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Thread: Western Digital buyers beware!

  1. #51
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    wd HDs

    In other news, I learned through my place of business that WD will no longer be honoring warranties from the date of purchase. Instead, they are going to rely on the "born-on date" on the label.

    I hate to surprise you with something.....but that was ALWAYS the case.

    The Maxtor drive I had, blew a ghost about 1 year after I bought it........and I found out at that point it was 1 year past warranty.

    In another words, when I bought it from London Drugs, the drive was already 1 year old, thus right off the shelf, it had no warranty!


    What sucks, if you buy a retail version (retail box) the date of manufacture on the drive is never printed on the box. you can write down the SN (and of course nobody will let you use their computers to check the warranty)

    I swear tha the box should have the PN, SN, and Manufactured on date on the label.....

    Thats why I only buy OEM drives now......just look on the label, all the info is there.......some stores try to cover that up with a price tag........he he he.....If thats the case....I peel the label and move it somewhere else on the drive before I pay for it.......if the manufacture date is very old.....I tell them to bring me another one........

    YUP, the people at the stores might hate me, but I am only protecting myself and my warranty, y'all should do the same.......no point in getting a new HD that had its warranty expired while it was in the store waiting to get sold.

    Cheers

    Marty

  2. #52
    Maximum Bitrate Fusion-One's Avatar
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    I havent bought from WD in three years. Heres my sob story.

    I had recently purchased a new 60 gig 7200rpm WD drive, and damn was it fast. I had quite a bit of confidence in their products, based on reviews and suggestions from friends.. I decided it was time to clean up my 50ish CDR's that were floating around burned with random bits and bobs, and reburn them in a more organized manner... so I dumped the data off of all of them, and tossed them out (Yes, I know), as they were pretty nasty with scratches, and a lot unlabeled. I didn't reburn the data right away, puting too much faith in this WD drive I had, and being lazy. Three weeks passed, and the drive died. I lost 40 gigs of files which I was never able to recover.. over 5 gigs of drawings and photoshop illustrations gone, all which I only have in my memory now.

    So, I got my replacement from the store where I purchased it, and was on my way. Within 2 months, the replacement drive failed.. and I was off again to get a replacement. This third drive fared little better and failed within 3 months. When I went back to the store I was fit to be tied. They tried to say my powersupply was blowing them, however, I knew from volt metering that this was not the case, and refused all offers of RMAing the drive. I demanded a different brand. The 60 gig Maxtor 7200rpm I got as a replacement is still in perfect working order several years later, without so much as a hiccup.

    My lessons learned?

    1. WD can suck the **** clean out my ***.
    2. Maxtor makes solid stuff. Seagate, too.
    3. Backup your files. BACKUP YOUR FILES. BACKUP YOUR FILES


  3. #53
    Maximum Bitrate deadweasel's Avatar
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    Quote Originally Posted by dope_marty
    I hate to surprise you with something.....but that was ALWAYS the case.
    Actually, it hasn't. At least, if it was, then there are more than a few people at Western Digital who were sacked as a result of processing RMA replacements for drives that were past their warranty according the label, but were within their first year after purchase. We processed I can't tell you how many drives in this manner from our store alone, and there were about 12 stores total nationwide, all doing the same thing with no issues.

    That is, until sometime a couple of months ago when we received a memo from HQ regarding the "new" WD policy. I was outraged, because we have a wide selection of drives that don't all move at the same rate. For example, we have a slew of 40GB drives, but all the sale prices keep getting applied to the 120s and up. SO we have all these drives, which, according to the labels, are past or nearly past their warranty. We sell retail drives, packaged as OEM, so it's easy to check the labels.
    It ****es of Corporate, but I intentionally check the labels before I sell a drive to a customer, offering to give them a bigger drive at a discount if I can't find one with at least 10 months left on the warranty.

    I would rather have the owners of the company upset with me for being up front and honest with customers who trust our company for that very concept, rather than work as a "good employee" and simply foist something onto a customer that has little or no support, without the customer even knowing about it until it's too late. That's what CompUSA does, and it's why I left them to work where I do now.

    Anyhow, as far as I knew, WD was processing our RMA replacements until just a couple of months ago. I don't know about the other manufacturers at all, except to say that Seagate appears to have a really good track record. Well, Hitachi is doing really good since they took over the hard drive operations from IBM too.

