VisionTek Products, LLC

Initial Business Response / [redacted] (1000, 5, 2014/03/12) */ Contact Name and Title: [redacted] Support Manag Contact Phone: [redacted] Contact Email: [redacted] @visiontek.com Based on the terms of our warranty, we can only cover our product if it is defectiveAny components damaged due to disaster, accident, and power application would not be covered under our warranty I have provided some of the terms of our warranty below: "The provisions of this warranty shall not apply if, in VisionTek's sole judgment, the product has been subjected to incidental damage including but not limited to the following: - Removal of Serial/Part number sticker(s) - Damaged while being installed - Damaged by software or hardware by someone other than VisionTek or by motherboard ncompatibility / design - Damaged by tampering, user error, disaster, misuse, neglect, abuse, accident, power supply, power application, alteration, repair, modification, a fix or replacement by an unauthorized technician that in any way affects its performance or reliability VisionTek's liability under this warranty, or in connection with any other claim relating to the Product, is limited to the repair or replacement, at VisionTek's option, of the product or portion of the product which is defective in manufacturing materialWarrantee assumes all risk of loss in transitThe returned products shall be the sole property of VisionTekVisionTek warrants the repaired or replaced Products will be free from manufacturing defects in material for the remainder of the warranty period No other warranties are expressed or implied, including but not limited to, any implied warranties of merchantability or fitness for a particular purposeIn no event shall VisionTek be liable for any consequential or incidental damages resulting from the use or installation of any VisionTek product, or the breach of any express or implied warrantiesVisionTek's liability to any warrantee with respect to any claim or loss arising out of this transaction or alleged to have resulted from an act or omission of VisionTek shall be limited to warrantee's cost of the VisionTek product." Here is the link to the complete information on our warranty for our power supplieshttp://www.visiontek.com/support/warranty/two-year.html Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/03/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I believe this warranty is not suitable for the failure of a PSUIt may be absolutely perfect for almost all other components of a computerHoweverTo allow such a half hazard product that comes with no instructions to its own operationAnd to have the company not know how it works in use is absolutely terrible and almost unethical business practiceYou are allowing consumers to put potentially thousands of dollars of hardware at risk because of terrible company policy and complete disregard for customer support and necessary informationI feel that it is absolutely monstrous to allow consumer to burn up hardware because your company fails to provide any kind of instructionAnd even worse not to cover damages when your unit fails due to poor manufacturing and design Final Business Response / [redacted] (4000, 11, 2014/04/07) */ The warranty for our power supply is comparable to other manufacturers in the marketWe have completed our research to ensure we are providing a competitive warranty for this particular product line in the industryWe would recommend that you do the same so you can see the terms and conditions of their warrantyMost, if not all, will only cover the repair or replacement of their product and will not cover any other components that may coincidentally or accidentally be damaged during the installation of their product We stand behind our product and will continue to provide warranty if our products are defective under the operating conditionsYou can see the full details on these conditions under our warranty on our website www.visiontek.com We would gladly proceed with the warranty service on your power supply if you would like us toYou will need to send the product to us and once it is received, we will send out a replacement that has been fully tested and ensure full functionality

Initial Business Response / [redacted] (1000, 5, 2015/05/26) */ Mr [redacted] , As explained in the email provided to you regarding your second RMA claim, the product is out of warranty, specifically because it was never registeredAs stated on our webpage "The product must be registered within days from the original date of purchase to receive this limited lifetime warrantyAll products not registered within days will only receive a year limited warranty." https://www.visiontek.com/warranty-information.html We initially overlooked the fact that you did not register the card, and were attempting to provide you service above and beyond what is required; however you made no attempt to contact VisionTek nor update Support regarding the status of your productAfter a period of time with absolutely no attempt of contact, we closed the Service Order Your product was not registered as required in the terms of our warranty, and despite this we attempted to process Service Order for you, yet you did not complete the requirements of the process and attempted to request another RMA one year laterA willingness to overlook a requirement once does not mandate we do so a second time While we understand that there are often difficulties beyond one's ability to control, there was ample opportunity to either ship the product in for service or contact support and request we keep the Service Order open longerNeither was attempted and as a result, the Service Order you were originally issued has been closed We cannot retroactively register your product, nor will we reopen a closed Service OrderThe requirements of registration, contacting Support in the event registration is not possible or difficult to complete, and to follow through with Service Order requests fall entirely upon the customer Your warranty claim is denied, because your product was never registered, the registration period has passed several years ago, and the default limited warranty coverage has lapsedIf you have registered the product, and are able to provide VisionTek with the registration information such as the name or email addressed used, we will gladly verify the registration and if the product is covered and then we will process a new Service Order with a reasonable timeframe requirementTo date, you have met none of those requirements Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their response is neglect of logicIf you look at the original purchase receipt and the date my 1st RMA was issued, it is near years after the date of purchaseSo if the card was within it's limited lifetime warranty then, how is it not now? It is not my fault they cannot find my registration info, nor is it odd that after nearly years I can't remember itThis is [redacted] poor customer service, and if necessary I will take this company to small claims court and let the judge ask the same question as iHow was the card covered a year ago, but not now! As I have all the proof I need to show that they would have replaced the card a year ago! Final Business Response / [redacted] (4000, 9, 2015/05/27) */ According to email correspondence with Mr [redacted] this matter has been resolved by VisionTek to his satisfaction, that he has informed the Revdex.com, and requested that this case be closed A copy of any necessary correspondence is available, as is any required follow up for further documentation VisionTek is working with Mr [redacted] to identify a suitable replacement for his product and will ship it to him after testing, once tracking information for his defective product is forwarded to us VisionTek requests this case be marked as resolved, closed, or otherwise noted that we have worked to satisfy the customer's request Thank you Final Consumer Response / [redacted] (2000, 11, 2015/05/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Visiontek has taken care of me and I'm very satisfied with the outcome

