Storage Solutions Kingston's real face when you claim for WARRANTY

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^^ Yes, but then that hiring's going to cost, right :)

Don't we all think that every company should improve that RMA process. Those whose products work, we never complain about them, because we haven't experienced any RMA process for them. But those whose products fail, we keep on complaining to them, till we get the repaired/exchanged product in hand.

I am not just pointing this thing to kingston, but I am saying this for all companies, as general. Each and every company should streamline their after sales service and effort should be done to solve customer issues as soon as possible. We don't want to wait for 25 days, no one would.

Its time that all MNC's improve their after sales service, or there are always your competitors ready to take your position. (and don't forget that consumers are the king of the market)
 
who know, this sounds like a sound business strategy, set up an ambiguous channel for products, and then blame fakes when there are more returns than your budget allows, and pin the blame on the happless dealer and customer :P. Reminds me of simmtronics old strategy. ( give out lifetime warranty on bad RAM, then disappear when the returns start coming in, then come back under a new name - lather, rinse, repeat :P)
 
Emperor said:
can't you ship the Replaced product at Customers Address if in your test you found the product is Genuine, why don't you EVEN ready to bear one side shipping when your product fail to satisfy customer (fail in just 4 day of use), why you insist to collect it from Service Center only. Why every time customer need to sacrifice time, money etc. Is it customers mistake that he choose Kingston Brand. Why customer need to call you about the status (read from above replies), is it not your duty to aware them... just don't show us RULES, first you requires to Stick with Rules of Service Center (your service center don't have tool to check parts/products)

... most of EVERY ONE in market or at retail counter claims that they are Genuine & Authorized Kingston Dealer, now the problem is HOW TO VERIFY if they are Authorized or NOT. Do Kinstorn provides them APPOINTMENT Letter? What if Dealer show us Letter Dated 2010 how we can believe that he/she is still with Kingston in 2011 too.

Why we should keep faith on Appointment Letters or Authorized certificates from Kingston to Dealer does it big deal to get (fake) Printout of such authorized appointment letters.

Each & every time customers are not going to check online (does each & every user have net connection?) for distributors list & from own my experience ANY DISTRIBUTORS are not at all interested to entertain end-user but Hardware Dealers.

Here is the whole matter is TRUST & After Sales Service & I can say that Kingston is big loser.
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Dear Kingston Customer,

To Verify the products, you can refer to the following on-line link and also stand a chance to win free gifts as well.

Kingston Technology Company - Company - Memory Verification

We also suggest our customer to buy from authorised outlets and check for Importer & Distributor info on the back on the cover. Kingston does not provide any appointment letters to resellers, but our customers can check for our Authorised Distributors from the following link and ask for the sales point nearest to them,

Kingston Technology Company - Where To Buy - India

Distributors and Dealers do not have the required service network to carry out service operations across the country hence we have an independent Service Provider, While depositing the products customers are asked for contact information and an SMS/email is sent to the customer as soon as the replacement is ready for collection. To avoid any loss in transit, sending the parts by courier may not be a good option.


Best Regards,
Kingston Technology
 
Couple of my cousins wanted to buy pen drives. But reading all the hassles and product failing thing, i will refrain from buying Kingston products in general, let alone pen drives. Will suggest them too, not to buy.
My 3 year old 2GB transcend pen drive, even after going through two washing machine washes (forgot in trouser pocket :P) is still working absolutely fine and all my microsd cards of sandisk are still in mint condition.
 
I seriously prefered Transcend over kingston from past itself--very reliable till date and never ever had to visit their service centers as no problems came till date---Touchwood :cool2:
 
KingstonFE said:
Dear Kingston Customer,

To Verify the products, you can refer to the following on-line link and also stand a chance to win free gifts as well.

