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Registered: ‎03-13-2017

Defective Item - SanDisk Ultra II SSD 960gb

[ Edited ]
Good afternoon, 
On February 13th of this year I bought from Best Buy store at West Palm Beach a device SanDisk Ultra II SSD 960gb (U$ 264,99 + 18,55 of taxes).
When installing the device back home in Brazil, it turned out that the SSD didn’t have the capacity of 960gb as shown on the package. Instead, it has the capacity of only 120gb, way too lower. 
I emailed SanDisk® about this issue and they responded that according to their records, this device has never been sent to Best Buy in that conditions. Therefore, SanDisk® instructed me to reach you in order to resolve the problem.
I would like to exchange the device I have with me for a new one, with the capacity of 960gb, which I paid for. In case this exchange is not possible, I need to have my money back.
Please let me know how should I proceed to have this problem solved.
I appreciate your help. 
Best regards,
Guilherme {removed per forum guidelines}
Posts: 2,755
Topics: 14
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Solutions: 161
Registered: ‎12-23-2016

Re: Defective Item - SanDisk Ultra II SSD 960gb

Hi Guilherme,


Thanks for joining the Best Buy Community forums. A solid state drive is one of the best upgrades you can make to your computer, and it must be very disappointing to find the product to be defective likeyours is.


Under our Return & Exchange Promise, you have fifteen days from your purchase to exchange a product that you purchased from us. As you are outside of that fifteen days, you must instead rely on the SanDisk manufacturer’s warranty. You should contact SanDisk again and request manufacturer’s warranty support from them, to see if they are able to offer you service or a replacement.


Normally I would suggest getting in contact with your local Geek Squad to take a look at the SSD. Because you are in Brazil, however, that doesn’t sound like it is an option. If you return to the US, I would bring the part with you and make a reservation to see the local Geek Squad so they can take a look at the part. Alternatively, I would seek out some local technical help to see if the SSD is improperly formatted, or if there is another software fix that could get it working.


I hope that gives you some next steps to take. If you have any further questions, please let me know.


Kyle R|Social Media Specialist | Best Buy® Corporate
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