible other memory options for his systemOnce he gets back with us on the details of his system's motherboard, we can determine if we can go outside of our warranty terms and swap out other memory for him The fees paid for taking the system to a shop are not covered by usWe have free technical support and could have provided troubleshooting to determine if the problem he was experiencing was due to failed memory, incompatible memory, or something else

They have offered to send me a different product, which is cheaper.They, however, do not offer to send me a price difference between the two. Still not happy with this company! ***

The tracking number is valid and is for UPSMI, which is a partnership between USPS and UPSThis information was sent with the shipping notification email, along with the appropriate link for trackingYou can also track it via this tracking number [redacted] Our support team already has an inquiry submitted with the carrier to see exactly where the package is as they haven't updated the tracking details since the end of SeptemberHowever, this is not uncommon for APO/FPO deliveriesThe package was due for delivery this week as APO/FPO deliveries are within a 4-week period If we find the package has not been delivered per the carrier's response to our status inquiry then we will send a replacementIf a replacement is sent, you will still need to make sure you are receiving our emails for the status as you'll get the notifications via email againWe have two emails in our system for you and our emails are going to the @live.com domain, which was on your order, not the @gmail.com domain you have in this complaint

Our customer ordered online on 9/19/(order# [redacted] ) and we shipped the order via USPS tracking number [redacted] on 9/19/ He would have received an automated order confirmation email and a shipping notification email from us both include our internal order numberWe received an email from him asking about the status of the order on 10/21/and we replied on 10/22/On 10/27/16, we received another email and we replied to it on 10/27/We have not heard back on that emailThe APO/FPO shipments can take 4-weeks so his shipment should have been there or arriving any day It sounds as though he has not received any of our emails about the order or in response to his inquiriesHe should check to make sure his email is configured to receive emails from our url Our online chat is always open during our advertised business hours so there is no explainable reason why we couldn't be reached if he tried to make contact during those hours Please let us know if the product has still not been received and we will get a tracer going with the carrier

Per the original complaint our customer asked to be sent our "chips" versus the "high-speed" gaming chipsThe system builder should not have sold the customer the high-speed chips in his system in the first place unless he was a hard-core gamer who knew how to configure his system and memoryPer the customer's responses, that profile does not fit him Our warranty covers the product purchased for a replacement of the same product onlyThis is what Crucial did the first time we were contactedOur customer was having the same problem againBecause he was still having issues we have now replaced the product with our standard Crucial memory, which is what he asked for in this complaintThis goes outside of our warranty obligationsHowever, we wanted to help him and get product into his system that would work for him.No reimbursement for the technician services will be coveredPlease refer to our warranty terms, which is located here: http://www.crucial.com/usa/en/company-warranty?cm_re=top-nav-_-flyout-support-_-...⇄

*** was fully informed of the return process, verbally and in emailHe has received and responded to other emails from us using the same email address that the RMA return instructions were sent toWe explained the fact that he needed to return the failed product to us and once we validated it and received it into our RMA Lab, his replacement would be sent to him via day shipping.Since *** did not order his SSD directly from us and he now indicates he doesn't have one to send us, we need him to provide his proof-of-purchase per the terms of our warrantyHe can send it to *** Once I receive a valid proof of purchase, confirm he had our product, and that it would have still been under warranty, I will send a replacementThis is an exception only and no further product will be replaced without the product under warranty being returned