Seagate Customer Support Not Playing Fair With My Bricked 7200.11

[Twitch29]

So I have bricked 7200.11 that’s been sat on my desktop for the past few years. It’s the drive that taught me to always have a backup of any precious data. I couldn’t bring myself to RMA and lose the data for good. Nor was I prepared/couldn’t afford to send it to a data recovery extortionist.

I’ve recently had my 2nd and 3rd hard drive failures, both within a week of each other, which prompted me to do a bit of googling and I discovered the 7200.11 firmware issues. My drive details are:

Model: ST3500320AS
Part: 9BX154-303
Serial: 9QM1YCH0
Firmware: SD15
Date Code: 08365
Site Code: KRATSG

On contacting Seagate customer support I was told that they have never, under any circumstances, given out free data recovery and that my drive was not affected. It was then explained to me that only two pallets of drives were shipped before the problem was caught and corrected. All drives from that point were not affected, even though they had SD15 firmware.

I asked, “Why does their own website tell me I need the firmware update” and was told this was a mistake. “But this is well documented”, I said. “Really?” they said, “Please paste the links”.

I just gave up in the end.

It’s my understanding that the issue was resolved with a firmware fix in Jan 2009. My drive was purchased in Mar 2008.

So where do I go from here? I’m convinced my drive is one with the bad firmware, it just bricked at boot one day a few years ago.

 

[BTA]

You are shit out of luck. They are not responsible for your data.

Rma it. And learn to backup.

 

[Twitch29]

I believe they are responsible when they have shipped faulty drives. Apparently so do they. Why else would they have released a statement saying they would give free data recovery to those affected?

 

[theevilsharpie]

If the drive is still under warranty and it fails the diagnostic check that Seagate provides (I believe it's called SeaTools), RMA the drive.

Otherwise, not much you can do.

 

[General Kenobi]

Yeah, that's about it. And like people in the IT biz say: if it doesn't exist in three separate locations, then it doesn't exist at all. Backups, backups, backups...

 

[Blain]

On contacting Seagate customer support I was told that they have never, under any circumstances, given out free data recovery and that my drive was not affected. It was then explained to me that only two pallets of drives were shipped before the problem was caught and corrected. All drives from that point were not affected, even though they had SD15 firmware.

I asked, “Why does their own website tell me I need the firmware update” and was told this was a mistake. “But this is well documented”, I said. “Really?” they said, “Please paste the links”.

I just gave up in the end.

* Why did you give up when they asked for specific information?
* Data recovery firms don't extort any more than a highly qualified cardiologist does in charging for his expertise and services.
* If the data is precious, why aren't you blaming the person that failed to take the appropriate steps in securing that data in the first place?

 

[Twitch29]

Maybe you guys aren't familiar with the SD15 firmware screw-up.

http://www.anandtech.com/show/3482
http://techreport.com/discussions.x/16246
http://www.theinquirer.net/inquirer/news/1050374/seagate-barracuda-7200-drives-failing

The drive in question is one of those affected by this firmware

http://seagate.custkb.com/seagate/crm/selfservice/search.jsp?DocId=207931
http://seagate.custkb.com/seagate/crm/selfservice/search.jsp?DocId=207951

My question wasn't, "Am I entitled to free data recovery?".

I am, it's as simple as that.

My question is, 3 years down the line, Seagate seem to have done an about turn and have instructed their customer support to fob people off with a bunch of lies. Where do I go from here?

This is not an exageration. They most certainly have been giving free data recovery to those with bricked drives. It was a hell of a lot more than a couple of pallets, estimates seem to avarage around 40% of all 7200.11 shipped before mid December 2008. My drive was purchased several months before they fixed the problem so couldn't possibly have been manufactured after the fix.

 

[Twitch29]

* Why did you give up when they asked for specific information? * Data recovery firms don't extort any more than a highly qualified cardiologist does in charging for his expertise and services. * If the data is precious, why aren't you blaming the person that failed to take the appropriate steps in securing that data in the first place?

I gave up because I was getting nowhere. The representative was just lying to me and kept on replying with thing like, "Have you not been reading what I've been typing?"

From what I can gather, all that's required is to manually update the firmware. I'm simply not prepared/cannot afford to pay several hundred pounds plus for this simple action.

