Some time ago, we were worried about the quality problem of the three-year warranty of the solid state disk purchased from JD's self support, but JD's self support refused the warranty after two and a half years of quality problems.
cause
The Rexa NM610 1TB version of solid state disk purchased by JD two years ago is self operated, and JD provides after-sales service with a three-year warranty.
In July, the SSD, which had been used slightly for two and a half years, lost its disk.
What is the disk dropping phenomenon? In short, the drive letter disappears directly during use, and the disk disappears in the Device Manager. In case of disk loss, the soft restart (Windows software restart) does not recognize the disk, and the disk must be recognized by hard restart (power off restart), and disk loss will occur repeatedly in the subsequent use process.
The problem of disk loss is usually a hardware or firmware problem, and this SSD is purchased by JD itself, claiming to provide three-year warranty service, so I applied for JD after-sales service, which is the beginning of this JD warranty rejection event.
Denial process
For two years, under the generally high temperature condition of the solid state disk, there were heat sink residues on the hard disk sticker, which was difficult to clean. I described the problem in detail in the after-sales application form: "There is residual glue on the sticker, please confirm whether it can be repaired".
A day later, I received an after-sales audit call from JD, during which I repeatedly told me that "there is residual rubber in the heat sink, confirm whether it can be repaired", and the auditor replied: "Yes, As long as the hard disk is not deformed, we can repair it ”。
I happily mailed the hard disk to JD Aftermarket at my own expense, and quietly waited for the news.
Three days after signing, JD after-sales called and said: "Because there is residual rubber, it does not conform to the after-sales policy, so it will not be repaired". I didn't stop saying: "After sales application review told me that it can be repaired" "Are you sure that the audit said so?" "Yes, she said it's OK, as long as the hard disk is not deformed, it can be repaired" "I'll check with the reviewer and let you know later" Two more days passed after this check. I thought it could be repaired normally after checking, but the truth is that I thought too much. On the third day, I received another after-sales call: "It is verified that there is residual rubber that can be repaired, but your label has tear marks, so it does not comply with the after-sales policy, and will not be repaired".
A large and complete label, "label tear", takes two days to find a reason to refuse insurance.
The hard disk does not need to be repaired. Return to the original path. Don't mention that the return efficiency is very fast. The returned solid state was received the next day after the same day, which is totally different from the delay of no news for several days after the after-sales sign off.
Skip JD and return to the factory directly, and the manufacturer will replace it directly
Although JD.com refused to guarantee, it still had to live. I decided to skip JD.com and apply to the manufacturer for maintenance.
Visit the official website of Rexha, select RMA after-sales, upload product drawings and invoices, describe the fault type, and initiate RMA application.
Lei Kesha's review was very fast. The next day, he passed the review application and provided an address of Jiangxi maintenance station for mailing. In the week after the delivery, the RMA progress has not changed, but since the customer service has not called to argue, I guess it is under repair.
The next week, we received a Yunda Express from Shenzhen. When we opened it, we found a brand new NM610 hard disk. The plastic packaging was still intact. At the same time, we attached a shipping order from Rexa Shenzhen:
That is to say, the hard disk that JD self operated and refused to guarantee can be repaired or even replaced directly at the manufacturer's side.
A week after signing, I received a belated after-sales email:
other
- This article is not intended to scold or praise anyone. Just as a consumer, when confronted with such store bullying, It's always unpleasant not to vomit 。
- Because JD refused to guarantee the time difference of return mail, there was no idle solid state to use. Therefore, the SN550 2TB version was purchased as the main disk, which is not bad. It is recommended to purchase (only 2TB version).
- The Rexha NM610 solid, which was returned to the factory for replacement, was left on the table without being opened. Whenever I see it, I feel complicated when I think of JD members who have already renewed their fees and can no longer renew them.
- In addition, although the particles of Lakesha do not know where they come from, However, the manufacturer's after-sales attitude of direct replacement deserves a good comment 。
