ComplaintsforSanDisk Corporation

• Initial Complaint

  07/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In june 7 2024 i sent my sandisk extreme pro 4 TB for replacement it broke under warranty i send it to the service center for replacement sent via **** **********************, up to now july 12 2024 i have not received anything back i have contacted costumer service more than 7 times via email chat and phone and the only thing they tell me is that they are investigating, Im tired of waiting i use this for my work its very important to me. its been more than a month and nothing has been sent to me. Case #: ******* Reference #: 240607-000579

  Business response

  07/25/2024

  Thank you for providing the communication for your case ******** for ***************************, Western Digital is eager to provide a resolution or clarification for all customer concerns. We are committed to meeting all our warranty obligations to our customers. In review of the ********************** complaint, we did locate a case for the customer that is clearly documented.
  
  We are currently investigating the issue concerning the customers warranty claim to understand the cause for delay. We apologize for any inconvenience this situation may have caused.
  
  We are committed to resolving this issue as quickly as possible and will keep the customer updated on our progress.
  
  If *************************** wishes to discuss this further, customer can contact us directly by calling WD Support at **************
  
  

  Customer response

  08/06/2024

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

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bought a micro sd card from this company. The card and/or their application Is defective. I've spent hours on the phone with their technicians trying to get it to work. Still nothing. I asked for a refund and now they are ignoring me. Researched the Web and found out that alot of other customers are having the exact same issues.

  Business response

  07/15/2024

  Thank you for providing the communication for your case ******** for ***********************, Western Digital is eager to provide a resolution or clarification for all customer concerns. We are committed to meeting all our warranty obligations to our customers. In review of the ********************** complaint, we did locate a case for the customer that is clearly documented.
  
  The case number ******** indicates the customer wanted to return their ********************** microSD memory card for replacement. Our case notes indicate the product was purchased from a nonauthorized vendor. For customer satisfaction we approved an RMA for the product. We sent an approval email to *********************** using the email on record. We provided instructions on how to return the product and a *** shipping label to facilitate the return.
  
  When the original product is returned, physically inspected, and verified for authenticity, we will help provide a replacement product.
  
  

  Customer response

  07/16/2024

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

• Initial Complaint

  07/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  So bought an SanDisk ibi, the Smart Photo Manager for Organizing and Sharing 6 years after the system is developed and deployed they are shutting down being able to use it to ummm store and organize media and they are taking away remote access so now i have two devices that literally become useless if they make a mistake and need to be reconnected to wifi or if my network name changes... why is that ok? With no tool to use the devices at all they are even purposely creating e-waste. False advertisement and data theft seems like thing companies shouldnt be allowed to do... then the fact that they are junking potentially millions of devices. Its shameful all around. Now i was offered a hard drive so i could try to transfer data but only if i have an invoice for one that my parent's bought for me as a gift... which duh i dont have but either way since they are hamstringing everything about hte device seem like a 3 tb hard drive for that data on all 3 of mine is a more then fair solution what they should be force to do is buy 3 tb of online storage indefinitely so i can access it remotely like the device provides. I did provide invoice for my original purchase but the ones my parents gave me as gifts i have no such information. This appears to be solely motivated the cost to protect their system from cyber attacks Non of their advertisements or features content in reviews listed any expiration date...Seems like i should get 3 1tb usb hard drives or 1 at least 3 tb usb hard drive so my data isnt stolen from me based on them shutting an app down would be fair. ************************************************************************************************************************.

  Business response

  07/11/2024

  Thank you for providing the communication for your case ******** for *******************, Western Digital is eager to provide a resolution or clarification for all customer concerns. We are committed to meeting all our warranty obligations to our customers. In review of the ********************** complaint, we did locate a case for the customer that is clearly documented.
  
  The case number ******** indicates the customer is concern that their ********************** ibi 1TB Smart Photo Manager storage device has reached its end of support. As a reminder, based on the product support lifecycle starting August 31, 2024, there will be no software updates to the ibi devices, Android and iOS mobile apps, and web app. After August 31, 2024, your device(s) will no longer have remote access, receive security updates, or be eligible for technical support. As a result, you will only be able to access your device(s) and content locally, if local access is enabled before August 31, 2024. If you are still using your ibi device(s), you can continue to access it using the mobile and web apps until that date. However, when there are changes in the operating system and services that ibi integrates with, product features might stop working and will no longer be supported. Your data will still be accessible on your device(s) if local access is enabled before August 31, 2024.
  
