hello 1:58 pm Bot icon Skill says Hi, I'm the SanDisk Virtual Assistant. To get started, please pick one of these options: Online Store Warranty Troubleshooting Chat with an agent If you want to restart or exit the conversation at any time, just type 'Start Over' or 'Exit'. Please note: This chat service is for SSD, SanDisk and all Flash Support only. If you are looking for HDD products Support, please click here. 1:58 pm I say Chat with an agent 1:58 pm Bot icon Skill says By clicking on 'CHAT NOW' , I represent that I understand and agree that the information submitted in this form will be transmitted to and stored by SanDisk in the USA and other countries outside of the European Economic Area and that SanDisk will process and store the information, including any updates to my information, in accordance with the SanDisk Privacy Statement. Please select your region below: CHAT NOW-North America CHAT NOW-APAC Exit 1:58 pm I say CHAT NOW-APAC 1:58 pm Bot icon Skill says What type of support do you need? Technical Support Warranty Support Others 1:58 pm I say Others 1:58 pm Bot icon Skill says Please enter your first name 1:58 pm I say Scott 1:58 pm Bot icon Skill says Please enter your last name 1:58 pm I say Torres 1:59 pm Bot icon Skill says Please enter your email address 1:59 pm I say svtorres1975@yahoo.com 1:59 pm Bot icon Skill says Let me connect you with a customer service agent who can further assist you You are in position 1 in our queue. Expected wait time is 0 minute(s) 26 second(s). 1:59 pm Agent icon Sachin Anand Sachin Anand says Hello. Thank you for contacting Sandisk Customer Support. My name is Sachin Anand and I’ll be your Customer Care Specialist for today. Please type your question below. 2:01 pm Agent icon Sachin Anand Sachin Anand says Hi Scott, May I know your country and city to update our records before we proceed. 2:01 pm I say Hello Sachin, How are you today? 2:01 pm I say I am in the Philippines Calbayog city 2:02 pm Agent icon Sachin Anand Sachin Anand says Thank you for sharing the details. How can I support you further? 2:02 pm I say I have some information that needs forwarded to your legal department. I cannot find a direct email address Subject: Report of Widespread Sale of Counterfeit SanDisk SSD PLUS Drives on Lazada Philippines – Request for Investigation and Confirmation of Counterfeit StatusDear Western Digital / SanDisk Brand Protection Team,I am writing to report the apparent widespread sale of counterfeit SanDisk SSD PLUS 1TB drives on the Lazada Philippines e-commerce platform, and to request your official confirmation of counterfeit status for the specific unit in question, along with any guidance or action WD/SanDisk may take against such listings.Details of the Suspect Product:Order Number (Lazada): 1037678261493913Purchase Date: 08 October 2025Delivery Date: 14 October 2025Seller on Lazada: PConlineAdvertised Product: SanDisk 480GB/1TB SSD PLUS SATA 3 2.5" With 3 Years Warranty (claimed 100% Authentic)Price Paid: ₱2,270.00 + feesSerial Number on Label: 2313131V8099943Model on Label: SDSSSDA-1T (2.5" SSD Drive)Evidence Indicating Counterfeit:Official SanDisk Warranty Check (support-en.sandisk.com):Serial 2313131V8099943 returns “NO RESULTS FOUND” in all regions, including Philippines. Genuine SanDisk products are registered in your database for warranty validation.Physical Packaging Anomalies:Back label trademark disclaimer contains multiple spelling/typographical errors: “theil respective owners” (should be “their”), “own ors” fractured with space (should be “owners”). Genuine WD/SanDisk packaging maintains flawless legal text.Product Behavior Consistent with Counterfeit Failure Patterns:Total non-detection in host laptop (direct PCB SATA connector, photos attached showing correct installation). Diskpart and Windows 11 installer detected only boot USB (~14 GB), no SSD visible.After 3 months unpowered, connected via USB enclosure: 5-minute delay to detection, initial “not readable” error, another 5-minute delay, then temporary mount allowing full data recovery—but unreliable and unsafe for production use.These symptoms (intermittent detection after dormancy, initial read failure, eventual brief access) match known counterfeit SSD failure modes using low-grade/recycled NAND and cheap controllers.Platform Seller Conduct:Seller PConline provided only bot-automated responses for months, promised replacement that never shipped/tracked, then ghosted. Lazada refused RMA/testing, rejected return/re-evaluation with misapplied “unused/original condition” policy (email attached with typo “theil”), despite clear evidence of defect/counterfeit. Lazada claims “LazMall Authenticity Guarantee” promising double refund for proven fakes, but has failed to enforce it.Request:Official confirmation from Western Digital / SanDisk that serial 2313131V8099943 is not registered and the unit is counterfeit based on your records and the described failure pattern/packaging anomalies.Any additional verification steps or tools you recommend for confirming counterfeit status.Guidance on whether WD/SanDisk intends to pursue action against the seller (PConline) and/or Lazada Philippines for trademark infringement and sale of counterfeits.If applicable, issuance of a formal statement or affidavit that can be submitted to the Philippine Department of Trade and Industry (DTI) in support of a consumer complaint against Lazada and PConline.This counterfeit drive has caused financial loss and disruption (data recovery required, laptop downtime, replacement costs). I believe this is part of a larger pattern on Lazada Philippines, harming