Other World Computing, Inc.

Thank you [redacted] for allowing us to set up a new upgrade order to an Aura Pro X drive. The order has shipped and here is the link to your tracking: https://wwwapps.ups.com/WebTracking/track?track=yes&trackNums=1[redac...⇄ Updated shipping information will be present later tonight.

Complaint: [redacted]
I am rejecting this response because: correspondence to complete the dispute is incomplete.The drive in question is the December 2014 1TB Aura 6G for 2011 [redacted] Air (pro was not available at time of purchase). The Drive was installed in Spring 2015. Lasted 2.25 years. Replacement came in February 2017. Installed in Summer 2017. Failed in Winter 2018. Warranty replacement lasted 7 months. Original [redacted] 250GB SSD works fine. Noticed 1TB Aura 6G has since been discontinued by OWC. Previously at time of replacement I stated to Customer Service that I wanted to pay more to obtain the Aura 6G Pro because I did not want another drive failure and this was refused. I was given another Aura 6G drive with limited lifespan that only lasted 7 months. Social Media Manager [redacted] has also reached out to me stating that OWC would send a replacement, I replied, although have not received a response. Hope that we can solve this satisfactorily for all parties. Thanks in advance. 
Sincerely,
[redacted]

Our social media manager has also been in contact regarding this issue. We offered to cover the cost of the screen at $420. Our social media manager is working to resolve this concern with the customer.

Complaint: [redacted]
I am rejecting this response because: Correspondence still ongoing.Yes, this is acceptable for a resolution. Please forward an invoice / checkout page for me to complete the drive upgrade transaction. Thanks in advance. 
Sincerely,
[redacted]

To confirm this is the drive we are setting up: https://eshop.macsales.com/item/OWC/SSDAP12R960/. Please also respond with the best number to call for your credit card information.

Complaint: [redacted]
I am rejecting this response because: There is nothing they can do to resolve this claim. And while the drive was sold to a 3rd party, I unlike the company that sold it to me, disclosed the problems the drive was having to the party I sold it to which is the reason they wanted the drive in the first place. This person is an embedded engineer and enjoys working with broken hardware from less than reputable companies. This is just another way this company puts on a false public face of caring about anyone but themselves. Further it is an outright LIE that they offered in any way to replace the drive "at no cost to me." The simple fact that this company keeps lying time and time again on public/privet forums and even to the Revdex.com further cements why this claim will not get resolved. This has turned into a "he said they said" type of scenario that I will not participate in. This company has done nothing but lie and deceive to make themselves look better.  
Sincerely,
[redacted]

Hello [redacted], Thank you so much for your review and we are very sorry for any frustration that has been caused. We have been able to refund you the full amount of your order of $644.08. We will be happy to get you the Credit Memos sent to you by email. Please be...

aware that we were able to process the refund when promised. The process of a refund with [redacted] is a little different and can take some time. We have to physically refund [redacted] first then once they accept it and process the refund, they put it back into your account. We are very sorry but we do not have any control on how quickly [redacted] processes this.  We would also like to clarify that we no way and OWC in no way intends to sell faulty products. The fact that your unit came back and failed is very rare and we do apologize for this. Please know an email will be sent to you shortly with the proof of a full refund. Thank you for your time and cooperation!

Hello,We are very sorry for any frustration that has been caused in this matter but please know that we have contacted Mr. [redacted] and since not received a response back. In correspondence with Mr. [redacted] on ticket ID[redacted] we were able to speak and go over the authorizations and charge that Mr. [redacted] was seeing on his card. We were able to state: "At this time both authorizations (hold of funds) have been dropped. Those funds should not be available again. If it is not, you may have to call your bank. As for the refund of the original order we have set this up and has been processed. As payment was given by [redacted], OWC has refunded [redacted] who will then refund your account. This can take anywhere from 24-72 hours." This was expressed on November 30th at 03:02 PM CST. We have since confirmed that both authorizations and the charge of $99.78 for the original purchase has been refunded to Mr. [redacted]'s account. On December 1st at 02:13 PM CST and email was sent to Mr. [redacted] looking to work on a resolution. At this time we have not received any correspondence back. OWC is more than happy to work with Mr. [redacted] and provide the great customer service that we strive to provide. Please know that an email has been sent again today December 9th at 09:34 am looking to work with Mr. [redacted]. We are more than happy to help!

