Micron Consumer Products Group

**
*** 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.**
*** 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 *** ***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.**
*** 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, *** *** 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

We have been in touch with *** *** and have communicated that Micron *** entire liability under the warranty will be for Micron CPG at its option to repair or replace the product or refund the purchase price less any rebatesMicron CPG does not warrant against loss of any data or
images (including data stored on product returned to Micron CPG for service), and assumes no liability for such lossYesterday, we informed *** *** that it would be our last response on the image recovery reimbursement request.Per our warranty Micron CPG is replacing the product on *** * *** and that replacement is Micron *** entire liability under this warranty. Our full warranty can be reviewed here: http://www.lexar.com/files/Warranty_Global_Web_111014.pdf#page=2*** *** should receive that replacement order either this Friday, August 28th, or the following Monday, August 31st. We found there had been a delay in processing his replacement order so due to this delay, we have included a second brand new card in the replacement order for him.

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! ***

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 memory. Per 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 again. Because 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 covered. Please refer to our warranty terms, which is located here: http://www.crucial.com/usa/en/company-warranty?cm_re=top-nav-_-flyout-support-_-...⇄

Complaint: ***
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,
*** ***

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

Revdex.com:
I have reviewed the response made by the business in reference t* *** ** *** 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***
***
*** ***

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

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*** 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 to *** ** ***, 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,
*** ***

Complaint: ***
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,
*** ***

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

Micron sold the Lexar brand, including all warranty obligations, on August 28, The warranty for all Lexar product sold prior to the sale is still valid and is being supported by the new company per the original terms of the product warranty. I reached out to them yesterday
concerning your warranty issue, and found there was a problem with the inventory to replace your particular product at this time. They informed me that as of yesterday, they have issued a refund via PayPal to you.If you have any further issues with Lexar product, please continue to contact Lexar directly via the contact details provided on your packaging and on www.lexar.com as Micron will have no visibility into your transactions with Lexar and will be unable to provide service on Lexar products.

For security purposes, we do not accept credit cards via email. Please call in to our support center to provide the credit card for the advance replacement. This is a warranty replacement so the replacement product will be the same as what is being returned to usThe warranty replacement is sent business day shipping at our cost

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

Complaint: ***
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,
*** ***

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

We have been in touch with *** *** and have communicated that Micron *** entire liability under the warranty will be for Micron CPG at its option to repair or replace the product or refund the purchase price less any rebatesMicron CPG does not warrant against loss of any data or
images (including data stored on product returned to Micron CPG for service), and assumes no liability for such lossYesterday, we informed *** *** that it would be our last response on the image recovery reimbursement request.Per our warranty Micron CPG is replacing the product on *** * *** and that replacement is Micron *** entire liability under this warranty. Our full warranty can be reviewed here: http://www.lexar.com/files/Warranty_Global_Web_111014.pdf#page=2*** *** should receive that replacement order either this Friday, August 28th, or the following Monday, August 31st. We found there had been a delay in processing his replacement order so due to this delay, we have included a second brand new card in the replacement order for him

Complaint: ***
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,
*** ***

Complaint: ***I am rejecting this response because:
This does not make any senseThe company canceled the order, ostensibly due to a billing address mismatch. The credit card company verified that the information provided was correct and the charge appeared on the credit card authorizations (attached)
Based on the company's response, the company will not ship to a different shipping address if the billing address does not match. Does that mean it will ship to the billing address in the event of a mismatch?
Bottom line: the company made no effort to reach out to the customer to resolve the issue. Anyone doing business with Crucial should understand that while a credit card authorization will be processed, the order can be canceled and promotional prices will not be honored. It's the latter which is most troubling: no effort is made to match the price. Too much risk and perception of bait-and-switch
Not resolved satisfactorily
Sincerely,*** ***