Why I'm FURIOUS with Seagate!

[imported_boe]

I just purchased a couple of new Seagate hard drives. One arrived DOA. I can live with the fact one was defective but what I can't live with was the RMA process. Even though the unit just arrived they said they'll rebuild it. I asked if they could send me a new one and they said - no - that is not our policy. I thought maybe I had a trainee on the phone so I politely asked for the supervisor - I was given a number to call. 3 phone calls later I got a call back and they said - nope - not our policy - you'll have to get it repaired!

If you bought a DVD player and you paid for it but then when you went to the pickup counter they dropped it - they say - ohh - we'll get it fixed and send it to you - HOW WOULD YOU FEEL? Wouldn't you feel like they should at least apply some vaseline?

I'm furious. I've had tremendous luck with on of their biggest competitors but I thought I should give Seagate a try - WHAT A MISTAKE!

 

[cmdrdredd]

Originally posted by: boe
I just purchased a couple of new Seagate hard drives. One arrived DOA. I can live with the fact one was defective but what I can't live with was the RMA process. Even though the unit just arrived they said they'll rebuild it. I asked if they could send me a new one and they said - no - that is not our policy. I thought maybe I had a trainee on the phone so I politely asked for the supervisor - I was given a number to call. 3 phone calls later I got a call back and they said - nope - not our policy - you'll have to get it repaired!

If you bought a DVD player and you paid for it but then when you went to the pickup counter they dropped it - they say - ohh - we'll get it fixed and send it to you - HOW WOULD YOU FEEL? Wouldn't you feel like they should at least apply some vaseline?

I'm furious. I've had tremendous luck with on of their biggest competitors but I thought I should give Seagate a try - WHAT A MISTAKE!

If you get a 100% working drive with the same 5 year warranty what's the problem?

You can't be so dillusional to believe that every other manufacturer sends you a brand new sealed component when you send them a used/broken one? Get real.

 

[PurdueRy]

Originally posted by: boe
I just purchased a couple of new Seagate hard drives. One arrived DOA. I can live with the fact one was defective but what I can't live with was the RMA process. Even though the unit just arrived they said they'll rebuild it. I asked if they could send me a new one and they said - no - that is not our policy. I thought maybe I had a trainee on the phone so I politely asked for the supervisor - I was given a number to call. 3 phone calls later I got a call back and they said - nope - not our policy - you'll have to get it repaired!

If you bought a DVD player and you paid for it but then when you went to the pickup counter they dropped it - they say - ohh - we'll get it fixed and send it to you - HOW WOULD YOU FEEL? Wouldn't you feel like they should at least apply some vaseline?

I'm furious. I've had tremendous luck with on of their biggest competitors but I thought I should give Seagate a try - WHAT A MISTAKE!

I was not satisfied with their RMA process either. However, mine involved losing years worth of pictures and having to rerip all my CDs...

 

[imported_boe]

Originally posted by: cmdrdredd

If you get a 100% working drive with the same 5 year warranty what's the problem?

You can't be so dillusional to believe that every other manufacturer sends you a brand new sealed component when you send them a used/broken one? Get real.

The problem is, I'm getting a fixed unit - if you went to buy a new car and the axle was broken but they fixed it - would you still want it? It's still got the warranty!

I build a lot of systems and service a lot of others. I typically use their biggest competitor - there are many brands I won't use as they are typcially the ones I'm replacing. When I occassionally get a DOA - not only do I get a new replacement, I don't pay shipping.

 

[Sniper82]

Originally posted by: boe
I just purchased a couple of new Seagate hard drives. One arrived DOA. I can live with the fact one was defective but what I can't live with was the RMA process. Even though the unit just arrived they said they'll rebuild it. I asked if they could send me a new one and they said - no - that is not our policy. I thought maybe I had a trainee on the phone so I politely asked for the supervisor - I was given a number to call. 3 phone calls later I got a call back and they said - nope - not our policy - you'll have to get it repaired!