Kingston Technology Company - Company - Memory Verification

We also suggest our customer to buy from authorised outlets and check for Importer & Distributor info on the back on the cover. Kingston does not provide any appointment letters to resellers, but our customers can check for our Authorised Distributors from the following link and ask for the sales point nearest to them,

Kingston Technology Company - Where To Buy - India

Distributors and Dealers do not have the required service network to carry out service operations across the country hence we have an independent Service Provider
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Dear Kingston,

Rather than showing this to us (customers) isn't it better you trend your service center personnel how to check it online & do the RMA on the Spot. What's the use of this verifying tool if you don't to trust customers, why we need to waste time in cheeking all this online, as when we requires RMA you are NOT GOING to TRUST US & do checking again.

Does verifying product from customers end makes any difference & Kingston will give ON THE SPOT replacement

Your all replies just confirm that there is ONLY fake kingston products in market & customers need to avoid it or buy only if you can wait for RMA for 25 days & no guarantee as if it's fake than what?.

KingstonFE said:
While depositing the products customers are asked for contact information and an SMS/email is sent to the customer as soon as the replacement is ready for collection.
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nitant said:
Well I just got my pendrive replaced from them. The people there suck. I mean absolutely the worst. No sense of customer service. I gave my pendrive, as I had box and stuff, so no issue of wait 25 days, but they are like we dont have stock, so we will message you when it comes.

No message received, but a week or so later I called up. They said yes its done.

When I went there I had to wait for 30 mins, as people were on the "lunch break", while they were actually busy checking facebook and sharing videos(they were talking loudly about it too).

Finally I got a new drive, but On-the-spot, no way.
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KingstonFE, Do you mean that Nitant is liar who post that you didn't mail or sms him but he call you for replacement?

yes, you asked for mobile number but on duplicate receipt given to me you PURPOSEFULLY avoid mobile number & hence saving SMS money. You only mentioned email id so can say (latter) we had send email, if you didn't get, may be it miss or hit your spam box.

KingstonFE said:
To avoid any loss in transit, sending the parts by courier may not be a good option.
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So all bad things is going to happen with kingston only, ALL others are FOOL who sending RMA via courier. Stop making fool & posting bullshit here on TE, rather try to make RMA process fast & help customers who keep trust in you, will save your BRAND image (if left any).

What a miser company YOU ARE, you save on SMS, you save on courier, you save on email...... but NOT CARE about customers time & money.
 
ronit said:
Might be.. lols. But as i said i never incurred any issue with them so being a regular customer their products have served me pretty decently. :)
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Yes, I too bought Kingston assuming good quality & service, it's not big deal that few hardware fails some time, but their RMA process matter lots when in just 4 days of use it fails & they ask to visit again to know if product is genuine & replaced. It's also irritating that they do not care about customers time, money & faith, but only push THEIR OWN rules while they themselves not following it properly. :(
 
^ why not can we report to consumer court or then mail to kingston headquarter for quick repose about service and after sale,

btw i need to mail some distribution dealer about sell fake or genuine part about type of reason from where u order before sell to dealer
 
Arun.P said:
^ why not can we report to consumer court
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Consumer Court is last option for those brand who REALLY CARE for customers & their hassles, after going all replies here by Kingston Rep. I can understand that Kingston rep. have very basic/limited knowledge with ZERO RIGHTS just like Mobile Service Customer Care Representative.
 
emperor, while i can empathize, there is no point in spouting rhetoric to a company rep on the forums.He/She is probably just here for engaging customers, and there is not much they can do about how a company runs their business. At max, give them actionable suggestions or specific complaints, and they might be fixed or escalated. Just pushing the same point again and again will not yield any results.(despite companies claiming to want to embrace web 2.0, very few actually do) and I'm just glad we have a real live human rep around to talk to as opposed to mailing some support mail id. I don't think it would be wise to boo them off unless it was really warranted.
 
For almost all companies, Marketing Team and Service Teams are completely different, though in other countries, Marketing Team does coordinate with Service Teams if there are issues like the OP, but in India I am sure there is no coordination between the Marketing and Service Teams, hence the Kingston rep cant help. All he is here for is to Market the company to show up in his weekly/monthly report, :P
 
greenhorn said:
emperor, while i can empathize, there is no point in spouting rhetoric to a company rep on the forums.He/She is probably just here for engaging customers, and there is not much they can do about how a company runs their business. At max, give them actionable suggestions or specific complaints, and they might be fixed or escalated. Just pushing the same point again and again will not yield any results.(despite companies claiming to want to embrace web 2.0, very few actually do) and I'm just glad we have a real live human rep around to talk to as opposed to mailing some support mail id. I don't think it would be wise to boo them off unless it was really warranted.
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I agree with you...