Initial Business Response / [redacted] (1000, 5, 2015/10/02) */ Good Morning, You originally contacted VisionTek on the 1st of August, and since then have received updates every two weeks or upon your requestYour latest status update was received in our inbox at 08:AM this morning, however the notification of this complaint was received at 07:AM Please be aware, there is no listed timeframe for the conclusion of a Service Order or RMA as we cannot guarantee a timelineThe Support Staff has followed company policy by inquiring as to the availability of a replacement product, as was in the process of identifying these possible solutions that I will list below The GB mSATA DLX SSD is currently out of stock, and we do not have an ETA available to tell you when it will be in stock and available to send as a replacement Our warranty states: "VisionTek reserves the right to replace any defective VisionTek product with an equivalent or superior product at VisionTek's sole discretionSuch replacement product may be a remanufactured product or manufactured using remanufactured components at VisionTek's optionThe repaired or replaced product will be covered by the same warranty as the original product." Under the DLX series, there is no superior product as the GB model is the highest capacity for that driveNor are similar or greater capacity non-DLX models of the drive available We did not want to replace your defective unit with a lower capacity drive, and did not attempt to replace it with the similar capacity drives in a non-DLX model because those products represent an item that is lower cost and therefore offering you lower value We want be certain you receive the same quality, value, and usability for your replacement drive as that you should have received with the originalHowever, there are no items available to replace your current model; all other models we have in stock of any mSATA SSD at this moment are all GB or less If the specific item you are requesting is out of stock, and no ETA is available, then it is reasonable to assume that there is no available substitution, otherwise you would have received itAs soon as a reasonable substitution is available, it will be shipped to you as rapidly as possible Currently, the only reasonable avenues we feel offers you the best service is to either ship you a GB DLX mSATA SSD as soon as they become available, or to ship you a GB non-DLX mSATA SSD as soon as they become availableIn either case, neither is available at the momentOur other option is to ship you a non DLX GB mSATA SSD, as soon as they are available, or to ship you a number of non DLX mSATA SSDs that in total will equal your current capacity ( x GB SSDs)With either of these options, will either prolong your wait, or offer you lower value We can also substitute your mSATA SSD for our GB Pocket SSD, which uses a USB interface and is of similar dollar value to your current product While we are extremely sorry for the inconvenience and frustration, we can't ship or replace a product that we don't haveWe can't provide an ETA when there is not one, and we can't upgrade to a superior product when you already have the most superior model of that product lineup If the Pocket SSD https://www.visiontek.com/solid-state-drives/visiontek-usb-pocket-ssd-240gb-deta...⇄ is an acceptable substitute, then I will direct the Support Staff to ship it today and send it overnight Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Two months for a memory chip waiting is long enough I will just take the mSATA SSD for our GB Pocket SSD I just want this to be over thank you Final Consumer Response / [redacted] (2000, 12, 2015/10/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes, I will accept " VisionTek 240GB USB Pocket SSD Drive" as the alternative replacement thx, Final Business Response / [redacted] (4000, 10, 2015/10/02) */ Good Afternoon, please clarifyAre you stating that the GB Pocket SSD is an acceptable alternative to your current product?

Hello Mr [redacted] We’re very sorry for the time and inconvenience this matter is costing youUnfortunately, to process a refund you must contact the retailer from whom you bought the cardPer the purchase information you provided, that is [redacted] VisionTek is unable to process a refund for a transaction conducted by an outside partyIf you contact [redacted] Customer Service, they may be able to assist you with a refund requestThey may also be able to assist you with an exchange for an identical or similar productIf you wish for a replacement product from VisionTek, then you must ship the product to our facility for testing and troubleshootingShould the Technicians discover any fault with the product, you will be provided with a tested replacement card, verified to be in working order before it is shipped to your locationHowever, as per our Warranty Information publicly viewable at https://www.visiontek.com [redacted] you must pay the cost of shipping the product to our facility“The warrantee shall pay the cost of returning the defective product to VisionTek's service center.” This has been our standard policy for many years; it compliant with U.Sand state laws, and mirrors the procedures or requirements of other companies in our area of industry, including most of our competitors and many retailersIf you wish us to provide warranty service to you, please ship the product to our facility and we will make it a priorityHowever, if thirty calendar days pass without VisionTek receiving the product, your Service Order will close in our automated system, and you must then contact us for further service