Hello [redacted]Thank you so much for your review! We greatly appreciate all of your time! Please know that a representative of OWC will be contacting you to assist you in this! We look forward to working with you on a resolution!

No resolution can be reached as the company is unwilling to replace their defective product with no penalty to me. All scenarios the company offered resulted in me losing money for their mistake, as such, have sold the drive to a 3rd party and used the funds towards a drive made by a company that stands by its customers. There is nothing this company can do to resolve this complaint and it will remain unresolved due to their negligence. [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]

Hello [redacted], Thank you for your review! We are very sorry for any frustration that has been caused due to this. When selling computers we put each unit through rigorous testing. The tests that we do match the tests completed by [redacted] on verified used machines. We also have [redacted] Certified Techs...

making sure that all computers are up to standards before shipping out. We 100% confirm before shipping out any computers we make sure they have never and do not have liquid damage. The 2 times that the computer was with us (before shipping and when sent back in for testing) the computer tested 100% and did not have any liquid damage. This damage had to be caused after we shipped back the unit for the 2nd time. At this time we see that you have filed a charge back and nothing further can be done at this time. If you have any questions about the status of the chargeback, you will need to contact your bank. Thank you for your time.

Hello [redacted], Thank you so much for your review and we are very sorry to hear about your experience with these SSDs. We would like to clarify that we do not have any known issues with these SSDs and we would love to speak with you further on this. Please know that a...

representative will be reaching out to you shortly to work towards a resolution. Thank you for all of your time and we look forward to agreeing on a fix!

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. I spoke to a customer service rep earlier who took down my credit card info in order to process the credit. They mentioned it should take between 4 - 10 days for the credit to post, but I don't expect that there will be in a problems. Thank you very much for your assistance in this matter.
Sincerely,
[redacted]

A full refund for the original purchase amount of $57.50 is being provided to the customer. The amount of failures experienced by the customer, while rare, shouldn't have occurred. The adapters we sell our Apple genuine and we stand behind that fact. FWIW the reviews and feedback for Apple's MagSafe...

even from their own site is 1.5 Stars out of 5: http://www.apple.com/shop/product/MD506LL/A/apple-85w-magsafe-2-power-adapte...⇄ this time we have reached out to the customer for his credit card information so the refund can be provided.

Initial Business Response /* (1000, 5, 2015/07/08) */
Hello[redacted]
Thank you so much for your feedback. Upon reviewing your account we can confirm that your original order was placed on September 16th, 2013. Regrettably, per our terms and policies of sale a full 30 days from the original...