  End Of Support and Service for ibi: ***************************************************************;
  
  If ******************* wishes to discuss this further, customer can contact us directly by calling SanDisk Support at **************
  
  

  Customer response

  07/13/2024

   
  Complaint: 21934151
  
  I am rejecting this response because:
  No remedy given. The problem is a direct response from the company being hacked nothing else. They are worried about liability. This didn't give them cause to restrict access to features promised on advertising. It states it's a reply for online storage. To be a real replacement it would have to work on going. This a a shady form letter joke response. Drafted no doubt by lawyers more interested in liability from their breeches rather then caring about how customers should be treated. Wd messed up **********************. The near monopoly on storage seems to be creating problems already...
  Sincerely,
  
  *******************

  Business response

  07/25/2024

  We understand your concern regarding the end of support for your storage device.
  
  As previously communicated, the device has reached its end of support as of August 31, 2024. This means that there will be no further software updates, remote access, or technical support available. The device will only be accessible locally, assuming local access was enabled before the end date.
  
  For more details, please visit our End Of Support and Service page here: **********************************************************
  
  

  Customer response

  08/05/2024

   
  Complaint: 21934151
  
  I am rejecting this response because:
  You sold a device as a replacement for online storage. It might be ok if you left local control set up but you are essentially bricking these. All because you want to save money for securing you it info structure. You bought sandisk you should stand behind the products it made not s**** everyone who bought one. Your saving money shouldn't come at the expense of customers who were promised the world then had it taken away because you an computer storage company can't secure. Gotta wonder if your best monopoly on hard drives had given you the confidence to s**** everyone with a my net or sandisk ibi since there's no competition doing the same any more since you bought them. Stems like you bought most the industry to avoid having to actually compete. Either way if you are going to cripple the device why not through a respectable nas os and make the app a general nas control app? There is even open source software to help your team learn to do it.  Make the usb port a set up. Maybe make it so standard usb is and to change settings or at least allow Ethernet connection through the usb to work as a back up to connect and change WiFi. Your are crippling the device at expense of customer it security. Luckily any changes that lead to losed data or breaches you **** full responsibility for right?
  Sincerely,
  
  *******************

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 512GB flash drive last year and tried to play videos on my smart Tv and everything skips and the files doesnt play consistently. I tried formatting the drive and loaded videos on it again and the same thing. They make is so hard to return the item. I took a picture and sent in the serial number of the flash drive. I talked with an agent from overseas and I could hardly understand him.

  Business response

  06/17/2024

  Thank you for providing the communication for your case ******** for *************************, Western Digital is eager to provide a resolution or clarification for all customer concerns. We are committed to meeting all our warranty obligations to our customers. In review of the ********************** complaint, we did locate a case for the customer that is clearly documented.
  
  The case number ******** indicates the customer wanted to return their ********************** Ultra Luxe Flash Drive for replacement. Our case notes indicate we sent an email to ************************* using the email on record on Wednesday, February 14, 2024 asking for proof of purchase and front and back photos of the product for validation. Unfortunately, the customer did not reply to our email communication and their support case was closed. SanDisk support center will reach out to the customer again to provide help validating their product to determine the products warranty period.
  
  If ************************* wishes to discuss this further, customer can contact us directly by calling SanDisk Support at **************
  
  

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a SanDisk Extreme Portable SSD from Amazon in 9/2021. Drive died within warranty in 3/2023. I reached out and received an ***. Sent the drive to them on 3/29/23. Haven't received any drive back from them. They claim they "[are] currently experiencing a service outage due to which we are unable to create a warranty replacement. We are working to restore service, once the outage is cleared, we will surely create a warranty replacement for the drive. I would request you to allow us some time." I have allowed them a week and haven't been updated. It's been almost a month since the *** and I have no drive. I can't reply to their message because their support system is locked behind an account that claims I don't have the right password, and trying to reset the password doesn't work, as the system immediately tells me the "link expired' and that I need to request another one. I have requested another one several times and it never sends. I don't have time to play games with this company and I want another drive from them, as I haven't been refunded and am owed one since their drive they sold me was clearly defective enough to issue an ***.

  Business response

  05/11/2023

  Thank you for providing the communication for your case ******** for *************************, Western Digital is eager to provide a resolution or clarification for all customer concerns. We are committed to meeting all our warranty obligations to our customers. In review of the Better Business Bureau complaint, we did locate a case for the customer that is clearly documented.
  
  The case number ******** indicates the customer wanted to return their ********************** Extreme Portable SSD 1TB external storage device for replacement. Our case notes indicate we approved an RMA for the product. We sent an approval email to ************************* using the email on record. We provided instructions on how to return the product and a *** shipping label to facilitate the return. We shipped a replacement product to the customer on Saturday, May 6, 2023. We apologize for the delay and inconvenience caused to the customer.
  
