Dismally bad warranty service.
Ordered an NVMe SSD (2tb P3 Plus) online a couple of years ago with a 3 year warranty. Well the SSD failed (lost my data but that's my fault for not backing up). Contacted crucial who offered to replace it RMA #SGS99470272. Sent back the broken SSD special delivery, by business laptop needed a replacement. Found it it would take them up to 10 working days just to process the return. Well I waited the 10 days and when 10 days had elapsed since them receiving the SSD (Got a notification of the delivery time from the courier) I emailed the company. I got a very rude email that terms and conditions state that up to 10 days are needed and that they had till the end of the day. That was not technically correct but hey I waited until the next day and they said that because of some issue with their system that they had not issued a replacement order and so they did so and I should expect an email for dispatch in 24-48 hours, was given a return order number #610389564. I called 3 days later asking for an update, and why I got no dispatch email. They apologised again, and said problems with their ordering system meant that the dispatch did not happen. Well after another week no dispatch email so phoned again. They told me again about problems with the system. Although I asked them why it was so hard to send out a replacement, they said that it was out of stock. Now over a month since the SSD failed an no return. Been told again they will generate a dispatch order, but as it is not in stock no idea when it will arrive to me!
Update: phoned up today (9th April 25), spoke to customer service. They said maybe in stock in 5-7 business days. I'll wait till then to see if anything comes about.
Update 2 (later same day): Now, got an email from the team, new update for item back in stock is the 23rd May 2025, so over a month away, not sure where the previous estimate came from...
(Update 3 - 10th April) I responded to yesterday's email enquiring if I could do anything to speed up the process. I asked if I could pay to upgrade to another product that is in stock or maybe get a refund so I could purchase from somewhere I could get a part. Got a response saying they would dispatch a different part (slightly updated model - P310) free of charge and I should have details in 24 hours. This is looking more hopeful now, and the team are now responding well to my enquires. Will keep updated.
Update 4 - 14th April
Well maybe my previous post was a little over optimistic, we are now another 4 days on, I've sent an email to enquire why there is no update but I've heard nothing. Call centre closed today, I'll try again tomorrow I suppose.
Update 5 - 15th April
Called again today and they have bow dispatched the replacement! Hopefully will arrive no problems. Will update wen it arrives. Only taken about a dozen phone calls and a dozen emails.
Reply from Crucial.com
Hello Sam,
Thank you for purchasing from the Crucial website and for your feedback.
We are very sorry for the inconvenience this may have caused. We completely understand the frustration that comes with a setback like this. We have reviewed the order details on priority and the order is in transit which has shipped via express shipping UPS. You have received the tracking details via email and request you to track the order suing the same link. The order will be delivered within 3-5 business days.
Thanks again for your business and feedback and hope you have a great rest of your day!
Meanwhile, if you have any further query, please feel free to reach out to us.
You can also visit our contact page: https://www.crucial.com/support/contact to know about other ways to reach out to us.
Regards,
Crucial
