From: shnoop.com (customercare@shnoop.com)
Sent: Tue 7/14/09 2:30 AM
To: XXXXXXXXXX (xxxxxxxxxx@hotmail.com)

Thank you for your recent purchase. Please accept our sincerest apologies for the issue with your order. Prior to featuring the Sandisk Sansa 2GB Fuze MP3 player on the site, we were assured that the units are new. Once it came to light that they were in fact refurbished, we are taking full liability by offering the option of sending it back for a full refund. If you are unsatisfied with the Sandisk Sansa 2GB Fuze MP3 player, we can accept a return and issue you a full refund for it, including shipping costs. In order to do so, please send it back to:

shnoop.com
Attn: RMA Dept
1408 60th Street
Brooklyn, NY 11219

When you send it back, please make sure to indicate RMA number: xxxxxxxxxxx so that we can have the return and refund processed as quickly as possible. Please don't hesitate to email us back if you have any further questions.

Regards,

The Shnoop Team
www.shnoop.com

While I appreciate the explanation, I've already ordered other accessories for this item. I'd prefer some sort of price adjustment to offset the fact that I have no warranty and paid more for this item at Shnoop.com than I could have paid elsewhere, had I intended to purchase a refurbished unit without a warranty.

Mine arrived yesterday in a plain (not even bubbled!) envelope and included the player in black, headphones and USB cable, all that with no protection at all. No manuals or cloth pouch included. I turned it on and it worked fine. I will look for R letter on the back tonight..

I just received an e-mail from the Schnoop guys...............

Thank you for your recent purchase. Please accept our sincerest apologies for the mishap with your order. Prior to featuring the Sandisk MP3 players on our site, we were assured that the units were brand new. Being that this is not the case, we are assuming full liability for this. At this time, we can offer you the option of either sending it back for a full refund, or we can issue you a partial 20% refund in the form of a store credit. If you choose to send it back, we can generate an RMA number, as well as issue you a pre-paid shipping label to do so, so there would not be any additional cost to you. Please email us back and let us know which you would prefer, so we can assist you in resolving this as quickly as possible.

Regards,

The Shnoop Team
www.shnoop.com

I wonder if the 20% includes the $6.95 shipping or just the item price. What do you guys think? Has anyone else received the same e-mail?

Just got the same email from Shnoop saying I can return it or "we can issue you a partial 20% refund in the form of a store credit." That's great. I've got accessories for this unit on order from Buy.com. Returning it is a major hassle, and I don't want to order anything else from Shnoop.com.

Shnoop is replying to customers who discover the mistake on their own and complain, but I wonder how many people ordered this and don't even realize it's refurbished, with no warranty. People right here were initially convinced theirs were new, even after examining them and reading that others had received refurbished units. I thought mine was new, until I happened to revisit this thread. I had to grab a flashlight to find the faint "R" on the back of the unit. And even if it was easily visible, many people would never even know what that "R" means. I'd imagine the majority of people who ordered are still completely unaware that what they received was not what they paid for.

Step one in "doing the right thing" would be contacting everyone who ordered, whether they've complained or not, informing them of the mistake and offering them relief. If Shnoop didn't know these were refurbished units when they sold them, obviously they know it now. If they don't contact everyone who bought this item and inform them that the "NEW" item they purchased is actually refurbished and has absolutely no warranty, then that's no longer just a simple mistake. Hoping people don't discover the difference is at the very least sneaky, unethical and dishonest, and probably fraudulent.

Offering a 20% store credit for a future order is ridiculous. I don't intend to ever place another order with Shnoop if that's how they handle their customers. Of course they must realize this, which makes their offer pretty much worthless.

Maybe Shnoop's supplier misled them and they really did not know these were refurbished. But if that's the case, then they paid for these units believing they were new, with full warranties, just like we did. And now that they know they're refurbished units with no warranty, they must realize they overpaid, just like we did. Undoubtedly Shnoop is seeking compensation from their supplier, and they should pass that on to the customers.