Initial Business Response / [redacted] (1000, 5, 2014/12/12) */ Contact Name and Title: [redacted] /Director Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] Dear Mr [redacted] : We sorry to hear of your experience and apologize for any frustration we may have caused youWe have investigated your concerns and our response processes and have learned the following: - We were unaware that the CAPTCHA was unusable for the blind and we have removed it to prevent any future difficulty for any customerThank you kindly for bringing this to our attention - The first email we received from you was 11/29/We sincerely apologize for not getting backing to you sooner as we were in the process of implementing a new repair process here which delayed our team from customer response dutiesWe will correct that immediately - We received the next inquiry from you on 12/8/and we replied in minutes to advise you we did not have your drive in stock, but would send a replacement to you when more were receivedWe would have sent out the next available model for replacement but unfortunately, those were out of stock as well - We received this complaint on 12/11/and as fate would have it, we received stock on 12/10/and sent out the replacement drive to you early on the morning of 12/11/as we wanted to test and verify the replacement unit to ensure full functionality To make some amends in this matter and to show our appreciation for you as our customer, we would like to send you at no cost our Seven Port Charge and Sync hubIt's very convenient for charging multiple devices simultaneously If our charging hub offer and/or the replacement unit is still an unacceptable response, we will honor your request and issue a refund if you provide us with a copy of your purchase receipt along with the replacement driveWe will cover the return shipment of the replacement drive back to our facility before we process the refund We hope our response and options offered to you do show our concern for your satisfaction Consumer Response / [redacted] (3000, 13, 2015/01/14) */ I am concerned that you have no record of the email sent on 11/and I have no bounce back for itas some one that deals with domain names and servers I know odd things happen from time to time and it probably means its time for me to find a different email provider My main issue was the time it took, and the lack of communicationprime example was that you shipped the replacement on the same day I filed this complaint, had I received a simple "your replacement is on its way!" email, I wouldn't have filed the complaint to me at least, if no replacement was in stock with in days an offer of a faster and or lager drive should have been made, as this is a cache drive for the intel rapid storage system on my computer I honestly would have accepted a 60GB replacement if it was as fast, or faster with the same or longer warranty as since this one failed with no warning at all (even though s.m.a.r.tis supported) I dont think I can trust it for critical data use (IRST is redundant, but I wouldn't put a swap file or o/s partition on it with this experience) please consider some kind of automated system for RMA's in the future to keep customers informed As for your offer of the usb charger, ironically I've been looking for one now that we have several USB chargeable devices some of which share one chargerI graciously accept Business Response / [redacted] (4000, 15, 2015/01/16) */ We do appreciate your feedback as we value our customers and we do strive in improving our process for the benefit of our customers In regards to the USB charger, here is the tracking # for the item which has shipped via [redacted] XXXXXXXXXXXXXXXPlease let us know if you have any questions Business Response / [redacted] (2000, 18, 2015/01/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/05/26) */
Mr***,
As explained in the email provided to you regarding your second RMA claim, the product is out of warranty, specifically because it was never registeredAs stated on our webpage "The product must be registered within
days from the original date of purchase to receive this limited lifetime warrantyAll products not registered within days will only receive a year limited warranty." https://www.visiontek.com/warranty-information.html
We initially overlooked the fact that you did not register the card, and were attempting to provide you service above and beyond what is required; however you made no attempt to contact VisionTek nor update Support regarding the status of your productAfter a period of time with absolutely no attempt of contact, we closed the Service Order
Your product was not registered as required in the terms of our warranty, and despite this we attempted to process Service Order for you, yet you did not complete the requirements of the process and attempted to request another RMA one year laterA willingness to overlook a requirement once does not mandate we do so a second time
While we understand that there are often difficulties beyond one's ability to control, there was ample opportunity to either ship the product in for service or contact support and request we keep the Service Order open longerNeither was attempted and as a result, the Service Order you were originally issued has been closed
We cannot retroactively register your product, nor will we reopen a closed Service OrderThe requirements of registration, contacting Support in the event registration is not possible or difficult to complete, and to follow through with Service Order requests fall entirely upon the customer
Your warranty claim is denied, because your product was never registered, the registration period has passed several years ago, and the default limited warranty coverage has lapsedIf you have registered the product, and are able to provide VisionTek with the registration information such as the name or email addressed used, we will gladly verify the registration and if the product is covered and then we will process a new Service Order with a reasonable timeframe requirementTo date, you have met none of those requirements
Initial Consumer Rebuttal /* (3000, 7, 2015/05/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their response is neglect of logicIf you look at the original purchase receipt and the date my 1st RMA was issued, it is near years after the date of purchaseSo if the card was within it's limited lifetime warranty then, how is it not now? It is not my fault they cannot find my registration info, nor is it odd that after nearly years I can't remember itThis is *** poor customer service, and if necessary I will take this company to small claims court and let the judge ask the same question as iHow was the card covered a year ago, but not now! As I have all the proof I need to show that they would have replaced the card a year ago!
Final Business Response /* (4000, 9, 2015/05/27) */
According to email correspondence with Mr*** this matter has been resolved by VisionTek to his satisfaction, that he has informed the Revdex.com, and requested that this case be closed
A copy of any necessary correspondence is available, as is any required follow up for further documentation
VisionTek is working with Mr*** to identify a suitable replacement for his product and will ship it to him after testing, once tracking information for his defective product is forwarded to us
VisionTek requests this case be marked as resolved, closed, or otherwise noted that we have worked to satisfy the customer's request
Thank you
Final Consumer Response /* (2000, 11, 2015/05/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Visiontek has taken care of me and I'm very satisfied with the outcome

