Impressed by Seagate's Customer Service

[angrynerdrock]

Had a ST3000DM001 3TB drive go out a little after the 2 year mark. I just had it sitting around for a while when I noticed the class action lawsuit regarding these drives. I figured Id contact them and see if perhaps they were willing to offer any kind of warranty extension due to the high failure rates of these drives. Trying to find a way online to contact them wasn't easy, so i reached out via Facebook messenger.

At first they tried claiming that the drive came from an external enclosure (it didn't) and if i didn't have the enclosure, I must have gotten it from a shady retailer who took it out of the enclosure and sold it (it was new egg, doubt it) and therefore they couldn't honor any warranty.

I questioned that as a)it wasn't from a shady retailer and b)how the heck is a consumer supposed to know that when you are buying from a good retailer

They said they escalated it, and would go ahead and replace it as a courtesy.

Got an email today they are preparing the shipment and due to the problems I had they are replacing it with a 6TB drive free.

 

[thilanliyan]

Wow that's pretty good, but not typical of any company I would imagine.

 

[Elixer]

Wow that's pretty good, but not typical of any company I would imagine.

Logitech, CyberPower (UPS), EVGA, and others have all done 'upgrades' on RMAs before.
They usually just ship what stock they have on hand.

OP, tell us when the 6TB fails, it would be interesting to know this.

 

[bryanl]

I once bought some externals from Target that were in shrink wrap but had been crudely pried open and the internals drives replaced with defective ones. Target claimed they always inspected returns carefully, but that was obviously untrue, and they didn't want to exchange the drives except at a much higher price. Seagate stepped up and replaced them, even covering return shipping. The drives have been running fine for four years.

I learned from this that Target corporate doesn't really listen to customer complaints but just files them and does nothing.

 

[UsandThem]

Trying to find a way online to contact them wasn't easy, so i reached out via Facebook messenger.

At first they tried claiming that the drive came from an external enclosure (it didn't) and if i didn't have the enclosure, I must have gotten it from a shady retailer who took it out of the enclosure and sold it (it was new egg, doubt it) and therefore they couldn't honor any warranty.

I have a different definition of what good customer service is.

To me, and even with the class-action lawsuit, they sounded argumentative based on what you said.

I've only had a few warranty claims on electronics or PC components in my life, and Noctua, XFX, and Sony did not argue with me about the legitimacy of my purchase.

 

[aigomorla]

>.<

I see you got lucky... unfortunately i got short ended.
In any rate, i highly recommend checking all warrenty dates online whenever u get a seagate drive.

But yeah, live and learn, i will most definitely never be buying another drive from them again until they change that stupid policy of MFG date and not receipt date.

 

[pimpin-tl]

Had a ST3000DM001 3TB drive go out a little after the 2 year mark. I just had it sitting around for a while when I noticed the class action lawsuit regarding these drives. I figured Id contact them and see if perhaps they were willing to offer any kind of warranty extension due to the high failure rates of these drives. Trying to find a way online to contact them wasn't easy, so i reached out via Facebook messenger.

At first they tried claiming that the drive came from an external enclosure (it didn't) and if i didn't have the enclosure, I must have gotten it from a shady retailer who took it out of the enclosure and sold it (it was new egg, doubt it) and therefore they couldn't honor any warranty.

I questioned that as a)it wasn't from a shady retailer and b)how the heck is a consumer supposed to know that when you are buying from a good retailer

They said they escalated it, and would go ahead and replace it as a courtesy.

Got an email today they are preparing the shipment and due to the problems I had they are replacing it with a 6TB drive free.

Did you send the drive in first or did they do a cross ship? I just did the same thing and they said to give it one business day for my warranty to show extended on the drive then apply for the repair. I have the exact same drive that died.

 

[pimpin-tl]

Well I did the advanced replacement 2nd day. Hopefully I get an upgrade. Either way, I plan to sell it and switch brands to WD.

 

[Puffnstuff]

Good to see that you were covered and are getting a replacement. WD has been the best brand for me overall and is my go to when I need a HD.

 

[pimpin-tl]

Good to see that you were covered and are getting a replacement. WD has been the best brand for me overall and is my go to when I need a HD.

Yep, they extended the warranty by a month to let me get it replaced. They won't replace my external though which upsets me, but whatever. I'm done with them. They wouldn't do anything by phone, but over facebook they were willing to do that at least.

 

[Red Squirrel]

The best products are the ones where you rarely have to deal with their support in first place.

On serious note, that IS pretty good actually. They technically had no obligation and did it anyway.

 

[pimpin-tl]

Yeah, not impressed for them sending the same drive out as a replacement. I'm done with them. Also mentioned it to them on FB and they ignored it.l.