Guest Post- The SanDisk Story

sandisk sansa I asked Beth Ziesenis from Life on Avenue Z to tell me more about her online experience with SanDisk. She and I were talking on Twitter about my recent positive experience with WalMart via Twitter, and Beth had her own story to tell. So, here we are:

The SanDisk Story

A couple of weeks ago, I fired off a grumpy tweet after a frustrating 5-mile run with a SanDisk Sansa MP3 player that I was ready to flush.

“Forgive me, Steve Jobs. It’s been 2 years since my last iPod. I bought a SanDisk player, and it sucks.”

In reply to a running buddy, I added, “This SanDisk is the worst ever. Broken wheel, sketchy battery. Today screen blanked out.”

I checked back a couple of hours later, and I saw a tweet from SanDisk PR Manager Rachel Polish. “I’m with SanDisk. Would you email me at rachel.p—–@sandisk.com and let me know what’s happening? Thanks so much.”

Even before I hit the reply button, my opinion of SanDisk was transformed. Rachel Polish wasn’t one of my followers. SanDisk monitors the Twitterverse for mentions of its products and company, and jumps into conversations when a little PR is called for. They work Twitter as more than just a corporate presence – they use Twitter to reach out to customers.

My SanDisk Sansa had been giving me fits for more than a year, but I couldn’t bring myself to get rid of it. My family spent weeks researching MP3 players to find the perfect one to support my running habit, and they had presented this one to me as THE BIG GIFT of Christmas 2007. The guilt of not liking THE BIG GIFT was bad enough, but when my mother developed one of those illnesses that bring on the whispers of “Well, this may be the last Christmas…”, the guilt grew even larger.

After a couple of emails with Rachel and an explanation of the importance of keeping THE BIG GIFT, I received a note from their shipping department that a new SanDisk Sansa Fuze was headed my way. My original gritching about my old player reached my 600+ followers. When I tweeted about the replacement and SanDisk’s customer service, the news was retweeted to thousands.

Twitter Search and other tools make it easy for companies to set up RSS feeds to monitor discussion about their brands. In the time it took to write this post, more than 150 tweets have mentioned BlackBerry. Some 300+ tweets have mentioned AT&T, many of them with expletives. Are these companies doing what they can to reach out to customers?

A sad prologue…

My new BFF Rachel Polish just became a victim SanDisk cutbacks. A PR whiz woman like that needs a great job! Any leads?

Beth Ziesenis (pronounced ZEES-nis) writes at Life on Avenue Z

Photo credit Chilled Phil

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  • http://www.twitter.com/southwestair Christi

    Hi Mary White-Cornell –

    I’m am extremely sorry if my response back to you didn’t seem sincere or genuine. I assumed if you were still upset about the situation we would have had further discussion about it or you would have dm’d me, obviously the wrong assumption and for that I am sorry.

    The fact of the matter is I learn something new about the power of Twitter daily. There is no one way to use the tool. And, anyone who claims to be an expert in Twitter should humble themselves…the tool is simply too unevolved. One minute I am tweeting about weather delays, the next minute about the peanut changes.

    Again, I am sorry and if you are still upset about the experience your son had, or your experience with me on Twitter please email me: christi.day@wnco.com.

    Thanks and happy twittering!

    Christi

  • http://scottmoroney.typepad.com Scott Moroney

    I see the great value at the consumer level. I see opportunity for B2B, but it needs more case studies like this to create more critical mass. Thanks for sharing the story.

  • http://scottmoroney.typepad.com Scott Moroney

    I see the great value at the consumer level. I see opportunity for B2B, but it needs more case studies like this to create more critical mass. Thanks for sharing the story.

  • http://mountainmomscabin.com Cynthia

    We owned three Sansa SanDisk MP3 players in 1.5 years and they all three fell apart. They were awful. Our attempts to solve the issue with their customer service was also awful! I am glad you caught their attention twittering. Probably wanted to save their face on twitter. They certainly didn’t give a darn about our three “situations”!

  • http://mountainmomscabin.com Cynthia

    We owned three Sansa SanDisk MP3 players in 1.5 years and they all three fell apart. They were awful. Our attempts to solve the issue with their customer service was also awful! I am glad you caught their attention twittering. Probably wanted to save their face on twitter. They certainly didn’t give a darn about our three “situations”!

