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Your Support Request for your SanDisk Digital Audio Player 1GB
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Request ID
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Status
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Date
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Updated
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585205
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Closed
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04/14/2006
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04/16/2006
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Your Question/Problem:
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The 1Gb mp3 player (SN BB0411ED044723) has had intermittent to almost continuous loss of sound, first in one channel, then both. I finally tested it this morning with a variety of reference headphones, all of which were themselves functioning perfectly both before and after the tests. The headphone socket of the mp3 player has failed, though the 1Gb storage function still works and the device still boots normally. Is there any way to repair the device, and if so, does that (with shipping) cost significantly less than a new device?
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SanDisk Response: (04/16/2006 01:17)
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Hello Mathew,
Thank you for contacting SanDisk Technical support. It is our goal to make sure that you have all the resources that you need to make the most out of your product.
Please connect the unit to your computer, go to my computer, right click on the removable drive associated to your player and select format. This will erase all data off the unit and correct errors from it; making the unit usable again. Before clicking on start make sure that the file system is on "FAT" and that the format options are all unchecked.
Please know that you need to back up your important files first by transfering them from your device to your computer as formating will permanently erase all the data from your device.
Please advise if you are now able to use the device.
You may also have to try the unit with a new battery first as low batteries can cause issues.
However, if there are still no improvements, then we will have your product replaced with a Sansa m240 (with the same capacity), since we have stopped manufacturing Digital Audio Players
Best regards,
Louie L.
SanDisk Technical Support
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Your Response: (04/16/2006 02:36)
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To humor you, I installed a new alkaline battery, formatted the unit as FAT [NOT FAT32] (My system saw a capacity of 980 MB but the ROM is only 463K, so where are the other 43.5 MB?), and then, to be on the safe side, I unzipped the contents of sdmx1-v1.02.zip to the file SDMX1.rom and put that on the machine and let it install, then put music back on it.
Nope. The problem is 100% hardware failure--failure of the headphone socket. If I wiggle the headphone jack in the socket, I can sometimes get sound out of one or both channels, but then I have to stand absolutely still and hold the jack in the socket at exactly the angle which gets sound.
This unit has been treated gently, sitting inside of two layers of sealable baggies for transport. If anything were to break in transport, I'd expect it to be the button on the front panel, not the headphone socket--unless inferior hardware or bad soldier were used.
At this point I have dysfunctional hardware due to failure of the headphone socket. All other aspects of the unit are fine. How would you like to proceed?
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SanDisk Response: (04/16/2006 04:43)
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Hello Mathew,
Thank you for your response.
Indeed, we have established that we have hardware failure (jack); unfortunately, we have determined that the product was out of warranty as of December 31, 2005, and thus we will not be able to replace the product.
You may try to have it serviced by your local electronics repair shop, but we cannot guaranty the quality of their service. We do not service these products.
If I could be of further assistance please reply to your eBox request.
Best regards,
Louie L.
SanDisk Technical Support
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Your Response: (04/16/2006 04:43)
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Well, I'll take that as a lesson reminding me to try reference headphones the minute a mini-socket seems to have gone bad, rather than waiting for an opportune moment and hoping it's just the headphones that have gone bad (common enough in itself). Unfortunately I'll also have to bear in mind the history of frustration with this product (failed hardware, shipped with original firmware only compatible with Windows instead of general USB, lack of clear documentation of compatible audio formats) when making future product selections. =>REQUEST CLOSED BY CUSTOMER
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The following registration information is included with your request:
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Item :
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Digital Audio Player 1GB
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Description :
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1GB MP3 Player
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Purchase Date :
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12/31/2004
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Warranty Period :
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Registration Date :
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01/24/2005
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Purchase Price :
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Where Purchased :
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Circuit City
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Serial Number :
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BB0411ED044723
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Registered By :
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Matthew Fields
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Address :
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1310 Packard St Apt 2, Ann Arbor MI
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Day Phone :
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(734)769-4836
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Your Email Address :
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[hidden]
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Your RegId :
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646534
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