If you bought a DVD player and you paid for it but then when you went to the pickup counter they dropped it - they say - ohh - we'll get it fixed and send it to you - HOW WOULD YOU FEEL? Wouldn't you feel like they should at least apply some vaseline?

I'm furious. I've had tremendous luck with on of their biggest competitors but I thought I should give Seagate a try - WHAT A MISTAKE!

If they was new then why not send it back to place you bought it? They would have sent you a brand new one. I do understand that you paid retail price(or guessing you did) for the drive and it feels like your getting a used one back which really you are. They are unlikely gonna send you that one back. They will most likely send you a refurb of a drive thats been used and just add whats left of your warranty on it. But personally I'd just deal with it since they are RMA'ing it no problem. Any hard drive manufacture does this and most other hardware manufactures do to. Only company I know of that sends out brand new RMA's is Logitech which IMO have the best customer service to date(that I've dealt with anyway). Remember in the future if you can return it back to where you bought it do that instead.

 

[PurdueRy]

Originally posted by: boe

Originally posted by: cmdrdredd

If you get a 100% working drive with the same 5 year warranty what's the problem?

You can't be so dillusional to believe that every other manufacturer sends you a brand new sealed component when you send them a used/broken one? Get real.

The problem is, I'm getting a fixed unit - if you went to buy a new car and the axle was broken but they fixed it - would you still want it? It's still got the warranty!

I build a lot of systems and service a lot of others. I typically use their biggest competitor - there are many brands I won't use as they are typcially the ones I'm replacing. When I occassionally get a DOA - not only do I get a new replacement, I don't pay shipping.

They were going to make me pay shipping when their hard drive died on me after one month of use. I had to request to speak to a manager. The person on the phone kept asking me why I did. I told her "Just give me to a manager" and she finally did. I then had to argue my case in order for them to wave the $15(around that) "fee" I would have to pay to get the new hard drive shipped out right away and shipping paid for. I was, in the end, satisfied I suppose. But I know, when I worked retail, if our product ever failed, we were quite a bit more understanding.

I flat out told Seagate that their Customer Service did not live up to its reputation I had heard about.

 

[rise]

Originally posted by: cmdrdredd
If you get a 100% working drive with the same 5 year warranty what's the problem?

You can't be so dillusional to believe that every other manufacturer sends you a brand new sealed component when you send them a used/broken one? Get real.

wow, AT loves their seagate drives. even though they're sounding like the next antec.

why people keep giving them a break, i don't know. i'm a WD fan so whatever

 

[DrMrLordX]

I don't know about that . . . outside of the 7200.8 and some 7200.9 drives, I haven't heard many complaints about Seagate quality. This is the first time I've seen anyone go nuts about their RMA process.

Seems to me like they handled things rather poorly, especially considering the fact that the OP essentially paid full price for a new drive and wound up with a rebuilt unit. I have no idea how Western Digital, Samsung, or Hitachi would have handled the same situation, so maybe this is an industry-standard practice?

I love my 7200.7 drive for what it's worth, but then, it wasn't DOA when I got it.

 

[jackschmittusa]

I know for a fact that WD replaces a new, DOA drive with a refurb.

 

[cmdrdredd]

Originally posted by: jackschmittusa
I know for a fact that WD replaces a new, DOA drive with a refurb.

Yes, so does Maxtor, Samsung, and Hitachi. It's standard practice.

DOA means you go back to the retailer you purchased it from not the manufacturer.

About shipping fees, it's standard for many hardware manufacturers to expect the end user to handle any and all shipping costs involved in the RMA.

 

[cmdrdredd]

Originally posted by: rise

Originally posted by: cmdrdredd
If you get a 100% working drive with the same 5 year warranty what's the problem?

You can't be so dillusional to believe that every other manufacturer sends you a brand new sealed component when you send them a used/broken one? Get real.

wow, AT loves their seagate drives. even though they're sounding like the next antec.

why people keep giving them a break, i don't know. i'm a WD fan so whatever

No, it's only common sense. If you got a DOA motherboard from zipzoomfly you'd probably RMA to zipzoomfly for a replacement. If you go to Asus and try to get a replacement it's likely you will get a "recertified" board and you would only assume it was new. Nothing says they have to give you a brand new unit because they would much rather send those sealed units to retail channels obviously.