Hello *** ***
Unfortunately, your warranty claim was
denied because you did not register the cardAccording to our webpage:
"The product must be registered within days from the original date of purchase to receive this limited lifetime warrantyAll products not registered within days will only receive a year " ***
These terms are identical in requirements to that of other manufacturers of similar products, including our direct competitors, and have been in place since the company's foundingOne the package, it mentions that the full warranty disclosure is available onlineYour proof of purchase shows that you bought the card in November of 2012, but did not register itTherefore your warranty coverage expired at the end of Excerpts from the warranty terms of similar companies:
Diamond Multimedia : http://*** "ALL Diamond MULTIMEDIA GRAPHICS CARDS NOT REGISTERERED WITHIN DAYS FROM THE ORIGINAL DATE OF PURCHASE WILL ONLY QUALIFY FOR THE ORIGINAL ONE YEAR WARRANTY."
*** *** "Limited Lifetime Warranties are available to the original owner on applicable parts if registered by the original owner within days of the date of purchase."

Upon investigating your situation and confirmation on our system, a service order * *** has been issued and emailed to you on 11/3/so you can send the defective card to our service center for repair or replacement. Kindly confirm if you have received this email. If you have not, we
can resend this information

Initial Business Response /* (1000, 8, 2015/01/27) */
***
As stated in our warranty terms, found on the link you were provided:
"Your sales receipt or invoice from an authorized VisionTek retailer, reseller, and distributor is your proof of purchase and is required to
establish purchase date and original purchaserExcept where prohibited by law the warranty is non-transferable."
When asked for proof of purchase, you provided a partial screenshot of a webpage showing the product, but not that you purchased itNeither seller information nor the condition of the item when it was purchased was presentWe are unable to verify that the item is an authentic product, or that the item is offered by an authorized retailer
In the event that that seller is an authorized retailer, then we will certainly honor our warranty terms if you are able to provide acceptable proof of purchaseIf the seller is not an authorized retailer, as listed in our list of partners below, then the warranty lies with them and they will have to contact us directly
***
Also, it is important to clarify some misunderstandingThe three year warranty does apply if you have registered the product within days after purchasing, as stated in the first paragraph of our three year warranty terms:
"All products not registered within days will only receive a year limited warranty."
If the date on the clipped screenshot you provided us is correct, then we must also verify that you have previously registered your product in order for you to receive the full year warrantyIf you have not previously done so, then the registration period has lapsed and you are qualified for the year warranty
***
The terms regarding an authorized retailer still apply, as does the requirement for you to provide adequate proof of purchaseIf you are able to meet those two requirements, then we will certainly honor the now year warranty of your SSDUntil such time, then we will continue to decline your request
Please feel free to contact VisionTek when you are able to provide the information we require to proceed; at that time we will revisit this issue and offer any assistance we are able
Initial Consumer Rebuttal /* (3000, 10, 2015/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, I have registered the products and so the year warranty still applies, please tell me if you believe otherwise
***
***
As it now stands, I have purchased two brand new Visiontek products with a year manufacturer warranty, which VisionTek has decided not to honor even though the listing specially shows that it's backed by VisionTek's year warranty
***So, I need an official statement from VisionTek asserting that the *** product is being sold with fraudulent manufacturer warranty claimsIt needs to be regarding this specific listing and not be a generic disclaimer so that I can take it to *** as clear evidence of fraud
Final Consumer Response /* (4200, 14, 2015/02/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please stop going in circlesVisionTek states that my *** purchase does not qualify for VisionTek's manufacturer warranty, so *obviously* I can not supply you with proof of purchase from another accepted merchantI am trying to get a simple factual statement from VisionTek that the listing is indeed being sold fraudulentlyYou should have observed the product I bought was *explicitly* sold with VisionTek's manufacturer warrantyIf the listing claims are fraudulent, then I'm asking VisionTek for an official statement asserting this so that I can use it as evidence of fraud on ***
***I find it very disturbing that VisionTek chooses to turn a blind eye and not do anything to address the sale of products with fraudulent VisionTek warranty***, VisionTek agreed under the *** to *clearly* disclose to customers "any guarantees or warranties accompanying a product", yet I read your warranty and was still mislead into believing you'd honor it for my purchaseSo while it might be clear to VisionTek, it is not clear to customersAt the very least the warranty should be modified to explicitly list the vendors that the manufacturer warranty is going to be restricted toNot doing this means VisionTek is enabling other consumers to become victims like me
Just to be clear VisionTek will not offer any kind of resolution whatsoever, nor will it do anything to address the warranty fraud that I fell victim to and continues to take place with the sale of VisionTek products?
Final Business Response /* (4000, 16, 2015/02/06) */
***
We are attempting to resolve the issue with you, but you have not supplied us with any proof of purchase whatsoeverYou have not supplied us with anything more than a clipped image that shows part of a web page, which we have retained and are able to make available to any party wishing to look into this matter further
We cannot verify that you bought the product you claim from the listing provided, because you have not provided us proof that you bought itAll that is in the screenshot image is a picture of the product, and the header title of the linkThere is nothing that states who purchased it, if it was purchased, and no transaction history whatsoeverUntil you meet those simple requirements, we are not able to proceed with any assistance
Every legitimate transaction produces a record of some sortSupply VisionTek a complete copy of that record, and we can attempt to work through this issue with youUntil that time, there is nothing for us to resolve

