WD is sloowww

madmatmadmat
edited December 2003 in Hardware
My dead drive that got RMA'd to WD last month has been sitting at WD's offices for 16 days now that they've admitted (although it was sent on the 26th of last month) and the store where I bought it today called them and they confirmed that no one's even looked at it.
I'm not too terribly impressed with their RMA department, I hate to say it but I won't be buying any more WD drives.

Comments

  • LeonardoLeonardo Wake up and smell the glaciers Eagle River, Alaska Icrontian
    edited December 2003
    Don't they have an RMA option whereby they ship you a replacement drive before they receive your defective drive? Well, at least if you give them a credit card number. I used that option with a Maxtor drive recently and the process worked perfectly, and was speedy.
  • Straight_ManStraight_Man Geeky, in my own way Naples, FL Icrontian
    edited December 2003
    Well, turnaround time near Thanksgiving and Christmas is a peak time. The trick is to call them with a diagnostic result and send directly from you to them.

    I would call tech support directly myself and talk to a supervisor, on Dec. 26th. Ask him what the turnaround time is for an RMA typically, then explain your problem. Best thing would be to get the RMA number from the store first. I have always done WD RMAs directly, that leaves out folks telling you one thing when they misunderstood something that was said because you are talking to the mfr this way.

    IF WD gets a drive sans any result code from the diags, they have to run diags themselves and have to run them with drive in a box-- labs like this have only so many computers, so it might be waiting in line to be tested as WD does thousands of ships a month of new HDs. IF they have a result code, their lookup can tell them exactly what is wrong and they typically ship a mfr's refurb good for remainder of warranty-- this is true of ALL HD mfrs. Maxtor averages 30 day for an RMA process on an unknown and unID'd drive issue, sometimesd 45 days this time of year. A month is average, and have seen a Samsung take 5-6 weeks to get RMA back.

    Sorry, but that is reality for HDs these days, few fail and those that do take a while to troubleshoot if the diags are not run FIRST.

    John.
  • LeonardoLeonardo Wake up and smell the glaciers Eagle River, Alaska Icrontian
    edited December 2003
    The complete process - from the time I filed the online RMA request, to the time I received the new/refurbished drive, took 7 days. I did not even have a diagnositic code, because the computer would not detect the drive at all. Maybe my timing was perfect by luck. But then, that's the only hard drive RMA I've done.
  • madmatmadmat
    edited December 2003
    According to the email WD sent to the store the turnaround was 5-7 working dayswhich means the drive should've been shipped on the 17th at the latest.
    I was having the same problem Leo, my comp wouldn't even finish posting with the drive connected.
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