Yea, it's happened again. A few days after i praise a brand for good customer service and RMA experience ---- it comes back to haunt me :lol:
I'm in the process of RMA'ing (or trying to RMA) a 1TB Mybook Essential with WD. Now I'm no stranger to their RMA process having done it successfully without the tiniest hiccup twice in the past.
This time, things have gone wrong. And for an idiotic reason. It appears these guys have NO control over directly coordinating or validating their inbound backend coordination with courier agencies. My theory is that they've got one of those typical cost escalation/payment delay etc etc "Indian" centric reasons for their utterly pathetic logistics process for inbound courier movements which include pickup. However this seems to be somewhat recent (unless others have faced this issue much before as well)
I had my pickup scheduled for the 19th of January. The drive is still sitting pretty n all packed up on my table. No sign of ANY courier that WD has tied up with. A countless number of calls to their helpline has no effect either - Reason? - They only "update" and "escalate" (I think the word "escalate" MUST be DEFINED and PLASTERED for their call center guys to understand that it means a heightened priority achieves a better and more effective response) it to their "storage warehouse" and courier handling department - whatever that is and whoever they are. BUT - there's always a BUT - they have no other means of finding out any further details, no call logs, no 2 way information dialogue, no telephone number (AND WE ARE IN A DIGITAL AGE?) NOTHING.
In short, in today's day of optimized workflows and process driven methodologies - HUMAN INTERACTION - is just non existent in 1 area... and an entire customer service experience is ruined.
I repeatedly asked them for a local courier contact - anyone that i can call in the whole of Mumbai (I live in Mumbai proper - Dadar area) and they still don't have any help because they DON'T KNOW who handles the courier allocation or pickup assignments at the other end of their "call log system" :happy26:
No SIR! you're just doomed. So for all of you who are facing this issue or need to handle WD RMA's in the future... Don't waste your time. There is an option apparently where you can send in your drive with ANY courier to their office as a TO PAY shipment & WD says they will pay for the shipping charges. (Though they were unclear on my question to them about valuation of the drive & insurance charges etc). I think it's risky.... but since WD's courier pickup now officially sucks worse than a sour lemon.... it's the only option i guess.
If my drive doesn't get picked up by Friday (which will make it over 2 weeks since i registered my RMA) ... I will send it to them with BlueDart & update you guys on how it goes.
//END OF RANT//
PS. - Consider yourselves warned about WD's courier pickup service. Metro City or not... looks like they've gone to hell
I'm in the process of RMA'ing (or trying to RMA) a 1TB Mybook Essential with WD. Now I'm no stranger to their RMA process having done it successfully without the tiniest hiccup twice in the past.
This time, things have gone wrong. And for an idiotic reason. It appears these guys have NO control over directly coordinating or validating their inbound backend coordination with courier agencies. My theory is that they've got one of those typical cost escalation/payment delay etc etc "Indian" centric reasons for their utterly pathetic logistics process for inbound courier movements which include pickup. However this seems to be somewhat recent (unless others have faced this issue much before as well)
I had my pickup scheduled for the 19th of January. The drive is still sitting pretty n all packed up on my table. No sign of ANY courier that WD has tied up with. A countless number of calls to their helpline has no effect either - Reason? - They only "update" and "escalate" (I think the word "escalate" MUST be DEFINED and PLASTERED for their call center guys to understand that it means a heightened priority achieves a better and more effective response) it to their "storage warehouse" and courier handling department - whatever that is and whoever they are. BUT - there's always a BUT - they have no other means of finding out any further details, no call logs, no 2 way information dialogue, no telephone number (AND WE ARE IN A DIGITAL AGE?) NOTHING.
In short, in today's day of optimized workflows and process driven methodologies - HUMAN INTERACTION - is just non existent in 1 area... and an entire customer service experience is ruined.
I repeatedly asked them for a local courier contact - anyone that i can call in the whole of Mumbai (I live in Mumbai proper - Dadar area) and they still don't have any help because they DON'T KNOW who handles the courier allocation or pickup assignments at the other end of their "call log system" :happy26:
No SIR! you're just doomed. So for all of you who are facing this issue or need to handle WD RMA's in the future... Don't waste your time. There is an option apparently where you can send in your drive with ANY courier to their office as a TO PAY shipment & WD says they will pay for the shipping charges. (Though they were unclear on my question to them about valuation of the drive & insurance charges etc). I think it's risky.... but since WD's courier pickup now officially sucks worse than a sour lemon.... it's the only option i guess.
If my drive doesn't get picked up by Friday (which will make it over 2 weeks since i registered my RMA) ... I will send it to them with BlueDart & update you guys on how it goes.
//END OF RANT//
PS. - Consider yourselves warned about WD's courier pickup service. Metro City or not... looks like they've gone to hell
.