I'm fully aware the data should have been backed up. One learns from ones mistakes. I've had a real time backup of all the important stuff ever since.

 

[Blain]

Where do I go from here?

Have you filed a complaint against Seagate with the BBB in Scotts Valley?

 

[Twitch29]

Have you filed a complaint against Seagate with the BBB in Scotts Valley?

Thanks for the info Blain, I didn't know about BBB.

I shall telephone seagate tomorrow and if it's still not resolved, file a complaint with BBB.

 

[Old Hippie]

I recall the situation and Seagate did give a free data recovery option for a short period of time.

Sorry bud, ya snooze ya lose.

 

[fuzzymath10]

I was under the impression that the bad firmware resulted in much quicker bricking; it might not be the original firmware issue that bricked your drive. My 7200.11 was DOA so I fortunately did not lose any data; Seagate got me a replacement within a couple of days and the new drive has been running for four years and has another year of warranty left.

 

[Old Hippie]

I was under the impression that the bad firmware resulted in much quicker bricking

Yep but he's claiming his drives suffer from that malady even though they're outside of the warranty period.

Unbelieveable.

 

[Twitch29]

@ fuzzymath10. The drive failed over 3 years ago. At that time Seagate hadn't even owned up to there being a problem. I have only recently discovered the SD15 issue and want the same customer service everyone else received.

@ Old Hippie. I haven't come across any information suggesting the data recovery was for a limited time period, and I've spent the past few days gathering info to support my case. The drive is also well within warranty, 14 months left.

 

[alienb]

So you admit you've been sitting on the issue for a few years, didn't take the appropriate precautions to back up important data, and you did not provide Seagate with the links to the "well documented" issue?

I do remember this problem, and while it WAS well documented, Seagate has gone through a lot of internal restructuring since the issue and I am not suprised they don't know what it is you're talking about. It says on the side of every drive, and box, that Seagate is not responsible for loss of data. End of story. While you may feel entitled to data recovery, (I probably would too) it's no excuse from the fact that you failed to back up important files.

 

[Twitch29]

So you admit you've been sitting on the issue for a few years, didn't take the appropriate precautions to back up important data, and you did not provide Seagate with the links to the "well documented" issue?

I do remember this problem, and while it WAS well documented, Seagate has gone through a lot of internal restructuring since the issue and I am not suprised they don't know what it is you're talking about. It says on the side of every drive, and box, that Seagate is not responsible for loss of data. End of story. While you may feel entitled to data recovery, (I probably would too) it's no excuse from the fact that you failed to back up important files.

I have not been sitting on the issue, I wasn't aware of it.

I did provide links, even to seagates own pages, it didn't help.

I don't need lecturing about backup. As I've already stated, I've learnt from my mistake. I imagine there are 100's if not 1000's of members that have made the same one.

I totally agree, they aren't responsible for loss of data, except when they ship faulty drives!

 

[Twitch29]

There is actually a DIY fix for this

https://sites.google.com/site/seagatefix/
http://www.msfn.org/board/topic/128807-the-solution-for-seagate-720011-hdds

but

1. Voids warranty. Not really an issue, data is more important.
2. I'd be unsure about what I was doing. Could very easily make a mistake and wipe out the data.

 

[HarryLui]

My friend was able to recover everything on her 1tb drive for $300. Call around.

 

[Elixer]

There is actually a DIY fix for this

https://sites.google.com/site/seagatefix/

but

1. Voids warranty. Not really an issue, data is more important.
2. I'd be unsure about what I was doing. Could very easily make a mistake and wipe out the data.

That actually is a interesting link.


What kind of data are we talking about anyway ? If this is really, really important, then seems to me, your only valid option is to go for data recovery first, then you can fight it out with Seagate if you want. Most likely, you will lose though.
Expensive lesson to learn, and yeah, it sucks royally.

Why ?

!!WARNING!!
If the firmware upgrade installation instructions are not followed properly the firmware upgrade could be data destructive and/or render your hard drive inoperable. As Seagate does not warrant the data on your drive, in addition to regular back-ups, if possible, your data should be backed up before upgrading the drive firmware. Additional information on backing-up the contents of your drive can be found at www.seagate.com. Though this firmware upgrade to your product is a change to the product the terms and conditions of your Seagate warranty for the product will remain effective to its normal expiration. For other warranties on your product please consult the warranty documentation provided by your supplier.