    Incidentally, most of the problems that I have seen with WD drives revolve around onboard controller failures with the WD800BB, WD1200BB and WD1600BB model drives. These drives apparently suffered from a sporadic rash of bad controllers, causing the drives to go into either a "click of death", suddenly corrupt partitions and/or cause all data to go completely funky and useless. The problem was possible to repair by replacing the controller board with one from the exact same model (which is what WD did to repair our RMA units), but it frustrated a whole heck of a lot of people.
    If you are looking at a really good deal on a WD drive, you should be able to feel reasonably confident of solid operation if the drive is one of the JB (8MB cache) models, or a SATA (Serial ATA) model. I get very few returns/complaints on those models of WD drives.
    The ALEXIS Project
    MP3---VIDEO---GPS---REARVIEW---OBD---SKINNING
    Color Coding :
    DONE / MOSTLY DONE / BASE FEATURES / WORKING CONCEPT / NO CODE COMPLETED

  4. #54
    Maximum Bitrate deadweasel's Avatar
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    Quote Originally Posted by Fusion-One
    I had recently purchased a new 60 gig 7200rpm WD drive... and the drive died.

    3. Backup your files. BACKUP YOUR FILES. BACKUP YOUR FILES

    Sorry to hear about the devastation. Some folks here know I nearly went through the same catastrophe. Luckily I was able to save the data, but the drive was toast.
    I think part of the problem was that model 60GB drive. It's apparently an odd size for some reason, and was almost universally a piece of crap. I never did see a "Special Edition" (JB) model of that drive, and it just seemed to fizzle out as a model line. Even Maxtor and IBM had major issues with their drives of the same capacity. Disappearing partitions, click-of-death, you name it, those drives experienced it.
    I think you were simply steered in the wrong direction on which one to get, but everyone has their good and bad experiences. My suggestion is simply don't let yourself become "brand-blinded."
    A good experience with a particular brand doesn't necessarily mean you will ALWAYS have good luck with that brand, and the converse is true as well. Don't get what I mean? Look at MSI. They used to be the bastard bottom-of-the-barrel brand, down there with Elitegroup (ECS) and PC-Chips (which is now owned by ECS). They disappeared from the face of the earth for about a year, and next thing you knew, *BAM* they were putting out top-quality video cards and motherboards. They took Top in the Industry for their 865PE Intel board last year, and were among the first to release Athlon64 motherboards. They're STILL going strong, continue to perform almost flawlessly according to customers, and yet, I STILL get that odd customer who had one bad board, and now swears that ASUS is god among manufacturers, because they NEVER had a problem with them.
    Meh, it's all luck of the draw in most cases, but in some (like those poor WD drives), the manufacturer runs into something that doesn't show up until months after release.

    I wasn't lecturing just then, was I? Oh crap I think I was.

    Moving on:

    Your third point? PRICELESS ADVICE. Everyone, you know that backing up is important, but let me tell you firsthand: DO IT. DO IT NOW!!

    Anyone remember ALEXIS? My carputer interface project? Yeah. Thrown out in the trash dumpster (while I was away) with the testbed computer by a roommate's wigged-out ex-girlfriend. I was in the process of moving out when she showed up and threw out what I hadn't already snagged.
    I had moved the ALEXIS code over to that computer since it wasn't being powered up for a while, and I needed the space on the main system. Bad move. Now I have to start over from code that's many many months old. Should have burned it to disc, but now it's gone for good.

    /borderline lunatic ranting finished.
    The ALEXIS Project
    MP3---VIDEO---GPS---REARVIEW---OBD---SKINNING
    Color Coding :
    DONE / MOSTLY DONE / BASE FEATURES / WORKING CONCEPT / NO CODE COMPLETED

  5. #55
    Constant Bitrate TyBong's Avatar
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    I HATE WD! WD drives just suck, nuthing but problems dealing with them and they're drives, that is also why I just go seagate all the way, (as I have also proven to myself by dragging a seagate behind my car and it still worked)(I was bored)
    MORE COWBELL.

  6. #56
    Maximum Bitrate deadweasel's Avatar
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    Quote Originally Posted by TyBong
    I HATE WD! WD drives just suck, nuthing but problems dealing with them and they're drives, that is also why I just go seagate all the way, (as I have also proven to myself by dragging a seagate behind my car and it still worked)(I was bored)
    You dragged.... aww hell.