consumers and damaging the SanDisk brand.I have attached:Screenshot of SanDisk warranty check (“NO RESULTS FOUND”)Photo of drive label and package back (typos visible)Installation photos (correct seating in laptop)Diskpart / Windows installer screenshots (non-detection)Enclosure test notesLazada order details rejection emailsChat transcripts (seller Lazada)Thank you for your attention. I am available for any further information or to send the physical drive for your inspection if required.Sincerely,Scott Vanne TorresCalbayog City, Western Samar, PhilippinesContact: 09174278638Email: svtorres1975@yahoo.com 2:02 pm I say SanDisk Back Side.jpeg SanDisk Back Side.jpeg 2:03 pm I say SanDisk 1TB Package Back.jpeg SanDisk 1TB Package Back.jpeg 2:03 pm I say SanDisk_Warranty_Check_SN2313131V8099943.png SanDisk_Warranty_Check_SN2313131V8099943.png 2:04 pm I say Spelling Errors On The Packaging.png Spelling Errors On The Packaging.png 2:04 pm I say Annex B – Proof of Purchase.jpeg Annex B – Proof of Purchase.jpeg Annex C – Proof of Purchase.jpeg Annex C – Proof of Purchase.jpeg 2:04 pm I say Seller Transcript.txt Lazada Transcript.txt 2:05 pm I say this should be enough to go fter them for selling counterfeit merchandice and enabling their sellers to do the same 2:06 pm I say I will also be reporting them to DTI 2:06 pm Agent icon Sachin Anand Sachin Anand says I understand that you have received a non-authentic product from the seller and would like to file a complaint regarding this issue. I will do my best to help you. 2:07 pm I say well I will be filing the complaint with DTI. for you guys they are selling counterfeit Westerndigital and SanDisk products 2:08 pm I say this is a very large organization and their products should be legit though when faced with the facts they say not enough evidence 2:08 pm I say and also make up illegal claims 2:08 pm Agent icon Sachin Anand Sachin Anand says I understand your concern. I will be escalating this case to our Brand Protection Team so they can take action; please do not worry. 2:09 pm I say They are in direct violation of the Consumers act and INternet sales act an guilty of fraud 2:09 pm Agent icon Sachin Anand Sachin Anand says I understand your frustration, Scott, and I’m sorry this experience has been so disappointing. 2:09 pm I say yes I have bought Western Digital since 1999 and rely on their reliability on th 2:10 pm Agent icon Sachin Anand Sachin Anand says Thank you for taking the time to share your concerns, and we regret the inconvenience this situation has caused. 2:10 pm I say My customers deserve the same and people selling counterfeit with you companies name on it give you a bad rep even though they are not your products 2:10 pm I say my customer has been without a computer for 3 months because of this 2:11 pm I say I am a tech with 25+years exprience 2:11 pm Agent icon Sachin Anand Sachin Anand says You’re absolutely right, and we understand your concern. Customers deserve to receive genuine products. 2:11 pm I say I don't want people to be taken advantage of. Alibaba Group is a major corporation and should be held accountable 2:12 pm Agent icon Sachin Anand Sachin Anand says We truly appreciate you bringing this to our attention and sharing your experience, as it helps us protect both our customers and the integrity of our brand. 2:12 pm I say I am sure they can find the various laws in the Philippines that it breaks 2:12 pm I say Civil / administrative (DTI, Consumer Act, platform):RA 7394 prohibits deceptive sales acts, including false claims about brand, authenticity, or warranty; violations can lead to fines, business suspension, and enforced refund/replacement.Misrepresenting a fake drive as genuine SanDisk with a 3‑year warranty is a textbook deceptive practice and breach of express warranty; that alone supports DTI action and civil remedies (rescission, refund, damages).Criminal (estafa / online selling scam):If you can show intentional deceit (e.g., knowingly selling counterfeit as genuine SanDisk with warranty) plus financial damage, it can qualify as estafa under Article 315 of the Revised Penal Code and as online selling fraud, sometimes also framed as cybercrime.Lawyers note that selling defective or counterfeit electronics online under false pretenses is often chargeable both as a consumer-law violation and as criminal fraud if malice is proven. 2:13 pm Agent icon Sachin Anand Sachin Anand says Sure. Please don’t worry—I am escalating this matter to our Brand Protection Team 2:14 pm I say and it is becuase when it is reported to them instead of refunding and removing this seller they embolden the seller and refuse the 3 year local supplier warranty which is a violation and the refund saying there are no grounds no proof. I think the documents I sent you will be proof enough 2:15 pm I say Thank you so very much 2:15 pm Agent icon Sachin Anand Sachin Anand says Sure. Is there anything else I may assist you with? 2:16 pm I say My AI told me that the serial number was way off and pointed out all the inconsistencies in the lable that I just couldn't see due to my vision issues 2:16 pm I say nope that is all. Thanks so much for your time 2:16 pm Agent icon Sachin Anand Sachin Anand says It was a pleasure assisting you today. Thank you for choosing SanDisk Global Customer Support. Have a nice day. 2:17 pm I say You too God Bless 2:17 pm Bot icon Skill says Thank you for contacting SanDisk.Your chat session has ended. Please Click Here to complete a brief survey of your support experience. We appreciate your feedback.Can you please fill out this survey: 2:17 pm Share popup Type here to begin