  • http://mypartofcolorado.blogspot.com/ paul merrill

    Great PR for SanDisk.

    However, I owned a Sansa too – and I sold it via Amazon. Why? It didn’t break. The software interface was SO much harder to navigate than the iPods that I vowed to never get any other MP3 player than an iPod ever again.

    (I just bought my family’s 8th iPod. The very first one is mine – and it’s still running fine! We sold 4 of them to upgrade. I’m the low man on the totem pole, even though I’m dad, so I keep my 20gb gen-2 Classic running. A new battery recently!)

  • http://mypartofcolorado.blogspot.com/ paul merrill

    Great PR for SanDisk.

    However, I owned a Sansa too – and I sold it via Amazon. Why? It didn’t break. The software interface was SO much harder to navigate than the iPods that I vowed to never get any other MP3 player than an iPod ever again.

    (I just bought my family’s 8th iPod. The very first one is mine – and it’s still running fine! We sold 4 of them to upgrade. I’m the low man on the totem pole, even though I’m dad, so I keep my 20gb gen-2 Classic running. A new battery recently!)

  • David

    i was playing around with kickapps a few months ago, said so in a tweet.
    30 minutes later kick apps added me as a friend, and i have been getting helpful updated ever since. GREAT services.

  • David

    i was playing around with kickapps a few months ago, said so in a tweet.
    30 minutes later kick apps added me as a friend, and i have been getting helpful updated ever since. GREAT services.

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  • http://www.lindajomartin.com Linda

    I have a SanDisk Sansa and love it. Great to know the company cares about consumers!

  • http://www.lindajomartin.com Linda

    I have a SanDisk Sansa and love it. Great to know the company cares about consumers!

