Micron Consumer Products Group

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 ago. This 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

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 ***The replacement order has shipped and was delivered on Monday Feb, 6th. The tracking number for the delivered
shipment was ***

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 ***The replacement order has shipped and was delivered on Monday Feb, 6th. The tracking number for the delivered
shipment was ***

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,
*** ***

**
*** 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.

Complaint: ***I am rejecting this response because: the company failed to process the order as agreed.Sincerely,*** ***

Mr*** placed an online order with us in the evening on 12/30/The order imported and was processed and packaged later that evening to be shippedOur carrier pick up was already done for the day, and we were closed on 01/01/so the package was not picked up by the carrier until
1/02/18. Mr*** attempted to cancel the order on 1/01/18, but it had already been "shipped'' and charged for in our system and was just waiting to be picked up by the carrierMr*** then contacted us on 01/03/via an online chat, and informed us that he had tried to cancel his orderOur agent informed him that the order was already past the point of being able to be cancelled when he attempted to cancel on 1/01/We informed Mr*** that we would be happy to give him a refundSince the order was already picked up by the carrier on 01/02/18, we asked him to just contact us once he receives the orderWe also offered to send him a shipping label to cover the cost of the return.On 01/06/18, the order was delivered to Mr***, and then on 01/06/18, Mr*** created an online RMA to return the product for a refund. We received the return yesterday, 01/10/18, and have processed it for a refund in the amount of $80.74.

*** *** has spoken and emailed with our technical support several times concerning the problem he is experienced with the MXSSD he purchased through ***. We have not previously experienced complaints for the issue *** *** describes, and even several of our techs use this
specific product in their systems with no issues. The product was purchased through *** so Crucial honors a replacement warranty within years of purchase for failed product. There is no guarantee of compatibility with customized settings, etcthe customer uses to configure their systems. Per our year replacement warranty, we have already replaced the product on occasions and our customer is still experiencing an issue, which tells us it is not the product, which is tested before being sent out and again when it comes back in to us. One of our supervisors reached out to *** *** around the same time this complaint was filedOn 7/01/2015, he arranged to send out a different SSD, an MXversus replacing with an MXagain. If this product also has problems in *** *** system, then we will issue an in-store credit for *** *** to use over the course of days from the date of issue toward any other product that Crucial offers since his refund period through *** had expired by several months prior to the first contact *** *** had with Crucial. *** ***

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

*** *** purchased Crucial memory through ***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.*** *** 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*** *** 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 ** ***, and set the replacement order up to ship overnightBecause *** *** 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 ** *** 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 ***, 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 ***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

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!? ***

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

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 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 tracking.? You can also track it via this tracking number ***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

*** 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.?

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]

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

Our customer ordered online on 9/19/(order# ***) and we shipped the order via USPS tracking number *** 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 inquiries.? He 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
?

Mr*** has indicated that he has sent an SSD to us to be replaced under warrantyUnfortunately, the carrier he hired? to deliver the product to us has appeared? to have lost or mis-routed the packageIt has not been delivered to us.We have asked Mr*** for the tracking
information so we can see at what point it had stopped moving, but we have not received that tracking detail yetLost shipments in route to us are not the responsibility of CrucialThis is a contract between Mr*** and the shipping carrier, and needs? to be worked out between them.If the carrier has mis-routed or lost the package, Mr*** needs? to file a claim with them for a reimbursement of the value of the product in the package.?