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  • Report:  #1312543

Complaint Review: Macsales.com

Macsales.com OWC, Otherworldcomputing Return policy and warranty is restrictive... loyal customer very unhappy Woodstock Illinois

  • Reported By:
    johnkim — Mangilao Ohio Guam
  • Submitted:
    Tue, June 21, 2016
  • Updated:
    Wed, July 06, 2016
*UPDATE Employee: Aura SSD Follow-Up *Author of original report: Why is OWC offering me an incompatible enclosure?

I bought a 240GB OWC Mercury Aura 2010/2011 6G SSD my MacAir about a year ago invoice 

4479367 dated April 15 2015.

 

After experiencing continual slowing of my computer, trying different solutions including using a Time Machine backup and fresh install of MAC OS. I finally sent my MacAir to the local MAC Repair facility.

 

They concluded that despite their efforts (including a fresh OS install) the OWC Aura SSD was defective.  They replaced it with another SSD and now my laptop is operating in tiptop shape.

 

Since the product comes with a 3 yr warranty, I contacted OWC Sales to inquire about a replacement.  The technician was helpful and offered an RMA OWC RMA: 483166G2R-P-AH (NMJ-954-11931).

 

I stated that since the SSD was already replaced by the local repair shop, I intended to use the the replacement as a standalone SSD external storage device.  However, the CS Rep was told by his techncian that the SSD was propietary to OWC, no enclosure was commerciably available.

I stated I had no need for TWO SSDs so I suggested OWC simple give me a store credit so that I can purchase an external SSD ontheir website.

I was told that only a replacement would be offered, no store credit.  No exceptions

 

I am filing this report since it is not common sense to reject store credit when from an accounting purpose they hold the same monetary value.

 

I am asking for a store credit, not replacement of my SSD.

 

Sincerely,

 

John Kim, MAJ, USAF

2 Updates & Rebuttals

Why is OWC offering me an incompatible enclosure?

#3Author of original report

Wed, July 06, 2016

OWC, 

 

The enclosure will not work with the Aura SSD.  Here is what the product warning states:

 https://eshop.macsales.com/item/OWC/MAU3ENVOY11/
 
"IMPORTANT NOTE: The OWC Envoy enclosure has been specifically designed for use ONLY with the factory SSD found installed in Apple MacBook Air 2010 and 2011 models. Do NOT attempt to install or use the OWC Aura SSD in the Envoy as you can damage the Aura drive, the Envoy enclosure or both and such damage is not covered under warranty."
 
 
I am not jeopardizing another SSD with an incompatible enclosure and therefore I am now asking for a full refund for the Aura SSD OWC sent a week ago.  I can send ship this back to you at my cost due to this incompatibility.
 
OWC touted a low failure rate of AURA SSDs but in my discussions with OWC tech support is that they had to reconfigure the voltage redesign on the due to the large percentage of failures of the previous Aura gens.
 
I will be updating and responding to the Rip-Off report I have on file.
 
And just for feedback to Dyllon who has contacted me as the OWC Media evangelist, I would expect a Customer Service Media Evangelist be more responsive to 2 emails and 3 phone calls.
 
 
Sincerely,
 
John Kim, MAJ, USAF

Report Attachments:

OWC Nick

Woodstock,
Illinois,

Aura SSD Follow-Up

#3UPDATE Employee

Tue, June 21, 2016

Thank you Kim John for your recent feedback regarding your experience. We are very sorry that a resolution could not be reached regarding your Aura drive.

We certainly understand the frustration that comes with failed computer products. The drive you purchased in April 2015 does have a three year warranty. We would be more than happy to fufill our warranty and replace the defective drive.

Product warranties are offered for those unfortunatalte times that electronics fail. A drive failure is very uncommon but when they do occur we replace those drives with in their warranty.

We would love the opportunity to fulfill the warranty on your Aura drive. Please note that we do offer an enclosure for the Apple drive. A discount can be offered on the case so that you can continue to use the Apple drive externally and your Aura drive internally.

Again we are sorry for the frustration you are experiencing.

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