Initial Business Response /* (1000, 8, 2015/01/27) */
[redacted]
As stated in our warranty terms, found on the link you were provided:
"Your sales receipt or invoice from an authorized VisionTek retailer, reseller, and distributor is your proof of purchase and is required to establish...

purchase date and original purchaser. Except where prohibited by law the warranty is non-transferable."
When asked for proof of purchase, you provided a partial screenshot of a webpage showing the product, but not that you purchased it. Neither seller information nor the condition of the item when it was purchased was present. We are unable to verify that the item is an authentic product, or that the item is offered by an authorized retailer.
In the event that that seller is an authorized retailer, then we will certainly honor our warranty terms if you are able to provide acceptable proof of purchase. If the seller is not an authorized retailer, as listed in our list of partners below, then the warranty lies with them and they will have to contact us directly.
[redacted]
Also, it is important to clarify some misunderstanding. The three year warranty does apply if you have registered the product within 30 days after purchasing, as stated in the first paragraph of our three year warranty terms:
"All products not registered within 30 days will only receive a 1 year limited warranty."
If the date on the clipped screenshot you provided us is correct, then we must also verify that you have previously registered your product in order for you to receive the full 3 year warranty. If you have not previously done so, then the registration period has lapsed and you are qualified for the 1 year warranty.
[redacted]
The terms regarding an authorized retailer still apply, as does the requirement for you to provide adequate proof of purchase. If you are able to meet those two requirements, then we will certainly honor the now 1 year warranty of your SSD. Until such time, then we will continue to decline your request.
Please feel free to contact VisionTek when you are able to provide the information we require to proceed; at that time we will revisit this issue and offer any assistance we are able.
Initial Consumer Rebuttal /* (3000, 10, 2015/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, I have registered the products and so the 3 year warranty still applies, please tell me if you believe otherwise.
[redacted]
[redacted]
As it now stands, I have purchased two brand new Visiontek products with a 3 year manufacturer warranty, which VisionTek has decided not to honor even though the listing specially shows that it's backed by VisionTek's 3 year warranty.
[redacted]So, I need an official statement from VisionTek asserting that the [redacted] product is being sold with fraudulent manufacturer warranty claims. It needs to be regarding this specific listing and not be a generic disclaimer so that I can take it to [redacted] as clear evidence of fraud.
Final Consumer Response /* (4200, 14, 2015/02/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please stop going in circles. VisionTek states that my [redacted] purchase does not qualify for VisionTek's manufacturer warranty, so *obviously* I can not supply you with proof of purchase from another accepted merchant. I am trying to get a simple factual statement from VisionTek that the listing is indeed being sold fraudulently. You should have observed the product I bought was *explicitly* sold with VisionTek's manufacturer warranty. If the listing claims are fraudulent, then I'm asking VisionTek for an official statement asserting this so that I can use it as evidence of fraud on [redacted].
[redacted]I find it very disturbing that VisionTek chooses to turn a blind eye and not do anything to address the sale of products with fraudulent VisionTek warranty. [redacted], VisionTek agreed under the [redacted] to *clearly* disclose to customers "any guarantees or warranties accompanying a product", yet I read your warranty and was still mislead into believing you'd honor it for my purchase. So while it might be clear to VisionTek, it is not clear to customers. At the very least the warranty should be modified to explicitly list the vendors that the manufacturer warranty is going to be restricted to. Not doing this means VisionTek is enabling other consumers to become victims like me.
Just to be clear VisionTek will not offer any kind of resolution whatsoever, nor will it do anything to address the warranty fraud that I fell victim to and continues to take place with the sale of VisionTek products?
Final Business Response /* (4000, 16, 2015/02/06) */
[redacted]
We are attempting to resolve the issue with you, but you have not supplied us with any proof of purchase whatsoever. You have not supplied us with anything more than a clipped image that shows part of a web page, which we have retained and are able to make available to any party wishing to look into this matter further.
We cannot verify that you bought the product you claim from the listing provided, because you have not provided us proof that you bought it. All that is in the screenshot image is a picture of the product, and the header title of the link. There is nothing that states who purchased it, if it was purchased, and no transaction history whatsoever. Until you meet those simple requirements, we are not able to proceed with any assistance.
Every legitimate transaction produces a record of some sort. Supply VisionTek a complete copy of that record, and we can attempt to work through this issue with you. Until that time, there is nothing for us to resolve.