... but than he/she need to put company policy as actual & not the way (he/she want) to push sales (On The Spot Replacement) god knows if they have some secret policy too like representative claims something to increase sale & actual company pull off hand claiming WE NEVER SAID SAME (officially) or in Written.

PS: It won't affect whether you mailing some support mail id or talk to actual person if Their Policies are CUSTOMER friendly & they really care for customers.
 
Emperor said:
I agree with you...

... but than he/she need to put company policy as actual & not the way (he/she want) to push sales (On The Spot Replacement) god knows if they have some secret policy too like representative claims something to increase sale & actual company pull off hand claiming WE NEVER SAID SAME (officially) or in Written.

PS: It won't affect whether you mailing some support mail id or talk to actual person if Their Policies are CUSTOMER friendly & they really care for customers.
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I am not sure but I thought that the On the Spot Replacement claim was written on the Kingston website. Was it not?

If it was present on the Kingston website, it is not something which was being made up by the company representative present on TE, to push sales, as you put it.
There is no use fighting with the company representative then. Its not his/her fault.

If it is present on the company website then it is the policy of the company and it is the company s fault that they are not honouring their own policy.
This is what I feel.
 
^^But you see the Company representative here is the face (or id or whatever) here for Kingston and if there is anything wrong with the services of the company and people are not satisfied then they have full right to tell that representative.

The only reason these brands have their representatives here is to promote their product (thereby increase sales) so if that is the only reason they should be here then it is a one sided game. They should also be ready to receive any flak that will be directed to them because of dissatisfaction from their customers.

In case the "On the spot replacement" is made up by the representative here then being face of Kingston on TE, it has to be a responsible commitment towards the customers since we as end users have no access to any physical person of Kingston.

--- Updated Post - Automerged ---

@Emperor

There is a comment by you in first post that they asked you to come after 25 days and they needed to verify whether you have a genuine or fake product.

Tell those guys to refer to below link where Kingston claims of 1 Minute product verification. If they have already such a thing on their website then God knows why they need to send the "came for RMA" products to check whether they are genuine :@

Kingston Technology Company - Flash Verification - Flash Memory Products
 
i still see kingston on accel frontlines website :S
so do they give RMA to the "fake" kingston :S
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In age where SERVICE & CUSTOMER is considered as asset over Product, it is unacceptable. I will happily shift to Brands I might have never heard of before, if I get better service from them.
 
raksrules said:
^^But you see the Company representative here is the face (or id or whatever) here for Kingston and if there is anything wrong with the services of the company and people are not satisfied then they have full right to tell that representative.
The only reason these brands have their representatives here is to promote their product (thereby increase sales) so if that is the only reason they should be here then it is a one sided game. They should also be ready to receive any flak that will be directed to them because of dissatisfaction from their customers.
In case the "On the spot replacement" is made up by the representative here then being face of Kingston on TE, it has to be a responsible commitment towards the customers since we as end users have no access to any physical person of Kingston.

--- Updated Post - Automerged ---

@Emperor

There is a comment by you in first post that they asked you to come after 25 days and they needed to verify whether you have a genuine or fake product.
Tell those guys to refer to below link where Kingston claims of 1 Minute product verification. If they have already such a thing on their website then God knows why they need to send the "came for RMA" products to check whether they are genuine :@

Kingston Technology Company - Flash Verification - Flash Memory Products
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Thats because AFAIK, even the Fake Kingston drives are not Fakes but just parallel imports
 
thebanik said:
Thats because AFAIK, even the Fake Kingston drives are not Fakes but just parallel imports
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..than in any case IT'S ORIGINAL than WHAT they need to check other than fault.
 
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