invoice date to contact us and obtain an RMA. By that same token, OWC will accept product returns received within 40 days from the original invoice date with a valid RMA number and containing all original components.
(http://eshop.macsales.com/service/returnpolicy#s1)
We were also able to verify there have been failures with the SSDs that you have received in the past from OWC. We are very sorry for these failures and we are more than happy to support these failures under the SSD's 3 year warranty.
As a courtesy, OWC was able to provide an "advanced" replacement. We want to provide every available option to get a working unit to you as quickly as possible. This procedure does require a temporary hold of funds on your card, to which you agreed, until the original SSD has been returned to OWC. This is to ensure the return of the problematic SSD. At the time of return, the hold of funds will be dropped from your account. A charge is only taken after 15 days of non receipt of the defective drive. However, considering these circumstances, we will certainly extend this deadline for return if need be, so that data recovery may be attempted.
These failures are quite uncommon, and OWC will, and has made sure to get you a tested, working SSD back to you as quickly as possible. As this is a particularly atypical situation we have also offered to have your computer sent in for testing and diagnostics for no additional cost. The goal of this is to make sure that there are no unpredictable factors outside our control that may have been causing these failures. We hope to make sure that your computer and our SSD are living up to their full potential together.
OWC will be more then happy to further assist you in getting the SSD tested in your exact computer to make sure it is fully operational in your exact environment. While we are confident that we will avoid further failures, we would love to use this as an opportunity to ensure your satisfaction. A representative has been in contact with you and is more than willing to assist you further. Thank you again!
Be sure to vote for your favorite video in the OWC video commercial contest! Voting is now open until July 31,11:59pm Central time. Go here http://eshop.macsales.com/shop/video-contest/entries to see the videos and cast your vote - the lucky winner will receive a fantastic video workstation worth more than $12,000!
Sincerely,
[redacted]
Customer Service Social Media Evangelist
Other World Computing, Inc. (OWC)
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/07/31) */
The company refuses to take responsibility for the products the they sell that are clearly substandard. They will not allow me a full refund on the product, offeing me only about 60% of what I actually paid for the item. They refuse to help in any way, shape or form.
I am just asking for a refund for my product for the price I paid.
Final Business Response /* (4000, 14, 2015/08/03) */
Hello[redacted]
Thank you so much for your feedback. Upon reviewing your account we can confirm that your original order was placed on September 16th, 2013. Regrettably, per our terms and policies of sale link: http://eshop.macsales.com/service/returnpolicy#s1 :
"OWC recognizes that sometimes customers' wants and needs change and they may need to return a purchase. OWC would be pleased to assist you with a return for refund of many of our products within 30 calendar days. Availability for refund is determined at OWC's sole discretion.
(OWC acknowledges that our customers are busy people. That's why OWC extends our customers a full 30 days from the original invoice date to contact us and obtain an RMA. By that same token, OWC will accept product returns received within 40 days from the original invoice date with a valid RMA number and containing all original components. To ensure customer satisfaction, all internal hard drives carry an extended 90-day replacement policy.)"
We were also able to verify there have been failures with the SSDs that you have received in the past from OWC. We are very sorry for these failures and we are more than happy to support these failures under the SSD's 3 year warranty.
As a courtesy, OWC was able to provide an "advanced" replacement. We want to provide every available option to get a working unit to you as quickly as possible. This procedure does require a temporary hold of funds on your card, to which you agreed, until the original SSD has been returned to OWC. This is to ensure the return of the problematic SSD. At the time of return, the hold of funds will be dropped from your account. A charge is only taken after 15 days of non receipt of the defective drive. However, considering these circumstances, we will certainly extend this deadline for return if need be, so that data recovery may be attempted.
These failures are quite uncommon, and OWC will, and has made sure to get you a tested, working SSD back to you as quickly as possible. As this is a particularly atypical situation we have also offered to have your computer sent in for testing and diagnostics for no additional cost. The goal of this is to make sure that there are no unpredictable factors outside our control that may have been causing these failures. We hope to make sure that your computer and our SSD are living up to their full potential together.
OWC will be more then happy to further assist you in getting the SSD tested in your exact computer to make sure it is fully operational in your exact environment. While we are confident that we will avoid further failures, we would love to use this as an opportunity to ensure your satisfaction. A representative has been in contact with you and is more than willing to assist you further. Thank you again!

Complaint: [redacted]
I am rejecting this response because:  The response they are providing is a fabrication to get out of what happened.  I contacted my lawyer and he told me to contact the Revdex.com first which is what I did.  Next step is to get him involved.  If I accept this, their fabrication continues.  I'm not accepting it.  I'll accept what they plan to do about damaging my computer with a manufactured part that was so faulty it damaged my computer.  This needs to be taken care of and if OWC wants to go after the manufacturer of the battery go for it.Sincerely,
[redacted]

The customer was offered free technical troubleshooting, a standard replacement, the option for an Advanced Replacement RMA (we send you a new unit first with a temporary hold of funds that is removed on the return of the original product, NOTE: No charge is made), and we have also offered a full refund with a free pre-paid shipping label.We are more than happy to help this customer get a brand new unit or a full refund. None of our services would have resulted in the customer spending money. We would still love to work towards a resolution.We are also concerned the customer sold a potentially problematic drive to another party as receipt of the drive would be needed for warranty fulfillment.

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been caused. We are more than happy to assist you with resolving your drive issue.    Looking into your contacts with us we have been able to offer free technical troubleshooting, a standard replacement, the option for an Advanced Replacement RMA (we send you a new unit first with a hold of funds that is removed on the return of the original product), and we have also offered you a full refund with a free pre-paid shipping label.    We are more than happy to help you get a brand new unit or a full refund. We would love to work towards a resolution with you. If there is a different resolution that you would like, please let us know and we will be happy to work with you.

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]