17 Dec, 2018 → by ClaimboUser929974
Punitive Return/Replacement Procedure

1

I purchased a Western Digital 1TB external hard drive for backup with my MacBook Pro in April of 2018. In November of 2018, it suddenly failed. Anything I had backed up on it is unretrievable. After an unsuccessful correspondence with the seller on eBay, I contacted WD directly, was instructed to go to their site to prove that the drive is defective. This involved a tortuous series of tests to prove it was under warranty and then prove it was defective. The WD drive passed those tests in flying colors. After they agreed, via email, to replace the drive, I received pages and pages of instructions on how to return the item for replacement. One requirement is that you must return it in its original packaging. How is one to keep every bit of packaging one receives? Do we all have that kind of extra storage we are renting? If they don't mind the absence of the original packaging, they have pages of other requirement as well, including inches of bubble pack, the kind of box to ship it in, the way to inscribe the outside of the box on three sides with detailed ID numbers of the product, etc. Then if you want a label printed out for shipping via UPS, you have to pay for it. In my case $5.50 and was told that it did not include cost of shipping. Now I am reading the voluminous complaints about WD and am reconsidering bothering to return this fracking piece of "stuff". I am also in the process of writing them a letter, including the link to this site so they can see what joy they are spreading. And by the way, I am pretty sure that their customer service department is outsourced. The letters are nearly illiterate, garbled grammar, incorrect word usage. Anyone think I should bother to return this thing for the expensive shipping costs only to receive another (perhaps refurbished and old) external drive that will *** out in a few months? I'd consider the $5.50 I spent on the label just part of the lesson.
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