  If ************************* wishes to discuss this further, customer can contact ** directly by calling WD Support at **************
  
  

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company has been a nightmare to deal with. First, I had a disk that was defective; that can happen, but the response has been beyond negligent. It was under warranty, Incident: 220802-000328. The company allegedly sent a replacement in early January, but it never arrived. I alerted *** and Sandisk, and never heard anything from either for 2+ months. After wasting more than 5 hours, I found out *** had refunded Sandisk, which never let me know, or replied to 5 emails. I need this disk 2 months ago, and Sandisk has been infuriating. An item can be defective, and a replacement can get lost, but theres no excuse for not telling me they were refunded, responding to multiple emails over two months, or sending a replacement.

  Business response

  04/05/2023

  Thank you for providing the communication for your case ******** for ******************************, Western Digital is eager to provide a resolution or clarification for all customer concerns. We are committed to meeting all our warranty obligations to our customers. In review of the Better Business Bureau complaint, we did locate a case for the customer that is clearly documented.
  
  The case number ******** indicates the customer wanted to return their ********************** Ultra 64GB memory card for replacement. Our case notes indicate we approved an RMA for the product. We sent an approval email to ***************************** using the email on record. We provided instructions on how to return the product and a *** shipping label to facilitate the return. We shipped a replacement product to the customer on 01/04/2023. Customer claimed the replacement product was not receive and a claim was opened with the courier to determine where the package had been delivered. We have reached out to the courier to gather the results of the claim. WD support will contact the customer with an update.
  
  If ***************************** wishes to discuss this further, customer can contact us directly by calling WD Support at **************
  
  

  Customer response

  04/27/2023

   
  Complaint: 19611388
  
  I am rejecting this response because: the below shows more shocking negligence and disrespect.  I emailed them over and over andbover and hit no reply, wasted hour after hour, had to buy a replacement months ago. They received the refund from the carrier monthsxago and never told me. They eventually emailed me in April to claim they are out of stock (and i should wait even longer) which  is not only absurd but contradicts everything they say here.
  Nothing they say can be trusted. Thus has gone on month after month after month, and I still have received nothing. 
  Sincerely,
  
  *****************************

  Business response

  05/18/2023

  We received confirmation from the courier and the initial shipment was marked as lost in transit by the courier. Another replacement product was shipped to the customer today Thursday, May 18, 2023 via *** and should be delivered to the customer within a few days. We have notified the customer of the resolution with shipping details via email. Thank you for your patience and understanding.

   

  Customer response

  05/20/2023

   
  Complaint: 19611388
  
  I am rejecting this response because:
  Im not home so cant confirm what was sent: the replacement is 3+ months late, and I had to buy my own, and waste an absurd number of hours, because the company was so unresponsive. I asked for three disks to make up for it, and they didnt specify if they were sent. Please keep the complaint open until July so I can follow up.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  01/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This complaint is due to SanDisk's failure to honor their warranty, as stated on their website and within the packaging of their products. I have a product that I bought, which is still within the warranty period, was told numerous times that the *** was approved, yet they never send the information they describe, via e-mail as promised so that I can send the defective drive back. Therefore, I have to go on their website and do a chat session each time, to be told the same thing and yet the same results. It seems as if the process has been designed to be difficult so that the customer gives up, therefore saving the company money in the end, by not having to stand behind their products. I've attached the proof of purchase to this complaint. I initially filed my *** request on 12/18/22 and was told that it would be approved and just needed to send in the proof of purchase, which was provided the same day. I then got no response to the documentation I provided. I followed up with them on 1/4/23 via chat and was told that the *** would then be approved "within ***** minutes" of our conversation. It's now 1/5/23 and I've been told today that the *** has not been approved. I've wasted countless hours of time, which I will never get back.My *** Number is: 221218-001735

  Business response

  02/22/2023

  Thank you for providing the communication for your case ******** for *******************, Western Digital is eager to provide a resolution or clarification for all customer concerns. We are committed to meeting all our warranty obligations to our customers. In review of the Better Business Bureau complaint, we did locate a case for the customer that is clearly documented.
  
  The case number ******** indicates the customer wanted to return their ********************** Extreme Portable 1TB SSD for replacement. Our case notes indicate we approved an RMA for the product. We sent an approval email to ******************* using the email on record. We provided instructions on how to return the product and a *** shipping label to facilitate the return. We shipped a replacement product to the customer on Thursday, January 12, 2023 and delivered to the customer on Monday, January 16, 2023. We apologize for the delay and inconvenience caused to the customer. 
  