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  • imran

    i have a sandisk i want a service for that

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  • Janice_wilkes

    The characters are real, and the names are not real. When everyone read it you wouldn’t think that they are not Americans parents. This is based on true story about a girl named Janie Welles. She had a mother named Amy, half sister named April Hopkins, David was April stepfather and it didn’t go to well. Janie had a sister named Cynthia, and brother named Marlow. But some families have some step mother or stepfather and sometimes relationships works well but sometimes it doesn’t work well.
    They moved into a duplex house and the parents unpacked the children’s belongings and their belongings. It was six people lived in a small cramped house. In 1990 in Los Angeles California, when hearing a conversations of two people arguing and, you don’t have no clue what they are arguing about in a conversation. Amy and David both saw something that they didn’t believed. David told Amy that he saw Ralph at the gas station with April but it wasn’t April it was another woman (Lizzie) looked just like her. She was at home reading book or a magazine. If David was to say something what he saw at April wouldn’t believe it and naïve. Janie, Cynthia, Marlow, came home from school. We wasn’t doing nothing as well either. Every weekend Janie’s former teacher would take us to different places such as the beach, restaurant, and the mall. David her father was jealous and he lied and said we were having a party of our own. But it turns out it wasn’t a party because he didn’t want us to go with her anymore. In 1992 nothing exciting did nothing happen to Janie expect she went to Denver Colorado and was bored with her life. Once again Janie said life suck. David and April both got into it . April called Ralph to have the person come in the house. Papas mom mamas maybe, Like mother and daughter they both do same things alike. In 1993 David was using a home a remedy. The home remedy was to place the raw eggs on your scalp. It helps his hair to grow therefore while he let it sets on his hair. Amy helped him to rinse out the raw eggs out of the hair. He wanted money to buy cigarettes and weed. Amy didn’t have the money and he had a tantrum. Later that night went and bought the cigarettes and weed. In 1994 any particular drama day Janie went to the mall and stole one item. It turns out it was worse and got in trouble for it. The family was so broke their ass couldn’t afford it. Some people don’t have the money that don’t give the reason to take it. He didn’t have a job and the strain is on her. In 1995 since David didn’t like these people. All of them look like losers, David dressed like a old woman to bust their window. They all look like there were met for each other. The twisted family always had their drama. Amy called the cops on David because he was causing a problem in the small cramped house. The first day starting middle school is exciting to some people but not for Janie. Have you ever go to a classroom where nobody did not want to talk to. Janie felt that way, but she wrong because she did had someone to talk to and her name was Emily. They both will go to a fashion club after school at the dare program. In 1996 Amy still did the same thing, she filed for divorce because she didn’t want nothing to do with David anymore. When a person divorce they don’t want nothing to do with the previous person. The funny thing is a day or month later David wanted to come back. David was pleading and begging to come back therefore Amy let his ass in. In 1997 nothing did not change in the house and was still a pain in her butt. In 1998 as the days passed by Janie and Cynthia graduating from the Panda Village and went to the Dusty High School. Every Sunday the Welles family will go to church, and sometimes the kids don’t want to go but David loser ass has the nerve to force a child to go. Janie did not want to go and she wanted to stay home and relax. David was acting a like a child because she just want to stay home, and he want her to go. It was a damn problem for the whole day. If a child don’t want to go anywhere let the child be. In 1999 Janie had a accident and it was stupid and dumb. She was upset with Cynthia and she was running and it broke her legs. When Janie came home David ass keep on talking and got on the nerves. It healed and she went to physical therapy for her legs. She got better and was sill bored with her life. Amy always runs her mouth as well as April the witch. Amy run her mouth at ST. June “oh she hurt her leg and she is better “. Amy called her black side kick on David to move the stuff out of the small cramped house, hateful bat. In 2000 the twisted family still have their problems. David and Amy always have their arguments about money. David was going to use it for cigarettes, weed, and so on. In 2001 Janie left her money in the closet, after when Janie came home the money was gone. David dumb ass took the money and left. The twisted family got a call from David and was in Bliss psychiatrist hospital. He was pretending to be a crazy patient because he did not have no place to go. Even though when a person doesn’t have anywhere to go a person does not have to pretend he or she is crazy. It is not necessary to do that. If you don’t have nowhere to go check out a shelter, and get a job and get your own place. The same routine as usual goes on and on and In 2002 changes a little bit, but and it was still boring. Janie joined after school activities to help boost up her credits. Janie was going to sleep and David was teasing and it sound so dumb because Janie was getting for school. If someone tease on David he will be whining and like a little kid. The funny thing is that it is immature because how can a adult tease a damn child. The ones who always talks and run their about people always be the one that need to fix their problem. April was pregnant with Ralph Peterson, both kids came out of wedlock without marriage. The twisted man had bad tracks too because he had different kids from different other women. Eleanor was her aunt but on the other hand should not talk as well too. She wanted to be with a man and he was still married.
