OWC: “own it” when you ship a broken item

I have two OWC thunderbolt external drive units sitting next to my Mac. But they will never be joined by any more OWC products.

I believe that when  company ships a defective product that they are nuts not to bend over backwards to “right” the problem, immediately, and without asking their customer to “loan” them more money while the replacement and return are being sorted.

I ordered an OWC Aura Pro X upgrade SSD kit for a Macbook Pro late 2013. It arrive on time, but an incidental item was damaged upon receipt (an external case that lets the original SSD be used as an extra external drive had a LED broken off and rattling loose inside the case).

Took photos. Called OWC. Offered to send them the photos. Within 10 minutes of the item begin delivered.

OWC was “very sorry” but flatly refused to put a replacement case in the mail until either I returned the bad one, or prepayed for the replacement to get a credit later. They said they could not ship a case “for free”.

Free?  They had my money. I had a broken case. There’s nothing “free” about that.

So at that moment in time OWC did have 100% of their money, but I did not have 100% of what I paid for.

So the notion that it was my problem to eliminate their perceived risk that I might fail to return a case that costs them maybe $20 to make one seems ridiculously short-sighted.

But so be it. Entire $400 order was returned with an RMA the same day for what I expect to be a full refund.

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