 

[Exterous]

Heh, you're posting this in a lot of forums huh?

Anyway, as I stated otherplaces- a warrenty is a privilage not a right. Their warrenty statement clearly mentions that the unit will be new, fixed or used. They are well within their rights to send you a refurb or used and you have no legal right to demand otherwise. Again, this is not intended to be a flame, but the straight forward facts. If you don't like their warrenty then the best option is to buy from a different manufacturer that doesn't send refurb or used replacements

PurdueRy: What retail was it and how long ago? I've worked customer service at a big box retailer that sells HDDs and other PC components and its been my experiance that this situation is a typical one - I probably hear the same story about 5 times a day (although I hear alot more problems with WD HDDs

 

[imported_boe]

Is it a privilege to expect something you buy to work - OOHHH I FEEL PRIVELEGED MY CAR WAS ABLE TO MAKE IT OFF THE LOT UNDER ITS OWN POWER! Actually warranty is a right if it is explicitly stated as it is. I also believe it is a right to expect when you buy a new item and it is broken that you should get a new replacement. That is why it is ILLEGAL for even used car vendors not to DISCLOSE that an item has been totalled before purchase. A DOA drive is effectively totalled - it is compleley unusable. A totalled car can be repaired just as a hard drive can but there is an expectation.

 

[Navid]

I bought a new APC UPS from Circuit City and its battery was very weak. I contacted APC and they sent me a new one and paid for shipping both ways.

I bought a Seasonic power supply from ZipZoomFly and there was a problem with it. I contacted Seasonic and they sent me a new one and paid for shipping both ways.

I bought a Gateway monitor from Staples and after a few months the USB hub stopped working. I contacted Gateway and they sent a me a new one and paid for shipping both ways.

I don't know about hard drives. But, I now that it is not standard to send you refurb and have you pay for it.

 

[Navid]

Originally posted by: Exterous

They are well within their rights to send you a refurb or used and you have no legal right to demand otherwise.

100% correct!

If you don't like their warrenty then the best option is to buy from a different manufacturer that doesn't send refurb or used replacements

That is definitely an option.


He also has the right to share his experience with us and other consumers who may be considering the product.
This is free market. Fortunately for the consumers, the manufacturers have to compete (in product quality as well as in customer service) to stay in business. I would definitely like to know if a manufacturer is not as good as another in customer service. Then, I will consider another.

 

[SparkyJJO]

Ummm yes if you bought a car and the axle was broken they would repair the thing (by replacing the bad axle) not give you an entirely new car. That is all seagate is doing essentially. As far as it being illegal to sell a totaled vehicle without saying so, this isn't a car. And how are they supposed to know that the hard drive was bad? They produce thousands of those things, they can't test every single one.

I'm sorry but you are going to have to live with it. EVERY HD manufacturer does this, that is why if you want a brand spankin' new hard drive if one arrives DOA you get a replacement from the place you bought it from. There, you get a new drive. The "refurb" drives from the HD makers that they give you under warranty is more for that 2nd and 3rd (4th and 5th depending on the drive) years.

 

[nosliw]

Boe,
If you wanted a new one in replacement, why didn't you return it to store (be it online or B&M) from where you purchased it?
Ed

 

[Rock Hydra]

Originally posted by: boe
I just purchased a couple of new Seagate hard drives. One arrived DOA. I can live with the fact one was defective but what I can't live with was the RMA process. Even though the unit just arrived they said they'll rebuild it. I asked if they could send me a new one and they said - no - that is not our policy. I thought maybe I had a trainee on the phone so I politely asked for the supervisor - I was given a number to call. 3 phone calls later I got a call back and they said - nope - not our policy - you'll have to get it repaired!

If you bought a DVD player and you paid for it but then when you went to the pickup counter they dropped it - they say - ohh - we'll get it fixed and send it to you - HOW WOULD YOU FEEL? Wouldn't you feel like they should at least apply some vaseline?

