This is a little off-topic from my usual blog posts, but I strive to provide useful information to you guys, and I genuinely feel this is worth knowing about.
Last week I noticed that one of my Lexar Professional 1000x SD cards was broken. Part of the plastic casing had come apart, and I could no longer insert it safely into a camera. I’ve never had to warranty a memory card before, and I think in general I get filled with a sense of dread at the thought of fighting long wait times in online chat support centres, or even worse, trying to get automated phone services to understand my British accent.
I loaded up the Lexar website, located the Contact Us section and to my amazement I was connected to someone immediately. I explained what had happened and within 2 minutes he created a case for me and emailed me instructions of where to send the faulty card, no questions asked.
I put the card in an envelope the next day and mailed it to the address in the US (note: I live in Canada). Imagine my surprise yesterday when, less than a week after mailing the faulty card to them – let alone them receiving it – the FedEx guy knocked on my door and handed me a package with a replacement card in it.
I was floored! They must have turned the replacement around in the same day, and the fact that they shipped it back to me via air with FedEx blew my mind.
I have never had such a smooth and efficient warranty replacement for anything in my life. Bravo Lexar! THAT is how you keep a customer for life. Now I know that I’m lucky enough that some companies provide me with gear for my work, but I want to make it absolutely clear that when it comes to this Lexar card, I purchased it in a store for full price, just like anyone else. I have no existing relationship with Lexar in any way so this wasn’t any kind of special treatment, nor was I compelled to write this for any other reason than the fact that they deserve credit for such amazing service, and you guys deserve to be able to buy products with confidence.
Good for you, because I send my 128GB usb stick to them in march 2018 and still waiting to do something. First it was lost in their internal mail transfer, then, after few months I received a replacement but someone forgot to mention that is for replacement and the delivery guy asked me to pay 54$ import charges(more than I paid for the USB). Of course I didn’t pay, and the carrier returned to them the package. A month ago, they said I would receive a paypal refund and I am still waiting for it. Now, the only answer I get is excuses.
Hey Dan. Unfortunately Lexar is not the same company they used to be. Literally. A couple of years ago the company was sold and now the entire thing is under the control of a totally different company. It was always my fear that things would change and service would suffer. Many of the old Lexar staff left the company and started a new company and now I have actually moved over to use their cards instead. You can read about that here: https://dancarrphotography.com/2018/06/30/an-introduction-to-prograde-digital-and-a-chat-with-the-ceo/
Sorry you’re having a bad experience with the new Lexar 🙁