  If ******************* wishes to discuss this further, customer can contact us directly by calling WD Support at **************
  
  

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, i purchased a Sandisk 400gb micro sd about 2 - 3 years ago (probably less, can't remember for sure) on Amazon, a legit Sandisk 400gb (which cost me a lot back then) and which was sold by Sandisk if ******** is right.Yesterday, when i went to use it, everything on it went corrupted, when looking at the life of the micro sd, it seems out of luck. I have purchased a lot of Sandisk micro sd and generally they do not die especially considering i do not use them a lot.I'd like to use the warranty but as i have been on the site trying to make send a warranty request. It always give me an error and it won't send the request. This is the link where i have sent the request: *************************************************. is 8287DVKHXOLE For this reason, i had to make a complaint through here.I'd appreciate to get a replacement as soon as possible.Thank you.

  Business response

  02/22/2023

  Thank you for providing the communication for your case ******** for ***************************, Western Digital is eager to provide a resolution or clarification for all customer concerns. We are committed to meeting all our warranty obligations to our customers. In review of the Better Business Bureau complaint, we did locate a case for the customer that is clearly documented.
  
  The case number ******** indicates the customer wanted to return their ********************** Ultra ***** MicroSD memory card for replacement. Our case notes indicate customer contacted our support center on Friday, December 30, 2022 and received assistance with troubleshooting and warranty claim to replace the failed product. We approved an RMA for the product and an email sent to *************************** using the email on record. We provided instructions on how to return the product to facilitate the warranty claim. SanDisk received the customers product on Friday, January 13, 2023. The product is processed within **** business days from the inventoried date. We shipped a replacement product to the customer on Wednesday, January 25, 2023 and delivered to the customer on Saturday, January 28, 2023. We did not see any delays or discrepancies with the customers request for assistance. The customers request is now resolve. 
  
  If *************************** wishes to discuss this further, customer can contact us directly by calling WD Support at **************
  
  

• Initial Complaint

  07/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  product has a 5 year warranty, opened a dispute with them regarding repair/replacement on 6/17/22. The claim department was anything but helpful. I had to restate the problem to them several times with them trying to troubleshoot the problem after an active case was already open. Finely received a RMA 6/24/22 and mailed the memory disk back to them. Confirmed they received the defective unit 6/29/22 but the case is still wait on pending shipment of defective device. At this point i want this escalated to someone beyond outsourced people who will throw any reply back to you to mark it as responded. This feels intentionally delayed and i just want my warranty item replaced.

  Business response

  02/22/2023

  Thank you for providing the communication for your case ******** for ***************, Western Digital is eager to provide a resolution or clarification for all customer concerns. We are committed to meeting all our warranty obligations to our customers. In review of the Better Business Bureau complaint, we did locate a case for the customer that is clearly documented.
  
  The case number ******** indicates the customer wanted to return their ********************** Ultra Fit 128GB Flash Drive for replacement. Our case notes indicate we approved an RMA for the product. We sent an approval email to *************** using the email on record. We provided instructions on how to return the product and a *** shipping label to facilitate the return. We shipped a replacement product to the customer on Monday, August 8, 2022. We apologize for the delay and inconvenience caused to the customer regarding this matter.
  
  If *************** wishes to discuss this further, customer can contact us directly by calling WD Support at **************
  
  

  Customer response

  03/12/2023

   
  Complaint: 19307241
  
  I am rejecting this response because:

  
  I opened this complaint July 2022.  This response comes more than 6 months after that complaint.  Why would I do repeat business with you again???

  horrible customer support. 

  
  Sincerely,
  
  ***************

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  SanDisk doesn't provide any way to delete your account or retrieve personal data. Their privacy policy provides absolutely no contact information and they've left fields blank where the contact email should go. ************************************************ Here is an excerpt from their terms: "You may notify the company under these terms, and send questions to the company, at ."

  Business response

  02/22/2023

  Thank you for providing the communication for your case ******** for ***************************************, Western Digital is eager to provide a resolution or clarification for all customer concerns. We are committed to meeting all our warranty obligations to our customers. In review of the Better Business Bureau complaint, we did locate a case for the customer that is clearly documented.
  
  The case number ******** indicates the customer wanted to delete all personal information from SanDisk community public forums. The request escalated internally to have a forum administrator delete all related data pertaining to the customers community forums account. We notified the customer on Friday, July 1, 2022 that all data has been remove from the SanDisk community forms at their request. We did not hear back from customer and the matter has been close. 
  
  If *************************************** wishes to discuss this further, customer can contact us directly by calling WD Support at **************
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