I'm furious. I've had tremendous luck with on of their biggest competitors but I thought I should give Seagate a try - WHAT A MISTAKE!

If you actually read the RMA proceedure on the site, they say that they either fix it, or if that's not possible, they send a refurbished replacement.

Originally posted by: DrMrLordX
Seems to me like they handled things rather poorly, especially considering the fact that the OP essentially paid full price for a new drive and wound up with a rebuilt unit.

Well, if the drives come with the same QC and testing as new drives, then I don't understand what the problem is.

 

[Boyo]

When I was building my rig I bought a WD Raptor from Newegg and it came DOA. I RMA'd it back to Newegg and they sent me out a brand new one. I wasn't about to go through the manufacturer. You should have returned it where you bought it from...

 

[Jeff7]

This is standard policy for a lot of computer parts manufacturers. People send back defective things, so rather than throwing out lots of pricey stuff, the companies repair the hardware, and use it to fulfill their warranty obligations.
It's either that, or else you'd start to see higher prices for parts, so that the manufacturer can pay for proper disposal of "junk" parts returned as being defective, as well as the cost of producing more parts so they can send new ones in.

That said, I think maybe there could be a limit, maybe like before 1 year, you get a new replacement, after that you get refurbs. Maybe.

 

[0roo0roo]

you aren't entitled to brand new. just as long as its basically equivalent to what you had before before it broke

 

[Auric]

To avoid surprise (and particularly such buggery), read and understand retailer policy regarding DOA before purchase. Some will exchange and others will direct you to the manufacturer in which case it is even more important than normal to read and understand manufacturer policy regarding warranty.

 

[Exterous]

Originally posted by: boe
Is it a privilege to expect something you buy to work - OOHHH I FEEL PRIVELEGED MY CAR WAS ABLE TO MAKE IT OFF THE LOT UNDER ITS OWN POWER! Actually warranty is a right if it is explicitly stated as it is. I also believe it is a right to expect when you buy a new item and it is broken that you should get a new replacement. That is why it is ILLEGAL for even used car vendors not to DISCLOSE that an item has been totalled before purchase. A DOA drive is effectively totalled - it is compleley unusable. A totalled car can be repaired just as a hard drive can but there is an expectation.

You are correct, it is a privilage to expect something you buy to work. As for the car, I thought we were talking about hard drives? I don't think Seagate makes cars so I don't see the connection. You do have the right to their warrenty but you do not necessarily have the right to a new one as their warrenty does not garuntee such. I am sorry you expect it to be replaced with a new drive - but it is an unreal expectation for a warrenty replacement especially given their clearly worded statement saying that it might not be. As others have suggested you might have wanted to check the place you bought it but even then a new product is not always garunteed (check the retailer's return policy for details)


As for expressing discontent with a manufacturer that is totally within your right as is your right to complain about service or products- its what makes a Free Market System work. However, I doubt the legitimacy of laying claim to something that they have explicitly informed you that you may not receive.

 

[elkinm]

The hard drive is the only thing I don't like refurbished. It has very, very sensitive moving parts and platters. If something caused it to fail, I think it is very possible that the heads/platters may have been affected as well. Even if the failure had nothing to do with the head and platters themselves.

And I don't think the drives can possibly be repaired in the same ultra clean environment they are manufactured in. So even if it is completely rebuilt to full specs, it still has more potential for some loose dust in there that might kill it down the line.

From a manufacturing standpoint, it is probably cheaper to make a new drive then to repair a drive with perfect cleanliness as they have to individually diagnose it and repair it.

It is possible that refurbishing may repair a truly defective component for the original assembly, but it still cannot be as good as a good drive off an updated assembly line.

 

[Slowlearner]

elkinm

My sentiments, exactly. Seagate has an exaggerated repuation for quality in AT based solely on their longer warranty. Most hd mfgs have an express rma option, not Seagate. I recently had a new hd fail, and then had to wait for three weeks for the replacement (refurb) arrive - in the meantime we are supposed to sit around twiddling our thumbs, and then hope the replacement doesnt die just as suddenly.