[Galaxy S 5 Accessories] lingowistico:
So my SD card died recently. What happened was I was filming in 4K and didn't notice how I had completely filled up the card. Once I noticed (camera app crashed) I tried to delete some files to free up some space. The files seemed to delete fine but once I reopened the file browser they were all still there.

The card had gone into locked mode, which is a safety measure built in to the card to avoid losing any data when something goes wrong.

Now this is all great, but it left me with an unusable sd card. The thing about locked mode is that it's premanent. You can't undo it.

So, I decided to contact Kingston and try to RMA it (get a replacement) and this is how it went down.

I'm sharing it with you incase you have a similar problem and have doubts about how to go about contacting customer service.

Today I received my replacement card.

Kudos to Kingston for having such helpful customer service. I'm going to stay with them because of this.

The card in question is Kingston MicroSDXC 64 GB Memory Card with MicroSDXC to SD Adapter - UHS-1.

So, first, I called Kingston and told them my problem there. They told me they'd email me with some questions. Then I filled out the RMA form on their website (I didn't need to but I did it anyway).

And here is all the email correspondence for you to read. Mind you, I've blanked out personal information.

Dear [XDAUSER],

Thank you for contacting Kingston Technology.

In order to investigate your case further, we would require the following information:

- Part Number of your Kingston product: CF/xx, SD../xxx, SDC.../xxx

- Revision number of you Flash card – BOM - (ends in "LF" and can be found on the back of the card)

- Please provide a couple of clear pictures of the Flash card from both sides:

- Make and model of the camera/mobile device/computer on which the card has been used:

- Has the card ever worked? If yes, for how long?

-Please describe the problem and any troubleshooting you have tried:

- Your full address and telephone number. We need this information in case we have to replace your product and create a service request to resolve your query.

We look forward to hearing from you.

Kind regards,

Kingston Customer Service

Kingston Technology Europe, Co LLP.

**************************************************

Hello, and thank you for your email.

Here are the details you asked for!

Part #: sdcx10/64g

Revision #: XXXX-XXXX

Pictures: see attached files

Device used: Samsung Galaxy S5

Has the card worked: Yes it has worked very well for the last year.

Problem and troubleshooting: The card has locked itself. Any deleted files reappear after a reboot. New files can't be added.

Formatting seems to work (when formatting on PC via PC card reader) but after reinserting the card into any device all the files show up again.

Contact information: This email address (MYADDRESS).

Address of residence:

Name: MYADDRESS

Street: MYADDRESS

Post code/Zip code: MYADDRESS

City: MYADDRESS

Country: MYADDRESS

Best regards,

**************************************************

Dear [XDAUSER]

Thank you for submitting your service request with Kingston Technology. Your request is being reviewed by our warranty department.

Please note: Do not return the defective product until you receive the RMA number and shipping instructions.

Summary of your request

Customer Contact: [XDAUSER]

Request Date: xx/xx/xxx 00:00:00

Product Name/Number: SDCX10/64GB

Product Category: Other

Quantity: 1

Your Comment: "The card has been locked. No files can be deleted or added. After formatting or deleting files and reinserting the card into the device all the files are still there. I have tested it on several different devices to be sure."

If you have any questions or need immediate assistance, you may Email .... [at]kingston.eu or call +.......

**************************************************

Dear [XDAUSER],

Thank you for contacting the Returns Department of Kingston Technology.

In order to expedite the replacement of this defective product quickly and efficiently, please follow the chain of sale and contact your point of purchase directly with whom the parts were originally purchased. They should be willing to deal directly with you for a replacement.

If you have any queries, please do not hesitate to contact us again.

Kind Regards,

RMA Department

Kingston Technology Europe Co LLP.

**************************************************

From: Kingston Customer Service

To: [XDAUSER]

Re: Kingston Technology

Dear [XDAUSER],

Thank you again for your email and all the information.

Based on the information provided, it seems that the card has developed a fault and that it needs to be replaced.

For the replacement we would kindly ask you to refer to you point of purchase directly. You should be able to replace the faulty part with your point of purchase directly, within the first year from purchase.

In case you have any issues with the replacement, do not hesitate to contact us back.

Kind regards,

Kingston Customer Service

**************************************************

From: [XDAUSER]

To: KT UK

Subject: RE: RE: Kingston Technology

Unfortunately that's not fine.

In our telephone conversation I told you that I could not go to the retailer as I live too far away from where I bought the SD card.

You told me that you would ask me a couple of questions via email and then you would send a replacement.

Please help me, I really need this SD card to work.

Best regards,

**************************************************

Dear [XDAUSER]

Thank you again for your email.

As in the email there was no information regarding the impossibility to return the item to your point of purchase, we asked you to contact your point of purchase as per warranty terms.

We receive various request via phone per day, so unfortunately it is not possible for us to remember every conversation.

As you are not able to return the item to your point of purchase, of course we will assist your further.

I have transferred your case to your RMA department who will send you as soon as possible the replacement.

Your reference number is: XXXXXXXX

Should you have any further queries, do not hesitate to contact us again.

Kind regards,

Kingston Customer Service

**************************************************

Dear [XDAUSER],

We are happy to confirm that your warranty claim for 1 x SDCX10/64GB has been reviewed and approved.

Your replacement product 1 x SDC10G2/64GB will be released for shipping as soon as possible (stock availability permitting) .

Please be aware that we do not require the defective part back and therefore we kindly ask you to discard it once you have received the replacement.

In order to safely dispose of electronic equipment, please obtain advice from your local recycling site.

Please do not hesitate to contact us again, by stating your reference number XXXXXXXX.

Kind Regards,

RMA Department

Kingston Technology Europe Co LLP.

www . kingston . com