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,
Troy H[redacted]

Initial Business Response /* (1000, 5, 2014/12/12) */
Contact Name and Title:[redacted]/Director
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]
Dear Mr. [redacted]:
We sorry to hear of your experience and apologize for any frustration we may have caused you. We have...

investigated your concerns and our response processes and have learned the following:
- We were unaware that the CAPTCHA was unusable for the blind and we have removed it to prevent any future difficulty for any customer. Thank you kindly for bringing this to our attention.
- The first email we received from you was 11/29/14. We sincerely apologize for not getting backing to you sooner as we were in the process of implementing a new repair process here which delayed our team from customer response duties. We will correct that immediately.
- We received the next inquiry from you on 12/8/14 and we replied in 24 minutes to advise you we did not have your drive in stock, but would send a replacement to you when more were received. We would have sent out the next available model for replacement but unfortunately, those were out of stock as well.
- We received this complaint on 12/11/14 and as fate would have it, we received stock on 12/10/14 and sent out the replacement drive to you early on the morning of 12/11/14 as we wanted to test and verify the replacement unit to ensure full functionality.
To make some amends in this matter and to show our appreciation for you as our customer, we would like to send you at no cost our Seven Port Charge and Sync hub. It's very convenient for charging multiple devices simultaneously.
If our charging hub offer and/or the replacement unit is still an unacceptable response, we will honor your request and issue a refund if you provide us with a copy of your purchase receipt along with the replacement drive. We will cover the return shipment of the replacement drive back to our facility before we process the refund.
We hope our response and options offered to you do show our concern for your satisfaction.
Consumer Response /* (3000, 13, 2015/01/14) */
I am concerned that you have no record of the email sent on 11/29 and I have no bounce back for it. as some one that deals with domain names and servers I know odd things happen from time to time and it probably means its time for me to find a different email provider.
My main issue was the time it took, and the lack of communication. prime example was that you shipped the replacement on the same day I filed this complaint, had I received a simple "your replacement is on its way!" email, I wouldn't have filed the complaint.
to me at least, if no replacement was in stock with in 14 days an offer of a faster and or lager drive should have been made, as this is a cache drive for the intel rapid storage system on my computer I honestly would have accepted a 60GB replacement if it was as fast, or faster with the same or longer warranty as since this one failed with no warning at all (even though s.m.a.r.t. is supported) I dont think I can trust it for critical data use (IRST is redundant, but I wouldn't put a swap file or o/s partition on it with this experience)
please consider some kind of automated system for RMA's in the future to keep customers informed.
As for your offer of the usb charger, ironically I've been looking for one now that we have several USB chargeable devices some of which share one charger. I graciously accept.
Business Response /* (4000, 15, 2015/01/16) */
We do appreciate your feedback as we value our customers and we do strive in improving our process for the benefit of our customers.
In regards to the USB charger, here is the tracking # for the item which has shipped via [redacted] XXXXXXXXXXXXXXX. Please let us know if you have any questions.
Business Response /* (2000, 18, 2015/01/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Hello [redacted]Unfortunately, your warranty claim was denied because you did not register the card. According to our webpage:"The product must be registered within 30 days from the original date of purchase to receive this limited lifetime warranty. All products not registered within 30 days will...

only receive a 1 year " [redacted]These terms are identical in requirements to that of other manufacturers of similar products, including our direct competitors, and have been in place since the company's founding. One the package, it mentions that the full warranty disclosure is available online. Your proof of purchase shows that you bought the card in November of 2012, but did not register it. Therefore your warranty coverage expired at the end of 2013.Excerpts from the warranty terms of similar companies:Diamond Multimedia : http://[redacted]  "ALL Diamond MULTIMEDIA GRAPHICS CARDS NOT REGISTERERED WITHIN 30 DAYS FROM THE ORIGINAL DATE OF PURCHASE WILL ONLY QUALIFY FOR THE ORIGINAL ONE YEAR WARRANTY."[redacted] "Limited Lifetime Warranties are available to the original owner on applicable parts if registered by the original owner within 30 days of the date of purchase."

Hello Mr. [redacted] We’re very sorry for the time and inconvenience this matter is costing you. Unfortunately, to process a refund you must contact the retailer from whom you bought the card. Per the purchase information you provided, that is [redacted]. VisionTek is unable to process a refund for a...

transaction conducted by an outside party. If you contact [redacted] Customer Service, they may be able to assist you with a refund request. They may also be able to assist you with an exchange for an identical or similar product. If you wish for a replacement product from VisionTek, then you must ship the product to our facility for testing and troubleshooting. Should the Technicians discover any fault with the product, you will be provided with a tested replacement card, verified to be in working order before it is shipped to your location. However, as per our Warranty Information publicly viewable at https://www.visiontek.com[redacted] you must pay the cost of shipping the product to our facility. “The warrantee shall pay the cost of returning the defective product to VisionTek's service center.” This has been our standard policy for many years; it compliant with U.S. and state laws, and mirrors the procedures or requirements of other companies in our area of industry, including most of our competitors and many retailers. If you wish us to provide warranty service to you, please ship the product to our facility and we will make it a priority. However, if thirty calendar days pass without VisionTek receiving the product, your Service Order will close in our automated system, and you must then contact us for further service.

[redacted]
We are sorry to learn of [redacted] dissatisfaction and can appreciate his frustration over the delay. We received [redacted] defective but...