    *runs out the door to go buy a Seagate drive*
    The ALEXIS Project
    MP3---VIDEO---GPS---REARVIEW---OBD---SKINNING
    Color Coding :
    DONE / MOSTLY DONE / BASE FEATURES / WORKING CONCEPT / NO CODE COMPLETED

  7. #57
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    To put in my 2cents... I had returned a WD drive and I thought the service was fine. I had an error as you did but the next day it worked. I did the advance option, where I put in my CC incase I dont return the damaged product. I recieved my new WD in about a week. And that was that.

    I dont really like their drives though.

  8. #58
    Raw Wave tj!2k4's Avatar
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    Okay here's the update and resolution.

    (yes, another lengthy post.. now you understand why it took me so long to get this update posted)

    I left off having sent emails on Friday and again on Tuesday asking that the RMA be cancelled (because the vendor, Monarch, was taking care of the replacement), and I asked that the case history be forwarded to the president; I received no emails from WD confirming the cancellation, or otherwise.

    11/16/05
    Wednesday afternoon FedEx delivered the replacement hard drive from Monarch, and I promptly installed it in the NAS. I was expecting a couple of items that day, and DHL was the next delivery (replacement TiVo).

    About 1/2 hour later the doorbell rings again, and it's the UPS guy with another delivery. I briefly glanced at the box but couldn't make out the sender and signed for it. After bringing the box into the house I see that there's a big "Overnight" label on the box. After closer scrutiny of the shipping label, I can just make out the bottom-most portion of the letters "WESTERN DIGITAL."

    "!!OMGWTFWD!!"

    They had sent me the drive via overnight delivery after I specifically requested cancellation of the RMA. There was no way I was going to pay for return shipping. There had been no notification that the drive was going to be shipped. Not to mention that I had sent email twice requesting cancellation. Had the sender been apparent, I would have refused acceptance of the package. But now I was stuck with it.

    Incensed, I dialed WD again and immediately asked to speak with the manager. After a brief hold period, the manager Scott came on the line. He remembered me from my prior call, and as he started to tell me that he couldn't provide a status update, I interrupted him and explained to him that I had just received the hard drive, and that unless this was a "gift" from WD, I wanted nothing to do with it, and that they would have to make the arrangements to have the drive returned to them.

    He was completely baffled that I had received the drive, and proceeded to check their system again. According to the system there was no record of the drive having been shipped, or any email notification being sent to me that I was going to be receiving the replacement.

    He then said he would have to escalate the case and that they would call me back. When I asked what the timeframe was for the call-back, he told me it would be a couple of days. !!! I asked him to please call me back that day before he left -- whether or not they had come to a conclusion as to how they were going to handle this. I had been through enough and just wanted to be done with it.

    I left the house to run to the pharmacy for a couple of minutes, and when I returned, I had the following email in my inbox:

    Dear David,

    I want to apologize for any inconvenience this hard drive issue may have caused you. I wanted to speak to you

    personally in regards to these issues. I have left you a message at xxx-xxx-xxxx. I understand the warranties have been updated to 5 years and the drive was replaced and shipped to you on RMA #: xxxxxxxx.

    Please give me an alternate phone number to discuss the customer service/satisfaction issues with you.

    If you have any questions, please call or email me.

    Sincerely,

    Jim Case

    Manager, Customer Relations
    Western Digital Technologies

    So I fired off the following reply:
    Hi James,

    Thank you for finally contacting me.

    Please see the forwarded emails below for the complete history and understanding of my dissatisfaction with Western Digital.

    The last portion of the saga, which is not covered in my documentation of this case is that on Nov 11, since I had made other arrangements to have the drive replaced, I sent email to Western Digital requesting that the RMA be cancelled. I received no reply from Western Digital. And again yesterday I forwarded the original mail requesting cancellation and received no reply.

    Then, to my surprise, a drive shows up today. I wouldn't even have signed for the package if I hadn't been expecting other items and the sender had been evident at first glance. I received no notification that the drive was being shipped, and I'm sure that Scott informed you that there is neither a record of the drive being shipped, nor email notification being sent to me, as he told me.

    The fact that I received the hard drive overnighted to me after I SPECIFICALLY requested TWICE that the RMA be cancelled shows a complete lack of attentiveness. Based on this, I would also have to assume then that my email also never made it to the Mr. Shakeel as I requested.

