Storage Solutions Western Digital Issues, RMA problems, Service deficiency Thread.
- Thread starter Shripad
- Start date
I have been trying their number for the last 2 days and cant get through! The line is always busy. I have generated a RMA on their website and now just want to schedule a pickup. But both their numbers viz. toll-free and Delhi are continuously engaged. Do they have any local Mumbai number?
My pickup was quick.
Aug 21 - pickup by Aramex.
Aug 23 - delivered by Aramex to WD as per Aramex tracking.
Their website status still shows waiting for product
Get through to them on the phone only with repeated effort. Even after getting through to the number, getting someone on the line is another major accomplishment. They say there is some issue with their status updating. They say my drive was entered as received in their system on Aug 28th. They cannot account for the black hole between Aug 23 to 28. Their constant answer is that we will send a replacement in two or 3 days.
If their phone support is bad, their email support is unbelievable. No matter what I write, I get the same canned response. Once I told them I wanted a meaningful reply and not a canned response. To that email I got no answer. I don't know who to escalate to for that.
I got through on the phone twice yesterday. Each time I asked for a senior person. That was a big mistake. Both times I just had to listen to music that I didn't like for a long while before it disconnected. Moral: If you do get to speak to someone at WD, don't say you want to speak to someone else.
Aug 21 - pickup by Aramex.
Aug 23 - delivered by Aramex to WD as per Aramex tracking.
Their website status still shows waiting for product
Get through to them on the phone only with repeated effort. Even after getting through to the number, getting someone on the line is another major accomplishment. They say there is some issue with their status updating. They say my drive was entered as received in their system on Aug 28th. They cannot account for the black hole between Aug 23 to 28. Their constant answer is that we will send a replacement in two or 3 days.
If their phone support is bad, their email support is unbelievable. No matter what I write, I get the same canned response. Once I told them I wanted a meaningful reply and not a canned response. To that email I got no answer. I don't know who to escalate to for that.
I got through on the phone twice yesterday. Each time I asked for a senior person. That was a big mistake. Both times I just had to listen to music that I didn't like for a long while before it disconnected. Moral: If you do get to speak to someone at WD, don't say you want to speak to someone else.
well the rma status shows drive was recieved by them. then another status shows they have shipped the same series & capacity drive along with serial no.Desecrator said:
but courier name is "blank_blank_blank" and tracking no is not given. So i'm at mercy of the courier company to show up. WD Support looks like one way here. We have to provide them with everything they want including very good packing for dead drives and they don't have courtesy to even give a tracking number. They dont even have metro centers for dropping the dead drives. Stupid company policy really. I'm sticking to seagate products from now on. Atleast its faster to dump dead products into seagates place for 50bucks traveling expense compared to shipping a hdd to delhi.
Here's my story 
...
I registered on 23rd, and drive was picked up on 26th by GATI and delivered on 28th. After that I've been constantly getting, 'your drive will be shipped in next 2-3 days' response, finally today I got a different reply, was told that all the drives from the batch which were received till 28th Aug will be shipped either today or tomorrow, and would reach me by Friday. Lets hope there won't be any further delays :|
btw the website still shows the status as waiting for the drive to be recieved :S
... I registered on 23rd, and drive was picked up on 26th by GATI and delivered on 28th. After that I've been constantly getting, 'your drive will be shipped in next 2-3 days' response, finally today I got a different reply, was told that all the drives from the batch which were received till 28th Aug will be shipped either today or tomorrow, and would reach me by Friday. Lets hope there won't be any further delays :|
btw the website still shows the status as waiting for the drive to be recieved :S
Haha congrats! Which courier delivered the drive btw?6pack said:Update: Got my drive today - brand new, unopened and does not have the dreaded certified Repaired HDD on it. checked it - not DOA, no weird noise too. made a quick format, will give it full format at night before going to sleep.
yay! yay!
I think both of our drives were sent for RMA at the same time. *fingers crossed*
@Desecrator and @m-jeri thanks.
courier was AFL. days taken for drive to reach me was 2 days after shipping from their side. Days from rma date would be about 20 (counting sundays), and if i count from when i shipped the drive and they got it would be around 18 days.
drive i got is of july 2010 make and warranty shows same warranty as of old rma'd drive. so i can't sell that bugger now. lol. will use as backup or downloading drive.
most probably, you guys will receive your drives this week itself.
courier was AFL. days taken for drive to reach me was 2 days after shipping from their side. Days from rma date would be about 20 (counting sundays), and if i count from when i shipped the drive and they got it would be around 18 days.
drive i got is of july 2010 make and warranty shows same warranty as of old rma'd drive. so i can't sell that bugger now. lol. will use as backup or downloading drive.
most probably, you guys will receive your drives this week itself.
Emil said:
Shock and awe: when I got home this evening the replacement was waiting for me. Apparently sent out on Sept 4. The guy I spoke to yesterday didn't even know it. So there is hope for all you guys.
Only bad part for me - The hdd I sent had 5 years warranty - till April 2014.
The replacement is warranted till Sept 4th 2013 ie 3 years from replacement. I will raise this issue with them as I believe my hdd warranty date should stay till the end of the original warranty.
Update on my replacement HDD warranty.
I wrote to WD and told them about the issue of warranty period. They wrote back asking me to send a scanned copy of the invoice. I did that and got a reply that they have extended my warranty. I checked today and found it has been extended to 24th April 2014. The original was till 1st April 2014. So I now effectively have a brand new hdd with better warranty than if I were to purchase one today.
The replaced HDD also appears about 25 - 30% faster than my Seagate system drive. On the whole I am satisfied with the service.
BTW my original hdd was WD5000AACS while the new one is WD5000AADS. Could someone quickly tell me the difference?
I wrote to WD and told them about the issue of warranty period. They wrote back asking me to send a scanned copy of the invoice. I did that and got a reply that they have extended my warranty. I checked today and found it has been extended to 24th April 2014. The original was till 1st April 2014. So I now effectively have a brand new hdd with better warranty than if I were to purchase one today.
The replaced HDD also appears about 25 - 30% faster than my Seagate system drive. On the whole I am satisfied with the service.
BTW my original hdd was WD5000AACS while the new one is WD5000AADS. Could someone quickly tell me the difference?