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The original was posted on /r/datahoarder by /u/japertas on 2024-01-18 14:57:15+00:00.
Sharing my current experience with Seagate RMA process, which has proven to be one of the worst CX of my life (...so far). Has anyone else had issues like this?
TLDR: Bought a drive from Amazon, refurbished Seagate 16tb. Drive failed within a year, seller and Amazon ignored requests to honor the warranty (Amazon only offers 3 months, Seller does not respond). Seagate offers to help, and replaces the drive. Replaced drive starts failing within weeks (bad sectors), and I initiate RMA. This results in 3 different case numbers being created (every time I reach out), each time agent would promise RMA has been created, with nothing delievered in email/mailbox. Apparently, the replacement drive is registered to another person (agent referred to me by a wrong name, and shared their email address too). Last #3rd case attempt, agent suggests the first replacement was an exception, and they can't help me. I am lost at what happened, what do I do with the brick.
Full story:
2022 Oct.
Purchase a refurb drive on Amazon JP, store it as a replacement.
Amazon renewed items come with 3month warranty, but seller advertises drives with 5 year warranty.
2023 Oct
Connect the drive - it's dead. Can hear a clicking noise, won't power on (troubleshot with different cables, etc.). Contact Amazon, Seller. Amazon can't help (past 3months), Seller doesn't respond.
2023 Nov
Reach out to Seagate, and after providing proof of purchase, they agree to replace. Here starts the FUN. They deliver a new drive two weeks later. The new drive starts spewing bad sectors in hundreds every few hours. First I follow protocol, try to register the drive on their site - drive is "already
returned", can't start RMA through the website.
2023 Dec
Reach out to Seagate to start RMA. All is done via Messages/iMessage app. A human agent replies me, requesting my personal data - email,name, country, serial # etc. I provide all, including previous case number. Then I get back: "Sure, Jack (name changed), please allow a few minutes". I'm not Jack, but I let it pass for now.
"Can I initiate the process, Jack?", I say sure, but add this time "I'm not Jack". They apologize, but then ask "I believe your email is "[email protected]?". I say no, it's not, and to refer to the previous case # I have given, instead of guessing my PII. Agent suggests, they will escalate this to a "concern team". Nothing for a week.
First, I reach out through their compliance line, that they just dumped somebody elses personal information on me. They reply me with "thanks for letting us know". Same day, in same email thread they tell me RMA was already created and sent to me. Nothing ever arrived. They ask for a picture of the drive. I send it back to them. They reply - they will consult "concern team". Nothing afterwards for a month.
2024 Jan I reach out again to them on Messages. I provide agent with serial number, case number. Agent suggests, there's no RMA order created as of now for the drive. They suggest I can do it myself, by using their website. I tell agent to eat grass - I have already tried this, didn't work because it is incorrectly registered as belonging to some Jack, and previous agents who promised RMA was in process.. were lying to me? I ask agent to complete RMA for me, as previous agents promised they would. Agent replies - they will try.
They ask for proof of purchase - I tell them it's a replacement drive from Seagate. Agent insists to see the original drive purchase - I send them invoice of the original drive. Agent suggests, it's a refurb, so they can't help me. I tell them, they already did help me, sent me a replacement that failed.
Agent suggests - this was a one time exception. I ask them, what am I supposed to do? I can't send the replacement back to seller (who replied FINALLY, two months later via Amazon), because it's a new serial number. And now stuck with a month old Seagate replacement, and "tough luck!"?
They reply - they will consult "concern team" within 48hours. Nothing yet after 72 hours.
Is this an isolated case? Could I expect better experience with WD/other companies? Can't sleep at night now, knowing i have 4 more Seagate drives in my Unraid array.