    Let there be no doubt about it: after all the time wasted and aggravation I've had to put up with, under no circumstances will I pay to ship this drive back to WD, and I will take it to court if it boils down to it.

    As I see it, the options are either:

    a) WD sends a prepaid shipping label, or
    b) uses this as the last opportunity to "set things right"

    I keep being told that these screw-ups never happen at Western Digital..... but how can ALL of it happen to just me?

    Are you still in the office? If so, I can be reached at home at xxx-xxx-xxxx now. If not, I can be reached on the cell phone at xxx-xxx-xxxx tomorrow.

    I would be "happy" to "spend" even more time on the phone with "Western Digital," but in all honesty I'm not sure I can see what purpose this would serve: the documentation is all in front of you.

    David [..]
    Literally seconds after I hit the "send" button, my phone was ringing, and caller ID said "Western Digital C". I answered, and Mr. Case was on the other end, and we discussed what had transpired.

    He was apologized for the bad experience I'd had, and said he was very surprised that this particular model had failed: it is the "cream of the WD crop" and the best product WD has ever produced, and in addition, each drive is burn-in tested prior to release for sale.

    He also briefly outlined his position and history with Western Digital, having one of the original employees there (since the days when WD was just a chip manufacturer). Furthermore, he wanted to make things right: I didn't have to return the hard drive I had received from Western Digital, and should disregard any return shipping labels, should I receive them, and I would not be charged for it.

    I further inquired as to what the reason was for all of this to have occurred, and I found out that were apparently a couple of gremlins at work here.

    WD has been going through a massive update of their Oracle databases, and that it had been quite problematic in more way than one: This was the cause for the incorrect warranties, and it has resulted in a huge mess with the reported quantities of warehouse stock: one day it shows thousands of items, and the next day it shows negative quantities.

    In addition to this, he checked the case history notes made by the call center staff and noted that they had made mainly one-line vague entries. As it turns out, WD farms out the telephone support to a contractor, and he said that he would make it a point to meet with them in order to discuss what had happened, and the level of service that he expected them to provide to WD's customers.

    --

    All in all, although it was for the most part a rather unpleasant experience, I'm satisfied with the resolution, and that Mr. Case did the right thing. I also appreciate having some insight into what the root causes were that led to this massive support failure.

    I'm still not excited about the fact that this occurred, but I also know how database implementations and upgrades can go wrong, so I can understand how this all happened. Admittedly this has opened Jim Case's eyes to some customer service issues, and I hope that he follows through with whatever changes are required to improve their support protocol.

    "The End"


    -

    A shot of the shipping label:

    "what is this, and who sent it to me?? AAAAAAAAARGH!!! OMGWTFWD!!!!!"
    Attached Images Attached Images  

  9. #59
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    Furthermore, he wanted to make things right: I didn't have to return the hard drive I had received from Western Digital, and should disregard any return shipping labels, should I receive them, and I would not be charged for it.


  10. #60
    Maximum Bitrate deadweasel's Avatar
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    Quote Originally Posted by tj!2k4
    Okay here's the update and resolution..."The End"
    Very cool that the case was resolved in so final a fashion, and it probably didn't hurt your feelings to get a free drive out of the deal either, eh?

    Despite what some folks have said here, I still put some stock in their drives. One or two bad experiences doesn't mean the whole company and their product are suddenly crap. That just doesn't happen.
    What *shouldn't* happen is
    1) Farming out your phone support without letting the customer in on the secret somehow
    2) Not making sure the support company you've hired will at the very least give the customer some form of alternative information source
    and
    3) Not notifying (or putting a system into place to do so) ANYone who's communicated with the company about an issue related to internal software problem ABOUT the problem in any way, shape or form, leaving them (the customers) to fend for themselves and grope about for some kind of answers (as you yourself were forced to do).

    Hopefully your issue will result in a vast improvement in the quality of service and support that other WD customers will experience in the very near future. Big business being the weird creature that it can be, I kind of doubt that any changes will be immediately noticable, but I'm betting something pretty positive happens one way or another.

    Again, congrats on getting things set right (and on a free drive!)

    -DW
    The ALEXIS Project
    MP3---VIDEO---GPS---REARVIEW---OBD---SKINNING
    Color Coding :
    DONE / MOSTLY DONE / BASE FEATURES / WORKING CONCEPT / NO CODE COMPLETED

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