Micron Consumer Products Group

We apologize that we were unable to replace your failed product in a timely manner. I agree we should get you a replacement whenever we can. Our goal is to keep our product in your hands. We 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 tomorrow. You 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 you. I can't guarantee we will always find an alternative, but we will certainly try.

Mr. [redacted] has indicated that he has sent an SSD to us to be replaced under warranty. Unfortunately, the carrier he hired to deliver the product to us has appeared to have lost or mis-routed the package. It has not been delivered to us.We have asked Mr. [redacted] for the tracking...

information so we can see at what point it had stopped moving, but we have not received that tracking detail yet. Lost shipments in route to us are not the responsibility of Crucial. This is a contract between Mr. [redacted] and the shipping carrier, and needs to be worked out between them.If the carrier has mis-routed or lost the package, Mr. [redacted] needs to file a claim with them for a reimbursement of the value of the product in the package.

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

The tracking number is valid and is for UPSMI, which is a partnership between USPS and UPS. This information was sent with the shipping notification email, along with the appropriate link for tracking. You 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 September. However, this is not uncommon for APO/FPO deliveries. The package was due for delivery this week as APO/FPO deliveries are within a 4-6 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 replacement. If 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 again. We 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.

[redacted] purchased Crucial memory through [redacted]. He indicated that the was having problems with the memory and he was beyond his return period with them. Crucial'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 problems. Our 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 information. He 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 overnight. Because [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 replacement. I 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 working. If 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.

Complaint: [redacted]I am rejecting this response because:
This does not make any sense. The 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,[redacted]

From looking into the RMA and replacement order for our customer, I can see the warranty replacement request was created by the customer using our online RMA tools.  Advance replacements are not available online. We would be happy to change the replacement to an advance shipment and get it out...

as soon as possible. Just contact our support center (phone# 1-800-336-8896) Monday-Friday 7am - 6pm MT and provide the [redacted] and credit card details.I also don't see where our technical support team was contacted to troubleshoot the issue our customer was having. Crucial will replace the memory under warranty, but technician services or other costs are not covered.

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 system. Once 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 us. We 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.

Our customer ordered online on 9/19/16 (order# [redacted]) and we shipped the order via USPS tracking number [redacted] on 9/19/16.
He would have received an automated order confirmation email and a shipping notification email from us both include our internal order number. We received an email...

from him asking about the status of the order on 10/21/16 and we replied on 10/22/16. On 10/27/16, we received another email and we replied to it on 10/27/16. We have not heard back on that email. The APO/FPO shipments can take 4-6 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.

Per the original complaint our customer asked to be sent our "normal chips" versus the "high-speed" gaming chips. The 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 only. This is what Crucial did the first time we were contacted. Our 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 complaint. This goes outside of our warranty obligations. However, 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-_-...⇄

Mr. [redacted] placed an online order with us in the evening on 12/30/17. The order imported and was processed and packaged later that evening to be shipped. Our carrier pick up was already done for the day, and we were closed on 01/01/18 so the package was not picked up by the carrier until...

1/02/18.  Mr. [redacted] 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 carrier. Mr. [redacted] then contacted us on 01/03/18 via an online chat, and informed us that he had tried to cancel his order. Our agent informed him that the order was already past the point of being able to be cancelled when he attempted to cancel on 1/01/18. We informed Mr. [redacted] that we would be happy to give him a refund. Since the order was already picked up by the carrier on 01/02/18, we asked him to just contact us once he receives the order. We 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. [redacted], and then on 01/06/18, Mr. [redacted] 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.

Complaint: [redacted]I am rejecting this response because:[redacted] is not a valid USPS tracking number.Sincerely,[redacted]