The right thing to do is a price adjustment. Too many of us have already ordered additional accessories, given them to our kids, etc., and sending them back at this point can't be the best solution for Shnoop, either.

Although I never would have purchased this item knowing it had no warranty, I would be satisfied with $10 refunded to my credit card. That would make this purchase marginally cheaper than I could have gotten elsewhere, it would make up for the frustration and hassle, and it would leave me feeling positive about my first purchase from Shnoop instead of disgruntled. Otherwise, I'll just let AMEX resolve it.

wow thats really not cool!

however there is a bright side for those who like Rockbox or want to try it. had you gotten new ones they most lkely would have been V.2 Fuze's. so no Rockbox. V.1 Fuze's now have a working "test" build of Rockbox, and the final version is coming soon. it works well

so, maybe that can make up a little for your anger. but yeah, thats pretty sneaky. i think they should be made to honor a one year exchange agreement. Fuze for Fuze if something were to break

Latest from Schnoop on the store credit...........

The store credit is good for one year, and is in the form of a unique code that is generated, which you use during the checkout process of your next order. Regards, The Shnoop Team www.shnoop.com

I agree with our forum members that this "store credit" offer seems pretty lame especially when noting the major misrepresentation of an item sold as being NEW when in fact it was REFURBISHED. This is a major SNAFU on their part -- and warrants a $15 adjustment to the payor's credit card or (in my case) the buyer's PayPal account.

Whether or not the source of the problem lies with their supplier (as they claim) does not relieve their wrong doing. They should give us the $15 adjustment and then deal with their supplier on the issue.

If they did a $15 adjustment I might trust them again with another order.

never again will I buy from them!!!!!!NEVER!!!!!! I just hope we get some type of refund and NO not in store credit!!! that would just give a shady company more business!!

WoozyMoose said:I sent Schnoop an e-mail to that effect --- i.e. Store Credit insufficient -- request $15 price adjustment.. I won't hold my breath. We'll see.

BTW -- battery drawdown after charging to 100% seems too rapid -- down to 63% after just playing the FM stereo a few times. Maybe battery needs the charge up a couple times to reach its true full strength?

That's not uncommon. I had that when my Fuze was new. Head over to Sansa Fuze forum - and get the latest firmware. It also might be a weak USB cable. If you're charging from the front port - you might not be getting enough power.

My same unit that had a similar issue when I opened the box - now holds the charge like a champ. Mine wasn't a refurb however. If you want to keep it - check out Sansa's forum. They have alot of active members that will help you out.

this folk has only 2 post and both happen to be on shnoooop threads.

doesn't smell right

RazorTeeth said:^ yeah what that guy said

if its any consolation if you do keep the player, it should be as good as new. visit these forums:

http://www.anythingbutipod.com/forum/forumdisplay.php?f=163

...

i've had my refurb Fuze for 6 months. its perfect

surely said:this folk has only 2 post and both happen to be on shnoooop threads.

doesn't smell right

RazorTeeth said:^ yeah what that guy said

if its any consolation if you do keep the player, it should be as good as new. visit these forums:

http://www.anythingbutipod.com/forum/forumdisplay.php?f=163

...

i've had my refurb Fuze for 6 months. its perfect
yeah i am a secret agent for Shnoop bcuz they care that much :/

trying to be reasonable and maybe help some people out to make the best of a somewhat bad situation

i'm not from Shnoop. i own four Sansa's and post at those forums. i know the Fuze inside and out

i have a refurb and it works great. this situation is bad...but if you ordered one and aren't sending it back chances are you still got a good player. thats why i suggest trying to get Shnoop to give a one year warranty. i would think they would at least send another refurb out being they made the mistake. and most are weary of refurbs bcuz of the warranty. so it makes sense. i doubt they will credit Cash Back on a purchase, however. but who knows....

if the Fuze works...it works. and for those who want to check out Rockbox its a HUGE plus having a V.1. look on the forums and you'll see. a "new" Fuze would have been a V.2. so no Rockbox

this is all good info. knowledge is power, etc

"doesn't smell right" lmao