lifetime warrantied[redacted] graphics card near the end of December. We communicated several times via email to [redacted] that unfortunately we were out of stock of the card and because the card was not available, we would be delayed in providing him a replacement for this nearly three year old card version.
Finally, near the end of January we were able to provide another [redacted] card to [redacted] and shipped that card to him on January 30.
Our warranty terms on replacement products is very clearly stated on our site at the following link:
[redacted]
It states:
VisionTek reserves the right to replace any defective VisionTek product with an equivalent or superior product at VisionTek's sole discretion. Such replacement product may be a remanufactured product or manufactured using remanufactured components at VisionTek's option. The repaired or replaced product will be covered by the same warranty as the original product.
The card we sent [redacted] meets all of the specifications for a [redacted] card except the pin connectors for power. That difference, however, does not affect the performance of the card and thus does not make it "half the power of the old card" as [redacted] states. These newer style pins just make the card compatible with a newer computer.
Honoring [redacted] request for a [redacted] card is not a viable option for two reasons. As he states, "I run two videos cards in my computer for more power graphic processing power", he has his cards in what is referred to as a [redacted] configuration. A requirement of that configuration is that the two cards must be the same type. Therefore, a [redacted] would not work in his computer. Additionally, the [redacted] is far more expensive than a [redacted] and a request for such is not covered by our warranty replacement terms.
We now do have an exact replacement of the [redacted] card he originally bought from us (same pins as previous) and would be happy to send that to him upon return of the replacement [redacted] card sent January 30.
To keep [redacted] from experiencing any more delay as well as expense, we will pay for the shipping of the replacement card back to us and send the new replacement card out in an expedited, prepaid shipping method. Again, we are sorry for the frustration and manufacturing delay.
[redacted]
Final Consumer Response /* (2000, 7, 2014/02/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I dont agree, but as long as they can get me a replacement card in a timely manner I consider the case close.But If another two weeks go by and no card I will reopener this case.

Initial Business Response /* (1000, 5, 2015/10/02) */
Good Morning,
You originally contacted VisionTek on the 1st of August, and since then have received updates every two weeks or upon your request. Your latest status update was received in our inbox at 08:00 AM this morning, however the...

notification of this complaint was received at 07:00 AM.
Please be aware, there is no listed timeframe for the conclusion of a Service Order or RMA as we cannot guarantee a timeline. The Support Staff has followed company policy by inquiring as to the availability of a replacement product, as was in the process of identifying these possible solutions that I will list below.
The 240 GB mSATA DLX SSD is currently out of stock, and we do not have an ETA available to tell you when it will be in stock and available to send as a replacement.
Our warranty states: "VisionTek reserves the right to replace any defective VisionTek product with an equivalent or superior product at VisionTek's sole discretion. Such replacement product may be a remanufactured product or manufactured using remanufactured components at VisionTek's option. The repaired or replaced product will be covered by the same warranty as the original product." Under the DLX series, there is no superior product as the 240 GB model is the highest capacity for that drive. Nor are similar or greater capacity non-DLX models of the drive available.
We did not want to replace your defective unit with a lower capacity drive, and did not attempt to replace it with the similar capacity drives in a non-DLX model because those products represent an item that is lower cost and therefore offering you lower value.
We want be certain you receive the same quality, value, and usability for your replacement drive as that you should have received with the original. However, there are no items available to replace your current model; all other models we have in stock of any mSATA SSD at this moment are all 120 GB or less.
If the specific item you are requesting is out of stock, and no ETA is available, then it is reasonable to assume that there is no available substitution, otherwise you would have received it. As soon as a reasonable substitution is available, it will be shipped to you as rapidly as possible.
Currently, the only reasonable avenues we feel offers you the best service is to either ship you a 240 GB DLX mSATA SSD as soon as they become available, or to ship you a 480 GB non-DLX mSATA SSD as soon as they become available. In either case, neither is available at the moment. Our other option is to ship you a non DLX 240 GB mSATA SSD, as soon as they are available, or to ship you a number of non DLX mSATA SSDs that in total will equal your current capacity ( 2 x 120 GB SSDs). With either of these options, will either prolong your wait, or offer you lower value.
We can also substitute your mSATA SSD for our 240 GB Pocket SSD, which uses a USB 3.0 interface and is of similar dollar value to your current product.
While we are extremely sorry for the inconvenience and frustration, we can't ship or replace a product that we don't have. We can't provide an ETA when there is not one, and we can't upgrade to a superior product when you already have the most superior model of that product lineup.
If the Pocket SSD 900719 https://www.visiontek.com/solid-state-drives/visiontek-usb-pocket-ssd-240gb-deta...⇄ is an acceptable substitute, then I will direct the Support Staff to ship it today and send it overnight.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Two months for a memory chip waiting is long enough.
I will just take the mSATA SSD for our 240 GB Pocket SSD
I just want this to be over.
thank you
Final Consumer Response /* (2000, 12, 2015/10/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, I will accept "
VisionTek 240GB USB 3.0 Pocket SSD Drive"
as the alternative replacement.
thx,
Final Business Response /* (4000, 10, 2015/10/02) */
Good Afternoon, please clarify. Are you stating that the 240 GB Pocket SSD is an acceptable alternative to your current product?