I haven't seen any company offer recovery services for free.
They don't do it for SSDs either.

You might also be able to swap circuit boards with a *identical* drive, that means made in the same datecode as your drive, only flashed with the 'fixed' firmware.

 

[Zap]

There is actually a DIY fix for this

https://sites.google.com/site/seagatefix/
http://www.msfn.org/board/topic/128807-the-solution-for-seagate-720011-hdds

Wow. Didn't know this existed. I have an out of warranty 1TB 7200.10 that isn't officially afflicted, but exhibits symptoms of the BSY problem. Maybe I'll try it just for yucks.

 

[Old Hippie]

Old Hippie. I haven't come across any information suggesting the data recovery was for a limited time period, and I've spent the past few days gathering info to support my case. The drive is also well within warranty, 14 months left.

Sorry. My warranty math mind was a little off.

They did offer free recovery for the effected drives for a short period of time.

You're still way off base asking for anything but a refurbed/RMA drive.

 

[Twitch29]

My friend was able to recover everything on her 1tb drive for $300. Call around.

UK data recovery services seem to be much more expensive than US (what isn't...) but I haven't had any recent quotes so maybe worth phoning round again.

What kind of data are we talking about anyway ?

All my personal data going back to my very first PC about 20 years ago. The photos are the most important to me.

The firmware update is for drives that haven't yet bricked or have but are still detected in BIOS. Mine isn't detected. BSY state I believe they call it. The fix is to send to Seagate, they do a manual firmware update and send it back. That's all I'm asking for!

They, quite rightly, pledged to do this for all those affected by this SD15 BSY state. I'm not looking for any special treatment here and don't understand why people are beating me up over this.

I agree that offering free data recovery is exceptional but I think in this particular case they had no option.

I've just come across an iteresting thread on the seagate forum. Will give it a go tomorrow. Fingers crossed.

http://forums.seagate.com/t5/Barrac...ED-DRIVES-WITH-SEAGATE-TECH-SUPPORT/m-p/23941

 

[Twitch29]

You're still way off base asking for anything but a refurbed/RMA drive.

Surely it would actually be cheaper for them to apply the fix and send it back rather than send me a refurbed/new drive

 

[heymrdj]

I suffered the SD15 firmware bug. Built a system in December 2008 with a 1TB drive. Then in I want to say February 2010 the system stopped booting one day, it just stayed at a black screen not even loading the BIOS. After working with her via a laptop webcam on skype we had disassembled EVERYTHING and tested it. Finally out of desperation, preparing to RMA the mainboard, I asked her to unplug just the sata cord out of the drive. Low and behold it booted!. Plugged back in the drive and it would no longer boot again. Did some research and sure enough it was just when it seemed to be coming to light to Seagate.

I contacted Seagate and they said to send it in under a special RMA. This fell under their I360 or whoever they own that's their recovery services. But the free recovery was only to flash the firmware, they would not guarantee or recover data from the drive if the firmeware flash didn't work. I was lucky. They flashed the firmware and sent it back, and the drive worked perfectly. Plugged it in, turned on the system, and it was like nothing had ever happened (other than the installing new device driver on first boot).

OP call Seagate and keep harassing them, but if the drive is out of warranty you're probably SOL. If you can't get them to do it, I imagine you can find a local company with a low level drive firmware flasher that will do it for a few hundred if the data is really that important. But in the end it was your responsibility to get the drive RMA'd within the correct time frame. Just the way companies roll these days. But you might be able to get a hold of some sympathetic CSR. Otherwise maybe attempt escalation, ask for someone higher in the chain. I didn't have any luck though without a phone call. Email/chat support was useless for the issue.

 

[Old Hippie]

Surely it would actually be cheaper for them to apply the fix and send it back rather than send me a refurbed/new drive

At this time the only obligation they have is to provide you with a replacement drive.

The lost data is strictly your fault and has nothing to do with the data recovery remedies they offered at that time.

They may offer you a little cheese to go with your whine but you're definately crying to the wrong crowd.