    In 2003 fourteen years later Janie’s family moved into the apartment called La’s Paradise. Amy brought her ex-husband David, son Marlow, and April two of irritating kids Jessica and Hyde. Everyday brought them over and the life was still boring. Janie went to school in the fall and she scared Cynthia off and the good is that she came back and no hard feelings. Cynthia went to the store with April, and was talking crap about people. The funny thing is Amy still didn’t do nothing. The ones who always talk is the haters. They just hating because they don’t have the chance to do what they want to do in their lives. April shouldn’t talk because she is greedy for money, and going to the strange men cars. April also said how David stays in the house and don’t do nothing which is true but April didn’t do nothing with her time either. In 2005 the twisted drama family another conflict started in the evening. Janie was in the room, and heard some argument in the living room. David was watching something on TV. April said something like you aren’t religious. Look who is talking because they both aren’t prefect and nobody shouldn’t be talking. Amy on the hand she don’t do nothing about most conflicts. Amy sticks up for her although she is a mean person. She has bad choice of men and also Amy. Amy is so naïve and don’t accept that fact that they always caused problems in the apartment and it still goes on. In the summer 2005 the negro with no pride and it’s true. When Janie bought a car and didn’t have too much experience of driving. Those times when Janie wanted to learned to drive. Janie finally had the chance to drive the car. Before Janie didn’t to have a permit and no Driver License. David dumb ass drove the damn car all over the place. When a person buys the car they should leave the car alone. Negro with no pride meaning David. During the lesson he suspects Cynthia and Janie to buy something for him. Janie was so tired of it and she went to the DMV passed her written test and got her learners permit. She passed the road test and got het driver license and was happy that everything was done and over with. In 2006 Janie got her driver license and use her freedom to go anywhere she wants to go. They still talk and run their mouth about people and still don’t have nothing better to do. Oh the people are grown and they lived with mother. The funny thing is that April is grown and she always move to her mother’s apartment five times straight. Ralph is in his 40’s and she should not talk because Ralph (black frog) is grown and has kids and still live with his Daddy. April’s friends is grown and has kids of their own and they lived with their mothers and fathers. April’s friends is around the ages of 30’s and 40’s. Another conflict happen in the apartment when Amy ex-husband David said something that April always scandalized people which is nothing new. They still run their mouth while Amy standing looking Dumb or whatever. This is a worse because Janie had an anxiety and was afraid of failing her math class. But it turn out she was worried for nothing and she passed the class with a B. In 2007 April stole Amy’s credit card to use it for shopping spree. Amy still didn’t do nothing and if it was someone she would make a deal. Amy had the nerve to tell Janie’s business at the church. Janie went to San Diego and got sick and was sent to the hospital because Janie had an asthma attack. Amy should not talk to those people in the church because they are not innocent either. Eleanor has the nerve to call Janie about the trip at San Diego. At least Janie is nothing like Eleanor, because Janie always take life seriously, and talk to friends. Eleanor should not talk because she was a party person, sit on strange men laps, drinks heavy liquor all the time, going to wild clubs, and don’t work at a job. And in 2008 it still goes on because April still use her credit card without her permission. In December 2008 another conflict happen at La’s Paradise. Janie and boyfriend was going to try a different services of cable Direct TV. Janie filed for fraud and she felt sad because the information was use without permission. The information is protected and it is done. Nothing still don’t change and it is still the same. David still smokes cigarettes and weed. David still use the money to go to those sick places such as whores and prostitute. In October 2009 later that day, Janie was in the room. April was accused Janie for drinking the soda. She was wrong and Janie did not drink the soda. December 2009 Janie was getting something from the kitchen. April dumb ass has the nerved to call ass hole ex husband Ralph. The witch called the cops for no reason. Amy as usual still stand there looking dumb and still didn’t do nothing. It upset Janie because it was dumb and they don’t have the balls to talk to you in person. The unimportant ravel was two dumb broads, and a dumb twisted family. When Janie came home from school and work Amy has the nerved to ignore her and the funny thing is she didn’t do nothing bad. When someone wants to talk to her she began to talk to them. April had the nerves to bring dumb fool at the apartment to scare her off. Janie the people didn’t mean anything to her, and they look like they were worthless. Amy and Cynthia came home with April, and Amy did not care as usual and she never do nothing about it. The grudge that gravels anyone ‘s nerves especially Janie, On January 2010 they both were getting ready to move to a new place. Amy the hateful bat has the nerved to called the black side kick Luke. The funny thing is that they got rid of the person but they have other problems to fix up, his family wanted to get rid of him as well too and they don’t even like him. David has the nerve to tell her don’t come back and other people don’t like you as well too. But the twist is he is trying to be nice to them and his sorry ass don’t have no place to go. Amy goes to the cult church and she has the nerve again to tell them her business about Janie and the apartment. The women in the cult church should not talk because they got problems of their own. Some women in the church can be old bats which it’s true. The women can not stand up for themselves, some women in a controlling relationship, they are jealous because they don’t have a man in their lives, some of these old bats are ugly that can scare men away. June 2010 Janie and her boyfriend from the computer place to get the computer fix, as we passed by David as has the nerve to call on Janie’s phone and said that the cops is looking for you. We should never come over there it was funny because David don’t own no alley or other property because it is own by the state. When Janie heard the messages it sounds like David has a dick up his ass. She will ignore it because it is a free country. Janie can go to school and work from any directions she wants to go. In the story nothing has not change because April still is a gold digger, still runs her mouth about people, Amy still can be naïve and a mean bat, David is still a ass hole and loser who don’t have nothing what so ever. David is friends with the April the witch, Ralph the black frog, and the Black Side kick (Luke). He don’t have no one to talk to and was too busy being a suck up. Amy let David in the stay over night and David is the one that caused problem in the apartment. David’s name is not on the least but Amy still lets his tired ass stayed there at the apartment.

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