Initial Business Response /* (1000, 5, 2014/03/12) */
Contact Name and Title: [redacted]Support Manag
Contact Phone: [redacted]
Contact Email: [redacted]@visiontek.com
Based on the terms of our warranty, we can only cover our product if it is defective. Any components damaged due to...

disaster, accident, and power application would not be covered under our warranty.
I have provided some of the terms of our warranty below:
"The provisions of this warranty shall not apply if, in VisionTek's sole judgment, the product has been subjected to incidental damage including but not limited to the following:
- Removal of Serial/Part number sticker(s)
- Damaged while being installed
- Damaged by software or hardware by someone other than VisionTek or by motherboard ncompatibility / design
- Damaged by tampering, user error, disaster, misuse, neglect, abuse, accident, power supply, power application, alteration, repair, modification, a fix or replacement by an unauthorized technician that in any way affects its performance or reliability.
VisionTek's liability under this warranty, or in connection with any other claim relating to the Product, is limited to the repair or replacement, at VisionTek's option, of the product or portion of the product which is defective in manufacturing material. Warrantee assumes all risk of loss in transit. The returned products shall be the sole property of VisionTek. VisionTek warrants the repaired or replaced Products will be free from manufacturing defects in material for the remainder of the warranty period.
No other warranties are expressed or implied, including but not limited to, any implied warranties of merchantability or fitness for a particular purpose. In no event shall VisionTek be liable for any consequential or incidental damages resulting from the use or installation of any VisionTek product, or the breach of any express or implied warranties. VisionTek's liability to any warrantee with respect to any claim or loss arising out of this transaction or alleged to have resulted from an act or omission of VisionTek shall be limited to warrantee's cost of the VisionTek product."
Here is the link to the complete information on our warranty for our power supplies. http://www.visiontek.com/support/warranty/two-year.html.

Initial Consumer Rebuttal /* (3000, 7, 2014/03/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I believe this warranty is not suitable for the failure of a PSU. It may be absolutely perfect for almost all other components of a computer. However. To allow such a half hazard product that comes with no instructions to its own operation. And to have the company not know how it works in use is absolutely terrible and almost unethical business practice. You are allowing consumers to put potentially thousands of dollars of hardware at risk because of terrible company policy and complete disregard for customer support and necessary information. I feel that it is absolutely monstrous to allow consumer to burn up hardware because your company fails to provide any kind of instruction. And even worse not to cover damages when your unit fails due to poor manufacturing and design.
Final Business Response /* (4000, 11, 2014/04/07) */
The warranty for our power supply is comparable to other manufacturers in the market. We have completed our research to ensure we are providing a competitive warranty for this particular product line in the industry. We would recommend that you do the same so you can see the terms and conditions of their warranty. Most, if not all, will only cover the repair or replacement of their product and will not cover any other components that may coincidentally or accidentally be damaged during the installation of their product.
We stand behind our product and will continue to provide warranty if our products are defective under the normal operating conditions. You can see the full details on these conditions under our warranty on our website www.visiontek.com.
We would gladly proceed with the warranty service on your power supply if you would like us to. You will need to send the product to us and once it is received, we will send out a replacement that has been fully tested and ensure full functionality.

Initial Business Response /* (1000, 5, 2015/05/26) */
Mr. [redacted],
As explained in the email provided to you regarding your second RMA claim, the product is out of warranty, specifically because it was never registered. As stated on our webpage "The product must be registered within 30 days...

from the original date of purchase to receive this limited lifetime warranty. All products not registered within 30 days will only receive a 1 year limited warranty." https://www.visiontek.com/warranty-information.html
We initially overlooked the fact that you did not register the card, and were attempting to provide you service above and beyond what is required; however you made no attempt to contact VisionTek nor update Support regarding the status of your product. After a period of time with absolutely no attempt of contact, we closed the Service Order.
Your product was not registered as required in the terms of our warranty, and despite this we attempted to process Service Order for you, yet you did not complete the requirements of the process and attempted to request another RMA one year later. A willingness to overlook a requirement once does not mandate we do so a second time.
While we understand that there are often difficulties beyond one's ability to control, there was ample opportunity to either ship the product in for service or contact support and request we keep the Service Order open longer. Neither was attempted and as a result, the Service Order you were originally issued has been closed.
We cannot retroactively register your product, nor will we reopen a closed Service Order. The requirements of registration, contacting Support in the event registration is not possible or difficult to complete, and to follow through with Service Order requests fall entirely upon the customer.
Your warranty claim is denied, because your product was never registered, the registration period has passed several years ago, and the default limited warranty coverage has lapsed. If you have registered the product, and are able to provide VisionTek with the registration information such as the name or email addressed used, we will gladly verify the registration and if the product is covered and then we will process a new Service Order with a reasonable timeframe requirement. To date, you have met none of those requirements.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their response is neglect of logic. If you look at the original purchase receipt and the date my 1st RMA was issued, it is near 4 years after the date of purchase. So if the card was within it's limited lifetime warranty then, how is it not now? It is not my fault they cannot find my registration info, nor is it odd that after nearly 5 years I can't remember it. This is [redacted] poor customer service, and if necessary I will take this company to small claims court and let the judge ask the same question as I. How was the card covered a year ago, but not now! As I have all the proof I need to show that they would have replaced the card a year ago!
Final Business Response /* (4000, 9, 2015/05/27) */
According to email correspondence with Mr. [redacted] this matter has been resolved by VisionTek to his satisfaction, that he has informed the Revdex.com, and requested that this case be closed.
A copy of any necessary correspondence is available, as is any required follow up for further documentation.
VisionTek is working with Mr. [redacted] to identify a suitable replacement for his product and will ship it to him after testing, once tracking information for his defective product is forwarded to us.
VisionTek requests this case be marked as resolved, closed, or otherwise noted that we have worked to satisfy the customer's request.
Thank you.
Final Consumer Response /* (2000, 11, 2015/05/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Visiontek has taken care of me and I'm very satisfied with the outcome