Hi,

I've noted that there is lifetime warranty for the drives, however I have a few questions.

1) Is warranty card provided?

And in the event of a return from one of your resellers like myself (soon to be), can I request for a brand new drive?

I plan to keep some stock for a one to one exchange on the spot once my client gave me the product for RMA. So that means the faulty one would be sent back by me and in return I get a new drive for me to either keep for future return or sell it away.

2) Assuming a warranty card is given, and my client instead of sending the product to me for one to one exchange, he send it directly to Memotrek, would the shipping charges be refunded to him? (I understand that if I send the drive on my end as a reseller, my shipping fee would be refunded by Memotrek).

Is there anything else I need to take note of? Other than what is mentioned in the Terms & conditions.

Thank you.

Hello Faustine,

thank you for posting your question in our forum!

Warranty cards can be provided to resellers on request. We recommend that your client returns the drive you directly, as it's easier for you to communicate and deal with such a matter locally. Also, it's more efficient to send several units at a time, so it does make sense to collect the USB flash drives locally and route them via the reseller.

Upon return of the USB flash drives we will assess the issue and send you a replacement as soon as we can confirm that it's a manufacturing fault. Our return rate is less than 1%, so this happens very seldom. And when it does, we're glad show our commitment and usually replace the USB flash drives within a week.

MemoTrek™ is on a mission to create a leading and trustworthy brand for customized USB flash drives that is recognized by corporate customers worldwide.

The only way to achieve this is to make sure that our clients are fully satisfied with our products and services. We want to create lasting relationships with our customers, many of whom order from us on a regular basis. Because of this, it's only in our best interest to ensure that our customers are happy with our services and products.

You should measure the quality of a supplier not only by what he delivers, but also by how he helps you to solve an after-sales reclamation or a quality issue. As we cannot guarantee 100% quality - especially when dealing with larger batches of several thousands units, chances are that one or two units might have an issue - but we can live up to our promise of being there for you and to help you fix any issues also many years after your purchase.

Please feel free to ask us for any further assistance,
and wishing you a good weekend!

Daniel

Hi Daniel,

Thank you for your reply.

With this I conclude that it is better on the whole for the reseller (myself) to send in the products in a batch and thus achieve economies of scale in shipping costs, that that in the event that Memotrek refunds my shipping costs, it is easier and more cost effective.

A) This is a hypothetical question: if in the event that say I'm no longer in business? My customers would have to send it back on their own, would the shipping cost be refunded? Or they will still have to go through me the (if) defunct retailer?

With reference to the batch sending back of the products, as you know customers usually can't wait very long. Kindly advise the following, is it better to provide one to one exchange for the products (as a form of on-the-spot warranty service on my end)for:

1) 1 year or

2) 7 days

given the products are of manufacturing defect. Am I right to presume that usually if its of manufacturing defect, within 7 days the defect should surface?

Any time outside of the above period, my customers would have to wait for me to get the drive replaced by Memotrek, subject to Memotrek's approval?

(in either case, I'm going to keep some stock for such instances)

C) I noticed in your Terms of Service, that Memotrek will not be responsible for products which has been a subject of undue wear and tear, accident, misuse, improper application or neglect.

Is there any tips/hints you can give in judging about the condition of the product, whether it is of manufacturing fault or it is more of misuse??

Hello Faustine,

thank you for your post and your questions, you are mostly welcome!

As we use original A-grade NAND flash memory from the world-leading companies in the semiconductor industry, namely Intel, Micron, Samsung and Hynix, we very seldom have any issues with product quality.

Also, USB flash drives are a very stable and mature product. For other products such as MP3/MP4 players, Netbooks and more complex electronic products return rates are often a lot higher.

In the unlikely event that one of the USB flash drives does not function, in most cases this will be discovered very early after closing the sale. A functioning NAND flash chip is likely to function for a very long time, and NAND flash - or SSD memory - is very resistant to external influences:

We know of situations where the USB flash drive is being washed in a washing machine and still retains its data! Please don't try this at home though...

There is however one situation that might easily damage the memory: When a user removes the USB flash drive from a computer without securely removing/ejecting it under Windows. This might damage the memory, and users should be careful to always safely remove the USB flash drive by using the recommended Windows method to remove it safely.

In most of these cases the memory can still be fixed by re-formating the drive, but the user is likely to loose data on the USB flash drive. The memory itself can often be recovered by re-formating it under Windows, but in the more serious cases a special software might be needed to fix this. Once you set-up your operations we can also provide you with this.

So if the USB flash drive has been working for a longer period of time, and the customer then returns it, this is what we'd check it for also. If the USB flash drive has obviously been tampered with, has been externally damaged or shows other signs of misuse, you should usually exclude it from the warranty.

If in doubt, we generally tend to offer a replacement anyway: Customers who are satisfied with our after-sales service are very likely to order again!

So it's only in our own best interest to ensure that customers are fully satisfied both with pre-sales service and after-sales repair/replacement service.

Regarding the time frame, it is very common in our industry to offer a 12 month warranty. You'd probably want to offer this for your on-the-spot warranty service, as this is also easier for you to administrate.

I hope to have answered all your questions,
and please feel free to let us know if you need further assistance!

Wishing you a successful week,
and with

Thanks and regards,
Daniel

Hi Daniel,

Thank you for your reply.

Thank you for your advise on one-to-one exchange warranty period of 12 months.

I'm thankful for your detailed explanation. Wow, special software is also provided.. That's way cool. I believe there are software to even recover the data from the corrupted drive. Would you have this data recovery software as well?


I do not follow on this part:

"So if the USB flash drive has been working for a longer period of time, and the customer then returns it, this is what we'd check it for also."

Er... check what? Check whether it has been tampered or subject to undue usage?


One of my questions - the hypothetical one was not answered in you responses.

Let me quote this again:

"This is a hypothetical question: if in the event that I'm no longer in business, my customers would have to send it back on their own, would the shipping cost be refunded? Or they will still have to go through me the (if) defunct retailer?"


Hope to hear from you soon with regards to the above additional queries.

Regards

Faustine

P.S: I'm one who is very particular about RMA/warranty services, even when I buy my own computer gadgets.

Hello Faustine,

thank you for your questions!

Data recovery is a wide field, and there are many companies out there specializing on recovering data from damaged hard-drives and data storage.

Various softwares to get this done are also available, and the more capable softwares are used by professional data recovery companies and not always available to the public. As we're a hardware supplier and not a data recovery specialist we're probably not the right contact for this, but I can ask our engineers and see if they have a such a software at hand or if they can recommend a solution.

Upon return, the USB flash drive is analyzed by our production engineers, and apart from checking the external casing they'll also run several programs on the NAND flash memory to check for data consistency and functionality.

In the event that your customers send us the USB flash drives directly, after receiving a RMA number and together with their warranty card we'll proceed just as if it comes directly from you and process it accordingly.

Hoping to have answered your questions,
and wishing you a nice day!

Daniel